Central to the volume is a framework or basic conceptual structure used to solve or address complex issues. Its aim is to help organizations develop a long term service strategy. Topics include:-
- general strategy
- competition and market space,
- service provider types,
- service management as a strategic asset,
- organization design and development,
- key process activities,
- financial management,
- service portfolio management,
- demand management,
- key roles and responsibilities
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