The title introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary. Each of the five core ITIL V3 titles from OGC's Best Practice range published by TSO shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. This publication includes concepts and guidance in: application management; change management; operations management; control processes and function; scaleable practices; and, measurement and control.
