This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations

Service Delivery is the second element in the new ITILInfrastructure Library to be published. Service providersneed to offer business users adequate support - S

Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of

This book focuses on complex services, that is, services embodying the knowledge and capabilities of professionals, sought because of the client’s lack of know

Will your agency or students have the training to use the Internet in practice? Human Services Online: A New Arena for Service Delivery focuses on ways that Hum