Computer Services Management (3rd Edition)

Computer services management sits at the intersection of technology, business operations, and customer support. This third edition examines that work from several angles: how services are defined and evaluated, how computing resources are organized, and how organizations plan, support, and maintain the services people depend on.

The chapters connect broad service principles with operational responsibilities, making the book relevant to readers interested in IT service management as well as the business processes behind it.

Start with the service—and the people who rely on it

The opening material introduces service characteristics, service quality, customer satisfaction, and the role of employees. It also considers service marketing and the ways customers perceive value. This context helps frame computer services not only as a technical function, but as an experience shaped by people, processes, and expectations.

Connect technology to business operations

Coverage of computer organization and business processes brings together foundational computing concepts and organizational workflows. The contents also address software selection, hardware needs, computer-system protection, business process modeling, automation, outsourcing, and cloud computing service models.

Support, liaison, and problem management

Customer liaison, help desks, and service desks receive focused attention. Related topics include support roles, outsourcing, fault logging, and problem management. For readers studying service operations, this section highlights how customer communication and structured issue handling fit into day-to-day IT support.

Plan for capacity, security, and availability

The book also explores capacity planning and management, technology strategy, investment planning, information security, and business continuity. Its availability-management material considers targets, performance measurement, and the challenge of evaluating service availability. Together, these topics offer a broad view of the planning and oversight that help keep computer services dependable.

For readers studying IT service management

This edition may interest students and practitioners looking for an introductory survey of computer-service management, support functions, and the organizational decisions surrounding IT systems. Its varied subject matter makes it useful for exploring how technical resources and service responsibilities relate to wider business needs.