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IT Service Management

IT Service Management

          
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About the Book

A fabulous new guide introduces ITIL V3 both to Foundation Examination candidates and to professionals who require a practical understanding of IT Service Management.

This book is unique. It represents a very different approach in that the authors have used their collective experiences to help readers actually understand ITIL, not just memories it. This will give candidates a winning edge in the exam because they will have the potential to actually work out the right answer, not just rely on a head full of rapidly vanishing facts, figures and jargon.

The book is also a must-have for service managers who need to develop an appreciation of the subject in order to build expertise of real value to their organizations.

Self-contained chapters which can be read in 5 – 10 minutes
Easy-to-read summaries
Exam technique tips
Reap the benefits of better performance, consistency and lower costs

About the Author
DR ERNEST BREWSTER is a long time champion of ITIL Service Management in a 30 year IT career.
RICHARD GRIFFITHS has been an ISEB examiner since 2000 and is a service management consultant.
AIDAN LAWES is one of the world's leading independent authorities on IT Service Management and co-authored the international standard ISO/IEC 20000.
JOHN SANSBURY is a Senior ITIL Examiner, a Fellow of BCS and of the Institute of Service Management.


Table of Contents

  • Section 1: Overview
  • What is Service Management?
  • Introduction
  • 'Best practice' versus 'good practice'
  • The ITIL framework
  • The ITIL core
  • Complementary material
  • Related material
  • The ITIL Service Management Model
  • Key concepts
  • Test questions for Chapter 1
  • Section 2: The Service Lifecycle
  • Service Strategy
  • Introduction
  • Governance
  • Risk
  • Key processes
  • Service strategy development
  • IT service provider types
  • The four Ps of strategy
  • Service Management as a strategic asset
  • Developing strategy for specific services
  • Service assets
  • Value
  • Automating Service Management Processes
  • Test questions for Chapter 2
  • Service Design
  • Introduction
  • Why Service Design?
  • The five major aspects of Service Design
  • Goals of Service Design
  • The Service Design Package
  • Test questions for Chapter 3
  • Service Transition
  • Introduction
  • Goals, purpose and objectives
  • Process objectives and value
  • Challenges
  • Roles
  • Test questions for Chapter 4
  • Service Operation
  • Introduction
  • Goals, purpose and objectives
  • The value of Service Operation
  • Key activities and functions
  • Self help
  • Test questions for Chapter 5
  • Continual Service Improvement
  • Introduction
  • Goals, purpose and objectives
  • Key principles
  • Test questions for Chapter 6
  • Test questions for Section 2
  • Section 3: The Processes and Functions
  • IT Financial Management
  • Introduction
  • Goals, purpose and objectives
  • Activities and concepts
  • Relationships with other Service Management processes
  • Test questions for Chapter 7
  • Demand Management
  • Introduction
  • Goals, purpose and objectives
  • Understanding demand fluctuations
  • Attempting to reduce peak demands
  • Patterns of Business Activity
  • User profiles
  • The benefits of Demand Management
  • Relationship with other Service Management processes
  • Roles
  • Metrics
  • Test questions for Chapter 8
  • Service Portfolio Management
  • Introduction
  • Goals, purpose and objectives
  • Service Portfolio components
  • Key activities
  • Renewing the portfolio
  • Relationships with other Service Management processes
  • Test questions for Chapter 9
  • Service Catalogue Management
  • Introduction
  • Goals, purpose and objectives Scope
  • Key activities
  • Roles
  • Relationships with other Service Management processes
  • Test questions for Chapter 10
  • Service Level Management
  • Introduction
  • Goals, purpose and objectives
  • Basic concepts
  • Service Level Agreements
  • Metrics
  • Roles
  • Relationships with other Service Management processes
  • Test questions for Chapter 11
  • Supplier Management
  • Introduction
  • Goals, purpose and objectives
  • Scope
  • General principles
  • Key activities
  • The Supplier and Contract Database
  • Roles
  • Relationships with other Service Management processes
  • Test questions for Chapter 12
  • Capacity Management
  • Introduction
  • Goals, purpose and objectives
  • The Capacity Plan
  • The three sub-processes of Capacity Management
  • Relationships with other Service Management processes
  • Roles
  • Metrics
  • Availability Management
  • Introduction
  • Goals, purpose and objectives
  • How component availability affects Service Availability
  • Proactive Availability Management techniques
  • Reactive Availability Management
  • Relationships with other Service Management processes
  • Roles
  • Metrics
  • Key Performance Indicators
  • Test questions for Chapter 14
  • Service Continuity Management
  • Introduction
  • Goal, purpose and objectives
  • Key activities
  • Relationships with other Service Management processes
  • Roles
  • Metrics
  • Test questions for Chapter 15
  • Information Security Management And Access Management
  • Introduction
  • Goals, purpose and objectives
  • The Information Security Policy
  • The Information Security Management System
  • Access Management
  • Facilities Management - the control of physical access
  • Relationships with other Service Management processes
  • Roles
  • Metrics
  • Test questions for Chapter 16
  • Knowledge Management
  • Introduction
  • Goals, purpose and objectives
  • Key activities
  • Activities, methods and techniques
  • Challenges
  • Key metrics
  • Relationships with other Service Management processes
  • Roles
  • Test questions for Chapter 17
  • Service Asset And Configuration Management
  • Introduction
  • Goals, purpose and objectives
  • Basic concepts
  • Configuration Baseline
  • Activities
  • Challenges
  • Key metrics
  • Relationships with other Service Management processes
  • Roles
  • Test questions for Chapter 18
  • Change Management
  • Introduction
  • Goals. purpose and objectives
  • Basic concepts
  • Activities
  • Challenges
  • Key metrics
  • Relationships with other Service Management processes
  • Roles
  • Test questions for Chapter 19
  • Release And Deployment Management
  • Introduction
  • Goals, purpose and objectives
  • Basic concepts
  • Activities, methods and techniques
  • Challenges
  • Key metrics
  • Relationships with other Service Management processes
  • Roles
  • Test questions for Chapter 20
  • The Service Desk
  • Introduction
  • Goals, purpose and objectives
  • Basic concepts
  • Key activities
  • Service Desk metrics
  • Relationships with other Service Management processes
  • Roles
  • Challenges
  • Test questions for Chapter 21
  • Request Fulfilment
  • Introduction
  • Goals, purpose and objectives
  • Key activities
  • Request models
  • Relationships with other Service Management processes
  • Test questions for Chapter 22
  • Incident Management
  • Introduction
  • Goals, purpose and objectives
  • Basic concepts
  • Key activities
  • Relationships with other Service Management processes
  • Metrics
  • Roles
  • Challenges
  • Test questions for Chapter 23
  • Problem Management
  • Introduction
  • Goals, purpose and objectives
  • Basic concepts
  • Key activities
  • Relationships with other Service Management processes
  • Metrics
  • Roles
  • Challenges
  • Test questions for Chapter 24
  • IT Operations Management
  • Introduction
  • Goals, purpose and objectives
  • Key activities
  • Relationships with other Service Management functions
  • Test questions for Chapter 25
  • Event Management
  • Introduction
  • Goals, purpose and objectives
  • Key activities
  • Relationships with other Service Management processes
  • Test questions for Chapter 26
  • Application Management
  • Introduction
  • Goals, purpose and objectives
  • Key activities
  • Relationships with other Service Management processes
  • Technical Management
  • Introduction
  • Goals, purpose and objectives
  • Key activities
  • Relationships with other Service Management functions
  • The Seven-Step Improvement Process
  • Goals, purpose and objectives
  • Activities, methods and techniques
  • Roles
  • Section 4: Measurement and Metrics, and The Deming Cycle
  • Measurement and Metrics
  • Introduction
  • Key performance indicators and metrics
  • Using metrics and KPls to improve performance
  • Metrics in reports
  • Test questions for Chapter 30
  • The Deming Cycle
  • Introduction
  • Goals, purpose and objectives
  • Key activities
  • Relationships with other Service Management processes
  • Test questions for Chapter 31
  • Appendix
  • Introduction
  • Techniques.


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Product Details
  • ISBN-13: 9781906124199
  • Publisher: British Informatics Society Ltd
  • Binding: Paperback
  • Language: English
  • Series Title: English
  • Weight: 350 gr
  • ISBN-10: 1906124191
  • Publisher Date: 24 Feb 2010
  • Height: 167 mm
  • No of Pages: 200
  • Spine Width: 11 mm
  • Width: 240 mm


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