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OverviewITIL (R) and IT service management have been practised successfully around the world for more than 20 years. ITIL (R) is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. This guide introduces ITIL both to Foundation Examination candidates and to people simply looking to gain a practical understanding of IT service management. An ITIL (R) Licensed Product. Full Product DetailsAuthor: Ernest Brewster , Richard Griffiths , Aiden Lawes , John SansburyPublisher: BCS Learning & Development Limited Imprint: BCS, The Chartered Institute for IT Dimensions: Width: 17.20cm , Height: 1.40cm , Length: 24.60cm Weight: 0.353kg ISBN: 9781906124199ISBN 10: 1906124191 Pages: 200 Publication Date: 24 February 2010 Audience: Professional and scholarly , Professional & Vocational Replaced By: 9781906124939 Format: Paperback Publisher's Status: Out of Print Availability: Out of print, replaced by POD  We will order this item for you from a manufatured on demand supplier. Table of ContentsSECTION 1: OVERVIEW 1 What is service management? SECTION 2: THE SERVICE LIFECYCLE 2 Service strategy 3 Service design 4 Service transition 5 Service operation 6 Continual service improvement SECTION 3: THE PROCESSES AND FUNCTIONS 7 IT financial management 8 Demand management 9 Service portfolio management 10 Service catalogue management 11 Service level management 12 Supplier management 13 Capacity management 14 Availability management 15 Service continuity management 16 Information security management and access management 17 Knowledge management 18 Service asset and configuration management 19 Change management 20 Release and deployment 21 The service desk 22 Request fulfilment 23 Incident management 24 Problem management 25 IT operations management 26 Event management 27 Application management 28 Technical management 29 The seven-step improvement process SECTION 4: MEASUREMENT AND METRICS, AND THE DEMING CYCLE 30 Measurement and metrics 31 The Deming Cycle APPENDIXReviewsAuthor InformationDr Ernest Brewster is a champion of ITIL Service Management. Richard Griffiths is an ISEB examiner. Aidan Lawes is an authority on service management and co-authored ISO/IEC 20000. John Sansbury is a Senior ITIL Examiner. Tab Content 6Author Website:Countries AvailableAll regions |
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