Foundations of ITIL and its predecessors have become the industry classic guide on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This version has now been upgraded to reflect ITIL V3. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL V3 upgrade. The ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with…mehr
Foundations of ITIL and its predecessors have become the industry classic guide on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This version has now been upgraded to reflect ITIL V3. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL V3 upgrade. The ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with the Version 2 process approach will be delighted to discover that this new edition of Foundations of ITIL has split out all the processes and describes them in detail. This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations. This title covers the following:Hinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.
Jan van Bon is responsible for managing the content of the ITSM Library which is published on behalf of ITSMF International. He represents itSMF-NL on itSMF-International's Publication Committee. During the last 8 years he produced around 40 books on IT Service Management, and many translation projects. Apart from managing large numbers of publications he also advises small and large organizations in quality improvement projects, and he is a respected and accredited trainer.
Inhaltsangabe
INTRODUCTION Background Why this book Organizations Differences with previous editions Structure of the book How to use this book PART 1: THE ITIL SERVICE LIFECYCLE Introduction to the Service Lifecycle Introduction to ITIL IT Governance Organizational maturity Benefits and risks of ITSM frameworks Service Lifecycle: concept and overview Lifecycle phase: Service strategy Lifecycle phase: Service design Lifecycle phase: Service transition Lifecycle phase: Service operation Lifecycle phase: Continual service improvement PART 2: FUNCTIONS AND PROCESSES Introduction to Functions and Processes Introduction Management of processes Teams, roles and positions in ITSM Tools used in ITSM Communication in IT service organizations Culture Processes, projects, programs and portfolios Functions and processes in the lifecycle phases Functions and Processes in Service Strategy Financial Management Service Portfolio Management (SPM) Demand Management Functions and Processes in Service Design Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management Functions and Processes in Service Transition Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management Functions and Processes in Service Operation Event Management Incident Management Request Fulfilment Problem Management Access Management Monitoring and Control IT Operations Service Desk Functions and Processes in Continual Service Improvement CSI Improvement Process Service Reporting
INTRODUCTION Background Why this book Organizations Differences with previous editions Structure of the book How to use this book PART 1: THE ITIL SERVICE LIFECYCLE Introduction to the Service Lifecycle Introduction to ITIL IT Governance Organizational maturity Benefits and risks of ITSM frameworks Service Lifecycle: concept and overview Lifecycle phase: Service strategy Lifecycle phase: Service design Lifecycle phase: Service transition Lifecycle phase: Service operation Lifecycle phase: Continual service improvement PART 2: FUNCTIONS AND PROCESSES Introduction to Functions and Processes Introduction Management of processes Teams, roles and positions in ITSM Tools used in ITSM Communication in IT service organizations Culture Processes, projects, programs and portfolios Functions and processes in the lifecycle phases Functions and Processes in Service Strategy Financial Management Service Portfolio Management (SPM) Demand Management Functions and Processes in Service Design Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management Functions and Processes in Service Transition Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management Functions and Processes in Service Operation Event Management Incident Management Request Fulfilment Problem Management Access Management Monitoring and Control IT Operations Service Desk Functions and Processes in Continual Service Improvement CSI Improvement Process Service Reporting
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