A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks, and selected by a large board of experts, the contributions offer the best practical guidance on the daily issues of the IT manager.
A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks, and selected by a large board of experts, the contributions offer the best practical guidance on the daily issues of the IT manager.
1. Trends, visions and analysis of ITSM market 2. Governance Including: IT governance, Business-IT alignment, ; Strategic Regulatory Management; Business value of IT; Chain Management 3. Demand & Portfolio Management and Sourcing Including: Service Portfolio practice, Demand on demand; demand & IT Performance Management 4. Awareness & implementation Including: Simulations; The ABC of ICT; The learning organization & ITIL 5. Organization Including: Team model (MOF); Process & Line management, Roles 6. Modeling Including: Process design; Functions and Processes; Implementation Model 7. Processes Including: Configuration Management; Service Knowledge Management Request Fulfilment, Change, Release and Project Management,; Service Catalog Management 8. Standards & frameworks Including: ISO/IEC 20000; ASL; ITIL; service architecture 9. Metrics Including: Implementing Metrics; benchmarking, selecting metrics, Six Sigma
1. Trends, visions and analysis of ITSM market 2. Governance Including: IT governance, Business-IT alignment, ; Strategic Regulatory Management; Business value of IT; Chain Management 3. Demand & Portfolio Management and Sourcing Including: Service Portfolio practice, Demand on demand; demand & IT Performance Management 4. Awareness & implementation Including: Simulations; The ABC of ICT; The learning organization & ITIL 5. Organization Including: Team model (MOF); Process & Line management, Roles 6. Modeling Including: Process design; Functions and Processes; Implementation Model 7. Processes Including: Configuration Management; Service Knowledge Management Request Fulfilment, Change, Release and Project Management,; Service Catalog Management 8. Standards & frameworks Including: ISO/IEC 20000; ASL; ITIL; service architecture 9. Metrics Including: Implementing Metrics; benchmarking, selecting metrics, Six Sigma
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