IT Service Management Global Best Practices: Volume 1

Herausgeber: Van Bon, Jan; Pieper, Mike; de Jong, Arjen

• Broschiertes Buch

Produktbeschreibung

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.

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Produktdetails

• Verlag: Bernan Distribution / Van Haren Publishing
• Collector's
• Seitenzahl: 637
• Erscheinungstermin: April 2008
• Englisch
• Abmessung: 256mm x 172mm x 43mm
• Gewicht: 1508g
• ISBN-13: 9789087531003
• ISBN-10: 9087531001
• Artikelnr.: 24925631

Inhaltsangabe

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