Arjen de Jong, Axel Kolthof, Jan van Bon

Foundations of ITIL® V3 (eBook, PDF)

• Format: PDF

Produktbeschreibung

The Van Haren Publishing Bestselling Handbook on ITILÿ®!

The ITIL V3 approach is covered with all the ITIL Lifecycles. It has split out all the processes and descrbes 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. Suitable perfectly to those who are familiar with the Version 2 process approach and plan to ITIL V3 upgrade.

A systematic approach to the provision of IT services - based on ITIL V3 global best practices Includes official licensed diagrams
The separate handling of the ITIL Service Lifecycle and the ITIL processes and functions enables a better understanding of the core values of ITIL version 3
Succinct guide to the complete ITIL V3 Lifecycle process
Available in many languages
Endorsed by APMG - the Official Exam Accreditor of OGC
Contents

Part 1: The ITIL Service Lifecycle

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
Functions and Processes in Service Strategy
Functions and Processes in Service Design
Functions and Processes in Service Transition
Functions and Processes in Service Operation
Functions and Processes in Continual Service Improvement
Endorsements

'' Foundations of IT Service Management on ITIL V3 is a good meaty clear practical useful book that I am glad to have in my library. And for what you get the price is remarkably cheap.'' IT Skeptic (www.itskeptic.org)

''ÿ¿ this book is among the best I've read this year, and (it is) certainly among the most important books published this year for IT operations and infrastructure professionals''

''ÿ¿ no single book have I recommended more highly than this. It consolidates the focus and understanding of the core ITIL books ÿ¿ in an easy to read and efficient manner. No fuss - no fluff. Without exception it's the one book reference to IT Service Management''

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Dieser Download kann aus rechtlichen Gründen nur mit Rechnungsadresse in A, B, BG, CY, CZ, D, DK, EW, E, FIN, F, GR, HR, H, IRL, I, LT, L, LR, M, NL, PL, P, R, S, SLO, SK ausgeliefert werden.

Produktdetails

• Verlag: Van Haren Publishing
• Seitenzahl: 381
• Erscheinungstermin: 9. September 2007
• Englisch
• ISBN-13: 9789087539160
• Artikelnr.: 38485838

Autorenporträt

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