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IT service management : support for your ITSM foundation exam /
This guide introduces ITIL to Foundation Examination candidates and offers a practical understanding of IT service management. It is compatible with the 2011 update to ITIL and includes the following additional processes: business relationship management, design coordination, strategy management for...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Swindon, United Kingdom :
BCS, the Chartered Institute for IT,
[2016]
|
| Edición: | Third edition. |
| Temas: | |
| Acceso en línea: | Texto completo Texto completo |
MARC
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| 003 | OCoLC | ||
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| 082 | 0 | 4 | |a 658.4038 |2 23 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Brewster, Ernest, |e author. | |
| 245 | 1 | 0 | |a IT service management : |b support for your ITSM foundation exam / |c Ernest Brewster [and three others]. |
| 246 | 3 | 0 | |a Support for your ITSM foundation exam |
| 246 | 3 | |a Information technology service management | |
| 250 | |a Third edition. | ||
| 264 | 1 | |a Swindon, United Kingdom : |b BCS, the Chartered Institute for IT, |c [2016] | |
| 264 | 4 | |c ©2016 | |
| 300 | |a 1 online resource (1 volume) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 588 | |a Description based on online resource; title from title page (Safari, viewed April 21, 2016). | ||
| 500 | |a First edition published 2009. | ||
| 500 | |a Includes index. | ||
| 520 | 8 | |a This guide introduces ITIL to Foundation Examination candidates and offers a practical understanding of IT service management. It is compatible with the 2011 update to ITIL and includes the following additional processes: business relationship management, design coordination, strategy management for IT services and more. | |
| 505 | 0 | |a Cover; Copyright; CONTENTS; LIST OF FIGURES AND TABLES; AUTHORS; ABBREVIATIONS; GLOSSARY; USEFUL WEBSITES; PREFACE; INTRODUCTION; HOW TO USE THIS BOOK; SECTION 1: OVERVIEW; 1 WHAT IS SERVICE MANAGEMENT?; INTRODUCTION; 'BEST PRACTICE' VERSUS 'GOOD PRACTICE'; THE ITIL FRAMEWORK; THE ITIL CORE; COMPLEMENTARY MATERIAL; RELATED MATERIAL; THE ITIL SERVICE MANAGEMENT MODEL; KEY CONCEPTS; SECTION 2: THE SERVICE LIFECYCLE; 2 SERVICE STRATEGY; INTRODUCTION; GOVERNANCE; RISK; KEY PROCESSES; IT SERVICE PROVIDER TYPES; THE FOUR PS OF STRATEGY; SERVICE MANAGEMENT AS A STRATEGIC ASSET | |
| 505 | 8 | |a DEVELOPING STRATEGY FOR SPECIFIC SERVICESSERVICE ASSETS; VALUE; AUTOMATING SERVICE MANAGEMENT PROCESSES; 3 SERVICE DESIGN; INTRODUCTION; WHY SERVICE DESIGN?; THE FIVE MAJOR ASPECTS OF SERVICE DESIGN; OBJECTIVES OF SERVICE DESIGN; THE SERVICE DESIGN PACKAGE; 4 SERVICE TRANSITION; INTRODUCTION; PURPOSE AND OBJECTIVES; PROCESS OBJECTIVES AND VALUE; CHALLENGES; ROLES; 5 SERVICE OPERATION; INTRODUCTION; PURPOSE AND OBJECTIVES; THE VALUE OF SERVICE OPERATION; KEY ACTIVITIES AND FUNCTIONS; SELF-HELP; 6 CONTINUAL SERVICE IMPROVEMENT; INTRODUCTION; PURPOSE AND OBJECTIVES; KEY PRINCIPLES | |
| 505 | 8 | |a SECTION 3: THE PROCESSES AND FUNCTIONS7 BUSINESS RELATIONSHIP MANAGEMENT ; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; GENERAL PRINCIPLES; KEY ACTIVITIES; RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; METRICS; ROLES; 8 FINANCIAL MANAGEMENT FOR IT SERVICES ; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; ACTIVITIES AND CONCEPTS; RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; 9 DEMAND MANAGEMENT; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; UNDERSTANDING DEMAND FLUCTUATIONS; ATTEMPTING TO REDUCE PEAK DEMANDS; PATTERNS OF BUSINESS ACTIVITY; USER PROFILES | |
| 505 | 8 | |a THE BENEFITS OF DEMAND MANAGEMENTRELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; METRICS; ROLES; 10 SERVICE PORTFOLIO MANAGEMENT ; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; SERVICE PORTFOLIO COMPONENTS; KEY ACTIVITIES; RENEWING THE PORTFOLIO; RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; 11 DESIGN COORDINATION; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; BASIC CONCEPTS; ACTIVITIES; CHALLENGES; RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; METRICS; ROLES; 12 SERVICE CATALOGUE MANAGEMENT ; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; KEY ACTIVITIES | |
| 505 | 8 | |a RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSESROLES; 13 SERVICE LEVEL MANAGEMENT; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; BASIC CONCEPTS; SERVICE LEVEL AGREEMENTS; RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; METRICS; ROLES; 14 SUPPLIER MANAGEMENT; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; GENERAL PRINCIPLES; CATEGORISING SUPPLIERS; KEY ACTIVITIES; THE SUPPLIER AND CONTRACT MANAGEMENT INFORMATION SYSTEM (SCMIS); RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; ROLES; 15 CAPACITY MANAGEMENT; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; THE CAPACITY PLAN | |
| 590 | |a eBooks on EBSCOhost |b EBSCO eBook Subscription Academic Collection - Worldwide | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Information technology |x Management |x Examinations |v Study guides. | |
| 650 | 0 | |a Information resources management |x Examinations |v Study guides. | |
| 650 | 0 | |a Support services (Management) |x Examinations |v Study guides. | |
| 650 | 6 | |a Technologie de l'information |x Gestion |x Examens |v Guides de l'étudiant. | |
| 650 | 6 | |a Gestion de l'information |x Examens |v Guides de l'étudiant. | |
| 650 | 6 | |a Services de soutien (Gestion) |x Examens |v Guides de l'étudiant. | |
| 650 | 7 | |a Computing & information technology. |2 bicssc | |
| 650 | 7 | |a Maintenance & repairs. |2 bicssc | |
| 650 | 7 | |a Network management. |2 bicssc | |
| 650 | 7 | |a Office systems & equipment. |2 bicssc | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Industrial Management |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Management |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Management Science |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Organizational Behavior |2 bisacsh | |
| 655 | 7 | |a Study guides |2 fast | |
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| 880 | 4 | |6 264-00 |c �2016 | |
| 938 | |a EBSCOhost |b EBSC |n 1163872 | ||
| 938 | |a Askews and Holts Library Services |b ASKH |n AH30056745 | ||
| 938 | |a Askews and Holts Library Services |b ASKH |n AH30056746 | ||
| 938 | |a BCS, The Chartered Institute for IT |b BCSL |n 9781780173214 | ||
| 994 | |a 92 |b IZTAP | ||