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Practical IT service management : a concise guide for busy executives /
Written in a question-and-answer format, this guide explains how to set up a technical service management structure, using the best practice framework established by the latest version of the IT Infrastructure Library (ITIL). The reader will learn how to: protect a company's reputation (if the...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Ely, Cambridgeshire, U.K. :
IT Governance Pub.,
2014.
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| Edición: | 2nd ed. |
| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Cover; Title; Copyright; Preface; About the Author; Contents; Introduction; Chapter 1: Introduction to IT Service Management; What is IT?; What are IT services?; What is IT service management?; What problematic issues do IT departments commonly face?; What issues do businesses face through heavy dependence on IT?; How can professional IT service management help?; Chapter 2: Overview of ITIL 2011; What is ITIL?; What are the main benefits of using a framework, such as ITIL?; How many departments are needed to implement IT service management or ITIL?; How did ITIL start and evolve?
- What were the main processes of ITIL Version 2?What was ITIL Version 3?; What is ITIL 2011?; Chapter 3: The ITIL Lifecycle; What is Service Strategy?; What departments or staff are required for service strategy?; What is Service Design?; What are the sub-processes of service design?; What departments or staff are required for service design?; What is Service Operation?; What are the sub-processes of service operation?; What departments or staff are required for service operations?; What is Service Transition?; What are the sub-processes of service transition?
- What departments or staff are required for service transition?What is Continual Service Improvement?; What are the sub-processes of continual service improvement?; What departments or staff are required for continual service improvement?; Chapter 4: Service Desk Function; What is a service desk?; Why do you need a service desk?; What are the responsibilities of a service desk?; What are the different types of service desk?; What options should be provided to contact your service desk?; What tools and equipment do service desk personnel need?; Are there any ITIL-compliant software or hardware?
- What job roles are needed in a service desk department?Some tips and advice for a responsive service desk; Chapter 5: Incident Management; What is an incident?; Isn't an incident the same as a problem?; What is incident management?; What are the responsibilities of incident management?; Why is incident management necessary?; What is incident priority?; What is a business impact?; What is an incident category?; How can IT services reduce the number of incidents?; What is classification matching?; What is incident routing?; What is incident escalation?; What is an incident lifecycle?
- What are the sub-processes of incident management?Chapter 6: Problem Management; What is a problem?; What is problem management?; Why is problem management necessary?; What are the responsibilities of problem management?; What are the sub-processes of problem management?; What is a known error database?; Examples of management reports; Chapter 7: Change Management; What is change?; What is change management?; Why is change management important?; Figure 6: Without change management; Figure 7: With change management; What are the responsibilities of change management?