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20231017213018.0 |
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160422s2016 enka o 001 0 eng d |
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|c Zsym
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|a 9781780173214
|q (electronic bk.)
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|a 1780173210
|q (electronic bk.)
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|z 9781780173207
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|z 1780173180
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|z 9781780173184
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|a 1780173180
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|a 9781780173184
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|a 9781780173184
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|b 882849670
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|a (OCoLC)947111619
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|a CL0500000734
|b Safari Books Online
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|a HD30.2
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|a BUS
|x 082000
|2 bisacsh
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|a 658.4038
|2 23
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|a UAMI
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|a Brewster, Ernest,
|e author.
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1 |
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|a IT service management :
|b support for your ITSM foundation exam /
|c Ernest Brewster [and three others].
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|a Support for your ITSM foundation exam
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246 |
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|a Information technology service management
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|a Third edition.
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264 |
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|a Swindon, United Kingdom :
|b BCS, the Chartered Institute for IT,
|c [2016]
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|c ©2016
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300 |
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|a 1 online resource (1 volume) :
|b illustrations
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336 |
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|a text
|b txt
|2 rdacontent
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337 |
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|a computer
|b c
|2 rdamedia
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|a online resource
|b cr
|2 rdacarrier
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|a Description based on online resource; title from title page (Safari, viewed April 21, 2016).
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|a First edition published 2009.
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|a Includes index.
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520 |
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|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.
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|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
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505 |
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|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
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505 |
8 |
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|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
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505 |
8 |
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|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
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505 |
8 |
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|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
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590 |
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|a eBooks on EBSCOhost
|b EBSCO eBook Subscription Academic Collection - Worldwide
|
590 |
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|a O'Reilly
|b O'Reilly Online Learning: Academic/Public Library Edition
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650 |
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0 |
|a Information technology
|x Management
|x Examinations
|v Study guides.
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650 |
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0 |
|a Information resources management
|x Examinations
|v Study guides.
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650 |
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0 |
|a Support services (Management)
|x Examinations
|v Study guides.
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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
|
856 |
4 |
0 |
|u https://learning.oreilly.com/library/view/~/9781780173184/?ar
|z Texto completo (Requiere registro previo con correo institucional)
|
880 |
|
4 |
|6 264-00
|c �2016
|
938 |
|
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|a EBSCOhost
|b EBSC
|n 1163872
|
938 |
|
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|a Askews and Holts Library Services
|b ASKH
|n AH30056745
|
938 |
|
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|a Askews and Holts Library Services
|b ASKH
|n AH30056746
|
938 |
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|a BCS, The Chartered Institute for IT
|b BCSL
|n 9781780173214
|
994 |
|
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|a 92
|b IZTAP
|