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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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Brewster, Ernest (Autor)
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 (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • 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
  • 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
  • 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
  • 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
  • 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