Implementing ITSM
aligning with ITIL and ISO/IEC 20000
Samenvatting
This practical guide is a great solution to address the key problem how to implement ITIL and ISO 20000 when initial training has been completed. It supports the basic approaches to the fundamental processes small to medium sized companies will find the concise, practical guidance easy to follow and implement. It avoids the complex, enterprise-wide issues which though valid are not a major issues for those organizations whose IT processes form only a small part of the service offering to customers.
Each chapter has the following structure:
Improvement activities
Process inputs and outputs
Processes related to
Tools and techniques
Key Performance Indicators
Critical Success Factors
Improvement roles Benefits of effective
Implementation challenges and considerations
Typical assets and artifacts of an Improvement program
Specificaties
Inhoudsopgave
Acknowledgements
Introduction
1. Overview of ITIL v3, 2011 edition
2. Steps toward implementing and ITIL-based IT Service
3. Business Relationship Management
4. Service Level Management
5. Capacity Management
6. Availability Management
7. IT Service Continuity Management
8. Information Security Management
9. Change Management
10. Service Asset and Configuration Management
11. Release and Deployment Management
12. Incident Management
13. Problem Management
14. Service Desk
15. Service Management and Service Improvement
16. Implementing a basic Proces Quality Assurance function
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Razi Rais€ 50,14 -
Aninda Chatterjee€ 93,34
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Bjarne Stroustrup€ 88,54
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Mark Lutz€ 89,84
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Chapple€ 68,04
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Jesse Schell€ 81,44
