Bernard Foundations of ITIL® 2011 Edition

1. Auflage 2020
ISBN: 978-90-8753-923-8
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 473 Seiten, WEB PDF

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This book and its predecessors have become the industry classic guide on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations.

This version has now been upgraded to reflect ITIL 2011 Edition. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL 2011 Edition upgrade.

The ITIL 2011 Edition approach covering the ITIL Lifecycle is fully covered. The new and re-written processes in ITIL 2011 Edition for strategy management and business relationship management are included, as well as the other new and improved concepts in ITIL 2011 Edition . This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations.

This title covers the following:

Lifecycle phase: Service strategy

Lifecycle phase: Service design

Lifecycle phase: Service transition

Lifecycle phase: Service operation

Lifecycle phase: Continual service improvement

Autoren/Hrsg.

Bernard, Pierre

Inhaltsverzeichnis

1;Colophon;5
2;Foreword;6
3;Acknowledgements;7
4;1 Introduction;12
4.1;1.1 Background;12
4.2;1.2 Why this book;14
4.3;1.3 Organisations;14
4.4;1.4 Differences from previous editions;15
4.5;1.5 Structure of the book;16
4.6;1.6 How to use this book;17
5;PART 1: THE ITIL SERVICE LIFECYCLE;18
5.1;2 Introduction to the service lifecycle;20
5.1.1;2.1 Introduction to ITIL®;20
5.1.2;2.2 IT governance;21
5.1.3;2.3 Organisational maturity;22
5.1.4;2.4 Benefits and risks of ITSM frameworks;25
5.1.5;2.4 Benefits and risks of ITSM frameworks;25
5.1.6;2.5 Service Lifecycle: concept and overview;26
5.2;3 Introduction to service management;32
5.2.1;3.1 Service management as a practice;32
5.2.2;3.2 Organising for service management;36
5.2.3;3.3 Governance and management systems;41
5.2.4;3.4 Monitoring and control;43
5.3;4 Functions;50
5.3.1;4.1 Basic concepts;50
5.3.2;4.2 Management of processes;55
5.3.3;4.3 About the functions;60
5.3.4;4.4 IT operations management;66
5.3.5;4.5 Service desk;68
5.3.6;4.6 Technical management;73
5.3.7;4.7 Application management;75
5.3.8;4.8 Service Operation roles and responsibilities;80
5.3.9;4.9 Service Operation organisation structures;82
5.3.10;4.10 Teams, roles and positions in ITSM;83
5.3.11;4.11 Tools used in ITSM;84
6;PART 2: PROCESSES IN THE LIFECYCLE PHASES;86
6.1;5 Service strategy phase;88
6.1.1;5.1 ITIL Service Strategy;88
6.1.2;5.2 ITIL Service Strategy;89
6.1.3;5.3 Strategy management for IT services;89
6.1.4;5.4 Service portfolio management;101
6.1.5;5.5 Financial management for IT services;113
6.1.6;5.6 Demand management;123
6.1.7;5.7 Business relationship management;130
6.2;6 Service design phase;140
6.2.1;6.1 ITIL Service Design;140
6.2.2;6.2 Introduction;140
6.2.3;6.3 Basic concepts;151
6.2.4;6.4 Processes and other activities;155
6.2.5;6.5 Design coordination;165
6.2.6;6.6 Service Catalogue Management;171
6.2.7;6.7 Service Level Management;176
6.2.8;6.8 Capacity Management;183
6.2.9;6.9 Availability Management;192
6.2.10;6.10 IT Service Continuity Management;202
6.2.11;6.11 Information Security Management;209
6.2.12;6.12 Supplier Management;217
6.2.13;6.13 Organisation;223
6.2.14;6.14 Methods, techniques and tools;225
6.2.15;6.15 Implementation considerations;227
6.3;7 Service transition phase;232
6.3.1;7.1 Service Transition;232
6.3.2;7.2 Introduction;233
6.3.3;7.3 Basic concepts;235
6.3.4;7.4 Processes and other activities;236
6.3.5;7.5 Transition Planning and Support;240
6.3.6;7.6 Change Management;246
6.3.7;7.7 Service Asset and Configuration Management;259
6.3.8;7.8 Release and Deployment Management;271
6.3.9;7.9 Service Validation and Testing;282
6.3.10;7.10 Change Evaluation;293
6.3.11;7.11 Knowledge Management;297
6.3.12;7.12 Organisation;303
6.3.13;7.13 Methods, technology and tools;308
6.3.14;7.14 Implementation;309
6.4;8 Service operation phase;314
6.4.1;8.1 Service Operation;314
6.4.2;8.2 Introduction;315
6.4.3;8.3 Processes and other activities;316
6.4.4;8.4 Methods, techniques and tools;319
6.4.5;8.5 Event Management;319
6.4.6;8.6 Incident Management;327
6.4.7;8.7 Request Fulfilment;336
6.4.8;8.8 Problem Management;341
6.4.9;8.9 Access Management;348
6.4.10;8.10 Implementation;354
6.5;9 Continual service improvement phase;358
6.5.1;9.1 Continual Service Improvement;358
6.5.2;9.2 Introduction;359
6.5.3;9.3 Basic concepts;360
6.5.4;9.4 Processes and other activities;366
6.5.5;9.5 CSI Improvement Process;369
6.5.6;9.6 Organisation;384
6.5.7;9.7 Methods, techniques and tools;388
6.5.8;9.8 Implementation;395
7;APPENDICES;408
7.1;A. References;410
7.2;B. ITIL 2011 summary of updates;412
7.2.1;B.1 Introduction;412
7.2.2;B.2 Global changes;412
7.2.3;B.3 ITIL Service Strategy;413
7.2.4;B.4 ITIL Service Design;415
7.2.5;B.5 ITIL Service Transition;416
7.2.6;B.6 ITIL Service Operation;416
7.2.7;B.7 ITIL Continual Service Improvement;418
7.2.8;B.8 ITIL glossary;418
7.2.9;B.9 Continual improvement;419
7.3;C. Glossary;420
7.3.1;C.1 ITIL Glossary;420
7.3.2;C.2 Glossary;421
7.4;D. Index;462
7.5;E. List of tables;468
7.6;F. List of figures;470