Bernard IT Service Management Based on ITIL® 2011 Edition

1. Auflage 2014
ISBN: 978-94-018-0556-8
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 349 Seiten, WEB PDF

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In the world of international IT Service Management the previous editions of this book have acquired an excellent reputation as guidance 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 revised edition is based on ITIL 2011 Edition. It is written in the same concise way as the previous editions and covering all the facts. Readers will find that this title succinctly covers the key aspects of ITIL 2011 Edition. It is endorsed by AXELOS, the official ITIL Accreditor.

The ITIL Lifecycle is fully covered. In addition there is much attention to the 26 IT Service Management processes and 4 Functions. These are described in detail. This means that it is easy for all readers to access and grasp the concepts of processes and functions that are so pivotal to many service management day-to-day operations.

This title covers the following: Introduction to the Service Lifecycle Lifecycle phase: Service Strategy Lifecycle phase: Service Design Lifecycle phase: Service Transition Lifecycle phase: Service Operation Lifecycle phase: Continual Service Improvement

New, compared with the previous edition on ITIL V3, are the processes for Strategy Management and Business Relationship Management. Also the other new and revised concepts of ITIL are covered in this book.

Well written and presented, this publication provides a useful addition to the core ITIL publications for anyone wanting to understand IT service management.
Kevin Holland, Service Management Specialist, NHS

Pierre has produced an extremely useful summary of the current version of ITIL. This will be an invaluable day to day reference for all practitioners.
Claire Agutter, ITIL Training Zone

Autoren/Hrsg.

Bernard, Pierre

Inhaltsverzeichnis

1;Colophon;5
2;Foreword;6
3;1 Introduction;12
3.1;1.1 BACKGROUND;12
3.2;1.2 WHY THIS BOOK;14
3.3;1.3 ORGANIZATIONS INVOLVED IN ITIL;15
3.4;1.4 DIFFERENCES FROM PREVIOUS EDITIONS;17
3.5;1.5 STRUCTURE OF THIS BOOK;17
3.6;1.6 HOW TO USE THIS BOOK;18
4;PART 1 THE ITIL SERVICE LIFECYCLE;20
4.1;2 Introduction to Service Management and the Service Lifecycle;22
4.1.1;2.1 BASIC CONCEPTS;22
4.1.2;2.2 FUNCTIONS AND PROCESSES;26
4.1.3;2.3 GOVERNANCE AND MANAGEMENT SYSTEMS;33
4.1.4;2.4 ORGANIZATIONAL MATURITY;36
4.1.5;2.5 BENEFITS AND RISKS OF ITSM FRAMEWORKS;37
4.1.6;2.6 THE SERVICE LIFECYCLE;38
4.2;3 Functions;42
4.2.1;3.1 IT OPERATIONS MANAGEMENT;42
4.2.2;3.2 SERVICE DESK;45
4.2.3;3.3 TECHNICAL MANAGEMENT;51
4.2.4;3.4 APPLICATION MANAGEMENT;55
5;PART 2 PROCESSES IN THE LIFECYCLE PHASES;60
5.1;4 Service Strategy Phase;62
5.1.1;4.1 INTRODUCTION TO SERVICE STRATEGY;62
5.1.2;4.2 STRATEGY MANAGEMENT FOR IT SERVICES;63
5.1.3;4.3 SERVICE PORTFOLIO MANAGEMENT;73
5.1.4;4.4 FINANCIAL MANAGEMENT FOR IT SERVICES;83
5.1.5;4.5 DEMAND MANAGEMENT;91
5.1.6;4.6 BUSINESS RELATIONSHIP MANAGEMENT;97
5.2;5 Service Design Phase;106
5.2.1;5.1 INTRODUCTION TO SERVICE DESIGN;106
5.2.2;5.2 DESIGN ASPECTS;110
5.2.3;5.3 DESIGN ACTIVITIES;114
5.2.4;5.4 BASIC CONCEPTS OF SERVICE DESIGN;119
5.2.5;5.5 DESIGN COORDINATION;123
5.2.6;5.6 SERVICE CATALOGUE MANAGEMENT;129
5.2.7;5.7 SERVICE LEVEL MANAGEMENT;133
5.2.8;5.8 CAPACITY MANAGEMENT;139
5.2.9;5.9 AVAILABILITY MANAGEMENT;146
5.2.10;5.10 IT SERVICE CONTINUITY MANAGEMENT;155
5.2.11;5.11 INFORMATION SECURITY MANAGEMENT;161
5.2.12;5.12 SUPPLIER MANAGEMENT;168
5.2.13;5.13 ORGANIZATION;173
5.2.14;5.14 METHODS, TECHNIQUES AND TOOLS;174
5.2.15;5.15 IMPLEMENTATION CONSIDERATIONS;177
5.3;6 Service Transition Phase;180
5.3.1;6.1 INTRODUCTION TO SERVICE TRANSITION;180
5.3.2;6.2 BASIC CONCEPTS;183
5.3.3;6.3 TRANSITION PLANNING & SUPPORT;183
5.3.4;6.4 CHANGE MANAGEMENT;188
5.3.5;6.5 SERVICE ASSET & CONFIGURATION MANAGEMENT (SACM);201
5.3.6;6.6 RELEASE & DEPLOYMENT MANAGEMENT;212
5.3.7;6.7 SERVICE VALIDATION & TESTING;219
5.3.8;6.8 CHANGE EVALUATION;227
5.3.9;6.9 KNOWLEDGE MANAGEMENT;230
5.3.10;6.10 ORGANIZATION;235
5.3.11;6.11 METHODS, TECHNOLOGY AND TOOLS;240
5.3.12;6.12 IMPLEMENTATION;240
5.4;7 Service Operation Phase;242
5.4.1;7.1 INTRODUCTION TO SERVICE OPERATION;242
5.4.2;7.2 MONITORING AND CONTROL;243
5.4.3;7.3 EVENT MANAGEMENT;248
5.4.4;7.4 INCIDENT MANAGEMENT;255
5.4.5;7.5 REQUEST FULFILMENT;262
5.4.6;7.6 PROBLEM MANAGEMENT;266
5.4.7;7.7 ACCESS MANAGEMENT;274
5.4.8;7.8 IMPLEMENTATION;279
5.4.9;7.9 SERVICE OPERATION ORGANIZATION;283
5.5;8 Continual Service Improvement Phase;288
5.5.1;8.1 INTRODUCTION TO CONTINUAL SERVICE IMPROVEMENT;288
5.5.2;8.2 BASIC CONCEPTS;290
5.5.3;8.3 CSI ACTIVITIES;295
5.5.4;8.4 CSI 7-STEP IMPROVEMENT PROCESS;298
5.5.5;8.5 ORGANIZATION;312
5.5.6;8.6 METHODS, TECHNIQUES AND TOOLS;316
5.5.7;8.7 IMPLEMENTATION;322
6;Annex A REFERENCES;332
7;Annex B Differences between ITIL V3 and ITIL 2011 Edition;334
7.1;B.1 ITIL SERVICE STRATEGY UPDATES;334
7.2;B.2 ITIL SERVICE DESIGN UPDATES;335
7.3;B.3 ITIL SERVICE TRANSITION UPDATE;336
7.4;B.4 ITIL SERVICE OPERATION UPDATES;337
7.5;B.5 ITIL CONTINUAL SERVICE IMPROVEMENT UPDATE;338
8;Index;342