Bon Grundlaget for IT Service Management Baseret På ITIL®

1. Auflage 2007
ISBN: 978-90-8753-841-5
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Dänisch, 250 Seiten

In recent years, IT Service Management has developed into a field in its own right. Organizations are now so dependent on the automation of large parts of their business processes that the quality of IT services and the synchronization of these services with the needs of the organization are now essential to their survival.

This introduction to IT Service Management, published by ITSMF-NL, is based on the latest edition of the ITIL books on Service Support and Service Delivery and is intended to serve as:

a thorough and convenient introduction to the field of IT Service Management and a selection of the core books in the IT Infrastructure Library (ITIL).

a self-study guide that contains all the material needed to prepare for the Foundation Certificate examination in IT Service Management.

This new edition contains only those topics relevant for Foundations exams. While this book may serve as a textbook, it is not a theoretical book. Instead, it contains a wealth of practical knowledge collected by the editorial board. This practical knowledge and the introduction to the field of IT service management make the book useful even for those not preparing for the examination.

Autoren/Hrsg.

Bon, Jan

Inhaltsverzeichnis

1;FORORD itSMF;6
2;Anerkendelser;7
3;1Indledning;14
4;2IT Service Management - baggrund;16
4.1;2.1Service og kvalitet ;16
4.2;2.2Organisation og politikker;22
4.3;2.3Processtyring ;29
5;3Introduktion til ITIL;34
5.1;3.1Baggrund;34
5.2;3.2Organisationer;36
5.3;3.3ITIL publikationer;38
6;4Incident Management;44
6.1;4.1Introduktion;44
6.2;4.2Formål;47
6.3;4.3Processen;48
6.4;4.4Aktiviteter;50
6.5;4.5Proces kontrol;54
6.6;4.6Omkostninger og mulige problemer;55
7;5Problem Management;58
7.1;5.1Introduktion;58
7.2;5.2Formål;59
7.3;5.3Processen;60
7.4;5.4Aktiviteter ;63
7.5;5.5Proceskontrol;67
7.6;5.6Omkostninger og mulige problemer;69
8;6Configuration Management;72
8.1;6.1Introduktion;72
8.2;6.2Formål;74
8.3;6.3Proces;75
8.4;6.4Aktiviteter ;77
8.5;6.5Proceskontrol ;87
8.6;6.6Omkostninger og mulige problemer;89
9;7Change Management;92
9.1;7.1Introduktion;92
9.2;7.2Formål;94
9.3;7.3Processen;95
9.4;7.4Aktiviteter;97
9.5;7.5Proceskontrol;105
9.6;7.6Omkostninger og mulige problemer;105
10;8Release Management;108
10.1;8.1Introduktion;108
10.2;8.2Formål;112
10.3;8.3Processen;113
10.4;8.4Aktiviteter;114
10.5;8.5Omkostninger og mulige problemer;119
11;9Service Desk;120
11.1;9.1Introduktion ;120
11.2;9.2Mål;121
11.3;9.3Struktur;121
11.4;9.4 Aktiviteter;125
11.5;9.5 Virkningsgrad;126
12;10Service Level Management;128
12.1;10.1 Introduktion;128
12.2;10.2 Formål;130
12.3;10.3 Processen;130
12.4;10.4 Aktiviteter;134
12.5;10.5 Proceskontrol;139
12.6;10.6 Omkostninger og mulige problemer;140
13;11Financial Management for it Services;142
13.1;11.1Introduktion;142
13.2;11.2 Formål;145
13.3;11.3Processen;146
13.4;11.4Aktiviteter;149
13.5;11.5 Proceskontrol;153
13.6;11.6Omkostninger og mulige problemer;154
14;12Capacity Management;156
14.1;12.1 Introduktion;156
14.2;12.2 Formål;157
14.3;12.3 Processen;157
14.4;12.4Aktiviteter;160
14.5;12.5 Proceskontrol;164
14.6;12.6 Omkostninger og mulige problemer;165
15;13IT Service Continuity Management;168
15.1;13.1Introduktion;168
15.2;13.2Mål ;168
15.3;13.3Processen;169
15.4;13.4Aktiviteter;170
15.5;13.5Proceskontrol;178
15.6;13.6Omkostninger og mulige problemer;180
16;14Availability Management;182
16.1;14.1Introduktion;182
16.2;14.2 Mål;184
16.3;14.3 Processen;184
16.4;14.4 Aktiviteter ;187
16.5;14.5 Proceskontrol;193
16.6;14.6 Omkostninger og mulige problemer;194
17;15Security Management;196
17.1;15.1 Introduktion;196
17.2;15.2 Mål ;197
17.3;15.3 Processen ;198
17.4;15.4 Aktiviteter;205
17.5;15.5 Proceskontrol;209
17.6;15.6 Omkostninger og mulige problemer;209
18;16The ITIL Qualification Scheme in IT Service Management;212
18.1;16.1Introduction;212
18.2;16.2Examination bodies;212
18.3;16.3Accredited Course Providers ;213
18.4;16.4Qualification Scheme;213
18.5;16.5Foundation Certificate;215
18.6;16.6Exam Preparation;217
18.7;16.7Benefits of the ITIL certification scheme;218
18.8;16.8Sample Questions;219
19;17Case study - Quick Couriers;236
19.1;17.1Configuration Management;237
19.2;17.2Incident Management & Service Desk;238
19.3;17.3Problem Management;239
19.4;17.4Change Management;240
19.5;17.5Release Management;241
19.6;17.6Availability Management;242
19.7;17.7Capacity Management;243
19.8;17.8IT Service Continuity Management;244
19.9;17.9Financial Management;245
19.10;17.10 Service Level Management;246
20;APPENDIX A Kilder;248
20.1;A1. Yderligere læsning;248
20.2;A2. Relevante web sites;248