Jong / Kolthof / Bon Foundations of ITIL® V3

1. Auflage 2007
ISBN: 978-90-8753-916-0
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 381 Seiten, WEB PDF

Note: This book is available in several languages: Dutch, English, French, Spanish.

Foundations of ITIL 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 V3. 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 V3 upgrade.
The ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with the Version 2 process approach will be delighted to discover that this new edition of Foundations of ITIL has split out all the processes and describes them in detail. 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:

Autoren/Hrsg.

Jong, Arjen de

Kolthof, Axel

Bon, Jan van

Inhaltsverzeichnis

1;Foreword;6
2;Acknowledgements;7
3;Chapter 1 Introduction;12
3.1;1.1 Background;12
3.2;1.2 Why this book;13
3.3;1.3 Organizations;13
3.4;1.4 Differences with previous editions;15
3.5;1.5 Structure of the book;15
3.6;1.6 How to use this book;16
4;PART 1 THE ITIL SERVICE LIFECYCLE;18
4.1;Chapter 2 Introduction to the Service Lifecycle;20
4.1.1;2.1 Introduction to ITIL;20
4.1.2;2.2 IT governance;21
4.1.3;2.3 Organizational maturity;22
4.1.4;2.4 Benefi ts and risks of ITSM frameworks;24
4.1.5;2.5 Service Lifecycle: concept and overview;25
4.2;Chapter 3 Lifecycle Phase: Service Strategy;32
4.2.1;3.1 Introduction;32
4.2.2;3.2 Basic concepts;35
4.2.3;3.3 Processes and other activities;42
4.2.4;3.4 Organization;55
4.2.5;3.5 Methods, techniques and tools;62
4.2.6;3.6 Implementation;67
4.3;Chapter 4 Lifecycle Phase: Service Design;80
4.3.1;4.1 Introduction;80
4.3.2;4.2 Basic concepts;85
4.3.3;4.3 Processes and other activities;88
4.3.4;4.4 Organization;96
4.3.5;4.5 Methods, techniques and tools;98
4.3.6;4.6 Implementation;100
4.4;Chapter 5 Lifecycle Phase: Service Transition;104
4.4.1;5.1 Introduction;104
4.4.2;5.2 Basic concepts;106
4.4.3;5.3 Processes and other activities;107
4.4.4;5.4 Organization;111
4.4.5;5.5 Methods, technology and tools;116
4.4.6;5.6 Implementation;116
4.5;Chapter 6 Lifecycle Phase: Service Operation;120
4.5.1;6.1 Introduction;120
4.5.2;6.2 Basic concepts;121
4.5.3;6.3 Processes and other activities;124
4.5.4;6.4 Organization;132
4.5.5;6.5 Methods, techniques and tools;145
4.5.6;6.6 Implementation;146
4.6;Chapter 7 Lifecycle Phase: Continual Service Improvement;150
4.6.1;7.1 Introduction;150
4.6.2;7.2 Basic concepts;151
4.6.3;7.3 Processes and other activities;157
4.6.4;7.4 Organization;159
4.6.5;7.5 Methods, techniques and tools;163
4.6.6;7.6 Implementation;170
5;PART 2 FUNCTIONS AND PROCESSES;180
5.1;Chapter 8 Introduction to Functions and Processes;182
5.1.1;8.1 Introduction;182
5.1.2;8.2 Management of processes;183
5.1.3;8.3 Teams, roles and positions in ITSM;186
5.1.4;8.4 Tools used in ITSM;187
5.1.5;8.5 Communication in IT service organizations;187
5.1.6;8.6 Culture;188
5.1.7;8.7 Processes, projects, programs and portfolios;188
5.1.8;8.8 Functions and processes in the lifecycle phases;190
5.2;Chapter 9 Functions and Processes in Service Strategy;192
5.2.1;9.1 Financial Management;192
5.2.2;9.2 Service Portfolio Management (SPM);198
5.2.3;9.3 Demand Management;201
5.3;Chapter 10 Functions and Processes in Service Design;204
5.3.1;10.1 Service Catalogue Management;204
5.3.2;10.2 Service Level Management;208
5.3.3;10.3 Capacity Management;212
5.3.4;10.4 Availability Management;218
5.3.5;10.5 IT Service Continuity Management;226
5.3.6;10.6 Information Security Management;231
5.3.7;10.7 Supplier Management;236
5.4;Chapter 11 Functions and Processes in Service Transition;240
5.4.1;11.1 Transition Planning and Support;240
5.4.2;11.2 Change Management;244
5.4.3;11.3 Service Asset and Confi guration Management;253
5.4.4;11.4 Release and Deployment Management;263
5.4.5;11.5 Service Validation and Testing;271
5.4.6;11.6 Evaluation;277
5.4.7;11.7 Knowledge Management;280
5.5;Chapter 12 Functions and Processes in Service Operation;284
5.5.1;12.1 Event Management;284
5.5.2;12.2 Incident Management;289
5.5.3;12.3 Request Fulfi lment;295
5.5.4;12.4 Problem Management;298
5.5.5;12.5 Access Management;305
5.5.6;12.6 Monitoring and Control;308
5.5.7;12.7 IT Operations;313
5.5.8;12.8 Service Desk;315
5.6;Chapter 13 Functions and Processes in Continual Service Improvement;320
5.6.1;13.1 CSI Improvement Process;320
5.6.2;13.2 Service Reporting;330
6;References;334
7;Glossary;336
8;Index;370