IT Service Management
A guide for ITIL Foundation Exam candidates
2nd edition
Ernest Brewster (author), Richard Griffiths (author), Aidan Lawes (author), John Sansbury (author)UK Price: £19.99 EU Price: €25.99 ROW (USD) Price: $31.99 ISBN: 9781906124939
Format: Paperback
Dimensions: 172 x 246 x 14
Number of pages: 200
Publication date: 08 MAY 2012
About the book:
ITIL® and IT service management have been practised successfully around the world for more than 20 years. ITIL® is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. This guide introduces ITIL both to Foundation Examination candidates and to people simply looking to gain a practical understanding of IT service management. This new edition is compatible with the 2011 update to ITIL®. It includes the following additional processes: business relationship management; design coordination; strategy management for IT services; transition planning and support. An ITIL® licensed product.
About the Author(s):
Dr Ernest Brewster is a champion of ITIL Service Management. Richard Griffiths is an ITIL trainer. Aidan Lawes is an authority on service management and co-authored ISO/IEC 20000. John Sansbury is a principal consultant and head of practice for service management.
Table of Contents:
SECTION 1: OVERVIEW
1 What is service management?
SECTION 2: THE SERVICE LIFECYCLE
2 Service strategy
3 Service design
4 Service transition
5 Service operation
6 Continual service improvement
SECTION 3: THE PROCESSES AND FUNCTIONS
7 IT financial management
8 Demand management
9 Service portfolio management
10 Service catalogue management
11 Service level management
12 Supplier management
13 Capacity management
14 Availability management
15 Service continuity management
16 Information security management and access management
17 Knowledge management
18 Service asset and configuration management
19 Change management
20 Release and deployment
21 The service desk
22 Request fulfilment
23 Incident management
24 Problem management
25 IT operations management
26 Event management
27 Application management
28 Technical management
29 The seven-step improvement process
SECTION 4: MEASUREMENT AND METRICS, AND THE DEMING CYCLE
30 Measurement and metrics
31 The Deming Cycle
APPENDIX
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