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Viser: ITIL for Dummies
ITIL for Dummies
Peter Farenden
(2012)
Sprog: Engelsk
om ca. 10 hverdage
Detaljer om varen
- Paperback: 392 sider
- Udgiver: John Wiley & Sons, Limited (Marts 2012)
- ISBN: 9781119950134
- Understanding how ITIL can help you
- Getting to grips with ITIL processes and the service lifecycle
- Implementing ITIL into your day to day work
- Learn key skills in planning and carrying out design and implementation projects
Part I: How ITIL Can Help You 7
Chapter 1: Managing IT Services: Welcome to the World of ITIL 9
Chapter 2: Using the Building Blocks of ITIL 19
Chapter 3: Outlining the Structure of ITIL 37
Part II: Getting to Grips with the Service Lifecycle and the Processes 61
Chapter 4: Thinking It Through: Service Strategy 63
Chapter 5: Are We All Agreed? Service Design
Part 1: The Relationship Management Processes 95
Chapter 6: Designing Services to Be Fit for Use: Service Design
Part 2: The Warranty Processes 117
Chapter 7: Getting Physical: Service Transition 139
Chapter 8: Making Services Work Every Day: Service Operation 167
Chapter 9: Striving to Do Better: Continual Service Improvement 195
Part III: Getting Practical 215
Chapter 10: Implementing ITIL 217
Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset 245
Chapter 12: Going Back to the Drawing Board: Design Projects 265
Chapter 13: Organising the Troops: Transition Projects 281
Part IV: The
Part of Tens 301
Chapter 14: Ten Ways to Help ITIL Work for You 303
Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins 309
Chapter 16: Ten Places to Go for Help 317
Part V: Appendixes 323 Appendix A: Getting Qualified in ITIL 325 Appendix B: Glossary 333 Appendix C: Cross Referencing Processes 349 Index 355