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|Additional Physical Format:||Print version:
ITIL For Dummies.
Hoboken : John Wiley & Sons, ©2012
|Material Type:||Document, Internet resource|
|Document Type:||Internet Resource, Computer File|
|All Authors / Contributors:||
|ISBN:||9781119951179 1119951178 9781119951193 1119951194 9781119951186 1119951186 1119950139 9781119950134|
Transition Planning and Support.
|Description:||1 online resource.|
|Contents:||ITIL® For Dummies®; Contents at a Glance; Table of Contents; Introduction; About This Book; Foolish Assumptions; How This Book Is Organised; Icons Used in This Book; Where to Go from Here; Part I: How ITIL Can Help You; Chapter 1: Managing IT Services: Welcome to the World of ITIL; Defining Some Basic Terms; Equating Service Management with Customer Service; Understanding ITIL: Best Practice Guidance; Piecing Together the Jigsaw: The Content of ITIL; Debunking Some Common Misconceptions about ITIL; Taking the ITIL Qualifications; Chapter 2: Using the Building Blocks of ITIL; Defining Services. Understanding IT Service ManagementUnderstanding Who Provides the IT Services; Knowing the IT Service Management Stakeholders; Creating Value; Having the Right Assets; Exploring Processes, Functions and Roles; Who Does What? Looking at Some Important Roles; Understanding Governance; Chapter 3: Outlining the Structure of ITIL; Getting to Know the Service Lifecycle; So Who Actually Carries Out ITIL Activities? Understanding the Functions; Dealing with the Users: The Service Desk; Managing the Day-to-day Stuff: IT Operations Management; Managing the Technology; Managing the Applications. Part II: Getting to Grips with the Service Lifecycle and the ProcessesChapter 4: Thinking It Through: Service Strategy; Understanding Strategy; Understanding the Purpose of the Service Strategy Stage; Understanding Some Basic Principles; Overview of the Service Strategy Processes; Knowing Your Services: Service Portfolio Management; Managing Your Finances: Financial Management for IT Services; Identifying the Demand: Demand Management; Getting Friendly with Your Customers: Business Relationship Management; Using Technology for Service Strategy. Chapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management ProcessesUnderstanding the Purpose of the Service Design Lifecycle Stage; Understanding Some Basic Principles; Managing Service Levels: Service Level Management; Keeping Information about the Live Services: Service Catalogue Management; Getting Friendly with Third-party Suppliers: Supplier Management; Design Coordination; Identifying Service Design Roles; Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes; Making Sure the Service Is Available: Availability Management. Have We Got Enough? Capacity ManagementBeing Prepared for Anything: IT Service Continuity Management; Ensuring Security: Information Security Management; Identifying Service Design Roles; Chapter 7: Getting Physical: Service Transition; Understanding the Purpose of the Service Transition Lifecycle Phase; Looking at an Overview of the Service Transition Processes; Controlling Change: Change Management; Knowing What You've Got: Service Asset and Configuration Management; Getting the Release Out There: Release and Deployment Management; Making Better Decisions: Knowledge Management.|
|Series Title:||--For dummies.|