Overview

ITIL (R) is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. The guide introduces ITIL to Foundation Examination candidates and offers a practical understanding of IT service management. This new edition is compatible with the 2011 update to ITIL (R). It includes the following additional processes: business relationship management; design coordination; strategy management for IT services; transition planning and support. An ITIL (R) licensed product.

Full Product Details

Author:   Ernest Brewster ,  Richard Griffiths ,  Aidan Lawes ,  John Sansbury
Publisher:   BCS Learning & Development Limited
Imprint:   BCS, The Chartered Institute for IT
Edition:   2nd edition
Dimensions:   Width: 17.20cm , Height: 1.40cm , Length: 24.60cm
Weight:   0.390kg
ISBN:  

9781906124939

ISBN 10:   1906124930
Pages:   200
Publication Date:   08 May 2012
Audience:   Professional and scholarly ,  Professional & Vocational
Replaced By:   9781780173184
Format:   Paperback
Publisher's Status:   Active
Availability:   Available To Order  
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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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Author Information

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.

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