Overview

Full Product Details

Author:   John Sansbury ,  Ernest Brewster ,  Aidan Lawes ,  Richard Griffiths
Publisher:   BCS Learning & Development Limited
Imprint:   BCS, The Chartered Institute for IT
Edition:   3rd New edition
Dimensions:   Width: 17.00cm , Height: 1.20cm , Length: 24.40cm
Weight:   0.367kg
ISBN:  

9781780173184

ISBN 10:   1780173180
Pages:   226
Publication Date:   21 March 2016
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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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

Reviews

'The no-nonsense approach of this book appeals to me. Straight-shooting description, examples and advice from experienced guys.' Rob England,The IT Skeptic (review of previous edition)

'The no-nonsense approach of this book appeals to me. Straight-shooting description, examples and advice from experienced guys.' Rob England,The IT Skeptic (review of previous edition) 'This is absolutely a valuable source of information.' -Erkan Karagulmez, SAP Consultant, CGI Belgium (review of previous edition)

'The no-nonsense approach of this book appeals to me. Straight-shooting description, examples and advice from experienced guys.' Rob England,The IT Skeptic (review of previous edition) 'This is absolutely a valuable source of information.' -Erkan Karagulmez, SAP Consultant, CGI Belgium (review of previous edition)

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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