IT Service Management Based on ITIL® 2011 Edition (eBook)

Pierre Bernard (Autor)

eBook Download: PDF

2014 | 1. Auflage
348 Seiten
van Haren Publishing (Verlag)
978-94-018-0556-8 (ISBN)

Infos

For trainers free additional material of this book is available. This can be found under the 'Training Material' tab. Log in with your trainer account to access the material. In the world of international IT Service Management the previous editions of this book have acquired an excellent reputation as guidance on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This revised edition is based on ITIL 2011 Edition. It is written in the same concise way as the previous editions and covering all the facts. Readers will find that this title succinctly covers the key aspects of ITIL 2011 Edition. It is endorsed by AXELOS, the official ITIL Accreditor. The ITIL Lifecycle is fully covered. In addition there is much attention to the 26 IT Service Management processes and 4 Functions. These are described in detail. This means that it is easy for all readers to access and grasp the concepts of processes and functions that are so pivotal to many service management day-to-day operations. This title covers the following: •Introduction to the Service Lifecycle •Lifecycle phase: Service Strategy •Lifecycle phase: Service Design •Lifecycle phase: Service Transition •Lifecycle phase: Service Operation •Lifecycle phase: Continual Service Improvement New, compared with the previous edition on ITIL V3, are the processes for Strategy Management and Business Relationship Management. Also the other new and revised concepts of ITIL are covered in this book. ‘Well written and presented, this publication provides a useful addition to the core ITIL publications for anyone wanting to understand IT service management.’ Kevin Holland, Service Management Specialist, NHS ‘Pierre has produced an extremely useful summary of the current version of ITIL. This will be an invaluable day to day reference for all practitioners.’ Claire Agutter, ITIL Training Zone

Inhalt

Colophon 5
Foreword 6
1 Introduction 12
1.1 BACKGROUND 12
1.2 WHY THIS BOOK 14
1.3 ORGANIZATIONS INVOLVED IN ITIL 15
1.4 DIFFERENCES FROM PREVIOUS EDITIONS 17
1.5 STRUCTURE OF THIS BOOK 17
1.6 HOW TO USE THIS BOOK 18
PART 1 THE ITIL SERVICE LIFECYCLE 20
2 Introduction to Service Management and the Service Lifecycle 22
2.1 BASIC CONCEPTS 22
2.2 FUNCTIONS AND PROCESSES 26
2.3 GOVERNANCE AND MANAGEMENT SYSTEMS 33
2.4 ORGANIZATIONAL MATURITY 36
2.5 BENEFITS AND RISKS OF ITSM FRAMEWORKS 37
2.6 THE SERVICE LIFECYCLE 38
3 Functions 42
3.1 IT OPERATIONS MANAGEMENT 42
3.2 SERVICE DESK 45
3.3 TECHNICAL MANAGEMENT 51
3.4 APPLICATION MANAGEMENT 55
PART 2 PROCESSES IN THE LIFECYCLE PHASES 60
4 Service Strategy Phase 62
4.1 INTRODUCTION TO SERVICE STRATEGY 62
4.2 STRATEGY MANAGEMENT FOR IT SERVICES 63
4.3 SERVICE PORTFOLIO MANAGEMENT 73
4.4 FINANCIAL MANAGEMENT FOR IT SERVICES 83
4.5 DEMAND MANAGEMENT 91
4.6 BUSINESS RELATIONSHIP MANAGEMENT 97
5 Service Design Phase 106
5.1 INTRODUCTION TO SERVICE DESIGN 106
5.2 DESIGN ASPECTS 110
5.3 DESIGN ACTIVITIES 114
5.4 BASIC CONCEPTS OF SERVICE DESIGN 119
5.5 DESIGN COORDINATION 123
5.6 SERVICE CATALOGUE MANAGEMENT 129
5.7 SERVICE LEVEL MANAGEMENT 133
5.8 CAPACITY MANAGEMENT 139
5.9 AVAILABILITY MANAGEMENT 146
5.10 IT SERVICE CONTINUITY MANAGEMENT 155
5.11 INFORMATION SECURITY MANAGEMENT 161
5.12 SUPPLIER MANAGEMENT 168
5.13 ORGANIZATION 173
5.14 METHODS, TECHNIQUES AND TOOLS 174
5.15 IMPLEMENTATION CONSIDERATIONS 177
6 Service Transition Phase 180
6.1 INTRODUCTION TO SERVICE TRANSITION 180
6.2 BASIC CONCEPTS 183
6.3 TRANSITION PLANNING & SUPPORT
6.4 CHANGE MANAGEMENT 188
6.5 SERVICE ASSET & CONFIGURATION MANAGEMENT (SACM)
6.6 RELEASE & DEPLOYMENT MANAGEMENT
6.7 SERVICE VALIDATION & TESTING
6.8 CHANGE EVALUATION 227
6.9 KNOWLEDGE MANAGEMENT 230
6.10 ORGANIZATION 235
6.11 METHODS, TECHNOLOGY AND TOOLS 240
6.12 IMPLEMENTATION 240
7 Service Operation Phase 242
7.1 INTRODUCTION TO SERVICE OPERATION 242
7.2 MONITORING AND CONTROL 243
7.3 EVENT MANAGEMENT 248
7.4 INCIDENT MANAGEMENT 255
7.5 REQUEST FULFILMENT 262
7.6 PROBLEM MANAGEMENT 266
7.7 ACCESS MANAGEMENT 274
7.8 IMPLEMENTATION 279
7.9 SERVICE OPERATION ORGANIZATION 283
8 Continual Service Improvement Phase 288
8.1 INTRODUCTION TO CONTINUAL SERVICE IMPROVEMENT 288
8.2 BASIC CONCEPTS 290
8.3 CSI ACTIVITIES 295
8.4 CSI 7-STEP IMPROVEMENT PROCESS 298
8.5 ORGANIZATION 312
8.6 METHODS, TECHNIQUES AND TOOLS 316
8.7 IMPLEMENTATION 322
Annex A REFERENCES 332
Annex B Differences between ITIL V3 and ITIL 2011 Edition 334
B.1 ITIL SERVICE STRATEGY UPDATES 334
B.2 ITIL SERVICE DESIGN UPDATES 335
B.3 ITIL SERVICE TRANSITION UPDATE 336
B.4 ITIL SERVICE OPERATION UPDATES 337
B.5 ITIL CONTINUAL SERVICE IMPROVEMENT UPDATE 338
Index 342

Produkt-Details

• Erscheint lt. Verlag: 23.10.2014
• Verlagsort: Hertogenbosch
• Sprache: englisch
• Themenwelt: Schulbuch / Wörterbuch ► Schulbuch / Allgemeinbildende Schulen
• Themenwelt: Mathematik / Informatik ► Informatik ► Programmiersprachen / -werkzeuge
• Themenwelt: Mathematik / Informatik ► Informatik ► Software Entwicklung
• Themenwelt: Sozialwissenschaften ► Pädagogik
• Themenwelt: Technik ► Architektur
• Themenwelt: Technik ► Bauwesen
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Finanzierung
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Personalwesen
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Planung / Organisation
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Projektmanagement
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
• Schlagworte: It Management
• ISBN-10: 94-018-0556-3 / 9401805563
• ISBN-13: 978-94-018-0556-8 / 9789401805568