IT service management : support for your ITSM foundation exam / Ernest Brewster [and three others].
Material type:![Text](/opac-tmpl/lib/famfamfam/BK.png)
- text
- computer
- online resource
- 9781780173214
- 1780173210
- 1780173180
- 9781780173184
- Support for your ITSM foundation exam
- Information technology service management
- Information technology -- Management -- Examinations -- Study guides
- Information resources management -- Examinations -- Study guides
- Support services (Management) -- Examinations -- Study guides
- Technologie de l'information -- Gestion -- Examens -- Guides de l'étudiant
- Gestion de l'information -- Examens -- Guides de l'étudiant
- Services de soutien (Gestion) -- Examens -- Guides de l'étudiant
- Computing & information technology
- Maintenance & repairs
- Network management
- Office systems & equipment
- BUSINESS & ECONOMICS / Industrial Management
- BUSINESS & ECONOMICS / Management
- BUSINESS & ECONOMICS / Management Science
- BUSINESS & ECONOMICS / Organizational Behavior
- 658.4038 23
- HD30.2
Item type | Home library | Collection | Call number | Materials specified | Status | Date due | Barcode | |
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OPJGU Sonepat- Campus | E-Books EBSCO | Available |
Description based on online resource; title from title page (Safari, viewed April 21, 2016).
First edition published 2009.
Includes index.
This guide introduces ITIL to Foundation Examination candidates and offers a practical understanding of IT service management. It is compatible with the 2011 update to ITIL and includes the following additional processes: business relationship management, design coordination, strategy management for IT services and more.
Cover; Copyright; CONTENTS; LIST OF FIGURES AND TABLES; AUTHORS; ABBREVIATIONS; GLOSSARY; USEFUL WEBSITES; PREFACE; INTRODUCTION; HOW TO USE THIS BOOK; SECTION 1: OVERVIEW; 1 WHAT IS SERVICE MANAGEMENT?; INTRODUCTION; 'BEST PRACTICE' VERSUS 'GOOD PRACTICE'; THE ITIL FRAMEWORK; THE ITIL CORE; COMPLEMENTARY MATERIAL; RELATED MATERIAL; THE ITIL SERVICE MANAGEMENT MODEL; KEY CONCEPTS; SECTION 2: THE SERVICE LIFECYCLE; 2 SERVICE STRATEGY; INTRODUCTION; GOVERNANCE; RISK; KEY PROCESSES; IT SERVICE PROVIDER TYPES; THE FOUR PS OF STRATEGY; SERVICE MANAGEMENT AS A STRATEGIC ASSET
DEVELOPING STRATEGY FOR SPECIFIC SERVICESSERVICE ASSETS; VALUE; AUTOMATING SERVICE MANAGEMENT PROCESSES; 3 SERVICE DESIGN; INTRODUCTION; WHY SERVICE DESIGN?; THE FIVE MAJOR ASPECTS OF SERVICE DESIGN; OBJECTIVES OF SERVICE DESIGN; THE SERVICE DESIGN PACKAGE; 4 SERVICE TRANSITION; INTRODUCTION; PURPOSE AND OBJECTIVES; PROCESS OBJECTIVES AND VALUE; CHALLENGES; ROLES; 5 SERVICE OPERATION; INTRODUCTION; PURPOSE AND OBJECTIVES; THE VALUE OF SERVICE OPERATION; KEY ACTIVITIES AND FUNCTIONS; SELF-HELP; 6 CONTINUAL SERVICE IMPROVEMENT; INTRODUCTION; PURPOSE AND OBJECTIVES; KEY PRINCIPLES
SECTION 3: THE PROCESSES AND FUNCTIONS7 BUSINESS RELATIONSHIP MANAGEMENT ; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; GENERAL PRINCIPLES; KEY ACTIVITIES; RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; METRICS; ROLES; 8 FINANCIAL MANAGEMENT FOR IT SERVICES ; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; ACTIVITIES AND CONCEPTS; RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; 9 DEMAND MANAGEMENT; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; UNDERSTANDING DEMAND FLUCTUATIONS; ATTEMPTING TO REDUCE PEAK DEMANDS; PATTERNS OF BUSINESS ACTIVITY; USER PROFILES
THE BENEFITS OF DEMAND MANAGEMENTRELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; METRICS; ROLES; 10 SERVICE PORTFOLIO MANAGEMENT ; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; SERVICE PORTFOLIO COMPONENTS; KEY ACTIVITIES; RENEWING THE PORTFOLIO; RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; 11 DESIGN COORDINATION; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; BASIC CONCEPTS; ACTIVITIES; CHALLENGES; RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; METRICS; ROLES; 12 SERVICE CATALOGUE MANAGEMENT ; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; KEY ACTIVITIES
RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSESROLES; 13 SERVICE LEVEL MANAGEMENT; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; BASIC CONCEPTS; SERVICE LEVEL AGREEMENTS; RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; METRICS; ROLES; 14 SUPPLIER MANAGEMENT; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; GENERAL PRINCIPLES; CATEGORISING SUPPLIERS; KEY ACTIVITIES; THE SUPPLIER AND CONTRACT MANAGEMENT INFORMATION SYSTEM (SCMIS); RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES; ROLES; 15 CAPACITY MANAGEMENT; INTRODUCTION AND SCOPE; PURPOSE AND OBJECTIVES; THE CAPACITY PLAN
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