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Foundations of ITIL® V3

:	Arjen de Jong, Axel Kolthof, Jan van Bon
:	Foundations of ITIL® V3
:	Van Haren Publishing
:	9789087539160
:	1
:	CHF 43.20
:

:	Schulbücher Allgemeinbildende Schulen
:	English

:	381
:	DRM
:	PC/MAC/eReader/Tablet
:	PDF

Note: This book is available in several languages: Dutch, English, French, Spanish. Foundations of ITIL and its predecessors have become the industry classic guide 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 version has now been upgraded to reflect ITIL V3. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL V3 upgrade. The ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with the Version 2 process approach will be delighted to discover that this new edition of Foundations of ITIL has split out all the processes and describes them in detail. This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations. This title covers the following:

	Foreword	6
	Acknowledgements	7
	Chapter 1 Introduction	12
	1.1 Background	12
	1.2 Why this book	13
	1.3 Organizations	13
	1.4 Differences with previous editions	15
	1.5 Structure of the book	15
	1.6 How to use this book	16
	PART 1 THE ITIL SERVICE LIFECYCLE	18
	Chapter 2 Introduction to the Service Lifecycle	20
	2.1 Introduction to ITIL	20
	2.2 IT governance	21
	2.3 Organizational maturity	22
	2.4 Benefi ts and risks of ITSM frameworks	24
	2.5 Service Lifecycle: concept and overview	25
	Chapter 3 Lifecycle Phase: Service Strategy	32
	3.1 Introduction	32
	3.2 Basic concepts	35
	3.3 Processes and other activities	42
	3.4 Organization	55
	3.5 Methods, techniques and tools	62
	3.6 Implementation	67
	Chapter 4 Lifecycle Phase: Service Design	80
	4.1 Introduction	80
	4.2 Basic concepts	85
	4.3 Processes and other activities	88
	4.4 Organization	96
	4.5 Methods, techniques and tools	98
	4.6 Implementation	100
	Chapter 5 Lifecycle Phase: Service Transition	104
	5.1 Introduction	104
	5.2 Basic concepts	106
	5.3 Processes and other activities	107
	5.4 Organization	111
	5.5 Methods, technology and tools	116
	5.6 Implementation	116
	Chapter 6 Lifecycle Phase: Service Operation	120
	6.1 Introduction	120
	6.2 Basic concepts	121
	6.3 Processes and other activities	124
	6.4 Organization	132
	6.5 Methods, techniques and tools	145
	6.6 Implementation	146
	Chapter 7 Lifecycle Phase: Continual Service Improvement	150
	7.1 Introduction	150
	7.2 Basic concepts	151
	7.3 Processes and other activities	157
	7.4 Organization	159
	7.5 Methods, techniques and tools	163
	7.6 Implementation	170
	PART 2 FUNCTIONS AND PROCESSES	180
	Chapter 8 Introduction to Functions and Processes	182
	8.1 Introduction	182
	8.2 Management of processes	183
	8.3 Teams, roles and positions in ITSM	186
	8.4 Tools used in ITSM	187
	8.5 Communication in IT service organizations	187
	8.6 Culture	188
	8.7 Processes, projects, programs and portfolios	188
	8.8 Functions and processes in the lifecycle phases	190
	Chapter 9 Functions and Processes in Service Strategy	192
	9.1 Financial Management	192
	9.2 Service Portfolio Management (SPM)	198
	9.3 Demand Management	201
	Chapter 10 Functions and Processes in Service Design	204
	10.1 Service Catalogue Management	204
	10.2 Service Level Management	208
	10.3 Capacity Management	212
	10.4 Availability Management	218
	10.5 IT Service Continuity Management	226
	10.6 Information Security Management	231
	10.7 Supplier Management	236
	Chapter 11 Functions and Processes in Service Transition	240
	11.1 Transition Planning and Support	240
	11.2 Change Management	244
	11.3 Service Asset and Confi guration Management	253
	11.4 Release and Deployment Management	263
	11.5 Service Validation and Testing	271
	11.6 Evaluation	277
	11.7 Knowledge Management	280
	Chapter 12 Functions and Processes in Service Operation	284
	12.1 Event Management	284
	12.2 Incident Management	289
	12.3 Request Fulfi lment	295
	12.4 Problem Management	298
	12.5 Access Management	305
	12.6 Monitoring and Control	308
	12.7 IT Operations	313
	12.8 Service Desk	315
	Chapter 13 Functions and Processes in Continual Service Improvement	320
	13.1 CSI Improvement Process	320
	13.2 Service Reporting	330
	References	334
	Glossary	336
	Index	370