Introduction to ITIL:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
London
Stationery Office
2005
|
| Ausgabe: | 1. publ. |
| Schriftenreihe: | ITIL, managing IT services
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | X, 242 S. graph. Darst. |
| ISBN: | 0113309732 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804134152179548160 |
|---|---|
| adam_text | CONTENTS
Forewords vi
Acknowledgements viii
1 Introduction 1
2 IT Service Management Background 3
2.1 Services and Quality 3
2.2 Organization and Policies 9
2.3 Process Management 15
3 Introduction to ITIL 21
3.1 Background 21
3.2 Organizations 23
3.3 The ITIL publications 24
4 Incident Management 31
4.1 Introduction 31
4.2 Objectives 34
4.3 The process 35
4.4 Activities 36
4.5 Process control 40
4.6 Costs and possible problems 42
5 Problem Management 45
5.1 Introduction 45
5.2 Objectives 46
5.3 The process 47
5.4 Activities 49
5.5 Process control 53
5.6 Costs and possible problems 55
6 Configuration Management 57
6.1 Introduction 57
6.2 Objectives 58
6.3 Process 60
6.4 Activities 62
6.5 Process control 1
6.6 Costs and possible problems 2
7 Change Management 75
7.1 Introduction 75
7.2 Objectives 77
7.3 The process ~7
7.4 Activities 80
7.5 Process control 86
7.6 Costs and possible problems 87
8 Release Management 89 I
8.1 Introduction 89
8.2 Objectives 92 ;
8.3 The process 93 j
8.4 Activities 95 ;
8.5 Costs and possible problems 99
9 Service Desk 101
9.1 Introduction 101
9.2 Objectives 102
9.3 Structure 102
9.4 Activities 105
9.5 Effectiveness 106
SERVICE DELIVERY
10 Service Level Management 109
10.1 Introduction 109
10.2 Objectives 111
10.3 The Process 111
10.4 Activities 115
10.5 Process control 119
10.6 Costs and possible problems 120
11 Financial Management for IT Services 123
11.1 Introduction 123
11.2 Objectives 126
11.3 The process 127
11.4 Activities 129
11.5 Process control 133
11.6 Costs and possible problems 134
12 Capacity Management 135
12.1 Introduction 135
12.2 Objectives 135
12.3 The process 136
12.4 Activities 139
12.5 Process control 142 |
12.6 Costs and possible problems 143
13 IT Service Continuity Management 145 j
13.1 Introduction 145 ;
13.2 Objectives 145 j
13.3 The process 146 i
13.4 Activities 146
13.5 Process control 154
13.6 Costs and possible problems 156
14 Availability Management 157
14.1 Introduction I57
14.2 Objectives 158
14.3 The process 159
14.4 Activities 161
14.5 Process control 167 %
14.6 Costs and possible problems 168 1
15 Security Management 171
15.1 Introduction 171
15.2 Objectives 172
15.3 Process 173
15.4 Activities 179
15.5 Process control 183
15.6 Costs and possible problems 183
16 ICT Infrastructure Management 185
16.1 Introduction 185
16.2 Objectives 186
16.3 Process 187
16.4 Activities 188
16.5 Process control 196
16.6 Costs and possible problems 198
17 Application Management 199
17.1 Introduction 199
17.2 Objectives 200
17.3 The process 200
17.4 Activities 208
17.5 Process control 213
17.6 Costs and possible problems 216
18 Business Perspective. The IS view on delivering services
to the business 217
18.1 Introduction 217
18.2 Basic concepts 217
18.3 The value of IT 218
18.4 The approach to business /IT alignment 219
18.5 Understanding the Business viewpoint 220
: 18.6 Managing the provision of service 221
18.7 Supplier Relation management 222
18.8 Roles, responsibilities and interfaces 223
19 Planning to implement Service Management 225
19.1 Introduction 225
19.2 Basic concepts 225
19.3 Stage 1: What is the vision? 228
19.4 Stage 2: Where are we now? 228
19.5 Stage 3: Where do we want tot be? 232
19.6 Stage 4: How do we get where we want to be? 233
19.7 Stage 5: How do we check if milestones have been reached? 237
19.8 Stage 6: How do we keep the momentum going? 238
Appendix A. Sources 241
Al. Further reading 241
A2. Relevant websites 241
|
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| illustrated | Illustrated |
| indexdate | 2024-07-09T20:20:04Z |
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| isbn | 0113309732 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-013829204 |
| oclc_num | 633237887 |
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| physical | X, 242 S. graph. Darst. |
| publishDate | 2005 |
| publishDateSearch | 2005 |
| publishDateSort | 2005 |
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| series2 | ITIL, managing IT services |
| spelling | Introduction to ITIL OGC, Office of Government Commerce 1. publ. London Stationery Office 2005 X, 242 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier ITIL, managing IT services Informationstechnik (DE-588)4026926-7 gnd rswk-swf Computer (DE-588)4070083-5 gnd rswk-swf Informationstechnik (DE-588)4026926-7 s DE-604 Computer (DE-588)4070083-5 s Großbritannien Office of Government Commerce Sonstige (DE-588)10032835-0 oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=013829204&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Introduction to ITIL Informationstechnik (DE-588)4026926-7 gnd Computer (DE-588)4070083-5 gnd |
| subject_GND | (DE-588)4026926-7 (DE-588)4070083-5 |
| title | Introduction to ITIL |
| title_auth | Introduction to ITIL |
| title_exact_search | Introduction to ITIL |
| title_full | Introduction to ITIL OGC, Office of Government Commerce |
| title_fullStr | Introduction to ITIL OGC, Office of Government Commerce |
| title_full_unstemmed | Introduction to ITIL OGC, Office of Government Commerce |
| title_short | Introduction to ITIL |
| title_sort | introduction to itil |
| topic | Informationstechnik (DE-588)4026926-7 gnd Computer (DE-588)4070083-5 gnd |
| topic_facet | Informationstechnik Computer |
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