The official introduction to the ITIL service lifecycle:
Saved in:
| Format: | Book |
|---|---|
| Language: | English |
| Published: |
London
TSO
2007
|
| Edition: | 1. publ. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XI, 238 graph. Darst. |
| ISBN: | 9780113310616 0113310617 |
Staff View
MARC
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| 245 | 1 | 0 | |a The official introduction to the ITIL service lifecycle |
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Record in the Search Index
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| adam_text |
Contents
List of figures
List of tables
OGC's foreword
Chief Architect's foreword
Preface
Introduction
1.1 A historical perspective of IT service
management and ITIL
1.2 ITIL today
1.3 The ITIL value proposition
1.4 The ITIL service management
practices
1.5 What is a service?
1.6 Navigating the ITIL Service
Management Lifecycle
Core guidance topics
2.1 Service Strategy
2.2 Service Design
2.3 Service Transition
2.4 Service Operation
2.5 Continual Service Improvement
2.6 Lifecycle quality control
VI
VIII
IX
XI
3
3
4
4
5
9
11
11
12
12
12
13
2.7 ITIL conformance or compliance - practice
adaptation 13
2.8 Getting started - Service Lifecycle
principles 14
The ITIL Service Management
Lifecycle - core of practice 17
3.1 Functions and Processes across the lifecycle 20
Service Strategy - governance and decision-making 23
4.1 Strategic assessment 25
4.2 Developing strategic capabilities 27
4.3 Service Provider types - matching need to capability 27
4.4 Services as assets - value creation 28
4.5 Defining the market space 29
4.6 Service Portfolios 30
4.7 Service outsourcing - practical decision-making 33
4.8 Return on investment (ROI) 35
4.9 Financial Management 36
4.10 Increasing service potential 38
4.11 Organizational development 39
Contents
List of figures
List of tables
OGC's foreword
Chief Architect's foreword
Preface
Introduction
1.1 A historical perspective of IT service
management and ITIL
1.2 ITIL today
1.3 The ITIL value proposition
1.4 The ITIL service management
practices
1.5 What is a service?
1.6 Navigating the ITIL Service
Management Lifecycle
Core guidance topics
2.1 Service Strategy
2.2 Service Design
2.3 Service Transition
2.4 Service Operation
2.5 Continual Service Improvement
2.6 Lifecycle quality control
VI
VIII
IX
XI
3
3
4
4
5
9
11
11
12
12
12
13
2.7 ITIL conformance or compliance - practice
adaptation 13
2.8 Getting started - Service Lifecycle
principles 14
The ITIL Service Management
Lifecycle - core of practice 17
3.1 Functions and Processes across the lifecycle 20
Service Strategy - governance and decision-making 23
4.1 Strategic assessment 25
4.2 Developing strategic capabilities 27
4.3 Service Provider types - matching need to capability 27
4.4 Services as assets - value creation 28
4.5 Defining the market space 29
4.6 Service Portfolios 30
4.7 Service outsourcing - practical decision-making 33
4.8 Return on investment (ROI) 35
4.9 Financial Management 36
4.10 Increasing service potential 38
4.11 Organizational development 39
IV
Contents
5 Service Design - building structural
service integrity
5.1 Business value
5.2 Five aspects of Service Design
5.3 Identifying service requirements
5.4 Service Design models
5.5 Delivery model options
5.6 Service Catalogue Management
5.7 Service Level Management
5.8 Capacity Management
5.9 Availability Management
5.10 IT Service Continuity Management
5.11 Information Security Management
5.12 Supplier Management
6 Service Transition - preparing for
change
6.1 Transition Planning and Support
6.2 Change Management
6.3 Asset and Configuration
Management
6.4 Release and Deployment
Management
6.5 Service Validation and Testing
Releases
7 Service Operation 91
43 7.1 Business value 94
46 7.2 Event Management 94
46 7.3 Incident Management 96
47 7.4 Request Fulfilment 99
48 7.5 Problem Management 101
49 7.6 Access Management 105
50 7.7 Service Operation functions 106
52 7.8 IT Operations Management 116
55 7.9 Application Management 117
60 64 7.10 Service Operation and project management 121
66 70 7.11 Assessing and managing risk in Service Operation 122
73
76
80
83
86
88
8
7.12 Operational staff in Service Design
and Transition
122
Continual Service Improvement 125
8.1 Purpose of CSI 125
8.2 CSI objectives 126
8.3 Business drivers 128
8.4 Technology drivers 128
8.5 Service measurement 129
8.6 Continual Service Improvement
processes 129
8.7 Service reporting 140
Contents
9 Complementary guidance 145
9.1 ITIL and other frameworks, practices
and standards 145
10 The ITIL Service Management
Model 149
10.1 Model element types 149
10.2 Basic elements 151
10.3 Creating a service 155
10.4 Strategy generation 155
10.5 Deciding the course of action to
create a new service 158
Acronyms 173
Glossary 177
Index 227 |
| adam_txt |
Contents
List of figures
List of tables
OGC's foreword
Chief Architect's foreword
Preface
Introduction
1.1 A historical perspective of IT service
management and ITIL
1.2 ITIL today
1.3 The ITIL value proposition
1.4 The ITIL service management
practices
1.5 What is a service?
1.6 Navigating the ITIL Service
Management Lifecycle
Core guidance topics
2.1 Service Strategy
2.2 Service Design
2.3 Service Transition
2.4 Service Operation
2.5 Continual Service Improvement
2.6 Lifecycle quality control
VI
VIII
IX
XI
3
3
4
4
5
9
11
11
12
12
12
13
2.7 ITIL conformance or compliance - practice
adaptation 13
2.8 Getting started - Service Lifecycle
principles 14
The ITIL Service Management
Lifecycle - core of practice 17
3.1 Functions and Processes across the lifecycle 20
Service Strategy - governance and decision-making 23
4.1 Strategic assessment 25
4.2 Developing strategic capabilities 27
4.3 Service Provider types - matching need to capability 27
4.4 Services as assets - value creation 28
4.5 Defining the market space 29
4.6 Service Portfolios 30
4.7 Service outsourcing - practical decision-making 33
4.8 Return on investment (ROI) 35
4.9 Financial Management 36
4.10 Increasing service potential 38
4.11 Organizational development 39
Contents
List of figures
List of tables
OGC's foreword
Chief Architect's foreword
Preface
Introduction
1.1 A historical perspective of IT service
management and ITIL
1.2 ITIL today
1.3 The ITIL value proposition
1.4 The ITIL service management
practices
1.5 What is a service?
1.6 Navigating the ITIL Service
Management Lifecycle
Core guidance topics
2.1 Service Strategy
2.2 Service Design
2.3 Service Transition
2.4 Service Operation
2.5 Continual Service Improvement
2.6 Lifecycle quality control
VI
VIII
IX
XI
3
3
4
4
5
9
11
11
12
12
12
13
2.7 ITIL conformance or compliance - practice
adaptation 13
2.8 Getting started - Service Lifecycle
principles 14
The ITIL Service Management
Lifecycle - core of practice 17
3.1 Functions and Processes across the lifecycle 20
Service Strategy - governance and decision-making 23
4.1 Strategic assessment 25
4.2 Developing strategic capabilities 27
4.3 Service Provider types - matching need to capability 27
4.4 Services as assets - value creation 28
4.5 Defining the market space 29
4.6 Service Portfolios 30
4.7 Service outsourcing - practical decision-making 33
4.8 Return on investment (ROI) 35
4.9 Financial Management 36
4.10 Increasing service potential 38
4.11 Organizational development 39
IV
Contents
5 Service Design - building structural
service integrity
5.1 Business value
5.2 Five aspects of Service Design
5.3 Identifying service requirements
5.4 Service Design models
5.5 Delivery model options
5.6 Service Catalogue Management
5.7 Service Level Management
5.8 Capacity Management
5.9 Availability Management
5.10 IT Service Continuity Management
5.11 Information Security Management
5.12 Supplier Management
6 Service Transition - preparing for
change
6.1 Transition Planning and Support
6.2 Change Management
6.3 Asset and Configuration
Management
6.4 Release and Deployment
Management
6.5 Service Validation and Testing
Releases
7 Service Operation 91
43 7.1 Business value 94
46 7.2 Event Management 94
46 7.3 Incident Management 96
47 7.4 Request Fulfilment 99
48 7.5 Problem Management 101
49 7.6 Access Management 105
50 7.7 Service Operation functions 106
52 7.8 IT Operations Management 116
55 7.9 Application Management 117
60 64 7.10 Service Operation and project management 121
66 70 7.11 Assessing and managing risk in Service Operation 122
73
76
80
83
86
88
8
7.12 Operational staff in Service Design
and Transition
122
Continual Service Improvement 125
8.1 Purpose of CSI 125
8.2 CSI objectives 126
8.3 Business drivers 128
8.4 Technology drivers 128
8.5 Service measurement 129
8.6 Continual Service Improvement
processes 129
8.7 Service reporting 140
Contents
9 Complementary guidance 145
9.1 ITIL and other frameworks, practices
and standards 145
10 The ITIL Service Management
Model 149
10.1 Model element types 149
10.2 Basic elements 151
10.3 Creating a service 155
10.4 Strategy generation 155
10.5 Deciding the course of action to
create a new service 158
Acronyms 173
Glossary 177
Index 227 |
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| isbn | 9780113310616 0113310617 |
| language | English |
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| spelling | The official introduction to the ITIL service lifecycle 1. publ. London TSO 2007 XI, 238 graph. Darst. txt rdacontent n rdamedia nc rdacarrier Computer industry Customer services Management Electronic office machine industry Customer services Management IT infrastructure library (DE-588)4778548-2 gnd rswk-swf IT infrastructure library (DE-588)4778548-2 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=015586863&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | The official introduction to the ITIL service lifecycle Computer industry Customer services Management Electronic office machine industry Customer services Management IT infrastructure library (DE-588)4778548-2 gnd |
| subject_GND | (DE-588)4778548-2 |
| title | The official introduction to the ITIL service lifecycle |
| title_auth | The official introduction to the ITIL service lifecycle |
| title_exact_search | The official introduction to the ITIL service lifecycle |
| title_exact_search_txtP | The official introduction to the ITIL service lifecycle |
| title_full | The official introduction to the ITIL service lifecycle |
| title_fullStr | The official introduction to the ITIL service lifecycle |
| title_full_unstemmed | The official introduction to the ITIL service lifecycle |
| title_short | The official introduction to the ITIL service lifecycle |
| title_sort | the official introduction to the itil service lifecycle |
| topic | Computer industry Customer services Management Electronic office machine industry Customer services Management IT infrastructure library (DE-588)4778548-2 gnd |
| topic_facet | Computer industry Customer services Management Electronic office machine industry Customer services Management IT infrastructure library |
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