ITIL Service design:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
London
TSO, The Stationery Office
2011
|
| Ausgabe: | 2. ed. |
| Schriftenreihe: | Best Management Practice
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Hier auch später erschienene, unveränderte Nachdrucke |
| Beschreibung: | XI, 442 S. Ill., zahlr. graph. Darst. |
| ISBN: | 9780113313051 9780113313235 |
Internformat
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Datensatz im Suchindex
| _version_ | 1820882384127524864 |
|---|---|
| adam_text |
Titel: ITIL® Service design
Autor:
Jahr: 2011
Contents
List of figures ?
List of tables vii
Foreword vii i
Preface ix
Acknowledgements ?
1 Introduction 1
1.1 Overview 3
1.2 Context 5
1.3 ÝTÝL ¡n relation to other publications
in the Best Management Practice
portfolio 7
1.4 Why is ITIL so successful? 9
1.5 Chapter summary 9
2 Service management as a practice 11
2.1 Services and service management 13
2.2 Basic concepts 20
2.3 Governance and management systems 25
2.4 The service lifecycle 28
3 Service design principles 33
3.1 Service design basics 35
3.2 Service design goals 44
3.3 Balanced design 44
3.4 Identifying service requirements 45
3.5 Identifying and documenting
business requirements and drivers 47
3.6 Design activities 48
3.7 Design aspects 49
3.8 The subsequent design activities 71
3.9 Design constraints 72
3.10 Service-oriented architecture 73
3.11 Service design models 74
3.12 Service design inputs and outputs 82
4 Service design processes 83
4.1 Design coordination 86
4.2 Service catalogue management 97
4.3 Service level management 106
4.4 Availability management 125
4.5 Capacity management 157
4.6 IT service continuity management 179
4.7 Information security management 196
4.8 Supplier management 207
5 Service design technology-related
activities 227
5.1 Requirements engineering 229
5.2 Management of data and
information 239
5.3 Management of applications 244
6 Organizing for service design 251
6.1 Organizational development 253
6.2 Functions 253
6.3 Roles 256
6.4 Responsibility model - RACI 270
6.5 Competence and training 270
7 Technology considerations 273
7.1 Service design tools 275
7.2 Service management tools 277
8 Implementing service design 281
8.1 Business impact analysis 283
8.2 Service level requirements 283
8.3 Risks to the services and processes 284
8.4 Implementing service design 284
8.5 Measurement of service design 288
9 Challenges, risks and critical
success factors 291
9.1 Challenges 293
9.2 Risks 294
9.3 Critical success factors and key
performance indicators 294
Afterword 297
Appendix A: The service design package 301
Appendix B: Service acceptance criteria 307
Appendix C: Process documentation
template 311
C.1 Process framework 313
Appendix D: Design and planning
documents and their contents 315
D.1 Design and architectural documents
and standards 317
D.2 IT plans 317
Appendix E: Environmental
architectures and standards 319
Appendix F: Sample service level
agreement and operational
level agreement 325
F.1 Sample service level agreement 327
F.2 Sample operational level agreement 330
Appendix G: Service catalogue example 333
Appendix H: The service management
process maturity framework 337
H.1 Initial (level 1) 339
H.2 Repeatable (level 2) 339
H.3 Defined (level 3) 340
H.4 Managed (level 4) 341
H.5 Optimizing (level 5) 341
Appendix I: Example of the contents
of a statement of requirements
and/or invitation to tender 343
Appendix J: Typical contents of a
capacity plan 347
J.1 Introduction 349
J.2 Management summary 349
J.3 Business scenarios 349
J.4 Scope and terms of reference of
the plan 349
J.5 Methods used 349
J.6 Assumptions made 349
J.7 Service summary 349
J.8 Resource summary 350
J.9 Options for service improvement 350
J.10 Costs forecast 350
J.11 Recommendations 350
Appendix K: Typical contents of a
recovery plan 351
K.1 Generic recovery plan 353
K.2 Supporting information 354
K.3 Recovery procedure 356
Appendix L: Procurement documents 357
Appendix M: Risk assessment and
management
M.1 Definition of risk and risk
management
M.2 Management of Risk (M_o_R)
M.3 ISO 31000
M.4 ISO/IEC 27001
M.5 Risk IT
Appendix N: Related guidance
N.1 ÝTÝL guidance and web services
N.2 Quality management system
N.3 Risk management
N.4 Governance of IT
N.5 COBIT
N.6 ISO/IEC 20000 service management
series
N.7 Environmental management and
green/sustainable IT
N.8 ISO standards and publications for IT
N.9 ITIL and the OSI framework
N.10 Programme and project management
N.11 Organizational change
N.12 Skills Framework for the Information
Age
N.13 Carnegie Mellon: CMMI and eSCM
framework
N.14 Balanced scorecard
N.15 Six Sigma
Appendix O: Examples of inputs and
outputs across the service lifecycle
Abbreviations and glossary
Index
361
363
363
364
365
366
369
371
371
372
372
372
373
373
374
374
375
375
376
376
376
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379
383
429 |
| any_adam_object | 1 |
| building | Verbundindex |
| bvnumber | BV039551201 |
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| dewey-full | 004.0688 |
| dewey-hundreds | 000 - Computer science, information, general works |
| dewey-ones | 004 - Computer science |
| dewey-raw | 004.0688 |
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| dewey-sort | 14.0688 |
| dewey-tens | 000 - Computer science, information, general works |
| discipline | Informatik Wirtschaftswissenschaften |
| edition | 2. ed. |
| format | Book |
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| isbn | 9780113313051 9780113313235 |
| language | English |
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| physical | XI, 442 S. Ill., zahlr. graph. Darst. |
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| spelling | ITIL Service design [Cabinet Office] ITIL Service design Service design 2. ed. London TSO, The Stationery Office 2011 XI, 442 S. Ill., zahlr. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Best Management Practice Hier auch später erschienene, unveränderte Nachdrucke Informationstechnik (DE-588)4026926-7 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf IT infrastructure library (DE-588)4778548-2 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Informationstechnik (DE-588)4026926-7 s Dienstleistung (DE-588)4012178-1 s IT infrastructure library (DE-588)4778548-2 s 1\p DE-604 Großbritannien Cabinet Office Sonstige (DE-588)1022093-8 oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024403079&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
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| title | ITIL Service design |
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| title_auth | ITIL Service design |
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| title_full_unstemmed | ITIL Service design [Cabinet Office] |
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