ITIL Continual service improvement:
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, 246 S. Ill., zahlr. graph. Darst. |
| ISBN: | 9780113313082 9780113313235 |
Internformat
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Datensatz im Suchindex
| _version_ | 1820882384149544960 |
|---|---|
| adam_text |
Titel: ITIL® Continual service improvement
Autor:
Jahr: 2011
List of figures
List of tables
Foreword
Preface
Acknowledgements
1 Introduction
1.1 Overview
1.2 Context
1.3 ÝTÝL in relation to other publications
in the Best Management Practice
portfolio
1.4 Why is ITIL so successful?
1.5 Chapter summary
2 Service management as a practice
2.1 Services and service management
2.2 Basic concepts
2.3 Governance and management
systems
2.4 The service lifecycle
3 Continual service improvement
principles
3.1 Continual service improvement
approach
3.2 CSI and organizational change
3.3 Ownership
3.4 CSI register
3.5 External and internal drivers
3.6 Service level management
3.7 Knowledge management
3.8 The Deming Cycle
3.9 Service measurement
3.10 IT governance
V 5. ? ? i-rameworKS, moaeis, stanaaras and quality systems 42
vii 3.12 CSI inputs and outputs 44
viii ix 4 Continual service improvement processes 45
X 4.1 The seven-step improvement process 47
1 3 5 Continual service improvement methods and techniques 71
6 5.1 Methods and techniques 73
5.2 Assessments 74
Q 5.3 Benchmarking 79
o Q 5.4 Service measurement 85
O 10 5.5 Metrics 5.6 Return on investment 91 106
11 5.7 Service reporting 111
13 20 5.8 CSI and other service management processes 112
5.9 Summary 125
25 27 6 Organizing for continual service improvement 127
6.1 Organizational development 129
33 6.2 Functions 129
6.3 Roles 129
36 6.4 Customer engagement 138
36 6.5 Responsibility model - RACI 138
36 6.6 Competence and training 139
37 7 Technology considerations 143
37 7.1 Tools to support CSI activities 145
38 7.2 Summary 152
38
38
42
8 Implementing continual service
improvement
8.1 Critical considerations for
153
Appendix B: Example of a continual
service improvement register
183
implementing CSI 155
8.2 Where do I start? 155
8.3 Governance 156
8.4 CSI and organizational change 157
8.5 Communication strategy and plan 162
8.6 Summary 164
9 Challenges, risks and critical success factors 165
9.1 Challenges 167
9.2 Critical success factors 167
9.3 Risks 167
9.4 Summary 168
Afterword 169
Appendix A: Related guidance 173
A.1 ITIL guidance and web services 175
A.2 Quality management system 175
A.3 Risk management 176
A.4 Governance of IT 176
A.5 COBIT 176
A.6 ISO/IEC 20000 service
management series 177
A.7 Environmental management
and green/sustainable IT 177
A.8 ISO standards and publications
for IT 178
A.9 ITIL and the OSI framework 178
A. 10 Programme and project
management 179
A.11 Organizational change 179
A.12 Skills Framework for the
Information Age 180
A.13 Carnegie Mellon: CMMI and eSCM
framework 180
A.14 Balanced scorecard 180
A.15 Six Sigma 180
Appendix C: Risk assessment and management 187
C.1 Definition of risk and risk management 189
C.2 Management of Risk (M_o_R) 189
C.3 ISO 31000 190
C.4 ISO/IEC 27001 191
C.5 Risk IT 192
Appendix D: Examples of inputs and outputs across the service lifecycle 195
Abbreviations and glossary 199
Index 239 |
| any_adam_object | 1 |
| building | Verbundindex |
| bvnumber | BV039551227 |
| classification_rvk | QP 345 |
| ctrlnum | (OCoLC)750971764 (DE-599)HBZHT016940359 |
| discipline | Wirtschaftswissenschaften |
| edition | 2. ed. |
| format | Book |
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| indexdate | 2025-01-10T17:06:02Z |
| institution | BVB |
| institution_GND | (DE-588)1022093-8 |
| isbn | 9780113313082 9780113313235 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-024403103 |
| oclc_num | 750971764 |
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| physical | XI, 246 S. Ill., zahlr. graph. Darst. |
| publishDate | 2011 |
| publishDateSearch | 2011 |
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| publisher | TSO, The Stationery Office |
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| series2 | Best Management Practice |
| spelling | ITIL Continual service improvement [Cabinet Office] Continual service improvement ITIL Continual service improvement 2. ed. London TSO, The Stationery Office 2011 XI, 246 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 V3 (DE-588)7619112-6 gnd rswk-swf IT infrastructure library (DE-588)4778548-2 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Informationstechnik (DE-588)4026926-7 s IT infrastructure library (DE-588)4778548-2 s 1\p DE-604 IT infrastructure library V3 (DE-588)7619112-6 s 2\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=024403103&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 2\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | ITIL Continual service improvement Informationstechnik (DE-588)4026926-7 gnd Unternehmen (DE-588)4061963-1 gnd IT infrastructure library V3 (DE-588)7619112-6 gnd IT infrastructure library (DE-588)4778548-2 gnd |
| subject_GND | (DE-588)4026926-7 (DE-588)4061963-1 (DE-588)7619112-6 (DE-588)4778548-2 |
| title | ITIL Continual service improvement |
| title_alt | Continual service improvement ITIL Continual service improvement |
| title_auth | ITIL Continual service improvement |
| title_exact_search | ITIL Continual service improvement |
| title_full | ITIL Continual service improvement [Cabinet Office] |
| title_fullStr | ITIL Continual service improvement [Cabinet Office] |
| title_full_unstemmed | ITIL Continual service improvement [Cabinet Office] |
| title_short | ITIL Continual service improvement |
| title_sort | itil continual service improvement |
| topic | Informationstechnik (DE-588)4026926-7 gnd Unternehmen (DE-588)4061963-1 gnd IT infrastructure library V3 (DE-588)7619112-6 gnd IT infrastructure library (DE-588)4778548-2 gnd |
| topic_facet | Informationstechnik Unternehmen IT infrastructure library V3 IT infrastructure library |
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