ITIL Service strategy:
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: | XII, 483 S. Ill., zahlr. graph. Darst. |
| ISBN: | 9780113313044 9780113313235 |
Internformat
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Datensatz im Suchindex
| _version_ | 1820882384165273600 |
|---|---|
| adam_text |
Titel: ITIL® Service strategy
Autor:
Jahr: 2011
List of figures
List of tables
Foreword
Preface
Acknowledgements
1
Introduction
1.1 Overview
1.2 Context
?
viii
ix
?
xi
1
3
5
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
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 27
Service strategy principles 33
3.1 Strategy 35
3.2 Customers and services 41
3.3 Service providers 80
3.4 How to define services 87
3.5 Strategies for customer satisfaction 102
3.6 Service economics 106
3.7 Sourcing strategy 117
3.8 Service structures in the value
network 125
3.9 Service strategy inputs and outputs 128
131
4 Service strategy processes
4.1 Strategy management for
IT services
4.2 Service portfolio management
4.3 Financial management for
IT services 200
4.4 Demand management 244
4.5 Business relationship management 256
Service strategy, governance,
architecture and ITSM
implementation strategies 283
5.1 Governance 285
5.2 Establishing and maintaining
a service management system 290
5.3 IT service strategy and the business 290
5.4 IT service strategy and enterprise
architecture 292
5.5 IT service strategy and application
development 294
5.6 Creating a strategy for
implementing service
management processes 294
Organizing for service strategy 315
6.1 Organizational development 318
6.2 Organizational change 323
6.3 Organizational
departmentalization 323
6.4 Organizational design 324
6.5 Organizational culture 324
6.6 Functions 326
6.7 A logical organization structure
for an IT service provider 326
6.8 Roles 329
6.9 Responsibility model - RACI 337
6.10 Competence and training 338
Technology considerations 341
7.1 Service automation 344
7.2 Service interfaces 347
7.3 Tools for service strategy 350
133
170
8 Implementing service strategy 353
8.1 Implementation through
the lifecycle
355
8.2 Service strategy implementation
activities following a lifecycle
approach 356
8.3 The impact of service strategy on
other lifecycle stages 358
9 Challenges, risks and critical
success factors 363
9.1 Challenges 365
9.2 Risks 367
9.3 Critical success factors 369
Afterword 371
Appendix A: Present value of an
annuity 375
Appendix B: Description of asset types 379
B.1 Management 381
B.2 Organization 381
B.3 Process 381
B.4 Knowledge 381
B.5 People 382
B.6 Information 382
B.7 Applications 382
B.8 Infrastructure 382
B.9 Financial capital 383
Appendix C: Service strategy and the
cloud 385
C.1 Characteristics of cloud services 387
C.2 Types of cloud service 388
C.3 Types of cloud 388
C.4 Components of a cloud architecture 389
Appendix D: Related guidance 391
D.1 ITIL guidance and web services 393
D.2 Quality management system 393
D.3 Risk management 394
D.4 Governance of IT 394
D.5 COBIT 394
D.6 ISO/IEC 20000 service
management series 395
D.7 Environmental management and
green/sustainable IT 395
D.8 ISO standards and publications
for IT 396
D.9 ITIL and the OSI framework 396
D.10 Programme and project
management 397
D.11 Organizational change 397
D.12 Skills Framework for the
Information Age 398
D.13 Carnegie Mellon: CMMI and
eSCM framework
398
398
399
D.14 Balanced scorecard
D.15 Six Sigma
Appendix E: Risk assessment and
management 401
E.1 Definition of risk and risk
management 403
E.2 Management of Risk (M_o_R) 403
E.3 ISO 31000 404
E.4 ISO/IEC 27001 405
E.5 Risk IT 406
Appendix F: Examples of inputs and
outputs across the service lifecycle 409
References and further reading 413
Abbreviations and glossary 419
Index 463 |
| any_adam_object | 1 |
| building | Verbundindex |
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| ctrlnum | (OCoLC)750971817 (DE-599)HBZHT016940234 |
| discipline | Wirtschaftswissenschaften |
| edition | 2. ed. |
| format | Book |
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| isbn | 9780113313044 9780113313235 |
| language | English |
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| title_full_unstemmed | ITIL Service strategy [Cabinet Office] |
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