Das kleine ITIL-2011-Buch:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | German |
| Published: |
München ; Harlow [u. a.]
Pearson
2013
|
| Edition: | 1. Aufl. |
| Series: | Business Pro
Always learning |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 128 S. graph. Darst. |
| ISBN: | 9783827332455 3827332451 |
Staff View
MARC
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Record in the Search Index
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|---|---|
| adam_text |
IMAGE 1
INHALTSVERZEICHNIS
EINLEITUNG 7 E.1 ORIENTIERUNG AN DEN UNTERNEHMENSANFORDERUNGEN 8 E.2 IT
INFRASTRUCTURE LIBRARY 9 E.3 UEBER DIESES BUCH 10 E.3.1 DIE STRUKTUR DES
BUCHES 10 E.3.2 DIE AUTORIN 11 1 IT INFRASTRUCTURE LIBRARY (ITIL) 13
1.1. SAMMLUNG VON BEST PRACTICES 15 1.2 DIE HISTORIE 16 1.3 SERVICES UND
SERVICE MANAGEMENT 16 1.3.1 WARRANTY UND UTILITY 17 1.3.2 BETEILIGTE
PERSONEN UND ROLLEN 18 1.4 GRUNDLEGENDE KONZEPTE 19 1.4.1 ASSETS,
RESSOURCEN UND FAEHIGKEITEN 19 1.4.2 PROZESS 20 1.4.3 FUNKTION 21 1.4.4
ROLLEN UND VERANTWORTLICHKEITEN 21 2 SERVICE STRATEGY 25 2.1 DIE PHASE
"SERVICE STRATEGY" 26 2.1.1 DIE STRATEGIE, KUNDEN UND SERVICES 26 2.1.2
SERVICE PROVIDER 29 2.1.3 SOURCING-STRATEGIEN 30 2.2 PROZESSE IN DER
SERVICE STRATEGY 30 2.2.1 STRATEGY MANAGEMENT FOR IT SERVICES 30 2.2.2
SERVICE PORTFOLIO MANAGEMENT 32 2.2.3 FINANCIAL MANAGEMENT FOR IT
SERVICES 34 2.2.4 DEMAND MANAGEMENT 36 2.2.5 BUSINESS RELATIONSHIP
MANAGEMENT 38 2.2.6 EXKURS: RISIKOMANAGEMENT 40 3 SERVICE DESIGN 43 3.1
DIE PHASE "SERVICE DESIGN" 44 3.1.1 PRINZIPIEN IM SERVICE DESIGN 45 3.2
PROZESSE IM SERVICE DESIGN 47 3.2.1 DESIGN COORDINATION 47 3.2.2 SERVICE
CATALOGUE MANAGEMENT 49 3.2.3 SERVICE LEVEL MANAGEMENT 51 3.2.4
AVAILABILITY MANAGEMENT 53 5 HTTP://D-NB.INFO/1028202849
IMAGE 2
INHALTSVERZEICHNIS
3.2.5 CAPACITY MANAGEMENT 56
3.2.6 IT SERVICE CONTINUITY MANAGEMENT 58
3.2.7 INFORMATION SECURITY MANAGEMENT 60
3.2.8 SUPPLIER MANAGEMENT 63
4 SERVICE TRANSITION 67
4.1 DIE PHASE "SERVICE TRANSITION" 68
4.2 PROZESSE IN DER SERVICE TRANSITION 69
4.2.1 TRANSITION PLANNING AND SUPPORT 69
4.2.2 CHANGE MANAGEMENT 71
4.2.3 SERVICE ASSET AND CONFIGURATION MANAGEMENT 74 4.2.4 RELEASE AND
DEPLOYMENT MANAGEMENT 78
4.2.5 SERVICE VALIDATION AND TESTING 81
4.2.6 CHANGE EVALUATION 84
4.2.7 KNOWLEDGE MANAGEMENT 85
5 SERVICE OPERATION 89
5.1 DIE PHASE "SERVICE OPERATION" 90
5.2 PROZESSE IN DER PHASE "SERVICE OPERATION" 91
5.2.1 EVENT MANAGEMENT 91
5.2.2 INCIDENT MANAGEMENT 94
5.2.3 REQUEST FULFILMENT 98
5.2.4 PROBLEM MANAGEMENT 101
5.2.5 ACCESS MANAGEMENT 105
5.3 FUNKTIONEN IM IT SERVICE MANAGEMENT 107
5.3.1 SERVICE DESK 107
5.3.2 TECHNICAL MANAGEMENT 108
5.3.3 IT OPERATIONS MANAGEMENT 109
5.3.4 APPLICATION MANAGEMENT 110
6 CONTINUAL SERVICE IMPROVEMENT (CSI) 113
6.1 DIE PHASE "CONTINUAL SERVICE IMPROVEMENT" 113
6.1.1 DER CONTINUAL SERVICE IMPROVEMENT APPROACH (CSI-ANSATZ) 113
6.1.2 DEMING-ZYKLUS (PDCA) 115
6.1.3 SERVICE MEASUREMENT 116
6.1.4 METHODEN UND TECHNIKEN IM CSI 117
6.1.5 METRIKEN 117
6.1.6 SERVICE REPORTING 118
6.2 PROZESS IM CONTINUAL SERVICE IMPROVEMENT 119
6.2.1 7-STEP-LMPROVEMENT-PROZESS 119
STICHWORTVERZEICHNIS 123
6 |
| any_adam_object | 1 |
| author | Ebel, Nadin |
| author_GND | (DE-588)124713599 |
| author_facet | Ebel, Nadin |
| author_role | aut |
| author_sort | Ebel, Nadin |
| author_variant | n e ne |
| building | Verbundindex |
| bvnumber | BV040695576 |
| classification_rvk | SR 770 |
| classification_tum | DAT 060f |
| ctrlnum | (OCoLC)824658425 (DE-599)DNB1028202849 |
| dewey-full | 658.4038 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.4038 |
| dewey-search | 658.4038 |
| dewey-sort | 3658.4038 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Informatik Wirtschaftswissenschaften |
| edition | 1. Aufl. |
| format | Book |
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| id | DE-604.BV040695576 |
| illustrated | Illustrated |
| indexdate | 2025-01-10T17:06:06Z |
| institution | BVB |
| isbn | 9783827332455 3827332451 |
| language | German |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-025676214 |
| oclc_num | 824658425 |
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| owner | DE-12 DE-91G DE-BY-TUM DE-859 DE-858 DE-573 |
| owner_facet | DE-12 DE-91G DE-BY-TUM DE-859 DE-858 DE-573 |
| physical | 128 S. graph. Darst. |
| publishDate | 2013 |
| publishDateSearch | 2013 |
| publishDateSort | 2013 |
| publisher | Pearson |
| record_format | marc |
| series2 | Business Pro Always learning |
| spelling | Ebel, Nadin Verfasser (DE-588)124713599 aut Das kleine ITIL-2011-Buch Nadin Ebel Das kleine ITIL 2011-Buch 1. Aufl. München ; Harlow [u. a.] Pearson 2013 128 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Business Pro Always learning IT infrastructure library 2011 Edition (DE-588)1027015581 gnd rswk-swf IT infrastructure library 2011 Edition (DE-588)1027015581 s DE-604 DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025676214&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Ebel, Nadin Das kleine ITIL-2011-Buch IT infrastructure library 2011 Edition (DE-588)1027015581 gnd |
| subject_GND | (DE-588)1027015581 |
| title | Das kleine ITIL-2011-Buch |
| title_alt | Das kleine ITIL 2011-Buch |
| title_auth | Das kleine ITIL-2011-Buch |
| title_exact_search | Das kleine ITIL-2011-Buch |
| title_full | Das kleine ITIL-2011-Buch Nadin Ebel |
| title_fullStr | Das kleine ITIL-2011-Buch Nadin Ebel |
| title_full_unstemmed | Das kleine ITIL-2011-Buch Nadin Ebel |
| title_short | Das kleine ITIL-2011-Buch |
| title_sort | das kleine itil 2011 buch |
| topic | IT infrastructure library 2011 Edition (DE-588)1027015581 gnd |
| topic_facet | IT infrastructure library 2011 Edition |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025676214&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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