IT Service Management: aus der Praxis für die Praxis
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | German |
| Published: |
Wiesbaden
Springer Vieweg
2013
|
| Subjects: | |
| Online Access: | Inhaltstext Inhaltsverzeichnis |
| Physical Description: | XVIII, 255 S. Ill., graph. Darst. |
| ISBN: | 9783658001803 |
Staff View
MARC
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Record in the Search Index
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| adam_text |
IMAGE 1
INHALTSVERZEICHNIS
ABBILDUNGSVERZEICHNIS XV
TABELLENVERZEICHNIS XVII
1 WAS BEINHALTET IT SERVICE MANAGEMENT? 1
1.1 HAUPTDIENSTLEISTUNGSELEMENTE EINER INFORMATIK 1
1.2 HAUPTELEMENTE FUER EIN ERFOLGREICHES IT SERVICE MANAGEMENT 2
1.2.1 WISSEN WAS DER LEISTUNGSBEZIEHER BRAUCHT UND ERWARTET 3 1.2.2
STANDARDISIERUNG DER IT-DIENSTLEISTUNGEN 4
1.2.3 ETABLIEREN DER NOETIGEN IT-PROZESSE INKLUSIVE DER ROLLEN 12 1.2.4
MESSEN UND AUSWERTEN DER ERBRACHTEN DIENSTLEISTUNG 21
1.2.5 OPTIMIEREN DER VEREINBARTEN DIENSTLEISTUNG 23
2 EINFUEHRUNG EINES IT SERVICE MANAGEMENTS (IT SM) 29
2.1 MODELL ZUR EINFUEHRUNG VON IT SM-PROZESSEN 29
2.2 BEREICH: DOKUMENTATION 31
2.3 BEREICH: PROZESSE 32
2.4 BEREICH: TOOLS UND HILFSMITTEL 36
2.5 BEREICH: ORGANISATION 36
2.6 VERANKERUNG DES IT SERVICE MANAGEMENTS IN DER FUEHRUNGSEBENE 37 2.7
FUEHRUNG UND LEITUNG DES VORHABENS 38
3 IT SERVICE MANAGEMENT-UMSETZUNGSBEISPIELE 43
3.1 AUFBAU EINER PROZESS-MANAGEMENT-ORGANISATION 44
3.2 BILDUNG VON BUSINESS IT SERVICES UND IT SERVICES 48
3.2.1 BUSINESS IT SERVICES 48
3.2.2 IT SERVICES 50
3.3 ETABLIEREN DER KERNPROZESSE DES IT SERVICE MANAGEMENTS 58
3.3.1 SERVICE LEVEL MANAGEMENT (SERVICE DESIGN) 58
3.3.2 SERVICE CATALOG MANAGEMENT (SERVICE DESIGN) 84
3.3.3 BUSINESS RELATIONSHIP MANAGEMENT (SERVICE STRATEGY) 92 3.3.4
SERVICE PORTFOLIO MANAGEMENT (SERVICE STRATEGY) 98
XIII
HTTP://D-NB.INFO/1028408145
IMAGE 2
XIV
INHALTSVERZEICHNIS
3.4 ETABLIEREN DER UMPROZESSE DES IT SERVICE MANAGEMENTS 104
3.4.1 FINANCIAL MANAGEMENT FOR SERVICES (SERVICE STRATEGY) 104 3.4.2
DEMAND MANAGEMENT (SERVICE STRATEGY) 117
3.4.3 CAPACITY MANAGEMENT (SERVICE DESIGN) 120
3.4.4 AVAILABILITY MANAGEMENT (SERVICE DESIGN) 126
3.4.5 SERVICE CONTINUITY MANAGEMENT (SERVICE DESIGN) 131
3.4.6 INFORMATION SECURITY MANAGEMENT (SERVICE DESIGN) 146 3.4.7
SUPPLIER MANAGEMENT (SERVICE DESIGN) 155
3.4.8 TRANSITION PLANNING AND SUPPORT (SERVICE TRANSITION) 161 3.4.9
CHANGE MANAGEMENT (SERVICE TRANSITI ON) 167
3.4.10 SERVICE ASSET AND CONFIGURATION MANAGEMENT (SERVICE TRANSITION)
178 3.4.11 RELEASE AND DEPLOYMENT MANAGEMENT (SERVICE TRANSITION) 192
3.4.12 SERVICE VALIDATION AND TESTING (SERVICE TRANSITION) 199- 3.4.13
KNOWLEDGE MANAGEMENT (SERVICE TRANSITION) 205
3.4.14 EVENT MANAGEMENT (SERVICE-OPERATION) 209
3.4.15 INCIDENT MANAGEMENT (SERVICE OPERATION) 214
3.4.16 PROBLEM MANAGEMENT (SERVICE OPERATION) 227
3.4.17 SERVICE REQUEST FULFILLMENT (SERVICE OPERATION) 234
3.4.18 ACCESS MANAGEMENT (SERVICE OPERATION) 244
3.4.19 CONTINUAL SERVICE IMPROVEMENT (CSI) 250 |
| any_adam_object | 1 |
| author | Kleiner, Fritz |
| author_GND | (DE-588)1041242069 |
| author_facet | Kleiner, Fritz |
| author_role | aut |
| author_sort | Kleiner, Fritz |
| author_variant | f k fk |
| building | Verbundindex |
| bvnumber | BV040971435 |
| classification_rvk | SR 860 |
| classification_tum | DAT 060f |
| ctrlnum | (OCoLC)856797470 (DE-599)DNB1028408145 |
| 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 |
| format | Book |
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| illustrated | Illustrated |
| indexdate | 2025-01-10T17:06:07Z |
| institution | BVB |
| isbn | 9783658001803 |
| language | German |
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| oclc_num | 856797470 |
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| physical | XVIII, 255 S. Ill., graph. Darst. |
| publishDate | 2013 |
| publishDateSearch | 2013 |
| publishDateSort | 2013 |
| publisher | Springer Vieweg |
| record_format | marc |
| spelling | Kleiner, Fritz Verfasser (DE-588)1041242069 aut IT Service Management aus der Praxis für die Praxis Fritz Kleiner Wiesbaden Springer Vieweg 2013 XVIII, 255 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Informationsmanagement (DE-588)4114012-6 gnd rswk-swf Informationstechnik (DE-588)4026926-7 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Informationsmanagement (DE-588)4114012-6 s Informationstechnik (DE-588)4026926-7 s Dienstleistung (DE-588)4012178-1 s DE-604 Erscheint auch als Online-Ausgabe 978-3-658-00181-0 X:MVB text/html http://deposit.dnb.de/cgi-bin/dokserv?id=4197428&prov=M&dok_var=1&dok_ext=htm Inhaltstext DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025949622&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Kleiner, Fritz IT Service Management aus der Praxis für die Praxis Informationsmanagement (DE-588)4114012-6 gnd Informationstechnik (DE-588)4026926-7 gnd Dienstleistung (DE-588)4012178-1 gnd |
| subject_GND | (DE-588)4114012-6 (DE-588)4026926-7 (DE-588)4012178-1 |
| title | IT Service Management aus der Praxis für die Praxis |
| title_auth | IT Service Management aus der Praxis für die Praxis |
| title_exact_search | IT Service Management aus der Praxis für die Praxis |
| title_full | IT Service Management aus der Praxis für die Praxis Fritz Kleiner |
| title_fullStr | IT Service Management aus der Praxis für die Praxis Fritz Kleiner |
| title_full_unstemmed | IT Service Management aus der Praxis für die Praxis Fritz Kleiner |
| title_short | IT Service Management |
| title_sort | it service management aus der praxis fur die praxis |
| title_sub | aus der Praxis für die Praxis |
| topic | Informationsmanagement (DE-588)4114012-6 gnd Informationstechnik (DE-588)4026926-7 gnd Dienstleistung (DE-588)4012178-1 gnd |
| topic_facet | Informationsmanagement Informationstechnik Dienstleistung |
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