IT Service Management

IT Service Management : A guide for ITIL Foundation Exam candidates

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ITIL (R) is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. The guide introduces ITIL to Foundation Examination candidates and offers a practical understanding of IT service management. This new edition is compatible with the 2011 update to ITIL (R). It includes the following additional processes: business relationship management; design coordination; strategy management for IT services; transition planning and support. An ITIL (R) licensed more

Product details

  • Paperback | 200 pages
  • 168 x 242 x 16mm | 399.16g
  • BCS Learning & Development Limited
  • BCS, The Chartered Institute for IT
  • Swindon, United Kingdom
  • English
  • 2nd edition
  • 1906124930
  • 9781906124939
  • 761,873

About Ernest Brewster

Dr Ernest Brewster is a champion of ITIL Service Management. Richard Griffiths is an ITIL trainer. Aidan Lawes is an authority on service management and co-authored ISO/IEC 20000. John Sansbury is a principal consultant and head of practice for service more

Back cover copy

A really useful guide which introduces and explains IT Service Management to Foundation Examination candidates and to anyone looking to gain an understanding of the ITIL service management framework. This book is unique in that, as well as providing a revision aid to exam candidates, the authors have used their collective experiences to help readers actually understand ITIL, not just memorise it. For those working in IT or service management and for anyone looking to develop an IT career, this book is a must-have. It condenses the essence of the 2,000 pages of the main library into an easy-to-read description of the ITIL service management life cycle, principles and processes. The real-life examples help those new to the world of IT and service management. This new edition includes the new processes of: business relationship management; design coordination; strategy management for IT services; transition planning and support. Fully aligned to the 2011 edition of ITIL Self-contained chapters which can be read in 5-10 minutes Easy-to-read summaries Exam technique tips Shows how organisations can reap the benefits of better performance, consistency and lower costs You might also be interested in the companion volume to this book: IT SERVICE MANAGEMENT FOUNDATION PRACTICE QUESTIONS: For ITIL(R) Foundation Exam candidates, Second editionshow more

Table of contents

SECTION 1: OVERVIEW 1 What is service management? SECTION 2: THE SERVICE LIFECYCLE 2 Service strategy 3 Service design 4 Service transition 5 Service operation 6 Continual service improvement SECTION 3: THE PROCESSES AND FUNCTIONS 7 IT financial management 8 Demand management 9 Service portfolio management 10 Service catalogue management 11 Service level management 12 Supplier management 13 Capacity management 14 Availability management 15 Service continuity management 16 Information security management and access management 17 Knowledge management 18 Service asset and configuration management 19 Change management 20 Release and deployment 21 The service desk 22 Request fulfilment 23 Incident management 24 Problem management 25 IT operations management 26 Event management 27 Application management 28 Technical management 29 The seven-step improvement process SECTION 4: MEASUREMENT AND METRICS, AND THE DEMING CYCLE 30 Measurement and metrics 31 The Deming Cycle APPENDIXshow more

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