Practical IT service management a concise guide for busy executives
Practical IT Service Management is a clear, concise and to the point guide to implementing IT service management (ITSM). It is based on ITIL Version 3, one of the most widely accepted best-practice approaches to ITSM
| Autor principal: | |
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Ely [U.K.] :
IT Governance Pub
2008.
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| Edición: | 1st edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627266506719 |
Tabla de Contenidos:
- CHAPTER 1: INTRODUCTION TO IT SERVICEMANAGEMENT; CHAPTER 2: ITIL SERVICE MANAGEMENT PRACTICES; CHAPTER 3: SERVICE DESK FUNCTION; CHAPTER 4: INCIDENT MANAGEMENT; CHAPTER 5: PROBLEM MANAGEMENT; CHAPTER 6: CHANGE MANAGEMENT; CHAPTER 7: RELEASE AND DEPLOYMENT MANAGEMENT; CHAPTER 8: SERVICE ASSET AND CONFIGURATION MANAGEMENT; CHAPTER 9: SERVICE LEVEL MANAGEMENT; CHAPTER 10: SERVICE CATALOGUE MANAGEMENT; CHAPTER 11: CAPACITY MANAGEMENT; CHAPTER 12: DEMAND MANAGEMENT; CHAPTER 13: AVAILABILITY MANAGEMENT; CHAPTER 14: INFORMATION SECURITY MANAGEMENT; CHAPTER 15: ACCESS MANAGEMENT
- CHAPTER 16: IT SERVICE CONTINUITY MANAGEMENTCHAPTER 17: FINANCIAL MANAGEMENT; CHAPTER 18: SUPPLIER MANAGEMENT; CHAPTER 19: IT OPERATIONS MANAGEMENT FUNCTION; CHAPTER 20: GENERAL TIPS AND ADVICE FOR IT SERVICE MANAGEMENT; APPENDIX 1: SAMPLE SLA BETWEEN IT SERVICES AND ROCKSOLID BUSINESS MANAGERS; APPENDIX 2: SAMPLE OLA BETWEEN IT DEPARTMENT AND THE ELECTRICAL DEPARTMENT; APPENDIX 3: SAMPLE UC BETWEEN ROCKSOLID IT SERVICES AND ABC COMPUTER CORP; APPENDIX 4: A SIMPLE IT SERVICE MANAGEMENT FLOW WITH INTERACTIONS AMONG DIFFERENT PROCESSES; APPENDIX 5: THE ITIL GLOSSARY
- APPENDIX 6: ITSM BOOKS AND OTHER RESOURCES
