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Practical IT service management : a concise guide for busy executives / Thejendra B.S.
- Format:
- Book
- Author/Creator:
- B. S., Thejendra.
- Language:
- English
- Subjects (All):
- Information technology--Management.
- Information technology.
- Physical Description:
- 1 online resource (249 p.)
- Edition:
- 1st edition
- Other Title:
- Practical information technology service management
- Place of Publication:
- Ely [U.K.] : IT Governance Pub., 2008.
- Language Note:
- English
- System Details:
- text file
- Summary:
- 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
- Contents:
- 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
- Notes:
- Description based upon print version of record.
- ISBN:
- 9786612263576
- 9781849281546
- 1849281548
- 9781282263574
- 1282263579
- 9781905356409
- 1905356404
- OCLC:
- 609854834
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