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Full Description
In recent years, IT Service Management has developed into a field in its own right. Organizations are now so dependent on the automation of large parts of their business processes that the quality of IT services and the synchronization of these services with the needs of the organization are now essential to their survival.This introduction to IT Service Management, published by ITSMF-NL, is based on the latest edition of the ITIL books on Service Support and Service Delivery and is intended to serve as:a thorough and convenient introduction to the field of IT Service Management and a selection of the core books in the IT Infrastructure Library (ITIL).a self-study guide that contains all the material needed to prepare for the Foundation Certificate examination in IT Service Management.This new edition contains only those topics relevant for Foundations exams. While this book may serve as a textbook, it is not a theoretical book. Instead, it contains a wealth of practical knowledge collected by the editorial board. This practical knowledge and the introduction to the field of IT service management make the book useful even for those not preparing for the examination.
Contents
I N T R O D U C T I O N 1 INTRODUCTION 2 IT SERVICE MANAGEMENT -BACKGROUND 3 INTRODUCTION TO ITIL S S E R V I C E S U P PO R T 4 INCIDENT MANAGEMENT 5 PROBLEM MANAGEMENT 6 CONFIGURATION MANAGEMENT 7 CHANGE MANAGEMENT 8 RELEASE MANAGEMENT 9 SERVICE DESK S E R V I C E D E L I V E RY 10 SERVICE LEVEL MANAGEMENT 11 FINANCIAL MANAGEMENT 12 CAPACITY MANAGEMENT 13 IT SERVICE CONTINUITY MANAGEMENT 14 AVAILABILITY MANAGEMENT 15 SECURITY MANAGEMENT 16 EXAM INFORMATION: THE ITIL QUALIFICATION SCHEME IN IT SERVICE MANAGEMENT 17 CASE STUDY - Quick Couriers APPENDIX A. SOURCES
