Search results for: it-service-management

IT Service Management

Author : Jan Van Bon
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On cover: ITSM Library [IT services management library]. Supersedes all previous eds.. Also available in other languages.

IT Service Management

Author : John Sansbury
File Size : 25.48 MB
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Whether you're preparing for your service management foundation exam, or simply want to understand service management better, this new edition of our popular book covers the latest thinking and provides a comprehensive, practical introduction to IT service management.Building on their collective service management experience, the authors walk you through essential concepts including processes, functions and roles and illustrate these with real-life examples.

IT Service Management Based on ITIL 2011 Edition

Author : Pierre Bernard
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For trainers free additional material of this book is available. This can be found under the "Training Material" tab. Log in with your trainer account to access the material.In the world of international IT Service Management the previous editions of this book have acquired an excellent reputation as guidance on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations.This revised edition is based on ITIL 2011 Edition. It is written in the same concise way as the previous editions and covering all the facts. Readers will find that this title succinctly covers the key aspects of ITIL 2011 Edition. It is endorsed by AXELOS, the official ITIL Accreditor.The ITIL Lifecycle is fully covered. In addition there is much attention to the 26 IT Service Management processes and 4 Functions. These are described in detail. This means that it is easy for all readers to access and grasp the concepts of processes and functions that are so pivotal to many service management day-to-day operations.This title covers the following: Introduction to the Service Lifecycle Lifecycle phase: Service Strategy Lifecycle phase: Service Design Lifecycle phase: Service Transition Lifecycle phase: Service Operation Lifecycle phase: Continual Service ImprovementNew, compared with the previous edition on ITIL V3, are the processes for Strategy Management and Business Relationship Management. Also the other new and revised concepts of ITIL are covered in this book. Well written and presented, this publication provides a useful addition to the core ITIL publications for anyone wanting to understand IT service management. Kevin Holland, Service Management Specialist, NHS Pierre has produced an extremely useful summary of the current version of ITIL. This will be an invaluable day to day reference for all practitioners. Claire Agutter, ITIL Training Zone

IT service management

Author : itSMF - the IT Service Management Forum
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An introduction to IT service management as well as an introduction to the books in the IT infrastructure library, this manual also serves as a test preparation guide to the Foundation Certificate exam on IT service management. Based on the latest edition of the ITIL books on service support and service delivery, the text encourages discussion and comparison of best practices based on IT managers' own experiences.

Practical IT Service Management 2nd Edition

Author : Thejandra BS
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How can you ensure that IT problems do not damage your business? IT is integral to modern organisations, and the way you manage it can make or break your business. IT service management - not just for the IT director It is not enough for the IT manager to understand the latest technical developments. For your company to succeed, everyone in the IT department must also understand their role in achieving overall business goals. IT service management questions answered Written in a friendly question-and-answer format, Practical ITSM explains how to set up a technical service management structure, using the best practice framework established by the latest version of the IT Infrastructure Library (ITIL® 2011). ITIL framework for structured ITSM The ITIL system is the most widely adopted approach to technical IT service management worldwide. It shows technical support staff how to provide the efficient IT services that are vital to your company's success. Learn how ITIL can help you to: Protect your company's reputation If you system goes down for any length of time, you might not be able to process an order or honour a contract. ITSM helps your business meet customer deadlines and expectations. Safeguard vital information and recover from IT setbacks Without adequate IT service management you could risk losing vital information, like payroll, billing and sales data. Retain momentum With a structured IT service management in place, routine maintenance issues can be quickly resolved, minimising delays and improving productivity. Read this book to see how ITIL can help your IT function support business goals. About the author Thejendra BS is the IT manager for a software development firm in Bangalore, and has over 20 years of experience in IT. Besides working in India, his career has also taken him to Saudi Arabia, Dubai, Bahrain and Australia. He has dealt with customers in many different areas of business, and has written many articles for websites such as techrepublic.com and drj.com. Visit www.thejendra.com for details of his other books and articles.

IT Service Management

Author : Ernest Brewster
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ITIL® 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®. It includes the following additional processes: business relationship management; design coordination; strategy management for IT services; transition planning and support. An ITIL® licensed product.

Foundations of IT Service Management

Author : Brady Orand
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The publication of the IT Infrastructure Library® (ITIL®), published in July, 2011, introduces several new processes and concepts that are paramount to the success of IT Service Management within an organization. As IT evolves from a technology provider to a service provider to a true partner of the business, the concepts of Service Management become ever more important to allow the business to excel in a competitive environment. This book, "Foundations of IT Service Management with ITIL® 2011", provides the reader with foundations-level knowledge of the concepts of the IT Infrastructure Library® for both ITIL® v3 and ITIL® 2011 preparing the reader to achieve success on the ITIL® Foundations certification exam as well as gain new insight on how IT can truly meet the needs of the business. These concepts help IT align to the needs of the business. The IT Infrastructure Library®, by focusing on the principle of providing services, empowers IT and the business with the tools they require to enable this alignment. Having become the de-facto standard in IT Service Management, ITIL® has rapidly gained popularity across the globe. Written by an ITIL® Expert trainer who has taught thousands of students and hundreds of organizations, "Foundations of IT Service Management with ITIL® 2011" provides a reader with the introduction to this approach to IT services without the expense of a formal classroom course. While the focus is primarily on providing information required to pass the ITIL® Foundations exam, this book goes beyond those basics to also provide a real understanding of ITIL® to further your knowledge and abilities as a valuable part of IT/business alignment. Using a case-study approach, real issues are discussed that represents challenges experienced by almost every IT organization. This book is supported with access to online sample exams that are constantly updated as new material is available. Based on reader input and the latest ITIL® Foundations syllabus, this book has been updated to provide readers with the most up-to-date exam preparation material possible.

ITIL IT Service Management 100 Most Asked questions on IT Service Management and ITIL Foundation Certification Training and Exams

Author : Gerard Blokdijk
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Addresses the top 100 consultancy & education forum questions, with tips & success factors on success with and in ITIL IT Service Management roles and environments. There has never been a book like this. ITIL IT Service Management 100 Success Secrets is not about the long-winded ins and outs of ITSM. Instead, it answers the top 100 contemporary questions that we are asked and come across daily in professional forums, consultancy and education programs. The author uncovers the questions that matter, with straightforward, highly accessible tips that have never before been offered in print. This book is not about exhaustive best practice and standards details. Instead, it addresses the key strategic points you want to know to be successful in ITSM. The Secrets are right here reach out and grasp Success with both hands.

IT Servicemanagement als Chance zur Prozessautomation

Author : Axel Himmelreich
File Size : 74.78 MB
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IT Service Management from Hell based on Not ITIL

Author : Paul Wilkinson
File Size : 34.79 MB
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A humorous approach to a universally adopted standard.

Agile project and service management

Author : Stationery Office
File Size : 63.46 MB
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The failure effectively to sustain IT systems and react to change - due to the huge investments that organisations make in these systems - is likely to impact on an organisation's bottom line. This means that an ad hoc approach to IT Service management is not an option. It is vital to focus on business value, good ROI, speed to market, and delivery of solutions in response to change. Agile approaches mean an incremental method to change, early delivery of business value, and collaborative work towards change. Understanding and employing ITIL, PRINCE2, and DSDM together can provide the potential for a well run infrastructure which is responsive to change and will not halt progress. This publication offers practical guidance on how to deliver an IT Service by employing ITIL, PRINCE2, and DSDM Atern together and provides an overview of all three approaches, and describes the benefits of each. It also describes the issues that arise from implementing ITIL, the structure and content of PRINCE2, the breadth of DSDM and how they fit together, where the common areas sit, and where the specialities for each exist.

Business Relationship Manager

Author : Ernest Brewster
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Business relationship management (BRM) is central to all aspects of an organisation's interaction with existing and potential customers. It is crucial for building and maintaining strong relationships between a service provider and customer. This highly accessible book gives an excellent introduction to the role of a BRM manager, covering areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role.

The Guide to IT Service Management

Author : Jan Van Bon
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The book will provide readers with the state of the art insights and developments in the field of ITSM.

IT Service Management Global Best Practices

Author : Editorial Board
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A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks, and selected by a large board of experts, the contributions offer the best practical guidance on the daily issues of the IT manager.

Metrics for Service Management

Author : Peter Brooks
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This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.

Metrics for IT Service Management

Author : Peter Brooks
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Note: This book is available in several languages: Russian, Chinese, English.The ability to organise and measure performance is a key part of the implementation of IT Service Management processes. This publication contains practical information on the provision of useful and meaningful metrics, as well as how best to use them within an organisation, including generic principles (such as SMART and KISS), specific examples and templates for the use of each metricAll metrics discussed are directly related to process objectives, in order to help create a service-focused management system. This publication complements the ITIL, CobiT and ISO20000 service management principles. If you need to develop metrics for an IT environment, buy this book or hire a consultant who has read it G. Kieliszek, Healthcare CIO (Amazon)"This is more than a book, it's a practical, useable "A to Z" of IT Service Management Metrics! Peter Brooks (Author) has given us all a crystal clear view of a neglected, blurred piece of the IT Service Management puzzle. As a Principal ITSM Consultant working for Foster-Melliar in South Africa I am continuously disappointed by the many ITSM books produced that generally regurgitate what is already known by many in the industry. Metrics for IT Service Organisations provides a vast array of possible audiences something that many ITSM volumes do not, and this is a Practical, useable view of "How" to plan for, design, manage and improve the critical measures IT Service organisations require from both a strategic, tactical and operational perspective.I don't carry many books around with me, this one, I most certainly will!!" Ian Clark Principal ITSM Consultant Foster-Melliar"With all the focus on IT Governance and IT Business process management. It is easy to see why metric are becoming hugely important for the management of organisations. In reality however, getting the right set of metrics in place is by no means a simple exercise. Metrics for IT service organisations can be a great help. Using ITIL as the basis the book lists many useful examples of metrics. But what is more important, is that it gives us insight into to creation of "good" metrics and the dangers of "bad" metrics. "Emma Speakman IT BPM consultant SA/NL/UK "Looking for a comprehensive, in-depth exploration and explanation of what metrics to use in your ITSM journey? Then 'Metrics for IT Service Organizations' by Peter Brooks may be exactly what you're looking for. This (new) book not only covers what metrics need to be seriously considered, but explains the 'why' and 'how' behind selecting and defining them, pointing out along the way many of the dangers and pitfalls of selecting the wrong ones; or too many. If you tend to agree that 'what gets measured gets done', then applying the ideas in Peter's book will assist you in getting the right things done."Ken Wendle (FISM) previous President of the itSMF USA, works as a Senior Solution Architect for Hewlett Packard's OpenView Software divisionGiven that itSMF is the source, readers of this book will naturally expect a 'best practices' view on metrics, and a highly practical reference text. More particularly, though, the special merit of the text is its carefulness in stressing that metrics must be both useful and meaningful, and that the meaning comes from the business perspective on IT management processes - a perspective always represented by a stated business objective. By encouraging readers to seriously commit to defining clear business objectives, the text aims the reader at measurement that avoids excess or irrelevance.Malcolm Ryder (CA Architect)

ITSM IT Service Management Foundation Based On ISO IEC 20000 EX0 115 Exam Practice Questions Dumps

Author : Exam Snap
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EXIN IT Service Management Foundation tests a candidate’s fundamental knowledge of key information and concepts of ITSM. The emphasis is placed on the service management system (SMS) and service management processes. Specifically the core concepts and basic terminology of ITSM based on ISO/IEC 20000:2011. Preparing For The EXIN It Service Management Foundation Based on ISO/IEC 20000 Exam To Become A ITSM Foundation certified By EXIN? Here We Have Brought Best Exam Questions For You So That You Can Prepare Well For This Exam. Unlike other online simulation practice tests, you get an eBook version that is easy to read & remember these questions. You can simply rely on these questions for successfully certifying this exam.

The It Service Management Processes and Activities Roles and Responsibilities Job Description Handbook

Author : Gerard Blokdijk
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Complete Handbook of IT service Management and ITIL V3 Roles and Responsibilities. How does your organization match IT roles to ITIL roles? Many of our clients asked us for help in ITIL v3 role and responsibility descriptions, here is the utterly excellent guide to roles and responsibilities in ITIL v3. If you have ever worked in, been a partner or managed an IT organization, this book will not only answer a lot of your troubling questions, it will also explain matters that you did not know the questions to - just the obnoxious frustration of something that was not working. It is with incredible ease, yet depth and understanding that this book ploughs through the important issues that concerns not only HR managers and CIOs, but anyone who wants to climb up the ladder. It explains how you got to balance your IT staff (process managers and specialists) and why it is so vitally important to mix people on the right combination of processes and projects (brains, grey hair and procedure projects) as this builds up the organization's human capital, and provides the means and profitability to continue to align with business objectives and grow. This book is not filled with theoritical babble but practical and useful information, knowledge and experience! The book is divided into six parts: CSI, Service Design, Service Operation, Service Strategy, Service Transition and ISO/IEC 20000. All in all it comprises of 52 documents.

IT Service Management in SAP Solution Manager

Author : Nathan Williams
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• Understand how to process all of your service, problem, and change requests• Get step-by-step configuration instructions for ChaRM and Application Incident Management (the new Service Desk)• Find practical advice and best practices• Up to date for release 7.1Are you ready to forever simplify the way your company processes and attends to service requests? With AIM and ChaRM, SAP Solution Manager provides the functionality you need to do just that-and this book provides everything you need to know to take advantage of it! You'll find both the background and the configuration steps you need to have the major service functionalities up and sailing smoothly in no time.Comprehensive IntroductionLearn about the principles of ITSM, and see how you can integrate them holistically into Application Lifecycle Management and SAP Solution Manager.Major Tools in IT Service ManagementObtain the background information you need on AIM and ChaRM, understand Incident and Problem Management, learn how to work with requests for change, and much more.Configuration StepsFind explicit, functional configuration instructions and screenshots that will help you get AIM and ChaRM running in your SAP system.Reporting and AnalyticsUnderstand how to use key KPI-based reporting features and dashboards to monitor progress and status.SAP Solution Manager 7.0 vs. 7.1Get the nitty-gritty when it comes to differences between SAP Solution Manager releases. Also, overcome potential trip-ups, and find recommendations and best practices when upgrading.Highlights Include• Application Incident Management (AIM)• Change Request Management (ChaRM)• SAP CRM Web UI• Application Lifecycle Management integration• Roles and responsibilities• End-to-end setup activities• Approval management procedures• Transport Management System• SAP and non-SAP changes• Deltas between 7.0 and 7.1• Reporting and analytics• Core and extended ITSM features

Itil Lifecycle Publication Suite Version 3

Author : Ogc
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The new core ITIL titles have been commissioned and structured to be read as a five title series, each building on the work of the other. As the five core titles reflect the lifecycle of services, their appeal encompasses the entire spectrum of people involved at any stage of the framework. So, without being the prime audience, everyone involved will benefit from access to the entire library. Publications in the Suite: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement. The suite of titles offers considerable costs savings against purchasing all five titles individually.