ITIL For Dummies
-15%
portes grátis
ITIL For Dummies
Farenden, Peter
John Wiley & Sons Inc
03/2012
392
Mole
Inglês
9781119950134
15 a 20 dias
ITIL For Dummies provides an easy-to-understand introduction to using best practice guidance within IT service management. It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience.
Introduction 1 Part I: How ITIL Can Help You 7 Chapter 1: Managing IT Services: Welcome to the World of ITIL 9 Chapter 2: Using the Building Blocks of ITIL 19 Chapter 3: Outlining the Structure of ITIL 37 Part II: Getting to Grips with the Service Lifecycle and the Processes 61 Chapter 4: Thinking It Through: Service Strategy 63 Chapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management Processes 95 Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes 117 Chapter 7: Getting Physical: Service Transition 139 Chapter 8: Making Services Work Every Day: Service Operation 167 Chapter 9: Striving to Do Better: Continual Service Improvement 195 Part III: Getting Practical 215 Chapter 10: Implementing ITIL 217 Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset 245 Chapter 12: Going Back to the Drawing Board: Design Projects 265 Chapter 13: Organising the Troops: Transition Projects 281 Part IV: The Part of Tens 301 Chapter 14: Ten Ways to Help ITIL Work for You 303 Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins 309 Chapter 16: Ten Places to Go for Help 317 Part V: Appendixes 323 Appendix A: Getting Qualified in ITIL 325 Appendix B: Glossary 333 Appendix C: Cross Referencing Processes 349 Index 355
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ITIL For Dummies provides an easy-to-understand introduction to using best practice guidance within IT service management. It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience.
Introduction 1 Part I: How ITIL Can Help You 7 Chapter 1: Managing IT Services: Welcome to the World of ITIL 9 Chapter 2: Using the Building Blocks of ITIL 19 Chapter 3: Outlining the Structure of ITIL 37 Part II: Getting to Grips with the Service Lifecycle and the Processes 61 Chapter 4: Thinking It Through: Service Strategy 63 Chapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management Processes 95 Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes 117 Chapter 7: Getting Physical: Service Transition 139 Chapter 8: Making Services Work Every Day: Service Operation 167 Chapter 9: Striving to Do Better: Continual Service Improvement 195 Part III: Getting Practical 215 Chapter 10: Implementing ITIL 217 Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset 245 Chapter 12: Going Back to the Drawing Board: Design Projects 265 Chapter 13: Organising the Troops: Transition Projects 281 Part IV: The Part of Tens 301 Chapter 14: Ten Ways to Help ITIL Work for You 303 Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins 309 Chapter 16: Ten Places to Go for Help 317 Part V: Appendixes 323 Appendix A: Getting Qualified in ITIL 325 Appendix B: Glossary 333 Appendix C: Cross Referencing Processes 349 Index 355
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
