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Practical IT Service Management
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Practical IT Service Management - A concise guide for busy executives

Thejendra BS (Author)
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Details

SKU: 1495
Format: Softcover
ISBN13: 9781849285469
BIC: COMPUTING: GENERAL
BISAC: COMPUTERS / General
Pages: 294
Published: 11 Feb 2014
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Description

With the influence of technology growing rapidly in all business functions, getting to grips with IT service management is now crucial for achieving business objectives. 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.

Written in a friendly question-and-answer format, this book 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).

Learn how ITIL can help you to:

  • protect your company’s reputation by fixing issues quickly
  • safeguard vital information and recover from IT setbacks
  • apply the principles of IT service management in a structured way to boost business efficiency

Read this book to see how ITIL can help your IT function support business goals.

Authors

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 geekleaders.com.

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Table Of Contents

1: Introduction to IT Service Management

2: Overview of ITIL 2011

3: The ITIL Lifecycle

4: Service Desk Function

5: Incident Management

6: Problem Management

7: Change Management

8: Release and Deployment Management

9: Service Asset and Configuration

10: Service Level Management

11: Service Catalogue Management

12: Capacity Management

13: Demand Management

14: Availability Management

15: Information Security Management

16: Access Management

17: IT Service Continuity Management

18: Financial Management for IT Services

19: Supplier Management

20: IT Operations Management Function

21: 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

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