Foundations in IT Service Management basierend auf ITIL V3
The new ITIL V3 approach covering the ITIL Lifecycle is fully
covered. In addition those who are familiar with the Version 2
process approach will be delighted to discover that this new
edition of Foundations of IT Service Management based on ITIL V3
has split out all the processes and describes them in detail
Background Why this book Organizations Differences with previous editions Structure of the book How to use this book PART 1: THE ITIL SERVICE LIFECYCLE Introduction to the Service Lifecycle Introduction to ITIL IT Governance Organizational maturity Benefits and risks of ITSM frameworks Service Lifecycle: concept and overview Lifecycle phase: Service strategy Lifecycle phase: Service design Lifecycle phase: Service transition Lifecycle phase: Service operation Lifecycle phase: Continual service improvement PART 2: FUNCTIONS AND PROCESSES Introduction to Functions and Processes Introduction Management of processes Teams, roles and positions in ITSM Tools used in ITSM Communication in IT service organizations Culture Processes, projects, programs and portfolios Functions and processes in the lifecycle phases Functions and Processes in Service Strategy Financial Management Service Portfolio Management (SPM) Demand Management Functions and Processes in Service Design Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management Functions and Processes in Service Transition Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management Functions and Processes in Service Operation Event Management Incident Management Request Fulfilment Problem Management Access Management Monitoring and Control IT Operations Service Desk Functions and Processes in Continual Service Improvement CSI Improvement Process Service Reporting
