ITService Management

An Introduction Based On ITIL

Jan Van Bon, Mike Pieper, Annelies Van Der Veen

238 pages, parution le 18/05/2005 (2^eme édition)

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Résumé

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 the 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 additional chapters on two recently published ITIL books: ICT Infrastructure Management and Application Management. 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.

Since no single publication can have the answers to all the questions that arise in a field so multifaceted as IT Service Management, the aim of the book is to raise key questions, to encourage discussions and the comparison of the best practices found in the book with the reader's own experience.

We expect that this book will fulfill a clear need, and it deserves not just to be read and studied, but also to be used wisely in practice.

Sommaire

Colophon
Foreword
Introduction
It service management -background
Introduction to Itil
Incident management
Problem management
Configuration management
Change management
Release management
Service desk
Service level management
Financial management for it services
Capacity management
It service continuity management
Availability management
Security management
ICT infrastructure management
Application management
Appendix A: Case study - Quick couriers
Appendix B: Sources

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Caractéristiques techniques

	PAPIER
Éditeur(s)	itSMF - The IT Service Management Forum
Auteur(s)	Jan Van Bon, Mike Pieper, Annelies Van Der Veen
Parution	18/05/2005
Édition	2^eme édition
Nb. de pages	238
Format	17 x 24
Couverture	Broché
Poids	589g
Intérieur	Noir et Blanc
EAN13	9789077212288