Book description
This guidance provides step-wise practical guidance to set-up an ITIL-based service management department. This edition has been updated to align with the ITIL 2011 editions by updating the text, amending figures and replacing 12 illustrations.
Table of contents
- Copyright Page
- Contents
- List of figures and tables
- Preface
- Acknowledgements
- 1. A classic departmental structure
- 2. Overview of a step-by-step approach
- 3. Step 1 – Preparing the basics
- 4. Step 2 – Defining departmental parameters
- 5. Step 3 – Identifying primary ITIL fundamental tasks
- 6. Step 4 – Identifying non-ITIL fundamental tasks
- 7. Step 5 – Rationalizing the fundamental tasks
-
8. Step 6 – Creating associated fundamental task packs
- 8.1 Definition of an associated fundamental task pack
- 8.2 Benefits of associated fundamental task packs
- 8.3 Establishing associated fundamental task packs
- 8.4 Deciding on your final associated fundamental task packs
- 8.5 Meeting the departmental parameters
- 8.6 Documenting the associated fundamental task packs
- 9. Step 7 – Constructing your service management department
- 10. Step 8 – Organizational plans and charts
- 11. Step 9 – Resourcing your service management department
- 12. Building your service management department
- Back Cover
Product information
- Title: Building an ITIL-based Service Management Department
- Author(s):
- Release date: October 2015
- Publisher(s): TSO
- ISBN: 9780113315079
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