Book description
Covering the latest thinking in IT service management, this new edition provides a comprehensive introduction for those preparing for their ITSM foundation exam.
Table of contents
- Front Cover
- BCS, THE CHARTERED INSTITUTE FOR IT
- Title Page
- Copyright Page
- Contents
- List of figures and tables
- Authors
- Abbreviations
- Glossary
- Useful websites
- Preface
- Introduction
- SECTION 1: OVERVIEW
- SECTION 2: THE SERVICE LIFECYCLE
-
SECTION 3: THE PROCESSES AND FUNCTIONS
- 7. BUSINESS RELATIONSHIP MANAGEMENT
- 8. FINANCIAL MANAGEMENT FOR IT SERVICES
- 9. DEMAND MANAGEMENT
- 10. SERVICE PORTFOLIO MANAGEMENT
- 11. DESIGN COORDINATION
- 12. SERVICE CATALOGUE MANAGEMENT
- 13. SERVICE LEVEL MANAGEMENT
- 14. SUPPLIER MANAGEMENT
- 15. CAPACITY MANAGEMENT
- 16. AVAILABILITY MANAGEMENT
- 17. IT SERVICE CONTINUITY MANAGEMENT
- 18. SECURITY MANAGEMENT AND ACCESS MANAGEMENT
- 19. TRANSITION PLANNING AND SUPPORT
- 20. KNOWLEDGE MANAGEMENT
- 21. SERVICE ASSET AND CONFIGURATION MANAGEMENT
- 22. CHANGE MANAGEMENT
- 23. RELEASE AND DEPLOYMENT MANAGEMENT
- 24. THE SERVICE DESK
- 25. REQUEST FULFILMENT
- 26. INCIDENT MANAGEMENT
- 27. PROBLEM MANAGEMENT
- 28. IT OPERATIONS MANAGEMENT
- 29. EVENT MANAGEMENT
- 30. APPLICATION MANAGEMENT
- 31. TECHNICAL MANAGEMENT
- 32. THE SEVEN-STEP IMPROVEMENT PROCESS
- SECTION 4: MEASUREMENT, METRICS AND THE DEMING CYCLE
- APPENDIX
- Index
- Back Cover
Product information
- Title: IT Service Management, 3rd Edition
- Author(s):
- Release date: April 2016
- Publisher(s): BCS, The Chartered Institute for IT
- ISBN: 9781780173207
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