IT Service Management

Book description

ITIL® is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. This guide introduces ITIL both to Foundation Exam candidates and to people who require a practical understanding of IT sevice management. An ITIL® Licensed Product.

Table of contents

  1. Copyright (1/2)
  2. Copyright (2/2)
  3. CONTENTS (1/2)
  4. CONTENTS (2/2)
  5. LIST OF FIGURES AND TABLES
  6. AUTHORS
  7. ABBREVIATIONS
  8. GLOSSARY†
  9. USEFUL WEBSITES
  10. PREFACE
  11. INTRODUCTION
    1. HOW TO USE THIS BOOK
  12. SECTION 1: OVERVIEW
    1. 1 WHAT IS SERVICE MANAGEMENT?
      1. INTRODUCTION
      2. ‘BEST PRACTICE’ VERSUS ‘GOOD PRACTICE’
      3. THE ITIL FRAMEWORK
      4. THE ITIL CORE
      5. COMPLEMENTARY MATERIAL
      6. RELATED MATERIAL
      7. THE ITIL SERVICE MANAGEMENT MODEL
      8. KEY CONCEPTS (1/2)
      9. KEY CONCEPTS (2/2)
      10. TEST QUESTIONS FOR CHAPTER 1
  13. SECTION 2: THE SERVICE LIFECYCLE
    1. 2 SERVICE STRATEGY
      1. INTRODUCTION
      2. GOVERNANCE
      3. RISK
      4. KEY PROCESSES
      5. SERVICE STRATEGY DEVELOPMENT
      6. IT SERVICE PROVIDER TYPES
      7. THE FOUR Ps OF STRATEGY
      8. SERVICE MANAGEMENT AS A STRATEGIC ASSET
      9. DEVELOPING STRATEGY FOR SPECIFIC SERVICES
      10. SERVICE ASSETS
      11. VALUE
      12. AUTOMATING SERVICE MANAGEMENT PROCESSES
      13. TEST QUESTIONS FOR CHAPTER 2
    2. 3 SERVICE DESIGN
      1. INTRODUCTION
      2. WHY SERVICE DESIGN?
      3. THE FIVE MAJOR ASPECTS OF SERVICE DESIGN
      4. GOALS OF SERVICE DESIGN
      5. THE SERVICE DESIGN PACKAGE
      6. TEST QUESTIONS FOR CHAPTER 3
    3. 4 SERVICE TRANSITION
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. PROCESS OBJECTIVES AND VALUE
      4. CHALLENGES
      5. ROLES
      6. TEST QUESTIONS FOR CHAPTER 4
    4. 5 SERVICE OPERATION
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. THE VALUE OF SERVICE OPERATION
      4. KEY ACTIVITIES AND FUNCTIONS
      5. SELF HELP
      6. TEST QUESTIONS FOR CHAPTER 5
    5. 6 CONTINUAL SERVICE IMPROVEMENT
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. KEY PRINCIPLES
      4. TEST QUESTIONS FOR CHAPTER 6
      5. TEST QUESTIONS FOR SECTION 2
  14. SECTION 3: THE PROCESSES AND FUNCTIONS
    1. 7 IT FINANCIAL MANAGEMENT (SS 5.1)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. ACTIVITIES AND CONCEPTS
      4. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      5. TEST QUESTIONS FOR CHAPTER 7
    2. 8 DEMAND MANAGEMENT (SS 5.5)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. UNDERSTANDING DEMAND FLUCTUATIONS
      4. ATTEMPTING TO REDUCE PEAK DEMANDS
      5. PATTERNS OF BUSINESS ACTIVITY
      6. USER PROFILES
      7. THE BENEFITS OF DEMAND MANAGEMENT
      8. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      9. ROLES
      10. METRICS
      11. TEST QUESTIONS FOR CHAPTER 8
    3. 9 SERVICE PORTFOLIO MANAGEMENT (SS 5.3)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. SERVICE PORTFOLIO COMPONENTS
      4. KEY ACTIVITIES
      5. RENEWING THE PORTFOLIO
      6. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      7. TEST QUESTIONS FOR CHAPTER 9
    4. 10 SERVICE CATALOGUE MANAGEMENT (SD 4.1)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. SCOPE
      4. KEY ACTIVITIES
      5. ROLES
      6. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      7. TEST QUESTIONS FOR CHAPTER 10
    5. 11 SERVICE LEVEL MANAGEMENT (SD 4.2)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. BASIC CONCEPTS
      4. SERVICE LEVEL AGREEMENTS
      5. METRICS
      6. ROLES
      7. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      8. TEST QUESTIONS FOR CHAPTER 11
    6. 12 SUPPLIER MANAGEMENT (SD 4.7)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. SCOPE
      4. GENERAL PRINCIPLES
      5. KEY ACTIVITIES
      6. THE SUPPLIER AND CONTRACT DATABASE
      7. ROLES
      8. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      9. TEST QUESTIONS FOR CHAPTER 12
    7. 13 CAPACITY MANAGEMENT (SD 4.3)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. THE CAPACITY PLAN
      4. THE THREE SUB-PROCESSES OF CAPACITY MANAGEMENT
      5. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      6. ROLES
      7. METRICS
      8. TEST QUESTIONS FOR CHAPTER 13
    8. 14 AVAILABILITY MANAGEMENT (SD 4.4.1 AND 4.4.4)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. HOW COMPONENT AVAILABILITY AFFECTS SERVICE AVAILABILITY
      4. PROACTIVE AVAILABILITY MANAGEMENT TECHNIQUES
      5. REACTIVE AVAILABILITY MANAGEMENT
      6. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      7. ROLES
      8. METRICS
      9. KEY PERFORMANCE INDICATORS
      10. TEST QUESTIONS FOR CHAPTER 14
    9. 15 IT SERVICE CONTINUITY MANAGEMENT (SD 4.5)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. KEY ACTIVITIES
      4. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      5. ROLES
      6. METRICS
      7. TEST QUESTIONS FOR CHAPTER 15
    10. 16 INFORMATION SECURITY MANAGEMENT AND ACCESS MANAGEMENT (SD 4.6, SO 4.5)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. THE INFORMATION SECURITY POLICY
      4. THE INFORMATION SECURITY MANAGEMENT SYSTEM
      5. ACCESS MANAGEMENT
      6. FACILITIES MANAGEMENT - THE CONTROL OF PHYSICAL ACCESS
      7. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      8. ROLES
      9. METRICS
      10. TEST QUESTIONS FOR CHAPTER 16
    11. 17 KNOWLEDGE MANAGEMENT (ST 4.7)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. KEY ACTIVITIES
      4. ACTIVITIES, METHODS AND TECHNIQUES
      5. CHALLENGES
      6. KEY METRICS
      7. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      8. ROLES
      9. TEST QUESTIONS FOR CHAPTER 17
    12. 18 SERVICE ASSET AND CONFIGURATION MANAGEMENT (ST 4.3)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. BASIC CONCEPTS
      4. CONFIGURATION BASELINE
      5. ACTIVITIES
      6. CHALLENGES
      7. KEY METRICS
      8. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      9. ROLES
      10. TEST QUESTIONS FOR CHAPTER 18
    13. 19 CHANGE MANAGEMENT (ST 4.2)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. BASIC CONCEPTS
      4. ACTIVITIES
      5. CHALLENGES
      6. KEY METRICS
      7. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      8. ROLES
      9. TEST QUESTIONS FOR CHAPTER 19
    14. 20 RELEASE AND DEPLOYMENT MANAGEMENT (ST 4.4)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. BASIC CONCEPTS
      4. ACTIVITIES, METHODS AND TECHNIQUES
      5. CHALLENGES
      6. KEY METRICS
      7. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      8. ROLES
      9. TEST QUESTIONS FOR CHAPTER 20
    15. 21 THE SERVICE DESK (SO 6.2)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. BASIC CONCEPTS
      4. KEY ACTIVITIES
      5. SERVICE DESK METRICS
      6. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      7. ROLES
      8. CHALLENGES
      9. TEST QUESTIONS FOR CHAPTER 21
    16. 22 REQUEST FULFILMENT (SO 4.3.1, 4.3.4)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. KEY ACTIVITIES
      4. REQUEST MODELS
      5. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      6. TEST QUESTIONS FOR CHAPTER 22
    17. 23 INCIDENT MANAGEMENT (SO 4.2)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. BASIC CONCEPTS
      4. KEY ACTIVITIES
      5. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      6. METRICS
      7. ROLES
      8. CHALLENGES
      9. TEST QUESTIONS FOR CHAPTER 23
    18. 24 PROBLEM MANAGEMENT (SO 4.4)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. BASIC CONCEPTS
      4. KEY ACTIVITIES
      5. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      6. METRICS
      7. ROLES
      8. CHALLENGES
      9. TEST QUESTIONS FOR CHAPTER 24
    19. 25 IT OPERATIONS MANAGEMENT (6.4.1), (6.4.2)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. KEY ACTIVITIES
      4. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT FUNCTIONS
      5. TEST QUESTIONS FOR CHAPTER 25
    20. 26 EVENT MANAGEMENT (SO 4.1.4)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. KEY ACTIVITIES
      4. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      5. TEST QUESTIONS FOR CHAPTER 26
    21. 27 APPLICATION MANAGEMENT (SO 6.5.1, 6.5.2)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. KEY ACTIVITIES
      4. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
    22. 28 TECHNICAL MANAGEMENT (SO 6.3.1, 6.3.2)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. KEY ACTIVITIES
      4. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT FUNCTIONS
    23. 29 THE SEVEN-STEP IMPROVEMENT PROCESS (CSI 4.1)
      1. GOALS, PURPOSE AND OBJECTIVES
      2. ACTIVITIES, METHODS AND TECHNIQUES
      3. ROLES
  15. SECTION 4: MEASUREMENT AND METRICS, AND THE DEMING CYCLE
    1. 30 MEASUREMENT AND METRICS
      1. INTRODUCTION
      2. KEY PERFORMANCE INDICATORS AND METRICS
      3. USING METRICS AND KPIS TO IMPROVE PERFORMANCE
      4. METRICS IN REPORTS
      5. TEST QUESTIONS FOR CHAPTER 30
    2. 31 THE DEMING CYCLE (CSI 3.6, 5.5)
      1. INTRODUCTION
      2. GOALS, PURPOSE AND OBJECTIVES
      3. KEY ACTIVITIES
      4. RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES
      5. TEST QUESTIONS FOR CHAPTER 31
  16. APPENDIX Exam Techniques
    1. INTRODUCTION
    2. TECHNIQUES
  17. INDEX (1/2)
  18. INDEX (2/2)
  19. Back Cover

Product information

  • Title: IT Service Management
  • Author(s): Ernest Brewster, Richard Griffiths, Aidan Lawes, John Sansbury
  • Release date: February 2010
  • Publisher(s): British Informatics Society Limited
  • ISBN: 9781906124199