book

Practical IT Service Management: A Concise Guide for Busy Executives

by Thejendra BS

March 2008

Intermediate to advanced

260 pages

4h 31m

English

IT Governance Publishing

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What is this book about?Who should read this book?What is IT?What are IT services?What is IT service management?What issues do IT departments face in any organisation?What issues do businesses face through heavy dependence on IT?So how will professional IT service management help?
What is ITIL?How did ITIL start?What are the main benefits of using a framework like ITIL?How many departments are needed for implementing IT service management or ITIL?What are the main processes of ITIL Version 2?What is ITIL Version 3?Will the books and training change with ITIL Version 3?Will the earlier ITIL qualifications become invalid?What are the exams associated with Version 3 certification?What are the main processes of ITIL Version 3?What are the sub-processes of the core phases?What is service strategy?What is service design?What is service transition?What is service operation?What is a function and what is a process?What is continual service improvement?What are complementary guidance and web support services?
What is a service desk?Why do you need a service desk?What are the responsibilities of a service desk?What are the different types of service desk?What options should be provided to contact your service desk?What tools and equipment do service desk personnel need?Is there any ITIL-compliant software or hardware?What job roles are needed in a service desk department?Some tips and advice for a responsive service desk
What is an incident?Isn’t an incident the same as a problem?What is incident management?What are the responsibilities of incident management?Why is incident management necessary?What is incident priority?What is a business impact?What is an incident category?What are some typical examples of incidents?How can IT services reduce the number of incidents?What is classification matching?What is incident routing?What is incident escalation?What is an incident life cycle?
What is a problem?What is problem management?Why is problem management necessary?What are the responsibilities of problem management?What is a known error database?What are some examples of management reports?
What is change?What is change management?Why is change management important?What are the responsibilities of change management?What will an RFC usually consist of?Is RFC and CAB approval required for every change?What are some examples of change management reports?

What is a release?What is release management?What is a deployment?What is release and deployment management?Why should there be a R&D management team?What are the responsibilities of R&D management?What is a DML?What is release building?What are the different types of release?What is transition planning and support?What is service validation and testing?What is meant by withdrawal of service?
What is a service asset?What is configuration management?Is configuration management the same as managing IT inventory?What is service asset and configuration management?What is a configuration item?What is a CI attribute?What is a CI relationship?What is the configuration management database?What is a configuration management system?Why is configuration management important?What are the responsibilities of configuration management?How are CMDBs managed?What is a configuration baseline?What is a baseline analyser?What is CMDB updating?What is software licensing?Some tips and advice for SACM
What is service level management?What is a service level agreement?Why should there be an SLA?What are the responsibilities of SLM?
What is a service catalogue?How do you differentiate the IT service portfolio from the service catalogue?What is service catalogue management?Why is a service catalogue needed?What should a catalogue contain?Some tips and advice for a service catalogue
What is capacity management?Why is capacity management necessary?What are the responsibilities of capacity management?What are the tools used by capacity management?What is meant by capacity database?What is meant by an IT staff ratio’?Some tips and advice for capacity management
What is demand?What is demand management?What are the responsibilities of demand management?Some tips and advice for demand management
What is availability?What is availability management?Why is availability management important?What are the main responsibilities of availability management?Some tips and advice for availability management
What is information security?What are the various ways in which information security can be compromised?What safeguards are available to protect information?Some tips and advice for information security management
What is access management?What are the responsibilities of access management?
What is service continuity management?What is a disaster?What is disaster recovery?What is business continuity?What is crisis management?Why is service continuity important?What are the main responsibilities of SCM?What is a business impact analysis?What options are available for service continuity?Who can invoke service continuity?How can IT services be aware of risks?
What is IT financial management?Why is financial management important?What are the responsibilities of IT financial management?Some tips and advice for financial management
Who is a supplier?Why are suppliers critical?What is supplier management?Is it necessary to have contracts with suppliers?What are the key elements of a maintenance contract or a service agreement?Some tips and advice for supplier management
What is IT operations management’?What are the main responsibilities of IT operations management?Some best practices for IT operations
IntroductionAgreeing partiesPeriodReportsDefinition of IT supportAvailability summaryService catalogue: responsibilities of IT ServicesResponsibilities of the end-users and business managersExclusionsService Desk hoursResponseContacting the Service DeskCall resolution processIssues and limitationsUnpredictable failuresEquipment maintenanceEscalation procedures
Agreeing partiesScope
Agreeing partiesScopePenalties
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Content preview from Practical IT Service Management: A Concise Guide for Busy Executives

APPENDIX 3: SAMPLE UC BETWEEN ROCKSOLID IT SERVICES AND ABC COMPUTER CORP

Agreeing parties

RockSolid IT Services represented by the IT Manager.

ABC Computer Corp represented by the Account Manager.

Scope

The ABC Computer Corp agrees to provide the following services to the IT Department of RockSolid Corp:

• Attend all calls within half a business day of reporting.

• Replacement for all failed hardware items under warranty or maintenance contract within one business day of fault confirmation.

• 24/7 support for technical and hardware assistance to all mainframes installed in RockSolid Corp.

• Two ABC Computer Corp service personnel to be available on-site with pager and mobile access between 9 am and 6 pm every business day.

• Monthly service ...

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Publisher Resources

ISBN: 9781849281546