Calgary Public Library

ITIL for dummies, Peter Farenden

eng

index present

non fiction

ITIL for dummies

electronic resource

dictionaries

782879135

Peter Farenden

ITIL For Dummies provides an easy-to-understand introduction to using best practice guidance within IT service management. It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience. Whether readers need to identify their customers' needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users. Understanding how ITIL can

ITIL® For Dummies®; Contents at a Glance; Table of Contents; Introduction; About This Book; Foolish Assumptions; How This Book Is Organised; Icons Used in This Book; Where to Go from Here; Part I: How ITIL Can Help You; Chapter 1: Managing IT Services: Welcome to the World of ITIL; Defining Some Basic Terms; Equating Service Management with Customer Service; Understanding ITIL: Best Practice Guidance; Piecing Together the Jigsaw: The Content of ITIL; Debunking Some Common Misconceptions about ITIL; Taking the ITIL Qualifications; Chapter 2: Using the Building Blocks of ITIL; Defining ServicesUnderstanding IT Service ManagementUnderstanding Who Provides the IT Services; Knowing the IT Service Management Stakeholders; Creating Value; Having the Right Assets; Exploring Processes, Functions and Roles; Who Does What? Looking at Some Important Roles; Understanding Governance; Chapter 3: Outlining the Structure of ITIL; Getting to Know the Service Lifecycle; So Who Actually Carries Out ITIL Activities? Understanding the Functions; Dealing with the Users: The Service Desk; Managing the Day-to-day Stuff: IT Operations Management; Managing the Technology; Managing the ApplicationsPart II: Getting to Grips with the Service Lifecycle and the ProcessesChapter 4: Thinking It Through: Service Strategy; Understanding Strategy; Understanding the Purpose of the Service Strategy Stage; Understanding Some Basic Principles; Overview of the Service Strategy Processes; Knowing Your Services: Service Portfolio Management; Managing Your Finances: Financial Management for IT Services; Identifying the Demand: Demand Management; Getting Friendly with Your Customers: Business Relationship Management; Using Technology for Service StrategyChapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management ProcessesUnderstanding the Purpose of the Service Design Lifecycle Stage; Understanding Some Basic Principles; Managing Service Levels: Service Level Management; Keeping Information about the Live Services: Service Catalogue Management; Getting Friendly with Third-party Suppliers: Supplier Management; Design Coordination; Identifying Service Design Roles; Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes; Making Sure the Service Is Available: Availability ManagementHave We Got Enough? Capacity ManagementBeing Prepared for Anything: IT Service Continuity Management; Ensuring Security: Information Security Management; Identifying Service Design Roles; Chapter 7: Getting Physical: Service Transition; Understanding the Purpose of the Service Transition Lifecycle Phase; Looking at an Overview of the Service Transition Processes; Controlling Change: Change Management; Knowing What You've Got: Service Asset and Configuration Management; Getting the Release Out There: Release and Deployment Management; Making Better Decisions: Knowledge Management