Axelos
ITIL Lifecycle Suite 2011
ITIL Service Strategy 2011 / ITIL Service Design 2011 / ITIL Service Transition 2011 / ITIL Service Operation 2011 / ITIL Continual Service Improvement 2011
Paperback Engels 2011 2e druk 9780113313235Niet leverbaar.
Samenvatting
De ITIL 2011 Edities zijn bijgewerkt voor wat betreft duidelijkheid, consistentie, juistheid en volledigheid. ITIL is gebaseerd op een levenscyclus benadering waarvan de kern bestaat uit vijf publicaties:
- ITIL Service Strategy - Edition 2011
- ITIL Service Design - Edition 2011
- ITIL Service Transition - Edition 2011
- ITIL Service Operation - Edition 2011
- ITIL Continual Service Improvement - Edition 2011
Specificaties
ISBN13:9780113313235
Trefwoorden:ITIL (IT Infrastructure Library), IT Service Management
Taal:Engels
Bindwijze:paperback
Aantal pagina's:1887
Uitgever:PeopleCert
Druk:2
Verschijningsdatum:25-8-2011
Hoofdrubriek:IT-management / ICT
Lezersrecensies
Wees de eerste die een lezersrecensie schrijft!
Inhoudsopgave
ITIL Service Operation - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements
1. Introduction
2. Service Management as a practice
3. Service Operation principles
4. Service Operation processes
5. Common Service Operation activities
6. Organizing for Service Operation
7. Technology considerations
8. Implementing of Service Operations
9. Challenges, risks and critical success factors
Afterword
Appendices:
A: Related guidance
B: Communication in Service Operation
C: Kepner and Tregoe
D: Ishikawa Diagrams
E: Considerations for Facilities Management
F: Physical Access Control
G: Risk Assessment and management
H: Pareto analysis
I: Examples of inputs and outputs across the service lifecycle
References and further reading
Abbreviations and glossary
Index
ITIL Serrvice Design - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements
1. Introduction
2. Service Management as a practice
3. Service Design principles
4. Service Design processes
5. Service Design technology-related activities
6. Organizing for Service Design
7. Technology considerations
8. Implementing Service Design
9. Challenges, critical success factors and risks
Afterword
A: The Service Design package
B: Service acceptance criteria
C: Process documentation templates
D: Design and planning documents and their contents
E: Environmental architectures and standards
F: Sample Service Level Agreement and Operational Level Agreement
G: Service catalogue example
H: The Service Management process maturity Framework
List of figures
List of labels
Foreword
Preface
Acknowledgements
1. Introduction
2. Service Management as a practice
3. Service Operation principles
4. Service Operation processes
5. Common Service Operation activities
6. Organizing for Service Operation
7. Technology considerations
8. Implementing of Service Operations
9. Challenges, risks and critical success factors
Afterword
Appendices:
A: Related guidance
B: Communication in Service Operation
C: Kepner and Tregoe
D: Ishikawa Diagrams
E: Considerations for Facilities Management
F: Physical Access Control
G: Risk Assessment and management
H: Pareto analysis
I: Examples of inputs and outputs across the service lifecycle
References and further reading
Abbreviations and glossary
Index
ITIL Serrvice Design - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements
1. Introduction
2. Service Management as a practice
3. Service Design principles
4. Service Design processes
5. Service Design technology-related activities
6. Organizing for Service Design
7. Technology considerations
8. Implementing Service Design
9. Challenges, critical success factors and risks
Afterword
A: The Service Design package
B: Service acceptance criteria
C: Process documentation templates
D: Design and planning documents and their contents
E: Environmental architectures and standards
F: Sample Service Level Agreement and Operational Level Agreement
G: Service catalogue example
H: The Service Management process maturity Framework
I: Example content of a Statement of Requirement (SoR) and/or invitation to tender (ITT)
J: The typical contents of a capacity plan
K: The typical contents of a recovery plan
L: Procurement documents
M: Risk Assessment and management
N: Related guidance
O: Examples of inputs and outputs across the service lifecycle
Abbreviations and glossary
Index
ITIL Service Strategy - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements
1. Introduction
2. Service Management as a practice
3. Service strategy principles
4. Service strategy processes
5. Service strategy, governance, architecture and ITSM implementation strategies
6. Organization for service strategy
7. Technology considerations
8. Implementation service strategy
9. Challenges, risks and critical success factors
Afterword
A: Present value of an annuity
B: Description of asset types
C: Service strategy and the cloud
D: Related guidance
E: Risk assessment and management
F: Examples of inputs and outputs across the service lifecycle
References and Further reading
Abbreviations and glossary
Index
ITIL Service Tansition - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements
1. Introduction
2. Service Management as a practice
3. Service transition principles
4. Service transition processes
5. Managing people through service transition
6. Organizing for Service Transition
7. Technology considerations
8. Implementing Service Transition
9. Challenges, critical success factors and risks
Afterword
Appendix
A: Description of asset types
B: Risk assessment and management
C: Related guidance
D: Examples of inputs and outputs across the service library
References and further information
Abbreviations and Glossary
Index
ITIL Continual Service Improvement - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements
1. Introduction
2. Service Management as a practice
3. Continual Service Improvement principles
4. Continual Service Improvement processes
5. Continual Service Improvements methods and techniques
6. Organizing for Continual Service Improvement
7. Technology considerations
8. Implementing Continual Service Improvement
9. Challenges, critical success factors and risks
Afterword
A: Related guidance
B: Example of a continual service improvement register
C: Risk assessment and management
B: Examples of inputs and outputs across the service lifecycle
Abbreviations and Glossary
Index
J: The typical contents of a capacity plan
K: The typical contents of a recovery plan
L: Procurement documents
M: Risk Assessment and management
N: Related guidance
O: Examples of inputs and outputs across the service lifecycle
Abbreviations and glossary
Index
ITIL Service Strategy - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements
1. Introduction
2. Service Management as a practice
3. Service strategy principles
4. Service strategy processes
5. Service strategy, governance, architecture and ITSM implementation strategies
6. Organization for service strategy
7. Technology considerations
8. Implementation service strategy
9. Challenges, risks and critical success factors
Afterword
A: Present value of an annuity
B: Description of asset types
C: Service strategy and the cloud
D: Related guidance
E: Risk assessment and management
F: Examples of inputs and outputs across the service lifecycle
References and Further reading
Abbreviations and glossary
Index
ITIL Service Tansition - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements
1. Introduction
2. Service Management as a practice
3. Service transition principles
4. Service transition processes
5. Managing people through service transition
6. Organizing for Service Transition
7. Technology considerations
8. Implementing Service Transition
9. Challenges, critical success factors and risks
Afterword
Appendix
A: Description of asset types
B: Risk assessment and management
C: Related guidance
D: Examples of inputs and outputs across the service library
References and further information
Abbreviations and Glossary
Index
ITIL Continual Service Improvement - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements
1. Introduction
2. Service Management as a practice
3. Continual Service Improvement principles
4. Continual Service Improvement processes
5. Continual Service Improvements methods and techniques
6. Organizing for Continual Service Improvement
7. Technology considerations
8. Implementing Continual Service Improvement
9. Challenges, critical success factors and risks
Afterword
A: Related guidance
B: Example of a continual service improvement register
C: Risk assessment and management
B: Examples of inputs and outputs across the service lifecycle
Abbreviations and Glossary
Index
Afgekapt op 60 regels
Rubrieken
- advisering
- algemeen management
- coaching en trainen
- communicatie en media
- economie
- financieel management
- inkoop en logistiek
- internet en social media
- it-management / ict
- juridisch
- leiderschap
- marketing
- mens en maatschappij
- non-profit
- ondernemen
- organisatiekunde
- personal finance
- personeelsmanagement
- persoonlijke effectiviteit
- projectmanagement
- psychologie
- reclame en verkoop
- strategisch management
- verandermanagement
- werk en loopbaan