IT Service Management: An Introduction Based on ITIL
Jan Van Bon
Van Haren Publishing, 2004 - Business & Economics - 240 pages
An introduction to IT service management as well as an introduction to the books in the IT infrastructure library, this manual also serves as a test preparation guide to the Foundation Certificate exam on IT service management. Based on the latest edition of the ITIL books on service support and service delivery, the text encourages discussion and comparison of best practices based on IT managers' own experiences.
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analysis Application Management assessment audits Availability Management back-out budget business processes Capacity Management Capacity Plan Change Management process CI's CMDB components Configuration Items Configuration Management costs database defined deployment determine documentation effective ensure environment example external Figure Financial Management functions ICT infrastructure ICT Infrastructure Management ICTIM identified impact implementation improvement Incident Management process Information Security ITIL ITSCM itSMF known errors maintenance Management activities Management Life Cycle Management reports measures monitoring needs objectives Operational Level Agreements options organization performance indicators personnel phase Problem Management procedures production provide information recovery plan relationships Release Management relevant RFC's risk role Security Management Service Continuity Management Service Desk Service Level Agreements Service Level Management Service Level Requirements Service Management processes service provider SLA's solution standard status strategy structure subprocess suppliers technical tion updated users workaround