Introduction to ITIL
The Stationery Office, 2005 - Business & Economics - 242 pages
This publication covers all aspects of the Information Technology Infrastructure Library (ITIL) systematic approach to IT service management, based on best practice standards drawn from the IT service industry. It covers a broad range of service support and delivery issues relating to quality and organisational aspects, policy and process management, managing change, service desk issues and service level management, financial management for IT services, capacity and continuity management, and information security issues.
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Introduction to ITIL
Financial Management for IT Services
IT Service Continuity Management
ICT Infrastructure Management
Business Perspective The IS view on delivering services
Planning to implement Service Management
Appendix A Sources
analysis Application Management approach assessment audits Availability Management back-out benefits budget business processes Capacity Management Change Management process CI's CMDB components Configuration Management costs CSIP 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 ITSM processes ITSMF Key Performance Indicators known errors maintenance Management Life Cycle Management reports measures monitoring needs objectives Operational Level Agreements organization performance indicators personnel phase Problem Management procedures production recorded recovery plan reduce relationships Release Management relevant Requests RFC's risk role Security Management Service Continuity Management Service Desk Service Level Agreement Service Level Management Service Level Requirements Service Management processes service provider SLA's standard strategy structure subprocess suppliers technical testing tion users workaround