Introduction to ITIL

Front Cover
The Stationery Office, Aug 24, 2005 - Business & Economics - 242 pages
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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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Contents

Forewords
Introduction to ITIL
21
Problem Management
45
Change Management
75
Release Management
89
Service Desk
101
SERViCE DELIVERY
109
Financial Management for IT Services
123
IT Service Continuity Management
145
Availability Management
157
Security Management
171
ICT Infrastructure Management
185
Application Management
199
Business Perspective The IS view on delivering services
217
Planning to implement Service Management
225
Appendix A Sources
241

Capacity Management
135

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