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by Peter Farenden
ITIL For Dummies, 2011 Edition
Cover
Table of Contents
Title Page
Introduction
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 Services
Understanding IT Service Management
Understanding 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 Applications
Part II: Getting to Grips with the Service Lifecycle and the Processes
Chapter 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 Strategy
Chapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management Processes
Understanding 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 Management
Have We Got Enough? Capacity Management
Being 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
Transition Planning and Support
Identifying Service Transition Roles
Chapter 8: Making Services Work Every Day: Service Operation
Understanding the Purpose of the Service Operation Lifecycle Stage
Understanding Some Basic Principles
Listening to the Technology: Event Management
Stuff Happens: Incident Management
Dealing with Those Strange Things the User Asks for: Request Fulfilment
Allowing the Right People to Use Your Services: Access Management
Getting to the Bottom of an Issue: Problem Management
Identifying Service Operation Roles
Chapter 9: Striving to Do Better: Continual Service Improvement
Understanding the Purpose of the CSI Lifecycle Stage
Understanding Some Basic Principles
Knowing Where to Start
Measuring, Measuring, Measuring
Linking Governance and CSI
Getting to Grips with Risk
Identifying CSI Roles
Part III: Getting Practical
Chapter 10: Implementing ITIL
Planning to Implement ITIL
Creating a Plan for Your Implementation Project
Designing Your Processes
Following an Example Implementation Project
Dealing with the People Stuff: Organisational Change
Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset
Defining a Strategic Asset
Creating a Strategy for Your Services: Strategy Management for IT Services
Defining Services
Working through Examples
Using Service Portfolio Management to Implement Your Strategy
Getting to Grips with Demand Management
Chapter 12: Going Back to the Drawing Board: Design Projects
Seeing What Happens in a Service Design Project
Bringing Together ITIL and Service Design Projects
Looking at an Example of a Service Design Project
Chapter 13: Organising the Troops: Transition Projects
Introducing Service Transition Projects
Seeing What Happens in a Service Transition Project
Bringing Together ITIL and Service Transition Projects
Looking at an Example of a Service Transition Project
Part IV: The Part of Tens
Chapter 14: Ten Ways to Help ITIL Work for You
Detailing Your Vision for ITIL
Having a Plan
Doing Your Homework: Building a Good Business Case
Involving People
Getting the Right People Involved
Communicating
Documenting
Training
Being Pragmatic
Persevering When Something Doesn’t Go as Planned
Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins
Implementing Basic Service Level Management
Introducing a Service Level Agreement
Creating an Operational Level Agreement
Setting Up a Service Desk
Cataloguing Services
Establishing Some Basic Change Control
Knowing the Difference between Incidents and Problems
Measuring Your Achievements
Gathering Tools
Getting Your Staff ITIL Trained
Chapter 16: Ten Places to Go for Help
Your Colleagues
The Internet
Cabinet Office
APM Group
Examination Institutes
ITIL Live
IT Service Management Forum (ITSMF)
ISO/IEC 20000
Complementary Approaches
SFIA
Part V: Appendixes
Appendix A: Getting Qualified in ITIL
Looking at the ITIL Qualification Structure
Examining the Exams
Knowing Where to Attend Courses and Sit Exams
Appendix B: Glossary
Appendix C: Cross Referencing Processes
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