Practical IT Service Management : a Concise Guide for Busy Executives.
Practical IT Service Management is a clear, concise and to the point guide to implementing ITservice management (ITSM). It is based on ITILVersion 3, one of the most widely accepted best-practice approaches to ITSM.
| Основен автор: | Thejendra, B. S. |
|---|---|
| Формат: | Електронна книга |
| Език: | English |
| Публикувано: |
Ely :
IT Governance Pub.,
2008.
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| Предмети: | |
| Онлайн достъп: |
http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=391107 |
Съдържание:
- Chapter 1: introduction to it servicemanagement; chapter 2: itil service management practices; chapter 3: service desk function; chapter 4: incident management; chapter 5: problem management; chapter 6: change management; chapter 7: release and deployment management; chapter 8: service asset and configuration management; chapter 9: service level management; chapter 10: service catalogue management; chapter 11: capacity management; chapter 12: demand management; chapter 13: availability management; chapter 14: information security management; chapter 15: access management.
- Chapter 16: it service continuity managementchapter 17: financial management; chapter 18: supplier management; chapter 19: it operations management function; chapter 20: general tips and advice for it service management; appendix 1: sample sla between it services and rocksolid business managers; appendix 2: sample ola between it department and the electrical department; appendix 3: sample uc between rocksolid it services and abc compute.