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Table Of Contents

Introduction
About This Book
Foolish Assumptions
How This Book Is Organised
Part I: How ITIL Can Help You
Part III: Getting Practical
Part IV: The Part of Tens
Part V: Appendixes
Icons Used in This Book
Where to Go from Here
Chapter 1
Managing IT Services: Welcome to the World of ITIL
Defining Some Basic Terms
Equating Service Management with Customer Service
Seeing why IT service users complain
Understanding the IT provider’s point of view
Why can’t customers and IT just talk to each other?
Improving IT services
Understanding ITIL: Best Practice Guidance
Piecing Together the Jigsaw: The Content of ITIL
Debunking Some Common Misconceptions about ITIL
Treating ITIL as training only
Misinterpreting ITIL
Thinking ITIL is for the service desk and support staff only
Believing that processes introduce unnecessary bureaucracy
Assuming that ITIL uses a lot of time, staff and money
Taking the ITIL Qualifications
Defining Services
Understanding IT Service Management
Understanding Who Provides the IT Services
Knowing the IT Service Management Stakeholders
The user
The customer
The supplier
Creating Value
Considering utility
Weighing up warranty
Having the Right Assets
Resources
Capabilities
Using your assets
Exploring Processes, Functions and Roles
Understanding processes
Understanding functions
Understanding roles
Using processes, functions and roles in service management
Who Does What? Looking at Some Important Roles
The service owner
The process owner
The process manager
The process practitioner
Understanding Governance
Getting to Know the Service Lifecycle
Introducing service strategy
Considering service design
Looking at service transition
Moving on to service operation
Maintaining success with continual service improvement
Applying the service lifecycle to IT projects
Dealing with the Users: The Service Desk
Knowing what the service desk does
Choosing a service desk structure
Getting the right service desk staff
Managing the Day-to-day Stuff: IT Operations Management
Considering teams and skills
Looking at typical activities
Managing the Technology
Managing the Applications
Understanding Strategy
Understanding the Purpose of the Service Strategy Stage
Understanding Some Basic Principles
The value proposition
Understanding what the customer wants
Service providers
Overview of the Service Strategy Processes
Knowing Your Services: Service Portfolio Management
Defining some service portfolio management terms
Looking at the activities of service portfolio management
Managing Your Finances: Financial Management for IT Services
Creating a cost model
Creating a business case
Identifying the Demand: Demand Management
Defining some demand management terms
Looking at the activities of demand management
Explaining the terminology
The activities of business relationship management
Using Technology for Service Strategy
Technology to support the service strategy activities
Automation
Understanding the Purpose of the Service Design Lifecycle Stage
Keeping in mind the four Ps of service design
Looking at the activities of service level management
Defining the service catalogue
Looking at the activities of service catalogue management
Getting Friendly with Third-party Suppliers: Supplier Management
Defining some supplier management terms
Looking at the activities of supplier management
Design Coordination
Identifying Service Design Roles
Making Sure the Service Is Available: Availability Management
Seeing the process in action
Defining some availability management terms
Improving availability
Looking at the activities of availability management
Have We Got Enough? Capacity Management
Defining some capacity management terms
Understanding capacity management sub-processes
Looking at the activities of capacity management
Being Prepared for Anything: IT Service Continuity Management
Defining some IT service continuity management terms
Looking at the activities of IT service continuity management
Ensuring Security: Information Security Management
Defining some information security management terms
Defining some change management terms
Deciding the scope of your change management process
Looking at the activities of change management
Understanding the asset and configuration aspects
Looking at the activities of SACM
Defining some release and deployment management terms
Making Better Decisions: Knowledge Management
Defining some knowledge management terms
Looking at the activities
Transition Planning and Support
Identifying Service Transition Roles
Getting the balance right
Communicating well
Listening to the Technology: Event Management
Defining some event management terminology
Looking at the activities of event management
Stuff Happens: Incident Management
Balancing incident management and problem management
Defining some incident management terms
Looking at the activities of incident management
Defining some request fulfilment terms
Looking at the activities of request fulfilment
Allowing the Right People to Use Your Services: Access Management
Defining some access management terms
Looking at the activities of access management
Getting to the Bottom of an Issue: Problem Management
Defining some problem management terms
Looking at the problem management activities
Identifying Service Operation Roles
Service desk roles
Problem management roles
Event management roles
Striving to Do Better: Continual Service Improvement
Understanding the Purpose of the CSI Lifecycle Stage
Identifying what to measure
Deciding what to measure and how
Working out how to use measurements
Understanding the seven-step improvement process
Linking Governance and CSI
Getting to Grips with Risk
Identifying CSI Roles
Planning to Implement ITIL
Seeing how projects fit with implementing ITIL
Using the service lifecycle to implement the ITIL processes
Creating a Plan for Your Implementation Project
Using the CSI approach
Grouping ITIL processes for implementation
Implementing the service lifecycle
Assessing the maturity of processes
Deciding which processes and in what order
Designing Your Processes
Knowing what to adopt and what to adapt
Allocating roles and responsibilities and using the RACI matrix
Following an Example Implementation Project
The scenario
The planning phase
The design phase
Dealing with the People Stuff: Organisational Change
Planning to involve people
Identifying stakeholders
Communicating effectively
Defining a Strategic Asset
Carrying out a strategic assessment
Generating strategy
Executing strategy
Step 1: Defining the market and identifying customers
Step 2: Understanding the customer
Step 3: Quantifying the outcomes
Step 4: Classifying and visualising the service
Step 5: Understanding the opportunities (market spaces)
Step 6: Defining services based on outcomes
Step 7: Defining service models
Step 8: Defining service units and packages
Working through Examples
Internal provider example
External provider example
Using Service Portfolio Management to Implement Your Strategy
Have you already got a suitable service?
Using the activities of service portfolio management
Getting to Grips with Demand Management
Seeing What Happens in a Service Design Project
Gathering and analysing requirements
Designing solutions
Bringing Together ITIL and Service Design Projects
Following the design process
Coordinating the design processes
ITIL and requirements
ITIL and design
Looking at an Example of a Service Design Project
Introducing Service Transition Projects
Seeing What Happens in a Service Transition Project
Getting started
Building services
Testing the service
Implementing the service
Bringing Together ITIL and Service Transition Projects
Service validation and testing
Change evaluation
Linking the service transition processes
ITIL and build, test and implement
Finishing off the projects: business acceptance and sign-off
Looking at an Example of a Service Transition Project
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
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
Your Colleagues
The Internet
Cabinet Office
APM Group
Examination Institutes
ITIL Live
IT Service Management Forum (ITSMF)
ISO/IEC 20000
Complementary Approaches
SFIA
Looking at the ITIL Qualification Structure
Foundation
Intermediate
Expert
Master
Examining the Exams
Knowing Where to Attend Courses and Sit Exams
Index
P. 1
ITIL For Dummies

ITIL For Dummies

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Published by Wiley
ITIL For Dummies provides an easy-to-understand introduction to using best practice guidance within IT service management. It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience. Whether readers need to identify their customers' needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users. Understanding how ITIL can help you Getting to grips with ITIL processes and the service lifecycle Implementing ITIL into your day to day work Learn key skills in planning and carrying out design and implementation projects
ITIL For Dummies provides an easy-to-understand introduction to using best practice guidance within IT service management. It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience. Whether readers need to identify their customers' needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users. Understanding how ITIL can help you Getting to grips with ITIL processes and the service lifecycle Implementing ITIL into your day to day work Learn key skills in planning and carrying out design and implementation projects

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Publish date: Mar 16, 2012
Added to Scribd: Mar 26, 2012
Copyright:Traditional Copyright: All rights reservedISBN:9781119951179
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