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IT is integral to modern organisations, and the way you manage it can make or break your business. It is now not enough just for the IT manager to understand the latest technical developments. For your company to succeed, everyone in the IT department must also understand their role in achieving overall business goals.
Written in a friendly question-and-answer format, Practical IT Service Management explains how to set up a technical service management structure, using the best practice framework established by the latest version of the IT Infrastructure Library (ITIL 2011).
The book explains how to use the popular ITIL framework, and shows technical support staff how to provide the efficient IT services that are vital to your company’s success. Learn how ITIL can help you to:
Introduction
1: Introduction to IT Service Management
2: Overview of ITIL 2011
3: The ITIL Lifecycle
4: Service Desk Function
5: Incident Management
6: Problem Management
7: Change Management
8: Release and Deployment Management
9: Service Asset and Configuration
10: Service Level Management
11: Service Catalogue Management
12: Capacity Management
13: Demand Management
14: Availability Management
15: Information Security Management
16: Access Management
17: IT Service Continuity Management
18: Financial Management for IT Services
19: Supplier Management
20: IT Operations Management Function
21: 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 Computer Corp
Appendix 4: A Simple IT Service Management Flow with Interactions among Different Processes
Appendix 5: The ITIL Glossary
Appendix 6: ITSM Books and other Resources
ITG Resources
