Practical IT Service Management - A Concise Guide for Busy Executives, Second Edition

IT service management – not just for the IT director

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.

IT service management questions answered

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).

ITIL framework for structured ITSM

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:

• Protect your company’s reputation

  If your system goes down for any length of time, you might not be able to process an order or honour a contract. ITSM helps your business meet customer deadlines and expectations.

• Safeguard vital information and recover from IT setbacks

  Without adequate IT service management, you could risk losing vital information, like payroll, billing and sales data.

• Retain momentum

  With structured IT service management in place, routine maintenance issues can be quickly resolved, minimising delays and improving productivity.

Contents

Introduction

• Introduction to IT Service Management
• Overview of ITIL 2011
• The ITIL Lifecycle
• Service Desk Function
• Incident Management
• Problem Management
• Change Management
• Release and Deployment Management
• Service Asset and Configuration
• Service Level Management
• Service Catalogue Management
• Capacity Management
• Demand Management
• Availability Management
• Information Security Management
• Access Management
• IT Service Continuity Management
• Financial Management for IT Services
• Supplier Management
• IT Operations Management Function
• General Tips and Advice for IT Service Management

Appendix

1. Sample SLA Between IT Services and Rocksolid Business Managers
2. Sample OLA between IT Department and the Electrical Department
3. Sample UC between RockSolid IT Services and ABC Computer Corp
4. A Simple IT Service Management Flow with Interactions among Different Processes
5. The ITIL Glossary
6. ITSM Books and other Resources