Continual Service Improvement Based on ITIL V3 : A Management Guide
by Van Bon, JanFormat: Paperback
Pub. Date: 2008-06-01
Publisher(s): Van Haren Publishing
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Summary
This thorough series of titles looks at each of the ITIL V3 lifecycle stages in order to give readers a succinct but complete guide to the essence of that stage.
Table of Contents
| Colophon | p. IV |
| Foreword | p. V |
| Acknowledgements | p. VI |
| Introduction | p. 1 |
| Background | p. 1 |
| Why this book | p. 2 |
| Organizations | p. 3 |
| Structure of the book | p. 4 |
| Introduction to the Service Lifecycle | p. 7 |
| Introduction to ITIL | p. 7 |
| IT Governance | p. 8 |
| Organizational maturity | p. 9 |
| Benefits and risks of ITSM frameworks | p. 12 |
| Service Lifecycle: concept and overview | p. 14 |
| Lifecycle Phase: Continual Service Improvement | p. 21 |
| Introduction | p. 21 |
| Basic concepts | p. 23 |
| Processes and other activities | p. 29 |
| Organization | p. 32 |
| Methods, techniques and tools | p. 37 |
| Implementation | p. 45 |
| Introduction to Functions and Processes | p. 59 |
| Introduction | p. 59 |
| Management of processes | p. 60 |
| Teams, roles and positions in ITSM | p. 64 |
| Tools used in ITSM | p. 65 |
| Communication in IT service organizations | p. 66 |
| Culture | p. 67 |
| Processes, projects, programs and portfolios | p. 67 |
| Functions and processes in the lifecycle phases | p. 69 |
| Functions and Processes in Continual Service Improvement | p. 71 |
| CSI Improvement Process | p. 71 |
| Service Reporting | p. 82 |
| Acronyms | p. 87 |
| Glossary | p. 91 |
| References | p. 141 |
| Index | p. 143 |
| Table of Contents provided by Ingram. All Rights Reserved. |
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