ITIL For Dummies
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Engineering › Project Management

ITIL For Dummies

By Peter Farenden
John Wiley & Sons March 2012

Specifications

ISBN-13
9781119950134
Publisher
John Wiley & Sons
Publication
March 2012
Format
Paperback , 392 pages
Jurisdiction
International ? Countri(es) for reference only

Details

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

Table of Contents

Introduction 1

Part I: How ITIL Can Help You 7

Chapter 1: Managing IT Services: Welcome to the World of ITIL 9

Chapter 2: Using the Building Blocks of ITIL 19

Chapter 3: Outlining the Structure of ITIL 37

Part II: Getting to Grips with the Service Lifecycle and the Processes 61

Chapter 4: Thinking It Through: Service Strategy 63

Chapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management Processes 95

Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes 117

Chapter 7: Getting Physical: Service Transition 139

Chapter 8: Making Services Work Every Day: Service Operation 167

Chapter 9: Striving to Do Better: Continual Service Improvement 195

Part III: Getting Practical 215

Chapter 10: Implementing ITIL 217

Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset 245

Chapter 12: Going Back to the Drawing Board: Design Projects 265

Chapter 13: Organising the Troops: Transition Projects 281

Part IV: The Part of Tens 301

Chapter 14: Ten Ways to Help ITIL Work for You 303

Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins 309

Chapter 16: Ten Places to Go for Help 317

Part V: Appendixes 323

Appendix A: Getting Qualified in ITIL 325

Appendix B: Glossary 333

Appendix C: Cross Referencing Processes 349

Index 355

About the Author

Peter Farenden is an IT service management consultant trainer and an ITIL examiner, with over 30 years of experience spanning IT management, business analysis and project management. Peter has been specialising in service management training and consultancy for the last 10 years.

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