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IT Service Management–A Year of Change: Social Media, the Economy, Managing Cloud Computing and Virtualization, and Making the Complex Accessible.


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IT Service Management–A Year of Change: Social Media, the Economy, Managing Cloud Computing and Virtualization, and Making the Complex Accessible.

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Delivery: PDF instant Download
File Size: Full version: 3.4 MB
Pages: 163
ISBN: 9780980513660

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Price: USD 59.95

 

 

 

 

How to Develop, Implement and Enforce ITIL® v3 Best Practices


Many organizations and individuals who had previously struggled with their adoption of the ITIL® framework will continue to find challenges in ‘implementing’ ITIL®® as part of their approach for governance of IT Service Management practices. In light of this, the primary goal of this book is to provide the support materials needed to enable the understanding and application of the ITIL®® framework in a wide-range of contexts.

The “How to Develop, Implement and Enforce ITIL® V3’s best practices” book is authored and published by The Art of Service. You can get this time saving guide only and exclusively from The Art of Service.


This comprehensive book is designed as an easy reference that will walk you through the 5 Lifecycle critical steps you need to take to create a successful portfolio of IT Services. In addition you will learn how to manage and refine your service portfolio as your company’s business evolves.

The one overriding benefit that the “How to Develop, Implement and Enforce ITIL® V3’s best practices” book brings you is speed: save time, don’t reinvent the wheel, have instant access to the PDF and reap the benefits.

Measurable returns by using the book can be found in time savings, cost savings and increased revenues for your ITIL® and It Service Management initiatives.

And personally, in your day-to-day role you will benefit from top notch ITIL® best practices experience, right at your fingertips.


Testimonial
5.0 out of 5 stars
“Great way to start with ITIL® and foresee an Enterprise deployment. It’s a good book with a very clear explanation of the ITIL® v3 framework and the best part of it is that it gives a roadmap to implement and enforce the framework.”

Lino Aguirre

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Contents

FOREWORD    1
1    INTRODUCTION    6
1.1    THE FOUR PERSPECTIVES (ATTRIBUTES) OF ITSM    6
1.2    BENEFITS OF ITSM    7
1.3    BUSINESS AND IT ALIGNMENT    7
1.4    WHAT IS ITIL®®?    9
2    COMMON TERMINOLOGY    10
3    THE SERVICE LIFECYCLE    14
3.1    MAPPING THE CONCEPTS OF ITIL®® TO THE SERVICE LIFECYCLE    15
3.2    HOW DOES THE SERVICE LIFECYCLE WORK?    17
4    SERVICE STRATEGY    18
4.1    OBJECTIVES    18
4.2    MAJOR CONCEPTS    19
4.2.1    CREATING SERVICE VALUE    19
4.2.2    SERVICE PACKAGES AND SERVICE LEVEL PACKAGES    20
4.3    SERVICE STRATEGY PROCESSES    22
4.3.1    FINANCIAL MANAGEMENT FOR IT SERVICES    22
4.3.2    SERVICE PORTFOLIO MANAGEMENT    25
4.3.3    DEMAND MANAGEMENT    29
4.3.4    IMPLEMENTATION    33
4.4    SERVICE STRATEGY SUMMARY    37
4.5    SERVICE STRATEGY SERVICE SCENARIO    38
5    SERVICE DESIGN    40
5.1    OBJECTIVES    40
5.2    MAJOR CONCEPTS    41
5.3    SERVICE DESIGN PROCESSES    42
5.3.1    SERVICE LEVEL MANAGEMENT    43
5.3.2    CAPACITY MANAGEMENT    48
5.3.3    AVAILABILITY MANAGEMENT    52
5.3.4    IT SERVICE CONTINUITY MANAGEMENT    57
5.3.5    INFORMATION SECURITY MANAGEMENT    61
5.3.6    SUPPLIER MANAGEMENT    65
5.3.7    SERVICE CATALOGUE MANAGEMENT    68
5.3.8    IMPLEMENTATION    69
5.4    SERVICE DESIGN SUMMARY    74
5.5    SERVICE DESIGN SCENARIO    75
6    SERVICE TRANSITION    77
6.1    OBJECTIVES    77
6.2    MAJOR CONCEPTS    78
6.3    SERVICE TRANSITION PROCESSES    80
6.3.1    KNOWLEDGE MANAGEMENT    80
6.3.2    SERVICE ASSET AND CONFIGURATION MANAGEMENT    82
6.3.3    CHANGE MANAGEMENT    87
6.3.4    RELEASE AND DEPLOYMENT MANAGEMENT    94
6.3.5    SERVICE VALIDATION AND TESTING    99
6.3.6    IMPLEMENTATION    101
6.4    SERVICE TRANSITION SUMMARY    105
6.5    SERVICE TRANSITION SCENARIO    106
7    SERVICE OPERATION    107
7.1    OBJECTIVES    107
7.2    MAJOR CONCEPTS    108
7.3    SERVICE OPERATION FUNCTIONS    110
7.3.1    THE SERVICE DESK    111
7.3.2    TECHNICAL MANAGEMENT    114
7.3.3    IT OPERATIONS MANAGEMENT    116
7.3.4    APPLICATION MANAGEMENT    118
7.4    SERVICE OPERATION PROCESSES    119
7.4.1    EVENT MANAGEMENT    120
7.4.2    INCIDENT MANAGEMENT    122
7.4.3    PROBLEM MANAGEMENT    127
7.4.4    REQUEST FULFILLMENT    131
7.4.5    ACCESS MANAGEMENT    132
7.4.6    IMPLEMENTATION    133
MANAGING CHANGE IN SERVICE OPERATION    133
CHANGE TRIGGERS    133
CHANGE ASSESSMENT    133
SERVICE OPERATION AND PROJECT MANAGEMENT    134
ASSESSING AND MANAGING RISK IN SERVICE OPERATION    134
OPERATIONAL STAFF IN SERVICE DESIGN AND TRANSITION    135
PLANNING AND IMPLEMENTING SERVICE MANAGEMENT TECHNOLOGIES    135
LICENCES    136
SHARED LICENCES    136
WEB LICENCES    136
SERVICE ON DEMAND    137
DEPLOYMENT    137
CAPACITY CHECKS    138
TIMING OF TECHNOLOGY DEPARTMENT    138
TYPE OF INTRODUCTION    138
7.5    SERVICE OPERATION SUMMARY    140
7.6    SERVICE OPERATION SCENARIO    141
8    CONTINUAL SERVICE IMPROVEMENT    142
8.1    OBJECTIVES    142
8.2    MAJOR CONCEPTS    143
8.3    CONTINUAL SERVICE IMPROVEMENT PROCESSES    144
8.3.1    SERVICE LEVEL MANAGEMENT    144
8.3.2    SERVICE MEASUREMENT AND REPORTING    147
8.3.3    CSI (7 STEP) IMPROVEMENT PROCESS    149
8.3.4    METHODS & TECHNIQUES    151
8.3.5    IMPLEMENTATION    158
8.4    CONTINUAL SERVICE IMPROVEMENT SUMMARY    162
8.5    CONTINUAL SERVICE IMPROVEMENT SCENARIO    163
9    GLOSSARY    164
10    CERTIFICATION    167
10.1    ITIL®® CERTIFICATION PATHWAYS    167
10.2    ISO/IEC 20000 PATHWAYS    168

 

New Edition of The Art of Service ITIL® 2011 Foundation eLearning Program Helps Professionals Master Service Management Practices

New Edition of The Art of Service ITIL® 2011 Foundation eLearning Program Helps Professionals Master Service Management Practices

The new fourth edition of The Art of Service ITIL® 2011 Foundation eLearning Program shows professionals how to efficiently manage IT system while saving their organizations time and money.

San Jose, Calif. (PRWEB) November 28, 2011

Managing data is one of the biggest challenges facing businesses in this modern, growing, fast-paced world. IT professionals now have another resource to help them learn how to master service management practices, including those found in the IT Infrastructure Library (ITIL®).

 

 

The new fourth edition of The Art of Service ITIL® 2011 Foundation eLearning Program shows professionals how to efficiently manage IT system while saving their organizations time and money. The Art of Service is one of the most trusted sources globally for the career-driven IT professional.

 

Since the ITIL® 2011 Foundation eLearning Program launched two months ago, nearly 1,000 students are enrolled from dozens of countries.

 

“The Art of Service approach to IT service management training is inclusive, easy-to-understand and very applicable to the real world,” said The Art of Service founder and CEO Ivanka Menken, a renowned global IT and ITIL® expert.

 

The ITIL® 2011 Foundation Program covers everything from processes and vocabulary to concepts and strategies. It includes the certification kit, a comprehensive guide for IT service management pros and anyone seeking to take the ITIL® Foundation Certificate in Service Management Exam. First-time learners and seasoned IT professionals can benefit from this eLearning program.

 

This program is the top best-seller on IT management on Amazon.com and BarnesandNoble.com. It is considered the gold standard of ITIL® certification.

 

The Art of Service has a comprehensive offering of education solutions geared toward the busy IT professional. AOS instructors are experienced in classroom-style delivery, boardroom-style executive coaching, on-the-job training and online virtual support for remote students.

 

The Art of Service has been educating 16,000 students worldwide in its eLearning portal just this year alone.

 

The AOS team has nearly 30 years of experience in educating IT professionals, with expertise including:

 

  • IT Service Management with ITIL ®
  • Cloud computing
  • Standards for the IT Industry: ISO/IEC 20000 and ISO/IEC 27000
  • Help desk pathway
  • Customer service for IT Professionals
  • HR management
  • Career development

 

 

About The Art of Service
As a cutting-edge IT service framework company, The Art of Service is leading the way in providing high end, client-focused books, toolkits and online and classroom education programs. The company is one of the most trusted sources globally for the career-driven IT professional. For more information, visit http://www.theartofservice.com.

 

About the Founder
Ivanka Menken is the founder and CEO of The Art of Service. Menken has spearheaded the company’s Cloud Computing Certification Scheme that is becoming the industry benchmark.

 

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Jennifer Wezensky
JW Public Relations
269.274.4071
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