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Itil Intermediate Certification Companion Study Guide
Intermediate Itil Service Lifecycle Exams
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| Bindwijze: | Boek |
| Genre: | Onderwijskunde |
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Beschrijving
Details
| Titel: | Itil Intermediate Certification Companion Study Guide |
|---|---|
| auteur: | Gallacher, Liz; Morris, Helen |
| Mediatype: | Boek |
| Taal: | Engels |
| Aantal pagina's: | 1270 |
| Uitgever: | John Wiley & Sons Inc |
| Plaats van publicatie: | 03 |
| NUR: | Onderwijskunde |
| Afmetingen: | 190 x 234 x 43 |
| Gewicht: | 1698 gr |
| ISBN/ISBN13: | 9781119012214 |
| Intern nummer: | 27681269 |
Biografie (woord)
Helen Morris has more than 20 years of experience in Service Management and is an experienced trainer, consultant, and service delivery manager. Helen leads programs to achieve significant improvements in customer satisfaction, quality of service, reduced costs, and better control. Liz Gallacher holds ITIL Expert certification, having achieved distinction (top six percent) in the ITIL Manager certificate in 2002. Liz is an ITIL veteran, and employs most aspects of the framework in implementing various improvement programs.
Inhoudsopgave
Assessment Test li
Part I Service Strategy 1
Chapter 1 Introduction to the Service Strategy Lifecycle Stage 3
Chapter 2 Service Strategy Principles 15
Chapter 3 Service Strategy Processes: Part 1 85
Chapter 4 Service Strategy Processes: Part 2 135
Chapter 5 Governance 163
Chapter 6 Organizing for Service Strategy 173
Chapter 7 Technology Considerations 191
Chapter 8 Implementing Service Strategy 205
Chapter 9 Challenges, Critical Success Factors, and Risks 217
Part II Service Design 227
Chapter 10 Introduction to the Service Design Lifecycle Stage 229
Chapter 11 Service Design Principles 253
Chapter 12 Service Design Processes: Design Coordination and Service Catalog Management 291
Chapter 13 Service Design Processes: Service Level Management and Availability Management 315
Chapter 14 Service Design Processes: Capacity Management and IT Service Continuity Management 347
Chapter 15 Service Design Processes: Information Security Management and Supplier Management 371
Chapter 16 Technology–Related Activities 393
Chapter 17 Organizing for Service Design 411
Chapter 18 Technology Considerations 431
Chapter 19 Implementation and Improvement of Service Design 441
Chapter 20 Challenges, Critical Success Factors, and Risks 453
Part III Service Transition 461
Chapter 21 Introduction to Service Transition 463
Chapter 22 Service Transition Principles 475
Chapter 23 Service Transition Processes: Transition Planning and Support and Change Management 495
Chapter 24 Service Transition Processes: Service Asset and Configuration Management 527
Chapter 25 Service Transition Processes: Release and Deployment Management and Service Validation and Testing 547
Chapter 26 Service Transition Processes: Change Evaluation and Knowledge Management 571
Chapter 27 Managing People through Service Transitions 589
Chapter 28 Organizing for Service Transition 613
Chapter 29 Technology Considerations for Service Transition 633
Chapter 30 Implementation and Improvement of Service Transition 643
Chapter 31 Challenges, Critical Success Factors, and Risks 655
Part IV Service Operation 665
Chapter 32 Introduction to the Service Operation Lifecycle Stage 667
Chapter 33 Service Operation Principles 685
Chapter 34 Service Operation Processes: Incident and Problem Management 705
Chapter 35 Service Operation Processes: Request Fulfilment 743
Chapter 36 Service Operation Processes: Event Management 763
Chapter 37 Service Operation Processes: Access Management 785
Chapter 38 Common Service Operation Activities 801
Chapter 39 Organizing for Service Operation 837
Chapter 40 Technology Considerations 905
Chapter 41 Implementation of Service Operation 915
Chapter 42 Challenges, Critical Success Factors, and Risks 927
Part V Continual Service Improvement 937
Chapter 43 Introduction to the Continual Service Improvement Lifecycle Stage 939
Chapter 44 Continual Service Improvement Principles 957
Chapter 45 The Seven–Step Continual Service Improvement Process 971
Chapter 46 Continual Service Improvement Methods and Techniques 995
Chapter 47 Organizing for Continual Service Improvement 1043
Chapter 48 Technology Considerations 1067
Chapter 49 Implementation of Continual Service Improvement 1079
Chapter 50 Challenges, Critical Success Factors, and Risks 1097
Appendix 1107
Index 1153