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Itil Intermediate Certification Companion Study Guide

Intermediate Itil Service Lifecycle Exams

Itil Intermediate Certification Companion Study Guide - Gallacher, Liz; Morris, Helen - ISBN: 9781119012214
Prijs: € 63,50
Levertijd: 3 tot 4 werkdagen
Bindwijze: Boek
Genre: Onderwijskunde
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Beschrijving

Complete, Detailed Preparation For The Intermediate Lifecycle Exam Itil Intermediate Certification Lifecycle Companion Study Guide Is The Ultimate Supporting Guide To The Intermediate Lifecycle Exams, With Full Coverage Of All Exam Objectives.

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

Introduction xlv

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

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