How to Develop, Implement and Enforce ITIL V3 best practices 163 Pages> ISBN: 9780980513660?> PDF -Instant Access>> The refresh of ITIL? into...
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How to Develop, Implement and Enforce ITIL V3 best practices Description

163 Pages ISBN: 9780980513660 PDF -Instant Access The refresh of ITIL® into V3 brought impressive positive changes. The evolution of the core principles and practices provided by the framework provides the more holistic guidance needed for an industry that continues to mature and develop at a rapid pace. 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. Getting a product or service from The Art of Service means to your organization that you will get: Quality, before, during and after the purchase Flexibility in education options and creation and delivery of products to meet your needs A personal approach to sales and clients Delivery of results Everybody in the office is available to you. We’re here to help. Professionalism Specialists in a niche market Get your PDF book NOWContents 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

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