Foundations of IT Service Management Based on ITIL, Volume 3

Foreword......Page 6
Acknowledgements......Page 7
1.1	Background......Page 12
1.3	Organizations......Page 13
1.4	Differences with previous editions......Page 15
1.5	Structure of the book......Page 16
1.6	How to use this book......Page 17
PART 1 THE ITIL SERVICE LIFECYCLE......Page 18
2.1	Introduction to ITIL......Page 20
2.2	IT Governance......Page 22
2.3	Organizational maturity......Page 23
2.4	Benefits and risks of ITSM frameworks......Page 25
2.5	Service Lifecycle: concept and overview......Page 27
3.1	Introduction......Page 32
3.2	Basic concepts......Page 35
3.3	Processes and other activities......Page 42
3.4	Organization......Page 55
3.5	Methods, techniques and tools......Page 62
3.6	Implementation......Page 67
4.1	Introduction......Page 80
4.2	Basic concepts......Page 85
4.3	Processes and other activities......Page 88
4.4	Organization......Page 96
4.5	Methods, techniques and tools......Page 97
4.6	Implementation......Page 100
5.1	Introduction......Page 104
5.2	Basic concepts......Page 106
5.3	Processes and other activities......Page 107
5.4	Organization......Page 111
5.6	Implementation......Page 116
6.1	Introduction......Page 120
6.2	Basic concepts......Page 121
6.3	Processes and other activities......Page 125
6.4	Organization......Page 132
6.6	Implementation......Page 145
7.1	Introduction......Page 150
7.2	Basic concepts......Page 151
7.3	Processes and other activities......Page 157
7.4	Organization......Page 159
7.5	Methods, techniques and tools......Page 163
7.6	Implementation......Page 170
PART 2 FUNCTIONS AND PROCESSES......Page 180
8.1	Introduction......Page 182
8.2	Management of processes......Page 183
8.3	Teams, roles and positions in ITSM......Page 186
8.5	Communication in IT service organizations......Page 187
8.7	Processes, projects, programs and portfolios......Page 188
8.8	Functions and processes in the lifecycle phases......Page 190
9.1	Financial Management......Page 192
9.2	Service Portfolio Management (SPM)......Page 198
9.3	Demand Management......Page 201
10.1	Service Catalogue Management......Page 204
10.2	Service Level Management......Page 207
10.3	Capacity Management......Page 211
10.4	Availability Management......Page 217
10.5	IT Service Continuity Management......Page 224
10.6	Information Security Management......Page 229
10.7	Supplier Management......Page 234
11.1	Transition Planning and Support......Page 238
11.2	Change Management......Page 242
11.3	Service Asset and Configuration Management......Page 251
11.4	Release and Deployment Management......Page 261
11.5	Service Validation and Testing......Page 269
11.6	Evaluation......Page 275
11.7	Knowledge Management......Page 278
12.1	Event Management......Page 282
12.2	Incident Management......Page 287
12.3	Request Fulfillment......Page 293
12.4	Problem Management......Page 296
12.5	Access Management......Page 303
12.6	Monitoring and Control......Page 306
12.7	IT Operations......Page 311
12.8	Service Desk......Page 313
13.1	CSI Improvement Process......Page 318
13.2	Service Reporting......Page 328
References......Page 332
Glossary......Page 334
Index......Page 368