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ویرایش: 2
نویسندگان: Randy Steinberg. Great Britain: Cabinet Office
سری: Key Element Guide Suite
ISBN (شابک) : 0113313632, 9780113313631
ناشر: Stationery Office
سال نشر: 2012
تعداد صفحات: 116
زبان: English
فرمت فایل : PDF (درصورت درخواست کاربر به PDF، EPUB یا AZW3 تبدیل می شود)
حجم فایل: 2 مگابایت
در صورت تبدیل فایل کتاب Key element guide ITIL service operation به فرمت های PDF، EPUB، AZW3، MOBI و یا DJVU می توانید به پشتیبان اطلاع دهید تا فایل مورد نظر را تبدیل نمایند.
توجه داشته باشید کتاب راهنمای عنصر کلیدی عملکرد سرویس ITIL نسخه زبان اصلی می باشد و کتاب ترجمه شده به فارسی نمی باشد. وبسایت اینترنشنال لایبرری ارائه دهنده کتاب های زبان اصلی می باشد و هیچ گونه کتاب ترجمه شده یا نوشته شده به فارسی را ارائه نمی دهد.
راهنمای عنصر کلید عملیات سرویس یک مرجع مفید به محتوای موجود در راهنمای عملیات اصلی سرویس ITIL ارائه میکند و عناصر کلیدی آن را خلاصه میکند. «عملیات خدمات ITIL» توضیح میدهد که چگونه میتوان به یک وضعیت پایدار بسیار مطلوب در مدیریت خدمات به صورت روزانه دست یافت.
The Service Operation Key Element Guide provides a handy reference to the content contained within the core ITIL Service Operation guidance and summarises its key elements. 'ITIL Service Operation' describes how a highly desirable steady state of managing services can be achieved on a day-to-day basis.
Key Element Guide ITIL® Service Operation Contents Acknowledgements 1 Introduction 1.1 The ITIL service lifecycle Figure 1.1 The ITIL service lifecycle 1.2 Service operation – key element guide 1.2.1 Purpose and objectives of service operation 1.2.2 Scope 1.2.3 Value to business 1.3 Context 1.3.1 Service strategy 1.3.2 Service design 1.3.3 Service transition 1.3.4 Service operation 1.3.5 Continual service improvement 2 Service management as a practice 2.1 Services and service management 2.1.1 Services 2.1.2 Service management 2.1.3 IT service management 2.1.4 Service providers 2.1.5 Stakeholders in service management 2.1.6 Utility and warranty 2.1.7 Best practices in the public domain 2.2 Basic concepts 2.2.1 Assets, resources and capabilities Figure 2.1 Examples of capabilities and resources 2.2.2 Processes Figure 2.2 Process model 2.2.3 Organizing for service management 2.2.4 The service portfolio 2.2.5 Knowledge management and the SKMS Figure 2.3 The service portfolio and its contents 2.3 Governance and management systems 2.3.1 Governance 2.3.2 Management systems Figure 2.4 Plan-Do-Check-Act cycle 2.4 The service lifecycle 2.4.1 Specialization and coordination across the lifecycle 2.4.2 Processes through the service lifecycle Table 2.1 T he processes described in each core ITIL publication 3 Service operation principles 3.1 Service operation fundamentals 3.1.1 Providing business value through service operation 3.2 Achieving balance in service operation 3.3 Providing good service 3.4 Operation staff involvement in other service lifecycle stages 3.5 Operational health 3.6 Communication 3.7 Documentation 3.8 Service operation inputs and outputs 4 Service operation processes 4.1 Event management 4.1.1 Purpose and objectives 4.1.2 Scope 4.1.3 Value to business 4.1.4 Policies, principles and basic concepts 4.1.5 Process activities, methods and techniques Figure 4.1 The event management process 4.1.6 Triggers, inputs, outputs and interfaces 4.1.7 Critical success factors and key performance indicators 4.1.8 Challenges and risks 4.2 Incident management 4.2.1 Purpose and objectives 4.2.2 Scope 4.2.3 Value to business 4.2.4 Policies, principles and basic concepts 4.2.5 Process activities, methods and techniques Figure 4.2 Incident management process flow Figure 4.3 Example of an incident-matching procedure 4.2.6 Triggers, inputs, outputs and interfaces 4.2.7 Critical success factors and key performance indicators 4.2.8 Challenges and risks 4.3 Request fulfilment 4.3.1 Purpose and objectives 4.3.2 Scope 4.3.3 Value to business 4.3.4 Policies, principles and basic concepts 4.3.5 Process activities, methods and techniques Figure 4.4 The request fulfilment process 4.3.6 Triggers, inputs, outputs and interfaces 4.3.7 Critical success factors and key performance indicators 4.3.8 Challenges and risks 4.4 Problem management 4.4.1 Purpose and objectives 4.4.2 Scope 4.4.3 Value to business 4.4.4 Policies, principles and basic concepts 4.4.5 Process activities, methods and techniques Figure 4.5 The problem management process 4.4.6 Triggers, inputs, outputs and interfaces 4.4.7 Critical success factors and key performance indicators 4.4.8 Challenges and risks 4.5 Access management 4.5.1 Purpose and objectives 4.5.2 Scope 4.5.3 Value to business 4.5.4 Policies, principles and basic concepts 4.5.5 Process activities, methods and techniques Figure 4.6 Access management process 4.5.6 Triggers, inputs, outputs and interfaces 4.5.7 Critical success factors and key performance indicators 4.5.8 Challenges and risks 5 Organizing for service operation 5.1 Functions 5.1.1 Service desk function 5.1.2 Technical management function 5.1.3 IT operations function 5.1.4 Application management function Figure 5.1 Application management lifecycle 5.2 Roles 5.2.1 Generic service owner role 5.2.2 Generic process owner role 5.2.3 Generic process manager role 5.2.4 Generic process practitioner role 5.2.5 Event management roles 5.2.6 Incident management roles 5.2.7 Request fulfilment roles 5.2.8 Problem management roles 5.2.9 Access management roles 6 Implementing service operation 6.1 Managing change in service operation 6.2 Service operation and project management 6.3 Assessing and managing risk in service operation 6.4 Operational staff in service design and transition 6.5 Planning and implementing service management technologies 7 Challenges, risks and critical success factors 7.1 Challenges 7.2 Risks 7.3 Critical success factors 8 Key messages and lessons 9 Related guidance 9.1 Risk assessment and management 9.2 ITIL guidance and web services 9.3 Quality management system 9.4 Governance of IT 9.5 COBIT 9.6 ISO/IEC 20000 service management series 9.7 Environmental management and green/sustainable IT 9.8 Programme and project management 9.9 Skills Framework for the Information Age 9.10 Carnegie Mellon: CMMI and eSCM framework 9.11 Balanced scorecard 9.12 Six Sigma