IT Service Management, 3rd Edition

IT Service Management, 3rd Edition

by John Sansbury, Ernest Brewster, Aidan Lawes, Richard Griffiths
Released April 2016
Publisher(s): BCS, The Chartered Institute for IT
ISBN: 9781780173207

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Book description

Covering the latest thinking in IT service management, this new edition provides a comprehensive introduction for those preparing for their ITSM foundation exam.

Table of contents

  1. Front Cover
  2. BCS, THE CHARTERED INSTITUTE FOR IT
  3. Title Page
  4. Copyright Page
  5. Contents
  6. List of figures and tables
  7. Authors
  8. Abbreviations
  9. Glossary
  10. Useful websites
  11. Preface
  12. Introduction
  13. SECTION 1: OVERVIEW
    1. 1. WHAT IS SERVICE MANAGEMENT?
      1. Introduction
      2. ‘Best practice’ versus ‘good practice’
      3. The ITIL framework
      4. The ITIL core
      5. Complementary material
      6. Related material
      7. The ITIL service management model
      8. Key concepts
  14. SECTION 2: THE SERVICE LIFECYCLE
    1. 2. SERVICE STRATEGY
      1. Introduction
      2. Governance
      3. Risk
      4. Key processes
      5. IT service provider types
      6. The four Ps of strategy
      7. Service management as a strategic asset
      8. Developing strategy for specific services
      9. Service assets
      10. Value
      11. Automating service management processes
    2. 3. SERVICE DESIGN
      1. Introduction
      2. Why service design?
      3. The five major aspects of service design
      4. Objectives of service design
      5. The service design package
    3. 4. SERVICE TRANSITION
      1. Introduction
      2. Purpose and objectives
      3. Process objectives and value
      4. Challenges
      5. Roles
    4. 5. SERVICE OPERATION
      1. Introduction
      2. Purpose and objectives
      3. The value of service operation
      4. Key activities and functions
      5. Self-help
    5. 6. CONTINUAL SERVICE IMPROVEMENT
      1. Introduction
      2. Purpose and objectives
      3. Key principles
  15. SECTION 3: THE PROCESSES AND FUNCTIONS
    1. 7. BUSINESS RELATIONSHIP MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. General principles
      4. Key activities
      5. Relationships with other service management processes
      6. Metrics
      7. Roles
    2. 8. FINANCIAL MANAGEMENT FOR IT SERVICES
      1. Introduction and scope
      2. Purpose and objectives
      3. Activities and concepts
      4. Relationships with other service management processes
    3. 9. DEMAND MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Understanding demand fluctuations
      4. Attempting to reduce peak demands
      5. Patterns of business activity
      6. User profiles
      7. The benefits of demand management
      8. Relationships with other service management processes
      9. Metrics
      10. Roles
    4. 10. SERVICE PORTFOLIO MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Service portfolio components
      4. Key activities
      5. Renewing the portfolio
      6. Relationships with other service management processes
    5. 11. DESIGN COORDINATION
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Activities
      5. Challenges
      6. Relationships with other service management processes
      7. Metrics
      8. Roles
    6. 12. SERVICE CATALOGUE MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management processes
      5. Roles
    7. 13. SERVICE LEVEL MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Service level agreements
      5. Relationships with other service management processes
      6. Metrics
      7. Roles
    8. 14. SUPPLIER MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. General principles
      4. Categorising suppliers
      5. Key activities
      6. The supplier and contract management information system (SCMIS)
      7. Relationships with other service management processes
      8. Roles
    9. 15. CAPACITY MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. The capacity plan
      4. The three sub-processes of capacity management
      5. Relationships with other service management processes
      6. Metrics
      7. Roles
    10. 16. AVAILABILITY MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Vital business functions
      4. How component availability affects service availability
      5. Proactive availability management techniques
      6. Reactive availability management
      7. Relationships with other service management processes
      8. Metrics
      9. Roles
      10. Key performance indicators
    11. 17. IT SERVICE CONTINUITY MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management processes
      5. Metrics
      6. Roles
    12. 18. SECURITY MANAGEMENT AND ACCESS MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. The information security policy
      4. The information security management system
      5. Access management
      6. Facilities management – the control of physical access
      7. Relationships with other service management processes
      8. Metrics
      9. Roles
    13. 19. TRANSITION PLANNING AND SUPPORT
      1. Introduction and scope
      2. Purpose, objectives and value
      3. Key activities
      4. Relationships with other service management processes
      5. Metrics
    14. 20. KNOWLEDGE MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Activities, methods and techniques
      5. Challenges
      6. Relationships with other service management processes
      7. Metrics
      8. Roles
    15. 21. SERVICE ASSET AND CONFIGURATION MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Configuration baseline
      5. Activities
      6. Challenges
      7. Relationships with other service management processes
      8. Metrics
      9. Roles
    16. 22. CHANGE MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Activities
      5. Change proposals
      6. Challenges
      7. Testing
      8. Relationships with other service management processes
      9. Metrics
      10. Roles
    17. 23. RELEASE AND DEPLOYMENT MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Activities, methods and techniques
      5. Challenges
      6. Relationships with other service management processes
      7. Metrics
      8. Roles
    18. 24. THE SERVICE DESK
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Key activities
      5. Relationships with service management processes
      6. Metrics
      7. Roles
      8. Challenges
    19. 25. REQUEST FULFILMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Request models
      5. Relationships with other service management processes
    20. 26. INCIDENT MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Key activities
      5. Relationships with other service management processes
      6. Metrics
      7. Roles
      8. Challenges
    21. 27. PROBLEM MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Key activities
      5. Proactive problem management
      6. Relationships with other service management processes
      7. Metrics
      8. Roles
      9. Challenges
    22. 28. IT OPERATIONS MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management functions
    23. 29. EVENT MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management processes
    24. 30. APPLICATION MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Relationship between application management and application development
      4. Key activities
      5. Relationships with other service management functions
    25. 31. TECHNICAL MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management functions
    26. 32. THE SEVEN-STEP IMPROVEMENT PROCESS
      1. Introduction and scope
      2. Purpose and objectives
      3. Activities, methods and techniques
      4. Roles
  16. SECTION 4: MEASUREMENT, METRICS AND THE DEMING CYCLE
    1. 33. MEASUREMENT AND METRICS
      1. Introduction
      2. Key performance indicators and metrics
      3. Using metrics and KPIs to improve performance
      4. Metrics in reports
    2. 34. THE DEMING CYCLE
      1. Introduction
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management processes
  17. APPENDIX
    1. Introduction
    2. Exam techniques
  18. Index
  19. Back Cover

Product information

  • Title: IT Service Management, 3rd Edition
  • Author(s): John Sansbury, Ernest Brewster, Aidan Lawes, Richard Griffiths
  • Release date: April 2016
  • Publisher(s): BCS, The Chartered Institute for IT
  • ISBN: 9781780173207