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ITIL For Dummies, 2011 Edition

Book Description

ITIL For Dummies provides an easy-to-understand introduction to using best practice guidance within IT service management. It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience. Whether readers need to identify their customers' needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users.

  • Understanding how ITIL can help you

  • Getting to grips with ITIL processes and the service lifecycle

  • Implementing ITIL into your day to day work

  • Learn key skills in planning and carrying out design and implementation projects

  • Table of Contents

    1. Cover
    2. Table of Contents
    3. Title Page
    4. Introduction
    5. Part I: How ITIL Can Help You
      1. Chapter 1: Managing IT Services: Welcome to the World of ITIL
        1. Defining Some Basic Terms
        2. Equating Service Management with Customer Service
        3. Understanding ITIL: Best Practice Guidance
        4. Piecing Together the Jigsaw: The Content of ITIL
        5. Debunking Some Common Misconceptions about ITIL
        6. Taking the ITIL Qualifications
      2. Chapter 2: Using the Building Blocks of ITIL
        1. Defining Services
        2. Understanding IT Service Management
        3. Understanding Who Provides the IT Services
        4. Knowing the IT Service Management Stakeholders
        5. Creating Value
        6. Having the Right Assets
        7. Exploring Processes, Functions and Roles
        8. Who Does What? Looking at Some Important Roles
        9. Understanding Governance
      3. Chapter 3: Outlining the Structure of ITIL
        1. Getting to Know the Service Lifecycle
        2. So Who Actually Carries Out ITIL Activities? Understanding the Functions
        3. Dealing with the Users: The Service Desk
        4. Managing the Day-to-day Stuff: IT Operations Management
        5. Managing the Technology
        6. Managing the Applications
    6. Part II: Getting to Grips with the Service Lifecycle and the Processes
      1. Chapter 4: Thinking It Through: Service Strategy
        1. Understanding Strategy
        2. Understanding the Purpose of the Service Strategy Stage
        3. Understanding Some Basic Principles
        4. Overview of the Service Strategy Processes
        5. Knowing Your Services: Service Portfolio Management
        6. Managing Your Finances: Financial Management for IT Services
        7. Identifying the Demand: Demand Management
        8. Getting Friendly with Your Customers: Business Relationship Management
        9. Using Technology for Service Strategy
      2. Chapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management Processes
        1. Understanding the Purpose of the Service Design Lifecycle Stage
        2. Understanding Some Basic Principles
        3. Managing Service Levels: Service Level Management
        4. Keeping Information about the Live Services: Service Catalogue Management
        5. Getting Friendly with Third-party Suppliers: Supplier Management
        6. Design Coordination
        7. Identifying Service Design Roles
      3. Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes
        1. Making Sure the Service Is Available: Availability Management
        2. Have We Got Enough? Capacity Management
        3. Being Prepared for Anything: IT Service Continuity Management
        4. Ensuring Security: Information Security Management
        5. Identifying Service Design Roles
      4. Chapter 7: Getting Physical: Service Transition
        1. Understanding the Purpose of the Service Transition Lifecycle Phase
        2. Looking at an Overview of the Service Transition Processes
        3. Controlling Change: Change Management
        4. Knowing What You’ve Got: Service Asset and Configuration Management
        5. Getting the Release Out There: Release and Deployment Management
        6. Making Better Decisions: Knowledge Management
        7. Transition Planning and Support
        8. Identifying Service Transition Roles
      5. Chapter 8: Making Services Work Every Day: Service Operation
        1. Understanding the Purpose of the Service Operation Lifecycle Stage
        2. Understanding Some Basic Principles
        3. Listening to the Technology: Event Management
        4. Stuff Happens: Incident Management
        5. Dealing with Those Strange Things the User Asks for: Request Fulfilment
        6. Allowing the Right People to Use Your Services: Access Management
        7. Getting to the Bottom of an Issue: Problem Management
        8. Identifying Service Operation Roles
      6. Chapter 9: Striving to Do Better: Continual Service Improvement
        1. Understanding the Purpose of the CSI Lifecycle Stage
        2. Understanding Some Basic Principles
        3. Knowing Where to Start
        4. Measuring, Measuring, Measuring
        5. Linking Governance and CSI
        6. Getting to Grips with Risk
        7. Identifying CSI Roles
    7. Part III: Getting Practical
      1. Chapter 10: Implementing ITIL
        1. Planning to Implement ITIL
        2. Creating a Plan for Your Implementation Project
        3. Designing Your Processes
        4. Following an Example Implementation Project
        5. Dealing with the People Stuff: Organisational Change
      2. Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset
        1. Defining a Strategic Asset
        2. Creating a Strategy for Your Services: Strategy Management for IT Services
        3. Defining Services
        4. Working through Examples
        5. Using Service Portfolio Management to Implement Your Strategy
        6. Getting to Grips with Demand Management
      3. Chapter 12: Going Back to the Drawing Board: Design Projects
        1. Seeing What Happens in a Service Design Project
        2. Bringing Together ITIL and Service Design Projects
        3. Looking at an Example of a Service Design Project
      4. Chapter 13: Organising the Troops: Transition Projects
        1. Introducing Service Transition Projects
        2. Seeing What Happens in a Service Transition Project
        3. Bringing Together ITIL and Service Transition Projects
        4. Looking at an Example of a Service Transition Project
    8. Part IV: The Part of Tens
      1. Chapter 14: Ten Ways to Help ITIL Work for You
        1. Detailing Your Vision for ITIL
        2. Having a Plan
        3. Doing Your Homework: Building a Good Business Case
        4. Involving People
        5. Getting the Right People Involved
        6. Communicating
        7. Documenting
        8. Training
        9. Being Pragmatic
        10. Persevering When Something Doesn’t Go as Planned
      2. Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins
        1. Implementing Basic Service Level Management
        2. Introducing a Service Level Agreement
        3. Creating an Operational Level Agreement
        4. Setting Up a Service Desk
        5. Cataloguing Services
        6. Establishing Some Basic Change Control
        7. Knowing the Difference between Incidents and Problems
        8. Measuring Your Achievements
        9. Gathering Tools
        10. Getting Your Staff ITIL Trained
      3. Chapter 16: Ten Places to Go for Help
        1. Your Colleagues
        2. The Internet
        3. Cabinet Office
        4. APM Group
        5. Examination Institutes
        6. ITIL Live
        7. IT Service Management Forum (ITSMF)
        8. ISO/IEC 20000
        9. Complementary Approaches
        10. SFIA
    9. Part V: Appendixes
      1. Appendix A: Getting Qualified in ITIL
        1. Looking at the ITIL Qualification Structure
        2. Examining the Exams
        3. Knowing Where to Attend Courses and Sit Exams
      2. Appendix B: Glossary
      3. Appendix C: Cross Referencing Processes
      4. Cheat Sheet