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:
Introduction 1 Part I: How ITIL Can Help You 7
Chapter 1: Managing IT Services: Welcome to the World of ITIL 9
Chapter 2: Using the Building Blocks of ITIL 19
Chapter 3: Outlining the Structure of ITIL 37
Part II: Getting to Grips with the Service Lifecycle and the Processes 61
Chapter 4: Thinking It Through: Service Strategy 63
Chapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management Processes 95
Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes 117
Chapter 7: Getting Physical: Service Transition 139
Chapter 8: Making Services Work Every Day: Service Operation 167
Chapter 9: Striving to Do Better: Continual Service Improvement 195
Part III: Getting Practical 215
Chapter 10: Implementing ITIL 217
Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset 245
Chapter 12: Going Back to the Drawing Board: Design Projects 265
Chapter 13: Organising the Troops: Transition Projects 281
Part IV: The Part of Tens 301
Chapter 14: Ten Ways to Help ITIL Work for You 303
Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins 309
Chapter 16: Ten Places to Go for Help 317
Part V: Appendixes 323
Appendix A: Getting Qualified in ITIL 325
Appendix B: Glossary 333
Appendix C: Cross Referencing Processes 349
Index 355
About the Author :
Peter Farenden is an IT service management consultant trainer and an ITIL examiner, with over 30 years of experience spanning IT management, business analysis and project management. Peter has been specialising in service management training and consultancy for the last 10 years.
