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Practical IT Service Management: A Concise Guide for Busy Executives

Practical IT Service Management: A Concise Guide for Busy Executives


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About the Book

"Practical IT Service Management" is a concise guide to implementing a professional technical service management structure in your organisation based on the international best practice framework, ITIL (IT Infrastructure Library). This framework is globally the most widely accepted approach to technical service management, and is developed based on input from several public and private sector organisations. This beginner's book explains the basics of ITIL Version-3 and its implementation interpretation in an easy, self-study manner for all technical and business staff in your organisation. The entire book is written in a question and answer format for easy comprehension and speedy reading. Each chapter covers only one specific area of ITIL, and each topic is explained in a concise manner with very few answers extending beyond a page. Practical and real-life examples with a little bit of humour are used throughout. This self-help book is designed to be a small stepping stone to the official books on ITIL published by OGC. ITIL is a Registered Trademark of OGC (Office of Government Commerce, British Government, UK).

Table of Contents:
Chapter 1 Introduction to IT Service Management Chapter 2 ITIL Service Management Practices Chapter 3 Service Desk Function Chapter 4 Incident Management Chapter 5 Problem Management Chapter 6 Change Management Chapter 7 Release and Deployment Management Chapter 8 Service Asset and Configuration Management Chapter 9 Service Level Management Chapter 10 Service Catalogue Management Chapter 11 Capacity Management Chapter 12 Demand Management Chapter 13 Availability Management Chapter 14 Information Security Management Chapter 15 Access Management Chapter 16 IT Service Continuity Management Chapter 17 Financial Management Chapter 18 Supplier Management Chapter 19 Operations Management Function Chapter 20 General Tips and Advice for IT Service Management Appendix 1 Sample SLA between IT Services and RockSolid business managers. Appendix 2 Sample OLA between IT Department and the Electrical Department Appendix 3 Sample UC between RockSolid IT Services and ABC Computer Corp Appendix 4 A simple IT Service Management flow with interactions among different processes Appendix 5 The ITIL Glossary Appendix 6 ITSM books and other resources

About the Author :
Thejendra BS is a Technical Support Manager for a software development firm in Bangalore, India. He is an Engineering graduate in Electronics from Bangalore University. He started his career as a field support engineer, maintaining and troubleshooting computers, in 1989. He also worked for two years in Saudi Arabia for a Dell Computer distributor, and has travelled extensively in the Middle East. He lives in Bangalore, India. He writes business humour, technical and serious management books. He can be contacted on thejendra@yahoo.com.


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Product Details
  • ISBN-13: 9781905356409
  • Publisher: IT Governance Publishing
  • Publisher Imprint: IT Governance Publishing
  • Language: English
  • Sub Title: A Concise Guide for Busy Executives
  • ISBN-10: 1905356404
  • Publisher Date: 18 Mar 2008
  • Binding: Digital (delivered electronically)
  • No of Pages: 251


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