IT Service Management: Support for Your ITSM Foundation Exam, 3rd Edition
- 3h 22m
- Aidan Lawes, Ernest Brewster, John Sansbury, Richard Griffiths
- BCS
- 2016
Whether you're preparing for your service management foundation exam, or simply want to understand service management better, this new edition of our popular book covers the latest thinking and provides you with a comprehensive, practical introduction to IT service management. Building on their collective, extensive service management experience, the authors of this book walk you through essential concepts including the service lifecycle, processes, functions and roles and illustrate these with real-life examples. With this book you'll quickly gain understanding of the basic principles, terminology and benefits of service management.
In this Book
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What is Service Management?
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Service Strategy
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Service Design
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Service Transition
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Service Operation
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Continual Service Improvement
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Business Relationship Management
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Financial Management for IT Services
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Demand Management
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Service Portfolio Management
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Design Coordination
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Service Catalogue Management
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Service Level Management
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Supplier Management
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Capacity Management
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Availability Management
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IT Service Continuity Management
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Information Security Management and Access Management
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Transition Planning and Support
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Knowledge Management
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Service Asset and Configuration Management
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Change Management
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Release and Deployment Management
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The Service Desk
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Request Fulfilment
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Incident Management
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Problem Management
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IT Operations Management
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Event Management
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Application Management
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Technical Management
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The Seven-Step Improvement Process
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Measurement and Metrics
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The Deming Cycle
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