ITIL(r) For Dummies
- 6h 22m
- Peter Farenden
- John Wiley & Sons (US)
- 2012
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
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.
In this Book
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Introduction
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Managing IT Services: Welcome to the World of ITIL®
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Using the Building Blocks of ITIL®
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Outlining the Structure of ITIL®
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Thinking It Through: Service Strategy
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Are We All Agreed? Service Design Part 1: the Relationship Management Processes
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Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes
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Getting Physical: Service Transition
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Making Services Work Every Day: Service Operation
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Striving to Do Better: Continual Service Improvement
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Implementing ITIL®
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Getting Carried Away: Using Service Management as a Strategic Asset
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Going Back to the Drawing Board: Design Projects
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Organising the Troops: Transition Projects
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Ten Ways to Help ITIL® Work for You
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Ten Key Bits of ITIL®: Some Possible Quick Wins
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Ten Places to Go for Help
