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· 분류 : 외국도서 > 경제경영 > 정보관리
· ISBN : 9781119950134
· 쪽수 : 392쪽
· 출판일 : 2012-04-23
목차
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
