Practical IT Service Management: A concise guide for busy executives

by Thejendra BS

Overview

This beginner’s book explains the basics of ITIL and its implementation and interpretation in an easy, selfstudy approach 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 concisely, 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.

Product Details

ISBN-13:	9781849285483
Publisher:	IT Governance Publishing
Publication date:	02/11/2014
Sold by:	Barnes & Noble
Format:	eBook
Pages:	279
File size:	2 MB

About the Author

Thejendra BS is the IT manager for a software development firm in Bangalore, and has over 20 years of experience in IT. Besides working in India, his career has also taken him to Saudi Arabia, Dubai, Bahrain and Australia. He has dealt with customers in many different areas of business, and has written many articles for websites such as techrepublic.com and geekleaders.com.

Thejendra BS is the IT manager for a software development firm in Bangalore, and has over 17 years of experience in IT. Besides working in India, his career has also taken him to Saudi Arabia, Dubai, Bahrain and Australia. He has dealt with customers in many different areas of business, and has written many articles for websites such as techrepublic.com and geekleaders.com.

Table of Contents

1: Introduction to IT Service Management

2: Overview of ITIL 2011

3: The ITIL Lifecycle

4: Service Desk Function

5: Incident Management

6: Problem Management

7: Change Management

8: Release and Deployment Management

9: Service Asset and Configuration

10: Service Level Management

11: Service Catalogue Management

12: Capacity Management

13: Demand Management

14: Availability Management

15: Information Security Management

16: Access Management

17: IT Service Continuity Management

18: Financial Management for IT Services

19: Supplier Management

20: IT Operations Management Function

21: 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