Service Transition af Shirley Lacy; Ivor Macfarlane (Bog)

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former Service Support and Service Delivery books, which have been updated where necessary. Forlag: The Stationery Office Udgivelsesår: 2007 Sider: 186 Sprog: Engelsk

A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication. Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Forlag: Stationery Office Books (TSO) Udgivelsesår: 2007 Sider: 278 Sprog: Engelsk

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes. Forlag: The Stationery Office Udgivelsesår: 2007 Sider: 280 Sprog: Engelsk

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement. Forlag: The Stationery Office Udgivelsesår: 2007 Sider: 54 Sprog: Engelsk

Udgivelsesår: -1 How do you measure and report your IT services and processes? Which metrics matter the most to senior executives? Finally, here is a book that shows you how! Not theory, but a practical guide that shows you the operational metrics to use and how these can be calculated into key performance indicators (KPIs) and critical success factors (CSFs) that resonate with senior management. In this book, you will learn about the following: - Defining and building a comprehensive metrics program - Metrics that are the most important and how to calculate them - How to measure your IT services - Tips and suggestions for what to do if inadequate tools and reporting exist - Suggested approach for how to build your metrics program step-by-step In addition, this book directs you to free sources for IT service management process and service metrics and reporting dashboards that you can use

Connecting People, Processes, and IT for Business Results The Work System Method is an organized approach that every organization can use for: ... Recognizing that systems involve much more than IT ... Describing and understanding systems from a business viewpoint ... Analyzing and improving systems ... Improving communication between business and IT professionals ... Increasing the likelihood of successful implementation ... Understanding the role and limitations of IT. Forlag: Work System Press Udgivelsesår: 2006 Sider: 280 Sprog: Engelsk

Becoming an effective IT manager presents a host of challenges--from anticipating emerging technology to managing relationships with vendors, employees, and other managers. A good IT manager must also be a strong business leader. This book invites you to accompany new CIO Jim Barton to better understand the role of IT in your organization. You'll see Jim struggle through a challenging first year, handling (and fumbling) situations that, although fictional, are based on true events. You can read this book from beginning to end, or treat is as a series of cases. You can also skip around to address your most pressing needs. For example, need to learn about crisis management and security? Read chapters 10-12. You can formulate your own responses to a CIO's obstacles by reading the authors' regular "Reflection" questions. You'll turn to this book many times as you face IT-related issues in yo