For trainers free additional material of this book is available. This can be found under the qTraining Materialq tab. Log in with your trainer account to access the material. In the world of international IT Service Management the previous editions of this book have acquired an excellent reputation as guidance on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This revised edition is based on ITIL 2011 Edition. It is written in the same concise way as the previous editions and covering all the facts. Readers will find that this title succinctly covers the key aspects of ITIL 2011 Edition. It is endorsed by AXELOS, the official ITIL Accreditor. The ITIL Lifecycle is fully covered. In addition there is much attention to the 26 IT Service Management processes and 4 Functions. These are described in detail. This means that it is easy for all readers to access and grasp the concepts of processes and functions that are so pivotal to many service management day-to-day operations. This title covers the following: ac Introduction to the Service Lifecycle ac Lifecycle phase: Service Strategy ac Lifecycle phase: Service Design ac Lifecycle phase: Service Transition ac Lifecycle phase: Service Operation ac Lifecycle phase: Continual Service Improvement New, compared with the previous edition on ITIL V3, are the processes for Strategy Management and Business Relationship Management. Also the other new and revised concepts of ITIL are covered in this book. aWell written and presented, this publication provides a useful addition to the core ITIL publications for anyone wanting to understand IT service management.a Kevin Holland, Service Management Specialist, NHS aPierre has produced an extremely useful summary of the current version of ITIL. This will be an invaluable day to day reference for all practitioners.a Claire Agutter, ITIL Training ZoneA detailed procedure flow for matching incidents and escalating to Problem Management has been added. Request A new process flow now illustrates a suggested set of activities and steps for the request Fulfilment fulfilment process.
|Title||:||IT Service Management Based on ITIL® 2011 Edition|
|Publisher||:||Van Haren - 2014-10-23|