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IT Service Management Global Best Practices: Volume 1 de Jan Van Bon

IT Service Management Global Best Practices: Volume 1: ITSM Library

Editat de Jan Van Bon, Arjen de Jong, Mike Pieper
en Limba Engleză Paperback – 31 mar 2008
A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks, and selected by a large board of experts, the contributions offer the best practical guidance on the daily issues of the IT manager.
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Specificații

ISBN-13: 9789087531003
ISBN-10: 9087531001
Pagini: 637
Dimensiuni: 163 x 241 x 38 mm
Greutate: 1.38 kg
Ediția:Collector's
Editura: Van Haren Publishing
Seria ITSM Library

Descriere

Written by industry leaders, this volume introduces cutting-edge thinking, shares new best practices developed in the field, and provides a broad overview of significant and current IT service management issues.

Cuprins

1. Trends, visions and analysis of ITSM market
2. Governance
Including: IT governance, Business-IT alignment, ; Strategic Regulatory Management; Business value of IT; Chain Management
3. Demand & Portfolio Management and Sourcing
Including: Service Portfolio practice, Demand on demand; demand & IT Performance Management
4. Awareness & implementation
Including: Simulations; The ABC of ICT; The learning organization & ITIL
5. Organization
Including: Team model (MOF); Process & Line management, Roles
6. Modeling
Including: Process design; Functions and Processes; Implementation Model
7. Processes
Including: Configuration Management; Service Knowledge Management Request Fulfilment, Change, Release and Project Management,; Service Catalog Management
8. Standards & frameworks
Including: ISO/IEC 20000; ASL; ITIL; service architecture
9. Metrics
Including: Implementing Metrics; benchmarking, selecting metrics, Six Sigma