IT Service Management Global Best Practices: Volume 1

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.

List of contents

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

Product details

• Assisted by: Arjen de Jong (Editor), Mike Pieper (Editor), Jan Van Bon (Editor)
• Publisher: Bernan Distribution
• Languages: English
• Product format: Paperback / Softback
• Released: 01.04.2008
• EAN: 9789087531003
• ISBN: 978-90-8753-100-3
• No. of pages: 637
• Dimensions: 172 mm x 256 mm x 43 mm
• Weight: 1508 g
• Subjects: Natural sciences, medicine, IT, technology > IT, data processing > IT; COMPUTERS / Information Technology, Computers - General Information