Bon Foundations of IT Service Management

1. Auflage 2007
ISBN: 978-90-8753-844-6
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Russisch, 318 Seiten

In recent years, IT Service Management has developed into a field in its own right. Organizations are now so dependent on the automation of large parts of their business processes that the quality of IT services and the synchronization of these services with the needs of the organization are now essential to their survival.

This introduction to IT Service Management, published by ITSMF-NL, is based on the latest edition of the ITIL books on Service Support and Service Delivery and is intended to serve as:

A thorough and convenient introduction to the field of IT Service Management and a selection of the core books in the IT Infrastructure Library (ITIL).

A self-study guide that contains all the material needed to prepare for the Foundation Certificate examination in IT Service Management.

This new edition contains only those topics relevant for Foundations exams. While this book may serve as a textbook, it is not a theoretical book. Instead, it contains a wealth of practical knowledge collected by the editorial board. This practical knowledge and the introduction to the field of IT service management make the book useful even for those not preparing for the examination.

Since no single publication can have the answers to all the questions that arise in a field as multifaceted as IT Service Management, the aim of the book is to raise key questions, to encourage discussions and the comparison of the best practices found in the book with the reader's own experience.

We expect that this book will fulfil a clear need, and it deserves not just to be read and studied, but also to be used wisely in practice.

Autoren/Hrsg.

Bon, Jan

Inhaltsverzeichnis

1;. ...... ... ...... ....... .......;7
2;..... 1. ........;14
3;..... 2. .. ......-............... .......;16
3.1;2.1 ...... . ........;16
3.2;2.2 ........... . .. ........ (....... ......)6;24
3.3;2.3 .......... ..........;32
4;..... 3. ........ . ITIL;38
4.1;3.1 ..... .......;38
4.2;3.2 ...........;41
4.3;3.3 ....... .......... ITIL;43
5;..... 4. .......... ...........;52
5.1;4.1 ........;52
5.2;4.2 .... ........;56
5.3;4.3 .......;58
5.4;4.4. .... ............;60
5.5;4.5 ........ ........;66
5.6;4.6 ....... . ........;68
6;..... 5. .......... ..........;70
6.1;5.1 ........;70
6.2;5.2 .... ........;72
6.3;5.3 .......;73
6.4;5.4 .... ............;76
6.5;5.5 .......... .........;82
6.6;5.6 ....... . ........;84
7;..... 6. .......... ..............;86
7.1;6.1 ........;86
7.2;6.2. .... ........;88
7.3;6.3 .......;90
7.4;6.4 .... ............;93
7.5;6.5 ........ ........;107
7.6;6.6 ....... . ........;108
8;..... 7. .......... ...........;112
8.1;7.1 ........;112
8.2;7.2 .... ........;115
8.3;7.3 .......;116
8.4;7.4 .... ............;119
8.5;7.5 ........ ........;128
8.6;7.6 ....... . ........;129
9;..... 8. .......... ........;132
9.1;8.1 ........;132
9.2;8.2 .... ........;137
9.3;8.3 .......;139
9.4;8.4 .... ............;140
9.5;8.5 ....... . ........;146
10;..... 9. ...... Service Desk;148
10.1;9.1 ........;148
10.2;9.2 .... ........;149
10.3;9.3 .........;150
10.4;9.4 .... ............;154
10.5;9.5 .............10;156
11;..... 10. .......... ....... .......(.....);158
11.1;10.1 ........;158
11.2;10.2 .... ........;160
11.3;10.3 .......;161
11.4;10.4 .... ............;166
11.5;10.5 ........ ........;172
11.6;10.6 ....... . ........;174
12;..... 11. .......... ......... ..;176
12.1;11.1 ........;176
12.2;11.2 .... ........;180
12.3;11.3 .......;182
12.4;11.4 .... ............;185
12.5;11.5 ........ ........;190
12.6;11.6 ....... . ........;191
13;..... 12. .......... ..........;194
13.1;12.1 ........;194
13.2;12.2 .... ........;195
13.3;12.3 .......;196
13.4;12.4 .... ............;200
13.5;12.5 ........ ........;204
13.6;12.6 ....... . ......... ........;206
14;..... 13. .......... ................–........;210
14.1;13.1 ........;210
14.2;13.2 .... ........;211
14.3;13.3 .......;211
14.4;13.4 .... ............;213
14.5;13.5 .......... .........;225
14.6;13.6 ....... . ........;226
15;..... 14. .......... ............;230
15.1;14.1 ........;230
15.2;14.2 .... ........;232
15.3;14.3 .......;233
15.4;14.4 .... ............;236
15.5;14.5 ........ ........;244
15.6;14.6 ....... . ........;245
16;..... 15. .......... ...........................;248
16.1;15.1 ........;248
16.2;15.2 .... ........;249
16.3;15.3 .......;251
16.4;15.4 .... ............;259
16.5;15.5 ........ ........;264
16.6;15.6 ....... . ........;264
17;..... 16. ................ ...... ....... .. ......–........... .. ...... ITIL;268
17.1;16.1 ........;268
17.2;16.2 ............... ......;269
17.3;16.3 ............... ......... ...........;269
17.4;16.4 ................ .....;270
17.5;16.5 .......... Foundation;272
17.6;16.6 .......... . ........;274
17.7;16.7 ............ ................ ..... ITIL;275
17.8;16.8 ....... ........;276
18;..... 17. ...... ..... - .....“Quick Couriers”(“....... .......”);296
18.1;17.1 .......... ..............;297
18.2;17.2 .......... ........... . ...... Service Desk;298
18.3;17.3 .......... ..........;299
18.4;17.4 .......... ...........;300
18.5;17.5 .......... ........;301
18.6;17.6 .......... ............;301
18.7;17.7 .......... ..........;302
18.8;17.8 .......... .............. ..-.......;302
18.9;17.9 .......... .........;303
18.10;17.10 .......... ....... .....;304
19;.......... A .........;306
19.1;A1. .............. ......;306
19.2;A2. ...... ...-......;306
20;.........;308