Persse The ITIL Process Manual

1. Auflage 2016
ISBN: 978-90-8753-651-0
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 373 Seiten, WEB PDF

This practical guide is a great solution to address the key problem how to implement ITIL and ISO 20000 when initial training has been completed. It supports the basic approaches to the fundamental processes small to medium sized companies will find the concise, practical guidance easy to follow and implement. It avoids the complex, enterprise-wide issues which are not required for many organisations.

Each chapter has the following structure:
Improvement activities

Process inputs and outputs

Related processes
Tools and techniques

Key Performance Indicators

Critical Success Factors
Process Improvement roles

Benefits of effective Process

Implementation challenges and considerations
Typical assets and artefacts of an Improvement program

Autoren/Hrsg.

Persse, James

Inhaltsverzeichnis

1;Colophon;5
2;Foreword;6
3;Acknowledgements;8
4;Introduction;16
5;1. Overview of ITIL v3, 2011 edition;22
5.1;1.1. Brief history of ITIL;23
5.2;1.2. Structure of ITIL;24
5.3;1.3. Core components of IT Service Management;41
6;2. Steps towards implementing an ITIL-based IT Service Management program;44
6.1;2.1. Know the model;45
6.2;2.2. Appreciate the value;45
6.3;2.3. Obtain commitment;45
6.4;2.4. Establish a service-based organization;46
6.5;2.5. Select the program’s scope;47
6.6;2.6. Assess the organization;47
6.7;2.7. Create your ITIL-based IT Service Management program;47
6.8;2.8. Implement the program;48
6.9;2.9. Support program use;48
6.10;2.10. The ongoing care and maintenance of your program: Plan-Do-Check-Act;50
6.11;2.11. Some practical tips;51
6.12;2.12. Implementation checklist;53
7;3. Business Relationship Management;56
7.1;3.1. Business Relationship Management activities;57
7.2;3.2. Process inputs and outputs;60
7.3;3.3. Processes related to Business Relationship Management;62
7.4;3.4. Tools and techniques;63
7.5;3.5. Key Performance Indicators;64
7.6;3.6. Critical Success Factors;65
7.7;3.7. Business Relationship Management roles;67
7.8;3.8. Benefits of effective Business Relationship Management;69
7.9;3.9. Implementation challenges and considerations;70
7.10;3.10. Typical assets and artifacts of a Business Relationship Management program;72
8;4. Service Level Management;74
8.1;4.1. Service Level Management work products;75
8.2;4.2. Service Level Management activities;77
8.3;4.3. Process inputs and outputs;83
8.4;4.4. Processes related to Service Level Management;85
8.5;4.5. Tools and techniques;86
8.6;4.6. Critical Success Factors;87
8.7;4.7. Key Performance Indicators;89
8.8;4.8. Service Level Management roles;90
8.9;4.9. Benefits of effective Service Level Management;92
8.10;4.10. Implementation challenges and considerations;94
8.11;4.11. Typical assets and artifacts of a Service Level Management program;96
9;5. Capacity Management;100
9.1;5.1. Process activities for Capacity Management;102
9.2;5.2. Process inputs and outputs;107
9.3;5.3. Processes related to Capacity Management;109
9.4;5.4. Tools and techniques;111
9.5;5.5. Key Performance Indicators;112
9.6;5.6. Critical Success Factors;113
9.7;5.7. Capacity Management roles;115
9.8;5.8. Benefits of effective Capacity Management;117
9.9;5.9. Implementation challenges and considerations;119
9.10;5.10. Typical assets and artifacts of a Capacity Management program;121
10;6. Availability Management;124
10.1;6.1. Availability Management activities;126
10.2;6.2. Process inputs and outputs;131
10.3;6.3. Processes related to Availability Management;133
10.4;6.4. Tools and techniques;135
10.5;6.5. Key Performance Indicators;136
10.6;6.6. Critical Success Factors;138
10.7;6.7. Availability Management roles;139
10.8;6.8. Benefits of effective Availability Management;142
10.9;6.9. Implementation challenges and considerations;144
10.10;6.10. Typical assets and artifacts of an Availability Management program;146
11;7. IT Service Continuity Management;150
11.1;7.1. IT Service Continuity Management activities;152
11.2;7.2. Process inputs and outputs;156
11.3;7.3. Processes related to IT Service Continuity Management;158
11.4;7.4. Tools and techniques;160
11.5;7.5. Key Performance Indicators;161
11.6;7.6. Critical Success Factors;163
11.7;7.7. IT Service Continuity Management roles;164
11.8;7.8. Benefits of effective IT Service Continuity Management;167
11.9;7.9. Implementation challenges and considerations;168
11.10;7.10. Typical assets and artifacts of an IT Service Continuity Management program;170
12;8. Information Security Management;174
12.1;8.1. Information Security Management activities;176
12.2;8.2. Process inputs and outputs;181
12.3;8.3. Processes related to Information Security Management;183
12.4;8.4. Tools and techniques;185
12.5;8.5. Key Performance Indicators;186
12.6;8.6. Critical Success Factors;188
12.7;8.7. Information Security Management roles;190
12.8;8.8. Benefits of effective Information Security Management;192
12.9;8.9. Implementation challenges and considerations;194
12.10;8.10. Typical assets and artifacts of an Information Security Management program;196
13;9. Change Management;200
13.1;9.1. Change Management activities;202
13.2;9.2. Process inputs and outputs;211
13.3;9.3. Processes related to Change Management;212
13.4;9.4. Tools and techniques;215
13.5;9.5. Critical Success Factors;216
13.6;9.6. Key Performance Indicators;217
13.7;9.7. Change Management roles;218
13.8;9.8. Benefits of effective Change Management;221
13.9;9.9. Implementation challenges and considerations;223
13.10;9.10. Typical assets and artifacts of a Change Management program;225
14;10. Service Asset and Configuration Management;228
14.1;10.1. Configuration Management activities;229
14.2;10.2. Process inputs and outputs;234
14.3;10.3. Processes related to Configuration Management;236
14.4;10.4. Tools and techniques;237
14.5;10.5. Key Performance Indicators;238
14.6;10.6. Critical Success Factors;240
14.7;10.7. Configuration Management roles;241
14.8;10.8. Benefits of effective Configuration Management;244
14.9;10.9. Implementation challenges and considerations;246
14.10;10.10. Typical assets and artifacts for a Configuration Management program;248
15;11. Release and Deployment Management;252
15.1;11.1. Release and Deployment Management activities;253
15.2;11.2. Process inputs and outputs;259
15.3;11.3. Processes related to Release and Deployment Management;261
15.4;11.4. Tools and techniques;262
15.5;11.5. Key Performance Indicators;263
15.6;11.6. Critical Success Factors;265
15.7;11.7. Release and Deployment Management roles;266
15.8;11.8. Benefits of effective Release and Deployment Management;269
15.9;11.9. Implementation challenges and considerations;270
15.10;11.10. Typical assets and artifacts of a Release and Deployment Management program;272
16;12. Incident Management;276
16.1;12.1. Incident Management activities;278
16.2;12.2. Process inputs and outputs;283
16.3;12.3. Processes related to Incident Management;284
16.4;12.4. Tools and techniques;287
16.5;12.5. Key Performance Indicators;288
16.6;12.6. Critical Success Factors;290
16.7;12.7. Incident Management roles;292
16.8;12.8. Benefits of effective Incident Management;295
16.9;12.9. Implementation challenges and considerations;296
16.10;12.10. Typical assets and artifacts of an Incident Management program;299
17;13. Problem Management;302
17.1;13.1. Problem Management activities;303
17.2;13.2. Process inputs and outputs;307
17.3;13.3. Processes related to Problem Management;309
17.4;13.4. Tools and techniques;311
17.5;13.5. Key Performance Indicators;312
17.6;13.6. Critical Success Factors;315
17.7;13.7. Problem Management roles;316
17.8;13.8. Benefits of effective Problem Management;318
17.9;13.9. Implementation challenges and considerations;319
17.10;13.10. Typical assets and artifacts of a Problem Management program;322
18;14. Service Desk;326
18.1;14.1. Service Desk responsibilities;327
18.2;14.2. Processes related to Service Desk;330
18.3;14.3. Tools and techniques;332
18.4;14.4. Key Performance Indicators;333
18.5;14.5. Critical Success Factors;334
18.6;14.6. Service Desk roles;336
18.7;14.7. Benefits of a well-executed Service Desk function;339
18.8;14.8. Implementation challenges and considerations;340
18.9;14.9. Typical assets and artifacts of a Service Desk function;342
19;15. Service Management and Service Improvement;346
19.1;15.1. Service Improvement activities;347
19.2;15.2. Process inputs and outputs;350
19.3;15.3. Processes related to Service Improvement;352
19.4;15.4. Tools and techniques;353
19.5;15.5. Key Performance Indicators;354
19.6;15.6. Critical Success Factors;355
19.7;15.7. Service Improvement roles;356
19.8;15.8. Benefits of effective Service Improvement;358
19.9;15.9. Implementation challenges and considerations;360
19.10;15.10. Typical assets and artifacts of a Service Improvement program;361
20;16. Implementing a basic Process Quality Assurance function;364
20.1;16.1. Objectivity and independence;364
20.2;16.2. PQA activities;365
20.3;16.3. The value of PQA;368
20.4;16.4. Summary: ensuring success;368