ITIL® 4 - A Pocket Guide

Name: ITIL® 4 - A Pocket Guide
Brand: Van Haren Publishing
Price: 19.99 EUR
Availability: OnlineOnly

Jan van Bon(Autor*in)

Van Haren Publishing

1. Auflage

Erschienen am 30. April 2019

122 Seiten

E-Book

ePUB mit Adobe-DRM

Systemvoraussetzungen

978-94-018-0441-7 (ISBN)

19,99 €inkl. 7% MwSt.

Systemvoraussetzungen

für ePUB mit Adobe-DRM

E-Book Einzellizenz

Als Download verfügbar

Beschreibung

Weitere Details

Weitere Ausgaben

Inhalt

Intro
Title
Colophon
Table of Content
The itil story
1 Introduction
1.1 The ITIL 4 framework
1.1.1 The ITIL service value system (SVS)
1.1.2 The four dimensions model
2 Key concepts of service management
2.1 Value co-creation
2.2 Stakeholders
2.2.1 Service providers
2.2.2 Service consumers
2.2.3 Other stakeholders
2.3 Products and services
2.3.1 Service offerings
2.4 Service relationships
2.4.1 The service relationship model
2.5 Value
2.5.1 Outcomes
2.5.2 Costs
2.5.3 Risks
2.5.4 Utility and warranty
3 The four dimensions of service management
3.1 Organizations and people
3.2 Information and technology
3.3 Partners and suppliers
3.4 Value streams and processes
3.5 External factors
4 The itil service value system
4.1 Service value system overview
4.2 Opportunity and demand
4.3 The ITIL guiding principles
4.4 Governance
4.5 Service value chain
4.5.1 Plan
4.5.2 Improve
4.5.3 Engage
4.5.4 Design and transition
4.5.5 Obtain/build
4.5.6 Deliver and support
4.6 Value streams and the service value chain
4.7 Continual improvement
4.8 Practices
5 Itil management practices
5.1 General management practices
5.1.1 Architecture management
5.1.2 Continual improvement
5.1.3 Information security management
5.1.4 Knowledge management
5.1.5 Measurement and reporting
5.1.6 Organizational change management
5.1.7 Portfolio management
5.1.8 Project management
5.1.9 Relationship management
5.1.10 Risk management
5.1.11 Service financial management
5.1.12 Strategy management
5.1.13 Supplier management
5.1.14 Workforce and talent management
5.2 Service management practices
5.2.1 Availability management
5.2.2 Business analysis
5.2.3 Capacity and performance management
5.2.4 Change enablement
5.2.5 Incident management
5.2.6 IT asset management
5.2.7 Monitoring and event management
5.2.8 Problem management
5.2.9 Release management
5.2.10 Service catalogue management
5.2.11 Service configuration management
5.2.12 Service continuity management
5.2.13 Service design
5.2.14 Service desk
5.2.15 Service level management
5.2.16 Service request management
5.2.17 Service validation and testing
5.3 Technical management practices
5.3.1 Deployment management
5.3.2 Infrastructure and platform management
5.3.3 Software development and management
5.4 Relationships between practices and service value chain activities
6 The itil 4 foundation exam
6.1 Purpose
6.2 Conditions
6.3 Question types
6.4 Scoring
6.5 Preparation
6.6 Qualification scheme
7 Differences with previous itil versions
7.1 Changes to the list of processes/practices
8 Glossary
Acronyms
References

Systemvoraussetzungen

Als PDF speichern Als Link merken