ITIL® 2011 Edition - A Pocket Guide
Published on 11. June 2020
154 pages
978-90-8753-978-8 (ISBN)
Description
For trainers free additional material of this book is available. This can be found under the "Training Material" tab. Log in with your trainer account to access the material.
Note: This pocket book is available in several languages: English, German, Dutch.
Since 2001 the Van Haren Publishing ITIL Pocket Guides have helped readers all over the world to understand the essentials of ITIL (IT Infrastructure Library), the leading framework for IT service management. This pocket guide does exactly the same as previous editions: offering a concise summary of ITIL, based on ITIL® 2011 Edition. We have condensed the full ITIL framework, found in 2000 pages, into just 200 pocket-sized pages! It means that this book is an essential time-saving and cost-effective guide to ITIL 2011 Edition -- for both industry experts and students alike.
Primarily it is a quick, portable reference tool to ITIL for all professionals in the service management community. What is the 'lifecycle' approach? What are the key service management processes and functions?
Secondly the ITIL pocket guide can be used as part of the training material for everyone who wants to certify for the ITIL Foundation exam. The guide contents cover all of the specifications of AXELOS' ITIL Foundation Certificate syllabus.
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Other editions
Additional editions
Jan van Bon
ITIL® 2011 Edition - A Pocket Guide
E-Book
06/2020
Van Haren Publishing
€19.99
Available for download
Book
12/2011
Van Haren Publishing BV
€35.90
Shipment within 10-15 days
Content
- Intro
- Titel
- Colophon
- Foreword
- Acknowledgements
- 1 Introduction
- 1.1 What is ITIL?
- 1.2 Why is ITIL successful?
- 1.3 ITIL exams
- 1.4 Structure of this pocket guide
- 1.5 How to use this pocket guide
- 2 Introduction to the service lifecycle
- 2.1 Definition of service management
- 2.2 Internal and external customers
- 2.3 Internal and external services
- 2.4 Overview of the service lifecycle
- 2.5 Functions and processes
- 2.6 Organizational structure
- 2.7 ITIL lifecycle clustering
- 2.8 The process model and the characteristics of processes
- 2.9 Key concepts
- 3 Lifecycle stage: service strategy
- 3.1 Introduction
- 3.2 Basic concepts
- 3.3 Processes and other activities
- 3.4 Strategy management for IT services
- 3.5 Service portfolio management
- 3.6 Financial management for IT services
- 3.7 Demand management
- 3.8 Business relationship management
- 3.9 Governance
- 3.10 Organization
- 3.11 Methods, techniques and tools
- 3.12 Implementation and operation
- 4 Lifecycle stage: service design
- 4.1 Introduction
- 4.2 Basic concepts
- 4.3 Processes and other activities
- 4.4 Design coordination
- 4.5 Service catalogue management
- 4.6 Service level management
- 4.7 Availability management
- 4.8 Capacity management
- 4.9 IT service continuity management
- 4.10 Information security management
- 4.11 Supplier management
- 4.12 Service design technology-related activities
- 4.13 Organization
- 4.14 Methods, techniques and tools
- 4.15 Implementation and operation
- 5 Lifecycle stage: service transition
- 5.1 Introduction
- 5.2 Basic concepts
- 5.3 Processes and other activities
- 5.4 Transition planning and support
- 5.5 Change management
- 5.6 Service asset and configuration management
- 5.7 Release and deployment management
- 5.8 Service validation and testing
- 5.9 Change evaluation
- 5.10 Knowledge management
- 5.11 Organization
- 5.12 Methods, techniques and tools
- 5.13 Implementation and operation
- 6 Lifecycle stage: service operation
- 6.1 Introduction
- 6.2 Basic concepts
- 6.3 Processes and other activities
- 6.4 Event management
- 6.5 Incident management
- 6.6 Request fulfillment
- 6.7 Problem management
- 6.8 Access management
- 6.9 Common service operation activities
- 6.10 Organization
- 6.11 Methods, techniques and tools
- 6.12 Implementation and operation
- 7 Lifecycle stage: continual service improvement
- 7.1 Introduction
- 7.2 Basic concepts
- 7.3 Processes and other activities
- 7.4 Seven-step improvement process
- 7.5 Organization
- 7.6 Methods, techniques and tools
- 7.7 Implementation and operation
- Acronyms
- References
