ITIL® V3 - A Pocket Guide
A Pocket Guide
Published on 11. June 2020
169 pages
978-90-8753-171-3 (ISBN)
Description
Note: This pocket book is available in several languages: English, German, French.
This Pocket Guide is a concise summary of ITIL® V 3. A quick, portable reference tool to this leading standard within the Service Management community.
What are the key service management processes? What is the lifecycle approach?
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Jan van Bon
ITIL® V3 - A Pocket Guide
E-Book
06/2020
Van Haren Publishing
€19.99
Available for download
Jan van Bon | Arjen de Jong | Axel Kolthof
IT Service Management Based on ITIL: Volume 3
A Pocket Guide
Book
06/2010
Van Haren Publishing BV
€31.50
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Content
- Intro
- Foreword
- Acknowledgements
- 1 Introduction
- 1.1 What is ITIL?
- 1.2 ITIL exams
- 1.3 Structure of this pocket guide
- 1.4 How to use this pocket guide
- PART 1 THE ITIL SERVICE LIFE CYCLE
- 2 Introduction to the Service Lifecycle
- 2.1 Definition of Service Management
- 2.2 Overview of the Service Lifecycle
- 3 Lifecycle Phase: Service Strategy
- 3.1 Introduction
- 3.2 Basic concepts
- 3.3 Processes and other activities
- 3.4 Organization
- 3.5 Methods, techniques and tools
- 3.6 Implementation and operation
- 4 Lifecycle Phase: Service Design
- 4.1 Introduction
- 4.2 Basic concepts
- 4.3 Processes and other activities
- 4.4 Organization
- 4.5 Methods, techniques and tools
- 4.6 Implementation and operation
- 5 Lifecycle Phase: Service Transition
- 5.1 Introduction
- 5.2 Basic concepts
- 5.3 Processes and other activities
- 5.4 Organization
- 5.5 Methods, techniques and tools
- 5.6 Implementation and operation
- 6 Lifecycle Phase: Service Operation
- 6.1 Introduction
- 6.2 Basic concepts
- 6.3 Processes and other activities
- 6.4 Organization
- 6.5 Methods, techniques and tools
- 6.6 Implementation and operation
- 7 Lifecycle Phase: Continual Service Improvement
- 7.1 Introduction
- 7.2 Basic concepts
- 7.3 Processes and other activities
- 7.4 Organization
- 7.5 Methods, techniques and tools
- 7.6 Implementation and operation
- PART 2 ITIL FUNCTIONS AND PROCESSES
- 8 Introduction to Functions and Processes
- 8.1 ITIL V3 Lifecycle Clustering
- 9 Functions and Processes in Service Strategy
- 9.1 Financial Management
- 9.2 Service Portfolio Management
- 9.3 Demand Management
- 10 Functions and Processes in Service Design
- 10.1 Service Catalogue Management
- 10.2 Service Level Management
- 10.3 Capacity Management
- 10.4 Availability Management
- 10.5 IT Service Continuity Management
- 10.6 Information Security Management
- 10.7 Supplier Management
- 11 Functions and Processes in Service Transition
- 11.1 Transition Planning and Support
- 11.2 Change Management
- 11.3 Service Asset and Configuration Management
- 11.4 Release and Deployment Management
- 11.5 Service Validation and Testing
- 11.6 Evaluation
- 11.7 Knowledge Management
- 12 Functions and Processes in Service Operation
- 12.1 Event Management
- 12.2 Incident Management
- 12.3 Request Fulfillment
- 12.4 Problem Management
- 12.5 Access Management
- 12.6 Monitoring and Control
- 12.7 IT Operations
- 12.8 Service Desk
- 13 Functions and Processes in Continual Service Improvement
- 13.1 CSI Improvement Process
- 13.2 Service Reporting
