Service operation (Best management practice) - Softcover

Great Britain: Cabinet Office

Softcover

ISBN 10: 0113313071 ISBN 13: 9780113313075

Publisher: Stationery Office, 2011

Synopsis

This publication provides updated best-practice advise on all aspects of managing the day-to-day operation of an organisation's IT services. It encompasses and supersedes the operational aspects of the ITIL Service Support and Service Delivery publications and covers most of the scope of ICT Infrastructure Management. it also incorporates operational aspects from the Planning to Implement, Application Management, Software Asset Management and Security Management publications.

About this title

Review:

The revisions have streamlined the ST book and better integrated it into the other books in the service lifecycle. Diagrams are now better drawn and better described in corresponding text... On balance, I believe this revision will improve the overall readability of the ITIL library. Claudia Tropp, Technology Partners International, Inc. --Best Management Pratice

More readable, more useable. Many confusing aspects of Service Transition have been well and truly 'nailed'. The demystifying of the SKMS, CMS, CMDB maelstrom is particularly helpful. Barry Corless, Global Knowledge --Best Management Pratice

There is an extensive increase in synergy across chapters [in ITIL Service Transition] making it easier for the reader to locate like-for-like content across the process areas covered. The latest revisions also provide more practical application and align more closely to real-world experience than ever before; and yet they manage to maintain their flexibility in providing a standard framework which can be adopted and adapted by organizations large or small. A great improvement! Zoe Lambert, HP --Best Management Pratice

More readable, more useable. Many confusing aspects of Service Transition have been well and truly 'nailed'. The demystifying of the SKMS, CMS, CMDB maelstrom is particularly helpful. Barry Corless, Global Knowledge --Best Management Pratice

There is an extensive increase in synergy across chapters [in ITIL Service Transition] making it easier for the reader to locate like-for-like content across the process areas covered. The latest revisions also provide more practical application and align more closely to real-world experience than ever before; and yet they manage to maintain their flexibility in providing a standard framework which can be adopted and adapted by organizations large or small. A great improvement! Zoe Lambert, HP --Best Management Pratice

About the Author:

Summary of Updates from the Author Process flows have been updated or added for all processes including request fulfilment, access management and event management. Key principles including guidance around service requests and request models, and proactive problem management have been clarified. The publication has been updated to explain how basic events flow into filters and rule engines to produce meaningful event information. The relationship between application management activities versus application development activities is also clarified. Other clarifications include an expanded section on problem analysis techniques, procedure flow for incident matching and further guidance for escalating incidents to problem management. In addition, the guidance for managing physical facilities has been expanded.

About this edition

• Publisher: Stationery Office
• Publication date: 2011
• ISBN 10: 0113313071
• ISBN 13: 9780113313075
• Binding: Paperback
• Edition number: 2
• Number of pages: 381