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IT Service Management John Sansbury

IT Service Management By John Sansbury

IT Service Management by John Sansbury

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Summary

Covering the latest thinking in IT service management, this new edition provides a comprehensive introduction for those preparing for their ITSM foundation exam.

IT Service Management Summary

IT Service Management: Support for your ITSM Foundation exam by John Sansbury

Whether you're preparing for your service management foundation exam, or simply want to understand service management better, this new edition of our popular book covers the latest thinking and provides a comprehensive, practical introduction to IT service management. Building on their collective service management experience, the authors walk you through essential concepts including processes, functions and roles and illustrate these with real-life examples.

IT Service Management Reviews

'The no-nonsense approach of this book appeals to me. Straight-shooting description, examples and advice from experienced guys.' Rob England,The IT Skeptic (review of previous edition)
'This is absolutely a valuable source of information.' -Erkan Karagulmez, SAP Consultant, CGI Belgium (review of previous edition)

About John Sansbury

Dr Ernest Brewster is a champion of ITIL Service Management. Richard Griffiths is an ITIL trainer. Aidan Lawes is an authority on service management and co-authored ISO/IEC 20000. John Sansbury is a principal consultant and head of practice for service management.

Table of Contents

SECTION 1: OVERVIEW
1 What is service management?

SECTION 2: THE SERVICE LIFECYCLE
2 Service strategy
3 Service design
4 Service transition
5 Service operation
6 Continual service improvement

SECTION 3: THE PROCESSES AND FUNCTIONS
7 IT financial management
8 Demand management
9 Service portfolio management
10 Service catalogue management
11 Service level management
12 Supplier management
13 Capacity management
14 Availability management
15 Service continuity management
16 Information security management and access management
17 Knowledge management
18 Service asset and configuration management
19 Change management
20 Release and deployment
21 The service desk
22 Request fulfilment
23 Incident management
24 Problem management
25 IT operations management
26 Event management
27 Application management
28 Technical management
29 The seven-step improvement process

SECTION 4: MEASUREMENT AND METRICS, AND THE DEMING CYCLE
30 Measurement and metrics
31 The Deming Cycle

APPENDIX

Additional information

GOR009983979
9781780173184
1780173180
IT Service Management: Support for your ITSM Foundation exam by John Sansbury
John Sansbury
Used - Good
Paperback
BCS Learning & Development Limited
2016-03-21
226
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in good condition, but if you are not entirely satisfied please get in touch with us

Customer Reviews - IT Service Management