IT Service Management - Global Best Practices, Volume 1

A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks, and selected by a large board of experts, the contributions offer the best practical guidance on the daily issues of the IT manager.

Contenu

1. Trends, visions and analysis of ITSM market
   
   2. Governance
      Including: IT governance, Business-IT alignment, ; Strategic Regulatory Management; Business value of IT; Chain Management
   3. Demand & Portfolio Management and Sourcing
      Including: Service Portfolio practice, Demand on demand; demand & IT Performance Management
   4. Awareness & implementation
      Including: Simulations; The ABC of ICT; The learning organization & ITIL
   5. Organization
      Including: Team model (MOF); Process & Line management, Roles
   6. Modeling
      Including: Process design; Functions and Processes; Implementation Model
   7. Processes
      Including: Configuration Management; Service Knowledge Management Request Fulfilment, Change, Release and Project Management,; Service Catalog Management
   8. Standards & frameworks
      Including: ISO/IEC 20000; ASL; ITIL; service architecture
   9. Metrics
      Including: Implementing Metrics; benchmarking, selecting metrics, Six Sigma