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ITIL For Dummies, 2011 Edition (1119950139) cover image

ITIL For Dummies, 2011 Edition

ISBN: 978-1-119-95013-4
Paperback
392 pages
April 2012
US $34.99 Add to Cart

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Introduction 1

Part I: How ITIL Can Help You 7

Chapter 1: Managing IT Services: Welcome to the World of ITIL 9

Chapter 2: Using the Building Blocks of ITIL 19

Chapter 3: Outlining the Structure of ITIL 37

Part II: Getting to Grips with the Service Lifecycle and the Processes 61

Chapter 4: Thinking It Through: Service Strategy 63

Chapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management Processes 95

Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes 117

Chapter 7: Getting Physical: Service Transition 139

Chapter 8: Making Services Work Every Day: Service Operation 167

Chapter 9: Striving to Do Better: Continual Service Improvement 195

Part III: Getting Practical 215

Chapter 10: Implementing ITIL 217

Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset 245

Chapter 12: Going Back to the Drawing Board: Design Projects 265

Chapter 13: Organising the Troops: Transition Projects 281

Part IV: The Part of Tens 301

Chapter 14: Ten Ways to Help ITIL Work for You 303

Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins 309

Chapter 16: Ten Places to Go for Help 317

Part V: Appendixes 323

Appendix A: Getting Qualified in ITIL 325

Appendix B: Glossary 333

Appendix C: Cross Referencing Processes 349

Index 355

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