The ITIL Process Manual

James Persse

• Publisher: Van Haren Publishing
• Year: 2016
• ISBN:
  9789087536510
• Topic: Education
• Subtopic: Education General

This practical guide is a great solution to address the key problem how to implement ITIL and ISO 20000 when initial training has been completed. It supports the basic approaches to the fundamental processes – small to medium sized companies will find the concise, practical guidance easy to follow and implement. It avoids the complex, enterprise-wide issues which are not required for many organisations. Each chapter has the following structure: Improvement activitiesProcess inputs and outputsRelated processesTools and techniquesKey Performance IndicatorsCritical Success FactorsProcess Improvement rolesBenefits of effective ProcessImplementation challenges and considerationsTypical assets and artefacts of an Improvement program

Table of contents

• Colophon
• Foreword
• Acknowledgements
• Introduction
• 1. Overview of ITIL v3, 2011 edition
• 2. Steps towards implementing an ITIL-based IT Service Management program
• 3. Business Relationship Management
• 4. Service Level Management
• 5. Capacity Management
• 6. Availability Management
• 7. IT Service Continuity Management
• 8. Information Security Management
• 9. Change Management
• 10. Service Asset and Configuration Management
• 11. Release and Deployment Management
• 12. Incident Management
• 13. Problem Management
• 14. Service Desk
• 15. Service Management and Service Improvement
• 16. Implementing a basic Process Quality Assurance function