Itilr 2011 The Story Continues

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ITIL¨ 2011 The Story Continues

Author : Dr. Pratul Sharma
Publisher : BPB Publications
ISBN 13 : 9388176731
Total Pages : 100 pages
Book Rating : 4.3/5 (881 download)

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Book Synopsis ITIL¨ 2011 The Story Continues by : Dr. Pratul Sharma

Download or read book ITIL¨ 2011 The Story Continues written by Dr. Pratul Sharma and published by BPB Publications. This book was released on 2019-09-19 with total page 100 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Complete Beginners' Guide to ITIL DESCRIPTION Dr Pratul SharmaÕs exposure to working Industry movers, good practices of IT Service Management and Project Management has enabled him to work closest to the minds of knowledge workers of todayÕs Industry. This book is a collection of Dr. Pratul SharmaÕs real-life examples explaining the concepts of IT Service Management and ITIL which have proven to be the most important aspects of the learning journey of service industry professionals. The examples quoted herein are from the author own experience. The book also provides some entering questions which may be pondered during client discussions or job interviews. KEY FEATURES Explains ITIL service strategy and guiding principles Covers all ITIL processes, roles, and functions Describes the ITIL service lifecycle and standards for service design and development An explanation is given in untraditional LaymanÕs language, with easy to follow examples Explores issues of creating and maintaining value for clients through monitoring WHAT WILL YOU LEARN Service Strategy & Design, Service Transition & Service Operation Continual Service Improvement Service Operation Functions ITIL¨ 2011 Update WHO THIS BOOK IS FOR This book is a humble attempt to support the endeavour, where an effort has been made to make the knowledge simple and easy to understand even to the professionals who are not IT literate. Even a banker could read the manuscript of the book and easily understand the good practices of IT Service Management described therein. This book will help the readers to understand the relatively new discipline called IT Service Management better. Table of Contents 1. Ê Ê The ITIL¨ Story 2. Ê Ê Concepts 3. Ê Ê The Story Continues -ITIL¨Ê V 3.0 4. Ê Ê Service Strategy 5. Ê Ê Service Design 6. Ê Ê Service Transition & Service Operation 7. Ê Ê Continual Service Improvement 8. Ê Ê Service Operation Functions 9. Ê Ê ITIL¨ 2011 Update 10.Ê Few Important Questions to discuss 11.Ê The ITIL¨ Story Summary 12.Ê Abbreviations

ITIL® 2011 At a Glance

Author : John O. Long
Publisher : Springer Science & Business Media
ISBN 13 : 1461438977
Total Pages : 98 pages
Book Rating : 4.4/5 (614 download)

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Book Synopsis ITIL® 2011 At a Glance by : John O. Long

Download or read book ITIL® 2011 At a Glance written by John O. Long and published by Springer Science & Business Media. This book was released on 2012-07-01 with total page 98 pages. Available in PDF, EPUB and Kindle. Book excerpt: "ITIL® 2011 At a Glance" is an important update to the internationally-recognized ITIL® best practices for IT Service Management. "ITIL® 2011 At a Glance" provides graphical and textual memory joggers for the primary concepts of those best practices. IT organizations worldwide are implementing ITIL® as a vehicle for improving IT service quality and improve return on investment for IT services. This book is an update based on the ITIL 2011 Update. The desk reference’s unique graphical approach will take otherwise complex textual descriptions and make the information accessible in a series of consistent, simple diagrams. "ITIL® 2011 At a Glance" will be of interest to organizations looking to train their staffs in a consistent and cost-effective way. Further, this book is ideal for anyone involved in planning consulting, implementing, or testing an ITIL® implementation.

Foundations of IT Service Management

Author : Brady Orand
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781466231320
Total Pages : 0 pages
Book Rating : 4.2/5 (313 download)

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Book Synopsis Foundations of IT Service Management by : Brady Orand

Download or read book Foundations of IT Service Management written by Brady Orand and published by Createspace Independent Publishing Platform. This book was released on 2011 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presented in an easy-to-understand format, the concepts of ITIL and the processes are laid out in a logical sequence. Each lesson is followed by list of key concepts and sample questions to help study for the ITIL® Foundation certification exam. Chapter review questions, modeled after the real exam questions, reinforce learning for each unit. While the focus is on providing the information required to pass the ITIL® Foundations exam, this book also goes beyond those basics to provide a real understanding of ITIL® to further your knowledge and abilities as a valuable part of IT/business alignment. Using a case-study approach, real issues are discussed that represents challenges experienced by almost every IT organization. --

ITIL® 2011 Edition – A Pocket Guide

Author : Jan van Bon a.o.
Publisher : Van Haren
ISBN 13 : 9087536763
Total Pages : 194 pages
Book Rating : 4.0/5 (875 download)

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Book Synopsis ITIL® 2011 Edition – A Pocket Guide by : Jan van Bon a.o.

Download or read book ITIL® 2011 Edition – A Pocket Guide written by Jan van Bon a.o. and published by Van Haren. This book was released on 2011-12-30 with total page 194 pages. Available in PDF, EPUB and Kindle. Book excerpt: Note: This pocket book is available in several languages: English, German, Dutch. Since 2001 the Van Haren Publishing ITIL Pocket Guides have helped readers all over the world to understand the essentials of ITIL (IT Infrastructure Library), the leading framework for IT service management. This pocket guide does exactly the same as previous editions: offering a concise summary of ITIL, based on ITIL® 2011 Edition. We have condensed the full ITIL framework, found in 2000 pages, into just 200 pocket-sized pages! It means that this book is an essential time-saving and cost-effective guide to ITIL 2011 Edition -- for both industry experts and students alike. Primarily it is a quick, portable reference tool to ITIL for all professionals in the service management community. What is the ‘lifecycle’ approach? What are the key service management processes and functions? Secondly the ITIL pocket guide can be used as part of the training material for everyone who wants to certify for the ITIL Foundation exam. The guide contents cover all of the specifications of APMG’s ITIL Foundation Certificate syllabus. By this book is a separate file (free, via internet) available: • All images in the book, in Powerpoint format. Click on the button Training Material by the book on our website.

IT Service Management Based on ITIL® 2011 Edition

Author : Pierre Bernard
Publisher : Van Haren
ISBN 13 : 9401805563
Total Pages : 349 pages
Book Rating : 4.4/5 (18 download)

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Book Synopsis IT Service Management Based on ITIL® 2011 Edition by : Pierre Bernard

Download or read book IT Service Management Based on ITIL® 2011 Edition written by Pierre Bernard and published by Van Haren. This book was released on 1970-01-01 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: For trainers free additional material of this book is available. This can be found under the "Training Material" tab. Log in with your trainer account to access the material.In the world of international IT Service Management the previous editions of this book have acquired an excellent reputation as guidance on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations.This revised edition is based on ITIL 2011 Edition. It is written in the same concise way as the previous editions and covering all the facts. Readers will find that this title succinctly covers the key aspects of ITIL 2011 Edition. It is endorsed by AXELOS, the official ITIL Accreditor.The ITIL Lifecycle is fully covered. In addition there is much attention to the 26 IT Service Management processes and 4 Functions. These are described in detail. This means that it is easy for all readers to access and grasp the concepts of processes and functions that are so pivotal to many service management day-to-day operations.This title covers the following: Introduction to the Service Lifecycle Lifecycle phase: Service Strategy Lifecycle phase: Service Design Lifecycle phase: Service Transition Lifecycle phase: Service Operation Lifecycle phase: Continual Service ImprovementNew, compared with the previous edition on ITIL V3, are the processes for Strategy Management and Business Relationship Management. Also the other new and revised concepts of ITIL are covered in this book. Well written and presented, this publication provides a useful addition to the core ITIL publications for anyone wanting to understand IT service management. Kevin Holland, Service Management Specialist, NHS Pierre has produced an extremely useful summary of the current version of ITIL. This will be an invaluable day to day reference for all practitioners. Claire Agutter, ITIL Training Zone

Full Stack Development with MongoDB

Author : MANU SHARMA
Publisher : BPB Publications
ISBN 13 : 9355510144
Total Pages : 386 pages
Book Rating : 4.3/5 (555 download)

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Book Synopsis Full Stack Development with MongoDB by : MANU SHARMA

Download or read book Full Stack Development with MongoDB written by MANU SHARMA and published by BPB Publications. This book was released on 2022-04-21 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn Full Stack Development (Frontend, Backend, APIs and Mobile App) with Python, PHP, Node.js, React Native and MongoDB KEY FEATURES ● Covers full stack development from start to finish, including frontend, backend, API and mobile app development. ● Includes well-known programming environments such as Node.js, React Native, Python, and PHP. ● Practical examples, crisp code, and detailed screenshots are provided for every chapter. DESCRIPTION Full-Stack Development with MongoDB and Scaling Your Expertise to Web and Mobile App Development is the goal of this book. Starting with the basics, the book will assist any programmer and developer and those who deal with NodeJS, PHP, Python and React Native in setting up their working environment with MongoDB. Various full-stack configurations of libraries and frameworks for mobile and web applications are covered in length in this book. REST API, CRUD operations are also explained in a detailed manner. The skills you learn to use PHP, ExpressJS, NodeJS, Python and React Native become increasingly solid as time goes on. Everything in this book has been explained so that, once you begin working on the practical development while reading it, you will be more experienced in software development, both in web and mobile technologies, when you finish reading it. WHAT YOU WILL LEARN ● Gain exposure to all of the fundamental concepts of Full Stack Development. ● Run to perform PHP and MongoDB CRUD operations. ● Learn how to build RESTFul APIs. ● Acquire expertise with popular web technologies such as Node.js, Express.js, Python and Django Framework. ● Work with React Native and develop mobile applications based on MongoDB. WHO THIS BOOK IS FOR This book is for individuals interested in learning Full Stack Development with MongoDB and expanding their expertise to design web and mobile applications with MongoDB. Readers with a working knowledge of MongoDB and any programming language can make maximum use of the book. TABLE OF CONTENTS Full Stack development with MongoDB Software Development Basic Topics 1. Client and Server Side Concepts and Introduction to MongoDB Drivers 2. Data Addition using MongoDB Compass Full Stack development with MongoDB Software Development Intermediate Topics 3. Starting up Programming with MongoDB and PHP 4. Starting up Programming with MongoDB and JavaScript (Node.js) 5. Starting up Programming with MongoDB and React Native 6. Starting up Programming with MongoDB and Python 7. Full Stack Development using MongoDB Full Stack Development with MongoDB Software Development Advanced Topics 8. MongoDB Step by Step Practical Application Development Using PHP 9. MongoDB Step by Step Practical Application Development Using JavaScript (Node.js with Express.js) 10. MongoDB Step by Step Practical Mobile App Development Using React Native 11. MongoDB Step by Step Practical Web Development Using Python

Foundations of ITIL® 2011 Edition

Author : Pierre Bernard
Publisher : Van Haren
ISBN 13 : 9087539231
Total Pages : 473 pages
Book Rating : 4.0/5 (875 download)

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Book Synopsis Foundations of ITIL® 2011 Edition by : Pierre Bernard

Download or read book Foundations of ITIL® 2011 Edition written by Pierre Bernard and published by Van Haren. This book was released on 1970-01-01 with total page 473 pages. Available in PDF, EPUB and Kindle. Book excerpt: For trainers free additional material of this book is available. This can be found under the "Training Material" tab. Log in with your trainer account to access the material.This book and its predecessors have become the industry classic guide on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations.This version has now been upgraded to reflect ITIL 2011 Edition. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL 2011 Edition upgrade.The ITIL 2011 Edition approach covering the ITIL Lifecycle is fully covered. The new and re-written processes in ITIL 2011 Edition for strategy management and business relationship management are included, as well as the other new and improved concepts in ITIL 2011 Edition . This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations. This title covers the following: Lifecycle phase: Service strategy Lifecycle phase: Service design Lifecycle phase: Service transition Lifecycle phase: Service operation Lifecycle phase: Continual service improvement

Foundations of ITIL

Author : Pierre Bernard
Publisher : Van Haren Publishing
ISBN 13 : 9789087536749
Total Pages : 0 pages
Book Rating : 4.5/5 (367 download)

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Book Synopsis Foundations of ITIL by : Pierre Bernard

Download or read book Foundations of ITIL written by Pierre Bernard and published by Van Haren Publishing. This book was released on 2012-07-11 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book and its predecessors have become the industry classic guide on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This version has now been upgraded to reflect ITIL 2011 Edition. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL 2011 Edition upgrade. The ITIL 2011 Edition approach covering the ITIL Lifecycle is fully covered. The new and re-written processes in ITIL 2011 Edition for strategy management and business relationship management are included, as well as the other new and improved concepts in ITIL 2011 Edition . This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations. This title covers the following: Lifecycle phase: Service strategy Lifecycle phase: Service design Lifecycle phase: Service transition Lifecycle phase: Service operation Lifecycle phase: Continual service improvement By this book is a separate file (free, via internet) available: • All images in the book, in Powerpoint format. Click on the button Training Material by the book on our website.

Passing the ITIL® Foundation Exam

Author : Vince Pultorak
Publisher : Van Haren
ISBN 13 : 908753664X
Total Pages : 290 pages
Book Rating : 4.0/5 (875 download)

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Book Synopsis Passing the ITIL® Foundation Exam by : Vince Pultorak

Download or read book Passing the ITIL® Foundation Exam written by Vince Pultorak and published by Van Haren. This book was released on 2012-02-02 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book helps people prepare for the ITIL® 2011 Edition Foundation qualification exam. It contains direct links to the full syllabus and specifies the terms and definitions required. In addition it gives sample questions for practice both within the text and also a number of the official exams questions in the back. The content of this book is based on the ITIL® 2011 Edition core guidance and APMG’s ITIL Foundation Certificate syllabus edition 2011. Written by globally experienced trainers and reviewed by other professionals this unique work provides clear and concise guidance for all those seeking to achieve success at the ITIL Foundation Level. Covering: A clear and concise explanation of the exam structure; Key text for the exams; Sample exam questions and sample answers and Hints and Tips and practical examples this book will highlight for readers the key items they need for the ITIL Foundation Exam that will increase chances of success. By this book is a separate file (free, via internet) available: • All images in the book, in Powerpoint format. Click on the button Training Material by the book on our website.

An Introductory Overview of ITIL V3

Author : Alison Cartlidge
Publisher :
ISBN 13 : 9780955124587
Total Pages : 55 pages
Book Rating : 4.1/5 (245 download)

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Book Synopsis An Introductory Overview of ITIL V3 by : Alison Cartlidge

Download or read book An Introductory Overview of ITIL V3 written by Alison Cartlidge and published by . This book was released on 2009-01-01 with total page 55 pages. Available in PDF, EPUB and Kindle. Book excerpt:

ITIL For Dummies

Author : Peter Farenden
Publisher : John Wiley & Sons
ISBN 13 : 1119950139
Total Pages : 393 pages
Book Rating : 4.1/5 (199 download)

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Book Synopsis ITIL For Dummies by : Peter Farenden

Download or read book ITIL For Dummies written by Peter Farenden and published by John Wiley & Sons. This book was released on 2012-04-23 with total page 393 pages. Available in PDF, EPUB and Kindle. Book excerpt: ITIL For Dummies provides an easy-to-understand introduction to using best practice guidance within IT service management. It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience. Whether readers need to identify their customers' needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users. Understanding how ITIL can help you Getting to grips with ITIL processes and the service lifecycle Implementing ITIL into your day to day work Learn key skills in planning and carrying out design and implementation projects

ITIL Exam Prep Questions, Answers, and Explanations

Author : Christopher Scordo
Publisher : Ssi Logic
ISBN 13 : 9780982576816
Total Pages : 326 pages
Book Rating : 4.5/5 (768 download)

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Book Synopsis ITIL Exam Prep Questions, Answers, and Explanations by : Christopher Scordo

Download or read book ITIL Exam Prep Questions, Answers, and Explanations written by Christopher Scordo and published by Ssi Logic. This book was released on 2009-10-26 with total page 326 pages. Available in PDF, EPUB and Kindle. Book excerpt: ** For the ITIL Foundation Exam (Latest Version) ** Countless time and money is spent preparing for the ITIL Foundation exam. So why aren't students laser-focused on taking practice exams before attempting the real thing? Based on the latest ITIL Foundation syllabus (ITIL 2011) and the ITIL core volumes, the practice exams in this book are designed to help students adjust to the pace, subject matter, and difficulty of the real ITIL Foundation exam. Geared towards anyone preparing for the exam, all tests include clear solutions to help you understand the core concepts. If you plan on passing the ITIL Foundation exam, it's time to test your knowledge. It's time for ITIL Exam Prep - Questions, Answers, and Explanations. Now packed with Over 800+ ITIL Foundation sample questions to help you pass the exam on your FIRST try. In this book: 800+ detailed ITIL Foundation exam practice questions including 11 condensed ITIL Foundation mock exams that can be completed in one hour; 16 Targeted ITIL Knowledge Area tests, and detailed solution sets for all ITIL questions which include clear explanations and wording, ITIL Core Volume references, and reasoning based on the ITIL Core Volumes and ITIL Foundation syllabus (ITIL 2011). Reviewed, Licensed, and Endorsed by ITIL's Official Accreditation Body (APMG) This book has been formally reviewed via ITIL's accreditation body, and is officially licensed and endorsed on behalf of the UK Office of Government Commerce (OGC).

ITIL lifecycle suite

Author :
Publisher :
ISBN 13 : 9780113313051
Total Pages : pages
Book Rating : 4.3/5 (13 download)

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Book Synopsis ITIL lifecycle suite by :

Download or read book ITIL lifecycle suite written by and published by . This book was released on 2011 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: The ITIL 2011 Editions have been updated for clarity, consistency, correctness and completeness. ITIL is based upon a lifecycle approach and the core guidance consists of five publications: ITIL Service Strategy, ITIL Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual Service Improvement. Each of the five publications represents a stage in the ITIL service lifecycle. With each stage influencing and relying upon the others, the lifecycle moves cyclically from service strategy (where the business requirements are set) to the design, transition, operation and continual improvement of IT services. The lifecycle is driven by business needs and requirements and has a continual feedback system built into every stage to ensure that an organization's service management offering continues to provide measurable value to the business. The process-based framework of the service lifecycle can be adopted and adapted by organizations of all types and sizes.

Service Systems

Author : Jorge Cardoso
Publisher : Springer
ISBN 13 : 3319108131
Total Pages : 104 pages
Book Rating : 4.3/5 (191 download)

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Book Synopsis Service Systems by : Jorge Cardoso

Download or read book Service Systems written by Jorge Cardoso and published by Springer. This book was released on 2014-09-02 with total page 104 pages. Available in PDF, EPUB and Kindle. Book excerpt: This SpringerBrief explores the internal workings of service systems. The authors propose a lightweight semantic model for an effective representation to capture the essence of service systems. Key topics include modeling frameworks, service descriptions and linked data, creating service instances, tool support, and applications in enterprises. Previous books on service system modeling and various streams of scientific developments used an external perspective to describe how systems can be integrated. This brief introduces the concept of white-box service system modeling as an approach to model the internal aspects and elements of service systems. This approach provides descriptions that can be used for service management, optimization, and analytics. Service Systems: Concepts, Modeling, and Programming is designed for researchers, teachers, and advanced-level students who want to learn about the new emerging field of service science and IS/IT practitioners who are looking for better ways to describe, model, and communicate services.

Beyond Fintech

Author : Bernardo Nicoletti
Publisher : Springer Nature
ISBN 13 : 3030962172
Total Pages : 282 pages
Book Rating : 4.0/5 (39 download)

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Book Synopsis Beyond Fintech by : Bernardo Nicoletti

Download or read book Beyond Fintech written by Bernardo Nicoletti and published by Springer Nature. This book was released on 2022-04-11 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: Enterprise management theories about the so-called bionic organization currently face a significant funding gap. Bionic theories have been mainly applied to enterprise lifecycle because of the presence of similarities between economic organizations and organisms. The digital transformation has offered advancements in the bionics research field which enable us to discuss bionic organizations for the first time as business realities in which humans and machines, especially robotic process automation systems and artificial intelligence tools, cooperate in executing operations. This book determines how a bionic organization can be defined and what are its fundamental elements in the case of banking. Specifically, it investigates the two pillars of bionic enterprise which are technology and humans, as well as the core objectives and outcomes. In order to provide an exhaustive overview, the book proposes a new conceptualization of the business model of a bionic organization on the basis of the Business Model Canvas framework. Ultimately, the study of bionic organizations is aimed to discover also how they evolved in the post pandemic phase as a result of the disruptive events generated by the spread of the pandemic. The research on the book has been conducted through a qualitative and descriptive methodology with the intent to build further knowledge about the topic starting from the information available in literature. To provide actual evidence of the reality of bionic financial services, the book includes case studies. The organizations observed in the study have been selected since they present some of the key traits identified by the bionic enterprise theory. The book demonstrates that bionic enterprise theory can be further enriched with the conceptualization of a bionic business model in which the paradigm of collaboration between humans and machines is a recurring element.

ITIL Service Strategy

Author : Great Britain. Cabinet Office
Publisher : Stationery Office/Tso
ISBN 13 : 9780113313044
Total Pages : 483 pages
Book Rating : 4.3/5 (13 download)

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Book Synopsis ITIL Service Strategy by : Great Britain. Cabinet Office

Download or read book ITIL Service Strategy written by Great Britain. Cabinet Office and published by Stationery Office/Tso. This book was released on 2011 with total page 483 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume provides updated guidance on how to design, develop and implement service management both as an organisational capability and a strategic asset. It is a guide to a strategic review of ITIL-based service management capabilities, with the aim of improving their alignment with overall business needs. It is written primarily for senior managers who provide leadership and direction in the form of objectives, plans and policies. It is also benefits mangers at other levels, by explaining the logic of senior management decisions.

Implementing ISO/IEC 20000 Certification: The Roadmap

Author : Jan van Bon
Publisher : Van Haren
ISBN 13 : 908753082X
Total Pages : 214 pages
Book Rating : 4.0/5 (875 download)

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Book Synopsis Implementing ISO/IEC 20000 Certification: The Roadmap by : Jan van Bon

Download or read book Implementing ISO/IEC 20000 Certification: The Roadmap written by Jan van Bon and published by Van Haren. This book was released on 2008-03-03 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: ISO/IEC 20000 is the corporate standard for achieving quality within IT Service Management. As individuals achieve success in Service Management frameworks such as ITIL®, many organizations have identified the benefits of making the jump to full corporate accreditation. But, having made the decision to invest in this standard, what is the best way to implement adoption in an efficient and successful way? This thorough, practical guide has been put together by real experts with real experience of how ISO/IEC 20000 works in the workplace and in the real world. Part A of this title covers the step by step description of the ISO 20000 implementation process. Part B contains real case studies from organizations who have successfully achieved ISO/IEC accreditation. This Official itSMF guide is unique in that it not only describes the implementation process. It also suggests solutions to common problems and set-backs. An understanding of the many business pressures means that practical guidance on the business case, measuring success (or not), or the need for quick wins are all included in this book, making it an invaluable companion for all those working on an implementation project. A sister guide to the hugely successful Official itSMF ‘Introduction to ISO/IEC 20000’ book, readers will find that this book becomes a key asset in delivering a practical, down to earth implementation program. Foreword by John Stewart of OGC.