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IT Service Management Processes And Activities, Role and Responsibility Handbook
Complete Handbook of IT service Management and ITIL V3 Roles and Responsibilities. How does your organization match IT roles to ITIL roles? Many of our clients asked us for help in ITIL v3 role and responsibility descriptions, here is the utterly excellent guide to roles and responsibilities in ITIL v3.
If you have ever worked in, been a partner or managed an IT organization, this book will not only answer a lot of your troubling questions, it will also explain matters that you did not know the questions to - just the obnoxious frustration of something that was not working.
It is with incredible ease, yet depth and understanding that this book ploughs through the important issues that concerns not only HR managers and CIOs, but anyone who wants to climb up the ladder.
| File | Pages | Language | Size | Book Code |
PDF |
166 |
English |
2.01 MB | E-Book-ITSM-Rol |
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IT Service Catalog Process Management Templates and Examples Workbook
The Service Catalog Process Management Templates and Examples Workbook provides a wide variety of resources to boost your understanding and ability to implement and manage Service Catalog Management in your organization.
This book covers Service Catalog fundamentals; the use of Service Catalogs as a core IT tool covering the services themselves, default capabilities, measures and primary means of access and provision. It then shows how this tool is pivotal in demonstrating the value IT provides to facilitate business operations.
| File | Pages | Language | Size | Book Code |
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PDF |
168 |
English |
919 KB | E-Book-ITSM-Cat |
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ServiceDesk Management Best Practice Handbook
This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement. The book starts with an initial strategy that is focused on planning help desk services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for a help desk. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a help desk implementation early in its life by offering too much before there is a stable help desk process in place. This book is realistic and lays the foundation for a success implementation. The section on the actual design of the help desk structure provides insights and information that can be applied to a large number of solutions. Since help desks will be organized in accordance with requirements and unique mission statements, this section of the book is like a catalog of patterns. It has excellent tips on how to best structure the help desk to meet requirements and mission. The information on accurately estimating staffing requirements is consistent with industry best practices and something that, believe it or not, is often overlooked when help desks are established.
File Pages Language Size Book Code
PDF585
English6.18 MB E-Book-ITSM-SerD
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Configuration Management Best Practice Handbook
This thorough book provides a clear roadmap to designing, implementing and operating Configuration Management. The author leaves no key process out and completely covers everything from initial concept to measuring effectiveness and process improvement. The book starts with an initial strategy that is focused on planning Configuration Management services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for a Configuration Management. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a Configuration Management implementation early in its life by offering too much before there is a stable Configuration Management process in place.
File Pages Language Size Book Code
PDF138
English2.18 MB E-Book-ITSM-Con
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Capacity Management Best Practices Handbook
This thorough book provides a clear roadmap to designing, implementing and operating Capacity Management. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.The book starts with an initial strategy that is focused on planning Capacity Management services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for Capacity Management. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a Capacity Management implementation early in its life by offering too much before there is a stable Capacity Management process in place. This book is realistic and lays the foundation for a successful implementation.
File Pages Language Size Book Code
PDF104
English881 KB E-Book-ITSM-Cap
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Availability Management Best Practice Handbook
This thorough book provides a clear roadmap to designing, implementing and operating Availability Management. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.The book starts with an initial strategy that is focused on planning Availability Management services that are completely aligned to requirements and are based on a mission statement.
This business-oriented approach is refreshing and will keep IT grounded in the real reasons for Availability Management. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a Availability Management implementation early in its life by offering too much before there is a stable Availability Management process in place.File Pages Language Size Book Code
PDF116
English907 KB E-Book-ITSM-Ava
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IT Services Portfolio Management Best Practice Handbook
This book is applicable to virtually all organizations--small, medium, and large--because virtually all rely on information technology to obtain business results. Required reading for IT management.
IT Portfolio Management presents the first detailed overview of an emerging, business-focused approach for managing all things IT. If you only buy and read one book on IT management this year, it should be this one. IT portfolio management ultimately presents the challenging idea of an overall, end to end value chain of IT investments, from initial idea inception through prioritization, delivery, management, optimization, and retirement.
This well written book has detailed best practices, and much specific guidance in the form of checklists, charts, tables, and more. Technical publishing usually produces detailed reference guides that are soon obsolete.File Pages Language Size Book Code
PDF142
English3.8 MB E-Book-ITSM-Por
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IT Services Level Management Best Practice Handbook
Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the service level agreements (SLAs).This book covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating Service Level Management. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.The book starts with an initial strategy that is focused on planning Service Level Management services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for Service Level Management. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a Service Level Management implementation early in its life by offering too much before there is a stable Service Level Management process in place.
File Pages Language Size Book Code
PDF221
English4.1 MB E-Book-ITSM-SerL
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Problem Management Best Practice Handbook
This thorough book provides a clear roadmap to designing, implementing and operating Problem Management. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.The book starts with an initial strategy that is focused on planning Problem Management services that are completely aligned to requirements and are based on a mission statement.
This business-oriented approach is refreshing and will keep IT grounded in the real reasons for Problem Management. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a Problem Management implementation early in its life by offering too much before there is a stable Problem Management process in place.File Pages Language Size Book Code
PDF114
English2.1 MB E-Book-ITSM-Pro -
Release and Deployment of Production Best Practices Handbook
This book is great for Build and release managers, software configuration managers, developers who need to understand the processes for which they are responsible for complying, production services personnel who receive applications into production after the release process is complete, SQA professionals and ITIL and project managers who also need to be aware of the release management process. ITIL Service Managers and Project managers will find the entire capture, versioning, build and release cycle description in the book useful for adding appropriate tasks and deliverables to project plans. If you follow the process cycle you will make sure that every milestone, task and deliverable in a development project is accounted for. It is also invaluable to production services staff who will be receiving applications into production.
File Pages Language Size Book Code
PDF108
English1.02 MB E-Book-ITSM-Rel -
Knowledge Management Best Practice WorkBook
Everything in this book is tried, true, and respected in the field. The author has synthesized and made accessible the best practices and theory from a variety of sources and experiences, laying out the path forward in a clear and direct style that makes this one of the key guides for successful knowledge initiatives. Complete, pragmatic approach and great supporting tools (document blueprints and templates).
The essence of the book is a phased and step by step approach for capturing and disseminating knowledge, and measuring the impact of your efforts in the form of ROI and other performance metrics. Covered are: Infrastructure evaluation, KM System Analysis, System Deployment and Infrastructural evaluation.File Pages Language Size Book Code
PDF94
English1.2 MB E-Book-ITSM-Kno -
Disaster Recovery and Business Continuity Services Workbook
Business continuity and disaster recovery are hot topics in IT these days and with good reason. The problem is, no one who actually works IN IT has time to deal with it. Enter this Workbook. This is a great book because it provides the big picture and the details in a really readable style. It starts out discussing the environment surrounding IT and the various kinds of disasters businesses face. Then, it takes the reader step-by-step through the process of planning for a disaster and how to recover the business in the event of a disaster.
This book is an ideal combination of the practice of business continuity - standards, best practices, global perspective - and, the process of business continuity - planning, development, implementation, and so forth. One feature you will especially like are the sections by specialists - the ready to use templates on Business justification, Emergency responses, Salvage plans, and many more.File Pages Language Size Book Code
PDF194
English2.4 MB E-Book-ITSM-Dis -
The Financial Management Toolkits
Financial Management for IT Services (ITSM) is an IT Service Management process area. It is an element of the Service Delivery section of the ITIL best practice framework. The aim of Financial Management for IT Services is to give accurate and cost effective stewardship of IT assets and resources used in providing IT Services. It is used to plan, control and recover costs expended in providing the IT Service negotiated and agreed to in the Service Level Agreement (SLA). "The Financial Management Toolkit" is an excellent text that covers the major topics of financial management: how to evaluate and interpret financial decisions, the tools a manager should use to forecast future earnings and manage growth, how to properly valuate investment opportunities, and so forth. Financial management is often considered to be the process that most actively links all the ITIL processes together. This process aims to improve and maintain IT Service quality providing a structured approach to managing and implementing the costing and charging of changes in the IT Infrastructure. The financial management Tool Kit provides a wide variety of resources to boost your understanding and ability to implement financial management in your organization.
File Pages Language Size Book Code
PDF122
English1.03 MB E-Book-ITSM-Fin -
ITIL 4 Essentials contains everything you need to know to pass the ITIL 4 Foundation Certificate, plus more. It covers practices and concepts that are not addressed as part of the Foundation syllabus, making it ideal for newly qualified practitioners.
The book offers practical tips - based on the author extensive experience - for applying service management in the real world, with symbols used throughout to highlight which content is related to the ITIL 4 Foundation syllabus and which is not. Ideal for self-study candidates and training participants, ITIL 4 Essentials will prove a helpful companion to their studies and a practical aid for their professional development. Project managers, contractors or consultants with limited study time will also find it essential to their part-time education.File Pages Language Size Book Code
PDF211
English2.1 MB E-Book-ITIL4-ESS -
ITIL is a widely adopted body of knowledge and best practices for successful IT Service Management that links with training and certification. ITIL 4 has evolved from the current version by re-shaping much of the established ITSM practices in the wider context of customer experience; value streams and digital transformation; as well as embracing new ways of working, such as Lean, Agile, and DevOps. ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services. "ITIL Foundation" is the first ITIL 4 publication and the latest evolution of the most widely-adopted guidance for ITSM. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice. The guidance provided in this publication can be adopted and adapted for all types of organizations and services.
File Pages Language Size Book Code
PDF260
English3.2 MB E-Book-ITIL4 -
ITIL 4 Direct, Plan and Improve
The ITIL 4: Direct, Plan and Improve book forms one publication of the higher-level guidance, following ITIL 4 Foundation:
- Ideal for professionals who are responsible for managing the direction and strategy of their IT team or organization
- Align tactical and strategic activity
- Improve the direction of organizational change
- Encourage a culture of continual improvement
- Ease leadership decision-making
- Helps you pass your Direct, Plan and Improve exam
- Reference guidance for day-to-day problems for IT Professionals.File Pages Language Size Book Code
PDF189
English9.4 MB E-Book-ITIL4-DPI
IT Manager must be responsible for all IT activities to support for business strategic objectives. The usual objectives are focus on: IT strategy, technology system; budget, investment, organization and staff motivation;
The necessary requirements for an IT manager or IT leaders are: Ability to develop strategies and leadership; customer relationship management; suppliers and employees; project management; solving business problems with MIS systems; ensure continuous operation and disaster recovery of IT system.