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ITIL For Dummies
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Peter Farenden Van Haren Publishing
ITIL For Dummies by Peter Farenden at Abbey's Bookshop,

ITIL For Dummies

Peter Farenden Van Haren Publishing


John Wiley & Sons Inc

Management of specific areas;
Computer certification


392 pages

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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

By:   Peter Farenden
Edited by:   Van Haren Publishing
Imprint:   John Wiley & Sons Inc
Country of Publication:   United States
Edition:   2011 Edition
Dimensions:   Height: 233mm,  Width: 188mm,  Spine: 21mm
Weight:   694g
ISBN:   9781119950134
ISBN 10:   1119950139
Pages:   392
Publication Date:   March 2012
Audience:   Professional and scholarly ,  Undergraduate
Format:   Paperback
Publisher's Status:   Active

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

Peter Farenden is an IT service management consultant trainer and an ITIL examiner, with over 30 years of experience spanning IT management, business analysis and project management. Peter has been specialising in service management training and consultancy for the last 10 years.

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