Practical IT Service Management - A Concise Guide for Busy Executives, Second Edition

IT service management—not just for the IT director

IT is integral to modern organizations, and the way you manage it can make or break your business. It is now not enough just for the IT manager to understand the latest technical developments. For your company to succeed, everyone in the IT department must also understand their role in achieving overall business goals.

Your IT service management questions answered

Written in a friendly question-and-answer format, Practical IT Service Management explains how to set up a technical service management structure, using the best practice framework established by the latest version of the IT Infrastructure Library (ITIL 2011).

ITIL framework for structured ITSM

The book explains how to use the popular ITIL framework and shows technical support staff how to provide the efficient IT services that are vital to your company’s success. Learn how ITIL can help you to:

• Protect your company’s reputation
  If your system goes down for any length of time, you might not be able to process an order or honor a contract. ITSM helps your business meet customer deadlines and expectations.
• Safeguard vital information and recover from IT setbacks
  Without adequate IT service management, you could risk losing vital information, like payroll, billing, and sales data.
• Retain momentum
  With structured IT service management in place, routine maintenance issues can be quickly resolved, minimizing delays and improving productivity.

Contents

Introduction

1. Introduction to IT Service Management
2. Overview of ITIL 2011
3. The ITIL Lifecycle
4. Service Desk Function
5. Incident Management
6. Problem Management
7. Change Management
8. Release and Deployment Management
9. Service Asset and Configuration
10. Service Level Management
11. Service Catalogue Management
12. Capacity Management
13. Demand Management
14. Availability Management
15. Information Security Management
16. Access Management
17. IT Service Continuity Management
18. Financial Management for IT Services
19. Supplier Management
20. IT Operations Management Function
21. General Tips and Advice for IT Service Management

Appendix

1. Sample SLA Between IT Services and Rocksolid Business Managers
2. Sample OLA between IT Department and the Electrical Department
3. Sample UC between RockSolid IT Services and ABC Computer Corp
4. A Simple IT Service Management Flow with Interactions among Different Processes
5. The ITIL Glossary
6. ITSM Books and other Resources