IT SERVICE MANAGEMENT SUPPORT FOR YOUR ITSM FOUNDATION EXAM

By Sansbury, J. Book description
Whether you're preparing for your service management foundation exam, or simply want to understand service management better, this new edition of our popular book covers the latest thinking and provides you with a comprehensive, practical introduction to IT service management.

Building on their collective, extensive service management experience, the authors of this book walk you through essential concepts including the service lifecycle, processes, functions and roles and illustrate these with real-life examples. With this book you'll quickly gain understanding of the basic principles, terminology and benefits of service management. -- 'This is absolutely a valuable source of information.' Erkan Karagulmez, SAP Consultant, CGI Belgium (review of previous edition) included.

Table of contents

Front Cover BCS, THE CHARTERED INSTITUTE FOR IT

Title Page

Copyright Page

Contents List of figures and tables Authors Abbreviations Glossary Useful websites Preface Introduction

• SECTION 1: OVERVIEW
  1. 1. WHAT IS SERVICE MANAGEMENT?
     1. Introduction
     2. ‘Best practice’ versus ‘good practice’
     3. The ITIL framework
     4. The ITIL core
     5. Complementary material
     6. Related material
     7. The ITIL service management model
     8. Key concepts
• SECTION 2: THE SERVICE LIFECYCLE
  1. 2. SERVICE STRATEGY
     1. Introduction
     2. Governance
     3. Risk
     4. Key processes
     5. IT service provider types
     6. The four Ps of strategy
     7. Service management as a strategic asset
     8. Developing strategy for specific services
     9. Service assets
     10. Value
     11. Automating service management processes
  2. 3. SERVICE DESIGN
     1. Introduction
     2. Why service design?
     3. The five major aspects of service design
     4. Objectives of service design
     5. The service design package
  3. 4. SERVICE TRANSITION
     1. Introduction
     2. Purpose and objectives
     3. Process objectives and value
     4. Challenges
     5. Roles
  4. 5. SERVICE OPERATION
     1. Introduction
     2. Purpose and objectives
     3. The value of service operation
     4. Key activities and functions
     5. Self-help
  5. 6. CONTINUAL SERVICE IMPROVEMENT
     1. Introduction
     2. Purpose and objectives
     3. Key principles
• SECTION 3: THE PROCESSES AND FUNCTIONS
  1. 7. BUSINESS RELATIONSHIP MANAGEMENT
     1. Introduction and scope
     2. Purpose and objectives
     3. General principles
     4. Key activities
     5. Relationships with other service management processes
     6. Metrics
     7. Roles
  2. 8. FINANCIAL MANAGEMENT FOR IT SERVICES
     1. Introduction and scope
     2. Purpose and objectives
     3. Activities and concepts
     4. Relationships with other service management processes
  3. 9. DEMAND MANAGEMENT
     1. Introduction and scope
     2. Purpose and objectives
     3. Understanding demand fluctuations
     4. Attempting to reduce peak demands
     5. Patterns of business activity
     6. User profiles
     7. The benefits of demand management
     8. Relationships with other service management processes
     9. Metrics
     10. Roles
  4. 10. SERVICE PORTFOLIO MANAGEMENT
     1. Introduction and scope
     2. Purpose and objectives
     3. Service portfolio components
     4. Key activities
     5. Renewing the portfolio
     6. Relationships with other service management processes
  5. 11. DESIGN COORDINATION
     1. Introduction and scope
     2. Purpose and objectives
     3. Basic concepts
     4. Activities
     5. Challenges
     6. Relationships with other service management processes
     7. Metrics
     8. Roles
  6. 12. SERVICE CATALOGUE MANAGEMENT
     1. Introduction and scope
     2. Purpose and objectives
     3. Key activities
     4. Relationships with other service management processes
     5. Roles
  7. 13. SERVICE LEVEL MANAGEMENT
     1. Introduction and scope
     2. Purpose and objectives
     3. Basic concepts
     4. Service level agreements
     5. Relationships with other service management processes
     6. Metrics
     7. Roles
  8. 14. SUPPLIER MANAGEMENT
     1. Introduction and scope
     2. Purpose and objectives
     3. General principles
     4. Categorising suppliers
     5. Key activities
     6. The supplier and contract management information system (SCMIS)
     7. Relationships with other service management processes
     8. Roles
  9. 15. CAPACITY MANAGEMENT
     1. Introduction and scope
     2. Purpose and objectives
     3. The capacity plan
     4. The three sub-processes of capacity management
     5. Relationships with other service management processes
     6. Metrics
     7. Roles
  10. 16. AVAILABILITY MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Vital business functions
      4. How component availability affects service availability
      5. Proactive availability management techniques
      6. Reactive availability management
      7. Relationships with other service management processes
      8. Metrics
      9. Roles
      10. Key performance indicators
  11. 17. IT SERVICE CONTINUITY MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management processes
      5. Metrics
      6. Roles
  12. 18. SECURITY MANAGEMENT AND ACCESS MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. The information security policy
      4. The information security management system
      5. Access management
      6. Facilities management – the control of physical access
      7. Relationships with other service management processes
      8. Metrics
      9. Roles
  13. 19. TRANSITION PLANNING AND SUPPORT
      1. Introduction and scope
      2. Purpose, objectives and value
      3. Key activities
      4. Relationships with other service management processes
      5. Metrics
  14. 20. KNOWLEDGE MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Activities, methods and techniques
      5. Challenges
      6. Relationships with other service management processes
      7. Metrics
      8. Roles
  15. 21. SERVICE ASSET AND CONFIGURATION MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Configuration baseline
      5. Activities
      6. Challenges
      7. Relationships with other service management processes
      8. Metrics
      9. Roles
  16. 22. CHANGE MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Activities
      5. Change proposals
      6. Challenges
      7. Testing
      8. Relationships with other service management processes
      9. Metrics
      10. Roles
  17. 23. RELEASE AND DEPLOYMENT MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Activities, methods and techniques
      5. Challenges
      6. Relationships with other service management processes
      7. Metrics
      8. Roles
  18. 24. THE SERVICE DESK
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Key activities
      5. Relationships with service management processes
      6. Metrics
      7. Roles
      8. Challenges
  19. 25. REQUEST FULFILMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Request models
      5. Relationships with other service management processes
  20. 26. INCIDENT MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Key activities
      5. Relationships with other service management processes
      6. Metrics
      7. Roles
      8. Challenges
  21. 27. PROBLEM MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Basic concepts
      4. Key activities
      5. Proactive problem management
      6. Relationships with other service management processes
      7. Metrics
      8. Roles
      9. Challenges
  22. 28. IT OPERATIONS MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management functions
  23. 29. EVENT MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management processes
  24. 30. APPLICATION MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Relationship between application management and application development
      4. Key activities
      5. Relationships with other service management functions
  25. 31. TECHNICAL MANAGEMENT
      1. Introduction and scope
      2. Purpose and objectives
      3. Key activities
      4. Relationships with other service management functions
  26. 32. THE SEVEN-STEP IMPROVEMENT PROCESS
      1. Introduction and scope
      2. Purpose and objectives
      3. Activities, methods and techniques
      4. Roles
• SECTION 4: MEASUREMENT, METRICS AND THE DEMING CYCLE
  1. 33. MEASUREMENT AND METRICS
     1. Introduction
     2. Key performance indicators and metrics
     3. Using metrics and KPIs to improve performance
     4. Metrics in reports
  2. 34. THE DEMING CYCLE
     1. Introduction
     2. Purpose and objectives
     3. Key activities
     4. Relationships with other service management processes
• APPENDIX
  1. Introduction
  2. Exam techniques
• Index
• Back Cover