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The Itsm Process Design Guide


Author : Donna Knapp
language : en
Publisher: J. Ross Publishing
Release Date : 2010-08-15



Download The Itsm Process Design Guide written by Donna Knapp and has been published by J. Ross Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-08-15 with Business & Economics categories.


The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.

A Guide To Service Desk Concepts


Author : Donna Knapp
language : en
Publisher: Cengage Learning
Release Date : 2009-03-24



Download A Guide To Service Desk Concepts written by Donna Knapp and has been published by Cengage Learning this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-03-24 with Computers categories.


A Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical service desk, and the processes and technologies commonly used to ensure the service desk is operating efficiently and effectively. In this edition, the author also includes references to ITIL V3 best practices, leading quality and IT service management frameworks and standards, up-to-date research, trends, case studies and resources, and the latest information regarding the role of outsourcing and certification in the service desk. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Metrics For Service Management


Author : Peter Brooks
language : en
Publisher: Van Haren
Release Date : 2012-03-03



Download Metrics For Service Management written by Peter Brooks and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-03-03 with Education categories.


This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.

A Guide To Customer Service Skills For The Service Desk Professional


Author : Donna Knapp
language : en
Publisher: Cengage Learning
Release Date : 2010-03-15



Download A Guide To Customer Service Skills For The Service Desk Professional written by Donna Knapp and has been published by Cengage Learning this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-03-15 with Computers categories.


The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

The Itil Process Manual


Author : James Persse
language : en
Publisher: Van Haren
Release Date : 2012-07-11



Download The Itil Process Manual written by James Persse and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-07-11 with Education categories.


This practical guide is a great solution to address the key problem how to implement ITIL and ISO 20000 when initial training has been completed. It supports the basic approaches to the fundamental processes – small to medium sized companies will find the concise, practical guidance easy to follow and implement. It avoids the complex, enterprise-wide issues which are not required for many organisations. Each chapter has the following structure: Improvement activities Process inputs and outputs Related processes Tools and techniques Key Performance Indicators Critical Success Factors Process Improvement roles Benefits of effective Process Implementation challenges and considerations Typical assets and artefacts of an Improvement program

Ten Steps To Itsm Success


Author : Angelo Esposito
language : en
Publisher: IT Governance Publishing
Release Date : 2013-02-07



Download Ten Steps To Itsm Success written by Angelo Esposito and has been published by IT Governance Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-02-07 with COMPUTERS categories.


Guides the reader through an ITSM transformation journey based on the authors’ real-world experiences, in a ten-step approach.

Itil Foundation Exam Study Guide


Author : Liz Gallacher
language : en
Publisher: John Wiley & Sons
Release Date : 2012-08-15



Download Itil Foundation Exam Study Guide written by Liz Gallacher and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-08-15 with Computers categories.


Everything you need to prepare for the ITIL exam – Accredited to 2011 syllabus The ITIL (Information Technology Infrastructure Library) exam is the ultimate certification for IT service management. This essential resource is a complete guide to preparing for the ITIL Foundation exam and includes everything you need for success. Organized around the ITIL Foundation (2011) syllabus, the study guide addresses the ITIL Service Lifecycles, the ITIL processes, roles, and functions, and also thoroughly explains how the Service Lifecycle provides effective and efficient IT services. Offers an introduction to IT service management and ITIL V3 service strategy Highlights the topics of service design and development and the service management processes Reviews the building, testing, authorizing, documenting, and implementation of new and changed services into operation Addresses creating and maintaining value for customers through monitoring and improving services, processes, and technology Download valuable study tools including practice exams, flashcards, a glossary of key terms and more. If you prefer self-study over the more expensive training course, but you don't want to skimp on information or preparation, then this study guide is for you.