ITIL v.2 kodolu veido 2 sējumi: Service Support un Service Delivery. Šajos sējumos aprakstīti 10 ITIL pamata procesi un pakalpojumu dienesta (Service Desk) funkcija. |
posted Apr 6, 2011 8:06 AM by Juris Puce
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updated Apr 6, 2011 8:14 AM
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IT Service Management (ITSM) is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organisation. ITIL is fast becoming an international de facto standard, providing a comprehensive, consistent and coherent set of best practices for IT Service Management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. Service support is the first title to emerge from this process.
Service Support focuses on ensuring that the customer has access to appropriate services to support business functions. Issues covered include Service Desk, Incident Management, Problem Management, Configuration Management, Change Management and Release Management. It expands the necessary interactions between these and other core IT service management disciplines, and updates best practice to reflect recent changes in technology and business practices. |
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posted Apr 6, 2011 8:04 AM by Juris Puce
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updated Apr 7, 2011 5:23 AM
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Service Delivery was the second volume in the ITIL Infrastructure Library to be published. Service providers need to offer business users adequate support - Service Delivery covers all aspects that must be taken into consideration. Issues covered include Service Level Management, Financial Management for IT Services, IT Service Continuity Management, Contingency Planning, Availability Management and Capacity Management. Each component of service delivery is discussed separately within the book. The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes.
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posted Apr 6, 2011 7:57 AM by Juris Puce
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updated Apr 6, 2011 8:03 AM
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The goal of this book is to give the reader key issues to be considered when planning for the implementation of IT Service Management. The book explains the steps required to implement or improve IT service provision. The book provides guidance on alignment of the business needs to IT. It enables the reader to assess if IT service provision is meeting the requirements of the business. Where the business requirements are not being met it details the steps necessary to ensure the IT service provision does meet the current and future needs of the business. |
posted Apr 6, 2011 7:56 AM by Juris Puce
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updated Apr 6, 2011 7:57 AM
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This volume covers the
software development life cycle and provides details on business change with
the emphasis on requirement definitions and implementation. |
posted Apr 6, 2011 7:55 AM by Juris Puce
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updated Apr 6, 2011 8:00 AM
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This volume covers
network service management, management of local processors, operations
management, computer installation and acceptance and systems management. |
posted Apr 6, 2011 7:53 AM by Juris Puce
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updated Apr 6, 2011 7:54 AM
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The objectives of this Business Perspective book are to equip readers with the knowledge to:
o Enable IT personnel to:
o Understand how they contribute to business objectives
o Deliver and improve IT Services to underpin business objectives
o Assist the business in maximizing the exploitation of IT
o Understand the need for a complementary and integrated culture with the business
o Influence, innovate and enable change for business benefit
This book builds on the foundations provided by Service Support, Service Delivery, Application
Management, Planning to Implement Service Management, Security Management and ICT
Infrastructure Management. It shows how the best practices described in these publications
can be deployed with a business focus and extended and integrated into the business. This is essential, given that there is an absolute dependence of most business upon IT. |
posted Apr 6, 2011 7:51 AM by Juris Puce
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updated Apr 6, 2011 7:52 AM
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This volume considers
how to organize and maintain the management of security of the IT
infrastructure, from the IT manager's point of view. |
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