The It Service Management Process Manual
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The Itil Process Manual
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Author : James Persse
language : en
Publisher: Van Haren
Release Date : 2016-01-01
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 2016-01-01 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 processesTools and techniques Key Performance Indicators Critical Success FactorsProcess Improvement roles Benefits of effective Process Implementation challenges and considerationsTypical assets and artefacts of an Improvement program
Servicing Itsm
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Author : Randy A. Steinberg
language : en
Publisher: Trafford Publishing
Release Date : 2013-12
Servicing Itsm written by Randy A. Steinberg and has been published by Trafford Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-12 with Computers categories.
What services does the IT organization really deliver? Rather than discuss the theory around what a service catalog or service portfolio is, this book gives you the actual IT service descriptions for running, operating, and managing an entire IT infrastructure. It's all here--complete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes, and much more all packed into this one handbook! Just about every IT support service is described in this book. Take the service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfolios. "Many books talk about how to build a service catalog--this book is a service catalog!" "We really struggled to identify and pull our IT services together until we saw this material--it saved us months!" "With this material, we can finally tell the business what IT actually delivers to them!" "A valuable reference resource for ITSM practitioners, service managers, CIOs, procurement managers, and anyone else sourcing the services needed to run an entire IT infrastructure operation!" "One can put together an entire IT service management operation just from the service descriptions in this book!"
A Practical Guide To Service Management
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Author : Keith D. Sutherland
language : en
Publisher: Packt Publishing Ltd
Release Date : 2023-10-13
A Practical Guide To Service Management written by Keith D. Sutherland and has been published by Packt Publishing Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-10-13 with Computers categories.
Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.
The Service Desk Handbook A Guide To Service Desk Implementation Management And Support
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Author : Sanjay Nair
language : en
Publisher: IT Governance Ltd
Release Date : 2020-09-15
The Service Desk Handbook A Guide To Service Desk Implementation Management And Support written by Sanjay Nair and has been published by IT Governance Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-09-15 with Computers categories.
The Service Desk Handbook - A guide to service desk implementation, management and support provides operational guidance for implementing, managing and supporting service desks in the enterprise. It will help service desk teams in adopting ITIL® to accomplish their tasks while making the necessary adaptations as per their organisation’s needs.
The It Service Management Processes And Activities Roles And Responsibilities Job Description Handbook
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Author : Gerard Blokdijk
language : en
Publisher: Emereo Pty Limited
Release Date : 2008-08
The It Service Management Processes And Activities Roles And Responsibilities Job Description Handbook written by Gerard Blokdijk and has been published by Emereo Pty Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-08 with Business & Economics categories.
Complete Handbook of IT service Management and ITIL V3 Roles and Responsibilities. How does your organization match IT roles to ITIL roles? Many of our clients asked us for help in ITIL v3 role and responsibility descriptions, here is the utterly excellent guide to roles and responsibilities in ITIL v3. If you have ever worked in, been a partner or managed an IT organization, this book will not only answer a lot of your troubling questions, it will also explain matters that you did not know the questions to - just the obnoxious frustration of something that was not working. It is with incredible ease, yet depth and understanding that this book ploughs through the important issues that concerns not only HR managers and CIOs, but anyone who wants to climb up the ladder. It explains how you got to balance your IT staff (process managers and specialists) and why it is so vitally important to mix people on the right combination of processes and projects (brains, grey hair and procedure projects) as this builds up the organization's human capital, and provides the means and profitability to continue to align with business objectives and grow. This book is not filled with theoritical babble but practical and useful information, knowledge and experience! The book is divided into six parts: CSI, Service Design, Service Operation, Service Strategy, Service Transition and ISO/IEC 20000. All in all it comprises of 52 documents.
Managing The It Services Process
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Author : Noel Bruton
language : en
Publisher: Routledge
Release Date : 2012-11-12
Managing The It Services Process written by Noel Bruton and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-11-12 with Business & Economics categories.
Managing the IT Service Process is the first book of its kind to recognize the truth of IT Service delivery. It takes the overall view of the service management process and links together the elements of service level management, systems availability, costs and benchmarking, and the helpdesk. In the last 5 years there has been a major structural shift in the IT industry with the traditional position of Helpdesk Manager being replaced by a new function of IT Services Manager. The industry is now concentrating on the formulation of an end-to-end service process that replaces the previous norm of several disparate and non-integrated sections in an IT department such as the helpdesk, applications maintenance, operations, development procurement and systems management. Managers are focusing on a totality of management so they can correlate costs and processes and offer their customers an integrated service. Managing the IT Services Process is an instructional manual written by an acknowledged industry expert and includes techniques, charts, methods, case studies and anecdotes to support the text. The author encourages the reader to formulate an end-to-end IT service process by using a step by step approach. The text describes and encourages integration in IT and therefore will be useful for managers involved in the unified process.
Support Center Complete Handbook How To Analyze Assess Manage And Deliver Customer Business Needs And Exceed Customer Expectations With Help Desk Support Center And Service Desk
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Author : Ivanka Menken
language : en
Publisher:
Release Date : 2009
Support Center Complete Handbook How To Analyze Assess Manage And Deliver Customer Business Needs And Exceed Customer Expectations With Help Desk Support Center And Service Desk written by Ivanka Menken and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
The Art of Service is the leader in publications, certification and training for IT Service Management help desk, support center, and service desk professionals. Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction. This Support Center Analyst book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL processes. "Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement." This book delivers everything for Support staff who want to develop a knowledge and understanding of help desk and support center operations: * How to assess customer business needs and exceed customer expectations * Critical processes and procedures to resolve incidents quickly and consistently * Numerous Support Center Blueprints, templates and checklists * Processes and procedures for Incident, Problem and Service Level Management * Ways to create win-win interactions with customers, management, and team members * An awareness of ITIL processes Table of Contents: Introduction, What Is Itil?, Reasons For Implementation, Implementing Itil, Implementation Of Service Strategy, Implementing Service Design, Implementing Service Transition, Implementing Service Operation, Implementation Of Csi, Case Studies, The It Service Management Itil V3 Benchmark Checklist, Service Strategy - The Practice Of Service Management, Service Design - Service Management As A Practice, Service Transition - Service Management As A Practice, Service Operation - Service Management As A Practice, Continual Service Improvement- Service Management As A Practice, Conclusion, Customer Service, Instant Feedback, Setting The Right Kpis, Customer Service - An Imperative, Golden Rule #1: Put The Customer First, Golden Rule #2: Stay Close To Your Customers, Golden Rule #3: Pay Attention To The Little Details, Conclusion, Five Rules Of Customer Care, Choosing The Right Customer Service Representatives, Significant Points, Nature Of The Work, Work Environment., Training, Other Qualifications, And Advancement, Education And Training., Other Qualifications., Advancement., Employment, Job Outlook, Employment Change., Job Prospects., Projections Data, Earnings, Related Occupations, Differentiating Your Organization Through Customer Focus, The Customer Focus Model, The Customer Focus Approach, Conclusion, Hiring The Best Customer Service Representatives, The Interview And Selection Process, Sample Customer Service Focused Interview Questions, Interviewing, Tips On Interviewing, Checking References, Recording A Profile Of Impressions, Recruiting, Assessing Your Recruitment And Selection Practices, Appendix Sample Customer Service Plan, Acme Customer Service Plan, Background, Executive Order, Principles, Approach/scope, Our Customers, Standards, Process Attributes, Quality Attributes, Organization-wide Standards, Future Efforts, Incident Management Introduction Roadmap, Incident Management Presentation, Supporting Documents, Business Justification Document, Objectives And Goals, Policies Objectives And Goals, Incident Category Definition, Communication Plan, Incident Management Process Flow, Reports Kpi's And Metrics, Incident Ticket Template, Incident Management Process, Implementation And Project Plan, Introduction, Introduction To Service Desk, Introduction To Incident Management...AND MUCH MORE
Itil V3 Planning To Implement Service Management
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Author : Colin Rudd
language : en
Publisher: The Stationery Office
Release Date : 2010
Itil V3 Planning To Implement Service Management written by Colin Rudd and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Computer networks categories.
This handbook provides advice and guidance to organisations considering implementing service management. It features a six-step process to planning service management implementation; relationships, roles, organisation & structure and enablers and blockers to successful service management.
Itsm Process Assessment Supporting Itil Tipa
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Author : Beatrix Barafort
language : en
Publisher: Van Haren
Release Date : 2009-12-12
Itsm Process Assessment Supporting Itil Tipa written by Beatrix Barafort and has been published by Van Haren this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-12-12 with Education categories.
The key to any successful IT Service Management solution are strong, clear processes that are fit for purpose. The continual cycle of service improvements must therefore look at the existing processes and assess how effective they are within changing business requirements. This innovative title not only looks at this fundamental process assessment, it does it using the key ISO/IEC standard in this area. In brief, this title explains the meeting between two standards: ITIL: the de facto standard in IT Service Management. ISO/IEC 15504 Information technology - Process assessment Readers can therefore be confident of a strong, well-thought out and solid approach which will help identify: The concepts of process assessment and process maturity How to plan and perform a process assessment How to use the approach How to launch an improvement process starting with an assessment project Because it focuses on 10 key processes the TIPA framework can be applied with equal success to ITILv2, ITIL v3 or to the ISO/IEC 20000. This manual will also convey valuable information for understanding the roles and differences between: process assessment, traditional conformity assessment, audit and self-assessment suite. Finally, it is illustrated with real-life case studies, which highlight what should be done and what should be avoided. The reader will thus learn process assessment based on genuine experiences.
It Service Management
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Author : Ernest Brewster
language : en
Publisher: BCS, The Chartered Institute
Release Date : 2010-02-24
It Service Management written by Ernest Brewster and has been published by BCS, The Chartered Institute this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-02-24 with Business & Economics categories.
ITIL(R) is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. This guide introduces ITIL both to Foundation Exam candidates and to people who require a practical understanding of IT sevice management. An ITIL(R) Licensed Product.