The ITIL® V3 Service Management Awareness Pocket Guide : The ITIL V3 Pocket Toolbook, a Quick Reference Guide to All the Processes and Activities for Improving Quality and Speed

This pocket toolbook hits the "sweet spot" as a quick reference guide for ITIL practitioners. Don't expect this to be an in-depth treatment. However, if you need a reference with enough meat to remind you of how/why/when/what a particular activity or process is and should be used and also a little of the service management foundations supporting ITIL, then you will find this to be a very valuable book to own. This book is a very nice middle ground between the often complex and verbose "learning textbooks" and the often times overly brief pocket guides. Highly recommended as one to keep handy when you're out there fighting those "quality and productivity" battles. This pocket guide will provide you with: [ Insight into the best practices for IT Service Management (ITSM). [ A Highlight of the ITIL V3 framework, the theory and the concepts. [ A Brief overview of each process and function. [ A Highlight of the importance of ITIL in IT Organizations to support business processes. An Outstanding Quick Reference Guide, this ITIL Service Management Awareness Pocket Guide is for those people who wish to gain a concise, fundamental understanding of the IT Infrastructure Library (ITIL). The ITIL V3 Service Management Awareness Pocket Guide ......Page 2 Table Of Contents......Page 4 Quick Overview......Page 7 ITIL Version 3......Page 8 Parties Involved......Page 9 ITIL Popularity......Page 10 Training & Certification......Page 11 Lifecycle Programs......Page 12 Managing Across the Lifecycle Programs......Page 13 Advanced Programs......Page 14 Extra Definitions for Adopting a Common Language......Page 15 Objective Tree: Illustrating Business and IT Alignment......Page 16 Process......Page 18 ITIL V3 Service Lifecycle......Page 21 Objectives......Page 23 Financial Management for IT Services......Page 24 Service Portfolio Management......Page 25 Demand Management......Page 27 Processes......Page 29 5 Major Aspects of Service Design......Page 30 Service Design Package......Page 31 Service Level Management......Page 33 Capacity Management......Page 36 Availability Management......Page 39 IT Service Continuity Management......Page 40 Information Security Management......Page 43 Supplier Management......Page 45 Service Catalogue Management......Page 48 Processes......Page 49 Knowledge Management......Page 50 Service Asset & Configuration Mgt......Page 53 Change Management......Page 55 Release & Deployment Management......Page 57 Functions & Processes......Page 59 Service Desk Function......Page 61 Technical Management Function......Page 63 IT Operations Management Function......Page 66 Applications Management Function......Page 67 Incident Management Process......Page 68 Request Fulfilment Process......Page 69 Problem Management Process......Page 70 Event Management Process......Page 71 Access Management Process......Page 72 Processes......Page 73 Service Measurement & Reporting......Page 74 7 Steps to Continual Service Improvement......Page 76 CSI & the Service Lifecycle in Action......Page 77 Illustrated quick reference guide to the ITIL® (Information Technology Infrastructure Library) V3 IT Service Management best practice framework, Service Lifecycle theories, concepts, processes & functions to support enterprise operational excellence.