Implementing ITIL Change and Release Management

Author: Larry Klosterboer

Publisher: Pearson Education

ISBN: 0137001339

Category: Business & Economics

Page: 240

View: 6053

The Business-Focused, Best-Practice Guide to Succeeding with ITIL Change and Release Management ITIL® (Information Technology Infrastructure Library®) can help organizations streamline and integrate their operations, dramatically improving efficiency and delivering greater business value. For the first time, there's a comprehensive best-practice guide to succeeding with two of the most crucial and challenging parts of ITIL: change and release management. Leading IBM® ITIL expert and author Larry Klosterboer shares solid expertise gained from real implementations across multiple industries. He helps you decide where to invest, avoid ITIL pitfalls, and build successful, long-term processes that deliver real return on investment. You’ll find detailed guidance on each process, integrated into a comprehensive roadmap for planning, implementation, and operation–a roadmap available nowhere else. Klosterboer offers in-depth coverage of the crucial issues every implementer will face, including make-or-break challenges most consultants can’t or won’t talk about. For example, he demonstrates how to set a reasonable project scope, migrate data, execute successful pilot programs, and continually improve quality once ITIL practices are in place. This book’s practical insights will be invaluable to every IT executive, professional, and user who wants to bring their current change and release practices in line with ITIL–and transform them from a source of frustration into a source of value. Coverage includes Discovering and managing your change and release management requirements Identifying the resources you’ll need to succeed Building comprehensive schedules for executing change/release management projects Moving from planning to real-world implementation Choosing the right tools–or modifying the tools you’ve already invested in Using change/release management to facilitate auditing and ensure compliance Leveraging the full business benefits of mature change/release management processes Covers ITIL version 3
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An analysis of the success factors in implementing an ITIL-based IT Change and Release Management Application: Based on the IBM Change and Configuration Management Database (CCMDB)

Author: Jane Jurkscheit

Publisher: Anchor Academic Publishing (aap_verlag)

ISBN: 3954895722

Category: Computers

Page: 68

View: 8365

In the past few years, the majority of IT managers followed a strategy to introduce an IT change and release management application in order to ensure the quality of the IT environment for the future. The present book investigates if the implementations of the given success factors are leading to a successful implementation of a workflow-based IT change, and release management application. Moreover, further success factors will be introduced and discussed. First, the author discusses the HR change management in relation with the eight step model of Kotter, and the outcome of its critical success factors in business. Secondly, the effectiveness of the ITIL® reference model is explored in a research study. The ITIL® reference model defines critical success factors for a successful IT change and release management implementation. The book uses for its purpose the ITIL® reference model, the process issues publications of the official ITIL® source and the literature of Laudon & Laudon. In addition, other important researchers are taken into account. The findings are integrated into the questionnaire and the interviews, and further, they are used for an initial assessment.
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ITIL Capacity Management

Author: Larry Klosterboer

Publisher: Pearson Education

ISBN: 0132480026

Category: Business & Economics

Page: 264

View: 7942

The Business-Focused, Best-Practice Guide to Succeeding with ITIL Capacity Management Using ITIL® capacity management processes, IT organizations can eliminate waste and overbuying, reduce both equipment and staffing costs, drive more value from existing investments, and consistently provide the right resources to meet the needs of the business. Now, in this comprehensive, best-practice guide, leading ITIL expert Larry Klosterboer systematically explains how to manage capacity using the ITIL framework and techniques. Drawing on his extensive ITIL experience, Klosterboer covers all facets of ITIL-based capacity management, and offers proven solutions to the challenges IT organizations encounter in implementation. He presents expert guidance on accurately projecting demand and growth, planning and staffing, tool selection, process implementation, and much more. This book’s practical insights will be invaluable to every IT leader who wants to leverage ITIL’s best practices for capacity management, and for every business and technical manager who wants IT to deliver greater value, efficiency, and effectiveness. Coverage includes Making the business case for capacity management Establishing specific goals for capacity management Mastering ITIL capacity management terminology Predicting capacity in dynamic, fast-changing organizations Implementing systems that help you anticipate trends Defining capacity plans, staffing capacity management teams, and implementing ongoing processes Linking capacity with performance management and with other ITIL processes Selecting the right capacity management tools for your environment Integrating capacity issues into your IT project management discipline Using “business capacity planning” to help the entire business become more agile
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ITIL Practitioner Release and Control (IPRC) Certification Work book; CMDB and IT Service Management with Change Management, Release Management and Configuration Management

Author: Gerard Blokdijk

Publisher: Lulu.com

ISBN: 0980497132

Category: Computers

Page: 236

View: 4758

Fully revised for the latest exam release, this authoritative volume offers thorough coverage of all the material on the IPRC exam. Written by a renowned IT Service Management expert and ITIL Manager, this guide features complete details on all exam domains. Inside, you'll find learning objectives at the beginning of each chapter, exam tips, practice questions, and in-depth explanations. IPRC All-in-One Exam Guide, will not only help you pass the test, but also be your essential on-the-job reference. IT Service Management Practitioner: CMDB, Release & Control IT Service Management Practitioner: Release & Control (based on ITIL®) covers the essential planning, monitoring and optimizing skills required to qualify as a professional who specializes in the Release and Control processes. It covers CMDB, the Change Management, Release Management and Configuration Management processes. IT Service Management Practitioner: Release & Control (based on ITIL®) is aimed at professionals who will participate in managing, organizing and optimizing processes in an IT service organization which has implemented, or started to implement, ITIL®-based Release and Control processes. This comprehensive resource is a "must read" for those aspiring to be IPRC certified.
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Release Management Best Practice Handbook: Building, Running and Managing Effective Software Release Management and Support - Ready to use supporting documents bringing ITIL Theory into Practice

Building, Running and Managing Effective Software Release Management and Support - Ready to Use Supporting Documents Bringing ITIL Theory Into Practice

Author: Gerard Blokdijk

Publisher: Lulu.com

ISBN: 1921523840

Category: Business & Economics

Page: 103

View: 2601

Release Management is the relatively new but rapidly growing discipline within software engineering of managing software releases. As software systems, software development processes, and resources become more distributed, they invariably become more specialized and complex. Furthermore, software products (especially web applications) are typically in an ongoing cycle of development, testing, and release. Add to this an evolution and growing complexity of the platforms on which these systems run, and it becomes clear there are a lot of moving pieces that must fit together seamlessly to guarantee the success and long-term value of a product or project. This book covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating Release Management. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement. The book starts with an initial strategy that is focused on planning Release Management services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for Release Management. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a Release Management implementation early in its life by offering too much before there is a stable Release Management process in place. This book is realistic and lays the foundation for a successful implementation. The section on the actual design of the Release Management structureprovides insights and information that can be applied to a large number of solutions. Since Release Management will be organized in accordance with requirements and unique mission statements, this section of the book is like a catalog of patterns. It has excellent tips on how to best structure Release Management to meet requirements and mission. The information on accurately estimating staffing requirements is consistent with industry best practices and something that, believe it or not, is often overlooked when Release Management is established. This book gets into the meat by thoroughly covering the processes that are essential to running Release Management. There are many topics that stand out as both unique [to books of this genre] and reflect best practices by the best-run Release Management initiatives. Examples are change control, disaster recovery and vendor management. These topics show that the author not only considers business alignment, but also cross-functional alignment within IT. Professional resources and underlying technology are provided in detail. This book contains an in-depth coverage of operational requirements for Release Management once it has been implemented. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations. It even has a chapter on marketing, which is something that is important but not often done by most Release Management initiatives. This proactive approach to keeping users (your customers) informed of new services, accomplishments and tips is excellent and will go a long way towards attaining high customer satisfaction scores - not to mention proving thevalue of the Release Management to IT and business management. You will find this book to be one of the best for planning and implementing world-class Release Management.
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Implementing ITIL Configuration Management

Author: Larry Klosterboer

Publisher: Pearson Education

ISBN: 0132704315

Category: Computers

Page: 264

View: 7390

Practical, Real-World ITIL Configuration Management—From Start to Finish The IT Infrastructure Library® (ITIL) places the “best practices” in IT operations at your command. ITIL helps you make better technology choices, manages IT more effectively, and drives greater business value from all your IT investments. The core of ITIL is configuration management: the discipline of identifying, tracking, and controlling your IT environment’s diverse components to gain accurate and timely information for better decision-making. Now, there’s a practical, start-to-finish guide to ITIL configuration management for every IT leader, manager, and practitioner. ITIL-certified architect and solutions provider Larry Klosterboer helps you establish a clear roadmap for success, customize standard processes to your unique needs, and avoid the pitfalls that stand in your way. You’ll learn how to plan your implementation, deploy tools and processes, administer ongoing configuration management tasks, refine ITIL information, and leverage it for competitive advantage. Throughout, Klosterboer demystifies ITIL’s jargon, illuminates each technique with real-world advice and examples, and helps you focus on the specific techniques that offer maximum business value in your environment. Coverage includes Assessing your current configuration management maturity and setting goals for improvement Gathering and managing requirements to align ITIL with organizational needs Describing the schema of your configuration management database (CMDB) Identifying, capturing, and organizing configuration data Choosing the best tools for your requirements Integrating data and processes to create a unified logical CMDB and configuration management service Implementing pilot projects to demonstrate the value of configuration management and to test your planning Moving from a pilot to wide-scale enterprise deployment Defining roles for deployment and ongoing staffing Leveraging configuration management information: Reporting and beyond Measuring and improving CMDB data accuracy Covers ITIL version 3. Preface xvii Acknowledgments xxi About the Author xxiii Chapter 1: Overview of Configuration Management 1 Part I: Planning for Configuration Management 17 Chapter 2: Gathering and Analyzing Requirements 19 Chapter 3: Determining Scope, Span, and Granularity 37 Chapter 4: Customizing the Configuration Management Process 55 Chapter 5: Planning for Data Population 67 Chapter 6: Putting Together a Useful Project Plan 85 Part II: Implementing Configuration Management 97 Chapter 7: Choosing the Right Tools 99 Chapter 8: Implementing the Process 117 Chapter 9: Populating the Configuration Management Database 127 Chapter 10: Choosing and Running a Pilot Program 137 Chapter 11: Communication and Enterprise Roll Out 149 Part III: Running an Effective Configuration Management System 161 Chapter 12: Building a Configuration Management Team 163 Chapter 13: The Many Uses for Configuration Information 179 Chapter 14: Measuring and Improving CMDB Accuracy 193 Chapter 15: Improving the Business Value of Configuration Management 207 Index 217
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ITIL® 2011 Edition - Das Taschenbuch

Author: Jan van Bon a.o.

Publisher: Van Haren

ISBN: 9087537050

Category: Education

Page: 218

View: 5879

Note: This pocket book is available in several languages: English, German, Dutch. Die ITIL® Taschenbücher von Van Haren Publishing besitzen einen Qualitätsstandard, dienen als klassischer Leitfaden zum Thema ITIL® und sind in vielen Sprachen erhältlich. Im Laufe der Jahre haben sich die Van Haren Handbücher ihren Platz in den Regalen und in den Aktenkoffer von Branchenexperten, wie sie bei der Implementierung von Best Practices innerhalb ihrer Organisationen benötigt werden, verdient. Dieses Taschenbuch bietet eine kurze Zusammenfassung der aktuellen ITIL® Version 2011. Der vollständige Inhalt - ca. 2.000 Seiten - des ITIL®-Framework konzentriert sich auf 200 Seiten im Taschenbuchformat! Das bedeutet, dass der Einsatz dieses kostengünstigen Taschenbuchs eine wesentliche Zeitersparnis für unsere tägliche Arbeit im Bereich Service Management nach ITIL® leistet. In erster Linie ist das Taschenbuch ein umfassendes Nachschlagewerk, bezogen auf das Thema ITIL® im praktischen Format für alle Profis in der Service Management-Community. Es gibt schnell Antwort, beispielsweise auf die Fragen: Was ist der “Lebenszyklus”-Ansatz? Was sind die Schlüssel-Service Management-Prozesse und -Funktionen? Zweitens kann das ITIL® Taschenbuch als Teil der verwendeten Schulungsmaterialien, für alle die eine ITIL® Foundation Zertifizierung anstreben, eingesetzt werden. Die Inhalte des Taschenbuchs decken die APMG Spezifikationen des ITIL® Foundation Lehrplans / Syllabus ab.
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IT Release Management

A Hands-on Guide

Author: Dave Howard

Publisher: CRC Press

ISBN: 1439884102

Category: Business & Economics

Page: 344

View: 981

When implemented correctly, release management can help ensure that quality is integrated throughout the development, implementation, and delivery of services, applications, and infrastructure. This holistic, total cost of ownership approach allows for higher levels of system availability, is more cost effective to maintain, and increases overall stability, maintainability, and reliability. Filled with practical insights, IT Release Management: A Hands-on Guide clearly illustrates the effective implementation of a release process in the real world. It examines the similarities and differences of release management and project management to clear up any confusion there might be about the two complementary processes. Shedding light on the day-to-day challenges that need to be overcome to ensure success, it details the how-to’s of effective implementation—including what to implement, how to do it, and when to do it. This complete resource includes a detailed model for executing a release management process, as well as numerous templates, diagrams, and role and responsibility charts to help kick start implementation efforts in your organization. Addressing the all-important cultural aspects, it explains how to sell the benefits of release management to all levels of your organization, how to overcome objections, and how to determine organizational readiness. Emphasizing the need to measure performance, it explains how to develop effective performance metrics and supplies many helpful examples of effective productivity measures. When it comes to implementation, what works in one organization doesn’t necessarily work in another. This accessible guide provides you with the tools to build on your practical knowledge and effectively implement a release management practice custom tailored to your organization.
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IT Service Management - Global Best Practices

Author: Editorial Board

Publisher: Van Haren

ISBN: 9087531982

Category: Education

Page: 662

View: 9781

A very practical publication that contains the knowledge of a large number of experts from all over the world. Being independent from specific frameworks, and selected by a large board of experts, the contributions offer the best practical guidance on the daily issues of the IT manager.
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ASL® – Ein Framework für das Application Management

Author: Remko van der Pols

Publisher: Van Haren

ISBN: 9087538642

Category: Education

Page: 204

View: 5201

ASL – Ein Framework für das Application-Management ASL, die Application-Services-Library, ist gegenwärtig der einzige öffentliche Application-Management-Standard weltweit. Das ASL-Framework basiert auf Best-Practices und umfasst alle Prozesse, die es benötigt, um umfassende und hochwertige Application-Management-Dienstleistungen zu erbringen. ASL unterstützt dabei, standardisierte Arbeitsprozesse zu entwickeln, um zum einen Kosten zu reduzieren und zum anderen die Qualität der Dienstleistungserbingung zu erhöhen. Dieses Buch richtet sich an Führungskräfte, Berater, Service-Manager und Studenten im Bereich der Informationstechnologie. Es erklärt anschaulich, was ASL ist und wie es den Nutzer sinnvoll unterstützt. Es stellt genau die Informationen zur Verfügung, um mit ASL zu beginnen und es einzusetzen.
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Projekt Phoenix

Der Roman über IT und DevOps – Neue Erfolgsstrategien für Ihre Firma

Author: Gene Kim

Publisher: O'Reilly

ISBN: 3960100671

Category: Computers

Page: 352

View: 4274

Bill ist IT-Manager bei Parts Unlimited. An einem Dienstagmorgen erhält er auf der Fahrt zur Arbeit einen Anruf seines CEO. Die neue IT-Initiative der Firma mit dem Codenamen Projekt Phoenix ist entscheidend für die Zukunft von Parts Unlimited, aber das Projekt hat Budget und Zeitplan massiv überzogen. Der CEO will, dass Bill direkt an ihn berichtet und das ganze Chaos in neunzig Tagen aufräumt, denn sonst wird Bills gesamte Abteilung outgesourct. Mit der Hilfe eines Vorstandsmitglieds und dessen mysteriöser Philosophie der Drei Wege wird Bill klar, dass IT-Arbeit mehr mit dem Fertigungsbereich in einer Fabrik zu tun hat als er sich je vorstellen konnte. Die Zeit drängt: Bill muss dafür sorgen, dass der Arbeitsfluss auch zwischen den Abteilungen deutlich besser läuft und das Business-Funktionalität zuverlässig bereitgestellt wird. Drei Koryphäen der DevOps-Bewegung liefern hier die rasante und unterhaltsame Story, in der sich jeder, der im IT-Bereich arbeitet, wiederfinden wird. Sie erfahren nicht nur, wie Sie Ihre eigene IT-Organisation verbessern können - nach der Lektüre dieses Buchs werden Sie IT auch nie wieder so sehen wie zuvor.
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Implementing Service and Support Management Processes

A Practical Guide

Author: HDI

Publisher: The Stationery Office

ISBN: 9077212434

Category: Business & Economics

Page: 446

View: 2020

The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.
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Information Security: The Complete Reference, Second Edition

Author: Mark Rhodes-Ousley

Publisher: McGraw Hill Professional

ISBN: 0071784365

Category: Computers

Page: 928

View: 8365

Develop and implement an effective end-to-end security program Today’s complex world of mobile platforms, cloud computing, and ubiquitous data access puts new security demands on every IT professional. Information Security: The Complete Reference, Second Edition (previously titled Network Security: The Complete Reference) is the only comprehensive book that offers vendor-neutral details on all aspects of information protection, with an eye toward the evolving threat landscape. Thoroughly revised and expanded to cover all aspects of modern information security—from concepts to details—this edition provides a one-stop reference equally applicable to the beginner and the seasoned professional. Find out how to build a holistic security program based on proven methodology, risk analysis, compliance, and business needs. You’ll learn how to successfully protect data, networks, computers, and applications. In-depth chapters cover data protection, encryption, information rights management, network security, intrusion detection and prevention, Unix and Windows security, virtual and cloud security, secure application development, disaster recovery, forensics, and real-world attacks and countermeasures. Included is an extensive security glossary, as well as standards-based references. This is a great resource for professionals and students alike. Understand security concepts and building blocks Identify vulnerabilities and mitigate risk Optimize authentication and authorization Use IRM and encryption to protect unstructured data Defend storage devices, databases, and software Protect network routers, switches, and firewalls Secure VPN, wireless, VoIP, and PBX infrastructure Design intrusion detection and prevention systems Develop secure Windows, Java, and mobile applications Perform incident response and forensic analysis
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ITIL V2 Release and Control (IPRC) Full Certification Online Learning and Study Book Course - the ITIL V2 Practitioner IPRC Complete Certification Kit

Author: Ivanka Menken,Gerard Blokdijk

Publisher: N.A

ISBN: 9781742441320

Category: Business & Economics

Page: 112

View: 3759

The first edition of this Full Certification Kit is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's bestselling book, the authors once again present a step-by-step guide to IPRC Processes and Certification. Who Knew ITIL IPRC Certification E-Learning This Quick and Easy Could Make You Look This Good. 'The Art of Service has dramatically changed the way we deliver employee training. We can now deliver more training at less cost to a wider audience in a shorter period of time.' On-demand eLearning: Don't pay over $ 3,000.00 for a 5 day class room based course - you're out of touch with your work for 5 days and including the course fee: the costs are insurmountable - take the online learning option instead and study at your own pace. Trainer Facilitated - on average 5 hours per course and One on One Support - you don't get that in class! Course Description: This course uses an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the APMG/EXIN Practitioner Level Certificate Release and Control (IPRe. To ensure quality and consistency of the services provided to its customers, IT departments must control what is in the infrastructure and manage how and when changes are made. By effectively implementing the Release and Control processes within an IT infrastructure, this goal can be achieved. Learn Practical techniques in implementing the ITIL disciplines to support the Release and Control phase of the IT service lifecycle, enabling you to develop, implement and manage IPRC processes in your own organization. Learn how to plan, implement and optimize the Change Management, Release Management and Configuration Management processes. Through interactive workshops, with certified trainers you gain the skills necessary to successfully take the ITIL Practitioner Release and Control Certification Exam. You'll learn how to: * Prepare for and take the ITIL Practitioner Release and Control (IPRe Certification Exam * Plan key activities for Change Management, Release Management and Configuration Management * Define the monitoring and reporting of key performance indicators and achievements * Propose continuous improvements for the Release and Control processes * Organize the relationships between the Release and Control processes * Monitor and optimize the Release and Control processes Delivery: The program combines short presentations supported by accredited trainer audio. There are also quizzes and exercises (marking scheme provided) to ensure learners are testing their knowledge and competency to enhance understanding of key concepts. Revision questions and a mock examination help to prepare for the multiple-choice APMG/EXIN examination. This program is an eLearning Program, your access details to the elearning course are in the book. Program Materials: * Access to presentation with trainer audio * The Art of Service Release and Control Book * Exercises ] Answers * Mock Exam questions The Foundation Certificate in IT Service Management is required to take the IPRC Certification Exam at the end of this course. Considering the increasing number of IT Professionals who want to be actively involved in ITIL, this book, should do at least as well as the first edition, which is a bestseller.
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Frameworks für das IT Management

Author: Various

Publisher: Van Haren

ISBN: 9087530862

Category: Education

Page: 296

View: 4863

Moderne IT-Manager sehen sich einer überwältigenden Anzahl von Management-Frameworks, -Methoden und –Methodiken gegenüber – was einen kaum den Wald vor lauter Bäumen sehen lässt. Darüber hinaus glauben viele Anbieter von IT-Services, dass sie nicht ernst genommen werden, wenn sie nicht ebenfalls ein proprietäres Framework zur Verfügung stellen – was es um so schwieriger macht, den Weg durch den Framework-Wald zu finden. Diese itSMF-Publikation behandelt auf eine neutrale und objektive Weise die wichtigsten, eingesetzten Frameworks, so dass der Leser den potenziellen Wert jedes dieser Instrumente besser verstehen kann. Jedes Framework wird von einem namhaften Experten im jeweiligen Feld auf strukturierte Weise beschrieben, so dass die besonderen Charakteristika herausgestellt werden. Eine einheitliche Herangehensweise für jedes Kapitel erlaubt einen einfachen Vergleich der Instrumente: der Ursprung/die Geschichte, wo das Instrument eingesetzt wird, Beschreibung und Hauptgrafiken, Ansatz/How-To, Relevanz für das IT-Management, Stärken und Schwächen, Querverweise/Beziehungen sowie Links und Literatur. Diese Auflage des itSMF Frameworks für das IT Management-Handbuchs enthält Beschreibungen von (in alphabetischer Reihenfolge) AS 8015, ASL, BiSL, CMMI, COBIT, EFQM, eSCM, eTOM, Generic Framework for Information Management (PrimaVera), IPMA Competence Baseline, ISO/IEC 20000 (früher BS15000), ISO 27001 (ISO 17799/BS7799), ISO 9000 (GB/T 19000), ISPL, IT Balanced Scorecard, ITIL®, ITS-CMM, PMBoK, PRINCE2™, M_o_R®, MSP, Six Sigma, TickIT und TQM. Frameworks für das IT-Management ist ein zuverlässiges und einheitliches Referenzhandbuch, ob es nun als erste Einführung in Frameworks, die Sie noch nicht kennengelernt haben, oder als Kurzreferenz für Kerninformationen über Ihnen bereits bekannte Frameworks genutzt wird. In jedem Fall sollte dieses Handbuch eine wertvolle Informationsquelle für moderne IT-Manager darstellen. Wir hoffen, es wird Sie darin unterstützen, den hohen Anforderungen modernen IT-Service-Managements zu entsprechen.
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The ITIL Process Manual

Author: James Persse

Publisher: Van Haren

ISBN: 9087536518

Category: Education

Page: 374

View: 4787

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
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ITIL Version 3 at a Glance

Information Quick Reference

Author: John O. Long

Publisher: Springer Science & Business Media

ISBN: 9780387773933

Category: Computers

Page: 82

View: 4717

ITIL® Version 3 At a Glance takes a graphical approach to consolidating the information of ITIL® version 3. ITIL® is an internationally-recognized set of best practices for providing IT service management. IT organizations worldwide are implementing ITIL® as a vehicle for improving IT service quality and improve return on investment for IT services. The desk reference’s unique graphical approach takes otherwise complex textual descriptions and makes the information accessible in a series of consistent, simple diagrams. ITIL® Version 3 At a Glance will be of interest to organizations looking to train their staffs in a consistent and cost-effective way. Further, this book is ideal for anyone involved in planning consulting, implementing, or testing an ITIL® Version 3 implementation.
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ITIL V3 Service Capability RCV - Release, Control and Validation of IT Services Best Practices Study and Implementation Guide

Author: The Art of Service

Publisher: Lulu.com

ISBN: 1921523824

Category: Computers

Page: 172

View: 3129

To implement new services in a controlled and cost-effective manner IT departments must successfully implement Release, Control and Validation (RCV) best practices. This book covers practical guidance on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines. It provides in-depth knowledge of the ITIL RCV areas: Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management. Release, Control and Validation Best Practices is designed to complement the certified ITIL V3 Capability Programs for IT Service Management. This book focuses on describing the industry best practices for the release, control and validation of services, including: - Change Management: The process that realizes successful service transition - Release and Deployment Management: The process that ensures the proper building, testing and deploying of a release - Service Validation and Testing: The process that ensures the integrity and the quality of service transition - Service Evaluation: The process that considers whether the performance and value of a service is acceptable - Request Fulfillment: The process that ensures the effective and expedient fulfillment of service requests and provides a standard for evaluation - Service Asset & Configuration Management: The process that monitors the state of service transition - Knowledge Management: The process that enhances the ongoing management decision support and service delivery capability The information provided in this book is based onversion 3 of the ITIL framework, predominantly focusing on the volume of Service Transition. Other guidance provided includes: - Suggested templates and criteria for implementing Release, Control and Validation (RCV) processes. - Explanation of the more abstract ITIL concepts to improve understanding. - Review questions to assist study for the ITIL Intermediate Capability RCV exam.
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