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ITIL® 2011 At a Glance

Part of the SpringerBriefs in Computer Science Book Series

DOI: 10.1007/978-1-4614-3897-7

ISBN: 978-1-4614-3896-0

Publisher: Springer New York - Springer Journals

May 12, 2012

Available

Introduction

Long, John O.

Pages: 1 –2

[This book is designed as a quick reference for ITIL® 2011. It is not intended as an overview of ITIL® 2011 but merely as a memory jogger. It is suggested that you first familiarize yourself with the ITIL® 2011 documentation before using this book. This book contains references to more detailed...
Available

List of ITIL Processes

Long, John O.

Pages: 3 –4
Available

Service Strategy

Long, John O.

Pages: 5 –24

[Service Strategy describes an IT organization’s high-level approach to providing services. First, the IT organization must identify the market for its services. This, in turn, drives the identification of services offerings as well as the strategic assets that will constitute those services....
Available

Service Design

Long, John O.

Pages: 25 –50

[Service Design is a stage in the service lifecycle in which a new or modified service is developed and made ready for the Service Transition stage.]
Available

Service Transition

Long, John O.

Pages: 51 –72

[The service transition stage readies a new or changed service for operation. The primary activity done during this stage is Transition Planning and Support. This process plans all of the activities that must take place to put the service into production. This may involve the creation of a number...
Available

Service Operation

Long, John O.

Pages: 73 –90

[In the Service Operation stage, a service is available for IT end users. During execution of the service, it is monitored to determine service levels as well as to look for operational faults.]
Available

Continual Service Improvement

Long, John O.

Pages: 91 –95

[During the Continual Service Improvement stage, the IT organization collects data and feedback from users, customers, stakeholders, and other sources to enhance services and how they are provided.]

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