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Book Details
Abstract
Whether you're preparing for your service management foundation exam, or simply want to understand service management better, this new edition of our popular book covers the latest thinking and provides a comprehensive, practical introduction to IT service management.
Building on their collective service management experience, the authors walk you through essential concepts including processes, functions and roles and illustrate these with real-life examples.
Dr Ernest Brewster is a champion of ITIL Service Management. Richard Griffiths is an ITIL trainer. Aidan Lawes is an authority on service management and co-authored ISO/IEC 20000. John Sansbury is a principal consultant and head of practice for service management.
Whether you're preparing for your service management foundation exam, or simply want to understand service management better, this new edition of our popular book covers the latest thinking and provides you with a comprehensive, practical introduction to IT service management.
Building on their collective, extensive service management experience, the authors of this book walk you through essential concepts including the service lifecycle, processes, functions and roles and illustrate these with real-life examples. With this book you'll quickly gain understanding of the basic principles, terminology and benefits of service management.
'This is absolutely a valuable source of information.'
-Erkan Karagulmez, SAP Consultant, CGI Belgium (review of previous edition)
'The no-nonsense approach of this book appeals to me. Straight-shooting description, examples and advice from experienced guys.' Rob England,The IT Skeptic (review of previous edition)
Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Cover | C | ||
| Copyright | iv | ||
| CONTENTS | v | ||
| LIST OF FIGURES AND TABLES | xii | ||
| AUTHORS | xiv | ||
| ABBREVIATIONS | xvi | ||
| GLOSSARY | xviii | ||
| USEFUL WEBSITES | xx | ||
| PREFACE | xxi | ||
| INTRODUCTION | xxiii | ||
| HOW TO USE THIS BOOK | xxiii | ||
| SECTION 1: OVERVIEW | 1 | ||
| 1 WHAT IS SERVICE MANAGEMENT? | 3 | ||
| INTRODUCTION | 3 | ||
| ‘BEST PRACTICE’ VERSUS ‘GOOD PRACTICE’ | 4 | ||
| THE ITIL FRAMEWORK | 6 | ||
| THE ITIL CORE | 7 | ||
| COMPLEMENTARY MATERIAL | 8 | ||
| RELATED MATERIAL | 8 | ||
| THE ITIL SERVICE MANAGEMENT MODEL | 9 | ||
| KEY CONCEPTS | 10 | ||
| SECTION 2: THE SERVICE LIFECYCLE | 21 | ||
| 2 SERVICE STRATEGY | 23 | ||
| INTRODUCTION | 23 | ||
| GOVERNANCE | 23 | ||
| RISK | 24 | ||
| KEY PROCESSES | 24 | ||
| IT SERVICE PROVIDER TYPES | 24 | ||
| THE FOUR PS OF STRATEGY | 25 | ||
| SERVICE MANAGEMENT AS A STRATEGIC ASSET | 25 | ||
| DEVELOPING STRATEGY FOR SPECIFIC SERVICES | 26 | ||
| SERVICE ASSETS | 27 | ||
| VALUE | 27 | ||
| AUTOMATING SERVICE MANAGEMENT PROCESSES | 28 | ||
| 3 SERVICE DESIGN | 29 | ||
| INTRODUCTION | 29 | ||
| WHY SERVICE DESIGN? | 30 | ||
| THE FIVE MAJOR ASPECTS OF SERVICE DESIGN | 30 | ||
| OBJECTIVES OF SERVICE DESIGN | 31 | ||
| THE SERVICE DESIGN PACKAGE | 31 | ||
| 4 SERVICE TRANSITION | 33 | ||
| INTRODUCTION | 33 | ||
| PURPOSE AND OBJECTIVES | 33 | ||
| PROCESS OBJECTIVES AND VALUE | 35 | ||
| CHALLENGES | 36 | ||
| ROLES | 36 | ||
| 5 SERVICE OPERATION | 37 | ||
| INTRODUCTION | 37 | ||
| PURPOSE AND OBJECTIVES | 37 | ||
| THE VALUE OF SERVICE OPERATION | 38 | ||
| KEY ACTIVITIES AND FUNCTIONS | 38 | ||
| SELF-HELP | 40 | ||
| 6 CONTINUAL SERVICE IMPROVEMENT | 41 | ||
| INTRODUCTION | 41 | ||
| PURPOSE AND OBJECTIVES | 41 | ||
| KEY PRINCIPLES | 43 | ||
| SECTION 3: THE PROCESSES AND FUNCTIONS | 45 | ||
| 7 BUSINESS RELATIONSHIP MANAGEMENT | 47 | ||
| INTRODUCTION AND SCOPE | 47 | ||
| PURPOSE AND OBJECTIVES | 47 | ||
| GENERAL PRINCIPLES | 48 | ||
| KEY ACTIVITIES | 49 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 50 | ||
| METRICS | 52 | ||
| ROLES | 52 | ||
| 8 FINANCIAL MANAGEMENT FOR IT SERVICES | 53 | ||
| INTRODUCTION AND SCOPE | 53 | ||
| PURPOSE AND OBJECTIVES | 54 | ||
| ACTIVITIES AND CONCEPTS | 54 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 57 | ||
| 9 DEMAND MANAGEMENT | 59 | ||
| INTRODUCTION AND SCOPE | 59 | ||
| PURPOSE AND OBJECTIVES | 59 | ||
| UNDERSTANDING DEMAND FLUCTUATIONS | 60 | ||
| ATTEMPTING TO REDUCE PEAK DEMANDS | 60 | ||
| PATTERNS OF BUSINESS ACTIVITY | 60 | ||
| USER PROFILES | 61 | ||
| THE BENEFITS OF DEMAND MANAGEMENT | 61 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 61 | ||
| METRICS | 62 | ||
| ROLES | 62 | ||
| 10 SERVICE PORTFOLIO MANAGEMENT | 63 | ||
| INTRODUCTION AND SCOPE | 63 | ||
| PURPOSE AND OBJECTIVES | 64 | ||
| SERVICE PORTFOLIO COMPONENTS | 64 | ||
| KEY ACTIVITIES | 67 | ||
| RENEWING THE PORTFOLIO | 67 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 67 | ||
| 11 DESIGN COORDINATION | 69 | ||
| INTRODUCTION AND SCOPE | 69 | ||
| PURPOSE AND OBJECTIVES | 69 | ||
| BASIC CONCEPTS | 70 | ||
| ACTIVITIES | 70 | ||
| CHALLENGES | 70 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 71 | ||
| METRICS | 71 | ||
| ROLES | 71 | ||
| 12 SERVICE CATALOGUE MANAGEMENT | 72 | ||
| INTRODUCTION AND SCOPE | 72 | ||
| PURPOSE AND OBJECTIVES | 73 | ||
| KEY ACTIVITIES | 73 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 76 | ||
| ROLES | 77 | ||
| 13 SERVICE LEVEL MANAGEMENT | 78 | ||
| INTRODUCTION AND SCOPE | 78 | ||
| PURPOSE AND OBJECTIVES | 78 | ||
| BASIC CONCEPTS | 79 | ||
| SERVICE LEVEL AGREEMENTS | 80 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 85 | ||
| METRICS | 86 | ||
| ROLES | 87 | ||
| 14 SUPPLIER MANAGEMENT | 88 | ||
| INTRODUCTION AND SCOPE | 88 | ||
| PURPOSE AND OBJECTIVES | 89 | ||
| GENERAL PRINCIPLES | 90 | ||
| CATEGORISING SUPPLIERS | 90 | ||
| KEY ACTIVITIES | 91 | ||
| THE SUPPLIER AND CONTRACT MANAGEMENT INFORMATION SYSTEM (SCMIS) | 91 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 92 | ||
| ROLES | 93 | ||
| 15 CAPACITY MANAGEMENT | 94 | ||
| INTRODUCTION AND SCOPE | 94 | ||
| PURPOSE AND OBJECTIVES | 95 | ||
| THE CAPACITY PLAN | 95 | ||
| THE THREE SUB-PROCESSES OF CAPACITY MANAGEMENT | 96 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 97 | ||
| METRICS | 99 | ||
| ROLES | 99 | ||
| 16 AVAILABILITY MANAGEMENT | 100 | ||
| INTRODUCTION AND SCOPE | 100 | ||
| PURPOSE AND OBJECTIVES | 100 | ||
| VITAL BUSINESS FUNCTIONS | 101 | ||
| HOW COMPONENT AVAILABILITY AFFECTS SERVICE AVAILABILITY | 101 | ||
| PROACTIVE AVAILABILITY MANAGEMENT TECHNIQUES | 103 | ||
| REACTIVE AVAILABILITY MANAGEMENT | 103 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 103 | ||
| METRICS | 104 | ||
| ROLES | 105 | ||
| KEY PERFORMANCE INDICATORS | 106 | ||
| 17 IT SERVICE CONTINUITY MANAGEMENT | 107 | ||
| INTRODUCTION AND SCOPE | 107 | ||
| PURPOSE AND OBJECTIVES | 107 | ||
| KEY ACTIVITIES | 108 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 110 | ||
| METRICS | 111 | ||
| ROLES | 111 | ||
| 18 INFORMATION SECURITY MANAGEMENT AND ACCESS MANAGEMENT | 112 | ||
| INTRODUCTION AND SCOPE | 112 | ||
| PURPOSE AND OBJECTIVES | 112 | ||
| THE INFORMATION SECURITY POLICY | 114 | ||
| THE INFORMATION SECURITY MANAGEMENT SYSTEM | 114 | ||
| ACCESS MANAGEMENT | 114 | ||
| FACILITIES MANAGEMENT – THE CONTROL OF PHYSICAL ACCESS | 115 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 116 | ||
| METRICS | 117 | ||
| ROLES | 117 | ||
| 19 TRANSITION PLANNING AND SUPPORT | 118 | ||
| INTRODUCTION AND SCOPE | 118 | ||
| PURPOSE, OBJECTIVES AND VALUE | 118 | ||
| KEY ACTIVITIES | 119 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 122 | ||
| METRICS | 122 | ||
| 20 KNOWLEDGE MANAGEMENT | 124 | ||
| INTRODUCTION AND SCOPE | 124 | ||
| PURPOSE AND OBJECTIVES | 124 | ||
| KEY ACTIVITIES | 125 | ||
| ACTIVITIES, METHODS AND TECHNIQUES | 126 | ||
| CHALLENGES | 126 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 127 | ||
| METRICS | 127 | ||
| ROLES | 128 | ||
| 21 SERVICE ASSET AND CONFIGURATION MANAGEMENT | 129 | ||
| INTRODUCTION AND SCOPE | 129 | ||
| PURPOSE AND OBJECTIVES | 129 | ||
| BASIC CONCEPTS | 130 | ||
| CONFIGURATION BASELINE | 131 | ||
| ACTIVITIES | 132 | ||
| CHALLENGES | 133 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 133 | ||
| METRICS | 134 | ||
| ROLES | 134 | ||
| 22 CHANGE MANAGEMENT | 135 | ||
| INTRODUCTION AND SCOPE | 135 | ||
| PURPOSE AND OBJECTIVES | 135 | ||
| BASIC CONCEPTS | 136 | ||
| ACTIVITIES | 139 | ||
| CHANGE PROPOSALS | 140 | ||
| CHALLENGES | 141 | ||
| TESTING | 141 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 141 | ||
| METRICS | 142 | ||
| ROLES | 142 | ||
| 23 RELEASE AND DEPLOYMENT MANAGEMENT | 143 | ||
| INTRODUCTION AND SCOPE | 143 | ||
| PURPOSE AND OBJECTIVES | 143 | ||
| BASIC CONCEPTS | 144 | ||
| ACTIVITIES, METHODS AND TECHNIQUES | 144 | ||
| CHALLENGES | 145 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 146 | ||
| METRICS | 146 | ||
| ROLES | 147 | ||
| 24 THE SERVICE DESK | 148 | ||
| INTRODUCTION AND SCOPE | 148 | ||
| PURPOSE AND OBJECTIVES | 148 | ||
| BASIC CONCEPTS | 148 | ||
| KEY ACTIVITIES | 152 | ||
| RELATIONSHIPS WITH SERVICE MANAGEMENT PROCESSES | 152 | ||
| METRICS | 153 | ||
| ROLES | 153 | ||
| CHALLENGES | 153 | ||
| 25 REQUEST FULFILMENT | 154 | ||
| INTRODUCTION AND SCOPE | 154 | ||
| PURPOSE AND OBJECTIVES | 154 | ||
| KEY ACTIVITIES | 154 | ||
| REQUEST MODELS | 155 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 155 | ||
| 26 INCIDENT MANAGEMENT | 156 | ||
| INTRODUCTION AND SCOPE | 156 | ||
| PURPOSE AND OBJECTIVES | 156 | ||
| BASIC CONCEPTS | 156 | ||
| KEY ACTIVITIES | 157 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 160 | ||
| METRICS | 161 | ||
| ROLES | 161 | ||
| CHALLENGES | 161 | ||
| 27 PROBLEM MANAGEMENT | 162 | ||
| INTRODUCTION AND SCOPE | 162 | ||
| PURPOSE AND OBJECTIVES | 162 | ||
| BASIC CONCEPTS | 162 | ||
| KEY ACTIVITIES | 163 | ||
| PROACTIVE PROBLEM MANAGEMENT | 167 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 168 | ||
| METRICS | 168 | ||
| ROLES | 168 | ||
| CHALLENGES | 168 | ||
| 28 IT OPERATIONS MANAGEMENT | 170 | ||
| INTRODUCTION AND SCOPE | 170 | ||
| PURPOSE AND OBJECTIVES | 170 | ||
| KEY ACTIVITIES | 170 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT FUNCTIONS | 171 | ||
| 29 EVENT MANAGEMENT | 172 | ||
| INTRODUCTION AND SCOPE | 172 | ||
| PURPOSE AND OBJECTIVES | 172 | ||
| KEY ACTIVITIES | 173 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 173 | ||
| 30 APPLICATION MANAGEMENT | 175 | ||
| INTRODUCTION AND SCOPE | 175 | ||
| PURPOSE AND OBJECTIVES | 175 | ||
| RELATIONSHIP BETWEEN APPLICATION MANAGEMENT AND APPLICATION DEVELOPMENT | 176 | ||
| KEY ACTIVITIES | 176 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT FUNCTIONS | 177 | ||
| 31 TECHNICAL MANAGEMENT | 178 | ||
| INTRODUCTION AND SCOPE | 178 | ||
| PURPOSE AND OBJECTIVES | 178 | ||
| KEY ACTIVITIES | 178 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT FUNCTIONS | 179 | ||
| 32 THE SEVEN-STEP IMPROVEMENT PROCESS | 180 | ||
| INTRODUCTION AND SCOPE | 180 | ||
| PURPOSE AND OBJECTIVES | 180 | ||
| ACTIVITIES, METHODS AND TECHNIQUES | 181 | ||
| ROLES | 181 | ||
| SECTION 4: MEASUREMENT, METRICS AND THE DEMING CYCLE | 183 | ||
| 33 MEASUREMENT AND METRICS | 185 | ||
| INTRODUCTION | 185 | ||
| KEY PERFORMANCE INDICATORS AND METRICS | 186 | ||
| USING METRICS AND KPIS TO IMPROVE PERFORMANCE | 187 | ||
| METRICS IN REPORTS | 188 | ||
| 34 THE DEMING CYCLE | 189 | ||
| INTRODUCTION | 189 | ||
| PURPOSE AND OBJECTIVES | 190 | ||
| KEY ACTIVITIES | 190 | ||
| RELATIONSHIPS WITH OTHER SERVICE MANAGEMENT PROCESSES | 190 | ||
| APPENDIX EXAM TECHNIQUES | 191 | ||
| INTRODUCTION | 191 | ||
| EXAM TECHNIQUES | 191 | ||
| INDEX | 193 | ||
| Back Cover | 202 |