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THE COMPLETE GUIDE TO IT SERVICE MANAGEMENT
The Complete Guide to IT Service Management - Reference and Revision provides comprehensive and practical guidance to any organization contemplating improving the quality of its IT services and to any managers faced with the task of improving the quality of one or more of their IT Service Management processes. Already, this Guide has proved to be an invaluable aid for students studying for and sitting their v2 IT Service Management professional examinations. It is not a substitute for the IT Infrastructure Library (ITIL) Service Support and Service Delivery volumes or for other relevant material, which every candidate and manager should read. However, it does present all of the information needed to pass the examinations in a logical, structured and eminently practical format. That same format also serves the Guide's purpose in acting as a detailed checklist when planning for process, organizational or technical improvements.
Order your book today by calling 502-456-4322 or send an email to sales@practical-itsm.com.
We accept MasterCard and Visa. Cost for one book is $130 USD plus $12 shipping via USPS Priority Mail (Total $142 USD). Contact us for multi-book orders or faster shipping.
The Guide is divided into four parts, each of them dealing with a specific aspect of IT Service Management. They are:
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Part 1 - The ITSM Processes. The chapters contain detailed information on:
- IT Service Management (the over-arching process)
- Configuration Management
- The Service Desk
- Incident Management
- Problem Management
- Change Management
- Release Management
- Availability Management
- IT Service Continuity Management
- Financial Management for IT Services
- Service Level Management
- The Continuous Service Improvement Program (CSIP)
- ITSM Process Relationships
- Glossary of Terms
Individual processes are described in terms of their:
- Goals
- Basic truths
- Scope
- Definitions
- Activities
- Inputs
- Outputs
- Management information
- Tools and techniques
- People
- Implementation and improvement
- Benefits
- Implementation problems
- Best practice
- Costs
- Awareness and timescales
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Part 2 - ITSM Roles. The chapters contain detailed information on:
- Process Owner and Manager responsibilities
- ITSM functions - sharing responsibilities
- Individual ITSM Manager roles, including activities, responsibilities and authorities; knowledge, skills and attributes; and training and education
Part 3 - Tools. The chapters contain detailed information on:
- Background and example ITT process product requirements
- Instructions to suppliers
- Product profile
- Summary pricing schedule
- Request for information (RFI) document
- Quality review checklist for ITSM software package procurement
Part 4 - Professional Examinations. The chapters contain detailed information on:
- General information about the examinations
- The Foundation Level examination
- The Manager's Level examination (including advice on format; guidance on interpreting and structuring answers for examination questions; frameworks for checking the completeness of examination answers and an examiner's general advice on how best to answer questions)
- Example Foundation Level questions
- Foundation Level questions marking grid
- Example Manager's Level exam questions
- Example Manager's Level exam answer structures
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