基于ITIL v3的IT服务管理导论（英文）》目录

学习资料： ITIL先锋论坛专家讲堂直播 300期视频回放

作者：Jan van … 来源：VHP 本书为ITIL的最新书籍，详细描述了ITIL v3的最新实践。聚焦生命周期方法，本书详细阐述了以下内容：服务战略（Service Strategy）、服务设计（Service Design）、服务转换（Service Transition）、服务运行（Service Operation）、持续服务改进（Continual Service Improvement）等。本书也是ITIL v3考试参考用书之一。
Foreword
Acknowledgements
1 Introduction
1.1 Background 1.2 Why this book 1.3 Organizations 1.4 Differences with previous editions 1.5 Structure of the book 1.6 How to use this book PART 1 THE ITIL SERVICE LIFECYCLE
2 Introduction to the Service Lifecycle
2.1 Introduction to ITIL 2.2 IT Governance 2.3 Organizational maturity 2.4 Benefits and risks of ITSM frameworks 2.5 Service Lifecycle: concept and overview 3 Lifecycle Phase: Service Strategy
3.1 Introduction 3.2 Basic concepts 3.3 Processes and other activities 3.4 Organization 3.5 Methods, techniques and tools 3.6 Implementation 4 Lifecycle Phase: Service Design
4.1 Introduction 4.2 Basic concepts 4.3 Processes and other activities 4.4 Organization 4.5 Methods, techniques and tools 4.6 Implementation 5 Lifecycle Phase: Service Transition
5.1 Introduction 5.2 Basic concepts 5.3 Processes and other activities 5.4 Organization 5.5 Methods, technology and tools 5.6 Implementation 6 Lifecycle Phase: Service Operation
6.1 Introduction 6.2 Basic concepts 6.3 Processes and other activities 6.4 Organization 6.5 Methods, techniques and tools 6.6 Implementation 7 Lifecycle Phase: Continual Service Improvement
7.1 Introduction 7.2 Basic concepts 7.3 Processes and other activities 7.4 Organization 7.5 Methods, techniques and tools 7.6 Implementation PART 2 FUNCTIONS AND PROCESSES
8 Introduction to Functions and Processes
8.1 Introduction 8.2 Management of processes 8.3 Teams, roles and positions in ITSM 8.4 Tools used in ITSM 8.5 Communication in IT service organizations 8.6 Culture 8.7 Processes, projects, programs and portfolios 8.8 Functions and processes in the lifecycle phases 9 Functions and Processes in Service Strategy
9.1 Financial Management 9.2 Service Portfolio Management (SPM) 9.3 Demand Management 10 Functions and Processes in Service Design
10.1 Service Catalogue Management 10.2 Service Level Management 10.3 Capacity Management 10.4 Availability Management 10.5 IT Service Continuity Management 10.6 Information Security Management 10.7 Supplier Management 11 Functions and Processes in Service Transition
11.1 Transition Planning and Support 11.2 Change Management 11.3 Service Asset and Configuration Management 11.4 Release and Deployment Management 11.5 Service Validation and Testing 11.6 Evaluation 11.7 Knowledge Management 12 Functions and Processes in Service Operation
12.1 Event Management 12.2 Incident Management 12.3 Request Fulfillment 12.4 Problem Management 12.5 Access Management 12.6 Monitoring and Control 12.7 IT Operations 12.8 Service Desk 13 Functions and Processes in Continual Service Improvement
13.1 CSI Improvement Process 13.2 Service Reporting References
Glossary
Index