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  • ITIL for dummies
  • 點閱:32
  • 作者: by Peter Farenden
  • 出版社:John Wiley & Sons
  • 出版年:c2012
  • 集叢名:--For dummies
  • ISBN:9781119950134; 9781119951179
  • 格式:PDF

ITIL For Dummies provides an easy-to-understand introduction to using best practice guidance within IT service management. It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience. Whether readers need to identify their customers needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users. Understanding how ITIL can help you Getting to grips with ITIL processes and the service lifecycle Implementing ITIL into your day to day work Learn key skills in planning and carrying out design and implementation projects.

  • Introduction(第1頁)
    • About This Book(第1頁)
    • Foolish Assumptions(第2頁)
    • How This Book Is Organised(第3頁)
    • Icons Used in This Book(第4頁)
    • Where to Go from Here(第5頁)
  • Part I: How ITIL Can Help You(第7頁)
    • Chapter 1: Managing IT Services: Welcome to the World of ITIL(第9頁)
    • Chapter 2: Using the Building Blocks of ITIL(第19頁)
    • Chapter 3: Outlining the Structure of ITIL(第37頁)
  • Part II: Getting to Grips with the Service Lifecycle and the Processes(第61頁)
    • Chapter 4: Thinking It Through: Service Strategy(第63頁)
    • Chapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management Processes(第95頁)
    • Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes(第117頁)
    • Chapter 7: Getting Physical: Service Transition(第139頁)
    • Chapter 8: Making Services Work Every Day: Service Operation(第167頁)
    • Chapter 9: Striving to Do Better: Continual Service Improvement(第195頁)
  • Part III: Getting Practical(第215頁)
    • Chapter 10: Implementing ITIL(第217頁)
    • Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset(第245頁)
    • Chapter 12: Going Back to the Drawing Board: Design Projects(第265頁)
    • Chapter 13: Organising the Troops: Transition Projects(第281頁)
  • Part IV: The Part of Tens(第301頁)
    • Chapter 14: Ten Ways to Help ITIL Work for You(第303頁)
    • Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins(第309頁)
    • Chapter 16: Ten Places to Go for Help(第317頁)
  • Part V: Appendixes(第323頁)
    • Appendix A: Getting Qualified in ITIL(第325頁)
    • Appendix B: Glossary(第333頁)
    • Appendix C: Cross Referencing Processes(第349頁)
  • Index(第355頁)
紙本書 NT$ 1120
單本電子書
NT$ 784

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