Van Haren Publishing

Indeholder "Colophon", "Foreword", "Acknowledgements", "The ITIL Story", "1. Introduction", " 1.1 The ITIL 4 Framework", " 1.1.1 The ITIL service value system (SVS)", " 1.1.2 The four dimensions model", "2. Key Concepts of Service Management", " 2.1 Value co-creation", " 2.2 Stakeholders", " 2.2.1 Service providers", " 2.2.2 Service consumers", " 2.2.3 Other stakeholders", " 2.3 Products and services", " 2.3.1 Service offerings", " 2.4 Service relationships", " 2.4.1 The service relationship model", " 2.5 Value", " 2.5.1 Outcomes", " 2.5.2 Costs", " 2.5.3 Risks", " 2.5.4 Utility and warranty", "3. The Four Dimensions of Service Management", " 3.1 Organizations and people", " 3.2 Information and technology", " 3.3 Partners and suppliers", " 3.4 Value streams and processes", " 3.5 External factors", "4. The ITIL Service Value System", " 4.1 Service value system overview", " 4.2 Opportunity and demand", " 4.3 The ITIL guiding principles", " 4.4 Governance", " 4.5 Service value chain", " 4.5.1 Plan", " 4.5.2 Improve", " 4.5.3 Engage", " 4.5.4 Design and transition", " 4.5.5 Obtain/build", " 4.5.6 Deliver and support", " 4.6 Value streams and the service value chain", " 4.7 Continual improvement", " 4.8 Practices", "5. ITIL Management Practices", " 5.1 General management practices", " 5.1.1 Architecture management", " 5.1.2 Continual improvement", " 5.1.3 Information security management", " 5.1.4 Knowledge management", " 5.1.5 Measurement and reporting", " 5.1.6 Organizational change management", " 5.1.7 Portfolio management", " 5.1.8 Project management", " 5.1.9 Relationship management", " 5.1.10 Risk management", " 5.1.11 Service financial management", " 5.1.12 Strategy management", " 5.1.13 Supplier management", " 5.1.14 Workforce and talent management", " 5.2 Service management practices", " 5.2.1 Availability management", " 5.2.2 Business analysis", " 5.2.3 Capacity and performance management", " 5.2.4 Change management", " 5.2.5 Incident management", " 5.2.6 IT asset management", " 5.2.7 Monitoring and event management", " 5.2.8 Problem management", " 5.2.9 Release management", " 5.2.10 Service catalogue management", " 5.2.11 Service configuration management", " 5.2.12 Service continuity management", " 5.2.13 Service design", " 5.2.14 Service desk", " 5.2.15 Service level management", " 5.2.16 Service request management", " 5.2.17 Service validation and testing", " 5.3 Technical management practices", " 5.3.1 Deployment management", " 5.3.2 Infrastructure and platform management", " 5.3.3 Software development and management", " 5.4 Relationships between practices and service value chain activities", "6. The ITIL Foundation Exam", " 6.1 Purpose", " 6.2 Conditions", " 6.3 Question types", " 6.4 Scores", " 6.5 Preparation", " 6.6 Qualification scheme", "7. Differences with previous ITIL versions", " 7.1 Changes to the list of processes/practices", "8. Glossary", "Acronyms", "References".

Lille lommebog, så man nemt kan slå op, når virkelig og model afviger.… (mere)