ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world, ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.
ITIL is based on the collective experience of commercial and governmental practitioners worldwide. This has been distilled into one reliable, coherent approach, which is fast becoming a de facto standard used by some of the world's leading businesses.
The ethos behind the development of ITIL is the recognition that increasingly organisations are becoming dependent on IT in order to satisfy their corporate aims and meet their business needs. This increasing dependency leads to a growing requirement for high quality IT services. In this context quality means matched to business needs and user requirements as these evolve.
The British Standards Institute has developed both a Code of Practice for IT Service Management (PD0005:1998) and a British Standard : Specification for IT Service Management (BS 15000:2000). The Code of Practice provides an informative overview of the needs and requirements of internal and external IT Service suppliers. This has been written to align with the details in the IT Infrastructure Library, effectively forming a high-level management overview of the subject matter.
ITIL Application Management
Table of Contents
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Introduction
Positioning of Application Management
Managing the Business Value
Aligning the Delivery Strategy with Key Business Drivers and Organisational Capabilities
The Application Management Lifecycle
Organising Roles and Function
Control Methods and Techniques
Concluding Remarks
Bibliography
Appendix A - List of Acronyms and Glossary
Appendix B - Design Guidelines Table
Appendix C - Service Dependency Modelling (SDM)
Appendix D - Quality
Figures
Tables
File size: 3 MB
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RAR password:
LooDuck
Code:
http://rapidshare.com/files/78102418/ITILAM.rar
ITIL ICT Infrastructure Management
Table of Contents
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ICT Infrastructure Management Overview
Design and Planning
Deployment
Operations
Technical Support
Bibliography
Appendix A - List of Acronyms and Glossary
Appendix B - Process Theory
Appendix C - Systems Installation Policies
Appendix D - Environmental Policies and Standards
Appendix E - Distributed Service Administration
Appendix F - Implementation Schedule for a New Service
Appendix G - The Contents of a Business Case
Appendix H - The Contents of an Invitation to Tender (ITT) or Statement of Requirements (SOR)
Appendix J - Guidelines for Reference Site Visits
Appendix K - The Service Lifecycle
Appendix L - The Contents of a Feasibility Study/Gap Analysis
Appendix M - A Checklist for the Acceptance of New Services
Appendix N - Quality
Figures
File size: 3.5 MB
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RAR password:
LooDuck
Code:
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ITIL Planning to Implement Service Management
Table of Contents
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Introduction
What is the Vision?
Where are We Now?
Where do We Want to be?
How do We Get Where We Want to be?
How do We Check Our Milestones Have Been Reached?
How do We Keep the Momentum Going?
Summary
Bibliography
Appendix A - List of Acronyms and Glossary
Appendix B - Process Theory
Appendix C - Framework for Evaluation of Organisations
Appendix D - A Service Management Case Study
Appendix E - Pragmatic Approaches to Service Management Implementation
Appendix F - Pro-formas
Appendix G - Example Cost-benefit Analysis for Service Management Processes
Appendix H - The ITIL Processes
Appendix I - Quality
Appendix J - The Process Maturity Framework (PMF)
Appendix K - Examples of a Stakeholder Map
Appendix L - Use of Tools
Figures
Tables
File size: 3 MB
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RAR password:
LooDuck
Code:
http://rapidshare.com/files/78102425/ITILPISM.rar
ITIL Service Delivery
Table of Contents
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Introduction to this Book
Relationship Between Processes
Getting Started
Service Level Management
Financial Management for IT Services
Capacity Management
IT Service Continuity Management
Availability Management
Service Management Software Tools
Planning for the Implementation of Service Management
Bibliography
Appendix A - Terminology
Appendix B - Process Theory and Practice
Appendix C - Implementing Service Management Processes - Issues to Consider
Appendix D - Quality
Appendix E - Communications
Appendix F - Example Cost-benefit Analysis for Service Management Processes
Appendix G - Service Delivery Processes
Figures
Tables
File size: 4 MB
File type: HTML/App
RAR password:
LooDuck
Code:
http://rapidshare.com/files/78102415/ITILSD.rar
ITIL Service Support
Table of Contents
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Introduction
Relationship Between Processes
Getting Started
The Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Management Software Tools
Planning for the Implementation of Service Management
Bibliography
Appendix A - Terminology
Appendix B - Process Theory and Practice
Appendix C - Implementing Service Management Processes Issues to Consider
Appendix D - Quality
Appendix E - Example Cost-benefit Analysis for Service Management Processes
Appendix F - The Service Support Process Model
Other Information Sources and Services
The IT Service Management Forum (itSMF)
ITIL Training and Professional Qualifications
Figures
Tables
File size: 7 MB
File type: HTML/App
RAR password:
LooDuck
Code:
http://rapidshare.com/files/78102430/ITILSS.rar
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IT Infrastructure Library (ITIL) Complete 5 OGC Books
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