Key Element Guide - ITIL Service Operation - 2011 Edition (Pack of 10)

Description

10 copies of the concise version of the guidance in the ITIL 2011 core volume Service Operation, endorsed by itSMF International.

A pack of 10 copies of Key Element Guide: ITIL Service Operation, 2011 Edition is ideal for ITIL Intermediate Service Operation courses, or if you want to provide each member of your IT Service Management team with their own copy.

Each ITIL^® Key Element Guide provides an overview of each of the five elements of the ITIL^® service lifecycle, and is written by the same team which wrote the main ITIL^® core titles. Key Element Guide: ITIL Service Operation, 2011 Edition offers a concise summary of the contents of ITIL^® 2011 Service Operation, reducing the core volume to its salient points.

The purpose of the service operation stage of the lifecycle is to coordinate and carry out the processes required to deliver and manage services to business users and customers, and to manage the technology used to deliver and support services.

ITIL 2011 Service Operation describes best practice for managing services in supported environments, and provides guidance which includes:

• how to maintain stability in service operation;
• process guidelines, methods and tools for reactive and proactive control perspectives;
• knowledge to allow better decision-making relating to:
  • managing the availability of services,
  • controlling demand,
  • optimising capacity utilisation,
  • scheduling of operations,
  • avoiding or resolving service incidents and managing problems;
• new models and architectures such as:
  • shared services,
  • utility computing,
  • web services,
  • mobile commerce to support service operation.

Other topics covered include event management, request fulfilment, problem management and access management processes, service desk functions, technical management functions, IT operations management functions, and application management functions.

Summary of updates

The concepts in ITIL 2011 have been updated for clarity and consistency, without affecting the overall message, ensuring every stage of the service lifecycle remains focused on the business case, and relates to all the companion process elements that follow. ITIL 2011 is fully aligned with MSP^®, M_o_R^®, PRINCE2^® and P3O.

• Process flows have been updated or added for all processes including request fulfilment, access management and event management.
• Key principles including guidance around service requests and request models, and proactive problem management have been clarified.
• The publication has been updated to explain how basic events flow into filters and rule engines to produce meaningful event information.
• The relationship between application management activities versus application development activities is also clarified.
• Other clarifications include an expanded section on problem analysis techniques, procedure flow for incident matching and further guidance for escalating incidents to problem management.
• In addition, the guidance for managing physical facilities has been expanded.

You can also buy single copies of this book here: Key Element Guide – ITIL Service Operation, 2011 Edition (Single Copies).

You can buy all five Key Element Guides in one pack here: Key Element Guide Suite - 2011 Edition.

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