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Service design
The Service Design phase of the ITIL Service Lifecycle uses business requirements to create services and their supporting practices. This volume covers design principles for applications, infrastructure, processes and resources, as well as sourcing models. Service managers will also find guidance on the engineering of sound requirements, supplier management and design considerations for outsourcing.
Service strategy
Management, Computers, Computer networks, Information exchange, Data processing, IT and Information Management: IT Service Management
Application Management
"Addresses the complex subject of managing applications from the initial business need, through the Application Management lifecycle, up to and including retirement." - page 3.
ABC of ICT
ABC is like an iceberg, much of it hidden beneath the surface, yet capable of inflicting enormous damage to your organization, or more importantly, your business! With growing importance of IT to business operations we can no longer afford to have our ITSM improvement programs and initiatives fail because of Attitude, Behavior or culture issues. This book describes what ABC is, why it is important and gives practical cases and examples in dealing with ABC issues. The book contains more than 35 case examples from industry experts and practitioners on what they have done to solve specific ABC issues. The book can be used in combination with the ABC of ICT card set for creating awareness, assessing your own worst practices and taking your first practical steps in solving them. This book provides a valuable addition on top of ITIL publications on how to ensure ITSM improvement programs can and do deliver lasting value
Cruising World
None
Business Perspective
Business organisations are increasingly dependent on the electronic delivery of services, irrespective of type or size of organisation, and require high quality information systems (IS) services which can adapt to business and user requirements as they evolve. This publication contains best practice information for IT practitioners on the development and delivery of quality IS services to maximise business objectives and benefits, building on the foundation of the other publications in the information technology infrastructure library (ITIL) series. Topics covered include: the value of information technology for business development; business management frameworks and IS alignment; understanding the business viewpoint; supplier relationship management; roles, responsibilities and interfaces; quality management; as well as giving a bibliography, list of acronyms, a glossary, and some sample/template documents.
Best Practice for Security Management
Security Management is the process of managing a defined level of security on information and IT services. Included is managing the reaction to security incidents.
Service Delivery
Service Delivery is the second element in the new ITILInfrastructure Library to be published. Service providersneed to offer business users adequate support - ServiceDelivery covers all aspects that must be taken intoconsideration. Issues covered include Service LevelManagement, Financial Management for IT Services, ITService ......
Continual service improvement
This publication focuses on continual service improvement (CSI) from both an IT service and IT service management perspective. It introduces the concept of CSI at a high level and defines its value before describing common methods and techniques. The guidance is written for managers and practitioners at all levels.
Kisses Sweeter Than Wine
1977/8. Informed by an Italian diplomat that English Wine producers are using foreign grapes, Nick Storey investigates, but within weeks, one of the English Wine producer's equipment is blown up and his vines ploughed over. The possibility that this is retaliation for a refusal to cooperate with a local mafia in Calabria leads to information about imports through Avonmouth. When an examination of a similar type of import leads to the discovery of $1m in cash, it becomes apparent that the claim about English Wine is purely a pretext for something much bigger, which leads to Rosemary being abducted and a shootout with MOSSAD agents on Avonmouth dock in the middle of the night. "Kisses sweeter than wine" is the twelfth book in a series of detective stores set in HM Customs & Excise, by Richard Hernaman Allen, a former Commissioner.
