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Implementing Service and Support Management Processes
The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.
Architecture and Patterns for IT Service Management, Resource Planning, and Governance
Information technology supports efficient operations, enterprise integration, and seamless value delivery, yet itself is too often inefficient, un-integrated, and of unclear value. This completely rewritten version of the bestselling Architecture and Patterns for IT Service Management, Resource Planning and Governance retains the original (and still unique) approach: apply the discipline of enterprise architecture to the business of large scale IT management itself. Author Charles Betz applies his deep practitioner experience to a critical reading of ITIL 2011, COBIT version 4, the CMMI suite, the IT portfolio management literature, and the Agile/Lean IT convergence, and derives a value stre...
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 ......
Achieving and Sustaining Secured Business Operations
Proactively plan and manage innovation in your business while keeping operations safe and secure. This book provides a framework and practices to help you safeguard customer information, prevent unauthorized access, and protect your brand and assets. Securing company operations is a board-level discussion. Across all industries, companies are pouring millions of dollars into taming cybercrime and other related security crime. Achieving and Sustaining Secured Business Operations presents a holistic approach looking top down, bottom up, and sideways. The end goal is to achieve and sustain a safe environment to conduct secured business operations while continuously innovating for competitive ad...
Goalpost
Combat narrative of the Battle for Port Lyautey, a critical action within Operation Torch, the Allied invasion of French Northwest Africa, November 1942, and a key element in turning the tide of the Second World War in the Allies' favor.
Spillover of Adsorbed Species: International Symposium Proceedings
Spillover of Adsorbed Species: International Symposium Proceedings
IT Systems Management
The best-practice guide to managing IT infrastructures–now fully updated! IT Systems Management is an up-to-the-minute guide to maintaining stable, responsive IT production environments. Top IT systems management expert Rich Schiesser illuminates both the theoretical and practical aspects of systems management, using methods and examples drawn from decades of experience leading and consulting with the world’s most complex enterprise IT organizations. This thoroughly updated edition covers every systems management discipline and all elements of success: people, process, and technology. Schiesser shows how to apply best-practice system management throughout all IT infrastructure environmen...
Implementing IT Governance - A Practical Guide to Global Best Practices in IT Management
The issues, opportunities and challenges of aligning information technology more closely with an organization and effectively governing an organization s Information Technology (IT) investments, resources, major initiatives and superior uninterrupted service is becoming a major concern of the Board and executive management in enterprises on a global basis. An integrated and comprehensive approach to the alignment, planning, execution and governance of IT and its resources has become critical to more effectively align, integrate, invest, measure, deploy, service and sustain the strategic and tactical direction and value proposition of IT in support of organizations. Much has been written and ...
