The Application Service Library IT is explained in this manual for managers, consultants, and service managers. The only public domain application management standard in the world, the ASL's best practices are covered as well as all the processes needed to provide a comprehensive application management service and create standard work processes, helping reduce costs and improve the quality of service.

ASL: A Framework For Application Management

van der Pols, Remko

Computers & Technology

Van Haren Pub

An introduction to IT service management as well as an introduction to the books in the IT infrastructure library, this manual also serves as a test preparation guide to the Foundation Certificate exam on IT service management. Based on the latest edition of the ITIL books on service support and service delivery, the text encourages discussion and comparison of best practices based on IT managers' own experiences.

IT Service Management: An Introduction

Jan Van Bon

A concise introduction to the IT Service Capability Maturity Model (IT Service CMM) - a maturity growth model that can be used to improve the processes of IT service providers. This title explains how the IT Service CMM can be applied to improve your organization, and enables you to have sufficient knowledge of the IT Service CMM with the model specification itself.

It Service Cmm: A Pocket Guide

Business & Money

Viktor Clerc

Frank Niessink

Education & Reference

Containing proven and practical implementation, maintenance, and optimization advice to the IT service and support environment. Authored by widely respected practitioners and experts, and developed with a hands-on approach. It provides a holistic view for setting up a Support Centre and gives a reference for Support managers to evolve their existing Support Centre, guidance to implementing ITIL processes and other Support Centre processes not in ITIL and a focus on operational metrics for the Support Centre.

Implementing Service And Support Management Processes: A Practical Guide

Carrie Higday-Kalmanowitz

The book fully covers the official syllabus of the ITIL Foundations exam, as it is set by the ITIL Certification Management Board. It contains the same chapters on Service Support, Service Delivery and Security Management as the official "Introduction to ITIL", plus a case description with questions, and an additional chapter on exam preparation, making it even more useful as a study guide for the ITIL Foundation exam While this book may serve as a textbook, it is not a theoretical book. Instead, it contains a wealth of practical knowledge collected by the editorial board. This practical knowledge and the introduction to the field of IT service management make the book useful even for those not preparing for the examination Since no single publication can have the answers to all the questions that arise in a field so multifaceted as IT Service Management, the aim of the book is to raise key questions, to encourage discussions and the comparison of the best practices found in the book with the reader's own experience.

Foundations of IT Service Management: based on ITIL (English version)

Program management is the co-ordination, organization, direction and implementation of a portfolio of related projects to achieve a defined outcome and realize specified benefits. It delivers change in manageable phases with formal review points for checking progress against plans. Program management is particularly suitable for delivery of change (which might be new ways of working, organisational restructure, implementing a new policy initiative). It enables the organisation to focus on outcomes- "where we want to be"- while allowing flexibility in the route to those outcomes.

Programme Management Based on MSP: A Management Guide

Jane Chittenden

Management & Leadership

With the publication of ISO 9001:2000, there is now a single quality management requirements standard that is applicable to all organisations, products and services. ISO 9001:2000 is the only standard that can be used for the certification of a QMS and its generic requirements can be used by any organisation. ISO 9001:2000 applies to all types or organisations. It is the quality standard which specifies the requirements of quality management systems for use where organisations need to demonstrate their capability to provide products and services which meet both customer needs and relevant regulatory requirements. It will prove invaluable to all quality managers, internal auditors and anyone involved in the management and understanding of ISO 9001:2000. It also acts as a handy reference for professional auditors to the requirements for auditing ISO 9001:2000.

ISO 9001: 2000: The Quality Management Process (Best Practice)

Tricker, Ray

Modern IT managers are confronted with an overwhelming number of management frameworks, methods and methodologies – making it difficult to see the wood for the trees. In addition many IT service providers believe they can’t be taken seriously if they don’t also have a proprietary framework to offer – which makes it even more difficult to find your way through the framework forest. This title covers the most important frameworks in use, in a neutral and objective way, so that readers can better understand the potential value of each instrument. Each framework is described by a well-known expert in that field, in a structured format, to emphasize the specific characteristics. A consistent approach to each chapter allows easy comparison between the instruments: a description of each framework, the origin/history, where the instrument is used, description and core graphics, approach/how to, relevance to IT management, strengths and weaknesses, cross-references/relationships and links and literature. This title is a reliable and consistent reference guide, whether it is used as a first introduction to frameworks you haven’t seen before, or as a quick reference guide to the core information on the frameworks you already know. In all cases the guide should provide a valuable information source for modern IT managers. Frameworks are included: TQM, ISO19000, TickIT, ISO27001, ISO/IEC 20000, IT Service CMM, Six Sigma, eSCM-SP, IT Balanced Scorecard, AS8015-2005, CoBIT, M_o_R, Generic Framework for Information Management, BiSL, ISPL, ITIL, eTOM, ASL, MSP, PRINCE2, PMBOK, ICB

Frameworks for It Management: An Introduction

• Covers all Foundation Exam Content • Contains Official Sample Exams • Contains Official Glossary of terms • Great fold-flat format for class training • Processes explained separately to support post exam implementation • 230 pages means fantastic value for money This new title covers all the material found in the ITIL® Foundations Exam. Its 230 pages cover everything you need to know to pass the exam and in addition the Official OGC sample exams are included at the end of each chapter. The title separates out the processes within each lifecycle stage making this a handy and convenient title to take back to the work place and to start implementing Best Practices as found in the Foundation training course. The book also contains official ITIL diagrams and Glossary of terms which are fully licenced by the British Government. Great ‘fold flat’ binding makes it ideal for all training courses!

ITIL V3 Foundation Exam: The Study Guide

Tjassing, Ruby

de Jong, Arjen

Kolthof, Axel

Pieper, Mike

This 2007 Edition is based on TOGAF Version 8.1 with Technical Corrigendum U065 applied, also known as TOGAF Version 8.1.1. As a comprehensive, open method for enterprise architecture, TOGAF 8 complements, and can be used in conjunction with, other frameworks that are more focused on specific aspects of architecture or for vertical sectors such as Government, Defense, and Finance. TOGAF may be used freely by any organization wishing to develop an enterprise architecture for use within that organization

TOGAF 2007 Edition (Incorporating 8.1.1) (Togaf Series)

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