This book provides a detailed guide to IT service management (ITSM), centered around the ITIL framework to enhance IT service delivery. It starts by introducing foundational concepts such as IT services, common challenges in IT departments, and the evolution of ITIL, particularly the 2011 edition. The early chapters cover core topics like service strategy, design, and the ITIL lifecycle, offering a strong foundation for understanding how ITIL aligns with business objectives.
As the book progresses, it delves into key ITIL processes such as service desk management, incident management, problem management, change and release management, and service asset management. Each chapter explains the roles, responsibilities, and best practices for each process, providing actionable advice and real-world examples for effective application. These sections focus on improving service efficiency and handling IT challenges.
The final chapters address advanced topics like service level management, financial management, supplier management, and service continuity. These insights help readers manage resources, build vendor relationships, and ensure business continuity. By the end, readers will be equipped to apply ITIL to optimize IT operations, align them with business needs, and drive continuous improvement.

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Spis treści

Practical IT Service Management. A concise guide for busy executives eBook -- spis treści

• 1. Introduction to IT Service Management
• 2. Overview of ITIL 2011
• 3. The ITIL Lifecycle
• 4. Service Desk Function
• 5. Incident Management
• 6. Problem Management
• 7. Change Management
• 8. Release and Deployment Management
• 9. Service Asset and Configuration Management
• 10. Service Level Management
• 11. Service Catalogue Management
• 12. Capacity Management
• 13. Demand Management
• 14. Availability Management
• 15. Information Security Management
• 16. Access Management
• 17. IT Service Continuity Management
• 18. Financial Management for IT Services
• 19. Supplier Management
• 20. IT Operations Management Function
• 21. General Tips and Advice for IT Service Management