The Service Catalog : Best Practice
Mark. O'Loughlin
Bok Engelsk 2010 · Electronic books.
| Annen tittel | |
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| Utgitt | Zaltbommel : : Van Haren Publishing, , 2010.
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| Omfang | 1 online resource (177 p.)
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| Opplysninger | Description based upon print version of record.. - Foreword; Acknowledgements; Introduction; Chapter 1 Setting the scene; 1.1ITIL and the service catalog; 1.2Why a service catalog; 1.3Business benefits of the service catalog; 1.4We need a service catalog. Make it happen!; 1.5Qualifications and standards; Chapter 2 Definition and basic concepts; 2.1Users and customers; 2.2Utility and warranty; 2.3What is a service?; 2.4The service catalog; 2.5Service records; 2.6The service portfolio; 2.7The basics - twelve guiding principles; Chapter 3 The service catalog; 3.1Service catalog types; 3.2The actionable service catalog. - 6.6Interfaces with ITIL or ITSM disciplines6.7Ownership and roles; 6.8Service packages; 6.9Cost recovery and charge back; Chapter 7 Technology; 7.1Developments; 7.2Technology considerations; 7.3To build or buy a service catalog; Epilogue; Appendix A. Basic concepts for IT service management; Appendix B. Example - A Visit to the doctor; Appendix C. Acronyms; Appendix D. Frameworks; Sources; Index. - Chapter 4 Framework for creating4.1Introduction; 4.2Framework overview; 4.3Initiation; 4.4Planning; 4.5Execution; 4.6Operations; Chapter 5 Design and development; 5.1Basic activities; 5.2Service catalog schematic; 5.3IT service catalog design; 5.4Business service catalog design; 5.5Customer service catalog design; 5.6Actionable service catalog design; 5.7Examples; Chapter 6 Management and organization; 6.1Service catalog management process; 6.2Service catalog management process flow; 6.3Service catalog audit process; 6.4Request fulfillment; 6.5Service level management. - This well-constructed book provides practical advice and information that will help organizations to understand how to design and develop a service catalog and to understand the role that the service catalog performs within the service portfolio. Readers will gain practical information and knowledge that will help with: understanding the full concept of the service catalog understanding the scope of the service catalog building an appropriate service catalog for your organization identifying the true value that the service catalog can deliver to your organizationunderstanding services and
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| Emner | |
| Sjanger | |
| Dewey | |
| ISBN | 9789087535711
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