Foundations of ITIL®

Foundations of ITIL®

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Foundations of ITIL and its predecessors have become the industry classic guide on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This version has now been upgraded to reflect ITIL V3. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL V3 upgrade. The ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with the Version 2 process approach will be delighted to discover that this new edition of Foundations of ITIL has split out all the processes and describes them in detail. This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations. This title covers the following:Incident management reports to SLM. This process, for instance, can evaluate SLAs objectively and regularly. SLM establish acceptable service levels within which incident management must work. Metrics Metrics make it possible to assessanbsp;...

Title:Foundations of ITIL®
Author:Jan van Bon, Annelies van der Veen
Publisher:Van Haren - 2007-09-09


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