ITIL Service Operation (Best Management Practice)

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Description

By that specialize in delivery and regulate process activities, ITIL Service Operation describes how a highly desirable steady state of managing products and services will also be achieved on a daily basis. Key Features The up to date ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6) to toughen consistency and aid navigation. Some content has been reorganized to toughen go with the flow and readability, and ensure alignment across the suite including clarification around interfaces, and inputs and outputs across the service lifecycle. Terminology has been clarified and made consistent across the publications and the ITIL glossary. Summary of Updates from the Creator Process flows have been up to date or added for all processes including request fulfilment, access management and event management. Key principles including guidance around service requests and request models, and proactive problem management have been clarified. The publication has been up to date to provide an explanation for how basic events go with the flow into filters and rule engines to produce meaningful event information. The relationship between application management activities versus application development activities is also clarified. Other clarifications include an expanded section on problem analysis techniques, procedure go with the flow for incident matching and further guidance for escalating incidents to problem management. In addition, the guidance for managing physical facilities has been expanded.

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