A Basic Approach to ITIL Service Operation: Setting the Foundation for ITIL V3

Here is a book written for CIOs, CTOs, and executive managers who want to learn more about Service Operation, a core ITIL lifecycle phase. In today's business and economic climates, more and more CIOs and CTOs are being asked to establish quality controls throughout their organizations. And when it comes to IT operations (the management of data centers, infrastructures, and technical support teams) ITIL has become the de facto worldwide standard. And so, more and more CIOs and CTOs are implementing one or more components of ITIL. This book is written primarily for those executives who are charged with this new mission, specifically a mission that includes IT services and their operations. This audience can benefit from a book that presents a strategic picture of the scope and reach of the Service Operation slice of ITIL without delving too deeply into the nuances of tactical implementation details. With this book, executives should be able to position their teams for an effective Service Operation design and implementation effort.

The author, James Persse, presents a fundamental look at Service Operation with a focus on design and implementation while avoiding jargon, and concentrating on the activities, assets, and artifacts that make for a successful program.

Covers...
- Service Desk
- Incident Management
- Problem Management
- Event Management
- Request Fulfillment
- Access Management
- Monitoring & Control
- IT Operations

Plus...
- Complete Overview of ITIL V3
- Typical Assets and Artifacts for each Service Operation area
- Tips and Techniques for Successful Implementation
- Sample Key Performance Indicators and Critical Success Factors