"ITIL® 2011 At a Glance" is an important update to the internationally-recognized ITIL® best practices for IT Service Management. "ITIL® 2011 At a Glance" provides graphical and textual memory joggers for the primary concepts of those best practices. IT organizations worldwide are implementing ITIL® as a vehicle for improving IT service quality and improve return on investment for IT services. This book is an update based on the ITIL 2011 Update. The desk reference’s unique graphical approach will take otherwise complex textual descriptions and make the information accessible in a series of consistent, simple diagrams. "ITIL® 2011 At a Glance" will be of interest to organizations looking to train their staffs in a consistent and cost-effective way. Further, this book is ideal for anyone involved in planning consulting, implementing, or testing an ITIL® implementation.

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Raleigh, USA

John O. Long

Bibliographic Information

Book Title: ITIL® 2011 At a Glance
Authors: John O. Long
Series Title: SpringerBriefs in Computer Science
DOI: https://doi.org/10.1007/978-1-4614-3897-7
Publisher: Springer New York, NY
eBook Packages: Computer Science, Computer Science (R0)
Softcover ISBN: 978-1-4614-3896-0Published: 01 July 2012
eBook ISBN: 978-1-4614-3897-7Published: 01 July 2012
Series ISSN: 2191-5768
Series E-ISSN: 2191-5776
Edition Number: 1
Number of Pages: VIII, 95
Number of Illustrations: 74 b/w illustrations
Topics: Models and Principles, Management of Computing and Information Systems, Innovation/Technology Management, Management

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Table of contents (7 chapters)

Front Matter

Introduction

List of ITIL Processes

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

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