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ITSM Process Assessment Supporting ITIL

 

Auteur: Béatrix Barafort, Valérie Betry, Stéphane Cortina, Michel Picard

Engels - eBook (PDF)

233 pagina's  |  Van Haren Publishing  |  februari 2017

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BESCHRIJVING

The key to any successful IT Service Management solution are strong, clear processes that are fit for purpose. The continual cycle of service improvements must therefore look at the existing processes and assess how effective they are within changing business requirements. This innovative title not only looks at this fundamental process assessment, it does it using the key ISO/IEC standard in this area. In brief, this title explains the meeting between two standards: * ITIL: the de facto standard in IT Service Management. * ISO/IEC 15504 Information technology - Process assessment Readers can therefore be confident of a strong, well-thought out and solid approach which will help identify: - The concepts of process assessment and process maturity - How to plan and perform a process assessment - How to use the approach - How to launch an improvement process starting with an assessment project Because it focuses on 10 key processes the TIPA framework can be applied with equal success to ITILv2, ITIL v3 or to the ISO/IEC 20000. This manual will also convey valuable information for understanding the roles and differences between: process assessment, traditional conformity assessment, audit and self-assessment suite. Finally, it is illustrated with real-life case studies, which highlight what should be done and what should be avoided. The reader will thus learn process assessment based on genuine experiences.

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DETAILS

Auteur(s)Béatrix BarafortValérie BetryStéphane CortinaMichel Picard
RedacteurJane Chittenden
Soort boek eBook, 233 pagina's
Bestandstype PDF
Uitgever Van Haren Publishing , Verschijningsjaar: 2017
ISBN-13 9789401801263
ISBN-10 9401801266
Taal Engels

JE VINDT DIT BOEK IN:

Categorieën Studieboeken  >  ICT
Studieboeken  >  ICT
Serie Best practice
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