Modern IT Service Management: Best Practices Based on ITIL

Author: Cao Hanping
Publisher:
Publish Date: 2005-06-01
Features:
Practicality. Based on the actual needs of IT service management in China, this book aims to meet business requirements and improve IT service quality and standards, reflecting the common IT management concerns of most enterprises in the country.
Advancement. Keeping pace with the trends of information technology and scientific management, it introduces the most recognized, systematic, and practical management methods in the global IT service field.
Readability and Learnability. The language is concise and fluent, with a well-organized content structure, making complex topics easy to understand. Each topic is accompanied by corresponding thought questions.
Rich Content. It not only systematically and clearly explains the basic theories and architecture of IT service management and ITIL (IT Infrastructure Library) but also provides an in-depth analysis of specific methods and roadmaps for IT service implementation planning.
Wide Applicability. Suitable as a foundational textbook for undergraduate and graduate students in economics and management, computer science, and engineering, as well as a practical reference for IT management professionals and staff in enterprises.
This book systematically and clearly elaborates on the basic theories, architecture, and methods of IT (Information Technology) service management and ITIL (IT Infrastructure Library). Starting from the concepts of service and service management, it gradually expands to cover 15 chapters, including:
Service and Service Management,
Evolution of IT Service Management,
ITIL—Best Practices for IT Service Management,
IT Service Management Lifecycle Model,
IT Service Organizational Structure and Personnel Management,
IT Service Strategy Management,
IT Service Planning Management,
IT Service Quality Management,
IT Service Support Management,
IT Service Delivery Management,
IT Application Management,
IT Service Outsourcing Management,
IT Service Project Management,
IT Service Pricing Management,
and IT Service Management Implementation Planning.
To help readers better grasp the knowledge, this book provides corresponding thought questions for each topic. With rich content, a well-structured layout, and an accessible approach, it is suitable as a textbook for undergraduate and graduate students in economics and management, computer science, and engineering. Additionally, it offers significant reference value for IT management professionals and staff in enterprises.