Modern IT Service Management Based on ITIL Best Practices

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 levels, reflecting the common IT management concerns shared by most enterprises in the country.
Advancement. Keeping pace with the development 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 it easy to understand. Each topic is accompanied by corresponding reflection 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 the 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 disciplines across various educational levels. It also offers significant practical reference value for managers and staff engaged in IT management 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:
1. Service and Service Management
2. Evolution of IT Service Management
3. ITIL—Best Practices for IT Service Management
4. IT Service Management Lifecycle Model
5. IT Service Organization Structure and Personnel Management
6. IT Service Strategy Management
7. IT Service Planning Management
8. IT Service Quality Management
9. IT Service Support Management
10. IT Service Delivery Management
11. IT Application Management
12. IT Service Outsourcing Management
13. IT Service Project Management
14. IT Service Pricing Management
15. IT Service Management Implementation Planning
To help readers better grasp the knowledge, each topic is accompanied by corresponding reflection questions. The book is rich in content, well-structured, and easy to understand, making it suitable as a textbook for undergraduate and graduate students in economics and management, computer science, and engineering disciplines. At the same time, it offers significant reference value for managers and staff engaged in IT management in enterprises.