IT Service Management - Global Best Practices Based on ITIL

Author: Sun Qiang
Publisher:
Publish Date: 2006-01-01
Features: The IT Service Management Forum is a non-profit organization primarily managed by its members. It is a significant influencer and contributor to the best practices and standards in the global IT service management field. It is completely independent and not affiliated with any institution, company, or product, being owned entirely by its members. The International IT Service Management Forum (ITSMF) has granted this book formal international recognition through its International Publishing Executive Committee, composed of representatives from ITSMF chapters worldwide. This ITSMF publication has been endorsed by EXIN and designated as the recommended reading for the ITIL Foundation Certification exam. EXIN is an independent global institution that pioneers educational standards and organizes and develops certification exams in the IT field. In recent years, IT service management has evolved into a distinct industry. Currently, organizations are increasingly relying on business process automation, making the quality of IT services and the alignment of these services with organizational needs play a crucial role in the survival of the organization. This book was written by the Dutch chapter of the International IT Service Management Forum based on the latest version of the ITIL books and can serve as: a comprehensive and practical introduction to the field of IT service management, or a guide to understanding the IT Infrastructure Library (ITIL); a self-study guide covering all the materials needed to prepare for the IT Service Management Foundation Certification exam. This book not only comprehensively covers the official syllabus for the ITIL Foundation Certification exam as prescribed by the ITIL Certification Management Association but also includes numerous practical insights compiled by the editorial team. These practical insights, along with the introduction to the field of IT service management, make this book beneficial for readers even if they are not preparing for the certification exam. No publication can address all the questions that arise in a field as debate-heavy as IT service management, where conclusions are often more contested than established. Therefore, the purpose of this book is to pose key questions, encourage readers to engage in more in-depth discussions, and compare the best practices introduced in this book with their own experiences to derive the most suitable implementation methods for their organizational processes. We hope this book not only meets your reading and research needs but also finds wide application in practice.