ITSM Pocket Book - Band 1: Fokus - ITIL (Englisch)
ISBN 3-9810977-0-X
4 farbig innen, broschiert
Inhalt Band 1 Englisch:
Preface:
Michael Kresse about the first Pocket Book: When I founded the Serview division IT Service Management Institute® three years ago as a customer forum for communication over "ITIL & more", the idea of a set of IT Service Management Advanced Pocket Books was born. We wanted to create handy books about the essential contents of IT Service Management. Each book highlights an IT Service Management topic in detail. With this series of books the consciousness necessary to master the forthcoming paradigm change of today's classical IT organizations to process-enterprises has been created. We didnt want to just create a series of books about the area of IT Service Management, but a meaningful mixture of the experiences from our projects and the fundamental methods. Now that the first volume has been published I am pleased that we did it. The IT world is known for its fascination with fashion topics - technically extensive solutions for the most difficult problems that share the spotlight for a very short time until practice shows that this solution is also not the "egg of Columbus" (a solution of striking simplicity). Will IT Service Management also die this fast death? Will no one speak of ITIL & Co. in a few years? For your reassurance: IT Service Management is not a fashion topic. The introduction of ITIL is a far-reaching change of IT organizations and their working methods. It is a radical reorganization that only comes round in decades. The implementation of IT Service Management processes leads to splendid improvements of IT Service and the relationship to the customers. However, these successes have their price: the complete re-alignment of the IT organization. The processes and structures, roles, functions and skills, the training and management systems as well as the premises and infrastructures of the present IT enterprises must be fundamentally reconsidered. Only the IT organizations that are willing to pay this price will profit from IT Service Management.
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