Servicing ITIL: A Handbook of IT Services for ITIL Managers and Practitioners
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| Paperback: | 254 ページ |
| 出版社: | Trafford Publishing |
| 出版日: | 2007年9月20日 |
| ISBN: | 1425140327 |
| ISBN-13: | 9781425140328 |
| 参考価格: | $24.95 |
| 価格: | $24.95 |
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| 送料 | ￥805 / ￥358 | ||
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関連商品
- Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives
- Architecting ITIL
- Implementing ITIL: Adapting Your IT Organization to the Coming Revolution in IT Service Management
- The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps
- Metrics for IT Service Management
内容説明
The recent version of ITIL is architected around a Service Lifestyle - but what services does IT really deliver that belong to that lifestyle? Rather than discuss ITIL theory around Service Catalogs and Portfolios, this book gives you the actual IT service descriptions for running, operating and managing an entire IT infrastructure. It's all here - complete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes and much more all packed into this one handbook! Just about every IT service is described in this book. Take what service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfoliios. All the services needed to effectively support and deliver IT services are at your fingertips with this one book.
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- レビュー数: 8件
- 平均評価:
: R. Bailey Salt Lake City, UT USA - 2009年6月4日threadbare information on actually servicing ITIL
This book is nothing more than a few lists of example services in the format of an outline. It's the kind of work you would see from a college student turning in a report that had to be 250 pages long. It is filled with fluff and provided minimal help as we put together our own organization's service catalog.
: Joseph J. Benton None - 2009年3月8日Fails to deliver
Let me start off by saying that I have been working in IT for over 20 years, from the days of mainframe batch jobs and punched cards. One of my current duties is as a Contract Technical Representative (CTR) for the Navy-Marine Corps Intranet, the largest outsourced intranet in the world. I'm quite familiar with the service catalog and service management methodologies currently part of the ITIL framework. I bought this book after reading the first few pages, which gave some great examples of some of the frictions experienced between IT shops and their customers, something I was familiar with.
The book starts out with 2 excellent chapters on the benefits of a service approach and service basics. But then from the third chapter to the end of the book it gives what is supposed to be a service portfolio, but in actuality is just a list of internal tasks performed by the IT shop.
For example it has "clock management", "facilities management", and "IT workforce management" as services listed in the catalog. I can't imagine an end user ordering these things. These are internal IT services that the end users never see. An end user would order a fixed workstation seat with certain hardware and software components with a login account and e-mail box with certain storage limits, and service desk support. They would expect the other things such as setting the clock and keeping the correct number of people to man the service desk to be internal IT functions.
I would have to say that the service catalog in this book was not written for ITIL, but taken from some other source (maybe an older book), with 2 ITIL chapters stuck on the front as an attempt to pass the whole thing off as ITIL. If you are working on your resume and want some generic IT tasks to throw in there, you can probably use some information from this book. But if you are looking for real examples of services your IT shop can offer and publish in a service catalog, you might want to look elsewhere.
: M. C. Baker Hillsboro, Or - 2008年10月6日Good template for building your first implementation of ITIL
Very well structured foundation for developing the work breakdown structure you need to staff ITIL. Lays a good framework for designing processes to ensure all the bases are covered. I recommend this book as a good suppliment to ITIL adoptors who are laying the groundwork for their organizations.
: Juan Jimenez San Juan, PR - 2008年7月19日Delivers exactly what the cover says it will.
I am an ITIL V2 Service Manager and ITIL V3 Expert with multiple practitioner certifications. I am also an ITIL assessor for an ITIL examination institute. I know Randy Steinberg and teach ITIL for some of the same customers he does. To be perfectly honest, at first I was somewhat skeptical of his idea that all IT organizations deliver essentially the same services. Having read this book, though, I understand now exactly where he is coming from. This book is an excellent starting point and guide to a very, very difficult task for organizations implementing ITIL -- defining the Service Catalog in business language, rather than technical terms. If you consider that a good Service Catalog can lay the foundation for a correct Configuration Management Database, and that the CMDB is the key to good Service Management processes and functions, this book is an invaluable tool for anyone implementing ITIL.
: Bruno S. Cruz Rio de Janeiro, Brazil - 2008年6月1日Awfull book. Read review first!
I'am certified IPSR and IPRC, and i have some knowledge about IT governance and ITIL. I bought this book, hoping that this material could give me a broder view of ITIl and practical examples of ITIL implementations and real-life challenges. However this books its only a service catalog, with a dozens of example services and its descriptions. And thats it! If you're looking for real-life examples or simply ITIL methodology or proccess descriptions forget about it. Take another book.
