|
The following is a list of all the chapters of the ITIL e-Books. You can access
the chapters that are currently available. New chapters
will be published monthly. If you would like an
email notification as new chapters are released,
please register your name and email address (in
the left column) to receive updates.
Service Support Metrics
Enhancing the ITIL Monitoring and Measuring
Framework
1 - Introduction
2 - Wisdom
Hierarchy
3 - Driving
Factors
4 - Definitive
Measuring Process
5 - ITIL Service Support Monitoring and Measuring - New
6 - Incident Management
7 - Problem Management
8 - Change Management
9 - Release Management
10 - Configuration Management
11 - Summary
Selling ITIL
Building a Case for Pursuing ITIL Best Practices
in your Organization
1 - Introduction
2 - Key Levels in an Organization
3 - Identifying Key Personnel
4 - Different Levels, Different Expectations
5 - Identifying the Expectations of the Key Players
6 - Preparing ITIL Deliverables to Meet the Expectations
7 - Preparing a Case to Sell ITIL to the Key Players
8 - Conclusion
The Goals of ITIL
Exploring the goals of Service Management
1 - Introduction
2 - Incident
Management goals
3 - Problem
Management goals
4 - Change Management
goals
5 - Configuration
Management goals
6 - Release
Management Goals
7 - Service
Level Management Goals
8 - Financial Management for IT Services - New
9 - Capacity Management
10 - Availability Management
11 - IT Service Continuity Management (ITSCM)
12 - Summary
|
