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IT Service Management Tutorial (eBook)

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This is a guide to IT Service Management (ITSM) using the IT Infrastructure Library (ITIL) approach. It is aimed at both technical and non-technical IT management professionals and contains a combination of management, procedural and technical information on implementing ITSM. Upon completion of this tutorial, and by accessing the resources in Safari Books Online, you will have an understanding of the core elements and components of ITSM. This includes the different facets of incident, problem, change and knowledge management, combined with practical details on the metrics and measurement of ITSM methods described, and enhanced with practical guidance on how to use these methodologies in practical settings.

This is a guide to IT Service Management (ITSM) using the IT Infrastructure Library (ITIL) approach. It is aimed at both technical and non-technical IT management professionals and contains a combination of management, procedural and technical information on implementing ITSM. Upon completion of this tutorial, and by accessing the resources in Safari Books Online, you will have an understanding of the core elements and components of ITSM. This includes the different facets of incident, problem, change and knowledge management, combined with practical details on the metrics and measurement of ITSM methods described, and enhanced with practical guidance on how to use these methodologies in practical settings.


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