IT Service Management, an introduction based on ITIL

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1、coverengelsnieuw.xpd16-08-200409:37Pagina1ITServiceManagementanintroductionITServiceManagementITServiceTHEITSERVICEMANAGEMENTFORUMManagementITServiceITServiceanintroductionBASEDONITIL®Inrecentyears,ITServiceManagementhasdevelopedintoafieldinitsownright.ManagementManagementOrganizationsarenowsode

2、pendentontheautomationoflargepartsoftheirbusinesspro-cessesthatthequalityofITservicesandthesynchronizationoftheseserviceswiththeneedsoftheorganizationarenowessentialtotheirsurvival.ThisintroductiontoITServiceManagement,publishedbyITSMF-NL,isbasedonthelatestanintroductionanintroductioneditionofth

3、eITILbooksonServiceSupportandServiceDeliveryandisintendedtoserveas:•AthoroughandconvenientintroductiontothefieldofITServiceManagementandthe®booksintheITInfrastructureLibrary(ITIL).BASEDONITIL•Aself-studyguidethatcontainsallthematerialneededtopreparefortheFoundationCertificateexaminationinITServi

4、ceManagement.ThisneweditioncontainsadditionalchaptersontworecentlypublishedITILbooks:ICTInfrastructureManagementandApplicationManagement.Whilethisbookmayserveasatext-book,itisnotatheoreticalbook.Instead,itcontainsawealthofpracticalknowledgecollectedbytheeditorialboard.Thispracticalknowledgeandth

5、eintroductiontothefieldofITServiceManagementmakethebookusefulevenforthosenotpreparingfortheexamination.anintroductionSincenosinglepublicationcanhavetheanswerstoallthequestionsthatariseinafieldsomultifacetedasITServiceManagement,theaimofthebookistoraisekeyquestions,toencouragediscussionsandthecom

6、parisonofthebestpracticesfoundinthebookwiththereader'sownexperience.Weexpectthatthisbookwillfulfillaclearneed,anditdeservesnotjusttobereadandstu-died,butalsotobeusedwiselyinpractice.JanvanBon,chiefeditor.TheITServiceManagementForum(ITSMF)isanot-for-profitorganizationthatisprincipallyoperatedbyit

7、smembershipandisamajorinfluenceonandcontributortoIndustryBestPracticesandStandardsinthefieldofITServiceManagementacrosstheworld.Itisinnowaylinkedtoanyinstitution,companyorproductandiswhollyownedbyitsmembers.TheInternationalI