IT Service Management, an introduction based on ITIL

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

2、entManagementOrganizationsarenowsodependentontheautomationoflargepartsoftheirbusinesspro-cessesthatthequalityofITservicesandthesynchronizationoftheseserviceswiththeneedsoftheorganizationarenowessentialtotheirsurvival.ThisintroductiontoITServiceManagement,publi

3、shedbyITSMF-NL,isbasedonthelatestanintroductionanintroductioneditionoftheITILbooksonServiceSupportandServiceDeliveryandisintendedtoserveas:•AthoroughandconvenientintroductiontothefieldofITServiceManagementandthe®booksintheITInfrastructureLibrary(ITIL).BASEDONI

4、TIL•Aself-studyguidethatcontainsallthematerialneededtopreparefortheFoundationCertificateexaminationinITServiceManagement.ThisneweditioncontainsadditionalchaptersontworecentlypublishedITILbooks:ICTInfrastructureManagementandApplicationManagement.Whilethisbookma

5、yserveasatext-book,itisnotatheoreticalbook.Instead,itcontainsawealthofpracticalknowledgecollectedbytheeditorialboard.ThispracticalknowledgeandtheintroductiontothefieldofITServiceManagementmakethebookusefulevenforthosenotpreparingfortheexamination.anintroductio

6、nSincenosinglepublicationcanhavetheanswerstoallthequestionsthatariseinafieldsomultifacetedasITServiceManagement,theaimofthebookistoraisekeyquestions,toencouragediscussionsandthecomparisonofthebestpracticesfoundinthebookwiththereader'sownexperience.Weexpectthat

7、thisbookwillfulfillaclearneed,anditdeservesnotjusttobereadandstu-died,butalsotobeusedwiselyinpractice.JanvanBon,chiefeditor.TheITServiceManagementForum(ITSMF)isanot-for-profitorganizationthatisprincipallyoperatedbyitsmembershipandisamajorinfluenceonandcontribu

8、tortoIndustryBestPracticesandStandardsinthefieldofITServiceManagementacrosstheworld.Itisinnowaylinkedtoanyinstitution,companyorproductandiswhollyownedbyitsmembers.TheInternationalI