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Building an ITIL-Based Service Management Department
ITIL concentrates on describing IT Service Management Processes, Functions and the Roles to perform those tasks but does not describe how to build a Department to run and manage those processes, leaving the question "How can I structure my organization to most effectively support ITIL Service Management?" This book plugs the gap by explaining
in a structured and logical manner how to build an ITIL based Service Management Department that will both support and supplement those processes.The publication uses terminology consistent with the ITIL Service Management Practices and the ITIL glossary, acronymns and definitions. It embraces and encompasses both ITIL Version 2 and ITIL Version 3
CONTENTS:
1,A Classic departmental structure
2,Overview of a step-by-step approach
3,Step 1 - Preparing the basics
4,Step 2 - Defining departmental parameters
5,Step 3 - Identifying primary ITIL fundamental Tasks
6,Step 4 - Identifying non-ITIL Fundamental Tasks
7,Step 5 - Rationalizing the Fundamental Tasks
8,Step 6 - Creating Associated Fundamental Task Packs
9,Step 7 - Constructing your service Management department
10,Step 8 - Organizational plans and Charts
11,Step 9 - Resourcing your Service Management department
12,Implementing your service Management department
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