Dr. Pratul Sharma’s exposure to working Industry movers, good practices of IT Service Management and Project Management has enabled him to work closest to the minds of knowledge workers of today’s Industry. This book is a collection of Dr. Pratul Sharma’s real-life examples explaining the concepts of IT Service Management and ITIL which have proven to be the most important aspects of the learning journey of service industry professionals. The examples quoted herein are from the author own experience. The book also provides some entering questions which may be pondered during client discussions or job interviews.
The Complete Beginners' Guide to ITIL
Explains ITIL service strategy and guiding principles
Covers all ITIL processes, roles, and functions
Describes the ITIL service lifecycle and standards for service design and development
An explanation is given in untraditional Layman’s language, with easy to follow examples
Explores issues of creating and maintaining value for clients through monitoring
What Will You Learn
Service Strategy & Design, Service Transition & Service Operation
Continual Service Improvement
Service Operation Functions
ITIL® 2011 Update
Who This Book is For
This book is a humble attempt to support the endeavour, where an effort has been made to make the knowledge simple and easy to understand even to the professionals who are not IT literate. Even a banker could read the manuscript of the book and easily understand the good practices of IT Service Management described therein. This book will help the readers to understand the relatively new discipline called IT Service Management better.