IT Service Management - An Introduction based on ISO 20000 and ITIL V3

I N T R O D U C T I O N
SERVICES AND ORGANIZATIONS
People - Process - Technology - Partners - Information
What is an IT service
Organization and Policies
Communication in IT service organizations
I T SERVICE MANAGEMENT
What is IT Service Management
Organizational maturity
Benefits and risks of ITSM frameworks
Standards, best practices and useful frameworks
ITIL - THE IT SERVICE LIFECYCLE
Introduction to ITIL
Organizations
ITIL exams
Service lifecycle: concept and overview
Service strategy
Service design
Service transition
Service operation
Continual service improvement
FUNCTIONS AND PROCESSES FOR IT SERVICE MANAGEMENT
Process, service and customer-focused organisations
Processes and process models
Process, line and 'miscellaneous activities'
Functions and processes
An overview of function and process clustering
Order of presentation
Functions and processes
Financial Management
Service Portfolio Management (SPM)
Demand Management
Business Relationship Management (BRM)
Service Catalogue Management
Service Level Management
Capacity management
Availability Management
IT Service Continuity Management
Information Security Management
Supplier Management
Transition Planning and Support
Change Management
Service asset and configuration management (SACM)
Release and deployment management
Service Validation and Testing
Evaluation
Knowledge management
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Monitoring and control
IT Operations
Service Desk
CSI Improvement Process
Service Reporting
INTRODUCTION TO ISO20000
STANDARDS AND FRAMEWORKS RELATING TO IT SERVICE MANAGEMENT
Quality Management: TQM
EFQM
ISO 9000
ISO/IEC 20000
TOGAF(TM)
TickIT
ISO 19770
ISO 15504
ISO

Jan van Bon is responsible for managing the content of the ITSM Library which is published on behalf of ITSMF International. He represents itSMF-NL on itSMF-International's Publication Committee.
During the last 8 years he produced around 40 books on IT Service Management, and many translation projects. Apart from managing large numbers of publications he also advises small and large organizations in quality improvement projects, and he is a respected and accredited trainer.