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All ITIL Books

ITIL Capacity Management

Is the focal point for all IT performance and capacity issues.  Though other technicians may do most of the work, overall responsibility lies with the Capacity Management process (both operational and developmental).  Including; all hardware, all networking equipment, all peripherals, all software and personnel.

 

ITIL IT Service Continuity Management

Supports the overall Business Continuity Management process by ensuring that the required IT technical and services facilities - including computer systems, networks, applications, telecommunications, technical support and Service Desk - can be recovered within required, and agreed, business timescales.

 

ITIL Availability Management

The main goal is to optimise the capability of the IT Infrastructure, services and supporting organisation to deliver a cost effective and sustained level of availability that enables the business to satisfy business objectives.

 

 

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ITIL Service Level Management
The name given to the process of planning, co-ordinating, agreeing, monitoring and reporting on SLAs - internally with the business or externally with 3rd party providers.  Additionally, the on-going review of service achievements ensuring the required service quality is maintained and gradually improved.  SLAs provide the basis for managing the relationship with the Customer.

ITIL Financial Management for IT Services
Incorporates budgeting, IT Accounting and Charging.  Enables the organisation to fully account for the spend on IT services and to attribute these costs to the services delivered to the organisation’s Customers.To assist management decisions on IT investment by providing detailed business cases for changes to IT services.
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ITIL v2 service delivery

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