(Ebook) ITIL Service Transition 2011th Edition by Stuart Rance, Colin Rudd, Shirley Lacy, Ashley Hanna ISBN 9780113313068 0113313063

(Ebook) ITIL Service Transition 2011th Edition by Stuart Rance, Colin Rudd, Shirley Lacy, Ashley Hanna ISBN 9780113313068 0113313063

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Product details:

ISBN 10: 0113313063
ISBN 13: 9780113313068
Author: Stuart Rance, Colin Rudd, Shirley Lacy, Ashley Hanna

(Ebook) ITIL Service Transition 2011th Edition Table of contents:

1. Introduction

1.1 Overview
1.2 Context
1.3 ITIL in relation to other publications in the Best Management Practice portfolio
1.4 Why is ITIL so successful?
1.5 Chapter summary

2. Service Management as a Practice

2.1 Services and service management
2.2 Basic concepts
2.3 Governance and management systems
2.4 The service lifecycle

3. Service Transition Principles

3.1 Policies for service transition
3.2 Optimizing service transition performance
3.3 Service transition inputs and outputs

4. Service Transition Processes

4.1 Transition planning and support
4.2 Change management
4.3 Service asset and configuration management
4.4 Release and deployment management
4.5 Service validation and testing
4.6 Change evaluation
4.7 Knowledge management

5. Managing People Through Service Transitions

5.1 Managing communications and commitment
5.2 Managing organization and stakeholder change
5.3 Stakeholder management

6. Organizing for Service Transition

6.1 Organizational development
6.2 Functions
6.3 Organizational context for transitioning a service
6.4 Roles
6.5 Responsibility model – RACI
6.6 Competence and training
6.7 Service transition relationship with other lifecycle stages

7. Technology Considerations

7.1 Knowledge management tools
7.2 Collaboration
7.3 Configuration management system

8. Implementing Service Transition

8.1 Key activities in the introduction of service transition
8.2 An integrated approach to service transition processes
8.3 Implementing service transition in a virtual or cloud environment

9. Challenges, Critical Success Factors, and Risks

9.1 Challenges
9.2 Critical success factors

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Tags: Stuart Rance, Colin Rudd, Shirley Lacy, Ashley Hanna, ITIL Service Transition