bITa Center

'IT Service Management best practices' is een meerdelige uitgave van de vereniging ITSMF Nederland. De uitgave wordt geschreven voor en door de IT Service Management markt in Nederland en België. Bijdragen worden jaarlijks streng geselecteerd uit een ruim aanbod, afkomstig van vooraanstaande organisaties in het Nederlandse taalgebied. Hiermee ontstaat een cumulatieve database van 'best practices' die van grote waarde is als naslagwerk voor IT managers.

Het boek wordt benut als platform waarop nieuwe ontwikkelingen voor het eerst uitvoerig kunnen worden beschreven, en biedt een breed overzicht over belangrijke en actuele vraagstukken in heet vakgebied van de IT-dienstverlening.

De missie van ITSMF Nederland is het bevorderen en ondersteunen van innovatie en kennisuitwisseling binnen het vakgebied IT Service Management. ITSMF Nederland is het platform voor IT-serviceorganisaties en opdrachtgevers en leveranciers van IT-diensten. Zij heeft tot doel de innovatie en ondersteuning van her IT service management werkveld te bevorderen en uitwisseling van kennis met verwante vakgebieden te stimuleren.

This publication is commonly known as the ‘Pocket Guide’. It has been designed as a handy reference book for information Technology Service management practioners and for those taking the Foundation Certificate in IT Service Management. It is a complementary publication to the complete IT Infrastructure Library (ITIL) which is discussed in more detail in the section on IT Service Management Best Practice.

The Pocket Guide explains the processes involved in the two key areas of Service management, and thier application to the complete service life-cycle. Service Support and Service Delivery.

This publication covers the main terms and abbreviations that anyone involved in service management would come accross. The dictionary of terms is an ideal source for anyone new to service management who would like to know what and how key terms are defined.

In recent years, IT Service Management has developed into a field in its own right. Organizations are now so dependent on the automation of large parts of their business processes that the quality of IT services and the synchronization of these services with the needs of the organization are now essential to their survival.

This introduction to IT Service Management, published by ITSMF, is based on the latest edition of the ITIL books and is intended to serve as:
a thorough and convenient introduction to the field of IT Service Management and the books in the IT Infrastructure Library (ITIL) a self-study guide that contains all the material needed to prepare for the Foundation Certificate examination in IT Service Management. While this book may serve as a textbook, it is not a theoretical book. Instead, it contains a wealth of practical knowledge collected by the editorial board. This practical knowledge and the introduction to the field of IT service management make the book useful even for those not preparing for the examination.

Since no single publication can have the answers to all the questions that arise in a field so multifaceted as IT Service Management, the aim of the book is to raise key questions, to encourage discussions and the comparison of the best practices found in the book with the reader's own experience.

We expect that this book will fulfill a clear need, and it deserves not just to be read and studied, but also to be used wisely in practice.

This publication is commonly known as the ‘Pocket Guide’. It has been designed as a handy reference book for information Technology Service management practioners and for those taking the Foundation Certificate in IT Service Management. It is a complementary publication to the complete IT Infrastructure Library (ITIL) which is discussed in more detail in the section on IT Service Management Best Practice.

The Pocket Guide explains the processes involved in the two key areas of Service management, and thier application to the complete service life-cycle. Service Support and Service Delivery.

In recent years, IT Service Management has developed into a field in its own right. Organizations are now so dependent on the automation of large parts of their business processes that the quality of IT services and the synchronization of these services with the needs of the organization are now essential to their survival.

This introduction to IT Service Management, published by ITSMF, is based on the latest edition of the ITIL books and is intended to serve as:
a thorough and convenient introduction to the field of IT Service Management and the books in the IT Infrastructure Library (ITIL) a self-study guide that contains all the material needed to prepare for the Foundation Certificate examination in IT Service Management. While this book may serve as a textbook, it is not a theoretical book. Instead, it contains a wealth of practical knowledge collected by the editorial board. This practical knowledge and the introduction to the field of IT service management make the book useful even for those not preparing for the examination.

Since no single publication can have the answers to all the questions that arise in a field so multifaceted as IT Service Management, the aim of the book is to raise key questions, to encourage discussions and the comparison of the best practices found in the book with the reader's own experience.

We expect that this book will fulfill a clear need, and it deserves not just to be read and studied, but also to be used wisely in practice.

Auteurs: Bert Hedeman en Gabor Vis van Heemst

In dit Nederlandstalige boek wordt een volledige en goed gestructureerde uitleg gegeven van de programmamanagementmethode MSP (Managing Successful Programmes). De aanleidingen om te kiezen voor deze methode zijn helder: - MSP faciliteert heldere besluitvorming en mandatering bij het maken van keuzen en stellen van prioriteiten
- Kent heldere verdeling van taken, verantwoordelijkheden en bevoegdheden
- Levert een kapstok om complexe, strategische veranderingen te managen;
- Heeft een expliciete focus op het managen en realiseren van de baten;
- Geeft de mogelijkheid om in te spelen op een veranderende omgeving

Net als ITIL en Prince2, is MSP een geregistreerd handelsmerk van de in Engeland gevestigde OGC (Office of Government Commerce). Bert Hedeman en Gabor Vis van Heemst zijn tevens de medeauteurs van de succesvolle uitgave Projectmanagement een introductie op basis van Prince2 (verkrijgbaar in Nederlands, Engels en Duits). Aangezien programmamanagement een steeds grotere rol speelt in het werkveld van de IT-managers, is deze uitgave opgenomen in de reeks Best Practice IT Management.

This publication is commonly known as the ‘Pocket Guide’. It has been designed as a handy reference book for information Technology Service management practioners and for those taking the Foundation Certificate in IT Service Management. It is a complementary publication to the complete IT Infrastructure Library (ITIL) which is discussed in more detail in the section on IT Service Management Best Practice.

The Pocket Guide explains the processes involved in the two key areas of Service management, and thier application to the complete service life-cycle. Service Support and Service Delivery.

'IT Service Management: een samenvatting op basis van ITIL' is de handzame pocketformaat uitgave van het succesvolle ITSMF-boek 'IR Service management; een introductie op basis van ITIL'. Het bevat de belangrijkste figuren en kernbegrippen uit het introductieboek in een compacte tekst en een handig formaat.

ITSMF is de brancheorganisatie voor IT-serviceorganisaties en afnemers en opdrachtgevers van IT-diensten. Zij heeft tot doel de innovatie en ondersteuning van IT service management te bevorderen. ITSMF is een vereniging, met 450 organisaties als lid, waart aanbieders en afnemers gelijktijdig zijn vertegenwoordigers. In de vereniging staat uitwisseling van kennis en ervaring tussen vakgenoten centraal.