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| rdm itil: IT Service Management Based on ITIL® 2011 Edition Pierre Bernard, 2014-10-01 For trainers free additional material of this book is available. This can be found under the Training Material tab. Log in with your trainer account to access the material. In the world of international IT Service Management the previous editions of this book have acquired an excellent reputation as guidance on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This revised edition is based on ITIL 2011 Edition. It is written in the same concise way as the previous editions and covering all the facts. Readers will find that this title succinctly covers the key aspects of ITIL 2011 Edition. It is endorsed by AXELOS, the official ITIL Accreditor. The ITIL Lifecycle is fully covered. In addition there is much attention to the 26 IT Service Management processes and 4 Functions. These are described in detail. This means that it is easy for all readers to access and grasp the concepts of processes and functions that are so pivotal to many service management day-to-day operations. This title covers the following: Introduction to the Service Lifecycle Lifecycle phase: Service Strategy Lifecycle phase: Service Design Lifecycle phase: Service Transition Lifecycle phase: Service Operation Lifecycle phase: Continual Service Improvement New, compared with the previous edition on ITIL V3, are the processes for Strategy Management and Business Relationship Management. Also the other new and revised concepts of ITIL are covered in this book. Well written and presented, this publication provides a useful addition to the core ITIL publications for anyone wanting to understand IT service management. Kevin Holland, Service Management Specialist, NHS Pierre has produced an extremely useful summary of the current version of ITIL. This will be an invaluable day to day reference for all practitioners. Claire Agutter, ITIL Training Zone |
| rdm itil: ITIL® Intermediate Release, Control and Validation Courseware Pelle Rastock, 2017-03-24 ITIL® Intermediate Release, Control and Validation – 4 days The four courses in Service Capability is aimed at students who need deep knowledge of the processes and the roles of ITIL. Service Lifecycle covered in the course but the primary focus is on processes, functions, roles and activities of its application and use by lifecycle. The courses within the Service Capability is role-based modules, each with a separate certification. Each course includes a grouping of processes and roles within ITIL is intended to give participants a specific knowledge of the practice and application related to the daily work. You’ll learn You get a deeper understanding of the part of the ITIL framework which deals with testing, validation and deployment of services. The course is aimed primarily at people working actively to plan and execute changes in IT services. You get a deeper understanding of the interaction between the requirements definition, testing and deployment as well as the importance of having a well functioning configuration management. Target group The target group of the ITIL Expert Qualification: Release, Control and Validation is: • Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. • Individuals who require a deep understanding of ITIL Certificate in Release, Control and Validation processes and how it may be used to enhance the quality of IT service support within an organization. • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme • Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfilment, Service Evaluation and Knowledge Management, who wish to enhance their role-based capabilities. This may include but is not limited to, IT professionals, business managers and business process owners. Exam The examination is closed book and made up of multiple choice questions based on a scenario. Students will be allowed 120 minutes to answer the questions. You need at least 70% (28/40 points) to pass. Prerequisites Candidates wishing to pass the exam for this qualification must already hold the ITIL Foundation Certificate. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. This product is only for courseware partners, affiliates or designated students. |
| rdm itil: ITIL® 2011 At a Glance John O. Long, 2012-07-01 ITIL® 2011 At a Glance is an important update to the internationally-recognized ITIL® best practices for IT Service Management. ITIL® 2011 At a Glance provides graphical and textual memory joggers for the primary concepts of those best practices. IT organizations worldwide are implementing ITIL® as a vehicle for improving IT service quality and improve return on investment for IT services. This book is an update based on the ITIL 2011 Update. The desk reference’s unique graphical approach will take otherwise complex textual descriptions and make the information accessible in a series of consistent, simple diagrams. ITIL® 2011 At a Glance will be of interest to organizations looking to train their staffs in a consistent and cost-effective way. Further, this book is ideal for anyone involved in planning consulting, implementing, or testing an ITIL® implementation. |
| rdm itil: Agile Application Lifecycle Management Bob Aiello, Leslie Sachs, 2016-06-01 Integrate Agile ALM and DevOps to Build Better Software and Systems at Lower Cost Agile Application Lifecycle Management (ALM) is a comprehensive development lifecycle that encompasses essential Agile principles and guides all activities needed to deliver successful software or other customized IT products and services. Flexible and robust, Agile ALM offers “just enough process” to get the job done efficiently and utilizes the DevOps focus on communication and collaboration to enhance interactions among all participants. Agile Application Lifecycle Management offers practical advice and strategies for implementing Agile ALM in your complex environment. Leading experts Bob Aiello and Leslie Sachs show how to fully leverage Agile benefits without sacrificing structure, traceability, or repeatability. You’ll find realistic guidance for managing source code, builds, environments, change control, releases, and more. The authors help you support Agile in organizations that maintain traditional practices, conventional ALM systems, or siloed, non-Agile teams. They also show how to scale Agile ALM across large or distributed teams and to environments ranging from cloud to mainframe. Coverage includes Understanding key concepts underlying modern application and system lifecycles Creating your best processes for developing your most complex software and systems Automating build engineering, continuous integration, and continuous delivery/deployment Enforcing Agile ALM controls without compromising productivity Creating effective IT operations that align with Agile ALM processes Gaining more value from testing and retrospectives Making ALM work in the cloud, and across the enterprise Preparing for the future of Agile ALM Today, you need maximum control, quality, and productivity, and this guide will help you achieve these capabilities by combining the best practices found in Agile ALM, Configuration Management (CM), and DevOps. |
| rdm itil: ITIL Foundation Essentials Claire Agutter, 2012-09-06 ITIL® Foundation Essentials is a distillation of the critical information you need to understand the key facts for a successful exam. |
| rdm itil: Systems, Software and Services Process Improvement Christian Kreiner, Rory V. O'Connor, Alexander Poth, Richard Messnarz, 2016-08-31 This volume constitutes the refereed proceedings of the 23rd EuroSPI conference, held in Graz, Austria, in September 2016.The 15 revised full papers presented together with 14 selected key notes and workshop papers were carefully reviewed and selected from 51 submissions. They are organized in topical sections on SPI and the ISO/IEC 29110 standard; communication and team issues in SPI; SPI and assessment; SPI in secure and safety critical environments; SPI initiatives; GamifySPI; functional safety; supporting innovation and improvement. |
| rdm itil: Pragmatic Application of Service Management Suzanne Van Hove, Mark Thomas, 2016-12-15 Create a more robust service management system using the best of ITIL®, ISO 20000-1, COBIT® and CMMI®-SVC. Although ITIL’s popularity as a framework for IT service management (ITSM) continues to increase, a number of organisations have realised that its approach is sometimes not quite enough on its own. Many are already working towards compliance with ISO 20000-1 — the international standard for ITSM — but, with the likes of COBIT 5 and CMMI-SVC to consider as well, it can be difficult to determine the best route to take. Until now, there has been little guidance on how to merge these frameworks in order to produce a robust enterprise philosophy for service delivery. Pragmatic Application of Service Management – The Five Anchor Approach provides that guidance. Product overview Completely updated by service management gurus Suzanne D. Van Hove and Mark Thomas, the second edition of Pragmatic Application of Service Management – The Five Anchor Approach provides comprehensive guidance on creating an integrated system based on COBIT 5, ISO 20000, ITIL and CMMI-SVC. This practical book enables service managers to immediately adapt and deploy the guidance, and quickly improve their ITSM function. It now features a short chapter on applying the ‘five anchors’ approach to integrating service management frameworks in very small enterprises (VSEs), and contains four new ‘caselets’ (short case studies). Packed with instructive illustrations, helpful tables and the authors’ very own five anchor approach, this book is ideal for anyone considering adopting, adapting or merging COBIT5, ISO/IEC 20000, ITIL and CMMI-SVC. Better ITSM through integrated best practice Written by service management gurus Suzanne D. Van Hove and Mark Thomas, Pragmatic Application of Service Management – The Five Anchors Approach presents a holistic view of service management, and provides a unique mapping to assist service management practitioners in their information gathering. Contents 1. Why This Book 2. COBIT, ISO/IEC 20000, ITIL and CMMI-SVC 3. Addressing VSEs 4. The Five Anchors 5. Caselet #1 – Governance 6. Caselet #2 – Resource Optimization 7. Caselet #3 – Risk Management 8. Caselet #4 – Achieve Business Outcomes 9. Caselet #5 – Compliance & Improvement 10. Caselet #6 - Strategic Alignment 11. Caselet #7 – Security, Compliance & Risk 12. Caselet #8 - Value-based Portfolio 13. Caselet #9 – Strategy Choice & Market Conditions 14. Caselet #10 – Plan & Use Resources Appendix A– The Map About the authors Dr Suzanne D. Van Hove owns and manages SED-IT, a small service management consulting and training company. She has worked in multiple professional verticals leading or coaching service management initiatives. She has also written and delivered accredited courseware for ITIL® and ISO/IEC 20000, as well as multiple workshops and seminars, both nationally and internationally. She is the current chair for INCITS GIT1 – the US national mirror of JTC1/SC40, the Special Committee for Service Management. She also leads the US mirror for JTC1/SC7/WG24. Dr Van Hove is an adjunct professor at Indiana University, Kelley School of Business and has served on the board of directors of itSMF USA as the knowledge management director. In recognition of her contributions to the service management community, Dr Van Hove was the 2013 recipient of the itSMF USA Lifetime Achievement Award. An opera aficionado and avid rosebush gardener, Dr Van Hove resides in Louisville, KY, USA. Mark Thomas is the founder and president of Escoute Consulting, an IT governance consultancy focusing on helping enterprises realise benefits through risk and resource optimisation. As a nationally known ITIL and COBIT expert with more than 20 years of professional experience, Mark’s background spans leadership roles from data centre chief information officer (CIO) to management and IT consulting. Mark has led large teams in outsourced IT arrangements, conducted project management office (PMO), service management and governance activities for major project teams, and managed enterprise applications implementations across multiple industries. Mark has an array of industry experience in the healthcare, finance, manufacturing, services, high technology and government verticals. When he’s not travelling, Mark lives with his family in the Kansas City, MO, area and claims to be a ‘certified’ barbeque judge in his spare time. |
| rdm itil: IT service management with FitSM Version 3 Anselm Rohrer, Dierk Soellner, 2025-02-27 #html-body [data-pb-style=OG3SBFX]{justify-content:flex-start;display:flex;flex-direction:column;background-position:left top;background-size:cover;background-repeat:no-repeat;background-attachment:scroll}In this book, the authors draw upon their extensive experiences in small and medium sized organizations to provide a ‘practical and application-oriented path’ to address the many challenges in the world of IT service management. Their approach is based upon the FitSM framework, distinguishing 82 concise requirements. It draws upon the ISO/IEC 20000 standard and the COBIT and ITIL frameworks. These requirements help organizations see through the details into what is important. The author’s motto, drawn from FitSM, is “keep it simple”, describing ‘what’ needs to be done, and focusing on 14 core processes - reducing the size and complexity of an ITSM adoption. As the authors stress, those requiring more can look to ITIL, COBIT or other extensive frameworks. For the authors, the strength of the FitSM approach lies in the focus on the ‘requirements’ to be met for a functioning IT service management system, supported by the ‘maturity assessment’ that provides a reference point for continual improvement. Continual improvement needs to be a core capability. Another point of attention is improving maturity “in small steps with small changes”, with an emphasis on addressing the all-important ‘People’ factor. These small improvements are enabled by an easy-to-implement, simply structured approach, backed up by a role model, templates and implementation guides. The implementation guidance will appear in a separate Volume 2. |
| rdm itil: Exploring Services Science Theodor Borangiu, Monica Drăgoicea, Henriqueta Nóvoa, 2016-05-18 This book contains the refereed proceedings of the 7th International Conference on Exploring Service Science (IESS), held in Bucharest, Romania, in May 2016.Service science constitutes an interdisciplinary approach to systematic innovation in service systems, integrating managerial, social, legal, and engineering aspects to address the theoretical and practical challenges of the service industry and its economy. The 45 full papers and 13 short papers accepted for IESS were selected from 119 submissions. The papers consider the topics service exploration theories and processes; modeling service requirements and management of business processes; value co-creation through knowledge management and user-centric services; service design methodologies and patterns; service innovation and strategy; IT-based service engineering; servitization in sustainable manufacturing; product-service systems; business software services and data-driven service design; web service design and service-oriented agents; IoT and mobile apps for public transport service management; e-health services and medical data interoperability; and service and IT-oriented learning and education systems. |
| rdm itil: Exploring Services Science Henriqueta Nóvoa, Monica Drăgoicea, 2015-01-06 This book contains the refereed proceedings of the 6th International Conference on Exploring Service Science (IESS), held in Porto, Portugal, in February 2015. Service science constitutes an interdisciplinary approach to systematic innovation in service systems, integrating managerial, social, legal, and engineering aspects to address the theoretical and practical challenges of the service industry and its economy. The 27 full papers accepted for IESS were selected from 69 submissions. The papers consider the topics service innovation, service exploration, service design, IT-based service engineering, and service sustainability. |
| rdm itil: ITIL(R) 2011 The Story Continues Sharma Dr. Pratul, 2019-09-20 The Complete Beginners' Guide to ITIL Key features 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 DescriptionDr 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. What will you learn Service Strategy & Design, Service Transition & Service Operation Continual Service Improvement Service Operation Functions ITIL(R) 2011 Update Who this book is forThis 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. Table of contents1. The ITIL(R) Story2. Concepts3. The Story Continues -ITIL(R) V 3.04. Service Strategy5. Service Design6. Service Transition & Service Operation7. Continual Service Improvement8. Service Operation Functions9. ITIL(R) 2011 Update10. Few Important Questions to discuss11. The ITIL(R) Story Summary12. Abbreviations About the authorDr Pratul Sharma has been working as an International Trainer, Mentor, Coach & Consultant for past many years after having a successful career in the Industry contributing in all important functions of Global Business Organizations (i.e. sales, presales, delivery, support and consulting etc) during his professional career of more than 2 decades. His Linkedin: linkedin.com/in/drpratulsharmaHis Website: vedangsoftware.com vedangjyotish.com |
| rdm itil: Building an Effective Cybersecurity Program, 2nd Edition Tari Schreider, 2019-10-22 BUILD YOUR CYBERSECURITY PROGRAM WITH THIS COMPLETELY UPDATED GUIDE Security practitioners now have a comprehensive blueprint to build their cybersecurity programs. Building an Effective Cybersecurity Program (2nd Edition) instructs security architects, security managers, and security engineers how to properly construct effective cybersecurity programs using contemporary architectures, frameworks, and models. This comprehensive book is the result of the author’s professional experience and involvement in designing and deploying hundreds of cybersecurity programs. The extensive content includes: Recommended design approaches, Program structure, Cybersecurity technologies, Governance Policies, Vulnerability, Threat and intelligence capabilities, Risk management, Defense-in-depth, DevSecOps, Service management, …and much more! The book is presented as a practical roadmap detailing each step required for you to build your effective cybersecurity program. It also provides many design templates to assist in program builds and all chapters include self-study questions to gauge your progress.</p> <p>With this new 2nd edition of this handbook, you can move forward confidently, trusting that Schreider is recommending the best components of a cybersecurity program for you. In addition, the book provides hundreds of citations and references allow you to dig deeper as you explore specific topics relevant to your organization or your studies. Whether you are a new manager or current manager involved in your organization’s cybersecurity program, this book will answer many questions you have on what is involved in building a program. You will be able to get up to speed quickly on program development practices and have a roadmap to follow in building or improving your organization’s cybersecurity program. If you are new to cybersecurity in the short period of time it will take you to read this book, you can be the smartest person in the room grasping the complexities of your organization’s cybersecurity program. If you are a manager already involved in your organization’s cybersecurity program, you have much to gain from reading this book. This book will become your go to field manual guiding or affirming your program decisions. |
| rdm itil: ITIL V3 umsetzen Rainer Schmidt, 2009 |
| rdm itil: Systems, Software and Services Process Improvement Rory V. O’Connor, Mariye Umay Akkaya, Kerem Kemaneci, Murat Yilmaz, Alexander Poth, Richard Messnarz, 2015-10-15 This volume constitutes the refereed proceedings of the 22st EuroSPI conference, held in Ankara, Turkey, in September/October 2015.The 18 revised papers presented together with 9 selected key notes and workshop papers were carefully reviewed and selected from 49 submissions. They are organized in topical sections on SPI themed case studies; SPI approaches in safety-critical domains; SPI in social and organizational issues; software process improvement best practices; models and optimization approaches in SPI; SPI and process assessment; creating environments supporting innovation and improvement; social aspects of SPI: conflicts, games, gamification and other social approaches; risk management and functional safety management. |
| rdm itil: eScience on Distributed Computing Infrastructure Marian Bubak, Jacek Kitowski, Kazimierz Wiatr, 2014-08-25 To help researchers from different areas of science understand and unlock the potential of the Polish Grid Infrastructure and to define their requirements and expectations, the following 13 pilot communities have been organized and involved in the PLGrid Plus project: Acoustics, AstroGrid-PL, Bioinformatics, Ecology, Energy Sector, Health Sciences, HEPGrid, Life Science, Materials, Metallurgy, Nanotechnologies, Quantum Chemistry and Molecular Physics, and SynchroGrid. The book describes the experience and scientific results achieved by the project partners. Chapters 1 to 8 provide a general overview of research and development activities in the framework of the project with emphasis on services for different scientific areas and an update on the status of the PL-Grid infrastructure, describing new developments in security and middleware. Chapters 9 to 13 discuss new environments and services which may be applied by all scientific communities. Chapters 14 to 36 present how the PLGrid Plus environments, tools and services are used in advanced domain specific computer simulations; these chapters present computational models, new algorithms, and ways in which they are implemented. The book also provides a glossary of terms and concepts. This book may serve as a resource for researchers, developers and system administrators working on efficient exploitation of available e-infrastructures, promoting collaboration and exchange of ideas in the process of constructing a common European e-infrastructure. |
| rdm itil: Common Information Models for an Open, Analytical, and Agile World Mandy Chessell, Gandhi Sivakumar, Dan Wolfson, Kerard Hogg, Ray Harishankar, 2015 Maximize the Value of Your Information Throughout Even the Most Complex IT Project Foreword by Tim Vincent, IBM Fellow and Vice President, CTO for IBM Analytics Group To drive maximum value from complex IT projects, IT professionals need a deep understanding of the information their projects will use. Too often, however, IT treats information as an afterthought: the poor stepchild behind applications and infrastructure. That needs to change. This book will help you change it. Five senior IBM architects show you how to use information-centric views to give data a central role in project design and delivery. Using Common Information Models (CIM), you learn how to standardize the way you represent information, making it easier to design, deploy, and evolve even the most complex systems. Using a complete case study, the authors explain what CIMs are, how to build them, and how to maintain them. You learn how to clarify the structure, meaning, and intent of any information you may exchange, and then use your CIM to improve integration, collaboration, and agility. In today's mobile, cloud, and analytics environments, your information is more valuable than ever. To build systems that make the most of it, start right here. Coverage Includes * Mastering best practices for building and maintaining a CIM * Understanding CIM components and artifacts: scope, perspectives, and depth of detail * Choosing the right patterns for structuring your CIM * Integrating a CIM into broader governance * Using tools to manage your CIM more effectively * Recognizing the importance of non-functional characteristics, such as availability, performance, and security, in system design * Growing CIM value by expanding their scope and usage * Previewing the future of CIMs |
| rdm itil: Effective IT Service Management Rob Addy, 2010-11-19 This book offers practical guidance on delivering and managing IT services in an effective and efficient manner by extending the IT Infrastructure Library approach. It provides a candid look at the relative merits of the currently accepted wisdom regarding the provision of IT services. The book identifies strengths as well as shortcomings in the accepted status quo, presenting an unbiased view of current methodologies and products. |
| rdm itil: Advanced Information Systems Engineering Matthias Jarke, John Mylopoulos, Christoph Quix, Colette Rolland, Yannis Manolopoulos, Haralambos Mouratidis, Jennifer Horkoff, 2014-06-05 This book constitutes the proceedings of 26th International Conference on Advanced Information Systems Engineering, CAiSE 2014, held in Thessaloniki, Greece in June 2014. The 41 papers and 3 keynotes presented were carefully reviewed and selected from 226 submissions. The accepted papers were presented in 13 sessions: clouds and services; requirements; product lines; requirements elicitation; processes; risk and security; process models; data mining and streaming; process mining; models; mining event logs; databases; software engineering. |
| rdm itil: ITIL For Dummies Peter Farenden, 2012-04-23 ITIL For Dummies provides an easy-to-understand introduction to using best practice guidance within IT service management. It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience. Whether readers need to identify their customers' needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users. Understanding how ITIL can help you Getting to grips with ITIL processes and the service lifecycle Implementing ITIL into your day to day work Learn key skills in planning and carrying out design and implementation projects |
| rdm itil: Ermittlung des Reifegrads von Informationstechnologie in kleinen und mittleren Unternehmen Klaus-P. Wagner, 2015-06-01 |
| rdm itil: Consultants & Consulting Organizations Directory Cengage Gale, 2009-05-12 |
| rdm itil: (ISC)2 CCSP Certified Cloud Security Professional Official Practice Tests Mike Chapple, David Seidl, 2022-09-21 The only official CCSP practice test product endorsed by (ISC)2 With over 850 practice questions all new for the 2022-2025 exam objectives, (ISC)2 CCSP Certified Cloud Security Professional Official Practice Tests, 3rd Edition gives you the opportunity to test your level of understanding and gauge your readiness for the Certified Cloud Security Professional (CCSP) exam long before the big day. These questions cover 100% of the CCSP exam domains and include answers with full explanations to help you understand the reasoning and approach for each. Logical organization by domain allows you to practice only the areas you need to bring you up to par, without wasting precious time on topics you’ve already mastered. As the only official practice test product for the CCSP exam endorsed by (ISC)2, this essential resource is your best bet for gaining a thorough understanding of the topic. It also illustrates the relative importance of each domain, helping you plan your remaining study time so you can go into the exam fully confident in your knowledge. When you’re ready, two practice exams allow you to simulate the exam day experience and apply your own test-taking strategies with domains given in proportion to the real thing. The online learning environment and practice exams are the perfect way to prepare and make your progress easy to track. For this new Third Edition, cloud security experts Mike Chapple and David Seidl have delivered an all-new question set for the new CCSP 2022-2025 objectives. These authors are well known for their best-selling (ISC)2 CISSP Certified Information Systems Security Professional Official Practice Tests and now they’ve joined forces again to deliver the same high caliber practice questions for the CCSP exam. |
| rdm itil: ITIL® 4 Foundation Material didático - Português (Brasil) Van Haren Learning Solutions a.o., 2021-09-18 O curso foi projetado como uma introdução ao ITIL 4 e permite que você entenda uma nova maneira de olhar para o Gerenciamento de Serviços de TI através de um Sistema de Valor de Serviço (SVS). A ITIL 4 fornece uma imagem completa do que significa contribuir para o valor dos negócios, além de integrar conceitos de modelos como Lean IT, Agile e DevOps. Este curso é para aqueles que estão envolvidos na prestação de serviços de TI e precisam de uma compreensão das melhores práticas em Gestão de Serviços de TI. O aluno deve passar em um exame contendo 40 perguntas, sem consultas e com 60 minutos de duração, que possui pontuação de aprovação de 65% para receber essa certificação. Você pode fazer o exame a qualquer momento e em qualquer lugar após o curso. O teste é feito através do seu próprio computador supervisionado via webcam. Recomenda-se que os candidatos que desejam fazer o curso e passar no exame para essa qualificação tenham um conhecimento geral de TI e compreensão de seu próprio ambiente de negócios. Você aprenderá: • Entender os principais conceitos de gestão de serviços • Entender como os princípios guia da ITIL podem ajudar uma organização a adotar e adaptar a gestão de serviços • Entender as quatro dimensões da gestão de serviços • Entender os propósitos e os componentes do sistema de valor de serviço ITIL • Entender as atividades da cadeia de valor do serviço e como elas se interligam • Conhecer os propósitos e termos-chave das 18 práticas ITIL • Entender 7 práticas ITIL Conteúdo do curso: • Definições • Conceitos-chave de criação de valor • Conceitos-chave dos relacionamentos de serviços: • A natureza, o uso e a interação dos princípios guia. • O uso dos princípios guia. • As quatro dimensões da gestão de serviços • O sistema de valor de serviço ITIL • A natureza interconectada da cadeia de valor do serviço e como isso suporta fluxos de valor • Entradas, saídas e finalidade de cada atividade da cadeia de valor • O propósito das 18 práticas ITIL • Definições dos principais termos ITIL • 7 práticas ITIL em detalhes, incluindo como elas se encaixam dentro da cadeia de valor de serviço |
| rdm itil: Building Effective Cybersecurity Programs Tari Schreider, SSCP, CISM, C|CISO, ITIL Foundation, 2017-10-20 You know by now that your company could not survive without the Internet. Not in today’s market. You are either part of the digital economy or reliant upon it. With critical information assets at risk, your company requires a state-of-the-art cybersecurity program. But how do you achieve the best possible program? Tari Schreider, in Building Effective Cybersecurity Programs: A Security Manager’s Handbook, lays out the step-by-step roadmap to follow as you build or enhance your cybersecurity program. Over 30+ years, Tari Schreider has designed and implemented cybersecurity programs throughout the world, helping hundreds of companies like yours. Building on that experience, he has created a clear roadmap that will allow the process to go more smoothly for you. Building Effective Cybersecurity Programs: A Security Manager’s Handbook is organized around the six main steps on the roadmap that will put your cybersecurity program in place: Design a Cybersecurity Program Establish a Foundation of Governance Build a Threat, Vulnerability Detection, and Intelligence Capability Build a Cyber Risk Management Capability Implement a Defense-in-Depth Strategy Apply Service Management to Cybersecurity Programs Because Schreider has researched and analyzed over 150 cybersecurity architectures, frameworks, and models, he has saved you hundreds of hours of research. He sets you up for success by talking to you directly as a friend and colleague, using practical examples. His book helps you to: Identify the proper cybersecurity program roles and responsibilities. Classify assets and identify vulnerabilities. Define an effective cybersecurity governance foundation. Evaluate the top governance frameworks and models. Automate your governance program to make it more effective. Integrate security into your application development process. Apply defense-in-depth as a multi-dimensional strategy. Implement a service management approach to implementing countermeasures. With this handbook, you can move forward confidently, trusting that Schreider is recommending the best components of a cybersecurity program for you. In addition, the book provides hundreds of citations and references allow you to dig deeper as you explore specific topics relevant to your organization or your studies. |
| rdm itil: Managing IT in einer digitalen Welt Lionel Pilorget, 2025-01-31 Die IT ist für viele Unternehmen unersetzbar geworden. Die Digitalisierung, die in der Zwischenzeit sich verbreitet hat und die Gesellschaft immer weiter prägt, bleibt eine Priorität für viele Unternehmen. Nun hat die Komplexität zugenommen. Es sei die Wahl eines nachhaltigen Partners für eine Cloud Transformation, die Garantie, dass neue digitale Lösungen absolut sicher sind, oder das Angebot eines modernen Arbeitsplatzes, wo Home Office selbstverständlich ist. Entscheidend und gleichzeitig herausfordernd ist die Tatsache, dass alle Ebenen einer IT Organisation gut zusammenarbeiten müssen, damit das Unternehmen sich erfolgreich weiterentwickeln kann. Es handelt sich um die strategische Ebene mit den entsprechenden strategischen Entscheidungen, in erster Linie make-or-buy Entscheide. Weiterhin muss die taktische Ebene mit der Durchführung von Projekten und Releases und gleichzeitig das Angebot von hochwertigen IT Services sehr gut funktionieren. Die operative Ebene stellt das Fundament dar, wo die Abwicklung aller Tätigkeiten des Unternehmens sichergestellt werden muss. Verfügbarkeit und Performanz sind Key. Das ganze Haus der IT muss in dem Kontext des Unternehmens funktionieren. Die Kultur der Organisation und die Strukturen müssen natürlich berücksichtigt werden. Um eine optimale Transformation der IT ermöglichen zu können, ist es wichtig, ein gutes Verständnis einer IT Organisation zu besitzen und die Zusammenhänge zu verstehen. |
| rdm itil: The ITSM Process Design Guide Donna Knapp, 2010-08-15 The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model. |
| rdm itil: IBM FlashSystem and VMware Implementation and Best Practices Guide Vasfi Gucer, Duane Bolland, Nezih Boyacioglu, Jordan Fincher, David Green, Warren Hawkins, Ibrahim Alade Rufai, Leandro Torolho, IBM Redbooks, 2022-10-26 This IBM® Redbooks® publication details the configuration and best practices for using the IBM FlashSystem® family of storage products within a VMware environment. The first version of this book was published in 2021 and specifically addressed IBM Spectrum® Virtualize Version 8.4 with VMware vSphere 7.0. This second version of this book includes all the enhancements that are available with IBM Spectrum Virtualize 8.5. Topics illustrate planning, configuring, operations, and preferred practices that include integration of IBM FlashSystem storage systems with the VMware vCloud suite of applications: VMware vSphere Web Client (vWC) vSphere Storage APIs - Storage Awareness (VASA) vSphere Storage APIs – Array Integration (VAAI) VMware Site Recovery Manager (SRM) VMware vSphere Metro Storage Cluster (vMSC) Embedded VASA Provider for VMware vSphere Virtual Volumes (vVols) This book is intended for presales consulting engineers, sales engineers, and IBM clients who want to deploy IBM FlashSystem storage systems in virtualized data centers that are based on VMware vSphere. |
| rdm itil: Implementing ITIL Configuration Management Larry Klosterboer, 2007-12-28 Practical, Real-World ITIL Configuration Management—From Start to Finish The IT Infrastructure Library® (ITIL) places the “best practices” in IT operations at your command. ITIL helps you make better technology choices, manages IT more effectively, and drives greater business value from all your IT investments. The core of ITIL is configuration management: the discipline of identifying, tracking, and controlling your IT environment’s diverse components to gain accurate and timely information for better decision-making. Now, there’s a practical, start-to-finish guide to ITIL configuration management for every IT leader, manager, and practitioner. ITIL-certified architect and solutions provider Larry Klosterboer helps you establish a clear roadmap for success, customize standard processes to your unique needs, and avoid the pitfalls that stand in your way. You’ll learn how to plan your implementation, deploy tools and processes, administer ongoing configuration management tasks, refine ITIL information, and leverage it for competitive advantage. Throughout, Klosterboer demystifies ITIL’s jargon, illuminates each technique with real-world advice and examples, and helps you focus on the specific techniques that offer maximum business value in your environment. Coverage includes Assessing your current configuration management maturity and setting goals for improvement Gathering and managing requirements to align ITIL with organizational needs Describing the schema of your configuration management database (CMDB) Identifying, capturing, and organizing configuration data Choosing the best tools for your requirements Integrating data and processes to create a unified logical CMDB and configuration management service Implementing pilot projects to demonstrate the value of configuration management and to test your planning Moving from a pilot to wide-scale enterprise deployment Defining roles for deployment and ongoing staffing Leveraging configuration management information: Reporting and beyond Measuring and improving CMDB data accuracy Covers ITIL version 3. Preface xvii Acknowledgments xxi About the Author xxiii Chapter 1: Overview of Configuration Management 1 Part I: Planning for Configuration Management 17 Chapter 2: Gathering and Analyzing Requirements 19 Chapter 3: Determining Scope, Span, and Granularity 37 Chapter 4: Customizing the Configuration Management Process 55 Chapter 5: Planning for Data Population 67 Chapter 6: Putting Together a Useful Project Plan 85 Part II: Implementing Configuration Management 97 Chapter 7: Choosing the Right Tools 99 Chapter 8: Implementing the Process 117 Chapter 9: Populating the Configuration Management Database 127 Chapter 10: Choosing and Running a Pilot Program 137 Chapter 11: Communication and Enterprise Roll Out 149 Part III: Running an Effective Configuration Management System 161 Chapter 12: Building a Configuration Management Team 163 Chapter 13: The Many Uses for Configuration Information 179 Chapter 14: Measuring and Improving CMDB Accuracy 193 Chapter 15: Improving the Business Value of Configuration Management 207 Index 217 |
| rdm itil: ITIL GUIDE TO SOFTWARE AND IT ASSET MANAGEMENT. DAVID. STATIONERY OFFICE. RUDD BICKET (COLIN.), 2018 |
| rdm itil: Reinventing ITIL® in the Age of DevOps Abhinav Krishna Kaiser, 2018-12-12 Delve into the principles of ITIL® and DevOps and examine the similarities and differences. This book re-engineers the ITIL framework to work in DevOps projects without changing its meaning and its original objectives, making it fit for purpose for use in DevOps projects. Reinventing ITIL® in the Age of DevOpsshows you the relevance of ITIL since the emergence of DevOps and puts a unique spin on the ITIL service management framework. Along the way you will see that ITIL is a mature service management framework and years of maturity will be lost if it’s made invalid. The ideas, recommendations, and solutions provided in Reinventing ITIL in the Age of DevOps can be leveraged in order to readily develop solutions or create proposals for clients. The ideas in this book can be further expanded to deliver seamless services to DevOps projects. What You Will Learn Discover the basics of ITIL and DevOps Compare ITIL and DevOps Understand the structure of a DevOps organization and adapt the ITIL roles to this structure Re-engineer ITIL for DevOps projects Implement major processes such as incident management, configuration management, and change management processes in DevOps projects Automate activities within processes Who This Book Is For Consultants, business analysts, administrators, and project managers who are looking for more information about Dynamics 365. |
| rdm itil: IT Service Management Ernest Brewster, Richard Griffiths, Aidan Lawes, John Sansbury, 2012-05-08 ITIL(R) is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. This guide introduces ITIL to Foundation Exam candidates and offers a practical understanding of IT service management. The new edition is fully updated and contains several additional processes. An ITIL(R) licensed product. |
| rdm itil: Agile project and service management Dorothy J. Tudor, 2010-07-28 The failure effectively to sustain IT systems and react to change - due to the huge investments that organisations make in these systems - is likely to impact on an organisation's bottom line. This means that an ad hoc approach to IT Service management is not an option. It is vital to focus on business value, good ROI, speed to market, and delivery of solutions in response to change. Agile approaches mean an incremental method to change, early delivery of business value, and collaborative work towards change. Understanding and employing ITIL, PRINCE2, and DSDM together can provide the potential for a well run infrastructure which is responsive to change and will not halt progress. This publication offers practical guidance on how to deliver an IT Service by employing ITIL, PRINCE2, and DSDM Atern together and provides an overview of all three approaches, and describes the benefits of each. It also describes the issues that arise from implementing ITIL, the structure and content of PRINCE2, the breadth of DSDM and how they fit together, where the common areas sit, and where the specialities for each exist. |
| rdm itil: Consultants & Consulting Organizations Directory: Descriptive listings and indexes , 2009 |
| rdm itil: ITIL® 2011 Edition - A Pocket Guide Jan van Bon, 2020-06-11 For trainers free additional material of this book is available. This can be found under the Training Material tab. Log in with your trainer account to access the material. Note: This pocket book is available in several languages: English, German, Dutch. Since 2001 the Van Haren Publishing ITIL Pocket Guides have helped readers all over the world to understand the essentials of ITIL (IT Infrastructure Library), the leading framework for IT service management. This pocket guide does exactly the same as previous editions: offering a concise summary of ITIL, based on ITIL® 2011 Edition. We have condensed the full ITIL framework, found in 2000 pages, into just 200 pocket-sized pages! It means that this book is an essential time-saving and cost-effective guide to ITIL 2011 Edition -- for both industry experts and students alike. Primarily it is a quick, portable reference tool to ITIL for all professionals in the service management community. What is the ‘lifecycle’ approach? What are the key service management processes and functions? Secondly the ITIL pocket guide can be used as part of the training material for everyone who wants to certify for the ITIL Foundation exam. The guide contents cover all of the specifications of AXELOS’ ITIL Foundation Certificate syllabus. |
| rdm itil: ITIL Capacity Management Larry Klosterboer, 2011-02-17 The Business-Focused, Best-Practice Guide to Succeeding with ITIL Capacity Management Using ITIL® capacity management processes, IT organizations can eliminate waste and overbuying, reduce both equipment and staffing costs, drive more value from existing investments, and consistently provide the right resources to meet the needs of the business. Now, in this comprehensive, best-practice guide, leading ITIL expert Larry Klosterboer systematically explains how to manage capacity using the ITIL framework and techniques. Drawing on his extensive ITIL experience, Klosterboer covers all facets of ITIL-based capacity management, and offers proven solutions to the challenges IT organizations encounter in implementation. He presents expert guidance on accurately projecting demand and growth, planning and staffing, tool selection, process implementation, and much more. This book’s practical insights will be invaluable to every IT leader who wants to leverage ITIL’s best practices for capacity management, and for every business and technical manager who wants IT to deliver greater value, efficiency, and effectiveness. Coverage includes Making the business case for capacity management Establishing specific goals for capacity management Mastering ITIL capacity management terminology Predicting capacity in dynamic, fast-changing organizations Implementing systems that help you anticipate trends Defining capacity plans, staffing capacity management teams, and implementing ongoing processes Linking capacity with performance management and with other ITIL processes Selecting the right capacity management tools for your environment Integrating capacity issues into your IT project management discipline Using “business capacity planning” to help the entire business become more agile |
| rdm itil: Implementing ITIL Change and Release Management Larry Klosterboer, 2008 |
| rdm itil: ITIL® Service Management Ahmad K. Shuja, 2010-08-31 Who are our customers? What services do we offer our customers and are they willing to pay for these? Would our customers choose another provider? Do we measure our performance in terms of our customers' business performance? Does our governance model allow us to identify and make wise investments? Do we need to align ourselves and integrate with our customers? Where do we start? How can we achieve it while making business benefits transparent and keeping the sponsorship alive? Answering these questions and more, ITIL® Service Management: Implementation and Operation focuses on how to achieve the best return from your IT service management implementation investment, in the least possible time. It discusses the key challenges organizations experience as they leverage ITIL® Version 3 to achieve desired transformations—including the approaches adopted to address those challenges. It includes templates, checklists, implementation patterns, and detailed plans for each pattern to kick start your implementation efforts. Detailing the components needed to implement, operate, and optimize ITIL service management, the text explains the organizational architecture required to achieve Business-IT integration within ITIL. Complete with case studies, examples, problems, and access to additional resources on the author’s website, the book illustrates how to achieve service management excellence with ITIL—in a way that’s seamless to your customers and enables the delivery of business value effectively, visibly, and efficiently. |
| rdm itil: The ITIL Process Manual James Persse, 2016-01-01 This practical guide is a great solution to address the key problem how to implement ITIL and ISO 20000 when initial training has been completed. It supports the basic approaches to the fundamental processes small to medium sized companies will find the concise, practical guidance easy to follow and implement. It avoids the complex, enterprise-wide issues which are not required for many organisations. Each chapter has the following structure: Improvement activities Process inputs and outputs Related processes Tools and techniques Key Performance Indicators Critical Success Factors Process Improvement roles Benefits of effective Process Implementation challenges and considerations Typical assets and artefacts of an Improvement program |
| rdm itil: Foundations of ITIL® V3 Arjen de Jong, Axel Kolthof, Jan van Bon, 2007-09-09 Note: This book is available in several languages: Dutch, English, French, Spanish. Foundations of ITIL and its predecessors have become the industry classic guide on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This version has now been upgraded to reflect ITIL V3. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL V3 upgrade. The ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with the Version 2 process approach will be delighted to discover that this new edition of Foundations of ITIL has split out all the processes and describes them in detail. This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations. This title covers the following: |
| rdm itil: ITIL® V3 - A Pocket Guide Jan van Bon, 2020-06-11 Note: This pocket book is available in several languages: English, German, French. This Pocket Guide is a concise summary of ITIL® V 3. A quick, portable reference tool to this leading standard within the Service Management community. What are the key service management processes? What is the lifecycle approach? |
Storage Snapshots Support - Veeam Agent Management Guide
Jun 2, 2025 · Before you configure a Veeam Agent backup job that will use a storage system snapshot as a data source, you must complete the following steps: Configure the backup …
Overview - Veeam Agent Management Guide
Apr 30, 2025 · Veeam Backup & Replication lets you deploy and manage the following Veeam Agents on computers in your infrastructure: You do not need to install, set up and operate Veeam …
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Dec 11, 2024 · Below are vCenter Server granular permissions required for backup: Privilege Level Required Permissions Direct SAN Access Mode Virtual...
Replica Failover and Failback - Quick Start Guide for VMware vSphere
Mar 28, 2025 · When you perform failover, the VM replica takes the role of the original VM. All processes shift from the original VM on the production host to the VM replica on the secondary …
Storage Snapshots Support - Veeam Agent Management Guide
Jun 2, 2025 · Before you configure a Veeam Agent backup job that will use a storage system snapshot as a data source, you must complete the following steps: Configure the backup …
Overview - Veeam Agent Management Guide
Apr 30, 2025 · Veeam Backup & Replication lets you deploy and manage the following Veeam Agents on computers in your infrastructure: You do not need to install, set up and operate …
Failover to CDP Replica - Veeam Backup Enterprise Manager Guide
Jan 13, 2025 · To perform failover, do the following: On the Machines tab, select a machine processed by a Cloud Director CDP policy. Click Restore vApp. In the Restore Points window, …
Backing Up Physical Machines - Quick Start Guide for VMware …
May 23, 2023 · To back up physical machines, Veeam Backup & Replication uses Veeam Agents: Veeam Agent for Microsoft Windows and Veeam Agent for Linux. You do not need to install, …
Cumulative Permissions - Permissions for VMware vSphere
Jan 9, 2025 · The permissions to create and edit tag categories can only be granted at the root level. This section lists cumulative vCenter permissions required for Veeam Backup & …
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User Guide for VMware vSphere - Veeam Software Help Center
Jun 2, 2025 · RDM virtual disks in virtual mode are supported to create backups based on VMware Changed Block Tracking technology, although there are some restrictions on the …
Configuring Backup from Storage Snapshots - Storage System …
Jun 19, 2024 · During backup and replication jobs, Veeam Backup & Replication reads data of processed VMs from temporary storage snapshots, which speeds up backup and replication …
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Dec 11, 2024 · Below are vCenter Server granular permissions required for backup: Privilege Level Required Permissions Direct SAN Access Mode Virtual...
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