IT Service Management : An Introduction

In recent years, developments in information technology have had a major impact on business processes, and quality IT service management is now an essential part of any successful business organisation.

This CD-ROM contains information on best practice and new developments in the field of IT service management, and is intended to serve as a self-study guide for the Foundation Certificate examination.

Key aspects of IT service management support and delivery are covered, including problem management, configuration management, change management, service desk activities, financial aspects, capacity and continuity management, security issues and ICT infrastructure management.

The publication is produced by the IT Service Management Forum, an independent, non-profit industry organisation.

This publication is also available in print format (2004 ed., ISBN 9077212280).