Een volledige samenvatting van het boek IT-servicemanagement op basis van ITIL ®. Dit document is van het boek uit 2011 en is inclusief schema’s en afbeeldingen. Let op! Dit is slechts een leidraad. Blijf altijd nog het boek erbij pakken!
Chapters and information are missing. 340 pages in 35 pages was too good to be true.
By: AlkoMasterz • 5 year ago
Translated by Google
Hi Ellard. Too bad to hear it doesn't like it. Chapters have been taken together and repeating (and therefore unnecessary) information has been omitted. The book itself also consists of examples and, in my opinion, loose text. Previous sales have proved nothing wrong. Can I help you personally? Send me a message, I would love to hear from you!
By: tosmart1973 • 6 year ago
By: AlkoMasterz • 5 year ago
Tof! Thanks!
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,Inhoud
Hoofdstuk 1............................................................................................................................................3
Basisbegrippen...................................................................................................................................3
Hoofdstuk 2............................................................................................................................................5
Inleiding op ITSM en Functies van IT-services.....................................................................................5
Hoofdstuk 3............................................................................................................................................8
Concurreren met Informatietechnologie............................................................................................8
Hoofdstuk 4..........................................................................................................................................10
Servicestrategiefase..........................................................................................................................10
Servicestrategie............................................................................................................................10
Service Portfolio Management.....................................................................................................12
Financial management..................................................................................................................13
Demand management..................................................................................................................14
Hoofdstuk 5..........................................................................................................................................15
Serviceontwerpfase..........................................................................................................................15
Service design...............................................................................................................................15
Ontwerp coördinatie.....................................................................................................................16
Service Level Agreement (SLA).....................................................................................................17
Capacity management..................................................................................................................18
Availability management..............................................................................................................19
IT service Continuity Management...............................................................................................21
Information security management...............................................................................................23
Servicetransitiefase...........................................................................................................................24
Service transition..........................................................................................................................24
Change management....................................................................................................................24
Service asset & Configuration management.................................................................................27
Release- en deploymentmanagement..........................................................................................29
Service operation..............................................................................................................................31
Event management.......................................................................................................................32
Incident management...................................................................................................................33
Request fulfillment.......................................................................................................................34
Pro-active problem management.................................................................................................36
Hoofdstuk 6..........................................................................................................................................37
Continual service improvement........................................................................................................37
,Deming Cycle................................................................................................................................37
CSI activiteiten..............................................................................................................................38
CSI en de levenscyclus..................................................................................................................38
,Hoofdstuk 1
Basisbegrippen
Definities
Systeem: een begrensde verzameling onderling samenhangende onderdelen die samenwerken om
doelstellingen te behalen.
Informatiesysteem: Een systeem waarin informatie wordt opgeslagen en getransformeerd, waaruit
informatie wordt opgevraagd en verspreid.
- Gegevens(data)
o Product-, klant-, personeelsgegevens
- Software
o OS, spreadsheet, boekhoud
o Procedures
- Hardware
o Machines
o Media
- Netwerken
o Communicatiemiddelen
- Mensen
o Specialisten
o Eindgebruikers
, Fundamentele functies van een informatiesysteem in het bedrijfsleven
- Ondersteuning van bedrijfsprocessen en operaties
- Ondersteuning van besluitvorming door werknemers en managers
- Ondersteuning van strategieën voor concurrentievoordeel
Grens van informatiesysteem
- Internet
o Iedereen
- Extranet
o Beperkte doelgroep (klanten, leveranciers)
- Intranet
o Eigen organisatie
Locatie is niet bepalend
Beheer informatiesystemen
Alle activiteiten die worden uitgevoerd om informatiesystemen beschikbaar en werkend te houden
én ervoor te zorgen dat de informatiesystemen blijven aansluiten op de behoeftes van de gebruikers.
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