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Introduction to Incident Management based on ITIL®
Incident Management is one of the most visible processes within the whole IT Service Management discipline and the Service Desk function itself might be described as the face of IT to the organisation. Much of how IT is perceived within your organisation is therefore heavily influenced by these two factors i.e. how users are dealt with by the Service Desk and how efficiently and effectively the Incident Management process operates.
Based on the ITIL® Best Practice framework from the OGC (Office of Government Commerce), this book provides a comprehensive introduction to this important discipline.
• Quality Overview of the Incident Management Discipline• Descriptions of Closely Related Processes (Event Management & Request Fulfillment)• Full Inventory and Description of Necessary Skills• How to Choose Your Integrated Tool-set• Measuring and Improving Incident Management• Complete ITIL® Incident Management Process Description
ITIL® Foundation Examination
The ITIL® Foundation Certification requires candidates to have a reasonable working knowledge of the Incident Management process. This book goes beyond the level of knowledge required for this process and, as such, provides excellent additional study material for the foundation examination.
About the Author
The author is a graduate of the University of Birmingham, England. He was Technical Manager of Apricot International during its heyday and has been involved with IT Service Management in training and consultancy for the past 14 years. He holds the ITIL® Expert certification is a lifetime member of the British Computing Society.