Boek The ITIL Process Manual (Engels)

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