What this book covers

Chapter 1, Conceptualizing IT Service Management, serves as a platform to provide a common understanding of the basic ITSM concepts and clarify the fine differences between frequently misinterpreted terms.

Chapter 2, Managing Incidents and Problems, introduces the purpose, objective, and scope of Incident and Problem Management (IPM) and will help the reader in setting up the process activities and interfaces for having a standard IPM process in their team/division/organization.

Chapter 3, Managing Assets and Configuration, explains the objective and scope of IT assets and Configuration Management and will help the reader in discovering and managing IT assets, as well as managing the software and hardware inventory and handling purchase and contractual agreements.

Chapter 4, Controlling Changes and Releases, explains the purpose, objective, and scope of Change Management and Release Management and will establish their connection with the IPM Process, and also cites the different types of changes and the framework used to effectively manage each of them.

Chapter 5, Service Desk – Where the Value Is Realized, explains why the Help Desk lies at the core of Service Management and how this function can be used to control critical processes.

Chapter 6, Making Life Easier – Handy Features, covers the miscellaneous features in the tool to aid in the day-to-day tasks.