FUNDAMENTOS DO GERENCIAMENTO DE SERVIÇOS EM TI - BASEADO NO ITIL

In recent years, IT Service Management has developed into a field in its own right. Organizations are now so dependent on the automation of large parts of their business processes that the quality of IT services and the synchronization of these services with the needs of the organization are now essential to their survival.

This introduction to IT Service Management, published by ITSMF-NL, is based on the latest edition of the ITIL books on Service Support, Service Delivery and Security Management, and is intended to serve as:

a thorough and convenient introduction to the field of IT Service Management and the core books in the IT Infrastructure Library (ITIL).

a self-study guide that contains all the material needed to preparefor the Foundation Certificate examination in IT Service Management.

The book fully covers the official syllabus of the ITIL Foundations exam, as it is set by the ITIL Certification Management Board. It contains the same chapters on Service Support, Service Delivery and Security Management as the official "Introduction to ITIL", plus a case description with questions, and an additional chapter on exam preparation, making it even more useful as a study guide for the ITIL Foundation exam.