Thursday, May 17, 2012

Foreword

Organisations are increasingly dependent on electronic delivery of services to meet Customer needs. This means a requirement for high quality IT services, matched to business needs and User requirements as they evolve.

OGC’s ITIL (IT Infrastructure Library) is the most widely accepted approach to IT Service Management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally, supported by a comprehensive qualification scheme, accredited training organisations, implementation and assessment tools.

[signature]: Bob Assirati

Bob Assirati

OGC

Welcome

Foreword
Preface
1 Introduction
2 Positioning of Application Management
3 Managing the Business Value
4 Aligning the Delivery Strategy with Key Business Drivers and Organisational Capabilities
5 The Application Management Lifecycle
6 Organising Roles and Function
7 Control Methods and Techniques
8 Concluding Remarks
9 Bibliography
A Appendix A - List of Acronyms and Glossary
B Appendix B - Design Guidelines Table
C Appendix C - Service Dependency Moddeling (SDM)
D Appendix D - Quality

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Foreword

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