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Book synopsis

This book explains, how the IT Infrastructure Library (ITIL), and primarily IT Service Management (ITSM), is used in practice, in a subsidiary of the leading oil and gas corporation of Central Europe, the OMV Solutions GmbH. Thereby the scope of this book is focussed on Incident Management, a core process of ITIL. In order to perform expressive analyses of the Incident Management process, these analyses are concentrated on the Incident Management process regarding SAP Incidents in OMV Solutions GmbH and Petrom S.A. This so called SAP support process is analysed in detail and improved via a best practise method of the Capability Maturity Model Integration (CMMI). In addition the theoretical background of ITSM, CMMI, and the BMC Remedy IT Service Management Suite is described, to provide advice on how to implement analyses and improvements as discussed in this book.

Book details

Book category Books in English Computing & information technology Information technology: general issues

• Full title: Incident Management in Practice
• Subtitle: Analysis and Improvement of Incident Management in the Leading Oil and Gas Corporation of Central Europe
• Author: Kevin Motz
• Language: English
• Binding: Paperback
• Number of pages: 132
• EAN: 9783639241785
• ISBN: 3639241789
• ID: 06831818
• Publisher: VDM Verlag
• Weight: 204 g
• Dimensions: 229 × 152 × 8 mm
• Date of publishing: 05. March 2010

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