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Index
Contents
i Introduction
ii How To Use This Book
iii IT Capability Framework
iv Chapter/Capability Reference
1 Managing IT Change
2 Best Practices for Implementing IT Change
3 Reviewing Problematic Changes
4 Managing IT Incidents
5 Managing Major Incidents
6 Reviewing Major Incidents
7 Running the IT Help Desk
8 Measures and Continuous Improvement
9 Proactive Problem Management
10 Common Problem Causes
11 Managing Day-to-Day Operations
12 Service Management and Reporting
13 Technology Build and Standardisation
14 Inventory, Configuration and Assets
15 Technology Maintenance
16 Managing Performance and Capacity
17 User Security
18 Boundary Security
19 Managing Data and GDPR
20 Business Continuity Management
21 Designing for Continuity
22 IT Disaster Recovery Planning
23 Implementing New Services
24 Implementing New Technology
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