'Key Element Guide Service Operation' is a handy reference guide to the core Service Operation publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The title examines what is meant by best practice framework, how this relates to 'common practice' and what compliance means. The main focus of this publication is to provide an overview of the principles, objectives, key elements of Service Operation as well as an overview of the Service performance balance, the Service Operation functions and Operation planning.

'Key Element Guide Continual Service Improvement' is a handy reference guide to the core Continual Service Improvement publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The title examines what is meant by best practice framework, how this relates to 'common practice' and what compliance means. The main focus of this publication is to provide an overview of the principles, objectives, and key elements of Continual Service Improvement.

Adapted to provide sound processes for small organisations, this vital title will help any organisation with a small resource base implement all the key elements of ITIL.

At the same time, it will act as a starting point for larger organisations either those under budget constraints or those who have departmentalised ITIL implementations.

This Pocket Guide is a concise summary of the ITIL version 3. A quick, portable reference tool to this leading standards within the Service Management community. What are the key service management processes? What is the lifecycle approach?

This pocket guide, 'Planning and Achieving ISO/IEC 20000 Certification: Version 1.0', has been designed as a reference book for all those involved in planning to achieve certification under the itSMF UK developed itSMF ISO/IEC 20000 Certification Scheme. It may also be useful to those working with an organisation planning to achieve certification.