'Passing Your ITIL Foundation Exam - The ITIL Foundation Study Aid', is endorsed by APM Group, the official ITIL Accreditor. Suitable for those taking the foundation exam, it provides an overview of the purpose, objectives, and format of the examination. This publication offers a top level introduction to understanding the Service Lifecycle and each of the five components of the Lifecycle to help candidates pass the foundation exam.
The new edition, the first significant update since 2007, addresses a broad range of issues raised in the Change Control Log and resolves errors and inconsistencies in the text and diagrams across the whole Suite. The Service Strategy book has been thoroughly reviewed, clarifying the concepts it contains without changing the overall message (and defining new processes for strategy management and business relationship management). A number of concepts, principles and process flows have been clarified or simplified in the other volumes; Service Strategy and Service Design have been more closely aligned; and there is additional guidance in areas such as CMS & SKMS and service asset & configuration management (Service Transition) and the seven-step improvement process (CSI).
Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasized the importance of continual service improvement. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.
Key features:
The updated ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6) to improve consistency and aid navigation. Some content has been reorganized to improve flow and readability, and ensure alignment across the suite - including clarification around interfaces, and inputs and outputs across the service lifecycle.
Terminology has been clarified and made consistent across the publications and the ITIL glossary.
Summary of Updates from the Author
The seven-step improvement process - and its relationship with the Deming 'Plan-Do-Check-Act' cycle and knowledge management - has been clarified. The CSI model has been re-named the CSI approach and the concept of a CSI register has been introduced as a place to record details of all improvement initiatives within an organization.
Minor changes have been made throughout the book to clarify the meaning and to improve readability. Particular emphasis has been made on documenting the interfaces from CSI to other lifecycle stages.
Service Design2011 ITIL 2011 Edition, the updated version of Service Design Core book.
The ITIL 2011 Editions have been updated for clarity, consistency, correctness and completeness.
In order to meet current and future business requirements, 'ITIL Service Design' provides guidance on the production and maintenance of IT policies, architectures and documents for the design of appropriate and innovative IT infrastructure services solutions and processes.
Key features:
The updated ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6), to improve consistency and aid navigation. Some content has been reorganized to improve flow and readability, and ensure alignment across the suite - including clarification around interfaces, and inputs and outputs across the service lifecycle.
Terminology has been clarified and made consistent across the publications and the ITIL glossary.
Summary of Updates from the Author
Throughout the updated 'ITIL Service Design' publication, there has been particular focus on alignment with 'ITIL Service Strategy'.
A number of concepts and principles have been clarified, most significantly the flow and management of activity throughout the overall service design stage with the addition of the 'design coordination' process. Other significant clarifications include the five aspects of service design, the design of the service portfolio and the terminology related to views of the service catalogue.
The ITIL Editions 2011 has been updated for clarity, consistency, correctness and completeness.
By focusing on delivery and control process activities, 'ITIL Service Operation' describes how a highly desirable steady state of managing services can be achieved on a day-to-day basis.
Key features:
The updated ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6) to improve consistency and aid navigation. Some content has been reorganized to improve flow and readability, and ensure alignment across the suite - including clarification around interfaces, and inputs and outputs across the service lifecycle.
Terminology has been clarified and made consistent across the publications and the ITIL glossary.
Summary of Updates from the Author
Process flows have been updated or added for all processes including request fulfilment, access management and event management.
Key principles - including guidance around service requests and request models, and proactive problem management - have been clarified. The publication has been updated to explain how basic events flow into filters and rule engines to produce meaningful event information. The relationship between application management activities versus application development activities is also clarified.
Other clarifications include an expanded section on problem analysis techniques, procedure flow for incident matching and further guidance for escalating incidents to problem management. In addition, the guidance for managing physical facilities has been expanded.
The ITIL 2011 Editions have been updated for clarity, consistency, correctness and completeness.
'ITIL Service Strategy' provides a view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every stage of the service lifecycle stays focused on the business case and relates to all the companion process elements that follow. Subsequent titles will link deliverables to meeting the business goals, requirements and service management principles described in this publication.
Key features:
The updated ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6), to improve consistency and aid navigation. Some content has been reorganized to improve flow and readability, and ensure alignment across the suite - including clarification around interfaces, and inputs and outputs across the service lifecycle.
Terminology has been clarified and made consistent across the publications and the ITIL glossary.
Summary of Updates from the Author
The concepts within the publication have been clarified, without changing the overall message. The updated publication includes more practical guidance and more examples where relevant.
The newly defined process of strategy management for IT services is responsible for developing and maintaining business and IT strategies, and there are now separate descriptions of business strategy and IT strategy. Financial management has been expanded, and business relationship management and demand management are now covered as processes.
The ITIL 2011 Editions have been updated for clarity, consistency, correctness and completeness.
'ITIL Service Transition' focuses on the broader, long-term change management role and release practices so that risks, benefits, delivery mechanisms and the ease of ongoing operations of services are considered. This publication provides guidance and process activities for the transition of services into the business environment.
Key features:
The updated ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6) to improve consistency and aid navigation. Some content has been reorganized to improve flow and readability, and ensure alignment across the suite - including clarification around interfaces, and inputs and outputs across the service lifecycle.
Terminology has been clarified and made consistent across the publications and the ITIL glossary.
Summary of Updates from the Author
The structure, content and relationships of the configuration management system (CMS) and service knowledge management system (SKMS) have been clarified to help the reader to understand these key concepts.
There is new content explaining how a change proposal should be used. The evaluation process has been renamed 'change evaluation' and the purpose and scope have been modified to help clarify when and how this process should be used.
The service asset and configuration management process has additional content relating to asset management, and there are improvements in the flow and integration of a number of processes, including change management, release and deployment management, and change evaluation.
itSMF Østlandet og Steria inviterer til seminar/workshop 11. oktober med George Spalding, en av verdens mest kunnskapsrike og engasjerende foredragsholdere innen Continual Service Improvement (CSI). I den anledning får du akkurat nå boken Continual Service Improvement fra serien ITIL Lifecycle Suite v3 til HALV PRIS!
This publication is your gateway to ITIL. It explains the basic concept of IT Service Management and the place of ITIL, introducing the new lifecycle model, which puts into context all the familiar ITIL processes from the earlier books. This title introduces ITSM and ITIL, explains why the service lifecycle approach is best practice in today's ITSM, and makes a persuasive case for change.
A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication.
