ITIL Publication Reviews
ITIL Version 3
ITIL Lite: A Road Map to Full or Partial ITIL Implementation
The book takes what could be viewed as a complicated subject and breaks into easily understandable and manageable chunks. It does not insist on using only one aspect of Best Practices but instead encourages and promotes an amalgamation of approches to achieve the required result for individual organisations. The recognition and acceptance that one size does not fit all is very well used and explained. ...more
ITIL V3 Small-Scale Implementation - Publication Review by Ivor Macfarlane, Chair of itSMFI's International Publications Executive Sub-Committee (IPESC)
As ITIL has evolved over its 20 year life, much has changed - not least the recognition of service management's importance to every organisation, regardless of size. A book specifically supporting the application of ITIL principles to small organisations was published in 1995, within the first version of ITIL. This was revised to support the guidance of ITIL V2 and has now been revamped as an ITIL V3 book....more
Passing your ITIL Intermediate Exams - Publication Review by Dwight Kayto, President of Art of Change
When 'Passing your ITIL Intermediate exams' came out I was quite pleased to see such a book become available to help those attending the intermediate courses. As an accredited trainer I know firsthand the additional level of difficulty students' face in these courses. I hoped the book would be useful and to cut to the chase let me say I highly recommend it. ...more
Service Strategy
Service Strategy provides guidance on developing service-based business models and strategies. It defines the value creating context and principles of service management that shape decisions, policies and processes across the ITIL Service Lifecycle. Service Strategy defines the objectives, resources, and constraints within which services and the relationships they define with customers are to be managed.
...more
Service Design
Service Design is about ensuring that services are designed to align and match the current and future requirements of the business. This title provides guidance on the production and maintenance of IT policies, architectures, processes, systems and documents for the design of appropriate and innovative IT service solutions and processes. ...more
Service Transition
Service Transition provides guidance on delivering change to the service portfolio and through the service lifecycle. It covers how the requirements of Service Strategy encoded in Service Design are effectively realised in Service Operations while controlling the risks of failure and disruption. The success of Service Transition lies in the ability of Service Operations to support the business processes via the installed service base and the ability of Continual Service Improvement to measure the new or changed service....more
Service Operation
Service Operation is about delivering on the promises made during the Strategy and Design phases of the Service Lifecycle. It achieves this by making sure that the people, processes and technology that deliver IT Services are all working to the same set of objectives....more
Continual Service Improvement
Continual Service Improvement (CSI) is, as its name implies, an ongoing practice that is woven into the fabric of an organisation as opposed to a reactive response to a specific situation or a temporary crisis. Whether an organisation is making large scale or incremental improvements, it is the role of every person in the IT department to identify opportunities to improve services and IT Service Management processes....more
ITIL Version 2
Introduction to ITIL: No Nonsense Approach
ITIL is best practice for IT Service Management of that there is no doubt. However, it does sometimes seem a little "Utopian" in its approach. How refreshing then to find a book that is more down to earth with all the appropriate pieces there but in an easy to read understandable format. The ITIL purists amongst us may find some parts challenging to their views of ITIL, but that is the way of progress. To quote a colleague "I am one of ITILs biggest supporters but also one of its most fierce critics". I find this book open, well written with really useful hints and advice....more
Service Support Review
Horror stories abound. If they keep you awake at night, then this is the book to ensure a peaceful sleep - once you have acted on its advice!...more
Service Delivery - The Other Half
Service Delivery is the often neglected "other half" of the ITIL pair....more
Software Assest Management - Are you so busy fighting fires that you don't have time to get much real work done?
Are you fighting problems like unending patch distribution, users who refuse to follow purchasing and installation policies, IT support made difficult by uncontrolled desktop environments, management which won't support you when you try to make an issue of anything, and vendors threatening licensing audits?...more
