Service Management - ITIL® Version 3 Publications

Version 2 (V2) has undergone a major refresh which is Version 3 (V3). Version 3 represents an important evolutionary step in its life. The refresh has transformed the guidance from providing a great service to being the most innovative and best in class. At the same time, the interface between old and new approaches is seamless so that users do not have to reinvent the wheel when adopting it. V3 allows users to build on the successes of V2 but take IT service management even further.

The Official ITIL Version 3 Portfolio includes:

• The OGC required products. These are the OGC Core Reference material and a range of OGC derived products. All products that are OGC-required are "Crown copyright - value-added".

• Complementary material from the Official Publisher, Official Accreditor and web based complementary products.

Core Reference Material

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• ITIL Lifecycle Publication Suite

OGC Derived Products

• The Introduction to ITIL Service Lifecycle
• Passing Your ITIL Foundation Exam - The ITIL Foundation Study Aid (2nd Edition)
• Passing Your ITIL Intermediate Exams - Study Aid from the Official Publisher of ITIL
• Key Element Guides

Complementary Products

• ITIL V3 Foundation Handbook – Pocketbook from the Official Publisher of ITIL
• ITIL V3 Guide to Software Asset Management
• ITIL V3 Small-Scale Implementation
• ITIL Lite: A Road Map to Implementing Partial or Full ITIL
• Delivering IT Services using ITIL, PRINCE2 and DSDM Atern
• Building an ITIL based Service Management Department
• Release, Control and Validation ITIL V3 Intermediate Capability Handbook
• Operational Support and Analysis ITIL V3 Intermediate Capability Handbook

More information on ITIL Versions:

ITIL Translation Publications - Version 2 and 3

ITIL Version 3 Publications

ITIL Version 2 Publications

Core Reference Material

Service Strategy
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.

» Related Service Strategy resources:
Download Service Strategy Contents and Introduction - PDF (234KB)
Download Service Strategy Publication Review - opens in new window.

» Service Strategy is also available in the following translations:
Service Strategy (German Translation) Book
Service Strategy (German Translation) PDF
Service Strategy (Japanese Translation) PDF
Service Strategy (Japanese Translation) Online Subscription
Service Strategy (Spanish Translation) Book

Service Design
In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes.

» Related Service Design resources:
Download Service Design Contents and Introduction - PDF (128KB)
Download Service Design Publication Review - opens in new window.

» Service Design is also available in the following translations:
Service Design (French Translation) Book
Service Design (German Translation) Book
Service Design (German Translation) PDF
Service Design (Japanese Translation) PDF
Service Design (Japanese Translation) Online Subscription
Service Design (Spanish Translation) Book

Service Transition
Service Transition provides guidance and process activities for the transition of services in the operational business environment. It covers the broader, long-term change management role, release and deployment practices, so that risks, benefits, delivery mechanisms and the support of ongoing operational services are considered.

» Related Service Transition resources:
Download Service Transition Contents and Introduction - PDF (189KB)
Download Service Transition Publication Review - opens in new window.

» Service Transition is also available in the following translations:
Service Transition (French Translation) Book
Service Transition (French Translation) PDF
Service Transition (German Translation) Book
Service Transition (German Translation) PDF
Service Transition (Japanese Translation) PDF
Service Transition (Japanese Translation) Online Subscription
Service Transition (Spanish Translation) Book

Service Operation
Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary.

» Related Service Operation resources:
Download Service Operation Contents and Introduction - PDF (107KB)
Download Service Operation Publication Review - opens in new window.

» Service Operation is also available in the following translations:
Service Operation (French Translation) Book
Service Operation (French Translation) PDF
Service Operation (German Translation) Book
Service Operation (German Translation) PDF
Service Operation (Japanese Translation) PDF
Service Operation (Japanese Translation) Online Subscription
Service Operation (Spanish Translation) Book

Continual Service Improvement
Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.

» Related Service Operation resources:
Download Continual Service Improvement Contents and Introduction - PDF (170KB)
Download Continual Service Improvement Publication Review - opens in new window.

» Continual Service Improvement is also available in the following translations:
Continual Service Improvement (German Translation) Book
Continual Service Improvement (German Translation) PDF
Continual Service Improvement (Japanese Translation) PDF
Continual Service Improvement (Japanese Translation) Online Subscription
Continual Service Improvement (Spanish Translation) Book

ITIL Lifecycle Publication Suite
The core ITIL titles have been commissioned and structured to be read as a five title series: each building on the work of the other. As the five core titles reflect the lifecycle of services, their appeal encompasses the entire spectrum of people involved at any stage of the framework. So, without being the prime audience, everyone involved will benefit from access to the entire library.

The ITIL Lifecycle Publication Suite contains Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement and offers a considerable costs saving against purchasing all five titles individually.

The suite of titles offers considerable costs savings against purchasing all five titles individually: save 29% against purchasing all five individually (£425.00).

You can receive a 50% discount on the 'ITIL Lifecycle Publication Suite Book' when purchased with the 'ITIL Lifecycle Publication Suite Online Subscription'. To take advantage of this offer please call +44 (0)870 600 5522 or email: subscriptions@tso.co.uk .

» ITIL Lifecycle Publication Suite is also available in the following translations:
ITIL Lifecycle Publication Suite (German Translation) Books
ITIL Lifecycle Publication Suite (German Translation) PDFs
ITIL Lifecycle Publication Suite (Japanese Translation) PDFs
ITIL Lifecycle Publication Suite (Japanese Translation) Online Subscription
ITIL Lifecycle Publication Suite (Spanish Translation) Books

OGC Derived Products

The Introduction to the ITIL Service Lifecycle
This introduction 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. It also serves to illuminate the background of the new ITIL structure. 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.

» The Introduction to the ITIL Service Lifecycle is also available in the following translation:
The Introduction to the ITIL Service Lifecycle (French Translation) Book
The Introduction to the ITIL Service Lifecycle (French Translation) PDF
The Introduction to the ITIL Service Lifecycle (Korean Translation) PDF

Passing Your ITIL Foundation Exam - The ITIL Foundation Study Aid (2nd Edition)
'Passing your ITIL® Foundation Exam - 2nd Edition' is endorsed by APM Group, the official ITIL Accreditor, and is suitable for those taking the foundation exam. It has been updated in line with the new 2009 syllabus. It provides an overview of the purpose, objectives and format of the examination. It 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 and the Version 2 to Version 3 Bridging Exam.

Passing Your ITIL Intermediate Exams - Study Aid from the Official Publisher of ITIL
This ITIL V3 publication, 'Passing Your ITIL Intermediate Exams - Study Aid from the Official Publisher of ITIL', endorsed by the official ITIL Accreditor, is suitable for candidates taking both the ITIL Service Lifecycle Exams and the Capability Exams. The publication provides details on the ITIL V3 qualification scheme from foundation through to the advanced Master Qualification. It offers details about the exams, the preparation and how to achieve the target competencies.

Key Element Guides
Key Element Guides are handy reference guides to the core ITIL titles: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. The Key Element Guides discuss ITIL, its evolution and the need for the Service Lifecycle approach. They examine what is meant by best practice framework, how this relates to 'common practice' and what compliance means. Each book provides an overview of the key elements, principles and objectives of the core ITIL title it examines and is a resource to use prior to starting an Intermediate Lifecycle Course.

Complementary Products

ITIL V3 Foundation Handbook - Pocketbook from the Official Publisher of ITIL
Now updated in line with the new 2009 syllabus, this reference revision guide, 'ITIL V3 Foundation Handbook: Pocketbook from the Official Publisher of ITIL' has been designed to help students sitting the ITIL V3 Foundation Exam. The title provides a key reference aid for managers, practitioners, vendors and consultants in the workplace and while travelling. This publication provides an introduction to the ITIL V3 Service Lifecycle model and an overview of the ITIL V3 qualification structure. The guide contains a chapter on each of the components of the Lifecycle.

» ITIL V3 Foundation Handbook - Pocketbook from the Official Publisher of ITIL is also available in the following translation:
ITIL V3 Foundation Handbook - Pocketbook from the Official Publisher of ITIL (Arabic Translation) Pack of 10
ITIL V3 Foundation Handbook - Pocketbook from the Official Publisher of ITIL (Danish Translation) Pack of 10
ITIL V3 Foundation Handbook - Pocketbook from the Official Publisher of ITIL (Japanese Translation) Pack of 10

ITIL V3 Guide to Software Asset Management
Appropriate for anyone involved in the governance, management and use of software assets within an organisation, this title, 'ITIL V3 Guide to Software Asset Management', contains a practical approach to the management of software assets. Aligned with ITIL V3 and ISO/IEC 20000, this book has been developed to assist with the implementation and maintenance of all the necessary Software Asset Management (SAM) processes and procedures.

ITIL V3 Small-Scale Implementation
'ITIL V3 Small-Scale Implementation' provides guidance to smaller organisations who wish to implement the ITIL guidance or who are already using it ands wish to improve their IT Service Management. The publication considers the significance of size, the characteristics of small organisations, and how to scale ITIL down for small organisations.

ITIL Lite: A Road Map to Full or Partial ITIL Implementation
'ITIL Lite: A Road Map to Full or Partial ITIL Implementation' is aimed at encouraging organisations to adopt ITIL V3 by selecting and implementing key ITIL V3 components. For many reasons not every organisation can adopt the whole of ITIL V3. Therefore, the publication explains which components are essential and explains how to select the appropriate components for implementation.

Delivering IT Services using ITIL, PRINCE2 and DSDM Atern
This publication, 'Delivering IT Services using ITIL, PRINCE2 and DSDM Atern', offers practical guidance on how to deliver an IT Service by employing ITIL, PRINCE2, and DSDM Atern together and discusses all three approaches, provides an overview, and the benefits of each. It also describes the issues that arise from implementing ITIL, the structure and content of PRINCE2, the breadth of DSDM and how they fit together, where the common areas sit, and where the specialities for each exist.

Building an ITIL-based Service Management Department
ITIL concentrates on describing IT Service Management Processes, Functions and the Roles to perform those tasks but does not describe how to build a Department to run and manage those processes, leaving the question "How can I structure my organisation to most effectively support ITIL Service Management?". This publication explains in a structured and logical manner how to build an ITIL-based Service Management Department that will both support and supplement those processes.

Release, Control and Validation ITIL V3 Intermediate Capability Handbook
This guide provides a quick reference to the processes covered by the ITIL V3 Release, Control and Validation syllabus. It is designed as a revision aid for students taking the ITIL Capability qualification for Release, Control and Validation, and as a handy portable reference source for practitioners who work with these processes.

Operational Support and Analysis ITIL V3 Intermediate Capability Handbook
This guide provides a quick reference to the processes covered by the ITIL V3 Operational Support and Analysis syllabus. It is designed as a revision aid for students taking the ITIL Capability qualification for Operational Support and Analysis, and as a handy portable reference source for practitioners who work with these processes.

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