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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 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.

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 pocket guides of Van Haren Publishing are since longrecognized as the industry classic guide on the topic of ITIL, in manylanguages. Over the years this authoritative guide has earned its placeon the bookshelves and in the briefcases of industry experts as theyimplement best practices within their organizations.This pocket guide will provide readers with an understanding of theITIL 4 service management framework, by:· understanding the key concepts of service management· understanding how the seven ITIL guiding principles can help anorganization adopt and adapt service management· understanding the four dimensions of service management· understanding the purpose and components of the ITIL servicevalue system· understanding the six activities of the service value chain, and howthey interconnect· knowing the purpose and key terms of 15 of the 34 ITIL practices· understanding seven of these 15 ITIL practices in detailAll exam requirements for the ITIL 4 Foundation exam are coveredin this pocket guide. It also provides support for everyone who hasknowledge of previous ITIL editions and is looking for a bridge tothe new edition. ITIL 4 took a big leap into the modern world of ITservice management, covering the latest principles and practices ina customer-focused, service-centric way, enabling Agile principles formaximum support of any business.

Everything you need to prepare for the ITIL exam – Accredited to 2011 syllabus The ITIL (Information Technology Infrastructure Library) exam is the ultimate certification for IT service management. This essential resource is a complete guide to preparing for the ITIL Foundation exam and includes everything you need for success. Organized around the ITIL Foundation (2011) syllabus, the study guide addresses the ITIL Service Lifecycles, the ITIL processes, roles, and functions, and also thoroughly explains how the Service Lifecycle provides effective and efficient IT services. Offers an introduction to IT service management and ITIL V3 service strategy Highlights the topics of service design and development and the service management processes Reviews the building, testing, authorizing, documenting, and implementation of new and changed services into operation Addresses creating and maintaining value for customers through monitoring and improving services, processes, and technology Download valuable study tools including practice exams, flashcards, a glossary of key terms and more. If you prefer self-study over the more expensive training course, but you don't want to skimp on information or preparation, then this study guide is for you.

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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.

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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

'The ITIL pocket guides of Van Haren Publishing are since longrecognized as the industry classic guide on the topic of ITIL, in manylanguages. Over the years this authoritative guide has earned its placeon the bookshelves and in the briefcases of industry experts as theyimplement best practices within their organizations.This pocket guide will provide readers with an understanding of theITIL 4 service management framework, by:· understanding the key concepts of service management· understanding how the seven ITIL guiding principles can help anorganization adopt and adapt service management· understanding the four dimensions of service management· understanding the purpose and components of the ITIL servicevalue system· understanding the six activities of the service value chain, and howthey interconnect· knowing the purpose and key terms of 15 of the 34 ITIL practices· understanding seven of these 15 ITIL practices in detailAll exam requirements for the ITIL 4 Foundation exam are coveredin this pocket guide. It also provides support for everyone who hasknowledge of previous ITIL editions and is looking for a bridge tothe new edition. ITIL 4 took a big leap into the modern world of ITservice management, covering the latest principles and practices ina customer-focused, service-centric way, enabling Agile principles formaximum support of any business.

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.

ITIL For Dummies provides an easy-to-understand introduction to using best practice guidance within IT service management. It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience. Whether readers need to identify their customers' needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users. Understanding how ITIL can help you Getting to grips with ITIL processes and the service lifecycle Implementing ITIL into your day to day work Learn key skills in planning and carrying out design and implementation projects

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THIS BOOK IS NOW OUT OF PRINT - A NEW AND UPDATED VERSION - MEASURING ITSM - IS NOW AVAILABLE (ISBN: 978-1-4907-1945-0) How do you measure and report your ITIL processes? Which ITIL metrics matter the most to Senior Executives? Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the operational metrics to use and how these can be calculated into Key Performance Indicators (KPIs) and Critical Success factors (CSFs) that resonate with Senior Management. In this book you will learn about: Defining and building a comprehensive ITIL metrics program; Which metrics are the most important and how to calculate them; Dealing with staff resistance to a metrics program; Tips and suggestions for what to do if inadequate tools and reporting exist; Suggested work plan for how to build your metrics program step-by-step. In addition, this book contains a helpful CD with a helpful IT Service Management modeling tool that covers all 10 ITIL processes. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated! This is a comprehensive guide for building any ITIL metrics program with all the information you need in one place. "Finally, someone tackled the mystery of ITIL metrics and put it all in one place!" "No theory here...this gives us the real metrics we can easily go after..." "A fantastic addition to our ITIL reference library and our IT Service Management solution set!"

Used by universities and company training programs around the world, “Foundations of IT Service Management – the ITIL Course in a Book” is the book to help you achieve your ITIL® Foundation certification. Presented in an easy-to-understand format, the concepts of ITIL and the processes are laid out in a logical sequence. Each lesson is followed by list of key concepts and sample questions to help you study for your ITIL® Foundation certification exam. Chapter review questions, modeled after the real exam questions, reinforce your learning for each unit. Written by an ITIL® Expert trainer who has taught thousands of students and hundreds of organizations, "Foundations of IT Service Management with ITIL® 2011" provides a reader with the introduction to this approach to IT services without the expense of a formal classroom course. While the focus is primarily on providing information required to pass the ITIL® Foundations exam, this book goes beyond those basics to also provide a real understanding of ITIL® to further your knowledge and abilities as a valuable part of IT/business alignment. Using a case-study approach, real issues are discussed that represents challenges experienced by almost every IT organization. Everyone prepares for the ITIL® Foundation certification exam in different ways. Accompanying the book are numerous study aids to support your study preparation on the supporting web site. Whether you are new to IT or a seasoned professional, this book is one you need to aid in your quest for certification. Included in your purchase is access to the online study resources including: - Exercise guide - Audio “learn while you drive” reviews - Sample exams - Exam syllabus - PDF version of the “100 ITIL Exam Questions” book Companies in all industries are requiring ITIL® Foundation as a minimum requirement for their staff. Whether you are entering IT for the first time or switching jobs, ITIL® Foundation certification is a step toward your desired career.

This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.

Create strong IT governance processes In the current business climate where a tremendous amount of importance is being given to governance, risk, and compliance (GRC), the concept of IT governance is becoming an increasingly strong component. Executive's Guide to IT Governance explains IT governance, why it is important to general, financial, and IT managers, along with tips for creating a strong governance, risk, and compliance IT systems process. Written by Robert Moeller, an authority in auditing and IT governance Practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to your business Helps you identify current strengths and weaknesses of your enterprise IT governance processes Explores how to introduce effective IT governance principles with other enterprise GRC initiatives Other titles by Robert Moeller: IT Audit, Control, and Security and Brink's Modern Internal Auditing: A Common Body of Knowledge There is strong pressure on corporations to have a good understanding of their IT systems and the controls that need to be in place to avoid such things as fraud and security violations. Executive's Guide to IT Governance gives you the tools you need to improve systems processes through IT service management, COBIT, and ITIL.

Create strong IT governance processes In the current business climate where a tremendous amount of importance is being given to governance, risk, and compliance (GRC), the concept of IT governance is becoming an increasingly strong component. Executive's Guide to IT Governance explains IT governance, why it is important to general, financial, and IT managers, along with tips for creating a strong governance, risk, and compliance IT systems process. Written by Robert Moeller, an authority in auditing and IT governance Practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to your business Helps you identify current strengths and weaknesses of your enterprise IT governance processes Explores how to introduce effective IT governance principles with other enterprise GRC initiatives Other titles by Robert Moeller: IT Audit, Control, and Security and Brink's Modern Internal Auditing: A Common Body of Knowledge There is strong pressure on corporations to have a good understanding of their IT systems and the controls that need to be in place to avoid such things as fraud and security violations. Executive's Guide to IT Governance gives you the tools you need to improve systems processes through IT service management, COBIT, and ITIL.