by Kevin Behr, Gene Kim, George Spafford
Stephen Northcutt, Director of Training and Certification, The SANS Institute, May 2004 If you are tired of ‘management by hair on fire,’ read this book and consider it carefully. Jan Vromant, ITSM Consultant, May 2004 The easy mapping between the Visible Ops phases and any maturity model validates the compelling logic of the book.
by Alex Hernandez,Christine Belaire Ron Palmer (Author), Thierry Paquay (Foreword), John Stewart (Introduction)
If you are a technical manager looking to better leverage your organization's use of IT, a technical manager looking to master the growing complexity of delivering IT services, a technical person looking to understand unstoppable trend towards IT service management, or a student looking to pass the ITIL Foundations exam , this book is for you.
by Van Haren Publishing
Linda Zarate on Amazon.com (Previous edition) ..ideal for anyone involved in IT organization or reengineering, and ...should be read by all IT professionals. Barry T Campbell on Amazon.com (Previous edition) If you're looking for the best introductory ITIL book on the market, this is absolutely it
by Key Skills ILX
Key Skills ILX have designed an A3 double sided process model, giving a graphical overview of all major Service Support and Service Delivery Processes. This is an excellent tool to use as part of your preperation for your ITIL examinations.
by Central Computer & Telecommunications Agency
by Randy A. Steinberg
How do you implement ITIL? Finally, there is a book that shows you how! This is not a theoretical treatise, but a practical guide that shows you the activities and steps to show results quickly. In this book you will learn about: Defining and building a comprehensive implementation approach that incorporates process, technology, organization and governance activities; Practical tips and step-by-step approaches for defining your Service Management Vision, building your processes, developing a communications strategy, analyzing stakeholders, identifying technology requirements and building your implementation program; What areas should be addressed as part of a proper assessment approach and how to focus assessment efforts to gain the maximum results from 3rd party consultants; How to best organize your program work plans; What key Work Products need to be produced by each step in your program; Different options for transitioning your Service Management solutions and building an appropriate IT Service Management Organization. In addition, this book is chock full of reference charts where you can easily find things such as Service Management Organizational Role descriptions, input and output dependencies for every ITIL process and function, work products that should be produced by each process, key tooling functions and more. This is a comprehensive guide for building your IT Service Management program with all the information you need in one place.
by Office of Governement Commerce
This collection encompasses the complete ITIL Library authored by The Office of Government Commerce (OGC). It consists of 8 publications which represents the latest revisions and re-write of the original 40 volume library
by KEDAR Information Technologies (Author)
The "ITIL Foundations: Practice Exams" contain your personal access key to KEDAR Information Technologies, Inc.'s web-based ITIL Foundations Practice Exams. The exam simulations this board book provides you access to were developed by EXIN certified ITIL Service Manager Masters at KEDAR, Inc. Purchasing this board book provides you full access to the KEDAR-Learning site so you can take advantage of both timed and un-timed practice exams, receive graded evaluations for each exam you take, review "ITIL Master" explanations of each question answer, and receive page references to where each question answer subject matter can be found in the "IT Service Management Foundations: Study Guide" (Palmer, 2005). This self-study tool provides you step-by-step instruction on how to study for your ITIL Foundations certification exam as well as tips and strategies for answering exam questions.
by Office of Government Commerce (Author)
This collection encompasses the complete ITIL Library authored by The Office of Government Commerce (OGC). It consists of 8 publications which represents the latest revisions and re-write of the original 40 volume library.(Service Support, Service Delivery, ICT Infrastructure Management, Software Asset Management, Application Management, Security Management, Planning to Implement ITSM, The Business Perspective Vol. 1)
by OGC (Office of Governement Commerce) (Author)
This is the perfect introduction to ITIL, the OGC IT Infrastructure Library from OGC. The complete library is extensive and this unique, official publication offers an essential overview of the methodology, benefits and full range of ITIL publications available. Clearly written and practical, anyone learning about ITIL or championing it within an organisation will find this book invaluable.
by Key Skills
The ITIL Foundation course is a completely integrated course for companies and organisations that wish to train to ITIL Foundation Exam level. The course is interactive and combines multiple voices, with animation, and interactive exercises, allowing learning at a time and pace to suit each and every student. What are the main benefits? - Increased student confidence - Mock exam simulator - Better pass rates - Dual English voices to keep learning interesting - Self-paced, move forward as confidence increases - On demand, when required - An ongoing reference tool What is included? The full course can be delivered by CDROM, Network or Intranet, and provides training equivalent to a 3-day classroom-training course. - A full Student manual reflecting the course content. - It is important that your courses are kept up to date, and our licences are fully inclusive of our comprehensive maintenance and update service
by Office of Government Commerce
by Office of Government Commerce
by Stationery Office Books
by Sharon Taylor, Ivor Macfarlane
by Office of Government Commerce
by Jan van Bon
An introduction to IT service management as well as an introduction to the books in the IT infrastructure library, this manual also serves as a test preparation guide to the Foundation Certificate exam on IT service management. Based on the latest edition of the ITIL books on service support and service delivery, the text encourages discussion and comparison of best practices based on IT managers' own experiences.
by itSMF Germany, SITGATE AG Bjorn Kinricks (Translator), itSMF UK Chris Lang (Translator), Bob Assirati (Foreword), Office of Government Commerce (Author)
Service Delivery is the second element in the ITIL Infrastructure. Service providers need to offer business users adequate support - Service Delivery covers all aspects that must be taken into consideration. Issues covered include Service Level Management, Financial Management for IT Services, IT Service Continuity Management, Availability Management Contingency Planning and Capacity Management. Each component of service delivery is discussed separately in the book. The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes. ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world. ITIL provides a comprehensive and consistent set of best practices for ITIL is based on the collective experience of commercial and government practitioners worldwide. This has been distilled into one reliable, coherent approach, which is fast becoming a de facto standard used by some of the world¿s leading businesses
by Office of Government Commerce
by Peter T. Köhler
Thema des Buches ist das prozessorientierte IT-Servicemanagementframework ITIL. Es zeigt auf, dass alle wesentlichen Kernaufgaben eines IT-Services durch ITIL erfüllt werden und vermittelt einen Einblick in die ITIL-Servicemodule: Business Perspective, Service Delivery, Service Support, ICT Infrastructure Management, Security- und Applications Management sowie Planing to Implement Service Management. Es beschreibt die ITIL-spezifischen Prozesse, Rollen, KPIs sowie wesentliche Fachbegriffe der entsprechenden Serviceprozesse. Weiterhin gibt es praxisorientierte Beispiele und Hilfen, um neue DV-Verfahren in das Servicemanagement eines Unternehmens einzuführen. Auch das Availability- sowie Continuity-Management zur Unterstützung des IT-Managements einer Firma zur Verbesserung der Verfügbarkeit der von ihr eingesetzten DV-Verfahren wird dargestellt. Ein Überblick über Softwareapplikationen zum Aufbau eines ITIL-basierten Servicemanagement zeigt, welche ITIL-Serviceprozesse mittlerweile vorliegen.
by Rüdiger Zarnekow, Axel Hochstein, Walter Brenner
Unternehmen konzentrieren sich wieder verstärkt auf die Kosteneffektivität ihrer IT-Abteilungen. Nicht mehr die Technologie, sondern Kosten und Kundenzufriedenheit stehen im Vordergrund. Die Transformation von einer technologieorientierten IT-Abteilung zu einem kundenorientierten IT-Dienstleister mit einer effizienten Gestaltung der internen IT-Managementprozesse kann nur durch ein service-orientiertes IT-Management gewährleistet werden. Diesem Thema nähert sich das Buch von zwei Seiten: Neben einer strukturierten Beschreibung von Best Practices – basierend auf der IT Infrastructure Library (ITIL) – werden Erfahrungen aus der Praxis zum Thema service-orientiertes IT-Management in Form von Fallstudien bereitgestellt.
by Hugh Taylor
The Sarbanes-Oxley Act (SOX) was passed in 2002 in response to a series of high-profile corporate scandals and requires that public companies implement internal controls over financial reporting, operations, and assets; these controls depend heavily on installing or improving information technology and business methods Written by one of the most visible personalities on the tech-biz side of the SOX discussion, this highly readable, engaging book provides a clear road map for integrating SOX compliance into the fabric of everyday IT infrastructure and business practice Shows the reader how to leverage and use service-oriented architecture (SOA), a set of technologies that enables interoperation of heterogeneous computer systems, to achieve the level of internal controls over IT that SOX mandates
