Product Description
The first edition of this book is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service’s book, the authors once again present a step-by-step guide to Problem Management. This book gets into the meat by thoroughly covering the activities and processes that are essential to running Problem Management. There are many topics that stand out as both unique and reflect best practices by the best-run Problem Management initiat… More >>

Problem Management Best Practice Handbook: Building, Running and Managing Effective Problem Management and Support – Ready to use supporting documents … ITIL Theory into Practice – Second Edition

Product Description
Essential reading for all decision makers (IT-literate or not) who are presented with an ITIL(r) proposal or asked to oversee or own an ITIL project. It explains, in lay-manager’s terms, what ITIL is. It reveals what ITIL is good for, what it is bad at, what to expect. It describes how to ensure an ITIL project succeeds, what to require from the project, and how to measure the results. ITIL(r) is a Registered Trade Mark and a Registered Community Trade Mark… More >>

Owning Itil: A Skeptical Guide For Decision-Makers

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Product Description
ITIL Version 3′s (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. 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…. More >>

Service Operation Book

ITIL V3 Key Element Guide Suite – For a pack of five

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Product Description
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,… More >>

Implementing ITIL: Adapting Your IT Organization to the Coming Revolution in IT Service Management

Product Description
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 V… More >>

Itil Foundation Handbook

Product Description
This new title covers all the material found in the ITIL® Foundations Exam. Its 230 pages cover everything you need to know to pass the exam and in addition the Official OGC sample exams are included at the end of each chapter. The title separates out the processes within each lifecycle stage making this a handy and convenient title to take back to the work place and to start implementing Best Practices as found in the Foundation training course. Th… More >>

ITIL V3 Foundation Exam: The Study Guide

Product Description
ITIL Version 3′s (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. “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.Each of the five core titles shares a consisten… More >>

Service Operation Itil, Version 3