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.

IT Service Management: An Introduction: Based on ITIL (Spanish version)

Computers & Technology

Van Haren Publishing

CIOs and IT managers will improve their organization's performance with this look at security management and the security-based COBIT. Informed by common ISO quality and security standards, ITIL, the Common Scoreboard, and COBIT, the accepted standard for good IT security and control practices, this reference provides a succinct framework for IT management.

IT Governance: A Pocket Guide Based on COBIT

Brand, Koen

Boonen, Harry

This book was written by authors under the influence of Irony. Irony, or 'I' as it known, was first popularised in the sixteen century when Raleigh imported it to the Elizabethan court. The damage 'I' could cause led to its use being prohibited, and users went underground, or were weaned of its influence by using Sarcasm as a substitute (Sarcasm has greater initial effect, but wears off more quickly). It is widely believed that Noel Coward wrote under the influence of 'I' and in the sixties and seventies large numbers of people once more became addicted, when its use was immortalised by bands such as the Beatles ('I' am the walrus), The Stones ('I' can't get no (Satisfaction), and later by the Sex Pistols (Irony in the UK). Icons such as John Lennon were detained by customs in the USA (where use of irony has never been popular) after quantities of irony were found in his luggage. In the most celebrated bust of the sixties, Mick Jagger and Keith Richards were hauled in front of the break for being in possession of microscopic quantities of 'I' at Richards Redlands country house. The event gained particular notoriety because of the presence of Marianne Faithfull, who allegedly was discovered naked except for a fur rug. And on the point of placing irony in an unusual context. The publisher do not support the Campaign to legalise irony. 'I' can have serious long term effects. The publishers wish to state that they do not use irony or approve of its use, and recommended that readers of this publication undergo irony counselling should they be affected by its content.

Project managing ITSM from hell: a guide to worst practices

Wilkinson, Paul

The ways that IT operations of medium and large companies have changed considerably in recent years are addressed in this guide to supporting IT services through effective knowledge management. Topics such as agility, governance, risk management, knowledge management, business intelligence, quality, and ITIL are covered. How each of these topics affect strategy and, in turn, guide and direct implementation instructions such as standards and best practices is also discussed.

The IT Strategy Management Process: Supporting IT Services Through Effective Knowledge Management

Oetringer, Eugen

This is the first book to provide a coherent view and guidance for using the Six Sigma approach successfully in IT service organisations. It particularly aims to merge ITIL and Six Sigma into a single approach for continuous improvement of IT service organisations. Six Sigma provides a quantitative methodology of continuous (process) improvement and cost reduction, by reducing the amount of variation in process outcomes. The production of a product, be it a tangible product like a car or a more abstract product like a service, consists of a series of processes. All processes consist of a series of steps, events, or activities. Six Sigma measures every step of the process by breaking apart the elements within each process, identifying the critical characteristics, defining and mapping the related processes, understanding the capability of each process, discovering the weak links, and then upgrading the capability of the process. It is only by taking these steps that a business can raise the ‘high-water mark’ of its performance. IT is now a fundamental part of business and business processes; this book demonstrates how IT can be made to work as an enabler to better business processes, and how the Six Sigma approach can be used to provide a consistent framework for measuring process outcomes. ITIL defines the ‘what’ of Service Management; Six Sigma defines the "how" process improvement; together they are a perfect fit of improving the quality of IT service delivery and support. The Six Sigma approach also provides measures of process outcomes, and prescribes a consistent approach in how to use these metrics.

Six Sigma for IT Management

Business & Money

Sven Den Boer (Lead Author)

Rajeev Andharia

Melvin Harteveld

Linh C Ho

Patrick L Musto

Silva Prickel

Management & Leadership

Foundations of It Service Management Basuto Su Itil (Itilv2) (Italian Version)

Education & Reference

This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO20000 (BS15000) as a basis. It is a general guide to the use of metrics as a mechanism to control and steer IT service organizations. A major reason for covering this topic is that many organizations have found it very difficult to use metrics properly. This book will deal with the causes of the difficulties to implementing metrics and will present workable solutions. It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organizations. It also provides specific recommendations for applying metrics across the ITIL, ISO20000 (BS15000) and other processes, discussing the rationale of the recommendations.

Metrics for IT Service Management

Peter Brooks

This book is founded on research conducted at Rhodes University into Service Management and Service Agreements. The initial prompting for this research came from one of the industry partners of the Distributed Multimedia Centre of Excellence. They expressed difficulty in the development and management of Service Level Agreements. It is important to realise that this is not an ITIL® book. The ITIL® framework is just one of many approaches that were used to develop the framework and model in this book that were then tested empirically in the research. Not every reader will be from an ITIL® background and although it is one of the better (and more comprehensive) frameworks at the moment, this book is designed specifically to be useful to all SM practitioners. This book lays out the fundamentals of an SM strategy and describes in more detail, the contents of, and how to develop, the major parts of this strategy. Follow these guidelines and your SM initiative is far more likely to be successful.

Service Agreements: A Management Guide (Itsm Library)

Rob Johnston

Robert Benyon

In recent years, IT service management has developed into a field in its own right, with organizations now so dependent on the automation of large parts of their business processes that the quality of IT services and the synchronization of these services with the needs of the organization are essential to their survival. IT Service Management provides a thorough introduction to the field, as well as an introduction to the books in the IT infrastructure library, and preparation materials for 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.

It Service Management: An Introduction

Van Bon, Jan

Pondman, Dick

Kemmerling, George

IT Service Management: An Introduction

BON J. VAN

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