itSMF - the IT Service Management Forum's Books

IT Service Management from Hell based on Not ITIL

By: itSMF International

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IT Service Management from Hell based on Not ITIL

By: itSMF International

A humorous and insightful perspective on the often-chaotic world of IT service management. Drawing inspiration from the IT Infrastructure Library (ITIL) framework, but taking a decidedly satirical approach, the book explores the pitfalls, paradoxes, and downright ludicrous situations that can arise in IT organizations.

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Van Haren

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ISBN 10

9401801290

ISBN 13

9789401801294

IT Service Management from Hell

By: Paul Wilkinson,Brian Johnson

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IT Service Management from Hell

By: Paul Wilkinson,Brian Johnson

This piece of work claims to be politically incorrect, sexist and IT-centric. And it achieves all three. We recommend this book to you unreservedly if you wish to provide the worst possible practices to your customers. Be aware that most of the items raised as comic issues make uncomfortable reading, because we can all identify someone who really believes in them.

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Page Count

129

Publisher

Van Haren

Published Date

ISBN 10

9087538391

ISBN 13

9789087538392

Service Agreements - A Management Guide

By: itSMF International

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Service Agreements - A Management Guide

By: itSMF International

Note: This book is available in several languages: Chinese, English. This book provides a more thorough approach to service agreements than available so far. It takes the material from ITIL best practices one step further, by providing a more comprehensive and holistic approach to service agreements.

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Page Count

101

Publisher

Van Haren

Published Date

ISBN 10

9401801304

ISBN 13

9789401801300

Implementing ISO/IEC 20000 Certification: The Roadmap

By: itSMF International

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Implementing ISO/IEC 20000 Certification: The Roadmap

By: itSMF International

ISO/IEC 20000 is the corporate standard for achieving quality within IT Service Management. As individuals achieve success in Service Management frameworks such as ITIL®, many organizations have identified the benefits of making the jump to full corporate accreditation. But, having made the decision to invest in this standard, what is the best way to implement adoption in an efficient and successful way? This thorough, practical guide has been put together by real experts with real experience of how ISO/IEC 20000 works in the workplace and in the real world. Part A of this title covers the step by step description of the ISO 20000 implementation process. Part B contains real case studies from organizations who have successfully achieved ISO/IEC accreditation. This Official itSMF guide is unique in that it not only describes the implementation process. It also suggests solutions to common problems and set-backs. An understanding of the many business pressures means that practical guidance on the business case, measuring success (or not), or the need for quick wins are all included in this book, making it an invaluable companion for all those working on an implementation project. A sister guide to the hugely successful Official itSMF Introduction to ISO/IEC 20000 book, readers will find that this book becomes a key asset in delivering a practical, down to earth implementation program. Foreword by John Stewart of OGC.

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Page Count

213

Publisher

Van Haren

Published Date

ISBN 10

9401801347

ISBN 13

9789401801348

Service offerings and agreements ITIL V3 intermediate capability handbook

By: Alison Cartlidge,Stationery Office,Janaki Chakravarthy,itSMF UK

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Service offerings and agreements ITIL V3 intermediate capability handbook

By: Alison Cartlidge,Stationery Office,Janaki Chakravarthy,itSMF UK

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

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Page Count

148

Publisher

The Stationery Office

Published Date

ISBN 10

0113312709

ISBN 13

9780113312702

Planning, protection and optimization ITIL V3 intermediate capability handbook

By: George Kinnear,Tricia Lewin,Stationery Office,itSMF UK,John A. Sowerby

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Planning, protection and optimization ITIL V3 intermediate capability handbook

By: George Kinnear,Tricia Lewin,Stationery Office,itSMF UK,John A. Sowerby

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

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Page Count

166

Publisher

The Stationery Office

Published Date

ISBN 10

0113312725

ISBN 13

9780113312726

Planning to Implement Service Management

By: Vernon Lloyd,Colin Rudd,Chris Littlewood

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Planning to Implement Service Management

By: Vernon Lloyd,Colin Rudd,Chris Littlewood

Management, Computers, Computer networks, Management operations, Management techniques, IT and Information Management: IT Service Management

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ISBN 10

0952470691

ISBN 13

9780952470694

A Dictionary of IT Service Management Terms, Acronyms and Abbreviations ITIL

By: Ashley Hanna,itSMF - the IT Service Management Forum,Ivor Macfarlane

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A Dictionary of IT Service Management Terms, Acronyms and Abbreviations ITIL

By: Ashley Hanna,itSMF - the IT Service Management Forum,Ivor Macfarlane

This newly revised pocket dictionary from itSMF UK contains all the definitions from the ITIL® Glossary and Abbreviations (2011 Edition), supplemented by other IT service management terms selected by the authors. An essential reference both for students of ITIL qualifications and for those who use ITIL best practice in their everyday work

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Page Count

110

Published Date

ISBN 10

1906745056

ISBN 13

9781906745059

Service Agreements - A Management Guide

By: itSMF International

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Service Agreements - A Management Guide

By: itSMF International

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Page Count

101

Publisher

Van Haren

Published Date

ISBN 10

9401801304

ISBN 13

9789401801300

Not the IT Infrastructure Library

By: Brian Johnson,itSMF - the IT Service Management Forum,Paul Wilkinson

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Not the IT Infrastructure Library

By: Brian Johnson,itSMF - the IT Service Management Forum,Paul Wilkinson

This book examines some of the main areas where problems can arise in the implementation of IT, which can hinder the ability of the company to take full advantage of the business opportunities offered by developments in information and communication technology.

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ISBN 10

0952470675

ISBN 13

9780952470670

Foundations of IT Service Management Based on ITIL® V3

By: itSMF International

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Foundations of IT Service Management Based on ITIL® V3

By: itSMF International

Note: This book is available in several languages: Italian, German. Foundations of IT Service Management based on ITIL® V3 Foundations of IT Service Management based on ITIL has become the industry classic guide on the topic of ITIL. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This 2007 version has now been upgraded to reflect ITIL V3. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL V3 upgrade. The new ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with the Version 2 process approach will be delighted to discover that this new edition of Foundations of IT Service Management based on ITIL V3 has split out all the processes and describes them in detail. This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations. This title covers the following: PART 1: THE ITIL SERVICE LIFECYCLE Lifecycle phase: Service strategy Lifecycle phase: Service design Lifecycle phase: Service transition Lifecycle phase: Service operation Lifecycle phase: Continual service improvement PART 2: FUNCTIONS AND PROCESSES Introduction to Functions and Processes Functions and Processes in Service Strategy Functions and Processes in Service Design Functions and Processes in Service Transition Functions and Processes in Service Operation Functions and Processes in Continual Service Improvement and much more!

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Page Count

409

Publisher

Van Haren

Published Date

ISBN 10

9087538278

ISBN 13

9789087538279

IT Service Management from Hell

By: Paul Wilkinson,Brian Johnson

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IT Service Management from Hell

By: Paul Wilkinson,Brian Johnson

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Solve jigsaw puzzle

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Page Count

129

Publisher

Van Haren

Published Date

ISBN 10

9087538391

ISBN 13

9789087538392

Book's by itSMF - the IT Service Management Forum

IT Service Management from Hell based on Not ITIL

IT Service Management from Hell based on Not ITIL

IT Service Management from Hell

IT Service Management from Hell

Service Agreements - A Management Guide

Service Agreements - A Management Guide

Implementing ISO/IEC 20000 Certification: The Roadmap

Implementing ISO/IEC 20000 Certification: The Roadmap

Service offerings and agreements ITIL V3 intermediate capability handbook

Service offerings and agreements ITIL V3 intermediate capability handbook

Planning, protection and optimization ITIL V3 intermediate capability handbook

Planning, protection and optimization ITIL V3 intermediate capability handbook

Planning to Implement Service Management

Planning to Implement Service Management

A Dictionary of IT Service Management Terms, Acronyms and Abbreviations ITIL

A Dictionary of IT Service Management Terms, Acronyms and Abbreviations ITIL

Service Agreements - A Management Guide

Service Agreements - A Management Guide

Not the IT Infrastructure Library

Not the IT Infrastructure Library

Foundations of IT Service Management Based on ITIL® V3

Foundations of IT Service Management Based on ITIL® V3

IT Service Management from Hell

IT Service Management from Hell

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