Previously known as:

'IT Service Management based on ITIL V3 - A Pocket Guide'

This really popular pocket guide is a quick, portable reference tool designed for managers, to give an overall picture of the ITIL V3 upgrade. Covering not only the ITIL V3 Service Lifecycle approach, to provide even greater value, this handy new guide also describes the ITIL V3 functions and processes in a separate section as well.

Key Features

Our Yearly Top 1 Bestseller
Endorsed by APMG - the official accreditor of OGC
Key Content great for Foundation Exam preparation
Portable Reference Guide and contains all the fundamentals
The ITIL Service Lifecycle and the ITIL processes and fun ...

The IT sector is full of hypes. But once in a while there is a genuine inflection point, a moment at which the way of doing things fundamentally changes due to the introduction of new technologies.

The rise of cloud computing is just such an inflection point. Cloud computing is the next stage of the Internet computing model, one in which organizations will consume services, not technologies. These services will be ready to run, available outside the office walls, and be paid for on the basis of usage, just like water or electricity. As the cloud and services model matures, not only will businesses be able to solve old problems more inexpensively and rapidly, they will also be able to address new challenges that were previousl ...

The Service Catalog means many different things to many different people. However most would agree that a catalog that helps customers and users to quickly identify the services they require clearly adds value. In turn this helps organizations identify key services that support business processes, understand the contribution made by those services and manage them appropriately.

This well-constructed book provides practical advice and information that will help organizations to understand how to design and develop a service catalog and to understand the role that the service catalog performs within the service portfolio.


Readers will gain practical information and knowledge that will help with:
...

Capacity Management is described in most key ITSM frameworks: ITIL, ISO 20000 Microsoft Operations Framework (MOF) and the Application Service Library (ASL) all note the importance of Capacity Management.

This major title meets the need for an in-depth practical guide to this critical process. Written and reviewed by some of the world’s most respected experts in this field it shows how Capacity Management best practice can support provision of a consistent, acceptable service level at a known and controlled cost. Practical advice covers the essential control of two balances: Supply versus demand and resources versus cost.

Aligns with ISO/IEC 2000 and ITIL
ISO/IEC lists a set of required capacity management ...

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 p ...

IT Governance based on CobiT 4 0 A management guide (EN version) illustrations.zip ...

The Van Haren Publishing Bestselling Handbook on ITIL®!

The ITIL V3 approach is covered with all the ITIL Lifecycles. It has split out all the processes and descrbes 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. Suitable perfectly to those who are familiar with the Version 2 process approach and plan to ITIL V3 upgrade.

A systematic approach to the provision of IT services - based on ITIL V3 global best practices Includes official licensed diagrams
The separate handling of the ITIL Service Lifecycle and the ITIL processes and functions enables a better understanding of the core values ...

Officially recommended by EXIN as additional reading for the ITSM based on ISO 20000 course


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 ...

Courseware Workbook - “A How To Course - Pragmatic and Actionable”
Implementing IT Strategy & Governance: A Practical Guide to World Class IT Management Using Current & Emerging Best Practices- “How to Align, Plan, Implement and Govern Information Technology Resources for Improved Competitive Advantage, Profitability and Control in Global Enterprises” ...

A quick and accessible to a universally adopted standard. This standard is based on ITIL which is also very widely known and used. ISO 20000 describes Service Management standards that must be attained for corporate accreditation.

BS15000, the standard dedicated to IT service management, has now become an ISO standard (ISO 20000). The goal of this Pocket Guide is to provide an easy to read document that explains the nature, content and aim of ISO 20000 / BS15000. It should bring ISO 20000 within reach of a vast international audience at a higher speed, by providing an easy accessible pocket guide:

To promote the awareness and the acceptability of ISO 20000 as a valid standard for IT Services organisations
To ...