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 specif ...

This title includes a wealth of information about using a Service Catalog within the wider context of delivering value to the business. It focuses on embedding a truly customer-oriented IT service.

This book covers Service Catalog fundamentals – the use of Service Catalogs as a core IT tool covering the services themselves, default capabilities, measures and primary means of access and provision. It then shows how this tool is pivotal in demonstrating the value IT provides to facilitate business operations.

Written by industry experts and using real case studies, this valuable title takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and how to implement them successf ...

A Framework for Successful Planning, Selection, Governance, Risk Mitigation, Implementation and Management Based on Current and Emerging Best Practices.

This seminar material covers topics to help individuals and organizations (buyers, sellers and advisors) manage global sourcing of any services, including sourcing strategies, developing the business case for sourcing, managing in a multi-cultural and multi-vendor environment, selection, managing and governance of the service provider, sourcing models and sourcing project life cycle stages, relationship models, role of standards and certification, and managing globally dispersed and virtual teams. ...

Microsoft® Operations Framework (MOF) 4.0 was delivered in 2008 and delivers practical guidance for everyday IT practices and activities, helping users establish and implement reliable, cost-effective IT services. It encompasses the entire IT lifecycle by integrating:

Community-generated processes for planning, delivering, operating, and managing IT
Governance, risk, and compliance activities
Management reviews
Microsoft Solutions Framework (MSF) best practices

The goal of MOF is to provide guidance to IT organizations to help them create, operate, and support IT services while ensuring that the investment in IT delivers expected business value at an acceptable level of risk.

MOF’s ...

This Introduction Guide to the Sarbanes-Oxley Body of Knowledge (SOXBoK) is the world's most comprehensive, authoritative compendium on Sarbanes-Oxley (SOX). Produced by SOX Institute, the leading provider of Sarbanes-Oxley research, education, certification, advisory and membership services for GRC (Governance, Risk Management and Compliance) professionals, the SOXBoK has been created by practitioners for practitioners.

It covers all titles and sections of the Sarbanes-Oxley Act, and provides actionable advice for implementation using GASP (Generally Accepted SOX Principles). It is a must-have for anyone implementing SOX and similar regulations. It addresses the Finance, Accounting, Audit, IT, Ethics, Legal, Risk and other di ...

This book help people prepare for the ITIL® Intermediate qualification exams. It contains tips for selecting the appropriate course, preparing for the course, and what trainers and examiners expect you to achieve during a course. Additionally, this book covers tips on reading and understanding the syllabuses, scenarios, supplemental information, and sample question and the answers.

Written by a globally experienced trainer and reviewed by other professionals this unique work provides clear and concise guidance for all those seeking to build on the ITIL training they have received at Foundation Level. Additionally it provides Personnel and Human Resource professionals with a guide as to how this training should be used to impro ...

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

Assessment of Organizational Maturity is becoming a very popular technique. This book explains how most organizations need to achieve and maintain the competitive ability to meet and take advantage of change. Skills, technical ability, processes all must be in place to achieve competitive advantage.


Many companies aspire to ‘maturity’ in these areas; others use well documented and successful frameworks and approaches in specific areas of the organization.

However it is clear that ‘maturity’ and all the benefits it delivers cannot be limited to just one department in an organization or just one discipline.


MINCE® - a framework for achieving organizational maturity, takes the approach that ...

Takes an irreverent look at the history of ITIL, and how (not) to achieve an upgrade. It’s not what you might expect!! Illustrated with original cartoons, this book places ITIL in its historical and geographical context, whilst rambling on about IT babble and industry verticles.

It comprises infinitely digestible advice for those seeking IT service management enlightenment. The reason it is a single volume is that those familiar with the original philosophical books known as '****' largely became bed-ridden as a result of carrying around several inconvenient filing cabinets, most of which they never read and even more of which was useless. ...

This title provides a measurement framework which is based on a continuous improvement lifecycle. The measurement framework is aligned with the IT Infrastructure Library (ITIL) set of best practices and is compatible with the Control Objectives for IT (CobiT) framework and supports ISO/IEC 20000 standards for IT Service Management.


The goal of this book is to provide the reader with a measurement framework to align IT with the business objectives to create value through continuous improvements. The objectives of the measurement program are to help the user determine ways to:

Align IT with business objectives
Maintain compliance requirements for business operations
Drive operational efficiencies, ...