- Paperback: 233 pages
- Publisher: VAN HAREN PUBLISHING; 2nd Revised edition edition (1 Oct 2005)
- Language English
- ISBN-10: 9077212582
- ISBN-13: 978-9077212585
- Product Dimensions: 23.6 x 16.8 x 1.3 cm
- Average Customer Review: 2.5 out of 5 stars See all reviews (2 customer reviews)
- Amazon Bestsellers Rank: 257,919 in Books (See Top 100 in Books)
- See Complete Table of Contents
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Product Description
Review
If you're looking for the best introductory ITIL book on the market, this is absolutely it... Amazon Reviewer
Product Description
This introduction to IT Service Management is intended to serve as: a thorough and convenient introduction to the field of IT Service Management and the core books in the IT Infrastructure Library (ITIL); and a self-study guide that contains all the material needed to prepare for the Foundation Certificate examination in IT Service Management. It contains a wealth of practical knowledge collected by the editorial board that makes and raises questions, to encourage discussions and the comparison of the best practices found in the book with the reader's own experience.
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Customer Reviews
Most Helpful Customer Reviews
2 of 2 people found the following review helpful
Provides a decent overview, but once you start to drill down into each chapter you stat to notice inconsistencies e.g. it states on one page that the Service Level Requirements are located in the Identify phase. Then a page or two later, it talks about the same document being produced in the 'design' stage (not that a design stage even exists according to the previous pages!?) It also talks about a similiarly on-existent specification phase (which I assume is a synonym for the define phase...?) but either way, you are left none the wiser.
Overall, poorly written, inconsistent and misleading. Sorry.
Overall, poorly written, inconsistent and misleading. Sorry.
10 of 13 people found the following review helpful
I have purchased this book in an effort to help me prepare for the ITIL Service Management Foundation certificate. While reading it I notice two typographical errors, one on page 164 and another which I cannot locate to add to the review. Neither of these errors impacted my ability to understand the material but I did find it odd for a book that talks about quality in IT that it should have quality errors in its publication.
Getting back to the subject at hand. The book itself provides a good level of detail regarding the 10 areas of Service Management but I did find it to have less detail than its OGC counterparts (ITIL Service Support and ITIL Service Delivery). Granted the OGC publications on ITIL goes further to include the details of each process. While purpose of this book is to 'cut through' the technical jargon and make the concepts understandable. It is my feeling in an effort to make the book understandable that the author overlooked some of OGC's ITIL concepts and it is my feeling that the author could have included them without making this book overly complex. For example the section on change management. In the OGC's ITIL Service Support book it goes into defining change, defining service requests, and discusses in more detail a change's relationship to configuration management. In this book it talks about change, providing examples of changes including examples of service requests, but this book does not get into actually defining these terms. For me I feel I would have learnt more from this book if more information was included.
Overall I feel that this book is an excellent starting point for someone wanting to learn more about ITIL and Service Management. Also I feel that this book is written at the level needed to pass the foundation exam but overlooks another use, providing an easy to understand reference on service management. Anyone preparing for the foundation or practitioner exam I would encourage you to purchase the OGC publications to supplement your learning.
Getting back to the subject at hand. The book itself provides a good level of detail regarding the 10 areas of Service Management but I did find it to have less detail than its OGC counterparts (ITIL Service Support and ITIL Service Delivery). Granted the OGC publications on ITIL goes further to include the details of each process. While purpose of this book is to 'cut through' the technical jargon and make the concepts understandable. It is my feeling in an effort to make the book understandable that the author overlooked some of OGC's ITIL concepts and it is my feeling that the author could have included them without making this book overly complex. For example the section on change management. In the OGC's ITIL Service Support book it goes into defining change, defining service requests, and discusses in more detail a change's relationship to configuration management. In this book it talks about change, providing examples of changes including examples of service requests, but this book does not get into actually defining these terms. For me I feel I would have learnt more from this book if more information was included.
Overall I feel that this book is an excellent starting point for someone wanting to learn more about ITIL and Service Management. Also I feel that this book is written at the level needed to pass the foundation exam but overlooks another use, providing an easy to understand reference on service management. Anyone preparing for the foundation or practitioner exam I would encourage you to purchase the OGC publications to supplement your learning.
Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
13 reviews
12 of 12 people found the following review helpful
Good and not so good. . .
16 Dec 2007
Amazon Verified Purchase
The Good: I used this book as THE only major study source to pass the ITIL Foundations and indeed, it has the essentials to pass the exam -I passed with room to spare using only this *plus* a Transcender Practice exam (Oh yeah, and the ITIL chart that sells here for $11.) So, in one way of looking at it, there is a lot of helpful info here and it does the job to pass the exam. Also, it is the most affordable reference I could find.
The Not So Good: EXTREMELY boring! (another comment below has more detail about this) It written to be only a catalogue of Service Management elements and how they relate. A few illustrations were begun in the first chapter, but were discontinued by Chapter 2 making this very painful read. It is written in a way that the necessary info and the relationships of the processes are elaborated on enough to pass the exam, but again, so boring. It was also too repeatitive.
I hold several certifications and am the type of person who keeps all their books, however, I gave this one away the same day I passed the test. Several reasons: one, there is no index whatsoever for future reference -that would have been both easy for the publisher and extremely helpful for future needs; also, it is just so boring, nothing I want to see again. The numbering sequence when I first bought it I thought followed the Service Management Publications numbering, but not so, so there is no correaltions to that 'Bible' of ITIL. Seems to me that would have also been helpful and easy to do.
I do recommend this IF you can endure the pain and if you obtain something else to suplement. My choices of Transcender ITIL practice exam and the chart worked for me. I definitely am keeping the chart for future reference.
The Not So Good: EXTREMELY boring! (another comment below has more detail about this) It written to be only a catalogue of Service Management elements and how they relate. A few illustrations were begun in the first chapter, but were discontinued by Chapter 2 making this very painful read. It is written in a way that the necessary info and the relationships of the processes are elaborated on enough to pass the exam, but again, so boring. It was also too repeatitive.
I hold several certifications and am the type of person who keeps all their books, however, I gave this one away the same day I passed the test. Several reasons: one, there is no index whatsoever for future reference -that would have been both easy for the publisher and extremely helpful for future needs; also, it is just so boring, nothing I want to see again. The numbering sequence when I first bought it I thought followed the Service Management Publications numbering, but not so, so there is no correaltions to that 'Bible' of ITIL. Seems to me that would have also been helpful and easy to do.
I do recommend this IF you can endure the pain and if you obtain something else to suplement. My choices of Transcender ITIL practice exam and the chart worked for me. I definitely am keeping the chart for future reference.
11 of 12 people found the following review helpful
Excellent book to understand the ITIL basics
9 Jan 2007
Excellent book to understand the ITIL basics and to clear the foundation certification. I would recommend this if your objective is to clear the certification in a short span of time. There are other books available if you want to read every process in detail.
9 of 11 people found the following review helpful
Excellent reference
11 Nov 2006
I just finished the ITIL Foundation Certification class (still awaiting test results) and this book was used for teaching. The book is more clear and concise than the older version which a coworker has. Since I am in charge of one of the ITIL processes at work and wasn't familiar with the "Seperation of Duties" I really needed this book. I will use this book and knowledge gained from the class in order to Implement the process.
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