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Product Description
Product Description
This publication provides best-practice advise on all aspects of managing the day-to-day operation of an organisation's IT services. It encompasses and supersedes the operational aspects of the ITIL Service Support and Service Delivery publications and covers most of the scope of ICT Infrastructure Management. it also incorporates operational aspects from the Planning to Implement, Application Management, Software Asset Management and Security Management publications.
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4 of 4 people found the following review helpful
The ITIL Blue Book on steroids
27 Dec 2007
Format:Paperback
As one of the official reviewers for this book I will of course have only good things to say...
It should be pointed out that ITIL v3 is a replacement for v2. The Service Operations book is an excellent "take me to the next step" for the hundreds of thousands of people around the world that have taken the v2 Service Support book to heart.
This text is likely to be the one that most IT professionals can relate to most strongly. The book begins in the same manner as the other 4 publications in the lifecycle, with generic discussions on service management, services and general functions and processes across the lifecycle.
The principles of Service Operations is dealt with in 14 pages touching on topics such as defining the functional units of Service Operation and (the largest part of this section) the issues of 'balance' that faces IT Management (internal vs. external, stability vs. responsiveness, cost vs. quality, reactive vs. proactive).
Next comes 40 pages on the Serivce Opertations processes. Event, incident, request, problem and access management are introduced and this is followed by a fairly comprehensive overview on Service Operation activities.
For those that are ITIL v2 aware, the Service Operation acitivities is a summary of the areas that were covered in the ICT Infrastructure Management text.
The book then moves into a section on functional organization considerations for Service Operation, followed by Technology issues across the different process areas (the technology section is not comprehensive, but you will get the idea).
Rounding out the text is the traditional implementation considerations and the associated challenges, risks and success factors that should occupy some mindspace of the implementation team.
It should be pointed out that ITIL v3 is a replacement for v2. The Service Operations book is an excellent "take me to the next step" for the hundreds of thousands of people around the world that have taken the v2 Service Support book to heart.
This text is likely to be the one that most IT professionals can relate to most strongly. The book begins in the same manner as the other 4 publications in the lifecycle, with generic discussions on service management, services and general functions and processes across the lifecycle.
The principles of Service Operations is dealt with in 14 pages touching on topics such as defining the functional units of Service Operation and (the largest part of this section) the issues of 'balance' that faces IT Management (internal vs. external, stability vs. responsiveness, cost vs. quality, reactive vs. proactive).
Next comes 40 pages on the Serivce Opertations processes. Event, incident, request, problem and access management are introduced and this is followed by a fairly comprehensive overview on Service Operation activities.
For those that are ITIL v2 aware, the Service Operation acitivities is a summary of the areas that were covered in the ICT Infrastructure Management text.
The book then moves into a section on functional organization considerations for Service Operation, followed by Technology issues across the different process areas (the technology section is not comprehensive, but you will get the idea).
Rounding out the text is the traditional implementation considerations and the associated challenges, risks and success factors that should occupy some mindspace of the implementation team.
2 of 2 people found the following review helpful
overpriced but a necessary evil
3 Mar 2010
Format:Paperback|Amazon Verified Purchase
Needing to do the Itil certifications, well you will need this book as it was written by the itil guys.
You would tend to believe that at this high price that it would be a hard cover but it isn`t. Pages are of good quality.
Like my title suggest, if you are planning on doing your itil certification you will need it as other books from 3rd party publishers might not cover everything.
You would tend to believe that at this high price that it would be a hard cover but it isn`t. Pages are of good quality.
Like my title suggest, if you are planning on doing your itil certification you will need it as other books from 3rd party publishers might not cover everything.
1 of 1 people found the following review helpful
Great book for the certification process
22 Oct 2009
Format:Paperback|Amazon Verified Purchase
This book was perfect for the studying required to certify for the ITIL Service Operations section.
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