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Synopsis
The aim of this book is to give the reader key issues to be considered when planning for the implementation of IT service management. The book explains the steps required to implement or improve IT service provision. It provides guidance on alignment of the business needs to IT and enables the reader to assess if IT service provision is meeting the requirements of the business. Where the business requirements are not being met it details the steps necessary to ensure the IT service provision does meet the current and future needs of the business. The aim therefore is to give practical guidance in evaluating the maturity levels of service management and on implementing improvement to the processes. This book is one of a series issued as part of the "IT Infrastructure Library" that documents industry best practice for the support and delivery of IT services. Although this book can be read in isolation, it is recommended that it be used in conjunction with the other ITIL books. Service management is a generic concept and the guidance in the ITIL books is applicable generically. The guidance is also scaleable - applicable to both small and large organizations.It applies to distributed and centralized systems, whether in-house or supplied by third parties. It is neither bureaucratic nor unwieldy if implemented sensibly and in full recognition of the business needs of the organization.
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Customer Reviews
Most Helpful Customer Reviews
8 of 8 people found the following review helpful
Format:Paperback
Vernon takes his many years of experience within the IT Service Managment area and presents a practical guide to implementing ITIL (the IT Infrastructure Library). Clearly written with a strong business focus, this book is prerequisite reading for any IT service professional thinking of implementing ITIL. Many topics are covered aimed at providing a wide, yet focussed, basis for forethought. I would highly recommend this comprehensive book both for the novice and the experienced professional who needs their thinking challenged.
http://www.itilhelp.com
http://www.itilhelp.com
Format:Paperback
For everyone who is looking for some ITIL book!!!!
Besides Support and Delivery, this is the most important from ITIL V2.
Besides Support and Delivery, this is the most important from ITIL V2.
Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
1 review
54 of 58 people found the following review helpful
Can be safely ignored
30 Jun 2004
Format:Paperback
Most of the books in the official ITIL series are required reading if you are implementing or pursuing ITIL certification. This one can, in my opinion, be safely ignored.
The key theme of the book is promotion of the ITIL and its benefits, and a high-level overview of implementation issues. The areas covered include: describing the ITIL vision, helping you to determine your 'As Is' posture and your 'To Be' per the ITIL.
It also provides a roadmap to get from 'As Is' to 'To Be', checkpoints, and advice on how to maintain momentum during the implementation. This guide also gives an example cost-benefit analysis supporting for service management process implementation, a process maturity framework, and a glossary of terms.
A more detailed book that will easily supplant this one is "IT Service Management: An Introduction" (ISBN 9080671347). It contains all of the information that this book provides, plus an in-depth look at each of the ITIL's key process areas, how they relate to one another, and better implementation advice.
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