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Synopsis
This work draws together the advice provided in the five core books by CCTA on service support. It covers: change management; configuration management; help desk management; problem management; software release and rollout; and an explanation of the links between the disciplines.
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Customer Reviews
Most Helpful Customer Reviews
52 of 59 people found the following review helpful
This book looks at ways IT service delivery can be improved and suggests methods and guidelines to follow with a view to setting a industry standard, the book covers many subjects including Service Level Management, helpdesk Procedures, Change management processes and promotes the act of Proactive customer support, ITIL is a standard that will help improve customer service across the IT industry well worth the money.
5 of 8 people found the following review helpful
As a consultant in ITSM I have to read this book, but basically it is not readable like a novel or anything like this. It is typ of referenc when it comes to ITIL. And here we have nothing else of importance than this book. So I use it day to day to search for phrases, catching up specific topics of interesst and refresh on certain areas.
Most Helpful Customer Reviews on Amazon.com (beta)
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5 reviews
42 of 42 people found the following review helpful
Official guide to 6 key ITIL processes
30 Jun 2004
This is the official guide to service support, covering:
(1) Service Desk
(2) Incident Management
(3) Problem Management
(4) Configuration Management
(5) Change Management
(6) Release Management
Recommended if you are pursuing ITIL certification because this is the official guide, or wish to invest in reference material for a shared library when implementing ITIL. The service delivery topic is well covered from theory and practical perspectives, and the interrelationship between and among process areas are clearly depicted.
If you are merely exploring the benefits of the ITIL or want a condensed reference I recommend instead that you look at "IT Service Management: An Introduction" (ISBN 9080671347), which covers the six service support processes in sufficient detail to gain a solid understanding of them and what implementing them entails. Another resource I highly recommend is ITIL Community Forum, which you can reach by pasting the ASIN number B0002FP9PO into the search box on this page, selecting all products and clicking GO. This site has a link to an open source version of the ITIL documentation that is evolving, but contains good descriptions of many of the key process areas.
5 of 5 people found the following review helpful
Official OGC material to prepare your ITIL Foundation Certificate
27 Jun 2005
This is the OGC's official documentation, it has several typos but the content is very clear and well documented; very useful to prepare your ITIL Foundation Certificate - it might be wise to wait the new edition of ITIL V3.0 that will cover other ITSM topics
All the best,
Christophe Poizat
(...)
All the best,
Christophe Poizat
(...)
4 of 4 people found the following review helpful
This book is essential for ITIL Version 2 Exams --- Especially the Manager's Level Certification
19 Jan 2007
I purchased this book and its companion, Service Delivery, to prepare for the Master's level exam administered in April, 2004. I read these books, made outlines, completed a practice exam and found that I was sufficiently prepared to pass the exam on my first try.
I know that some people will sit for the exam using other sources, such as their class notes or materials supplied by their training provider. I have an aversion to getting information too far removed from the primary source. Sometimes there is a reason you do not want to use a primary source. Perhaps the material is too sterile and you need the examples that secondary sources tend to provide. However, that is not the case for these books.
The material is well organized. The concepts within chapters are numbered, and the accompanying charts and graphs help clarify the ideas. The concepts are written in an easy to understand style. There is no reason to avoid reading this primary source of information.
On a cautionary note, you must decide whether you should purchase this version 2 book based on when you plan to sit for the certification exam. As you may have heard, Version 3 is scheduled for release in Spring 2007.
If you are wondering what will be different between the two versions, as well as what changes to expect in certification and examination, you can go straight to the source. I recommend that you read the ITIL Refresh News by Chief Architect Sharon Taylor.
You can find the article at www.itil.co.uk/news.htm. (Scroll down to the November 2006 entry entitled 'ITIL Refresh News, Autumn 2006' and click on the pdf entitled 'ITIL Refresh News 1st Edition.' You can register for ITIL Refresh News and email alerts at www.best-management-practice.com/ITILRefreshRegister.
Good luck and best wishes on the exam.
I know that some people will sit for the exam using other sources, such as their class notes or materials supplied by their training provider. I have an aversion to getting information too far removed from the primary source. Sometimes there is a reason you do not want to use a primary source. Perhaps the material is too sterile and you need the examples that secondary sources tend to provide. However, that is not the case for these books.
The material is well organized. The concepts within chapters are numbered, and the accompanying charts and graphs help clarify the ideas. The concepts are written in an easy to understand style. There is no reason to avoid reading this primary source of information.
On a cautionary note, you must decide whether you should purchase this version 2 book based on when you plan to sit for the certification exam. As you may have heard, Version 3 is scheduled for release in Spring 2007.
If you are wondering what will be different between the two versions, as well as what changes to expect in certification and examination, you can go straight to the source. I recommend that you read the ITIL Refresh News by Chief Architect Sharon Taylor.
You can find the article at www.itil.co.uk/news.htm. (Scroll down to the November 2006 entry entitled 'ITIL Refresh News, Autumn 2006' and click on the pdf entitled 'ITIL Refresh News 1st Edition.' You can register for ITIL Refresh News and email alerts at www.best-management-practice.com/ITILRefreshRegister.
Good luck and best wishes on the exam.
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