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Introduction to IT Service Management based on ITIL®
The ITIL framework from the OGC is the de facto standard for IT Service Management. However, the source material, as you will know if you have looked at it, is certainly not too accessible to beginners.
That's because it is not meant to be introductory material. It is, of course, reference material. In addition, the source books are written by people who understand the discipline very well and are fluent in the management-speak of their peers. There is nothing wrong with any of that, except that beginners often do not possess the necessary specialist vocabulary to be able to understand it.
And that's why this guide was written; to provide a clear and concise, yet comprehensive introduction to ITIL and to help you develop a thorough understanding of IT Service Management.
• Quality Overview of the IT Service Management Discipline• Includes All 26 ITIL Processes• Full Service Lifecycle Description• Helpful Illustrations and Tips• How to Implement IT Service Management• Excellent Exam Prep for the ITIL Foundation Exam
Introduction to ITIL and Service Management
A top quality introduction to the ITIL framework and the IT Service Management discipline, this book includes descriptions of all 26 ITIL processes and a full service lifecycle description. In addition, there are helpful illustrations and tips to assist the reader with the understanding of important concepts.
ITIL Foundation Examination Preparation
Covering ITIL versions V2, V3 and the latest rewrite of V3 (i.e. ITIL 2011) this guide is fully up-to-date and is excellent exam prep material for anyone looking to study for the ITIL® Foundation certificate in IT Service Management.
About the Author
The author is a graduate of the University of Birmingham, England. He was Technical Manager of Apricot International during its heyday and has been involved with IT Service Management in training and consultancy for the past 14 years. He holds the ITIL Expert certification is a lifetime member of the British Computing Society.