Dieser Leitfaden ist als handliches Nachschlagewerk für Personen gedacht, die im IT Service Management tätig sind, sowie für Personen, die den Abschluss „Foundation Certificate in IT Service Management“ erwerben wollen. Diese Veröffentlichung stellt eine Ergänzung zur vollständigen IT Infrastructure Library (ITIL) dar, die im Kapitel „Best Practice im IT Service Management“ ausführlich behandelt wird.

Der Leitfaden erläutert die Prozesse, die in den beiden Kernbereichen des Service Management zur Anwendung kommen, sowie ihre Anwendung während des gesamten Service-Lebenszyklus. Die beiden Kernbereiche sind:
- Service-Support
- Service-Delivery

Die in diesem Leitfaden enthaltenen Ausführungen sind weder maßgelblich noch verpflichtend, vielmehr handelt es sich hier um eine Reihe von Richtlinien, die auf den Best Practice Empfehlungen der ITIL beruhen. Das Regelwerk ist von nutzen für und anwendbar auf alle IT-Organisationen – unabhängig von ihrer Größe und von der eingesetzten Technologie. Die Richtlinien sollten so adaptiert und angeeignet werden, dass sei auf die jeweilige Organisation passen. Hierbei finden folgende spezifische Gegebenheiten Berücksichtigung:
- Business
- Kultur
- Struktur
- Umgebung
- Prozesse

Der Leitfaden für das IT Service Management beginnt mit der Schlüsselbotschaft – und betont sie erneut -, dass IT Services einzig dem Zweck dienen, die Organisation und ihre effiziente und effektive Tätigkeit zu unterstützen.

This publication is commonly known as the ‘Pocket Guide’. It has been designed as a handy reference book for information Technology Service management practioners and for those taking the Foundation Certificate in IT Service Management. It is a complementary publication to the complete IT Infrastructure Library (ITIL) which is discussed in more detail in the section on IT Service Management Best Practice.

The Pocket Guide explains the processes involved in the two key areas of Service management, and thier application to the complete service life-cycle. Service Support and Service Delivery.

In den letzten Jahren hat sich IT Service Management zu einem eigenständigen Bereich entwickelt. Unternehmen sind mittlerweile so stark von der Automatisierung großer Teile ihrer Geschäftsprozesse abhängig, dass die Qualität von IT-Services und der dazu nötigen IT Organisation essentiell ist.

Diese Einführung in IT Service Management, veröffentlicht durch das itSMF, basiert auf den aktuellsten Ausgaben der ITIL-Bücher Service-Support und Service-Delivery und soll dienen als:

• Eine vollständige und pragmatische Einführung in das Thema IT Service Management sowie die Bücher der IT Infrastructure Library (ITIL)
  
• Ein Selbststudiumsführer, für die Vorbereitung zur Foundation-Zertifizierung.
  

Diese neue Auflage enthält zusätzliche Kapitel über zwei kürzlich publizierte ITIL-Bücher: ICT Infrastructure Management und Application Management.

Dieses Buch ist nicht nur ein Lehrbuch, sondern enthält eine Fülle des vom Redaktionsausschuss gesammelten praktischen Wissens und Erfahrungen. Dieses praktische Wissen und die Einführung in das Thema IT Service Management machen das Buch auch für diejenigen interessant, die mit der Herausforderung konfrontiert sind IT Service Management einzuführen.

In recent years, IT Service Management has developed into a field in its own right. Organizations are now so dependent on the automation of large parts of their business processes that the quality of IT services and the synchronization of these services with the needs of the organization are now essential to their survival.

This introduction to IT Service Management, published by ITSMF-NL, is based on the latest edition of the ITIL books on Service Support, Service Delivery and Security Management, and is intended to serve as:

• thorough and convenient introduction to the field of IT Service Management and the core books in the IT Infrastructure Library (ITIL).
• self-study guide that contains all the material needed to prepare for the Foundation Certificate examination in IT Service Management.

The book fully covers the official syllabus of the ITIL Foundations exam, as it is set by the ITIL Certification Management Board. It contains the same chapters on Service Support, Service Delivery and Security Management as the official "Introduction to ITIL", plus a case description with questions, and an additional chapter on exam preparation, making it even more useful as a study guide for the ITIL Foundation exam.

While this book may serve as a textbook, it is not a theoretical book. Instead, it contains a wealth of practical knowledge collected by the editorial board. This practical knowledge and the introduction to the field of IT service management make the book useful even for those not preparing for the examination.

Since no single publication can have the answers to all the questions that arise in a field so multifaceted as IT Service Management, the aim of the book is to raise key questions, to encourage discussions and the comparison of the best practices found in the book with the reader's own experience.

This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO20000 (BS15000) as a basis. It is a general guide to the use of metrics as a mechanism to control and steer IT service organizations.
A major reason for covering this topic is that many organizations have found it very difficult to use metrics properly. This book will deal with the causes of the difficulties to implementing metrics and will present workable solutions.
It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organizations. It also provides specific recommendations for applying metrics across the ITIL, ISO20000 (BS15000) and other processes, discussing the rationale of the recommendations. This enables an organization to implement the metrics as described directly as a first-pass solution that can be benchmarked against other organizations. But they can also be used as a starting point for customizing particular metrics.
Badly designed metrics can be actively harmful to an organization's proper functioning. Producing a set of metrics that avoids the pitfalls and delivers genuine value is not easy. This book will make that task much simpler and less error prone.

"This is more than a book, it's a practical, useable "A to Z" of IT Service Management Metrics!

Peter Brooks (Author) has given us all a crystal clear view of a neglected, blurred piece of the IT Service Management puzzle. As a Principal ITSM Consultant working for Foster-Melliar in I am continuously disappointed by the many ITSM books produced that generally regurgitate what is already known by many in the industry.

Metrics for IT Service Organisations provides a vast array of possible audiences something that many ITSM volumes do not, and this is a Practical, useable view of "How" to plan for, design, manage and improve the critical measures IT Service organisations require from both a strategic, tactical and operational perspective.

I don't carry many books around with me, this one, I most certainly will!!"

Ian Clark Principal ITSM Consultant Foster-Melliar

"With all the focus on IT Governance and IT Business process management. It is easy to see why metric are becoming hugely important for the management of organisations. In reality however, getting the right set of metrics in place is by no means a simple exercise.
Metrics for IT service organisations can be a great help. Using ITIL as the basis the book lists many useful examples of metrics. But what is more important, is that it gives us insight into to creation of "good" metrics and the dangers of "bad" metrics. "

Emma Speakman IT BPM consultant SA/NL/UK

"Looking for a comprehensive, in-depth exploration and explanation of what metrics to use in your ITSM journey?

Then 'Metrics for IT Service Organizations' by Peter Brooks may be exactly what you're looking for.

This (new) book not only covers what metrics need to be seriously considered, but explains the 'why' and 'how' behind selecting and defining them, pointing out along the way many of the dangers and pitfalls of selecting the wrong ones; or too many.

If you tend to agree that 'what gets measured gets done', then applying the ideas in Peter's book will assist you in getting the right things done."

Ken Wendle (FISM) previous President of the itSMF , works as a Senior Solution Architect for Hewlett Packard's OpenView Software division

Given that itSMF is the source, readers of this book will naturally expect a 'best practices' view on metrics, and a highly practical reference text. More particularly, though, the special merit of the text is its carefulness in stressing that metrics must be both useful and meaningful, and that the meaning comes from the business perspective on IT management processes - a perspective always represented by a stated business objective. By encouraging readers to seriously commit to defining clear business objectives, the text aims the reader at measurement that avoids excess or irrelevance.

Malcolm Ryder (CA Architect)

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.

The book provides guidance on alignment of the business needs to IT. It 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 current maturity levels of Service Management and on implementing improvement to the processes. This book is one of a series issued as part of ITIL 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 organisations. It applies to distributed and centralised 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 organisation.

ITIL (IT Infrastructure Library) ist der weltweit meistverbreitete und anerkannte Lösungsansatz für IT Service Management. ITIL stellt eine umfassende und konsistente Sammlung bewährter Erfahrungen („Best Practices“) zum Thema IT Service Management dar. Sie stellt die Qualität in den Mittelpunkt, um eine effektive und effizientere Unterstützung der Geschäftsprozesse durch die IT zu erreichen. Ihr qualitätsorientierter Ansatz ermöglicht dem Unternehmen die effektive und effiziente Nutzung der IT.

ITIL basiert auf den praktischen Erfahrungen aus Wirtschaft und Verwaltung, welche in ein bewährtes, schlüssiges Modell gegossen wurden. ITL hat sich zu einem „de facto-Standard“ entwickelt und wird von vielen führenden Unternehmen in der Welt eingesetzt.

Focuses on ensuring that the customer has access to appropriate services to support the business functions. Issues covered include service desk, incident management, problem management, configuration management, change management and release management. It expands the necessary interactions between these and other core IT service management disciplines, and updates best practice to reflect recent changes in technology and business practices.

Service Delivery is the second element in the new ITIL Infrastructure Library to be published, and will shortly be available on CD-ROM. Service providers need to offer business users adequate support - Service Delivery covers all aspects that must be taken into consideration.

Issues covered include Service Level Management, Financial Management for IT Services, IT Service Continuity Management, Availability Management Contingency Planning and Capacity Management. Each component of service delivery is discussed separately in the book. The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes.

ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world, ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. ITIL is based on the collective experience of commercial and governmental practitioners worldwide. This has been distilled into one reliable, coherent approach, which is fast becoming a de facto standard used by some of the world's leading businesses.

Service Delivery is the second element in the new ITIL Infrastructure Library to be published, and will shortly be available on CD-ROM. Service providers need to offer business users adequate support - Service Delivery covers all aspects that must be taken into consideration.

Issues covered include Service Level Management, Financial Management for IT Services, IT Service Continuity Management, Availability Management Contingency Planning and Capacity Management. Each component of service delivery is discussed separately in the book. The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes.

ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world, ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. ITIL is based on the collective experience of commercial and governmental practitioners worldwide. This has been distilled into one reliable, coherent approach, which is fast becoming a de facto standard used by some of the world's leading businesses.

Security Management is primarily responsibility of the business, with the IT Security Officer responsible for setting Security Policy. This title looks at Security from the service provider standpoint. It defines how Security Management relates to the IT Security Officer and provides the level of security necessary for the provision of the total service to the organisation.

ITIL (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world. ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. ITIL is based on the collective experience of commercial and government practitioners worldwide. This has been distilled into one reliable, coherent approach, which is fast becoming a de facto standard used by some of the world’s leading businesses.

This is a recent ITIL guide that explains the process of security management with IT service management. The guide focuses on the process of implementing security requirements identified in the IT Service Level Agreement, rather than considering business issues of security policy. The book was developed taking into consideration the plans for consolidating and inter-linking the ITIL Service Support and Service Delivery core guides.

Many organizations are demanding increased quality levels from ICT service providers, often irrespective of whether these services are outsourced or supplied in-house. Service management (SM) is the integrated approach to the management of ICT service requirements and levels.

This new publication outlines the background, operation and benefits of a variety of service agreements, and includes models for the design of a service catalogue and service agreement development.

A PRACTITIONER GUIDE is the first publication of a new series of ITSMF, supporting, the first new ITIL Practitioner Cluster training Release & Control of EXIN The publication is written by a team of experts from leading training organizations throughout the world.and has a strong practical component.

This book covers the following ITIL processes:

- Configuration Management,
- Release Management
- Change Management
Practitioner Release and Control for IT Service Management, based on ITIL®

-A PRACTITIONER GUIDE aims at helping the reader to prepare for using Best Practices in his or her role in the area of Change Management, Release Management and Configuration Management. The guidance provided in this book is based on ITIL, the Best Practice Library in IT Service Management. The chapters are structured round the main competency areas of the practitioner requirements: Manage, Organize, Optimize, so the reader can relate reading material and tasks easily.

The publication contains hands-on advice from experienced practitioners from different parts of the world, not to be found in the ITIL books. The book offers templates, plans, checklists, examples and how-to’s that can help practitioners perform their tasks. The book also contains excercises, learning hints and exam questions that make it into a valuable study aid for those preparing for the ITIL Practitioner Certificate in IT Service Management: Release and Control.

Preannouncement / Vorankundigung
Expected publishing date: c. 15 January 2008
 
This Pocket Guide is a concise summary of ITIL® V 3. A quick, portable reference tool to this leading standard within the Service Management community.
What are the key service management processes? What is the ‘lifecycle’ approach?
 
English version available; Dutch, version available c. 5 January; French, Japanese, Spanish versions available February 2008
 
 
This product will be in stock on Tuesday 15 January, 2008.

This Pocket Guide is a concise summary of the ITIL version 3. A quick, portable reference tool to this leading standards within the Service Management community. What are the key service management processes? What is the ‘lifecycle’ approach?

Foundations of IT Service Management based on ITIL® V3

The Official itSMF Handbook on ITIL®! Foundations of IT Service Management based on ITIL has become the industry classic guide on the topic of ITIL. Over the years this authoritative itSMF guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This 2007 version has now been upgraded to reflect ITIL V3. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL V3 upgrade. The new ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with the Version 2 process approach will be delighted to discover that this new edition of Foundations of IT Service Management based on ITIL V3 has split out all the processes and describes them in detail. This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations. This title covers the following: PART 1: THE ITIL SERVICE LIFECYCLE Lifecycle phase: Service strategy Lifecycle phase: Service design Lifecycle phase: Service transition Lifecycle phase: Service operation Lifecycle phase: Continual service improvement PART 2: FUNCTIONS AND PROCESSES Introduction to Functions and Processes Functions and Processes in Service Strategy Functions and Processes in Service Design Functions and Processes in Service Transition Functions and Processes in Service Operation Functions and Processes in Continual Service Improvement ….and much more! Comments on previous editions of this title include: “… no single book have I recommended more highly than this. It consolidates the focus and understanding of the core ITIL books … in an easy to read and efficient manner. No fuss - no fluff. Without exception it's the one book reference to IT Service Management“ “… if you're looking for the best introductory ITIL book on the market, this is absolutely it.” “… in my opinion (this book) should be read by all IT professionals.” “… this book is among the best I've read this year, and (it is) certainly among the most important books published this year for IT operations and infrastructure professionals.“

This product will be in stock on Saturday 15 March, 2008.

This new title looks at Best Practices described in the ITIL V3 upgrade. Focusing on the Lifecycle approach, this new publication covers the following steps in detail:

· Service Strategy
· Service Design
· Service Operation
· Service Transition
· Continual Service Improvement

Foundations of IT Service Management based on ITIL has become the industry classic guide on the topic of ITIL. Over the years this authoritative itSMF guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This 2007 version has now been upgraded to reflect ITIL V3. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL V3 upgrade. The new ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with the Version 2 process approach will be delighted to discover that this new edition of Foundations of IT Service Management based on ITIL V3 has split out all the processes and describes them in detail. This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations.

This title covers the following:

PART 1: THE ITIL SERVICE LIFECYCLE
Lifecycle phase: Service strategy
Lifecycle phase: Service design
Lifecycle phase: Service transition
Lifecycle phase: Service operation
Lifecycle phase: Continual service improvement

PART 2: FUNCTIONS AND PROCESSES
Introduction to Functions and Processes
Functions and Processes in Service Strategy
Functions and Processes in Service Design
Functions and Processes in Service Transition
Functions and Processes in Service Operation
Functions and Processes in Continual Service Improvement ….and much more!

A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

• Service Management strategy and value planning
• Linking business plans and directions to IT service strategy
• Planning and implementing service strategy

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes. Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

• Service design objectives and elements
• Selecting the service design model
• Cost models
• Benefit/risk analysis
• Implementing service design
• Measurement and control

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Service Transition provides guidance and process activities for the transition of services in the operational business environment. It covers the broader, long-term change management role, release and deployment practices, so that risks, benefits, delivery mechanisms and the support of ongoing operational services are considered.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

• Managing organisational and cultural change
• Knowledge management
• Service knowledge management system
• Methods, practices and tools
• Measurement and control
• Companion best practices

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM.

Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary. Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

• Application Management
• Change Management
• Operations Management
• Control processes and function
• Scaleable practices
• Measurement and control

• Business and technology drivers for improvement
• Justification
• Business, financial and organizational improvements
• Methods, practices and tools
• Measurement and control
• Companion best practices

The new core ITIL titles have been commissioned and structure to be read as a five title series, each building on the work of the other. As the five core titles reflect the lifecycle of services, their appeal encompasses the entire spectrum of people involved at any stage of the framework. So, without being the prime audience, everyone involved will benefit from access to the entire library.

Publications in the suite:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well. What are the key service management processes? What is the ‘lifecycle’ approach?

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well. What are the key service management processes? What is the ‘lifecycle’ approach?

 “… a wonderful compliment to the Best Practice Series. As an ITIL Training Organization our consultants were required to reach each of the ITIL V3 books. There was lots of complaining about how the books took too long to say very little. The Management Guides are a good alternative for those who want a quick reference. They are in-depth enough to cover the subject without becoming overly verbose” (Ramon Smitherman, Vice President Sales and Operations, Dream Catchers Inc)

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well. What are the key service management processes? What is the ‘lifecycle’ approach?

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well. What are the key service management processes? What is the ‘lifecycle’ approach?

 “… a wonderful compliment to the Best Practice Series. As an ITIL Training Organization our consultants were required to reach each of the ITIL V3 books. There was lots of complaining about how the books took too long to say very little. The Management Guides are a good alternative for those who want a quick reference. They are in-depth enough to cover the subject without becoming overly verbose” (Ramon Smitherman, Vice President Sales and Operations, Dream Catchers Inc)

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well. What are the key service management processes? What is the ‘lifecycle’ approach?

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well. What are the key service management processes? What is the ‘lifecycle’ approach?

 “… a wonderful compliment to the Best Practice Series. As an ITIL Training Organization our consultants were required to reach each of the ITIL V3 books. There was lots of complaining about how the books took too long to say very little. The Management Guides are a good alternative for those who want a quick reference. They are in-depth enough to cover the subject without becoming overly verbose” (Ramon Smitherman, Vice President Sales and Operations, Dream Catchers Inc)

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well. What are the key service management processes? What is the ‘lifecycle’ approach?

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well. What are the key service management processes? What is the ‘lifecycle’ approach?

 “… a wonderful compliment to the Best Practice Series. As an ITIL Training Organization our consultants were required to reach each of the ITIL V3 books. There was lots of complaining about how the books took too long to say very little. The Management Guides are a good alternative for those who want a quick reference. They are in-depth enough to cover the subject without becoming overly verbose” (Ramon Smitherman, Vice President Sales and Operations, Dream Catchers Inc)

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well. What are the key service management processes? What is the ‘lifecycle’ approach?

 “… a wonderful compliment to the Best Practice Series. As an ITIL Training Organization our consultants were required to reach each of the ITIL V3 books. There was lots of complaining about how the books took too long to say very little. The Management Guides are a good alternative for those who want a quick reference. They are in-depth enough to cover the subject without becoming overly verbose” (Ramon Smitherman, Vice President Sales and Operations, Dream Catchers Inc)

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well. What are the key service management processes? What is the ‘lifecycle’ approach?

 “… a wonderful compliment to the Best Practice Series. As an ITIL Training Organization our consultants were required to reach each of the ITIL V3 books. There was lots of complaining about how the books took too long to say very little. The Management Guides are a good alternative for those who want a quick reference. They are in-depth enough to cover the subject without becoming overly verbose” (Ramon Smitherman, Vice President Sales and Operations, Dream Catchers Inc)

Packed Full with Global Expertise!

This thorough series of titles looks at each of the ITIL V3 lifecycle stages in order to give readers a succinct but complete guide to the essence of that stage This Management Guide set consists of 5 books:

• Service Operation based on ITIL® V3: A Management Guide
• Service Transition based on ITIL® V3: A Management Guide
• Continual Service Improvement based on ITIL® V3: A Management Guide
• Service Design based on ITIL®V3: A Management Guide
• Service Strategy based on ITIL® V3: A Management Guide

The books are divided into two parts: In the first part the lifecycle phase is discussed in detail, in a standardized structure. In addition there is general information on principles of processes, teams, roles, functions, positions, tools, and other elements of interest. The second half specifically addresses the processes and functions of the lifecycle stage and are described in detail.

Each of these processes and functions is described in terms of :

• Activities, methods and techniques
• Interfaces, inputs and outputs
• Metrics and Key Performance Indicators (KPIs)
• Implementation, with Critical Success Factors (CSFs), challenges, risks and traps

A reference list of used sources is provided, as well as the official ITIL Glossary and a list with acronyms brought to you by the world’s leading Publisher on IT Service Management these titles bring readers the combined expertise of global leaders in this field. Complementing the internationally recognized ‘Foundations of IT Service Management based on ITIL V3’ and ‘IT Service Management based on ITIL V3 Pocket Guide’ these Management Guides provide fantastic depth and value for all IT Managers worldwide.

“… a wonderful compliment to the Best Practice Series. As an ITIL Training Organization our consultants were required to reach each of the ITIL V3 books. There was lots of complaining about how the books took too long to say very little. The Management Guides are a good alternative for those who want a quick reference. They are in-depth enough to cover the subject without becoming overly verbose” (Ramon Smitherman, Vice President Sales and Operations, Dream Catchers Inc)

Packed Full with Global Expertise!

This thorough series of titles looks at each of the ITIL V3 lifecycle stages in order to give readers a succinct but complete guide to the essence of that stage This Management Guide set consists of 5 books:

• Service Operation based on ITIL® V3: A Management Guide
• Service Transition based on ITIL® V3: A Management Guide
• Continual Service Improvement based on ITIL® V3: A Management Guide
• Service Design based on ITIL®V3: A Management Guide
• Service Strategy based on ITIL® V3: A Management Guide

The books are divided into two parts: In the first part the lifecycle phase is discussed in detail, in a standardized structure. In addition there is general information on principles of processes, teams, roles, functions, positions, tools, and other elements of interest. The second half specifically addresses the processes and functions of the lifecycle stage and are described in detail.

Each of these processes and functions is described in terms of :

• Activities, methods and techniques
• Interfaces, inputs and outputs
• Metrics and Key Performance Indicators (KPIs)
• Implementation, with Critical Success Factors (CSFs), challenges, risks and traps

A reference list of used sources is provided, as well as the official ITIL Glossary and a list with acronyms brought to you by the world’s leading Publisher on IT Service Management these titles bring readers the combined expertise of global leaders in this field. Complementing the internationally recognized ‘Foundations of IT Service Management based on ITIL V3’ and ‘IT Service Management based on ITIL V3 Pocket Guide’ these Management Guides provide fantastic depth and value for all IT Managers worldwide.

“… a wonderful compliment to the Best Practice Series. As an ITIL Training Organization our consultants were required to reach each of the ITIL V3 books. There was lots of complaining about how the books took too long to say very little. The Management Guides are a good alternative for those who want a quick reference. They are in-depth enough to cover the subject without becoming overly verbose” (Ramon Smitherman, Vice President Sales and Operations, Dream Catchers Inc)

Zweck dieses Taschenbuches ist die Bereitstellung einer verständlichen Dokumentation, die den Kern, den Inhalt und das Ziel von ISO/IEC 20000 erläutert. Anhand dieses Taschenbuches soll der Standard ISO/IEC 20000 schneller und einfacher einer breiten internationalen Zielgruppe verfügbar gemacht werden, um:

• Die Awareness und Akzeptanz von ISO/IEC 20000 als gültigen Standard für IT Service Provider zu stärken.
• Schulungs- und Zertifizierungsmaßnahmen für ISO/IEC 20000 zu fördern
• Eine Kurzreferenz der Kerninhalte von ISO/IEC 20000 für Service-Praktiker bereitzustellen.
  

„ISO/IEC 20000, das Taschenbuch“ richtet sich an eine breite Zielgruppe von Experten, Trainern und Schulungsteilnehmern, die sowohl im Bereich IT als auch in anderen Bereichen tätig sind. Zu den angesprochenen Personenkreisen zählen Experten im Bereich der (IT) Service-Bereitstellung bis hin zu Personen, die einen geeigneten Ansatz für Maßnahmen zur Qualitätsverbesserung suchen.

A quick and accessible to a universally adopted standard. This standard is based on ITIL which is also very widely known and used. ISO 20000 describes Service Management standards that must be attained for corporate accreditation.

BS15000, the standard dedicated to IT service management, has now become an ISO standard (ISO 20000). The goal of this Pocket Guide is to provide an easy to read document that explains the nature, content and aim of ISO 20000 / BS15000. It should bring ISO 20000 within reach of a vast international audience at a higher speed, by providing an easy accessible pocket guide:

• to promote the awareness and the acceptability of ISO 20000 as a valid standard for IT Services organisations;
• to support ISO 20000 training and certification;
• to produce a quick reference to the core content of ISO 20000, for practitioners.
  

‘ISO 20000: A Pocket Guide’ is aimed at a broad range of practitioners, trainers and students, who work in IT as well as in other environments, ranging from experienced experts in (IT) service organisations, to those who are looking for a suitable approach to quality improvement issues.

ISO/IEC20000 is the Certification for organizations within the IT Service Management environment. It reflects the increasing desire to have a certification that moves beyond the individual employee. The goal of this Introduction is to provide an easy to read document that explains the nature, content and aim of ISO 20000. It should bring ISO 20000 within reach of a vast international audience at a higher speed, by providing an easy accessible Introduction:

• to promote the awareness and the acceptability of ISO 20000 as a valid standard for IT Services organisations;
• to support ISO 20000 training and certification;
• to produce a detailed guide to the core content of ISO 20000, for practitioners.
‘ISO 20000: An Introduction’ is aimed at a broad range of practitioners, trainers and students, who work in IT as well as in other environments, ranging from experienced experts in (IT) service organisations, to those who are looking for a suitable approach to quality improvement issues.

Authors: Koen Brand & Harry Boonen

Dieses Taschenbuch bietet einen ersten Überblick über das Thema IT-Governance.

Es richtet sich an Manager, Berater, interne Revisoren, Wirtschaftsprüfer und jeden, der mehr über die Anwendungsmöglichkeiten von IT Governance-Standards im IT Management-Bereich lernen möchte. Zusätzlich bietet er Studenten der Informatik und der Betriebswirtschaft ein kompaktes Lehrbuch über COBIT.

Das Taschenbuch ist das erste Resultat eines Projekts, das vom ISACA-NL Chapter, vom ITSMF-NL Chapter und von EXIN ins Leben gerufen wurde. Dieses Projekt zielte darauf ab, ein Hilfsmittel für das Management zu IT Governance-Fragen zu entwickeln, welches den derzeitigen Standards entspricht, die für Leiter von Technologieabteilungen und IT-Manager maßgeblich sind, z.B. ITIL, allgemeine ISO-Qualitäts- und Sicherheitsnormen sowie Balanced Scorecard.

Wir sind der Ansicht, dass dieses Taschenbuch ein Gewinn für IT-Leiter und IT-Manager sein wird, der ihnen hilft, die Performance ihrer IT-Organisation besser in den Griff zu bekommen und die Kontrollen zu verbessern.

This IT Governance Management Guide is the result of a project that involved many experts from all over the world. It started out as a compact reference to one framework, but it grew into an original document on IT Governance. It is provided for two purposes. First, it is a quick-reference guide to IT governance for people that are not acquainted with this field of work. Second, it is a high-level introduction to ISACA's open standard COBIT 4.1 that will encourage further study. This guide follows the process structure of COBIT 4.1, but adds new information to the structure.

This guide is aimed at business and IT (service) managers, consultants, auditors and anyone interested in learning more about the possible application of IT governance standards in the IT management domain. In addition, it provides students in IT and Business Administration with a compact reference to COBIT 4.1.

• Explains the principles that underpin PRINCE2
• Describes the PRINCE2 processes in their entirety
• Describes 'Key Themes' of project management, specific to PRINCE2, that are required for the processes to be effective
• Cross-references techniques that may be applied
• Explains how to tailor the method
• Provides context of when and how to use PRINCE2 for different project environments (e.g. standalone or as part of a program).

• soft skills of the project manager;
• leading and managing;
• stakeholder engagement and communication planning;
• organizational change management;
• PRINCE2 in different types of organization and cultures; and
• training needs for project teams.

• Includes real world examples and illustrations in each chapter
• Contains extensive appendices on the following topics:
• Product Descriptions
• Governance
• Role Definitions - Responsibilities and typical competencies by role
• Product Based Planning example
• Health Check
• Contains a list of further information
• Glossary - Definition of acronyms and terms used.