Foundations of IT Service Management with ITIL 2011

by Brady Orand, Julie Villarreal (Editor)

The publication of the IT Infrastructure Library® (ITIL®), published in July, 2011, introduces several new processes and concepts that are paramount to the success of IT Service Management within an organization. As IT evolves from a technology provider to a service provider to a true partner of the business, the concepts of Service Management become ever more important to allow the business to excel in a competitive environment.
This book, "Foundations of IT Service Management with ITIL® 2011", provides the reader with foundations-level knowledge of the concepts of the IT Infrastructure Library® for both ITIL® v3 and ITIL® 2011 preparing the reader to achieve success on the ITIL® Foundations certification exam as well as gain new insight on how IT can truly meet the needs of the business. These concepts help IT align to the needs of the business.
The IT Infrastructure Library®, by focusing on the principle of providing services, empowers IT and the business with the tools they require to enable this alignment. Having become the de-facto standard in IT Service Management, ITIL® has rapidly gained popularity across the globe.
Written by an ITIL® Expert trainer who has taught thousands of students and hundreds of organizations, "Foundations of IT Service Management with ITIL® 2011" provides a reader with the introduction to this approach to IT services without the expense of a formal classroom course. While the focus is primarily on providing information required to pass the ITIL® Foundations exam, this book goes beyond those basics to also provide a real understanding of ITIL® to further your knowledge and abilities as a valuable part of IT/business alignment. Using a case-study approach, real issues are discussed that represents challenges experienced by almost every IT organization.
This book is supported with access to online sample exams that are constantly updated as new material is available. Based on reader input and the latest ITIL® Foundations syllabus, this book has been updated to provide readers with the most up-to-date exam preparation material possible.

Genres: Business

346 pages, Kindle Edition

First published August 14, 2011

Reviews

[Lech · Rating 4 out of 5]

This book greatly helped me pass my ITIL V3 Foundation exam. It's a course in a book, indeed. The only topic I found missing was the Service-V model from Service Transition. Still, if you are preparing for the Foundation exam, this book will do well. Sample tests are advisable though.

[Soufianehope · Rating 4 out of 5]

I really enjoyed reading the book. However it is not that detailed as it should be. The book is more academic giving some scenarios and great explanation. The book is good for those who are preparing for the ITIL exam.

[Chris · Rating 4 out of 5]

This book provided a good overview of ITIL, including some things I had never thought of. For example, the point of incident management is not to fix the problem but rather to restore service. Fixing the problem is the focus of problem management which can be handled later, when one has the luxury of time. This single insight has been useful at work multiple times in the past few week, and that alone makes this book worth the read. I would advise you to avoid the Kindle version as there are alignment problems between illustration captions and the text of the book which made deciphering some sections difficult.

[Oscar Cecena · Rating 4 out of 5]

This is the first time I read about ITIL, so I did some research about a book for people with no previous ITIL knowledge. This book was highly rated for beginners and advanced readers, so I bought it.
After reading it I can say the book is very well written and the analogies are a great way to explain the situation, sometimes is easier to understand it in a restaurant than in an IT project.
I really liked this book as my first approach to ITIL.

[Brook · Rating 2 out of 5]

Interesting to see general ideas about service models and service life, as it relates to a product or business, organized in a concise manner. Very useful if taken to heart and applied to the systems one must manage or sell.

[Martin Gumucio · Rating 5 out of 5]

Essential reading and reference for anybody working in this field.

[Scott · Rating 4 out of 5]

Good book overall but a little skewed in perspective toward this one methodology.

[Barb D · Rating 4 out of 5]

I received this book as part of a class. I have used it to prepare for my certification exam. I feel that due to this book, I will pass with no problem.

[Uday Nagulavancha · Rating 4 out of 5]

good book

[Adun Bakare · Rating 5 out of 5]

Great for my Information Technology Management course

[Jaymit]

Gud

[Matt Lowy · Rating 4 out of 5]

Not the best certification exam prep reference but the case study style of writing drives home the importance, ideology, and methodology of the ITIL standard

[Rhett Smith · Rating 3 out of 5]

good enough for me to pass the foundations exam.

[Natalie Suárez · Rating 5 out of 5]

En este libro no solo encontrarás información básica de ITIL, también leerás detalles de cada una de sus fases, aplicaciones, ejemplos y casos de uso. Es un libro completo y para personas que tienen un conocimiento previo de IT.