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Service Support
This publication covers the related functions, which provide stability and flexibility for IT service provision. It deals with the identification and recording of the IT configuration, day-to-day communication with users and the control and co-ordination of incidents, problems and changes.
2000. 306 pages ISBN 0-11-330015-8
Member Price: $75.00 Non-Member Price: $80.00
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Service Delivery
This publication is concerned with the delivery of a quality, cost-effective IT service. ITIL® advocates establishing Service Level Agreements between an IT directorate and its customers. Guidance is given on setting up and managing the functions that must be in place in order to provide the agreed services, such as availability management, capacity management and contingency planning.
2001. 376 pages ISBN0-11-330017-4
Member Price: $75.00 Non-Member Price: $80.00
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Practical PCI DSS Compliance
The objective of this newly revised practical guide is to offer a straightforward approach to the implementation process. It provides a roadmap, helping organizations to navigate the broad and sometimes confusing PCI DSS v1.2, and shows them how to build and maintain a sustainable PCI compliance program.
This book provides a route-map to achieving Payment Card Industry Data Security Standard (PCI DSS) compliance. The information in this book covers many of the fundamentals of how to create, design and build a PCI compliance framework.
ISBN: 9781849280235
Member Price: $59.95 Non-Member Price: $69.95
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Servicing ITIL: A Handbook of IT Services for ITIL Managers and Practitioners
For practitioners looking to quickly develop their IT service descriptions for Service Catalogs and Portfolios. Rather than discuss the theory around what a service is, this book provides the actual IT service descriptions for running, operating and managing an entire IT infrastructure. Provided are complete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes and much more. Just about every IT service is described in this book. Clients can take what service descriptions they need, mix, match and customize them to quickly create the content needed for their own service catalogs and portfolios.
ISBN: 1425140327
Member Price: $20.00 Non-Member Price: $24.00
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Architecting ITIL: A Reference Guide For Architecting The Complete Enterprise Architecture And Configuration Items Needed To Operate An IT Service Management Infrastructure
For practitioners looking to greatly jump start their IT Service Management and ITIL efforts with a complete reference guide that lays out a comprehensive enterprise Service Management architecture. A unique resource that provides a comprehensive list of CI types, toolset descriptions, detailed role and activity descriptions, data architecture, functional architecture, service architecture, process architecture, technology architecture and much more needed to effectively build and operate a complete IT Service Management infrastructure. Provides approaches for reviewing and assessing toolsets, data, processes and services to see where gaps and redundancies exist. First book of its kind in laying out the entire blueprint for architecting a complete IT Service Management supporting infrastructure.
ISBN: 1425180345
Member Price: $32.00 Non-Member Price: $39.00
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Service Strategy
A view of ITIL® that aligns business and IT so that each brings out the best in the other. It ensures that every stage of the service lifecycle stays focused on the business case and relates to all the companion process elements that follow. Subsequent titles will link deliverables to meeting the business goals, requirements and service management principles described in this publication. 
Concepts and Guidance included are:
* Service Management strategy and value planning
* Linking business plans and directions to IT service strategy 
* Planning and implementing service strategy. 
ISBN: 9780113310456
Member Price: $145.00 Non-Member Price: $170.00
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Service Operation
By focusing on delivery and control process activities, a highly desirable, steady state of managing services can be achieved on a day-to-day basis. To ensure it is integrated with the rest of the ITIL®  library, guidance is based on a selection of familiar service support and service delivery control points. 
Concepts and guidance in this publication include: 
* Application management
* Change management 
* Operations management
* Control processes and functions  
* Scaleable practices
* Measurement and control
ISBN: 9780113310463
Member Price: $145.00 Non-Member Price: $170.00
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Service Design
In order to meet the current and future business requirements, this text provides guidance on the production and maintenance of IT policies, architectures and documents for the design of appropriate and innovative IT service solutions and processes.  
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.   
ISBN: 9780113310470
Member Price: $145.00 Non-Member Price: $170.00
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Service Transition
Service Transition focuses on the broader, long-term change management role and release practices, so that risks, benefits, delivery mechanism and the ease of ongoing operations of service are considered. This publication provides guidance and process activities for the transition of services into the business environment.
Concepts and guidance in this publication include: 
* Managing organizational and cultural change
* Knowledge management
* Service knowledge management systems
* Methods, practices and tools
* Measurement and control
* Companion best practices
ISBN: 9780113310487
Member Price: $145.00 Non-Member Price: $170.00
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Continual Service Improvement
Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL® has always emphasized the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement. 
Concepts and guidance in this publication include: 
* Business and technology drivers for improvement
* Justification 
* Business, financial and organizational improvements 
* Methods, practices and tools
* Measurement and control
* Companion best practices
ISBN: 9780113310494
Member Price: $145.00 Non-Member Price: $170.00
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The ITIL Lifecycle Publication Suite
The five core publications in the ITIL® Refresh Core Library 
* Service Strategy (SS) 
* Service Design (SD)
* Service Transition (ST) 
* Service Operation (SO)
* Continual Service Improvement (CSI)
Enjoy a considerable cost saving when purchasing all five titles together.
ISBN: 9780113310500
Member Price: $498.00 Non-Member Price: $598.00
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The Official Introduction to the ITIL Service Lifecycle
This title introduces ITSM and ITIL®, explains why the service lifecycle approach is best practice in today's service management and makes a persuasive case for change. After showing high level process models it takes the reader through the main principles that govern the new version: lifecycle stages, governance and decision making and then the principles behind design & deployment and operation &  optimization. 
The main body of the book introduces the  five main titles with an introduction and clearly laid out summary objectives, practice, key elements, roles and responsibilities and service performance. It then gives an overview of the guidance specific to each stage of the lifecycle. 
Each chapter concludes with key messages and lessons, showing how the introduction relates to the full library with its deeper levels of practice expertise and structured application.  
ISBN: 9780113310616
Member Price: $51.00 Non-Member Price: $60.00
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ITIL V3 Small-Scale Implementation Book
This publication has been updated in line with ITIL Version 3, the Service Lifecycle approach. It provides guidance to smaller organizations who wish to implement the ITIL guidance or who are already using it and wish to improve their IT Service Management. The publication discusses the significance of size, the characteristics of small organizations and how to scale ITIL down for small organizations.
Key features:
* A practical guide to scaling ITIL for use in smaller organizations.
* Publication structure follows the Lifecycle approach, looking at how each phase of the lifecycle can be scaled for Small and Medium Businesses.
* Uses terminology consistent with the ITIL Service Management Practices and the ITIL Glossary, acronyms and definitions.
* Suggest roles and role combinations suitable for a smaller organization.
ISBN: 9780113310784
Member Price: $55.00 Non-Member Price: $65.00
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ISO/IEC 20000 - An Introduction
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 organizations
* to support ISO 20000 training and certification
* to produce a detailed guide to the core content of ISO 20000, for practitioners
ISO/IEC 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 organizations, to those who are looking for a suitable approach to quality improvement issues.
ISBN: 9789087530815
Member Price: $50.00 Non-Member Price: $60.00
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ITIL® Lifecycle Approach Based on ITIL® V3 Suite – 5 Management Guides (english version)
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
ISBN: 9789087531089
Member Price: $90.00 Non-Member Price: $110.00
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IT Governance based on CobiT 4.1
This book provides an overview of IT Governance and is a quick reference guide to IT Governance for people that are not acquainted with this field of work.  It is aimed at Business and IT (Service) Managers, Consultants, Auditors and anyone interested in learning more about the application of IT Governance standards in the IT management domain. It provides trainers and students a compact reference to COBIT. 
ISBN: 9789087531164
Member Price: $26.00 Non-Member Price: $31.00
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ABC of ICT Card Deck
A new approach to dry and formal training and change programs; this card deck makes strong and sound points with a humorous pack of cards. Designed to be used with sister publication: ABC of ICT: ISBN: 9789087531409
ISBN: 9789087531386
Member Price: $11.00 Non-Member Price: $15.00
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ABC of ICT - An Introduction to the Attitude,Behavior and Culture of ICT
This introduction, the sister publication to the ABC Card Deck is a new approach to dry and formal training and change programs. Making strong and sound points with a dash of humour, it covers the soft skills, which are ultimately pivotal to any ICT operation.
ISBN: 9789087531409
Member Price: $46.00 Non-Member Price: $56.00
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ABC of ICT: The Exercise Workbook
The Exercise Workbook gives practical exercises you can do within a real training or team sessions whilst using the ABC of ICT Card Deck. Together they make an awareness and assessment instrument to be used in team meetings and workshops to perform a number of exercises aimed at recognizing and discussing ABC worst practices that need solving in YOUR organization. The ABC of ICT Introduction book (sold separately) will then give help and tips for solving. We also have a website where people can give feedback on the book, share exercises and case studies and where they can find a list of training and consulting companies that deliver ABC of ICT products and services.
ISBN: 9789087531423
Member Price: $28.00 Non-Member Price: $32.00
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ITIL V3 Foundation Handbook
This publication provides an introduction to the ITIL V3 Service Lifecycle model and an overview of the ITIL V3 qualification structure. The guide contains a chapter on each of the components of the Lifecycle; Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. These chapters contain an overview of each of the process and functions in the lifecycle including value, scope, activities and metrics.
Key features:
* Provides a concise summary of ITIL V3
* Follows the 2009 ITIL V3 Foundation syllabus
* Contains a glossary of syllabus definitions
190 pages, ISBN: 9780113311972
Member Price: $13.00 Non-Member Price: $15.00
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2009 Good Practices Survey
Building on the results of a 2003 survey, the itSMF USA offers an exciting look at the adoption, use and overall development of standards and good practice frameworks over the last five years. It also provides useful information on the processes and metrics related to outsourcing.
Member Price: $19.00 Non-Member Price: $59.00
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Passing Your ITIL Foundation Exam: The ITIL Foundation Study Aid Book
This study guide is endorsed by APM Group, the official ITIL Accreditor. Ideal for those taking the foundation exam, it provides an overview of the purpose, objectives, and format of the examination. This publication offers a top level introduction to understanding the Service Lifecycle and each of the five components of the Lifecycle to help candidates pass the foundation exam. Contains a mock study exam and answer key.  Ideal for trainers!
ISBN: 9780113312061
Member Price: $18.00 Non-Member Price: $22.00
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Operational Support and Analysis ITIL V3 Intermediate Capability Handbook
This guide, 'Operational Support and Analysis ITIL V3 Intermediate Capability Handbook', provides a quick reference to the processes covered by the ITIL V3 Operational Support and Analysis syllabus. It is designed as a revision aid for students taking the ITIL Capability qualification for Operational Support and Analysis, and as a handy portable reference source for practitioners who work with these processes.
ISBN: 9780113312085
Member Price: $14.00 Non-Member Price: $16.00
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Release, Control and Validation ITIL V3 Intermediate Capability Handbook
This guide, 'Release, Control and Validation ITIL V3 Intermediate Capability Handbook', provides a quick reference to the processes covered by the ITIL V3 Release, Control and Validation syllabus. It is designed as a revision aid for students taking the ITIL Capability qualification for Release, Control and Validation, and as a handy portable reference source for practitioners who work with these processes.
ISBN: 9780113312108
Member Price: $14.00 Non-Member Price: $16.00
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ITIL Lite: A Road Map
ITIL Lite: A Road Map to Implementing Partial or Full ITIL' is aimed at encouraging organizations to adopt ITIL V3 by selecting and implementing key ITIL V3 components. For many reasons not every organization can adopt the whole of ITIL V3. Therefore, the publication explains which components are essential and explains how to select the appropriate components for implementation.
ISBN: 9780113312122
Member Price: $35.00 Non-Member Price: $40.00
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IT Service Management From Hell
A new spin on delivering IT infrastructure, this humorous look at the worst methods in IT sounds off against the limitations and small thinking that exists in IT departments today. Poking fun at the sacred cows and catch phrases used by non-thinking managers, including "project management", "risk management", "help desks", and "cost management", this humorous collection of quips provides definitions, abbreviations, and acronyms for the IT lingo most commonly used today.
ISBN: 90-77212-21-3
Member Price: $15.00 Non-Member Price: $20.00
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Six Sigma for IT Management
This is a unique publication, giving the application of the Six Sigma approach in combination with ITIL best practice. It is the first book to provide a coherent view and guidance for using the Six Sigma approach successfully in IT service organizations and merges ITIL and Six Sigma methodologies into a single unified approach, to provide continuous improvement for IT organizations. It demonstrates the application of Six Sigma to IT process improvement and gives best practices for applying Six Sigma in ITSM.
ISBN:  9077212302
Member Price: $50.00 Non-Member Price: $60.00
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Building an ITIL Based Service Management Department
ITIL concentrates on describing IT Service Management processes, functions and roles but does not describe how to build a Department to run and manage those processes, leaving the question "How can I structure my organization to most effectively support ITIL Service Management?". This publication explains how to do this in a structured and practical way.
ISBN: 9780113310968
Member Price: $35.00 Non-Member Price: $44.00
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Passing Your ITIL Intermediate Exams
This ITIL V3 publication, 'Passing Your ITIL Intermediate Exams - Study Aid from the Official Publisher of ITIL', is endorsed by the official ITIL Accreditor and is suitable for candidates taking both the ITIL Service Lifecycle Exams and the Capability Exams. The publication provides details on the ITIL V3 qualification scheme from Foundation through to the advanced Master qualification. It offers details about the exams, the preparation and how to achieve the target competencies.
Written by one of the original ITIL V3 authoring team, This publication looks at principles, processes, common activities and Implementation and Improvement, it looks at all nine streams and what is required within each stream to help candidates pass their exams.
Key features:
* Enables you to recap on foundation level learning to ensure your basic level of knowledge is up to scratch before launching into the intermediate level.
* The Study Aid uses terminology consistent with the ITIL Service Management Practices and the ITIL Glossary, acronyms and definitions.
* The structure of the book complements the structure of the exam syllabus
* The book contains sample questions and answers for each of the nine modules.
* Exercises on a case study and exercises asking you to relate your learning back to your organisation.
* Part of the Study Aid series from TSO the official publisher of ITIL.
ISBN: 9780113310999
Member Price: $40.00 Non-Member Price: $50.00
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Metrics for IT Service Management
This book is a general guide to the use of metrics as a mechanism to control and steer IT service organizations engaged in ITIL or ISO/IEC 20000 implementations. It deals with the causes of the difficulties of implementing metrics and presents 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, allowing them to implement metrics as described directly as a first-pass solution that can be benchmarked against other organizations or 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.
ISBN: 90-77212-69-8
Member Price: $50.00 Non-Member Price: $60.00
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Frameworks for IT Management
IT is apparent that IT managers need frameworks to build their service management strategies.  With the vast number of management frameworks available, it can be hard to choose the right one for your organization.  Keeping up with the changes that occur with these frameworks is also challenging.  This book makes it easy to get the necessary information to make the right decisions for your organization.
ISBN: 9077212906
Member Price: $50.00 Non-Member Price: $60.00
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Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives
For practitioners looking to quickly implement a comprehensive set of IT process measurements. Provides the actual metrics, calculations and recommended data sources. Identifies operational metrics, key performance indicators (KPIs) and critical success factors (CSFs) for an IT Service Management program. This is a comprehensive guide for building any ITIL metrics program with all the information you need in one place. Comes with a CD that provides an excel-based measurement dashboard for management and executives. Clients can enter their key operational metrics and the KPIs and CSFs get automatically calculated and placed on the dashboard.
ISBN: 1412093929
Member Price: $20.00 Non-Member Price: $24.00
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An Introductory Overview of ITIL V3
This handy, pocket-sized book describes the key principles of IT Service Management and provides a high-level overview of each of the core publications within ITIL V3. It also offers a process cross-reference and information on qualifications and ITIL-related standards – an ideal companion to the ITIL Service Lifecycle.
 
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IT Outsourcing - An Introduction
This ground-breaking text is also suitable as a manual for college students in their third year,specially students in Informatics, Management Science, Law and Human Resource Management. A passing knowledge of ITIL and/or ISO/IEC 20000 is helpful to readers.
ISBN: 9789087534929
Member Price: $35.00 Non-Member Price: $43.00
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ITSM Library - IT Fiancial Management
This outstanding title covers the main financial concepts that managers need to be familiar with in order for IT to take its proper senior place as a contributor to the business. It assumes a basic level of financial understanding and builds on the techniques required almost daily; therefore it is overwhelmingly practical and based on real world scenarios.
2009. 224 Pages ISBN: 978-90-8753-501-8
Member Price: $45.00 Non-Member Price: $53.00
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ITIL Release Management: A Hands-on Guide
Based on the theory of ITIL, this book deals with release management from a practical perspective. Building a foundation on the lifecycle approach, this book looks at what the implementation of a release process looks like in the real world. Templates, diagrams, and charts illustrate how to implement a release management practice in an organization. The text discusses how to sell the benefits of release management to all levels of the organization and how to develop ways to measure the effectiveness of the process. It also examines the differences between release management and project management and why there is confusion between the two complementary processes.
ISBN: 9781439815588
Member Price: $58.00 Non-Member Price: $69.00
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ITSM Process Assessment Supporting ITIL
The key to any successful IT Service Management solution are strong, clear processes that are fit for purpose. The continual cycle of service improvements must therefore look at the existing processes and assess how effective they are within changing business requirements.
ISBN: 9789087535643
Member Price: $45.00 Non-Member Price: $55.00
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The Service Catalog - A Practitioners Guide
The Service Catalog means many different things to many different people. However most would agree that a catalog that helps customers and users to quickly identify the services they require clearly adds value. In turn this helps organizations identify key services that support business processes, understand the contribution made by those services and manage them appropriately.

This well-constructed book provides practical advice and information that will help organizations to understand how to design and develop a service catalog and to understand the role that the service catalog performs within the service portfolio.
ISBN: 9789087535711
Member Price: $40.00 Non-Member Price: $50.00
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ISO/IEC 20000: The Rise of a New Service Paradigm
Service providers of the future will need to achieve an edge in the extremely competitive environment of IT Managed Services. ISO/IEC 20000 is the de facto international standard for achieving operational excellence in IT Service Management (ITSM). Service providers that do not achieve ISO/IEC 20000 certification are at risk of losing revenue growth, contract renewals and sustained growth. This guide provides a solid foundation around ITSM, ISO/IEC 20000 and ITIL®, including exercises and ideas on how to achieve certification.
ISBN: 0979235987
Member Price: $110.00 Non-Member Price: $125.00
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Implementing ITIL: Adapting Your IT Organization to the Coming Revolution in IT Service Management
For practitioners looking to gain practical yet comprehensive guidance for building their IT Service Management program with all the information needed in one place. Provides practical tips and step-by-step approaches for defining a Service Management Vision, building ITIL processes, developing a communications strategy, analyzing stakeholders, identifying technology requirements and building an implementation program. This book is full of reference charts illustrating Service Management Organizational Role descriptions, input and output dependencies for every ITIL process and function, work products that should be produced by each process, key tooling functions, comprehensive work plans and more.
ISBN: 1412066182
Member Price: $52.00 Non-Member Price: $65.00
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The Governance of Green IT (Softcover)
The economy and environment have combined to create quite a challenge. On one hand, there is a push to reduce capital investment and operating expenses. On the other, organizations are implementing green strategies to reduce the environmental impacts. Within this context, information technology is struggling to provide services that support the organization.
To sustain support, IT must implement processes to ensure proper value creation and protection of organizational goals. To this end, this book sets forth a Green IT process that will enable value creation and protection in the areas of data center power and cooling.
Today's high-performance high-density computer systems are requiring power and cooling densities that hitherto were unheard of. As a result, not only are some data center facilities challenged to provide the power and cooling needed, but in some cases, the power utility can't even provide additional power without improving the power grid and/or developing additional generation facilities.
If data center power and cooling issues aren't addressed, IT may find itself constrained and unable to add servers or use newer technology in new and revised services that enable the business.
The Green IT process can help IT implement the necessary governance and processes to address these risks. This book provides an overview so IT can do just that.
ISBN: 9781905356744
Member Price: $27.95 Non-Member Price: $29.95
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The CMDB Imperative: How to Realize the Dream and Avoid the Nightmares
The CMDB Imperative thoroughly demystifies CMDBs, and presents a start-to-finish implementation methodology that works.
2009 242 Pages ISBN: 0-13-700837-6
Member Price: $30.00 Non-Member Price: $39.00
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Application Management
Application Management encompasses the Software Development Lifecycle. It provides details on Business Change with an emphasis on clarifying requirement definition and implementation of solutions.
2002. 158 pages. ISBN: 0-11-330866-3
Member Price: $75.00 Non-Member Price: $85.00
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Business Perspective I: The IS View on Delivering Services to the Business
The Business Perspective book equips readers with the knowledge to:
* Enable IS personnel to:
   - Understand how they contribute to business objectives
   - Deliver and improve IS Services to underpin business objectives
   - Assist the business in maximizing the exploitation of IS
* Understand the need for a complementary and integrated culture with the business
* Influence, innovate and enable change for business benefit
2004. 180 pages. ISBN: 0-11-330894-9
Member Price: $75.00 Non-Member Price: $85.00
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Business Perspective II: The Business View on Successful IT Service Delivery
This book is a complement to Business Perspective Volume 1. 'Business Perspective Volume 2', contains best practice information for IT practitioners on the development and delivery of quality IS services to maximize business objectives and benefits, building on the foundation of the other publications in the information technology infrastructure library (ITIL) series.
2006. ISBN: 0-11-330969-4
Member Price: $75.00 Non-Member Price: $85.00
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Small Scale Implementation
This book was written for small organizations examining the quality of their IT service management and either adopting or considering ITIL.
The guidance in ITIL is equally as applicable to small organizations as it is to large multi-national companies, but applying it on a small scale is helped by some adaptation and a pragmatic focus. This publication does not assume the reader is familiar with all the detail of the core ITIL books, but has an awareness of the terms and approaches suggested by ITIL. Therefore, while everything in this publication is intended to be useful to those delivering services in small organisations, much of the content will apply whatever the size, circumstance, or situation.
ISBN: 0-11-330980-5
Member Price: $35.00 Non-Member Price: $45.00
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Key Element Guide - Service Strategy
A handy reference guide to the core Service Strategy publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The main focus of this publication is to provide an overview of the key elements, principles and objectives of Service Strategy and how strategy runs through the Service Lifecycle.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
* This publication is also available as a pack of ten at a discounted price (#0706)
ISBN:  9780113311194
Member Price: $16.00 Non-Member Price: $19.00
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Key Element Guide - Service Design
A handy reference guide to the V3 core Service Design publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The main focus of this publication is to provide an overview of the principles, objectives, key elements and practice of Service Design as well as discussing the five aspects of design, the service design process elements, and how to define service level requirements.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
* This publication is also available as a pack of ten at a discounted price (#0714)
ISBN:  9780113311200
Member Price: $16.00 Non-Member Price: $19.00
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Key Element Guide - Service Transition
A handy reference guide to the V3 core Service Transition publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The main focus of this publication is to provide an overview of the principles, objectives, key elements of Service Transition.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
* This publication is also available as a pack of ten at a discounted price (#0722)
ISBN: 9780113311217
Member Price: $16.00 Non-Member Price: $19.00
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Key Element Guide - Service Operation
A handy reference guide to the core Service Operation publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The main focus of this publication is to provide an overview of the principles, objectives, key elements of Service Operation as well as an overview of the Service performance balance, the Service Operation functions and Operation planning.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
* This publication is also available as a pack of ten at a discounted price (#0730)
ISBN:  9780113311187
Member Price: $16.00 Non-Member Price: $19.00
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Key Element Guide - Continual Service Improvement
A handy reference guide to the V3 core Continual Service Improvement publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The title examines what is meant by best practice framework, how this relates to 'common practice', and about degrees of prescription and what compliance means. The main focus of this publication is to provide an overview of the principles, objectives, and key elements of Continual Service Improvement.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
* This publication is also available as a pack of ten at a discounted price (#0749)
 ISBN:  9780113311224
Member Price: $16.00 Non-Member Price: $19.00
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Key Element Guide Suite
Written by the original authoring team for the ITIL® V3 Project, these Key Element Guides are a handy and portable set of reference guides to the core ITIL® Lifecycle publications. They discuss ITIL® and its evolution and the need for the Service Lifecycle approach. The titles examine what is meant by best practice framework, how this relates to 'common practice, and about degrees of prescription and what compliance means. The main focus of each of the Key Element Guides is to provide an overview of the principles, objectives, key elements, roles and responsibilities, challenges, and key lessons for each of the five elements of the service lifecycle.
Key features:
* Contains one copy of each of the Key Element Guides: Key Element Guide
   Service Strategy, Key Element Guide Service Design, Key Element Guide
   Service Transition, Key Element Guide Service Operation, and Key Element
   Guide Continual Service Improvement
* Written by the original ITIL® V3 Project authoring team and quality assured
   by members of the itSMF and produced in conjunction with itSMF
   International
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice,
   frameworks and standards
* The Key Element Guides can also be bought individually in packs of 10
ISBN: 9780113310883
Member Price: $45.00 Non-Member Price: $60.00
Quantity: 
 
 
Set of 10 Key Element Guides - Service Strategy
#0706 Handy reference guides to the core Service Strategy publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The main focus of this publication is to provide an overview of the key elements, principles and objectives of Service Strategy and how strategy runs through the Service Lifecycle.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
Member Price: $145.00 Non-Member Price: $170.00
Quantity: 
 
 
Set of 10 Key Element Guides - Service Design
#0714 Handy reference guides to the V3 core Service Design publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The main focus of this publication is to provide an overview of the principles, objectives, key elements and practice of Service Design as well as discussing the five aspects of design, the service design process elements, and how to define service level requirements.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
Member Price: $145.00 Non-Member Price: $170.00
Quantity: 
 
 
Set of 10 Key Element Guides - Service Transition
#0722 Handy reference guides to the V3 core Service Transition publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The main focus of this publication is to provide an overview of the principles, objectives, key elements of Service Transition.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
Member Price: $145.00 Non-Member Price: $170.00
Quantity: 
 
 
Set of 10 Key Element Guide - Service Operation
#0730 Handy reference guides to the core Service Operation publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The main focus of this publication is to provide an overview of the principles, objectives, key elements of Service Operation as well as an overview of the Service performance balance, the Service Operation functions and Operation planning.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
Member Price: $145.00 Non-Member Price: $170.00
Quantity: 
 
 
Set of 10 Key Element Guides - Continual Service Improvement
#0749 Handy reference guides to the V3 core Continual Service Improvement publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The title examines what is meant by best practice framework, how this relates to 'common practice', and about degrees of prescription and what compliance means. The main focus of this publication is to provide an overview of the principles, objectives, and key elements of Continual Service Improvement.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
Member Price: $145.00 Non-Member Price: $170.00
Quantity: 
 
 
Frameworks for IT Management - A Pocket Guide
This Pocket Guide is a concise summary of the Frameworks for IT Management. A quick, portable reference tool to the standards used within the Service Management community. 
ISBN: 978 90 8753 087 7
Member Price: $20.00 Non-Member Price: $30.00
Quantity: 
 
 
IT Service CMM Pocket Guide
This pocket guide introduces the IT Service Capability Maturity Model (IT Service CMM®). It gives an overview of the model itself, and describes how to use it to improve the maturity of an IT service organization. If you are looking for a concise and ‘lighter’ introduction to the model, this pocket guide is the best choice to start with.
ISBN: 90-77212-35-3
Member Price: $20.00 Non-Member Price: $30.00
Quantity: 
 
 
Foundations of IT Service Management Based on ITIL
This book was based on a publication of ITSMF-NL, formerly known as "IT Service Management, an introduction, based on ITIL".  It contains the same chapters on ITIL Service Support, Service Delivery and Security Management as the official "Introduction to ITIL".  A chapter on exam preparation was added to this edition.
ISBN:  97 89077212 57 5
Member Price: $50.00 Non-Member Price: $60.00
Quantity: 
 
 
A Dictionary of IT Service Management Terms, Acronyms and Abbreviations
This book is a companion for the itSMF USA Pocket Guide. It will help define IT Service Management terms, acronyms and abbreviations used in the IT world.
2001. 97 pages ISBN 0-9524706-67
Member Price: $10.00 Non-Member Price: $15.00
Quantity: 
 
 
IT Security Management Pocket Guide
The IT Security Management pocket guide covers the main processes involved in IT Security Management, primarily within the context of ITIL Service Management, but also within the context of FS ISO/IEC 17799:2000 code of practice and BS7799-2:2002 specification for information security management systems.
2003. 54 pages ISBN 0-9524706-8-3
Member Price: $10.00 Non-Member Price: $15.00
Quantity: 
 
 
Planning to Implement Service Management Pocket Guide
This pocket guide has been designed as a handy reference book for companies wanting to implement service management. It is a complementary publication to the IT Infrastructure Library and The Planning to Implement Service Management book.
2003. 49 pages ISBN 0-9524706-9-1
Member Price: $10.00 Non-Member Price: $15.00
Quantity: 
 
 
Foundations of IT Service Management Based on ITIL V3
The main focus of this guide is on the Service Lifecycle, as defined by ITIL.  The information on this lifecycle was taken from the extensive documentation of the core books, and was concentrated in Part 1.  Separately, the information on all the processes and functions that were also described in the core books, was concentrated in Part 2 of this book.  This approach enables readers to get a firm grasp of the lifecycle's structure, while also having all information on functions and processes at their disposal.
ISBN: 978 90 8753 057 0
Member Price: $50.00 Non-Member Price: $60.00
Quantity: 
 
 
V3 IT Service Management Pocket Guide
This really popular pocket guide is a quick, portable reference tool designed for managers, to give an overall picture of the ITIL V3 upgrade. Covering not only the ITIL V3 Service Lifecycle approach, to provide even greater value, this handy new guide also describes the ITIL V3 functions and processes in a separate section as well!
ISBN: 9789087531027
Member Price: $15.00 Non-Member Price: $19.00
Quantity: 
 
 
A V3 Dictionary of IT Service Management Terms, Acronyms and Abbreviations
This new version of the Dictionary of IT Service Management is based on the ITIL V3 Glossary of Terms, Definitions and Acronyms with additional Service Management definitions provided by the authors.
ISBN 0 9551245 7 3
Member Price: $10.00 Non-Member Price: $15.00
Quantity: 
 
 
ISO/IEC 20000 Pocket Guide
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.
This Pocket Guide is a concise summary of ISO/IEC 20000 – An Introduction. It is a quick, portable reference tool to the standards used within the Service Management community. 
ISBN: 90-77212-79-5
Member Price: $20.00 Non-Member Price: $30.00
Quantity: 
 
 
Set of 10 Key Element Guides - Service Design
#0714 Handy reference guides to the V3 core Service Design publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The main focus of this publication is to provide an overview of the principles, objectives, key elements and practice of Service Design as well as discussing the five aspects of design, the service design process elements, and how to define service level requirements.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
Member Price: $145.00 Non-Member Price: $170.00
Quantity: 
 
 
Set of 10 Key Element Guides - Service Strategy
#0706 Handy reference guides to the core Service Strategy publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The main focus of this publication is to provide an overview of the key elements, principles and objectives of Service Strategy and how strategy runs through the Service Lifecycle.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
Member Price: $145.00 Non-Member Price: $170.00
Quantity: 
 
 
Set of 10 Key Element Guides - Continual Service Improvement
#0749 Handy reference guides to the V3 core Continual Service Improvement publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The title examines what is meant by best practice framework, how this relates to 'common practice', and about degrees of prescription and what compliance means. The main focus of this publication is to provide an overview of the principles, objectives, and key elements of Continual Service Improvement.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
Member Price: $145.00 Non-Member Price: $170.00
Quantity: 
 
 
Set of 10 Key Element Guide - Service Operation
#0730 Handy reference guides to the core Service Operation publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The main focus of this publication is to provide an overview of the principles, objectives, key elements of Service Operation as well as an overview of the Service performance balance, the Service Operation functions and Operation planning.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
Member Price: $145.00 Non-Member Price: $170.00
Quantity: 
 
 
Set of 10 Key Element Guides - Service Transition
#0722 Handy reference guides to the V3 core Service Transition publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The main focus of this publication is to provide an overview of the principles, objectives, key elements of Service Transition.
Key features:
* Discusses key terms and fundamental concepts used in ITIL
* Provides guidance on other ITIL publications and links to external practice, frameworks and standards
* Produced in conjunction with itSMF
Member Price: $145.00 Non-Member Price: $170.00
Quantity: 
 
 
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