As business becomes more and more dependent on technology, there is considerable attention given to the concept of aligning IT to the business. Until ITIL version 3, this concept remained mostly conceptual. 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 is rapidly gaining popularity across the globe. Written by an ITIL trainer who has taught thousands of students at hundreds of organizations, Foundations of IT Service Management - The Unofficial ITIL v3 Foundations Course in a Book, provides the 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 the information required to pass the ITIL v3 Foundations exam, this book goes beyond those basics to also provide real understanding of ITIL to further your knowledge and abilities as a valuable part of this IT/Business alignment. Using a case-study approach, real issues are discussed that represent challenges experienced in almost every IT organization. This book is supported with access to online sample exams that are constantly updated as new material is available. Additionally, access to the author is provided to ask questions prior to taking your exam giving you the greatest opportunity to learn the material and successfully pass your ITIL Foundations exam. Based on the official ITIL v3 Foundations Syllabus from the APM Group, the Service Lifecycle is explored including the lifecycle stages of Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Within each of these lifecycle stages, the concepts within are explored as well as the underlying processes that enable this concept of IT Service Management.
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Most Helpful Customer Reviews
16 of 16 people found the following review helpful:
4.0 out of 5 stars
Good study guide for those new to ITIL,
By singlespeed (Fremont, CA USA) - See all my reviews
Amazon Verified Purchase(What's this?)
This review is from: Foundations of IT Service Management: The Unofficial ITIL v3 Foundations Course in a Book (Paperback)
This was one of the three books I used to study for the ITIL Foundation
exam. The author does a nice job of providing a high-level presentation of the material and then using the following chapters to provide a detailed breakdown of the various ITIL processes. This book would be ideally suited for someone who has very limited exposure to ITIL as it provides a lot of details on the basics. I would recommend this book as a supplement to the OGC's 2009 version of Passing your ITIL Foundation Exam. If you have experience in ITIL, you probably won't need to purchase this book, but can use the aforementioned OGC text to study for the exam. The author has an excellent website with sample questions and exams that I would highly recommend you take advantage of. Also don't forget to download the errata pages from the website.
7 of 7 people found the following review helpful:
5.0 out of 5 stars
Good tutorial/explanatory content for ITIL,
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Amazon Verified Purchase(What's this?)
This review is from: Foundations of IT Service Management: The Unofficial ITIL v3 Foundations Course in a Book (Paperback)
This book is a very well-written, concise and instructive guide to ITIL v3. For exam preparation, I would actually give a slight edge to the ITsmf's book, but this book is unequaled if what you need to do is actually develop a real-world understanding of the actual material.
7 of 7 people found the following review helpful:
4.0 out of 5 stars
Helpful review book for ITIL Foundation exam.,
By Very Able (Colorado) - See all my reviews
This review is from: Foundations of IT Service Management: The Unofficial ITIL v3 Foundations Course in a Book (Paperback)
I used the book as one of my study guides for the ITIL Foundation exam. The book is an easy read, has hypothetical examples plus review questions at the end of each chapter. This was my primary guide, but I also used other materials I found on the internet. I woudn't recommend the book as the only source, but combining with other (free)materials is a good way to prepare for the exam. The book has it's own website with additional resources, use them.
BTW, I passed my exam :-)
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Inside This Book
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Key Phrases - Statistically Improbable Phrases (SIPs):
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service lifecycle, incident management, service operation, service strategy, service catalog, service portfolio, service level management, availability management, configuration management system, information security management, capacity management, request fulfillment, known errors, chicken parmigiana, service level manager, knowledge spiral, business continuity management, change advisory board, service package, release management, knowledge process outsourcing, fault tolerance, configuration model, user profiles, release package Key Phrases - Capitalized Phrases (CAPs): (learn more)
Service Desk, Service Management, Service Design, Change Management, Operations Management, Problem Management, Geppetto Garcia, Continual Service Improvement, Technical Management, Knowledge Management, Demand Management, Event Management, Mark Renner, Access Management, Service Level Agreements, Service Requests, Financial Management, Service Level Package, Application Management, Supplier Management, Service Continuity Management, Operations Control, Service Provider, Corporate Level, Value of Investment Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
service lifecycle, incident management, service operation, service strategy, service catalog, service portfolio, service level management, availability management, configuration management system, information security management, capacity management, request fulfillment, known errors, chicken parmigiana, service level manager, knowledge spiral, business continuity management, change advisory board, service package, release management, knowledge process outsourcing, fault tolerance, configuration model, user profiles, release package Key Phrases - Capitalized Phrases (CAPs): (learn more)
Service Desk, Service Management, Service Design, Change Management, Operations Management, Problem Management, Geppetto Garcia, Continual Service Improvement, Technical Management, Knowledge Management, Demand Management, Event Management, Mark Renner, Access Management, Service Level Agreements, Service Requests, Financial Management, Service Level Package, Application Management, Supplier Management, Service Continuity Management, Operations Control, Service Provider, Corporate Level, Value of Investment Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
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