Customer Reviews

Service Operation Book (Itil)

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4 star:		(1)
3 star:		(1)
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As one of the official reviewers for this book I will of course have only good things to say...

It should be pointed out that ITIL v3 is a replacement for v2. The Service Operations book is an excellent "take me to the next step" for the hundreds of thousands of people around the world that have taken the v2 Service Support book to heart.

This text is likely to be the one that most IT professionals can relate to most strongly. The book begins in the same manner as the other 4 publications in the lifecycle, with generic discussions on service management, services and general functions and processes across the lifecycle.

The principles of Service Operations is dealt with in 14 pages touching on topics such as defining the functional units of Service Operation and (the largest part of this section) the issues of 'balance' that faces IT Management (internal vs. external, stability vs. responsiveness, cost vs. quality, reactive vs. proactive).

Next comes 40 pages on the Serivce Opertations processes. Event, incident, request, problem and access management are introduced and this is followed by a fairly comprehensive overview on Service Operation activities.

For those that are ITIL v2 aware, the Service Operation acitivities is a summary of the areas that were covered in the ICT Infrastructure Management text.

The book then moves into a section on functional organization considerations for Service Operation, followed by Technology issues across the different process areas (the technology section is not comprehensive, but you will get the idea).

Rounding out the text is the traditional implementation considerations and the associated challenges, risks and success factors that should occupy some mindspace of the implementation team.

Needing to do the Itil certifications, well you will need this book as it was written by the itil guys.
You would tend to believe that at this high price that it would be a hard cover but it isn`t. Pages are of good quality.
Like my title suggest, if you are planning on doing your itil certification you will need it as other books from 3rd party publishers might not cover everything.

This book was perfect for the studying required to certify for the ITIL Service Operations section.

A lot of work has gone in developing ITIL v3 's Life cycle management - and it shows. This title is one of 5 in the core set and the one that is the most accessible and practically applicable to most It organizations.

I bought the ITIL Service Operation book prior to taking the course and certification exam. The book is rather expensive if you can't get your company to spring for it, but ALL the information is in there. After taking the course and test (I passed, btw) I find this book is one I keep going back to when I am trying to explain ITIL concepts to co-workers.