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6 of 6 people found the following review helpful
5.0 out of 5 stars An Excellent Read on ITIL Foundations, May 31, 2006
This review is from: IT Service Management Foundations: ITIL Study Guide (Paperback)
Some years ago across the pond, the British Government launched an initiative to guide organizations in provided better, consistent information technology services. Known as the Information Technology Infrastructure Library (ITIL), this now de facto global standard is growing in use and adoption in the United States. This is relatively new for a great many people, and there has not been a good comprehensive resource to provide people with a solid understanding of the foundations of ITIL. Until now. In IT Service Management Foundations: ITIL Study Guide (Gulf Stream Press, 2006, 271 pages, ISBN 0977146901), ITIL instructor and consultant Ron Palmer gives readers a succinct, comprehensive guide to the underpinnings of ITIL, providing the grounding necessary to sit for the ITIL Foundations certification examination

The book is broken down into four parts. The first is called, appropriately. "First Steps". In this section, Palmer begins by introducing the reader to IT service management concepts, with an emphasis on the key concept that IT must rethink processes to successfully align with business goals and objectives. In doing this, communication is effective and managed. This allows for IT to deliver quality, as well manage customer and end-user perceptions. After this introduction to these concepts, Palmer gives an overview of ITIL, the philosophy underpinning the framework, organizations that support ITIL, and information on the ITIL certification path.

Part II of the book covers "Service Support", Palmer goes into greater detail of the "service" (NOT "help") desk. This includes making the important distinction between customers and end-users, and defining the functions of the service desk. This part also provides explanations (and distinctions) for incident management, problem management, change management, release management, and configuration.

Part III moves into the realm of "Service Delivery". This topic includes important discussions of service level management (including service level agreements and the importance of establishing and managing these correctly), financial management issues, capacity management, availability management, and IT Service Continuity Management. In Part IV, the author wraps up the book with coverage of "Security Management".

Why I Like This Book

Palmer has done an excellent job of not only telling you what ITIL is and how it works at a fundamental level, he weaves in his own extensive experience and perspectives to challenge the reader's thinking. He has also brought in the knowledge and expertise of an organizational communications consultant, bringing a non-IT style perspective to the content. In addition, the author provides detailed study guide questions at the end of each chapter, with a cross-referenced answer key at the end of the book.

Who Should Read This Book?

First and foremost, this book should be read by anybody who wishes to sit for the ITIL Foundations certification exam. As this is the only exam in the ITIL certification track that allows for preparation by self-study, it is a very wise investment. It should also be read by IT Governance professionals and IT auditors who need a fundamental understanding of ITIL, and would like to see how it can complement COBIT implementations.

The Scorecard

Eagle on a Long Par 5, Playing Into the Wind
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