The Grey Matters

This official introduction is your gateway to ITIL®. It explains the basic concept of IT service Management and the place of ITIL, introducing the new lifecycle model, which puts into context all the familiar ITIL processes from the earlier books. It also serves to illuminate the background of the new ITIL structure.

This title introduces ITSM and ITIL, explains why the service lifecycle approach is best practice in today's ITSM, 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, then the principles behind design and deployment, and operation and optimisation.

• The main body introduces the five main titl...

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

In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure 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

The title introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary.

Concepts and guidance in this publication include:

• Application Management
• Change Management
• Operations Management
• Control processes and function
• Scaleable practices
• Measurement and control.

ISBN 9780113310463

This publication focuses on ensuring that the customer has access to appropriate services to support business functions. Issues covered include Service Desk, Incident Management, Problem Management, Configuration Management, Change Management and Release Management.

This publication is primarily the responsibility of the business, with the IT Security Officer responsible for setting Security Policy. This book looks at Security from the service provider stand-point. It identifies how Security Management relates to the IT Security Officer and provides the level of security necessary for the provision of the total service to the organisation.

(ICT IM) covers all aspects of ICT Infrastructure Management from identification of business requirements through the tendering process, to the testing, installation deployment, and ongoing operation and optimisation of the ICT components and IT services.

This publication provides advice and guidance to help IS personnel to understand how they can contribute to the business objectives and how their roles and services can be better aligned and exploited to maximise that contribution.

This pocketbook has been produced as a reference tool for the trained  PRINCE2™ Practitioner who is assumed to be familiar with the method and the terminology. This title should be used in conjunction with Managing Successful Projects with PRINCE2™  which contains full details of the method.

A quick and accessible to a universally adopted standard. This standard is based on ITIL which is also very widely known and used. ISO 20000 describes Service Management standards that must be attained for corporate accreditation.

BS15000, the standard dedicated to IT service management, has now become an ISO standard (ISO 20000). The goal of this Pocket Guide is to provide an easy to read document that explains the nature, content and aim of ISO 20000 / BS15000. It should bring ISO 20000 within reach of a vast international audience at a higher speed, by providing an easy accessible pocket guide:

• to promote the awareness and the acceptabili...

ISO/IEC 20000-2:2005 IT Service Management - Part 2: Code of practice Code of practice for Service Management ISO/IEC 20000. As a code of practice, this part of the ISO/IEC standard takes the form of guidance and recommendations. It should not be quoted as if it were a specification and particular care should be taken to ensure that claims of compliance are not misleading. It should be used in conjunction with ISO/IEC 20000-1, the associated specification.

Please note that this publication is a shrink-wrapped document and not a bound book.