ITIL Books

More books on ITIL

Japanese ITIL Exam

EXIN, the Examination Institute for Information Science, is to take part in the ITIL(R) V3 Qualification Scheme as the first Japanese Manager's Bridge exams enter the pilot phase in March 2009. This pilot will be the next step in a year-long project to translate the core ITIL(R) V3 examinations into the Japanese language. For the translation of the ITIL(R) V3 Foundation, Foundation Bridge and the Manager's Bridge exam in Japanese, EXIN has enlisted its network of EXIN Experts to contribute to a quality translation of the examinations. The ITIL(R) V3 Manager's Bridge exam is available for candidates who are already certified for ITIL(R) Service Manager or for candidates who have earned at least 12 credits based on Practitioner certificates.

Pilot testing
In a partnership with The APM Group that began in February 2008 with the production of the translations for ITIL(R) V3 Foundation and Foundation Bridge, EXIN Japan has recently completed the translations for the ITIL(R) V3 Manager's Bridge examination questions, based on the Japanese version 3 glossary. After the review of the exams by external experts who are members of the Japanese EXIN QA Panel, the exams will now be made available to the Accredited Examination Institutes. The APM Group, as the official owner of the new exams, will officially approve the exam material after a pilot period. These pilot sessions are scheduled to begin by the end of March 2009.

Service Management

Service Management- -A set capabilities hat are a) specialized and b) organizational that provide value to customers in the form of services.

ITIL Organisations

ITIL Intformation Technology Infrastructure Library

CCTA Central Computer and Telecommunications Agency

OGC Office of Government Commerce

Office of Government Commerce Government office that promotes best practice including IT Service Management. Ultimately owner of ITIL

itSMF IT Service Management Forum

IT Service Management Forum Not-fo-profit organization for the support of development of IT Service Management. The group is international and has national chapters.

APM Group Company contracted to manage ITIL rights, ITIL certification exams and training organization accreditation.

ITIL and ITSM Glossary - F

FTA Fault Tree Analysis

ITIL and ITSM Glossary - D

DIKW Data Information Knowledge Wisdom

DML Definitive Media Library

ITIL and ITSM Glossary

CAB Change Advisory Board

CCM Component Capacity Management

CFIA Component Failure Impact Analysis

CI Configuration Item

CMDB Configuration Management Database

CMIS Configuration Management Information System

CMS Configuration Management System

CS Change Schedule

CSF Critical Success Factor

CSI Continual Service Improvement

CSP Core Service Package

ITIL and ITSM Acronyms

AMIS
Availability Management Information System

APMG
APM Group

BCM
Business Continuity Management

BCP
Business Continuity Plan

BCS
British Computer Society

BIA
Business Impact Analysis

BPO
Business Processing Outsourcing

BU
Business Unit

ITIL Service Desk

Service Desk
Single point of contact for users in need of help. The aim is to reduce time spent on ways to resolve issues and help.

"All service desks: Incident Classification, Incident Prioritisation, Incident Escalation Search for Work Around, Update the customer and IT group on progress Perform communication activities for the other ITIL processes (e.g. Release notifications, change schedules, SLM reports) ,Perform daily CMDB verification Report to Management, Process Managers and customers (through SLM) on Service Desk performance "

Call Centre
Type of ITIL service desk that only dispatches calls and no other activities.

Unskilled Service Desk
Desk that despatches calls, tracks incidents and provides a feedback mechanism to users.

Skilled Service Desk
Desk at which a large number of incidents are solved at the point of contact with the users.

Expert Service Desk
Highest level of ITIL service desk that partly incorporates Incident Management and Problem Management. Solves most incidents.

ITIL v3

ITIL is currently on v3 of its library and consists of five books:

1. Service Strategy
   
2. Service Design
   
3. Service Transition
   
4. Service Operation
   
5. Continual Service Improvement
   

ITIL is currently on v3 of its library and consists of five books:

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement

ITIL

ITIL is a documentation of best practice for IT Service Management. The documentation is in the form of ITIL books and is backed up by a professional qualification scheme. Microsoft, Proctor & Gamble and British Airways are 3 of the blue chip companies implementing ITIL.

The books centre on guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organisations' growing dependency on IT and embodies best practices for IT Service Management.

Currently at Version 3 ITIL seeks to satisfy organisations requirements for high quality IT services.

Benefits claimed for ITIL are:

• Reduced costs
  
• Improved IT services through best practice processes
• Improved customer satisfaction
• Standards and guidance
• Improved productivity
• Improved use of skills and experience
• Improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.

ITIL and Service Strategy

Service Strategy is one of five volumes in the ITIL v3 library.

Central to the volume is a framework or basic conceptual structure used to solve or address complex issues. Its aim is to help organizations develop a long term service strategy. Topics include:-

• general strategy
• competition and market space,
• service provider types,
• service management as a strategic asset,
• organization design and development,
• key process activities,
• financial management,
• service portfolio management,
• demand management,
• key roles and responsibilities

Service Design

Service Design is one of the five volumes of the ITIL v3 library.

The book seeks to help organizations improve design of IT service and in doing so conform to best practice.

Areas covered include:- design of architecture, processes, policies, documentation and allowing for future business requirements. This also encompasses topics such as Service Design Package (SDP), service catalog management, service level management, designing for capacity management, IT service continuity, Information Security, supplier management, and key roles and responsibilities for staff engaging in service design.

ICCM Solutions help Nottinghamshire Fire & Rescue Service to become ITIL® aligned

Nottinghamshire Fire & Rescue Service (NFRS) embarks on ICCM's ITIL® consultancy services and training to ensure their IT systems are effectively supporting NFRS staff with their vision of keeping the Nottinghamshire public safe. ICCM provides industry recognised Service Management consultancy, training and software and, over the next few weeks they will be helping NFRS to become aligned with the latest ITIL® processes.

John Noctor, Senior Consultant for ICCM, who has been in the industry for over 20 years and has worked with a number of Blue Chip organisations, will be assisting NFRS with identifying operating procedures as well as the design and development of their ITIL® processes for Incident Management, Problem Management, Change Management, Service Level Management and Request Fulfilment. Noctor will also be conducting ITIL® best practice training. Upon completion, the aim is for NFRS to have the most up-to-date toolset and skills to formalise their ITIL® processes and functions to improve delivery and support of services to their customers.

"Key to enabling us to deliver effective services to the public is a well managed IT infrastructure. It's easy for IT departments to fail if the technology, skills and expertise to implement IT projects are lacking. In our industry this is simply not acceptable and for that reason we need to equip our staff with the latest ITIL® (IT Infrastructure Library) aligned Service Desk and knowledge. ICCM has supplied our Service Desk solution for a number of years and as we've been so impressed with their competent and experienced staff we entrusted them to match our Service Desk processes with our support services," says Peter Mann, Head of ICT for NFRS.

Noctor comments: "NFRS understand the benefits to their organisation following the guidance contained in ITIL® including: better communication, reduced operating costs and improved service quality." Noctor continues: "Their commitment to this project demonstrates to their customers that essential IT services are being managed and controlled effectively and in the process will reinforce their reputation as a reliable, trusted emergency service."

ICCM

ICCM's core objective is to provide revolutionary software and superior services to organisations aspiring to Best Practice Service Management. Rather than the legacy "application development" driven approach that many vendors in the market have adopted, ICCM's forward-thinking approach blends their first-class Service Desk tool with the functionality of business technology in the form of Metastorm BPM®. This collaboration delivers unparalleled Service Management capabilities across all industries and business functions in almost every geographical region.

ITIL Certifications

The ITIL Certification Management Board (ICMB) manages ITIL certifcations. ICMB is comprised of the OGC, IT Service Management Forum (itSMF) International and two examinations institutes: EXIN (based in the Netherlands) and ISEB (based in the UK). Levels of qualifications are Foundation, Practitioner and Manager/Masters. Areas of ITIL include "ITIL Service Management", "ITIL Application Management" and "ICT Infrastructure Management".

Organizations or management systems that have implemented ITIL guidance in ITSM can achieve compliance with certification under ISO/IEC 20000.