LEADit Countdown

Not long!

11:30am Monday, 23 August

ITIL Call for Reviewers

TSO (The Stationary Office) istranslating the 'Passing your ITIL Foundation Exam 2009 Edition' into the following languages:

- Chinese
- French
- German
- Japanese
- Dutch

TSO would like ten native language reviewers who are fluent in English for each title. The reviewers would be required to quality assure the translation against the English book to ensure that the translation has captured the sense and meaning of the English book as well as being gramatically correct.

The review would be carried out over a period of a month from May to June 2010 (dates are subject to change). Reviewers will be supplied with a link to an electronic copy of the translation and the English book, along with an issues log to document any issues. Reviewers will be required to sign a Non Disclosure Agreement before they can review the publications.

All reviewers will have their names and their organisation ackowledged within the publication.

moreRead More

OGC Withdrawal of ITIL V2

In June 2009 OGC announced that itSMF International were undertaking a survey of the IT Service Management community to seek views on the uptake of ITIL version3 and the need to retain ITIL version2. OCG has considered the findings from the survey and its own requirements for the maintenance of the ITIL product set, and agreed that removal of version2 will be completed on 30 June 2010.

Read MoreRead More

BP LIVE

BP Live is available now. To find out more contact the National Office on 03 9879 5466 or email info@itsmf.org.au

eBooks and PDFs Available Now!

Welcome to the Conference/Winter edition of the Bulletin

Click here to download your copy of the Bulletin

moreRead More

itSMFA LEADit Conference Newsletter - July Edition 8

Welcome to the 8th Edition of your LEADit Newsletter, a new communique dedicated to keeping you informed of all 2010 National Conference developments.

Please click here to view LEADitRead More

Register as a Guest for FREE!

FREE Seminar - Save $56.65

For those that are new to itSMFA come to a seminar and learn first hand what great topics and networking opportunities there are. Simply register as a Guest to receive a ticket to attend your first Seminar FREE!

Register nowRead More

Quote of the month

The fun is in the process, the satisfaction lies in the journey.
Li Cunxin's Teacher

Search Bookstore

Book cover

Sarbanes-Oxley Body of Knowledge (SOXBoK): An Introduction

Description:

This Introduction Guide to the Sarbanes-Oxley Body of Knowledge (SOXBoK) is the world's most comprehensive, authoritative compendium on Sarbanes-Oxley (SOX). Produced by SOX Institute, the leading provider of Sarbanes-Oxley research, education, certification, advisory and membership services for GRC (Governance, Risk Management and Compliance) professionals, the SOXBoK has been created by practitioners for practitioners.

It covers all titles and sections of the Sarbanes-Oxley Act, and provides actionable advice for implementation using GASP (Generally Accepted SOX Principles). It is a must-have for anyone implementing SOX and similar regulations. It addresses the Finance, Accounting, Audit, IT, Ethics, Legal, Risk and other disciplines impacted by SOX.

Please allow up to 4 weeks for delviery of this particular title. (more info)

Author: Sanjay Anand
ISBN: 9789087530839

  • Cost: $69.63
  • Member: $62.67
Book cover

A Dictionary of IT Service Management Terms, Acronyms and Abbreviations ITIL® V3 Edition

Description:

The new version of the Dictionary of IT Service Management is based on the ITIL V3 Glossary of Terms, Definitions and Acronyms with additional Service Management definitions provided by authors. (more info)

Author:
ISBN: 9780955124570

  • Cost: $23.95
  • Member: $21.55
Book cover

A Pragmatic Guide to Business Process Modelling

Description:

Revised and expanded with 5 new chapters, the second edition of "A Pragmatic Guide to Business Process Modelling" shows how effective and accurate modelling can deliver a more complete understanding of a business and it's future requirements. Most organisations traditionally rely upon over-simplified activity diagrams that only map input and output, but by applying the visual modelling techniques described here, it is possible to measure and map an entire business, using the Unified Modelling Language (UML). Drawing upon his considerable experience in consulting, author Jon Holt covers all aspects of the BPM process, including analysis, specification, mapping, measurement and documentation. New chapters deal with the presentation of process information, enterprise architecture, business tools and a teaching guide.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Jon Holt
ISBN: 9781906124120

  • Cost: $71.67
  • Member: $64.50
Book cover

ABC of ICT - An Introduction

Description:

This introduction, the sister publication to the ABC Card Deck is a new approach to dry and formal training and change programs. Making strong and sound points with a dash of humor, it was designed and drawn by Paul Wilkinson and Jan Schilt. It covers the soft skills, which are ultimately pivotal to any ICT operation.
(more info)

Author:
ISBN: 9789087531409

  • Cost: $96.70
  • Member: $87.03
Book cover

ABC of ICT - CARD DECK

Description:

A new approach to dry and formal training and change programs; this card deck makes strong and sound points with a humorous pack of cards.
Designed and drawn by Paul Wilkinson and Jan Schilt well-known and respected throughout the world for their GamingWorks products.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Paul Wilkinson
ISBN: 9789087531386

  • Cost: $25.66
  • Member: $23.09
Book cover

ABC of ICT: The Exercise Book

Description:

ABC stands for the Attitude, Behavior and Culture within IT organizations.
“ABC is like an Iceberg, much of it hidden beneath the surface, yet capable of inflicting enormous damage” to your IT organization, or more importantly, your business!


With the growing importance of IT to business operations we can no longer afford to have our ITSM improvement programs and initiatives fail because of Attitude, Behavior or Culture issues.


The Exercise Workbook gives practical exercises you can do within a real training or team sessions whilst using the ABC of ICT Card Deck. Together they make an awareness and assessment instrument to be used in team meetings and workshops to perform a number of exercises aimed at recognizing and discussing ABC worst practices that need solving in YOUR organization. The ABC of ICT Introduction book (sold separately) will then give help and tips for solving. We also have a website where people can give feedback on the book, share exercises and case studies and where they can find a list of training and consulting companies that deliver ABC of ICT products and services.
(more info)

Author: Jan Schilt, Paul Wilkinson
ISBN: 9789087531423

  • Cost: $73.18
  • Member: $65.86
Book cover

Achieving ISO/IEC 20000 Capacity management (BIP0037)

Description:

Covers requirements for a service provider to understand, predict, plan and manage capacity requirements and performance. (more info)

Author: Jenny Dugmore & Shirley Lacy
ISBN: 9780580446412

  • Cost: $75.50
  • Member: $67.95
Book cover

Achieving ISO/IEC 20000 Enabling change (BIP0035)

Description:

Provides advice on planning, designing and implementing change, configuration and release management. This will enable the service provider to deliver changes and releases faster, better and cheaper in order to align with business needs. (more info)

Author: Jenny Dugmore & Shirley Lacy
ISBN: 9780580446399

  • Cost: $75.50
  • Member: $67.95
Book cover

Achieving ISO/IEC 20000 Finance for service managers (BIP0034)

Description:

Describes basic financial management required by service managers, including budgeting, accounting and financial management. (more info)

Author: Jenny Dugmore & Shirley Lacy
ISBN: 9780580474620

  • Cost: $75.50
  • Member: $67.95
Book cover

Achieving ISO/IEC 20000 Integrated service management (BIP0038)

Description:

Advice on planning, designing and implementing integrated service management to provide better control, greater efficiency and opportunities for improvement. (more info)

Author: Jenny Dugmore & Shirley Lacy
ISBN: 9780580446429

  • Cost: $75.50
  • Member: $67.95
Book cover

Achieving ISO/IEC 20000 Keeping the service going (BIP0036)

Description:

Explains requirements and processes targeted at keeping customer services running, ranging from correcting incidents as soon as possible through to coping with major outages by having a continuity plan. (more info)

Author: Jenny Dugmore & Shirley Lacy
ISBN: 9780580446405

  • Cost: $75.50
  • Member: $67.95
Book cover

Achieving ISO/IEC 20000 Making metrics work (BIP0032)

Description:

Gives a practical view of metrics and service reports and explains their importance in delivering an effective service and to service improvements. (more info)

Author: Jenny Dugmore & Shirley Lacy
ISBN: 9780580474606

  • Cost: $75.50
  • Member: $67.95
Book cover

Achieving ISO/IEC 20000 Management decisions and documentation (BIP0030)

Description:

Provides background information on ISO/IEC 20000 and describes the role of management and the decisions they are faced with if their organisation is to achieve compliance. (more info)

Author: Jenny Dugmore & Shirley Lacy
ISBN: 9780580474583

  • Cost: $75.50
  • Member: $67.95
Book cover

Achieving ISO/IEC 20000 Managing end-to-end service (BIP0033)

Description:

Describes supplier management, service level management and business relationship management, and how these processes are important to management of interfaces and types of supply chain common in IT service. (more info)

Author: Jenny Dugmore & Shirley Lacy
ISBN: 9780580474613

  • Cost: $75.50
  • Member: $67.95
Book cover

Achieving ISO/IEC 20000 The differences between BS 15000 and ISO/IEC 20000 (BIP0039)

Description:

'The Differences Between BS 15000 and BS ISO/IEC 20000' will be of particular interest to those who have used BS 15000 for service improvements, audits or training and need to update their material to reflect the BS ISO/IEC 20000 standard.

BS ISO/IEC 20000 was based on BS 15000, and this publication provides a detailed comparison of BS ISO/IEC 20000 and BS 15000, for both Parts 1 and 2. It shows the differences in structure, clause numbering, and references.

At the core of this publication is a series of tables detailing the changes to the requirements and recommendations clause-by-clause, as well as any re-wording that has been provided to give clarification for an international audience.

It includes an explanation of why the changes were made and the implications of each of the changes. This publication is based on the material produced by the Project Editor during the drafting of both Parts 1 and 2 of BS ISO/IEC 20000. (more info)

Author: Jenny Dugmore
ISBN: 9780580473487

  • Cost: $75.50
  • Member: $67.95
Book cover

Achieving ISO/IEC 20000 Why people matter (BIP0031)

Description:

Covers the roles and responsibilities of management and process owners. It emphasises the importance of management commitment to best practice and staffing as part of the requirements of ISO/IEC 20000. (more info)

Author: Jenny Dugmore & Shirley Lacy
ISBN: 9780580474590

  • Cost: $75.50
  • Member: $67.95
Book cover

Agile Project Management - PRINCE2 with DSDM Atern

Description:

This ground breaking book shows how users can combine the strength of both approaches so that they complement each other and create a new, best of breed framework suitable for all project environments. Based on PRINCE2â„¢ and DSDM Aternâ„¢, the two most established and internationally recognised project management approaches, this title explores the differences between the two approaches before showing where they overlap and how they can be integrated.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Keith Richards, Keith Richards Consulting
ISBN: 9780113310586

  • Cost: $59.83
  • Member: $53.85
Book cover

An Introduction to PRINCE2™: Managing and Directing Successful Projects

Description:

Following the PRINCE2: 2009 Project, there are now two editions for PRINCE2; ' Managing Successful Projects with PRINCE2' and 'Directing Successful Projects with PRINCE2.

The 2009 edition of Managing Successful Projects with PRINCE2 represents an evolution of the previous manuals. The basic methodology remains, but by building on comments from users, this new manual aims to be more accessible and easier to tailor for specific individual needs.

The new Directing Successful Projects with PRINCE2 is aimed at supporting the senior manager responsible for a project, specifically those managers undertaking an executive role on a project for the first time.

This guide provides a high level introduction to the updated PRINCE2 method covering both the "Managing" and "Directing" publications. It introduces the principles, processes and key themes, and gives practical examples of applying the method in practice.

Key features:

- Introduction to PRINCE2: Principles, Processes and Themes.

- Describes the PRINCE2 processes and how they can be applied in practice.

- Details the Project Board duties and behaviours.

- Tailoring PRINCE2 to the project environment.

- Appendices for project descriptions, a glossary of terms and further information.

Please allow up to 4 weeks for delivery of this particular item. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311880

  • Cost: $56.12
  • Member: $50.51
Book cover

APMP for PRINCE2 Practitioners

Description:

This study guide, 'APMP for PRINCE2 Practitioners', enables candidates familiar with PRINCE2 to prepare for the APMP exam. It provides APMP exam candidates with a single source of reference material that covers all aspects of the APMP syllabus, including both pre-course and on-course material, whilst aligning it to the PRINCE2 Method. This enables PRINCE2 Practitioners (or project management staff working within a PRINCE2 environment) to expand their project management knowledge to cover all topics within the APMP syllabus.

Key features:

- Provides a jargon free explanation of APMP.

- Contains chapters covering Planning, Risk Management, Quality Management, Configuration Management, Change Control and Issue Management, Stakeholder Management, Procurement and People Management.
(more info)

Author: Graham Williams
ISBN: 9780113310951

  • Cost: $98.05
  • Member: $88.25
Book cover

Application Management

Description:

Application Management embraces the software development life cycle, expanding the issues touched upon in Software Life cycle support and testing of IT Services.

Application Management also provides details on business change with the emphasis being placed on clear requirement definitions and the implementation of solutions to meet business users' needs. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113308668

  • Cost: $166.70
  • Member: $150.03
Book cover

Application Management CD-ROM

Description:

Application Management embraces the software development life cycle, expanding the issues touched upon in Software Life cycle support and testing of IT Services.

Application Management also provides details on business change with the emphasis being placed on clear requirement definitions and the implementation of solutions to meet business users' needs.

The CD-ROM products are compatible with numerous platforms allowing access to as many users as required across businesses and site. For further details on network licences email info@itsmf.org.au. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113309047

  • Cost: $301.20
  • Member: $271.08
Book cover

ArchiMate® 1.0 Specification

Description:

- Archimate is simple but comprehensive enough to provide a good structuring mechanism for architecture domains, layers, and aspects.
- Archimate incorporates modern ideas of the “service orientation” paradigm.
- Although it intentionally resembles the Unified Modeling Language (UML), the ArchiMate modeling notation is intuitive and much lighter than currently proposed by UML 2.0.
- The two enterprise architecture standards of The Open Group – TOGAF and ArchiMate – complement each other and can be used well in combination.
- Tool support for the ArchiMate language is already commercially available.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: The Open Group
ISBN: 9789087535025

  • Cost: $54.95
  • Member: $49.45
Book cover

ASL, A Framework for Application Management

Description:

Application management refers to the maintenance and enhancement of information systems, and accounts for a large proportion of IT expenditure.

This publication contains information on the ASL (the Application Services Library) framework, which is currently the only public domain application management standard in the world.
Aspects discussed include:


structure of the ASL framework, maintenance processes including configuration, capacity and continuity management
impact analysis, design, testing and implementation
connecting processes such as software control and distribution
application cycle management
organisations cycle management
relationships with other forms of management
application and introduction of ASL (more info)

Author: Remko van der Pols, Remco van der Pols
ISBN: 9789077212059

  • Cost: $107.41
  • Member: $96.67
Book cover

ASL, Application Service Library – A Management Guide

Description:

ASL, the Application Services Library, is currently the only public domain application management standard in the world. The ASL framework is based on best practices and includes all processes needed to provide a comprehensive application management service. It assists in creating standard work processes which help reduce costs and improve the quality of service.

This management guide is aimed at business and IT managers as well as consultants. It explains what ASL is and how it can help your organization.
(more info)

Author: Remco van der Pols, Yvette Backer
ISBN: 9789077212844

  • Cost: $65.31
  • Member: $58.78
Book cover

Best Practice Live - Home of ITIL Live, 1 User


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $6608.25
  • Member: $5947.43
Book cover

Best Practice Live - Home of ITIL Live, 10 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $42953.63
  • Member: $38658.27
Book cover

Best Practice Live - Home of ITIL Live, 11 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $45794.93
  • Member: $41215.44
Book cover

Best Practice Live - Home of ITIL Live, 12 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $48371.40
  • Member: $43534.26
Book cover

Best Practice Live - Home of ITIL Live, 13 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $50685.53
  • Member: $45616.98
Book cover

Best Practice Live - Home of ITIL Live, 15 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $54519.30
  • Member: $49067.37
Book cover

Best Practice Live - Home of ITIL Live, 16 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $56038.95
  • Member: $50435.06
Book cover

Best Practice Live - Home of ITIL Live, 17 Concurrent Users


Book Link: Click here to download BP live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $57.29
  • Member: $51.56
Book cover

Best Practice Live - Home of ITIL Live, 18 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $58283.78
  • Member: $52455.40
Book cover

Best Practice Live - Home of ITIL Live, 19 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $60266.25
  • Member: $54239.62
Book cover

Best Practice Live - Home of ITIL Live, 2 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $12555.28
  • Member: $11299.75
Book cover

Best Practice Live - Home of ITIL Live, 20 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $62117.55
  • Member: $55905.79
Book cover

Best Practice Live - Home of ITIL Live, 21 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $64530.68
  • Member: $58077.61
Book cover

Best Practice Live - Home of ITIL Live, 22 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $66874.50
  • Member: $60187.05
Book cover

Best Practice Live - Home of ITIL Live, 23 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $69156.45
  • Member: $62240.81
Book cover

Best Practice Live - Home of ITIL Live, 24 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $71369.10
  • Member: $64232.19
Book cover

Best Practice Live - Home of ITIL Live, 25 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $73517.40
  • Member: $66165.66
Book cover

Best Practice Live - Home of ITIL Live, 3 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $17842.28
  • Member: $16058.05
Book cover

Best Practice Live - Home of ITIL Live, 5 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $26433.00
  • Member: $23789.70
Book cover

Best Practice Live - Home of ITIL Live, 7 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $34231.73
  • Member: $30808.56
Book cover

Best Practice Live - Home of ITIL Live, 9 Concurrent Users


Book Link: Click here to download BP Live Brochure

Description:

Best Practice Live is the official home of ITIL Live, powered and created by TSO, Official Publisher of ITIL. ITIL Live has been designed to help you gain a better understanding of ITIL V3 and to enable you to turn theory into practice. (more info)

Author: TSO
ISBN: 7003167

  • Cost: $40441.50
  • Member: $36397.35
Book cover

BiSL - A Framework for Business Information management

Description:

Effective management of business information is critically important for modern organizations. The Business Information Systems Library (BiSL) is a generic framework and a domain standard which is consistent with ITIL and ASL. As outsourcing of ICT activities increases, it is essential to maintain control of the services being delivered. This book describes a process framework for business information management, encompassing the best way to manage and execute business information management in day-to-day practice, and explaining how BiSL can help.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Ralph Donatz, Frank van Outvorst, Remco van der Pols
ISBN: 9789087530426

  • Cost: $69.63
  • Member: $62.67
Book cover

BiSL – A Management Guide

Description:

Effective management of business information is critically important for modern organizations. The Business Information Systems Library (BiSL) is a generic framework which provides an effective solution for business information management. BiSL is a public domain standard which is consistent with ITIL and ASL.

This management guide describes the best way to manage and execute business information management in day-to-day practice, and how BiSL can be of use with this. To illustrate the implementation of BiSL, a separate case history is being evolved throughout the text.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Yvette Backer, Remco van der Pols
ISBN: 9789087530419

  • Cost: $44.02
  • Member: $39.62
Book cover

Building an ITIL®-based Service Management Department

Description:

ITIL concentrates on describing IT Service Management processes, functions and roles but does not describe how to build a Department to run and manage those processes, leaving the question "How can I structure my organisation to most effectively support ITIL Service Management?". This publication, 'Building an ITIL Based Service Management Department', explains in a structured and logical manner how to build an ITIL based Service Management Department that will both support and supplement those processes.

Key features:

- Uses terminology consistent with the ITIL Service Management Practices and the ITIL glossary, acronymns and definitions.
- Embraces and encompasses both ITIL Version 2 and ITIL Version 3. (more info)

Author: Malcom Fry
ISBN: 9780113310968

  • Cost: $71.55
  • Member: $64.39
Book cover

Business Analysis

Description:

Improving the effectiveness of your IT through better alignment with the business is a precursor to increasing profitability. This practical, introductory guide provides you with the tools to achieve this. It teaches you about strategy analysis and how to model business systems and processes and covers other topics including business case development, change management, and engineering/information resource management. The book also supports the ISEB qualifications in Business Analysis.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Debra Paul, James Cadle
ISBN: 9781902505701

  • Cost: $74.07
  • Member: $66.66
Book cover

Business Benefits through Programme and Project Management

Description:

This revised title, previously 'Business Benefits through Project Management' has been updated and now covers both programme and project management.

'Business Benefits through Programme and Project Management' shows senior managers how using Managing Successful Programmes and PRINCE2 allows them to delegate, yet retain control of the big picture.

In short, this publication adds to OGC's portfolio of PPM publications that are aimed at ensuring that business projects and programmes succeed, and yield the expected benefits to the business.

Key features:
This publication provides a route map for ensuring that business projects and programmes succeed and yield the expected benefits to the business.

Covers both programme and project management. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310258

  • Cost: $77.80
  • Member: $70.02
Book cover

Business Benefits Through Project Management PRINCE2

Description:

Around 66% of projects fail. This book shows senior managers how PRINCE2 allows them to delegate yet retain control of the big picture, and how projects can be initiated and run successfully without massive management cost or overhead. In short, this publication helps ensure that business projects succeed, and yield the expected benefits.

Key features:

- Part of the PRINCE2 series - a proven project management approach
- Illustrated throughout with relevant case studies, tables and diagrams. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113308989

  • Cost: $48.75
  • Member: $43.88
Book cover

Business Focussed IT and Service Excellence

Description:

A revolutionary, new service excellence model that creates more accurate alignment between service providers and business customers, is central to this radical re-think on service delivery. IT remains crucial to the on-going success of most businesses, and David Miller's new model helps service providers gain a clear understanding of the businesses they seek to serve.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: David Miller
ISBN: 9781902505886

  • Cost: $71.66
  • Member: $64.49
Book cover

Business Perspective: The Business View on Successful IT Service Delivery (Volume 2)

Description:

Business organisations are increasingly dependent on the electronic delivery of services, irrespective of type or size of organisation, and require high quality information systems (IS) services which can adapt to business and user requirements as they evolve. This publication, 'Business Perspective Volume 2', contains best practice information for IT practitioners on the development and delivery of quality IS services to maximise business objectives and benefits, building on the foundation of the other publications in the information technology infrastructure library (ITIL) series.

This volume sets out information on standards and best practice in relation to a number of key themes including:

- Corporate strategy
- IT governance
- Change
- Business continuity
- IT asset management
- Sourcing
- Knowledge management

Key features:

- This is an invaluable library addition for anyone hoping to find that all-important link between IT services and business success.
- Designed to complement Volume 1, which focuses on developing business awareness in IS providers. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113309696

  • Cost: $166.70
  • Member: $150.03
 

Business Perspective: The Business View on Successful IT Sevice Delivery (Volume 2) Single User Online Subscription

Description:

All businesses operate in changing environments. Business Perspective Volume 2 shows how senior management can identify and then implement the right IT responses to a whole range of external factors - from legislation to the climate.

This is an invaluable library addition for anyone hoping to find that all-important link between IT services and business success.
(more info)

Author: OGC
ISBN: 7003136

  • Cost: $159.64
  • Member: $143.68
Book cover

Business Perspective: The IS View on Delivering Services to the Business (Volume 1)

Description:

For IT to bring the greatest possible benefits to a business, IT practitioners must develop a deep understanding of their organisation's key principles and requirements.

Business Perspective Volume 1 performs a vital task. Given that there is absolute dependence of business on IT, it ensures that Best Practice flows from Information Services provision into the organisation as a whole. It will help IS personnel align their activities with the needs of the business in order to deliver the greatest benefits, such as:

- Contribution to business objectives.
- Developing IT services in line with those objectives.
- Assisting the business exploit their IT resource to the maximum.
- Helping to build an integrated culture within the business.
- Enabling change and innovation for business advantage.

Building on the foundations already laid down in ITIL, this book will be of enormous interest to all IS managers and anyone interested in fully exploiting their IT resource to deliver business benefits.

Typical business managers spend their time thinking from the perspective of the balance sheet, the profit and loss statement or number of units shipped. For IS to adopt a business perspective they need to view their service through the same filter.

Within the ITIL framework, the aim of this Business Perspective book is to help create that awareness for IT practitioners.

Key features:

- Builds on foundations already laid by ITIL.
- Designed to complement Volume 2, which focuses on delivering results against a background of change. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113308941

  • Cost: $166.70
  • Member: $150.03
Book cover

Business Perspective: The IS View on Delivering Services to the Business (Volume 1) CD-ROM

Description:

For IT to bring the greatest possible benefits to a business, IT practitioners must develop a deep understanding of their organisation's key principles and requirements.

Business Perspective Volume 1 performs a vital task. Given that there is absolute dependence of business on IT, it ensures that Best Practice flows from Information Services provision into the organisation as a whole. It will help IS personnel align their activities with the needs of the business in order to deliver the greatest benefits, such as:

- Contribution to business objectives.
- Developing IT services in line with those objectives.
- Assisting the business exploit their IT resource to the maximum.
- Helping to build an integrated culture within the business.
- Enabling change and innovation for business advantage.

Building on the foundations already laid down in ITIL, this book will be of enormous interest to all IS managers and anyone interested in fully exploiting their IT resource to deliver business benefits.

Typical business managers spend their time thinking from the perspective of the balance sheet, the profit and loss statement or number of units shipped. For IS to adopt a business perspective they need to view their service through the same filter.

Within the ITIL framework, the aim of this Business Perspective book is to help create that awareness for IT practitioners.

Key features:

- Builds on foundations already laid by ITIL.
- Designed to complement Volume 2, which focuses on delivering results against a background of change.

Through purchasing a network licence, the full text can be downloaded onto your intranet, giving you access and search capacity throughout your organisation. The CD-ROM products are compatible with numerous platforms allowing access to as many users as required across businesses and site. For further details on network licences email info@itsmf.org.au. (more info)

Author: Itil team
ISBN: 9780113309726

  • Cost: $301.20
  • Member: $271.08
Book cover

Buying Software: A Best Practice Approach

Description:

Based on the best practice approach from both the private and public sector, integrating the best project management ideals, this title describes the Best Practice general approach to selecting software and suggests a structured process that will ensure maximum benefit. The guidance is complementary to the OGC Best Practice guidance for other aspects of IT and is just as valuable for smaller software procurement as for larger. Was formerly published as "Maximising Benefits of Acquiring Software"

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Charles Fox
ISBN: 011330918x

  • Cost: $56.25
  • Member: $50.62
 

Capacity Management Handbook

Description:

-- (more info)

Author: Gerard Blokdijk, Ivanka Menken
ISBN: 9781921523588

  • Cost: $89.14
  • Member: $80.23
Book cover

Capacity Management: Best Practice

Description:

Capacity Management is described in most key ITSM frameworks: ITIL, ISO 20000 Microsoft Operations Framework (MOF) and the Application Service Library (ASL) all note the importance of Capacity Management. This major title meets the need for an in-depth practical guide to this critical process. Written and reviewed by some of the world s most respected experts in this field it shows how Capacity Management best practice can support provision of a consistent, acceptable service level at a known and controlled cost. Practical advice covers the essential control of two balances: Supply versus demand and resources versus cost. In times of mean, frugal economic measures, it is essential to focus on those practices that are effective and yield practical results. In enlightened times of sustainability, it is also a requirement to find solutions that satisfy the criteria for 'greenness'. This excellent title shows how Capacity Management works not only within an IT environment but also why it is pivotal in meeting high profile business demands. Aligns with ISO/IEC 2000 and ITIL: ISO/IEC lists a set of required capacity management deliverables ITIL outlines what should be done in capacity management this book starts to describe how to do it Covers details of what capacity management is all about: what is capacity management why do it benefits and cost-benefit analysis how to do it data-flows and activities who does it roles and perspectives implementation, maintenance, improvement, tools Provides comprehensive templates and checklists: objectives, interfaces and data-flows, sub-practices and activities metrics, application sizing parameters, data for modelling deliverables, reports, CMMI levels, KPIs, risk matrix sample capacity plan (more info)

Author: Adam Grummit
ISBN: 9789087535193

  • Cost: $107.41
  • Member: $96.67
Book cover

Competence Profiles, Certification Levels and Functions in the Project Management Field - Based on ICB Version 3

Description:

This publication is the first product of the CP model Study group of IPMA Netherlands (IPMA NL); CP stand for Certification and Function Profiles. In essence this is a reference model for the development of function profiles for project management. For pragmatic reasons this publications refers to the four levels of the IPMA certification model:

- Project leader
- Project manager
- Senior project manager
- Projects / programme director

In later versions of the IPMA-CP model this model could be extended, with functions such as project controller, planner, etc.
The authors of this publication not only intend to create a bridge between certification and function profiles, but also to contribute to a better connection with professional education in universities, etc.

This publication is suitable for Project Managers and Business (HR) Managers

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: IPMA Nederland
ISBN: 9789087535827

  • Cost: $41.52
  • Member: $37.37
Book cover

Continual Service Improvement (CSI)

Description:

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM.

Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Business and technology drivers for improvement
- Justification
- Business, financial and organisational improvements
- Methods, practices and tools
- Measurement and control
- Companion best practices

The international itSMF organisation, through its International Publications Executive Sub-Committee (IPESC), comprised of members from all itSMF chapters around the world, has given formal itSMF International endoresment to this book.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310494

  • Cost: $176.30
  • Member: $158.67
Book cover

Continual Service Improvement based on ITIL V3: A Management Guide

Description:

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well.
What are the key service management processes? What is the ‘lifecycle’ approach? (more info)

Author:
ISBN: 9789087531287

  • Cost: $42.75
  • Member: $38.48
 

Continual Service Improvement x 1 Network User License

Description:

Please allow up to 5 days for access once your order is placed.

If you would like a larger Network Licence, please contact the National Office on 03 9879 5466. (more info)

Author:
ISBN: 7003157

  • Cost: $138.35
  • Member: $124.52
Book cover

Defining IT Success through the Service Catalog

Description:

Defining IT success through the service catalog: a practical guide about the positioning, design and deployment of an actionable catalogof IT services.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Troy Du Moulin: Rodrigo Flores
ISBN: 9789077212967

  • Cost: $86.15
  • Member: $77.53
 

Delivering IT Services using ITIL, PRINCE2 and DSDM Atern

Description:

The failure to effectively sustain IT systems and react to change - due to the huge investments that organisations make in these systems - is likely to impact on the organisation's bottom line. This means that an ad hoc approach to IT Service management is not an option. It is vital to focus on business value, good ROI, speed to market, and delivery of solutions in response to change.

Agile approaches mean an incremental method to change, early delivery of business value, and collaborative work towards change. Understanding and employing ITIL, PRINCE2, and DSDM together can provide the potential for a well run infrastructure which is responsive to change and will not halt progress.

This publication, 'Delivering IT Services using ITIL, PRINCE2 and DSDM Atern', offers practical guidance on how to deliver an IT Service by employing ITIL, PRINCE2, and DSDM Atern together and discusses all three approaches, provides an overview, and the benefits of each. It also describes the issues that arise from implementing ITIL, the structure and content of PRINCE2, the breadth of DSDM and how they fit together, where the common areas sit, and where the specialities for each exist.

Key features:

- Road map and action plan for implementing the approaches

- Case studies from companies who have implemented all or some of these frameworks

- Glossaries covering the terminology used in the three approaches.

Please note this title is not yet published, any orders will be placed on backorder.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310975

  • Cost: $51.77
  • Member: $46.59
Book cover

Directing Successful Projects with PRINCE2™

Description:

This publication has been designed to be a role specific handbook for senior managers and project board members, which describes how to oversee projects being managed using PRINCE2.

The guide sets PRINCE2 in the wider context of project management (but still non-specific for industry sector) and describes or cross-references techniques which support the PRINCE2 method.

The title contains chapters on:

- The Duties and Behaviours of the Project Board
- The Project Board's activities, covering:
- Starting up a project
- Authorising Initiation
- Authorising a Project
- Authorising a Stage
- Giving Ad Hoc Direction
- Authorising Closure
- Reviewing Benefits
- Tailoring PRINCE2.

'Directing Successful Projects with PRINCE2™' forms part of a pair of publications that are the result of the PRINCE2: 2009 Project to update the PRINCE2 guidance. Its companion is 'Managing Successful Projects with PRINCE2™' (ISBN 9780113310593) available below.

Key features:

- Includes real world examples and illustrations in each chapter.
- Contains a list of further information.
- Glossary - Definition of acronyms and terms used.
- Contains appendices on the following topics:
- Product Description Outlines
- Governance
- Role Descriptions.

Please allow up to 4 weeks for delivery of this particular title.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310609

  • Cost: $93.71
  • Member: $84.34
Book cover

eBook - APMG for PRINCE2 Practitioners


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
This study guide, 'APMP for PRINCE2 Practitioners', enables candidates familiar with PRINCE2 to prepare for the APMP exam. It provides APMP exam candidates with a single source of reference material that covers all aspects of the APMP syllabus, including both pre-course and on-course material, whilst aligning it to the PRINCE2 Method. This enables PRINCE2 Practitioners (or project management staff working within a PRINCE2 environment) to expand their project management knowledge to cover all topics within the APMP syllabus.

Key features:

- Provides a jargon free explanation of APMP.

- Contains chapters covering Planning, Risk Management, Quality Management, Configuration Management, Change Control and Issue Management, Stakeholder Management, Procurement and People Management.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: Graham Williams
ISBN: 9780113310951

  • Cost: $90.28
  • Member: $81.25
Book cover

eBook - Continual Service Improvement (CSI)


Book Link: Please click here to download eBook fact Sheet

Description:

Description:
ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM.

Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Business and technology drivers for improvement
- Justification
- Business, financial and organisational improvements
- Methods, practices and tools
- Measurement and control
- Companion best practices

The international itSMF organisation, through its International Publications Executive Sub-Committee (IPESC), comprised of members from all itSMF chapters around the world, has given formal itSMF International endoresment to this book.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310937

  • Cost: $146.48
  • Member: $131.83
Book cover

eBook - Defining IT Success through the Service Catalog

Description:

This major new title includes a wealth of information about using a Service Catalog within the wider context of delivering value to the business. It focuses on embedding a truly customer-oriented IT service.

This book covers Service Catalog fundamentals – the use of Service Catalogs as a core IT tool covering the services themselves, default capabilities, measures and primary means of access and provision. It then shows how this tool is pivotal in demonstrating the value IT provides to facilitate business operations.

Written by industry experts and using real case studies, this valuable title takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and how to implement them successfully within an organization. The results of following the principles described in this book include:

- Services are made standard and rational, leading to lower costs and increased service availability
- Standard ‘service products’ that enable forecasting of demand, leading to better volume discounts from vendors and improved inventory and capacity planning
- Controls over consumption of services are enhanced
- Improvement in the fulfilment of IT services.
- Standardization of services leads to recurrent workflows, rather than relatively expensive one-off projects

Please allow up to 24 hours for delivery of eBook once order is placed (more info)

Author: --
ISBN: 9789087532215

  • Cost: $78.29
  • Member: $70.46
Book cover

eBook - Foundations of IT Service Management Based on ITIL


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
In recent years, IT Service Management has developed into a field in its own right. Organisations are now so dependent on the automation of large parts of their business processes that the quality of IT services and the synchronisation of these services with the needs of the organisation are now essential to their survival.

This introduction to IT Service Management, published by ITSMF-NL, is based on the latest edition of the ITIL books on Service Support and Service Delivery and is intended to serve as:

- a thorough and convenient introduction to the field of IT Service Management and a selection of the books in the IT Infrastructure Library (ITIL).
- a self-study guide that contains all the material needed to prepare for the Foundation Certificate examination in IT Service Management.

This new edition contains only those topics relevant for Foundations exams. While this book may serve as a textbook, it is not a theoretical book. Instead, it contains a wealth of practical knowledge collected by the editorial board. This practical knowledge and the introduction to the field of IT service management make the book useful even for those not preparing for the examination.

Since no single publication can have the answers to all the questions that arise in a field so multifaceted as IT Service Management, the aim of the book is to raise key questions, to encourage discussions and the comparison of the best practices found in the book with the reader's own experience.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: N/A
ISBN: 9789087531911

  • Cost: $78.29
  • Member: $70.46
Book cover

eBook - Foundations of IT Service Management Based on ITIL V3


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
This new title looks at Best Practices described in the ITIL V3 upgrade. Focusing on the Lifecycle approach, this new publication covers the following steps in detail:

- Service Strategy
- Service Design
- Service Operation
- Service Transition
- Continual Service Improvement

Foundations of IT Service Management based on ITIL has become the industry classic guide on the topic of ITIL. Over the years this authoritative itSMF guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organisations.

This 2007 version has now been upgraded to reflect ITIL V3. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL V3 upgrade.

The new ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with the Version 2 process approach will be delighted to discover that this new edition of Foundations of IT Service Management based on ITIL V3 has split out all the processes and describes them in detail. This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: N/A
ISBN: 9789087531782

  • Cost: $78.29
  • Member: $70.46
Book cover

eBook - Frameworks for IT Management


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
Modern IT managers are confronted with an overwhelming number of management frameworks, methods and methodologies. In addition many IT service providers believe they can't be taken seriously if they don't also have a proprietary framework to offer which makes it even more difficult to find your way through the framework forest.

'Frameworks for IT Management', covers the most important frameworks in use, in a neutral and objective way, so that readers can better understand the potential value of each instrument. Each framework is described by a well-known expert in that field, in a structured format, to emphasise the specific characteristics. A consistent approach to each chapter allows easy comparison between the instruments: a description of each framework, the origin/history, where the instrument is used, description and core graphics, approach/how to, relevance to IT management, strengths and weaknesses, cross-references/relationships and links and literature.

It also contains descriptions (in alphabetical order) of AS 8015, ASL, BiSL, CobiT, eSCM, eTOM, Generic Framework for Information Management (PrimaVera), IPMA Competence Baseline, ISO/IEC 20000, (formerly BS15000), ISO 27001 (ISO 17799/BS7799), ISO 9000 (GB/T 19000), ISPL, IT Balanced Scorecard, ITIL®, ITS-CMM, PMBoK, PRINCE2®, M_o_R®, MSP, Six Sigma, TickIT, and TQM.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: N/A
ISBN: 9789087531935

  • Cost: $78.29
  • Member: $70.46
Book cover

eBook - Frameworks for IT Management – A Pocket Guide

Description:

Frameworks for IT Management - A Pocket Guide’ covers all the major frameworks and standards used by IT managers around the world.
It may be pocket-sized but this comprehensive title summarizes all the following:
Quality Management and

Business Process Management:
TQM
EFQM
ISO 9000
ISO/IEC 20000
TOGAF™
TickIT
ISO 19770
ISO 15504
ISO 27001

Quality Improvement CMMI
Six Sigma
eSCM-SP
IT Balanced Scorecard

IT Governance
AS 8015
CobiT
M_o_R

Information Management Generic Framework for Information Management
ITIL
BISL
ISPL
eTOM
ASL

Project Management MSP
PRINCE2
PMBoK
IPMA Competence Baseline

Indispensable for the student and the experienced practitioner alike this title provides a key reference source not only on each framework but also its relevance to IT management.

Please allow up to 24 hours for delivery of your eBook once delivered.
(more info)

Author: n/a
ISBN: 9789087531775

  • Cost: $31.26
  • Member: $28.13
Book cover

eBook - Implementing ISO/IEC 20000 Certification - The Roadmap


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
ISO/IEC 20000 is the corporate standard for achieving quality within IT Service Management. As individuals achieve success in Service Management frameworks such as ITIL®, many organisations have identified the benefits of making the jump to full corporate accreditation. But, having made the decision to invest in this standard, what is the best way to implement adoption in an efficient and successful way?

This thorough, practical guide has been put together by real experts with real experience of how ISO/IEC 20000 works in the workplace and in the real world.

- Part A of this title covers the step by step description of the ISO 20000 implementation process.
- Part B contains real case studies from organisations who have successfully achieved ISO/IEC accreditation.

This Official itSMF guide is unique in that it not only describes the implementation process. It also suggests solutions to common problems and set-backs. An understanding of the many business pressures means that practical guidance on the business case, measuring success (or not), or the need for quick wins are all included in this book, making it an invaluable companion for all those working on an implementation project.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: David Clifford
ISBN: 9789087531966

  • Cost: $78.29
  • Member: $70.46
Book cover

eBook - Implementing IT Governance


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
The issues, opportunities and challenges of aligning information technology more closely with an organisation and effectively governing an organisation’s Information Technology (IT) investments, resources, major initiatives and superior uninterrupted service is becoming a major concern of the Board and executive management in enterprises on a global basis. An integrated and comprehensive approach to the alignment, planning, execution and governance of IT and its resources has become critical to more effectively align, integrate, invest, measure, deploy, service and sustain the strategic and tactical direction and value proposition of IT in support of organisations.

Much has been written and documented about the individual components of IT Governance such as strategic planning, demand (portfolio investment) management, program and project management, IT service management and delivery, strategic sourcing and outsourcing, performance management and metrics, like the balanced scorecard, compliance and others. Much less has been written about a comprehensive and integrated IT/Business Alignment, Planning, Execution and Governance approach. This new title fills that need in the marketplace and gives readers a structured and practical solutions using the best of the best principles available today.

The book is divided into nine chapters, which cover the three critical pillars necessary to develop, execute and sustain a robust and effective IT governance environment - leadership and proactive people and change agents, flexible and scalable processes and enabling technology. Each of the chapters also covers one or more of the following action oriented topics: demand management and alignment (the why and what of IT - strategic planning, portfolio investment management, decision authority, etc.); execution management (includes the how - Program/Project Management, IT Service Management and Delivery with IT Infrastructure Library (ITIL) and Strategic Sourcing and outsourcing); performance, risk and contingency management (e.g. includes COBIT, the balanced scorecard and other metrics and controls); and leadership, teams and people skills.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: Gad J Selig
ISBN: 9789087532154

  • Cost: $78.29
  • Member: $70.46
Book cover

eBook - ISO 9001: 2000 The Quality Management Process

Description:

With the publication of ISO 9001:2000, there is now a single quality management ‘requirements’ standard that is applicable to all organisations, products and services.

ISO 9001:2000 is the only standard that can be used for the certification of a QMS and its generic requirements can be used by any organisation.

ISO 9001:2000 applies to all types or organisations. It is the quality standard which specifies the requirements of quality management systems for use where organisations need to demonstrate their capability to provide products and services which meet both customer needs and relevant regulatory requirements.

It will prove invaluable to all quality managers, internal auditors and anyone involved in the management and understanding of ISO 9001:2000. It also acts as a handy reference for professional auditors to the requirements for auditing ISO 9001:2000.
(more info)

Author: n/a
ISBN: 9789087532017

  • Cost: $78.29
  • Member: $70.46
Book cover

eBook - ISO/IEC 20000 An Introduction


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
ISO/IEC 20000 is the Certification for organisations within the IT Service Management environment. It reflects the increasing desire to have a certification that moves beyond the individual employee. The goal of this Introduction is to provide an easy to read document that explains the nature, content and aim of ISO 20000. It should bring ISO 20000 within reach of a vast international audience at a higher speed, by providing an easy accessible Introduction:

- To promote the awareness and the acceptability of ISO 20000 as a valid standard for IT Services organisations;
- To support ISO 20000 training and certification;
- To produce a detailed guide to the core content of ISO 20000, for practitioners; and
- Includes the Full ISO 20000 Standard Text;

‘ISO 20000: An Introduction’ is aimed at a broad range of practitioners, trainers and students, who work in IT as well as in other environments, ranging from experienced experts in (IT) service organisations, to those who are looking for a suitable approach to quality improvement issues.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.
Once you place your order there will be a short wait before receiving your eBook via email.

(more info)

Author: David Clifford
ISBN: 9789087531942

  • Cost: $97.88
  • Member: $88.09
Book cover

eBook - ISO/IEC 20000: A Pocket Guide


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
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 acceptability of ISO 20000 as a valid standard for IT Services organisations;
- To support ISO 20000 training and certification;
- To produce a quick reference to the core content of ISO 20000, for practitioners.

‘ISO 20000: A Pocket Guide’ is aimed at a broad range of practitioners, trainers and students, who work in IT as well as in other environments, ranging from experienced experts in (IT) service organisations, to those who are looking for a suitable approach to quality improvement issues.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: N/A
ISBN: 9789087531928

  • Cost: $31.26
  • Member: $28.13
Book cover

eBook - IT Governance based on CobiT 4.1, a management guide

Description:

This IT Governance Management Guide is the result of a project that involved many experts from all over the world. It started out as a compact reference to one framework, but it grew into an original document on IT Governance.

It is provided for two purposes. First, it is a quick-reference guide to IT governance for people that are not acquainted with this field of work. Second, it is a high-level introduction to ISACA's open standard COBIT 4.1 that will encourage further study. This guide follows the process structure of COBIT 4.1, but adds new information to the structure.

This guide is aimed at business and IT (service) managers, consultants, auditors and anyone interested in learning more about the possible application of IT governance standards in the IT management domain. In addition, it provides students in IT and Business Administration with a compact reference to COBIT 4.1.

Please allow up to 24 hours for delivery of your eBook once ordered (more info)

Author: n/a
ISBN: 9789087531959

  • Cost: $44.10
  • Member: $39.69
Book cover

eBook - IT Service CMM

Description:

The purpose of the IT Service CMM® pocket guide is to provide a summary of the IT Service CMM that can be carried around for easy reference. The IT Service Capability Maturity Model is a maturity growth model that can be used to improve the processes of IT service providers. If you are looking for a concise introduction to the model, this pocket guide is a good place to start.

Reading this pocket guide gives you a complete overview of the IT Service CMM, a good idea of how the IT Service CMM can be applied to improve your organization, and sufficient knowledge to continue your study of the IT Service CMM with the model specification itself.

The intended audience consists of service managers, assessors, quality managers, IT project leaders, and service team leaders involved in improving processes within their IT service organization. (more info)

Author: Viktor Clerc and Frank Niessink
ISBN: 9789087532147

  • Cost: $31.26
  • Member: $28.13
Book cover

eBook - IT Service Management - An Introduction based on ISO 20000 and ITIL V3

Description:

In recent years, IT Service Management has developed into a field in its own right. Organizations are now so dependent on the automation of large parts of their business processes that the quality of IT services and the synchronization of these services with the needs of the organization are now essential to their survival.

This Introduction to IT Service Management, published by itSMF-I, is based on the latest edition of the ITIL books – Version 3 and is intended to serve as:

- A thorough and convenient introduction to the field of IT Service Management and a selection of the V3 core books in the IT Infrastructure Library (ITIL).

- A guide to the specific processes relating to ITIL V3 and Service Management practices in general.

- A guide to all the major frameworks found within this specific industry

Please allow up to 24 hours for delivery of your eBook. (more info)

Author: n/a
ISBN: 9789087531805

  • Cost: $117.48
  • Member: $105.73
Book cover

eBook - IT Service Management - Global Best Practices Volume 1


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
The Official itSMF International Compendium of Cutting-Edge Thinking

This unique guide is written by industry thought leaders giving the inside track on new practices that could radically change IT Service Management in the next few years.

IT Service Management - Global Best Practices Volume 1 is written by leading experts from many countries (UK, Spain, Ireland, Italy, Taiwan, Australia, USA, Canada, Argentina, Brazil, Belgium, Netherlands, New Zealand, Israel) and contains over 40 chapters within the following disciplines:

1. Trends, visions and analysis of ITSM market
2. Governance
3. Demand & portfolio & sourcing
4. Awareness & implementation
5. Organisation
6. Modeling
7. Processes
8. Standards & frameworks
9. Metrics

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: N/A
ISBN: 9789087531980

  • Cost: $136.98
  • Member: $123.28
Book cover

eBook - IT Service Management Based on ITIL V3 - A Pocket Guide

Description:

Description:
This really popular pocket guide is a quick, portable reference tool designed for managers, to give an overall picture of the ITIL V3 upgrade. Covering not only the ITIL V3 Service Lifecycle approach, to provide even greater value, this handy new guide also describes the ITIL V3 functions and processes in a separate section as well.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: N/A
ISBN: 9789087531713

  • Cost: $31.26
  • Member: $28.13
Book cover

eBook - ITIL Lifecycle Publication Suite


Book Link: Please click here to download eBook Fact Sheet

Description:

International Top 20 Best Seller!

Description:
The new core ITIL titles have been commissioned and structured to be read as a five title series, each building on the work of the other. As the five core titles reflect the lifecycle of services, their appeal encompasses the entire spectrum of people involved at any stage of the framework. So, without being the prime audience, everyone involved will benefit from access to the entire library.

Publications in the suite:

- Service Strategy (SS)
- Service Design (SD)
- Service Transition (ST)
- Service Operation (SO)
- Continual Service Improvement (CSI)

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311231

  • Cost: $515.29
  • Member: $463.76
Book cover

eBook - ITIL® V3 Foundation Exam: The Study Guide

Description:

Covers all Foundation Exam Content:

- Contains Official Sample Exams
- Contains Official Glossary of terms
- Great fold-flat format for class training
- Processes explained separately to support post exam implementation
- 230 pages means fantastic value for money

Please allow up to 24 hours for delivery of your eBook. (more info)

Author: n/a
ISBN: 9789087535223

  • Cost: $44.10
  • Member: $39.69
Book cover

eBook - Metrics for IT Service Management


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
This book considers the design and implementation of metrics in service organisations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO 20000 (BS15000) as a basis. It is a general guide to the use of metrics as a mechanism to control and steer IT service organisations.

A major reason for covering this topic is that many organisations have found it very difficult to use metrics properly. This book will deal with the causes of the difficulties to implementing metrics and will present workable solutions.

It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organisations. It also provides specific recommendations for applying metrics across the ITIL, ISO 20000 (BS15000) and other processes, discussing the rationale of the recommendations. This enables an organisation to implement the metrics as described directly as a first-pass solution that can be benchmarked against other organisations. But they can also be used as a starting point for customising particular metrics.

Badly designed metrics can be actively harmful to an organisation's proper functioning. Producing a set of metrics that avoids the pitfalls and delivers genuine value is not easy. This book will make that task much simpler and less error prone.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Please note that once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: Peter Brooks
ISBN: 9789087531973

  • Cost: $78.29
  • Member: $70.46
Book cover

eBook - Microsoft Operations Framework: V4.0

Description:

Microsoft® Operations Framework (MOF) 4.0 was delivered in 2008 and delivers practical guidance for everyday IT practices and activities, helping users establish and implement reliable, cost-effective IT services. It encompasses the entire IT lifecycle by integrating:
- Community-generated processes for planning, delivering, operating, and managing IT
- Governance, risk, and compliance activities
- Management reviews
- Microsoft Solutions Framework (MSF) best practices

The goal of MOF is to provide guidance to IT organizations to help them create, operate, and support IT services while ensuring that the investment in IT delivers expected business value at an acceptable level of risk.

MOF’s purpose is to create an environment where business and IT can work together toward operational maturity, using a proactive model that defines processes and standard procedures to gain efficiency and effectiveness. MOF promotes a logical approach to decision-making and communication and to the planning, deployment, and support of IT services.

Please allow up to 24 hours for delivery of your eBook. (more info)

Author: n/a
ISBN: 9789087532871

  • Cost: $31.26
  • Member: $28.13
Book cover

eBook - Passing your ITIL® Foundation Exam eBook - 2nd Edition

Description:

This publication, 'Passing your ITIL® Foundation Exam - 2nd Edition' is endorsed by APM Group, the official ITIL Accreditor, and is suitable for those taking the foundation exam. It has been updated in line with the new 2009 syllabus.

This publication provides an overview of the purpose, objectives and format of the examination. It offers a top level introduction to understanding the Service Lifecycle and each of the five components of the Lifecycle to help candidates pass the foundation exam and the Version 2 to Version 3 Bridging Exam.

Key features:

- Covers the Foundation exam and exam preparation.

- Contains a case study to help reinforce learning and aid comprehension by placing the theory into an easy to understand scenario.

- The Study Aid uses terminology consistent with the ITIL Service Management Practices and the ITIL Glossary, acronyms and definitions.

- Contains questions at the end of each chapter to reinforce learning.

- The structure of the book complements the structure of the exam syllabus.

- Contains a Mock Exam with an Answer Key with rationale to help the candidate to pass the ITIL Foundation Exam.

- A suitable study tool for the ITIL Version 2 to ITIL Version 3 bridging exam.

Once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113312139

  • Cost: $34.46
  • Member: $31.01
Book cover

eBook - PRINCE2™ - A no nonsense Management Guide

Description:

This new title by a PRINCE2 accredited trainer, Charles Fox, is designed to give those attending courses light pre-reading material so that the are familiar with concepts before the course. It also is useful for those not attending the course but needing a good overview to this popular method. Written in a straightforward way and accompanied by cartoons the text makes the method easily accessible to a wide range of those not only working directly with PRINCE2 but also with colleagues interfacing with projects run on these guidelines.

Please allow up to 24 hours for delivery of your eBook. (more info)

Author: n/a
ISBN: 9789087532086

  • Cost: $44.10
  • Member: $39.69
Book cover

eBook - Release and Control for IT Service Management, based on ITIL® (ITILV2)

Description:

Practitioner Release and Control for IT Service Management, based on ITIL®

- A PRACTITIONER GUIDE is the first publication of a new series of ITSMF, supporting, the first new ITIL Practitioner Cluster training Release & Control of EXIN The publication is written by a team of experts from leading training organizations throughout the world.and has a strong practical component.

This book covers the following ITIL processes:

- Configuration Management,
- Release Management
- Change Management

A PRACTITIONER GUIDE aims at helping the reader to prepare for using Best Practices in his or her role in the area of Change Management, Release Management and Configuration Management. The guidance provided in this book is based on ITIL, the Best Practice Library in IT Service Management. The chapters are structured round the main competency areas of the practitioner requirements: Manage, Organize, Optimize, so the reader can relate reading material and tasks easily.

The publication contains hands-on advice from experienced practitioners from different parts of the world, not to be found in the ITIL books. The book offers templates, plans, checklists, examples and how-to’s that can help practitioners perform their tasks. The book also contains excercises, learning hints and exam questions that make it into a valuable study aid for those preparing for the ITIL Practitioner Certificate in IT Service Management: Release and Control.

Please allow up to 24 hours for delivery of your eBook (more info)

Author: n/a
ISBN: 9789087531843

  • Cost: $91.52
  • Member: $82.37
Book cover

eBook - Risk Management based on M_o_R - A Management Guide

Description:

A quick yet thorough reference to risk management in a handy sized format. Uses principles, processes and key terms which are consistent with OGC advice and guidance on risk management, to supply a best practice approach.

Risk management is the process of identifying and controlling the organisation’s exposure to risk. This process should be consistently applied across all sections of the organisation (and partners, where applicable); it should be cost effective and proportionate to the risks being managed.

This publication takes a staged approach to risk management, putting the subject into context and helping to define a framework and policy on the management of risk.

Please allow up to 24 hours for delivery of your eBook (more info)

Author: n/a
ISBN: 9789087532116

  • Cost: $44.10
  • Member: $39.69
Book cover

eBook - Service Agreements: A Management Guide

Description:

Many organizations are demanding increased quality levels from ICT service providers, often irrespective of whether these services are outsourced or supplied in-house. Service management (SM) is the integrated approach to the management of ICT service requirements and levels.

This new publication outlines the background, operation and benefits of a variety of service agreements, and includes models for the design of a service catalogue and service agreement development.

Please allow up to 24 hours for delivery of your eBook
(more info)

Author: n/a
ISBN: 9789087531881

  • Cost: $44.10
  • Member: $39.69
Book cover

eBook - Service Design (SD)


Book Link: Please click here to download eBook Fact Sheet

Description:

International Top 20 Best Seller!

Description:
ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. 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.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. 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

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Please note that once you place your order there will be a short wait before receiving your eBook via email.

(more info)

Author: N/A
ISBN: 9780113310906

  • Cost: $146.48
  • Member: $131.83
Book cover

eBook - Service Management Process Maps

Description:

ITIL® has become the de facto standard in Service Management best practice processes and the lens through which the value of IT services is viewed and measured. ITIL, with its emphasis on standardizing IT processes and building a common language, helps you better manage and optimize the cost and quality of IT services.

As organizations look to implement quality Service Management processes, the same questions repeatedly arise:

• How do all these processes interface with each other?
• How do the processes work within a culture of change and evolution?
• How can we easily communicate our often technical vision throughout the organization?

In this book, the concepts of Service Management processes are described within the structure of Continuous Improvement (The Deming Cycle of Plan-Do-Check-Act) – because this is exactly what should happen in the real world. The path to Service Excellence is never static, but should be a never-ending journey that continually evolves. This title similarly describes the Service Excellence path as a journey – in this case a Subway.

This analogy allows a clear presentation of how the different Service Management processes interface with each other and identifies the critical ‘stations’ where two or more processes come together to achieve progress without ‘collisions’.

This title is unique in that it presents the difficult concepts of Service Management processes within an organizational culture of Continuous Improvement. Using a simple analogy to a concept that everyone will understand (the Subway), the benefits of constant evolution are clearly illustrated, allowing a greater appreciation of colleagues’ journeys and how to support them. With a Foreword by Kris K Brittain of Gartner, Inc

Please allow up to 24 hours for delivery of your eBook (more info)

Author: n/a
ISBN: 9789087532185

  • Cost: $78.29
  • Member: $70.46
Book cover

eBook - Service Operation (SO)


Book Link: Please click here to download eBook Fact Sheet

Description:

International Top 20 Best Seller!

Description:
ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Service Operation 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.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

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

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Please note that once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310920

  • Cost: $146.48
  • Member: $131.83
Book cover

eBook - Service Strategy (SS)


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Service Management strategy and value planning.
- Linking IT service strategy to business needs.
- Planning and implementing service strategy.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Please note that once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310890

  • Cost: $146.48
  • Member: $131.83
Book cover

eBook - Service Transition (ST)


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Service Transition provides guidance and process activities for the transition of services in the operational business environment. It covers the broader, long-term change management role, release and deployment practices, so that risks, benefits, delivery mechanisms and the support of ongoing operational services are considered.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Managing organisational and cultural change
- Knowledge management
- Service knowledge management system
- Methods, practices and tools
- Measurement and control
- Companion best practices

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Please note that once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310913

  • Cost: $146.48
  • Member: $131.83
Book cover

eBook - Six Sigma for IT Management

Description:

Six Sigma provides a quantitative methodology of continuous (process) improvement and cost reduction, by reducing the amount of variation in process outcomes.

The production of a product, be it a tangible product like a car or a more abstract product like a service, consists of a series of processes. All processes consist of a series of steps, events, or activities. Six Sigma measures every step of the process by breaking apart the elements within each process, identifying the critical characteristics, defining and mapping the related processes, understanding the capability of each process, discovering the weak links, and then upgrading the capability of the process. It is only by taking these steps that a business can raise the ‘high-water mark’ of its performance.

IT is now a fundamental part of business and business processes; this book demonstrates how IT can be made to work as an enabler to better business processes, and how the Six Sigma approach can be used to provide a consistent framework for measuring process outcomes.

ITIL defines the ‘what’ of Service Management; Six Sigma defines the "how" process improvement; together they are a perfect fit of improving the quality of IT service delivery and support. The Six Sigma approach also provides measures of process outcomes, and prescribes a consistent approach in how to use these metrics.

This is the first book to provide a coherent view and guidance for using the Six Sigma approach successfully in IT service organisations. It particularly aims to merge ITIL and Six Sigma into a single approach for continuous improvement of IT service organisations.

Please allow up to 24 hours for delivery of your eBook. (more info)

Author: n/a
ISBN: 9789087531904

  • Cost: $78.29
  • Member: $70.46
Book cover

eBook - Six Sigma for IT Management - A Pocket Guide

Description:

Six Sigma provides a quantitive methodology of continuous (process) improvement and cost reduction, by reducing the amount of variation in process outcomes.

The production of a product, be it a tangible product like a car or a more abstract product like a service, consists of a series of processes. All processes consist of a series of steps, events, or activities. Six Sigma measures every step of the process by breaking apart the elements within each process, identifying the critical characteristics, defining and mapping the related processes, understanding the capability of each process, discovering the weak links, and then upgrading the capability of the process. It is only by taking these steps that a business can raise the ‘high-water mark’ of its performance.

IT is now a fundamental part of business and business processes; this book demonstrates how IT can be made to work as an enabler to better business processes, and how the Six Sigma approach can be used to provide a consistent framework for measuring process outcomes.

ITIL defines the ‘what’ of Service Management; Six Sigma defines the ‘how’ process improvement; together they are a perfect fit of improving the quality of IT service delivery and support. The Six Sigma approach also provides measures of process outcomes, and prescribes a consistent approach in how to use these metrics.

This Pocket Book, a sister to a larger, more detailed book in the series, provides a coherent view and guidance for using the Six Sigma approach successfully in IT service organisations. It particularly aims to merge ITIL and Six Sigma into a single approach for continuous improvement of IT service organisations.

Please allow up to 24 hours for delivery of your eBook (more info)

Author: n/a
ISBN: 9789087531836

  • Cost: $31.26
  • Member: $28.13
Book cover

eBook - The Official Introduction to the ITIL Services Lifecycle


Book Link: Please click here to download eBook Fact Sheet

Description:

Description:
This publication 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. 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.

Key features:

- The main body introduces the five main titles with an introduction and clearly laid out summary of objectives, practice, key elements, roles and responsibilities and service performance.
- Gives an overview of the guidance specific to each stage of the lifecycle.
- Each chapter concludes with key messages and lessons, showing how the Introduction relates to the full library with its deeper levels of practice expertise and structured application.

In order to read an eBook, you will require a small piece of free software known as an eBook Reader. Before you can read your eBook, you will need to have the Mobipocket Reader software installed on your PC and mobile device. You can do this now by visiting the Mobipocket download site, or during the eBook download process. Please note, only one user per eBook is allowed.

Please note that once you place your order there will be a short wait before receiving your eBook via email.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311002

  • Cost: $66.33
  • Member: $59.70
Book cover

Effective IT Service Management

Description:

Effective Service Management provides IT Service Managers and professionals with practical guidance on delivering and managing IT services in an effective and efficient manner by extending the ITIL approach to deliver proactive and pragmatic IT Service Management. This book is a candid look at the relative merits of currently accepted wisdom regarding the provision of IT services, using the principles of the IT infrastructure library (ITIL) guidance series. It describes IT Service Management processes related to service delivery and service support (as well as other non ITIL areas), their objectives, shortcomings, and how these issues can be addressed in real life situations. In addition, it delivers a workable definition of what exactly an IT Service is and how it can be defined and used in practice. Overall Rob Addy gives an unbiased view of the shortcomings.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: -----
ISBN: 9783540731979

  • Cost: $119.63
  • Member: $107.67
Book cover

eSourcing Capability Model for Client Organizations

Description:

The eSourcing Capability Model for Client Organizations (eSCM-CL) is the best practices model that enables client organizations to appraise and improve their capability to foster the development of more effective relationships and to better manage these relationships. This title helps readers successfully implement a full range of client-organization tasks, ranging from developing the organization's sourcing strategy, planning for sourcing and service provider selection, initiating an agreement with service providers, managing service delivery, and completing the agreement.

The eSCM-CL has been designed to complement existing quality models and sourcing frameworks so that clients can capitalize on their previous improvement efforts and meet mandated requirements. ITIL V3 suggests that ITIL be supplemented with eSCM when service management is performed in the context of a sourcing arrangement.
Developed by The IT Services Qualification Center (ITSqc) and endorsed by a number of organizations including IAOP (International Association of Outsourcing Professionals), this title represents a major step forward for professionals looking to implement Best Practice within the Industry.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Bill Hefley, Ethel A. Loesche
ISBN: 9789087535599

  • Cost: $121.06
  • Member: $108.95
Book cover

eSourcing Capability Model for Service Providers

Description:

The eSourcing Capability Model for Service Providers (eSCM-SP) is the best practices model that supports sourcing organizations successfully manage and reduce their risks and improve their capabilities across the entire sourcing life-cycle. It addresses the critical issues related to IT-enabled sourcing (eSourcing) for both outsourced and in-sourced (shared services) agreements. Each of the Model's 84 Practice is distributed along three easy to follow dimensions: Sourcing Life-cycle, Capability Area, and Capability Level, and have been applied in IT, BPO, and KPO settings.

The eSCM-SP has been designed to complement existing quality models so that service providers can capitalize on their previous improvement efforts. ITIL V3 suggests that ITIL be supplemented with eSCM when service management is performed in the context of a sourcing arrangement. A series of documents comparing the eSCM-SP with other models and standards has been developed.
Developed by The IT Services Qualification Center (ITSqc) and endorsed by a number of organizations including IAOP (International Association of Outsourcing Professionals), this title represents a major step forward for professionals looking to implement Best Practice within the Industry.

Please note, this title will be published 15 December 2009 (more info)

Author: Mark C. Paulk, Elaine Hyder, Keith M. Heston, Bill Hefley
ISBN: 9789087535612

  • Cost: $114.39
  • Member: $102.95
Book cover

Exploiting IT for Business Benefit

Description:

Bridging the gap between business and IT remains one of the most immediate challenges facing the corporate world, especially with 60 per cent of IT professionals expected to be working in business-facing roles by 2010 (source: Gartner Research). Understanding the business implications of IT system development and deployment is therefore key to ensuring IT practitioners are equipped to face these challenges and help deliver business objectives. Commercial success is increasingly reliant on information and communications technology, and Bob Hughes provides a highly readable introduction to the subject, making it perfect for the busy IT and business practitioner. Among the key areas covered are: cost/benefit and risk analysis; business-driven system design; integration and implementation; Programme Management; Enterprise Resource Planning (ERP); internet business; B2B and B2C; and, Customer Relationship Management (CRM).

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Bob Hughes
ISBN: 9781902505923

  • Cost: $59.72
  • Member: $53.75
Book cover

Focus on Skills Series Suite

Description:

The Focus on Skills Series Suite explores the various 'soft skills' that are demonstrated by effective project and programme managers, as the day-to-day co-ordination, motivation and communication aspects of project and programme management are very similar.

PLease allow up to 4 weeks for delivery of this particular title. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 0113310838

  • Cost: $167.52
  • Member: $150.77
Book cover

Focus on Skills: Communication Skills for Project and Programme Managers

Description:

Part of the Focus on Skills Series, this publication, 'Focus on Skills: Communication Skills for Project and Programme Managers', explains the use and importance of communication skills and the structure of how these skills are applied throughout the lifecycle of a project or programme. The publication details how the application of the skill set changes as the project progresses through its lifecycle, from the project start when establishing support for the project is vital to controlling the project stages.

Key features:
Provides practical help in the form of checklists for suggested tasks, templates for key documents, and agendas for suggested meetings.

Contains a step-by-step guide to how the key communication skills can be demonstrated in different situations and is backed up by examples and anecdotes from project managers in different industry sectors in both the public and the private sector.

Offers practical help explaining how key aspects of communication skills can be practically applied, including sections on:

Identifying and advising on key messages

Providing constructive feedback and ensuring two way communication channels are planned and carried out

Using communication to influence and negotiate throughout the project/programme lifecycle

Technical skills related to facilitating workshops, writing reports and chairing.

PLease allow up to 4 weeks for delivery of this particular title. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 011331082x

  • Cost: $59.83
  • Member: $53.85
Book cover

Focus on Skills: Leadership Skills for Project and Programme Managers

Description:

Part of the Focus on Skills Series, this publication, 'Focus on Skills: Leadership Skills for Project and Programme Managers', explains the use of leadership skills and provides examples of where leadership skills are used throughout the lifecycle of a typical project. The application of the skill set changes as the project or programme progresses through its lifecycle. For example, at the initiation and or definition of a project/programme the manager must position themselves as a leader rather than just a manager of day to day activities.

The publication describes how the role of leader looks and what actions demonstrate leadership rather than management. It explains in details how key aspects of leadership can be demonstrated via influencing and coaching, holding workshops and whilst leading virtual or geographically displaced teams.

Key features:
Provides practical help in the form of checklists for suggested tasks, templates for key documents and agendas for suggested meetings.

Contains a step-by-step guide to how the key skills within leadership can be demonstrated in different situations and is backed up by examples and anecdotes from project managers in different industry sectors in both the public and the private sector.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 0113310803

  • Cost: $59.83
  • Member: $53.85
Book cover

Focus on Skills: Team Management Skills for Project and Programme Managers

Description:

Part of the Focus on Skills Series, this publication, 'Focus on Skills: Team Management Skills for Project and Programme Managers', explains the importance of team management in transitory teams that only exist for the life of a project or programme and how this affects team dynamic. It looks specifically at the pressures of managing teams which often have reporting lines outside of the Project/Programme Manager.

This publication also explains where team management skills are used set against the backdrop of the lifecycle of a typical project, for example, starting up/identifying a project or programme, intiating/defining a project or programme, managing delivery and closing a project or programme. The title explains how key aspects of the skill can be undertaken via setting roles and responsibility, influencing and motivating, creating a team environment and managing conflict/personality clashes.

Key features:
Provides practical help in the form of checklists for suggested tasks, templates for key documents and agendas for suggested meetings.

Contains a step-by-step guide to how the key skills within leadership can be demonstrated in different situations and is backed up by examples and anecdotes from project managers in different industry sectors in both the public and the private sector.

PLease allow up to 4 weeks for delivery of this particular book. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 0113310811

  • Cost: $59.83
  • Member: $53.85
Book cover

For Successful Portfolio, Programme and Project Offices: Think P30

Description:

This title accompanies the core P3O guidance and is an affordable and practical introductory guide to P3O. It discusses the different types of P3O, the benefits of P3O, the lifecycle of a P3O and the key steps in setting up a P3O. The publication looks at the mechanics of a P3O, specifically the necessary functions, services, tools and techniques.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311255

  • Cost: $35.90
  • Member: $32.31
Book cover

For Successful Programme Management: Think MSP

Description:

Written in simple English, 'For Successful Programme Management: Think MSP', is an affordable and practical guide to MSP. This beginners guide introduces the concepts and principles of MSP and forms part of a series of three introductory PPRM (Programme, Project and Risk Management) publications.

Key features:
- Introduces the principles of MSP
- Real life practical examples of MSP in action
- Highlights the benefits of MSP
- Aligned with 'Managing Successful Programmes 2007 Edition'
- Written in simple and easy to understand English
- Examples and case studies are used throughout
- Forms part of a series of three introductory PPRM (Programme, Project and Risk Management) publications.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310630

  • Cost: $35.90
  • Member: $32.31
Book cover

For Successful Project Management: Think PRINCE2

Description:

This is an affordable introductory, practical guide to PRINCE2. This beginners guide written by practitioners will give the real view on PRINCE2, from a government organisation, private sector and not-for-profit global organisation perspective.

Key features:

- Introduces the principles of PRINCE2.
- Real life practical examples of PRINCE2 in action.
- Highlights the benefits of PRINCE2.
- Written in simple and easy to understand English.

PLease allow up to 4 weeks for delivery of this particular title. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310289

  • Cost: $35.90
  • Member: $32.31
Book cover

For Successful Risk Management: Think M_o_R

Description:

Written in simple English 'For Successful Risk Management: Think M_o_R' is an affordable and practical guide to M_o_R. This beginners guide introduces the concepts and principles of M_o_R and forms part of a series of three introductory PPRM (Programme, Project and Risk Management) publications.

Key features:
- Introduces the principles of M_o_R
- Includes real-life practical examples of M_o_R in action
- Highlights the benefits of M_o_R
- Written in simple and easy to understand English
- Uses examples and case studies throughout
- Forms part of a series of three introductory PPRM (Programme, Project and Risk Management) publications.

Please allow up to 4 weeks for delivery of this particular title (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310647

  • Cost: $35.90
  • Member: $32.31
Book cover

Foundations of Information Security-Based on ISO27001 and ISO27002

Description:

Information security issues impact all organizations; however measures used to implement effective measures are often viewed as a businesses barrier costing a great deal of money. This practical title clearly explains the approaches that most organizations can consider and implement which helps turn Information Security management into an approachable, effective and well-understood tool. It covers:

- The quality requirements an organization may have for information
- The risks associated with these quality requirements
- The countermeasures that are necessary to mitigate these risks
- Ensuring business continuity in the event of a disaster
- When and whether to report incidents outside the organization

All information security concepts in this book are based on the ISO/IEC 27001 and ISO/IEC 27002 standards. But the text also refers to the other relevant international standards for information security.

The text is structures as follows:
Fundamental Principles of Security and Information security and Risk management.
Architecture, processes and information, needed for basic understanding of what information security is about.
Business Assets are discussed.
Measures that can be taken to protect information assets. (Physical measures, technical measures and finally the organizational measures. )

The book also contains many Case Studies which usefully demonstrate how theory translates into an operating environment

This book is primarily developed as a study book for anyone who wants to pass the ISFS (Information Security Foundation) exam of EXIN. In an appendix an ISFS model exam is given, with feedback to all multiple choice options, so that it can be used as a training for the ‘real’ ISFS exam.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Hans Baars, Kees Hintzbergen, Jule Hintzbergen, André Smulders
ISBN: 9789087535681

  • Cost: $53.38
  • Member: $48.04
Book cover

Foundations of IT Service Management based on ITIL

Description:

In recent years, IT Service Management has developed into a field in its own right. Organisations are now so dependent on the automation of large parts of their business processes that the quality of IT services and the synchronisation of these services with the needs of the organisation are now essential to their survival.

This introduction to IT Service Management, published by ITSMF-NL, is based on the latest edition of the ITIL books on Service Support and Service Delivery and is intended to serve as:

- a thorough and convenient introduction to the field of IT Service Management and a selection of the books in the IT Infrastructure Library (ITIL).
- a self-study guide that contains all the material needed to prepare for the Foundation Certificate examination in IT Service Management.

This new edition contains only those topics relevant for Foundations exams. While this book may serve as a textbook, it is not a theoretical book. Instead, it contains a wealth of practical knowledge collected by the editorial board. This practical knowledge and the introduction to the field of IT service management make the book useful even for those not preparing for the examination.

Since no single publication can have the answers to all the questions that arise in a field so multifaceted as IT Service Management, the aim of the book is to raise key questions, to encourage discussions and the comparison of the best practices found in the book with the reader's own experience. (more info)

Author:
ISBN: 9789077212585

  • Cost: $79.55
  • Member: $71.59
Book cover

Foundations of IT Service Management based on ITIL® V3

Description:

This new title looks at Best Practices described in the ITIL V3 upgrade. Focusing on the Lifecycle approach, this new publication covers the following steps in detail:

- Service Strategy
- Service Design
- Service Operation
- Service Transition
- Continual Service Improvement

Foundations of IT Service Management based on ITIL has become the industry classic guide on the topic of ITIL. Over the years this authoritative itSMF guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organisations.

This 2007 version has now been upgraded to reflect ITIL V3. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL V3 upgrade.

The new ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with the Version 2 process approach will be delighted to discover that this new edition of Foundations of IT Service Management based on ITIL V3 has split out all the processes and describes them in detail. This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations. (more info)

Author:
ISBN: 9789087530570

  • Cost: $79.55
  • Member: $71.59
Book cover

Frameworks for IT Management

Description:

Modern IT managers are confronted with an overwhelming number of management frameworks, methods and methodologies. In addition many IT service providers believe they can't be taken seriously if they don't also have a proprietary framework to offer which makes it even more difficult to find your way through the framework forest.

'Frameworks for IT Management', covers the most important frameworks in use, in a neutral and objective way, so that readers can better understand the potential value of each instrument. Each framework is described by a well-known expert in that field, in a structured format, to emphasise the specific characteristics. A consistent approach to each chapter allows easy comparison between the instruments: a description of each framework, the origin/history, where the instrument is used, description and core graphics, approach/how to, relevance to IT management, strengths and weaknesses, cross-references/relationships and links and literature.

It also contains descriptions (in alphabetical order) of AS 8015, ASL, BiSL, CobiT, eSCM, eTOM, Generic Framework for Information Management (PrimaVera), IPMA Competence Baseline, ISO/IEC 20000, (formerly BS15000), ISO 27001 (ISO 17799/BS7799), ISO 9000 (GB/T 19000), ISPL, IT Balanced Scorecard, ITIL®, ITS-CMM, PMBoK, PRINCE2®, M_o_R®, MSP, Six Sigma, TickIT, and TQM. (more info)

Author:
ISBN: 9789077212905

  • Cost: $79.55
  • Member: $71.59
Book cover

Frameworks for IT Management: A Pocketguide

Description:

Frameworks for IT Management - A Pocket Guide’ covers all the major frameworks and standards used by IT managers around the world.
It may be pocket-sized but this comprehensive title summarizes all the following:
Quality Management and
Business Process Management:
TQM
EFQM
ISO 9000
ISO/IEC 20000
TOGAF™
TickIT
ISO 19770
ISO 15504
ISO 27001

Quality Improvement CMMI
Six Sigma
eSCM-SP
IT Balanced Scorecard

IT Governance AS 8015
CobiT
M_o_R

Information Management Generic Framework for Information Management
ITIL
BISL
ISPL
eTOM
ASL

Project Management MSP
PRINCE2
PMBoK
IPMA Competence Baseline

Indispensable for the student and the experienced practitioner alike this title provides a key reference source not only on each framework but also its relevance to IT management. (more info)

Author: Jan van Bon, Eric Rozemeijer
ISBN: 9789087530877

  • Cost: $49.50
  • Member: $44.55
Book cover

Global Services - Moving to a Level Playing Field

Description:

"Global Services: Moving to a Level Playing Field" breaks the mould of current management thinking on outsourcing by creating a new framework around technology-enabled and professionally-rich services, their globalisation, and the competitive factors shaping their supply and their sourcing. The book includes: Business processes develop into knowledge processes; The maturing vendor community; The development of technology; The real matrix; The globalisation of services; Skills needed for a future economy; and Globalisation. It is aimed at an international audience of executives, board level and senior management, CIO and the senior/middle 'Enterprise IT' management, but also the ICT vendor middle/senior management.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: .
ISBN: 978190250831

  • Cost: $71.67
  • Member: $64.50
Book cover

Green IT in Practice: How One Company is Approacing the Greening of Its IT

Description:

"Green IT in Practice" is a practical book to help managers navigate a little more easily through the mass of information surrounding Green IT. Written by Gary Hird, Technical Strategy Manager for the John Lewis Partnership, who has responsibility for progressing Green IT initiatives for John Lewis and Waitrose, and endorsed by Trewin Restorick, Director of the environmental charity Global Action Plan, this key book exudes tried and tested helpful advice, techniques and examples. "Green IT in Practice" contains a variety of ideas for establishing and formalising a Green IT programme within an organisation. The experience of the John Lewis Partnership's Green IT programme during 2007 and the first half of 2008 is discussed in detail and is a core element.Chapters cover the link between general Corporate Social Responsibility and Green IT, how to go about constructing appropriate policies and metrics, and thoughts on how to engage with employees and suppliers. Individual case studies on key Green IT initiatives are then discussed in turn, before the book ends with a chapter considering how IT can begin to enable carbon footprint reduction in the organisation as a whole.

Please allow up to 4 weeks for delivery. If your order is urgent, please contact the office on (03) 9879 5466. (more info) (more info)

Author: Gary Hird
ISBN: 9781905356614

  • Cost: $109.85
  • Member: $98.86
Book cover

ICT Infrastructure Management

Description:

'ICT Infrastructure Management' is part of the ITIL series from OGC that guides business users through the planning, delivery and management of quality IT services.

This publication covers network service management, operations management, management of local processors, computer installation and acceptance and systems management. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113308651

  • Cost: $166.70
  • Member: $150.03
Book cover

ICT Infrastructure Management CD-ROM

Description:

'ICT Infrastructure Management' is part of the ITIL series from OGC that guides business users through the planning, delivery and management of quality IT services.

This publication covers network service management, operations management, management of local processors, computer installation and acceptance and systems management.

Through purchasing a network licence, the full text can be downloaded onto your intranet, giving you access and search capacity throughout your organisation. The CD-ROM products are compatible with numerous platforms allowing access to as many users as required across businesses and site. For further details on network licences email info@itsmf.org.au. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113309030

  • Cost: $301.20
  • Member: $271.08
Book cover

Implementing Information Security based on ISO 27001/ISO 17799: A Management Guide

Description:

This title covers the implementation issues of the information security standards up to and including audits. Pivotal to this it covers the installation of an ISMS, or Information Security Management System. This is defined as ‘that part of the overall management system, based on a business risk approach, to establish, implement, operate, monitor, review, maintain and improve information security. The management system includes organisational structure, policies, planning activities, responsibilities, practices, procedures, processes and resources.’

Effective information security is defined in the Standard as the ‘preservation of confidentiality, integrity and availability of information.’ It cannot be achieved through technological means alone, and should never be implemented in a way that is either out of line with the organisation’s approach to risk or which undermines or creates difficulties for its business operations.

The ISMS includes ‘organisational structure, policies, planning activities, responsibilities, practices, procedures, processes and resources’ and is a structured, coherent management approach to information security. It should be designed to ensure the effective interaction of the three key attributes of information security:

- Process (or procedure)
- Technology
- Behaviour

The book covers cultural and organisational issues that are key for successful adoption and certification. It covers strategic business decision-making and makes recommendations as to Board input. It notes that the design and implementation of the ISMS should be directly influenced by the organisation’s ‘needs and objectives, security requirements, the processes employed and the size and structure of the organisation.’ (more info)

Author: Alan Calder
ISBN: 9789077212783

  • Cost: $43.65
  • Member: $39.28
Book cover

Implementing Information Security based on ISO 27001/ISO 27002, A Management Guide

Description:

Information is the currency of the information age and in many cases is the most valuable asset possessed by an organisation. Information security management is the discipline that focuses on protecting and securing these assets against the threats of natural disasters, fraud and other criminal activity, user error and system failure.

Effective information security can be defined as the ‘preservation of confidentiality, integrity and availability of information.’ This book describes the approach taken by many organisations to realise these objectives. It discusses how information security cannot be achieved through technological means alone, but should include factors such as the organisation’s approach to risk and pragmatic day-to-day business operations.

This Management Guide provides an overview of the implementation of an Information Security Management System that conforms to the requirements of ISO/IEC 27001:2005 and which uses controls derived from ISO/IEC 17799:2005.
It covers the following:
- Certification
- Risk
- Documentation and Project Management issues

Please allow up to 4 weeks delivery of this particular title. (more info)

Author: Alan Calder
ISBN: 9789087535414

  • Cost: $44.02
  • Member: $39.62
Book cover

Implementing ISO/IEC 20000 Certification - The Roadmap

Description:

ISO/IEC 20000 is the corporate standard for achieving quality within IT Service Management. As individuals achieve success in Service Management frameworks such as ITIL®, many organisations have identified the benefits of making the jump to full corporate accreditation. But, having made the decision to invest in this standard, what is the best way to implement adoption in an efficient and successful way?

This thorough, practical guide has been put together by real experts with real experience of how ISO/IEC 20000 works in the workplace and in the real world.

- Part A of this title covers the step by step description of the ISO 20000 implementation process.
- Part B contains real case studies from organisations who have successfully achieved ISO/IEC accreditation.

This Official itSMF guide is unique in that it not only describes the implementation process. It also suggests solutions to common problems and set-backs. An understanding of the many business pressures means that practical guidance on the business case, measuring success (or not), or the need for quick wins are all included in this book, making it an invaluable companion for all those working on an implementation project. (more info)

Author: David Clifford
ISBN: 9789087530822

  • Cost: $73.85
  • Member: $66.47
Book cover

Implementing IT Governance

Description:

The issues, opportunities and challenges of aligning information technology more closely with an organisation and effectively governing an organisation’s Information Technology (IT) investments, resources, major initiatives and superior uninterrupted service is becoming a major concern of the Board and executive management in enterprises on a global basis. An integrated and comprehensive approach to the alignment, planning, execution and governance of IT and its resources has become critical to more effectively align, integrate, invest, measure, deploy, service and sustain the strategic and tactical direction and value proposition of IT in support of organisations.

Much has been written and documented about the individual components of IT Governance such as strategic planning, demand (portfolio investment) management, program and project management, IT service management and delivery, strategic sourcing and outsourcing, performance management and metrics, like the balanced scorecard, compliance and others. Much less has been written about a comprehensive and integrated IT/Business Alignment, Planning, Execution and Governance approach. This new title fills that need in the marketplace and gives readers a structured and practical solutions using the best of the best principles available today.

The book is divided into nine chapters, which cover the three critical pillars necessary to develop, execute and sustain a robust and effective IT governance environment - leadership and proactive people and change agents, flexible and scalable processes and enabling technology. Each of the chapters also covers one or more of the following action oriented topics: demand management and alignment (the why and what of IT - strategic planning, portfolio investment management, decision authority, etc.); execution management (includes the how - Program/Project Management, IT Service Management and Delivery with IT Infrastructure Library (ITIL) and Strategic Sourcing and outsourcing); performance, risk and contingency management (e.g. includes COBIT, the balanced scorecard and other metrics and controls); and leadership, teams and people skills. (more info)

Author: Gad J Selig
ISBN: 9789087531195

  • Cost: $73.85
  • Member: $66.47
Book cover

Implementing IT Governance - A Pocket Guide

Description:

The issues, opportunities and challenges of aligning information technology more closely with an organisation and effectively governing an organisation’s Information Technology (IT) investments, resources, major initiatives and superior uninterrupted service is becoming a major concern of the Board and executive management in enterprises on a global basis. An integrated and comprehensive approach to the alignment, planning, execution and governance of IT and its resources has become critical to more effectively align, integrate, invest, measure, deploy, service and sustain the strategic and tactical direction and value proposition of IT in support of organisations.

Much has been written and documented about the individual components of IT Governance such as strategic planning, demand (portfolio investment) management, program and project management, IT service management and delivery, strategic sourcing and outsourcing, performance management and metrics, like the balanced scorecard, compliance and others. Much less has been written about a comprehensive and integrated IT/Business Alignment, Planning, Execution and Governance approach. This new title fills that need in the marketplace and gives readers a structured and practical solutions using the best of the best principles available today.

The Pocket Book is a summary of the Main title and covers the three critical pillars necessary to develop, execute and sustain a robust and effective IT governance environment - leadership and proactive people and change agents, flexible and scalable processes and enabling technology. The chapters also covers one or more of the following action oriented topics: demand management and alignment (the why and what of IT – strategic planning, portfolio investment management, decision authority, etc.); execution management (includes the how - Program/Project Management, IT Service Management with IT Infrastructure Library (ITIL) and Strategic Sourcing and outsourcing); performance, risk and contingency management (e.g. includes COBIT, the balanced scorecard and other metrics and controls); and leadership, teams and people skills. (more info)

Author: Gad J Selig
ISBN: 9789087532161

  • Cost: $34.50
  • Member: $31.05
Book cover

Implementing Leading Standards for IT Management: A Guide to Understanding and Selecting Standards

Description:

In a world in which people and organizations have to communicate in constantly changing settings standards play a big role. By standards we mean established, described, and widely accepted agreements that make communication between systems – people process and technology – possible and predictable.

Getronics has a long history in using and developing IT standards. In 1990 they introduced ITIL into the Dutch market. Subsequently they have helped redevelop ITIL and at the same time expanded the best practices with the development of ASL and BiSL. They have demonstrated their thought leadership and practical knowledge in all areas of IT management and always shared this knowledge with others. In their view a common language to communicate at different levels seems a prerequisite of the network society.

This publication Implementing leading standards for IT Management gives the vision of Getronics on standardization in IT. It explains why standards are so important today, the way in which standards come about and how they are accepted. The book describes why IT professionals should adopt and use standards.

This publication does not pretend to give an overview of all standards available. On the contrary, it is the selection of standards that was made by Getronics that makes this book useful. It is their conviction or vision that these standards are dominant, inescapable or promising. These standards are: EFQM, Six Sigma, Malcolm Baldrige, CobiT, ITIL, ASL, BiSL, ISO/IEC 20000, CMMI, ISO 17799, MOF, ISPL, PRINCE2, IPMA, PMI-PMBOK, MSP, XML, J2EE, .NET, MDA, UML The co-operation of people, processes and technology play an important role in the provision of good information services. Standards play a vital role in communication at all levels between the components of information services. With this book the authors want to help organizations making the right choices. (more info)

Author: Tom van Sante
ISBN: 9789077212868

  • Cost: $55.40
  • Member: $49.86
Book cover

Implementing Metrics for IT Service Management

Description:

This book “Implementing Metrics for IT Service Management” provides a measurement framework which is based on a continuous improvement lifecycle. The measurement framework is aligned with the IT Infrastructure Library (ITIL®) set of best practices. The framework is compatible with the Control Objectives for IT (CobiT®) framework and supports ISO/IEC 20000 standards for IT Service Management.

This book also provides the basic concepts around measurements for business/IT alignment, achieving compliance and driving operation excellence. Where possible, examples, case studies and check lists have been included along with a scorecard accelerator software tool to further improve the learning experience and accelerate the adoption of measurements.

The goal of this book is to provide the reader with a measurement framework to align IT with the business objectives to create value through continuous improvements. This book is complimentary to the book “Metrics for IT Service Management” also published by Van Haren Publishing. The objectives of the measurement program are to help the user determine ways to:

- Align IT with business objectives
- Maintain compliance requirements for business operations
- Drive operational efficiencies, effectiveness and quality. (more info)

Author: David Smith
ISBN: 9789087531140

  • Cost: $180.90
  • Member: $162.81
Book cover

Implementing Service and Support Management Processes: A Practical Guide

Description:

This title contains proven and practical implementation, maintenance, and optimization advice for processes key to the IT service and support center environment. Developed with a hands-on approach and authored by several widely respected practitioners and experts, the title provides advice and assistance on how best to implement service management using the experience of those with a strong track record of success in “the real world”. The book:

provides a holistic view for setting up a Support Center and provides a reference for Support Managers as they evolve their existing Support Center,
provides prescriptive guidance to implementing ITIL® processes and other Support Center processes not in ITIL,
provides a focus on operational metrics for the Support Center.
The title looks in detail at the following processes:
Financial and Operational Management
Knowledge Management
Configuration Management
Change Management
Release Management
Incident Management
Problem Management
Service Level Management
Capacity and Workforce Management
Availability Management
IT Service Continuity Management
Customer Satisfaction Measurement

Each process includes:
Overview· Key Inputs and Outputs
Possible Problems
Little Things that Always Get Forgotten
Implementation
Communication
Responsibilities and Deliverables
KPIs
Optimization
Checklists, Examples and Sample Documents

This title contains practical advice to anyone involved in a Support Center environment. All levels of management for both internal and external Support Centers can use this practical guide to implement, manage and optimize all relevant Support Center processes. Business managers will find the book helpful in understanding and supporting the establishment of best practice Support Center services that interact strategically and appropriately with the overall IT organization.
(more info)

Author: Prat Albright, Mark Bradley, Chris Broome, David Chiu, Mike Devaney, Paula 'Tess' DePalma, Troy DuMoulin, Mark Ellis, Malcom Fry, Jayne Groll, Brian Johnson, Char LaBounty, Vernon Lloyd, Greg Oxton, Peter Pace, David Pultorak, Glen Purdy, Julie Quackenb
ISBN: 9789077212431

  • Cost: $160.61
  • Member: $144.55
Book cover

Improving Project Performance Using the PRINCE2 Maturity Model

Description:

PRINCE2 is cited as the most widely used project management method worldwide. But, while the PRINCE2 manual describes how to manage a single project it does not include any guidance on how to embed PRINCE2 into an organisation. Such guidance is now available: this publication describes the organisational processes and practices required for the effective implementation of PRINCE2 as an organisational standard. It includes guidance on assigning ownership, tailoring the method, training, integrating PRINCE2 with other management systems and establishing quality assurance mechanisms to gain a continuous improvement capability. In reading 'Improving Project Performance using the PRINCE2 Maturity Model' you will discover how organisations can gain full value from the PRINCE2 Method. It contains practical advice on using the OGC's PRINCE2 Maturity Model (P2MM) and shows how P2MM can be used.

Please allow up to four weeks for delivery of this title. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310319

  • Cost: $47.86
  • Member: $43.07
Book cover

Information Security based on ISO 27001/ISO 27002, A Management Guide

Description:

Information is the currency of the information age and in many cases is the most valuable asset possessed by an organisation. Information security management is the discipline that focuses on protecting and securing these assets against the threats of natural disasters, fraud and other criminal activity, user error and system failure.

This Management Guide provides an overview of the two international information security standards, ISO/IEC 27001 and ISO 27002. These standards provide a basis for implementing information security controls to meet an organisation’s own business requirements as well as a set of controls for business relationships with other parties.

This Guide provides:
An introduction and overview to both the standards
The background to the current version of the standards
Links to other standards, such as ISO 9001, BS25999 and ISO 20000
Links to frameworks such as CobiT and ITIL

Above all, this handy book describes how ISO 27001 and ISO 27002 interact to guide organizations in the development of best practice information security management systems.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Alan Calder
ISBN: 9789087535407

  • Cost: $44.02
  • Member: $39.62
Book cover

Information Security Management Principles

Description:

How safe is your information? Recent events show that commercial, personal and sensitive information is very hard to keep secure and technological solutions are not the only answer. Information security is largely a management issue and this book outlines the principles management techniques for securing your data. It also acts as a textbook for the ISEB Information Security Management Principles Certificate.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: David Alexander, Amanda Finch
ISBN: 9781902505909

  • Cost: $59.72
  • Member: $53.75
Book cover

Information Security Management with ITIL V3

Description:

This groundbreaking new title looks at Information Security from defining what security measures positively support the business, to implementation to maintaining the required level and anticipating required changes. It covers:

- Fundamentals of information security – providing readers insight and give background about what is going to be managed. Topics covered include: types of security controls, business benefits and the perspectives of business, customers, partners, service providers, and auditors.

- Fundamentals of management of information security - explains what information security management is about and its objectives. Details are also given on implementing the process and the continuous effort required to maintain its quality.

- ITIL V3 and Information Security Management - shows the links with the other ITIL processes. Shows how integrating the Information Security Management activities into existing processes and activities not only supports efficiencies but ultimately is the key way to achieve effective Information Security Management.

- Implementing Information Security Management - gives practical advice how to put Information Security Management into practice. From awareness in the organization via documentation required to maturity models; this guidance describes best practices for realizing Information Security Management.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Jacques A. Cazemier, Paul Overbeek, Louk Peters
ISBN: 9789087535520

  • Cost: $69.63
  • Member: $62.67
Book cover

Introduction to ITIL

Description:

This is the introduction from the Official ITIL Publisher covering all the ITIL V2 products in the series.

The complete library is extensive and this unique, official publication offers an essential overview of the methodology, benefits and full range of ITIL publications available.

Clearly written and practical, anyone learning about ITIL or championing it within an organisation will find this book invaluable.

Key feature:

- Provides a thorough and convenient introduction to the filed of IT Service Management and the ITIL V2 publications.

The International ITSMF organisation, through its International Publications Executive Sub-Committee (IPESC) comprised of a council of members from global itSMF chapters has given its formal itSMF International endorsement to this publication. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113309733

  • Cost: $91.60
  • Member: $82.44
Book cover

Introduction to ITIL CD-ROM

Description:

This is the introduction from the Official ITIL Publisher covering all the ITIL V2 products in the series.

The complete library is extensive and this unique, official publication offers an essential overview of the methodology, benefits and full range of ITIL publications available.

Clearly written and practical, anyone learning about ITIL or championing it within an organisation will find this book invaluable.

Key feature:

- Provides a thorough and convenient introduction to the filed of IT Service Management and the ITIL V2 publications.

The International ITSMF organisation, through its International Publications Executive Sub-Committee (IPESC) comprised of a council of members from global itSMF chapters has given its formal itSMF International endorsement to this publication.

Through purchasing a network licence, the full text can be downloaded onto your intranet, giving you access and search capacity throughout your organisation. The CD-ROM products are compatible with numerous platforms allowing access to as many users as required across businesses and sites. For further details on network licences email info@itsmf.org.au. (more info)

Author: This is the introduction from the Official ITIL Publisher covering all the ITIL V2 products in the series.
ISBN: 9780113309771

  • Cost: $78.70
  • Member: $70.83
Book cover

ISO 9001:2000 The Quality Management Process

Description:

With the publication of ISO 9001:2000, there is now a single quality management ‘requirements’ standard that is applicable to all organisations, products and services.

ISO 9001:2000 is the only standard that can be used for the certification of a QMS and its generic requirements can be used by any organisation.

ISO 9001:2000 applies to all types or organisations. It is the quality standard which specifies the requirements of quality management systems for use where organisations need to demonstrate their capability to provide products and services which meet both customer needs and relevant regulatory requirements.

It will prove invaluable to all quality managers, internal auditors and anyone involved in the management and understanding of ISO 9001:2000. It also acts as a handy reference for professional auditors to the requirements for auditing ISO 9001:2000.
(more info)

Author: Ray Tricker
ISBN: 9789077212776

  • Cost: $107.41
  • Member: $96.67
Book cover

ISO/IEC 20000 An Introduction

Description:

ISO/IEC 20000 is the Certification for organisations within the IT Service Management environment. It reflects the increasing desire to have a certification that moves beyond the individual employee. The goal of this Introduction is to provide an easy to read document that explains the nature, content and aim of ISO 20000. It should bring ISO 20000 within reach of a vast international audience at a higher speed, by providing an easy accessible Introduction:

- To promote the awareness and the acceptability of ISO 20000 as a valid standard for IT Services organisations;
- To support ISO 20000 training and certification;
- To produce a detailed guide to the core content of ISO 20000, for practitioners; and
- Includes the Full ISO 20000 Standard Text;

‘ISO 20000: An Introduction’ is aimed at a broad range of practitioners, trainers and students, who work in IT as well as in other environments, ranging from experienced experts in (IT) service organisations, to those who are looking for a suitable approach to quality improvement issues. (more info)

Author:
ISBN: 9789087530815

  • Cost: $88.15
  • Member: $79.33
Book cover

ISO/IEC 20000: A Pocket Guide

Description:

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 acceptability of ISO 20000 as a valid standard for IT Services organisations;
- To support ISO 20000 training and certification;
- To produce a quick reference to the core content of ISO 20000, for practitioners.

‘ISO 20000: A Pocket Guide’ is aimed at a broad range of practitioners, trainers and students, who work in IT as well as in other environments, ranging from experienced experts in (IT) service organisations, to those who are looking for a suitable approach to quality improvement issues. (more info)

Author:
ISBN: 9789077212790

  • Cost: $34.60
  • Member: $31.14
Book cover

IT Financial Management

Description:

It is now accepted that IT functions are a fundamental part of the competitive business model. Instead of simply offering services IT must ‘create value’ for the business. This practical title describes the strong financial skills that IT managers must have in order to support:

· Operations: Finance departments rely heavily on IT managers being able to identify, track and measure costs – sometimes at a very granular level
· Budgeting: the very technical nature of IT operations means that budgeting can be more complex than many other areas
· Project Delivery: large technical project deliveries means that costs can be correspondingly complex to account for
· Business Modeling; pricing models rely heavily on IT managers skills and accuracy. Where one service supports many commercial offerings a strong model is needed to apportion costs appropriately
· Investment and business cases: a sound understanding of the financial contribution the IT assets make to the overall business is critical to gain support for ongoing investment

This outstanding title covers the main financial concepts that managers need to be familiar with in order for IT to take its proper senior place as a contributor to the business. It assumes a basic level of financial understanding and builds on the techniques required almost daily; therefore it is overwhelmingly practical and based on real world scenarios. Not only are the techniques fully described but issues such as the following are detailed:
· roles
· implementation
· daily management and even
· tooling

Please allow up to 4 weeks for delivery of this particular title.

(more info)

Author: Maxime Sottini
ISBN: 9789087535018

  • Cost: $61.57
  • Member: $55.41
Book cover

IT Governance based on CoBIT 4.1: A Management guide

Description:

This IT Governance Management Guide is the result of a project that involved many experts from all over the world. It started out as a compact reference to one framework, but it grew into an original document on IT Governance.

It is provided for two purposes. First, it is a quick-reference guide to IT governance for people that are not acquainted with this field of work. Second, it is a high-level introduction to ISACA's open standard COBIT 4.1 that will encourage further study. This guide follows the process structure of COBIT 4.1, but adds new information to the structure.

This guide is aimed at business and IT (service) managers, consultants, auditors and anyone interested in learning more about the possible application of IT governance standards in the IT management domain. In addition, it provides students in IT and Business Administration with a compact reference to COBIT 4.1.
(more info)

Author: Harry Boonen, Koen Brand
ISBN: 9789087531164

  • Cost: $65.31
  • Member: $58.78
Book cover

IT Governance: A Managers Guide to Data Security and ISO 27001/ISO 27002, Fourth Edition

Description:

Information is widely regarded as the lifeblood of modern business, but organizations are facing a flood of threats to such 'intellectual capital' - from hackers, viruses and online fraud. Increasingly, data protection, privacy regulations, computer misuse and regulations around investigatory powers are part of a complex and often competing range of requirements to which directors must respond. "IT Governance" will be essential to board members, executives, owners and managers of any business or organization that depends on information, that uses computers on a regular basis or that has an internet aspect to its overall strategy. With full coverage of the Turnbull Report and the Combined Code (in the UK), and the Sarbanes-Oxley Act (in the US), the book examines standards of best practice for companies looking to protect and enhance their information security management systems, allowing them to ensure that their IT security strategies are co-ordinated, coherent, comprehensive and cost effective. Each book comes with password-protected access to the associated website, for the latest news updates in this dynamic and constantly-changing sector.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Alan Calder, Steve Watkins
ISBN: 9780749452711

  • Cost: $119.53
  • Member: $107.58
Book cover

IT Outsourcing – An introduction

Description:

The globalization and development of the network society meant that extensive IT outsourcing activity was inevitable.
At fi rst, the main reason was cost reduction, but today’s organizations have to do offshoreoutsourcing for other reasons as well.
However outsourcing is no simple task and practical guidance based on extensive experience can be hard to find.

A number of companies have invested heavily in continually refining their outsourcing skills to achieve best practice.
This book takes their valuable experience and expertise and now makes it available to a much larger audience.
What’s more, this Best Practice is so important that it has been developed into courseware and training dedicated to those who need to make
outsourcing work. The PON (Platform Outsourcing Netherlands) provides courses on the Basics of Sourcing for their members, and this book
represents the most important aspects of these. The course trainers are all experts from organizations connected to PON and their detailed course
notes and skills have all contributed to this unique title.

This ground-breaking text is also suitable as a manual for college students in their third year,specially students in Informatics, Management Science, Law and Human Resource Management. A passing knowledge of ITIL and/or ISO/IEC 20000 is helpful to readers.

Please allow up to 4 weeks delivery of this particular title. (more info)

Author: Anja Dekhuizen, Guus Delen, Diana Hoogeveen, Louis Jonker, Sicco-Jan van der Meulen, Kees van Oosterhout, Polo van der Putt, Bart Straathof, Frank Winnubst
ISBN: 9789087534929

  • Cost: $54.95
  • Member: $49.45
Book cover

IT Outsourcing Part 1: Contracting the Partner

Description:

As companies focus on the core specialisms, most will look to the benefits of outsourcing some, if not all, of the IT services required. The benefits include:
· cost-efficient operations;
· delivery of IT services at lower cost through economies of scale;
· improvements in time-to-market of IT solutions;
· improvements in capability and
· quality of IT service delivery.

This essential guide looks at the procedures needed to achieve all these benefits when contracting an outsourcing partner. It explains the benefits of a well thought-out and practical approach to selecting a partner; a partner, indeed, whose performance may make or break an organization’s delivery to market. This book is a key reference guide to anyone procuring IT services and also to those who are responsible for maintaining the contract once signed. By covering all aspects of the Outsourcing contracting process, its guidance will help reduce risks and miscommunication. In addition its approach to the Request for Proposal (also known as Invitation to Tender) shows how clarity at this stage can deliver significant benefits as the services go live in the operational phase. (more info)

Author: Denis Verhoef, Gerard Wijers
ISBN: 9789087530303

  • Cost: $65.31
  • Member: $58.78
Book cover

IT Service CMM: A Pocket Guide

Description:

The IT Service CMM is a maturity growth model for IT service providers. The model enables organizations to determine their current maturity and to directions for improvement.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: itSMF
ISBN: 9789077212356

  • Cost: $34.51
  • Member: $31.06
Book cover

IT Service Management - Global Best Practices Volume 1

Description:

The Official itSMF International Compendium of Cutting-Edge Thinking

This unique guide is written by industry thought leaders giving the inside track on new practices that could radically change IT Service Management in the next few years.

IT Service Management - Global Best Practices Volume 1 is written by leading experts from many countries (UK, Spain, Ireland, Italy, Taiwan, Australia, USA, Canada, Argentina, Brazil, Belgium, Netherlands, New Zealand, Israel) and contains over 40 chapters within the following disciplines:

1. Trends, visions and analysis of ITSM market
2. Governance
3. Demand & portfolio & sourcing
4. Awareness & implementation
5. Organisation
6. Modeling
7. Processes
8. Standards & frameworks
9. Metrics (more info)

Author:
ISBN: 9789087531003

  • Cost: $160.95
  • Member: $144.85
Book cover

IT Service Management Based on ITIL® V3 - A Pocket Guide

Description:

This really popular pocket guide is a quick, portable reference tool designed for managers, to give an overall picture of the ITIL V3 upgrade. Covering not only the ITIL V3 Service Lifecycle approach, to provide even greater value, this handy new guide also describes the ITIL V3 functions and processes in a separate section as well. (more info)

Author:
ISBN: 9789087531027

  • Cost: $25.75
  • Member: $23.18
Book cover

IT Service Management Foundation Practice Questions

Description:

This is the most authoritative guide to preparing for the ITIL[registered] V3 Foundation certificate in IT Service Management. It includes an extensive range of practice questions complete with explanations and key learning points and will greatly assist anyone sitting or intending to sit the V3 ITIL Service Management Foundation Certificate. It provides a wealth of background knowledge and sample questions using different styles with detailed explanations that are intended to build on existing study or learning. This guide utilises the experience of three established independent service management consultants who are members of the ISEB examination panel and are experienced Service Management Lecturers.

PLease allow up to 4 weeks for delivery of this particular title. (more info)

Author: Tony Gannon, Steve Mann
ISBN: 9781906124182

  • Cost: $73.85
  • Member: $66.47
Book cover

IT Service Management from Hell

Description:

This publication, 'IT Service Management From Hell, takes a humorous look at some of the worst aspects of IT service management.

It covers such topics as:

- Doing nothing, Continuing to do nothing whilst looking like doing something;
- Graphs, GANTT charts, and similar time wasting activities;
- Estimating how bad things are, and damage limitation;
- Providing less with more;
- Getting the IT infrastructure you want.
(more info)

Author:
ISBN: 9789077212219

  • Cost: $30.80
  • Member: $27.72
Book cover

IT Service Management from Hell based on Not ITIL

Description:

Takes an irreverent look at the history of ITIL, and how (not) to achieve an upgrade. It’s not what you might expect!! Illustrated with original cartoons, this book places ITIL in its historical and geographical context, whilst rambling on about IT babble and industry verticles.
(more info)

Author: Brian Johnson, Paul Wilkinson
ISBN: 9789077212004

  • Cost: $39.96
  • Member: $35.96
Book cover

IT Service Management: A companion to the IT Infrastructure Library

Description:

This version 2 publication is commonly known as the 'Pocket Guide' or 'Little ITIL'. It has been designed as a handy reference work for IT Service Management practitioners and for those taking the Foundation Certificate in IT Service Management. It is recognised as a complementary publication to the complete IT Infrastructure Library (ITIL).

The Pocket Guide explains the processes involved in the two key areas of ITIL version 2 Service Management (Service Support and Service Delivery) and their application to the complete service lifecycle.

This book is endorsed by the itSMF IPESC (International Publications ESC). (more info)

Author:
ISBN: 9780952470618

  • Cost: $23.95
  • Member: $21.55
Book cover

IT Services Procurement based on ISPL, A Pocket Guide

Description:

ISPL, the Information Services Procurement Library, provides a framework based on best practices for the acquisition and management of ongoing services and projects. As an open standard, ISPL mainly focuses on the customer perspective, but provides valuable support for suppliers as well. More and more suppliers are required to make their offers or bids and manage their services based on ISPL.

This reference guide presents an overview of ISPL and a reference for those who apply ISPL in their job or in an acquisition process. This guide is not intended to be a course on ISPL or to document ISPL in detail; for these purposes other books on ISPL are more appropriate.

This reference guide is based on the ‘official’ ISPL products by EXIN:



Introduction to ISPL
Managing Acquisition Processes
Managing Risks and Planning Deliverables
Specifying Deliverables (more info)

Author: Johan C. Op de Coul
ISBN: 9789077212509

  • Cost: $49.54
  • Member: $44.59
Book cover

IT-enabled Business Change: Successful Management

Description:

The high profile failure of major IT-related projects in both private and public sectors underlines the need for stringent change management. As businesses increasingly look to IT to enable that change, Sharm Manwani examines the types of business change processes that involve the use of IT, from the reasons organisations change the way they work, to how that change is identified, managed and implemented. The structure follows a new IT-enabled business change lifecycle which focuses on strategic alignment and delivering benefits rather than implementing a technology solution. All those involved in organisational change need to understand the pitfalls and the critical success factors. The potential audience therefore covers a wide range of business and IT executives, managers, professionals and expert users. The main desired outcome of this book is that it helps those who are involved in IT-enabled business change projects to understand the issues and to be more successful. (more info)

Author: Manwani, Sharm
ISBN: 9781902505916

  • Cost: $86.45
  • Member: $77.81
Book cover

ITIL and the Software Lifecycle: Practical Strategy and Design Principles

Description:

This new title presents readers with an approach to software development that builds on established processes and also achieves a goal of better alignment of IT services within the business needs.

The concept of IT service design is certainly not a new one, but in the past, organizations have had to focus first on improving the underlying operational processes which act as the foundation of the IT enterprise. Industry Best Practice guidance, such as ITIL® and ISO20000, describes most processes, although certain aspects could be given greater prominence:

security management
application management
software change management
IT asset management
a close mapping of project management and resource management


The lack of detail within these elements poses a problem when an organization decides to move to an IT service design model, because quality, stability and availability of an IT service are determined by all of the lifecycles that flow in and out of the service lifecycle.

For example, IT Assets have their own lifecycle, from the time of requisition through to retirement, and this overlaps at predetermined points of the overall service lifecycle: impacts from one, have a ‘domino effect’ on the others.

This book helps readers to understand how better to apply process discipline to their environment, in order to deliver a higher quality of service at a lower cost to their business.
(more info)

Author: John Higgins, Brian Johnson
ISBN: 9789087530495

  • Cost: $107.41
  • Member: $96.67
Book cover

ITIL Lifecycle Publication Suite

Description:

International Top 20 Best Seller!

The new core ITIL titles have been commissioned and structured to be read as a five title series, each building on the work of the other. As the five core titles reflect the lifecycle of services, their appeal encompasses the entire spectrum of people involved at any stage of the framework. So, without being the prime audience, everyone involved will benefit from access to the entire library.

Publications in the suite:

- Service Strategy (SS)
- Service Design (SD)
- Service Transition (ST)
- Service Operation (SO)
- Continual Service Improvement (CSI)

The suite of titles offers considerable costs savings against purchasing all five titles individually. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310500

  • Cost: $754.73
  • Member: $679.26
Book cover

ITIL Lite: A Road Map to Full or Partial ITIL Implementation Book

Description:

'ITIL Lite: A Road Map to Full or Partial ITIL Implementation' is aimed at encouraging organisations to adopt ITIL V3 by selecting and implementing key ITIL V3 components. For many reasons not every organisation can adopt the whole of ITIL V3. Therefore, the publication explains which components are essential and explains how to select the appropriate components for implementation.

This publication is based around a project template to help readers prepare their own project. Ideal for those departments whose budgets have been reduced but who still want to improve key processes and functions.

Key features:

- Outlines the challenges of implementing V3.

- Discusses the ITIL V3 operational processes and functions.

- Categorises ITIL V3 components.

- Provides a step by step guide to implementing selected components.

Please allow up to 4 weeks for delivery of this particular item.
(more info)

Author: Malcom Fry
ISBN: 9780113312122

  • Cost: $87.78
  • Member: $79.00
 

ITIL Small-scale Implementation

Description:

Adapted to provide sound processes for small organisations, this vital title will help any organisation with a small resource base implement all the key elements of ITIL.

At the same time, it will act as a starting point for larger organisations either those under budget constraints or those who have departmentalised ITIL implementations. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113309801

  • Cost: $78.70
  • Member: $70.83
Book cover

ITIL Small-scale Implementation V3 2008 Edition

Description:

'ITIL Small-Scale Implementation' has been updated in line with ITIL Version 3: the Service Lifecycle approach. It provides guidance to smaller organisations who wish to implement the ITIL guidance or who are already using it ands wish to improve their IT Service Management. The publication considers the significance of size, the characteristics of small organisations, and how to scale ITIL down for small organisations.

Key features:

- A practical guide to scaling ITIL for use in smaller organisations.
- Uses terminology consistent with the ITIL Service Management Practices and the ITIL Glossary, acronyms and definitions.

Please note, this publication will be published 31st July 2009. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310784

  • Cost: $104.50
  • Member: $94.05
Book cover

ITIL V3 Foundation Exam: The Study Guide

Description:

· Covers all Foundation Exam Content
· Contains Official Sample Exams
· Contains Official Glossary of terms
· Great fold-flat format for class training
· Processes explained separately to support post exam implementation
· 230 pages means fantastic value for money

This new title covers all the material found in the ITIL® Foundations Exam. Its 230 pages cover everything you need to know to pass the exam and in addition the Official OGC sample exams are included at the end of each chapter. The title separates out the processes within each lifecycle stage making this a handy and convenient title to take back to the work place and to start implementing Best Practices as found in the Foundation training course. The book also contains official ITIL diagrams and Glossary of terms which are fully licenced by the British Government.
Great ‘fold flat’ binding makes it ideal for all training courses!
(more info)

Author: Jan van Bon, Arjen de Jong, Axel Kolthof, Mike Pieper, Ruby Tjassing, Annelies van der Veen, Tieneke Verheijen
ISBN: 9789087530693

  • Cost: $65.31
  • Member: $58.78
Book cover

ITIL V3 foundation handbook: pocketbook from the Official Publisher of ITIL

Description:

A quick reference revision guide, which has been designed to help students sitting the Foundation Exam. The title also acts as a key reference aid for managers, practitioners, vendors and consultants in the workplace and while travelling. This publication provides an introduction to the ITIL V3 Service Lifecycle model and an overview of the ITIL V3 qualification structure. The guide contains a chapter on each of the components of the Lifecycle; Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. These chapters contain an overview of each of the process and functions in the lifecycle including value, scope, activities and metrics.

Please allow up to 4 weeks for delivery of this particular title.
(more info)

Author: OGC - Office of Government Commerce
ISBN: 9780113311972

  • Cost: $25.31
  • Member: $22.78
Book cover

ITIL V3 Guide to Software Asset Management

Description:

Appropriate for anyone involved in the governance, management and use of software assets within an organisation, this title, 'ITIL V3 Guide to Software Asset Management', contains a practical approach to the management of software assets.

Aligned with ITIL V3 and ISO/IEC 20000, this book has been developed to assist with the implementation and maintenance of all the necessary Software Asset Management (SAM) processes and procedures. It gives realistic and pragmatic suggestions for the content of a business case for SAM within an organisation.

It provides readers with advice and guidance on the roles involved, together with templates and examples of some of the key documents. Including examples of a SAM business case, the contents of a software policy, a policy on the use of hardware and software, and an acknowledgement of hardware/software policy.

Key features:

- Updated in line with ITIL V3 and ISO/IEC 20000.

- Provides examples and templates of key documentation.

Please allow up to 4 weeks for delivery of this particular item.
(more info)

Author: Colin Rudd
ISBN: 9780113311064

  • Cost: $92.22
  • Member: $83.00
 

ITIL V3 Publication Suite x 1 Network User License

Description:

Please allow up to 5 days for access once your order is placed.

If you would like a larger Network Licence, please contact the National Office on 03 9879 5466. (more info)

Author:
ISBN: 7003158

  • Cost: $611.06
  • Member: $549.95
Book cover

ITIL Version 3 at a Glance: Information Quick Reference

Description:

ITIL Version 3 At a Glance takes a graphical approach to consolidating the information of ITIL V3. ITIL is an internationally-recognised set of best practices for providing IT service management. IT organisations worldwide are implementing ITIL as a vehicle for improving IT service quality and improve return on investment for IT services. The desk reference (TM)s unique graphical approach will take otherwise complex textual descriptions and make the information accessible in a series of consistent, simple diagrams. ITILA Version 3 At a Glance will be of interest to organisations looking to train their staff in a consistent and cost-effective way. Further, this book is ideal for anyone involved in planning consulting, implementing, or testing an ITIL V3 implementation. Each chapter in ITIL Version 3 at a Glance summarises one of the ITIL V3 books in the following consistent structure: -

- Brief Description of the Stage
- Overview Diagram of the Stage
- Key Concepts of the Stage
- Practices or Processes
- Roles
- Process Purpose
- Overview Diagram
- Key Concepts (more info)

Author: John Long
ISBN: 9780387773926

  • Cost: $182.85
  • Member: $164.56
Book cover

ITSM Process Assessment Supporting ITIL

Description:

The key to any successful IT Service Management solution are strong, clear processes that are fit for purpose. The continual cycle of service improvements must therefore look at the existing processes and assess how effective they are within changing business requirements.

This innovative title not only looks at this fundamental process assessment, it does it using the key ISO/IEC standard in this area. In brief, this title explains the meeting between two standards:
- ITIL: the de facto standard in IT Service Management.
- ISO/IEC 15504 Information technology - Process assessment

Readers can therefore be confident of a strong, well-thought out and solid approach which will help identify:
- The concepts of process assessment and process maturity
- How to plan and perform a process assessment
- How to use the approach
- How to launch an improvement process starting with an assessment project

Because it focuses on 10 key processes the TIPA framework can be applied with equal success to ITILv2, ITIL v3 or to the ISO/IEC 20000. This manual will also convey valuable information for understanding the roles and differences between: process assessment, traditional conformity assessment, audit and self-assessment suite. Finally, it is illustrated with real-life case studies, which highlight what should be done and what should be avoided. The reader will thus learn process assessment based on genuine experiences.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Public Research Centre Henri Tudor: Beatrix Barafort, Valerie Betry, Stephane Cortina, Michel Picard, Marc St-Jean, Alain Renault and Omar Valdes
ISBN: 9789087535643

  • Cost: $60.02
  • Member: $54.02
 

itSMF Pocket Guide: Application Management

Description:

This pocket guide has been designed as a handy reference book providing sound best practice and practical advice in Application Management from a service management perspective. It addresses the complex subject of managing applications from the initial business requirement, through the Application Management lifecycle, up to and including retirement, placing a strong emphasis on ensuring that IT projects and strategies are tightly aligned with those of the business throughout the applications lifecycle.

Please allow up to 4 weeks for delivery of this particular title.
(more info)

Author: itSMF
ISBN: 954352106

  • Cost: $4.28
  • Member: $3.85
Book cover

itSMF Pocket Guide: Business Perspective - The IS View on Delivering Services to the Business

Description:

This pocket guide has been designed as a handy reference book to provide sound best practice and practical guidance for IS personnel on delivering IS Services to the business considering the Business Perspective approach. It provides advice and guidance to help personnel 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. A Business Perspective approach is achieved by implementing a set of management processes, principally focused on aligning the Business and IS, both for current and future services and at strategic, tactical and operational levels.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: itSMF
ISBN: 954352181

  • Cost: $4.28
  • Member: $3.85
 

itSMF Pocket Guide: ICT Infrastructure Management

Description:

This pocket guide has been designed as a handy reference book for those people involved in the design, planning, deployment and ongoing operation and technical support of Information and Communication Technology Infrastructure Management (ICTIM) components and services.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: itSMF
ISBN: 954352114

  • Cost: $4.28
  • Member: $3.85
Book cover

itSMF Pocket Guide: IT Security Management: Version 2

Description:

This pocket guide is a condensed version of the ITIL Security Management book. It covers the main processes involved in IT Security Management, primarily within the context of ITIL Service Management but also within the context of BS ISO/IEC 17799:2005 code of practice and 27001:2005 Specification for information security management systems. In addition it introduces a framework for IT Security Risk Assessment and Management based upon BSI guidelines (BS 7799-3:2006). This book is endorsed by the itSMF IPESC (International Publications ESC).

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: itSMF
ISBN: 0952470683

  • Cost: $4.28
  • Member: $3.85
Book cover

itSMF Pocket Guide: Planning and Achieving ISO/IEC 20000 Certification

Description:

This pocket guide has been designed as a reference book for all those involved in planning to achieve certification under the itSMF UK developed itSMF ISO/IEC 20000 Certification scheme or working with an organisation planning to achieve certification. The above scheme has been developed by itSMFUK to provide independent verification that an organisation has satisfied the requirements of the ISO/IEC 20000 standard. It is managed by the itSMF UK on an international basis and its operations are closely monitored to ensure consistency around the world. It can be viewed as a complementary title to the existing \'ISO/IEC 20000 - a pocket guide\'.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: itSMF
ISBN: 955124514

  • Cost: $15.64
  • Member: $14.08
Book cover

itSMF Pocket Guide: Planning to Implement Service Management (IPESC Endorsed)

Description:

This publication is an ideal starting point for anyone planning to implement Service Management. The publication is a condensed version of the ITIL Planning to Implement Service Management book. Areas covered are: What is Service Management? What is the vision? Where are we now? and Where do we want to be?

Please allow up to 4 weeks delivery of this particular title. (more info)

Author: itSMF
ISBN: 0952470691

  • Cost: $4.28
  • Member: $3.85
Book cover

Key Element Guide Continual Service Improvement

Description:

'Key Element Guide Continual Service Improvement' is a handy reference guide to the core Continual Service Improvement publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The title examines what is meant by best practice framework, how this relates to 'common practice', and about degrees of prescription and what compliance means. The main focus of this publication is to provide an overview of the principles, objectives, and key elements of Continual Service Improvement. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311224

  • Cost: $26.40
  • Member: $23.76
Book cover

Key Element Guide Service Design

Description:

'Key Element Guide Service Design' is a handy reference guide to the core Service Design publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The title examines what is meant by best practice framework, how this relates to 'common practice', and about degrees of prescription and what compliance means. The main focus of this publication is to provide an overview of the principles, objectives, key elements and practice of Service Design as well as discussing the five aspects of design, the service design process elements, and how to define service level requirements. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311200

  • Cost: $26.40
  • Member: $23.76
Book cover

Key Element Guide Service Operation

Description:

'Key Element Guide Service Operation' is a handy reference guide to the core Service Operation publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The title examines what is meant by best practice framework, how this relates to 'common practice', and about degrees of prescription and what compliance means. The main focus of this publication is to provide an overview of the principles, objectives, key elements of Service Operation as well as an overview of the Service performance balance, the Service Operation functions and Operation planning. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311187

  • Cost: $26.40
  • Member: $23.76
Book cover

Key Element Guide Service Stategy

Description:

'Key Element Guide Service Strategy' is a handy reference guide to the core Service Strategy publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The title examines what is meant by best practice framework, how this relates to 'common practice', and about degrees of prescription and what compliance means. The main focus of this publication is to provide an overview of the key elements, principles and objectives of Service Strategy and how strategy runs through the Service Lifecycle. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311194

  • Cost: $26.40
  • Member: $23.76
Book cover

Key Element Guide Service Transition

Description:

'Key Element Guide Service Transition' is a handy reference guide to the core Service Transition publication. It discusses ITIL, its evolution and the need for the Service Lifecycle approach. The title examines what is meant by best practice framework, how this relates to 'common practice', and about degrees of prescription and what compliance means. The main focus of this publication is to provide an overview of the principles, objectives, key elements of Service Transition. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311217

  • Cost: $26.40
  • Member: $23.76
Book cover

Key Element Guide Suite

Description:

Written by the original authoring team for the ITIL V3 Project, these Key Element Guides are a handy and portable set of reference guides to the core ITIL Lifecycle publications. They discuss ITIL and its evolution and the need for the Service Lifecycle approach. The titles examine what is meant by best practice framework, how this relates to 'common practice', and about degrees of prescription and what compliance means. The main focus of each the Key Element Guides is to provide an overview of the principles, objectives, key elements, roles and responsibilities, challenges, and key lessons for each of the five elements of the service lifecycle. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310883

  • Cost: $105.50
  • Member: $94.95
Book cover

Lifecycle Approach based on ITIL V3 Suite: Management Guide Set

Description:

This thorough series of titles looks at each of the ITIL V3 lifecycle stages in order to give readers a succinct but complete guide to the essence of that stage.

This Management Guide set consists of 5 books:

- Service Operation based on ITIL V3: Management Guide
- Service Transition based on ITIL V3: Management Guide
- Continual Service Improvement based on ITIL V3: Management Guide
- Service Design based on ITIL V3: Management Guide
- Service Strategy based on ITIL V3: Management Guide

The books are divided into two parts:

In the first part the lifecycle phase is discussed in detail, in a standardized structure. In addition there is general information on principles of processes, teams, roles, functions, positions, tools, and other elements of interest.

The second half specifically addresses the processes and functions of the lifecycle stage and are described in detail. Each of these processes and functions is described in terms of:

- Activities, methods and techniques
- Interfaces, inputs and outputs
- Metrics and Key Performance Indicators (KPIs)
- Implementation, with Critical Success Factors (CSFs), challenges, risks and traps

A reference list of used sources is provided, as well as the official ITIL Glossary and a list with acronyms.

*Please note that this book is purchased on a order by order basis, so please allow up to 4 weeks for delivery. Total cost includes delivery within Australia. (more info)

Author:
ISBN: 9789087531089

  • Cost: $135.10
  • Member: $121.59
Book cover

Management of Risk Pocketbook

Description:

A quick reference guide for using M_o_R effectively. Designed to work alongside Management of Risk: Guidance for Practitioners. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310661

  • Cost: $8.38
  • Member: $7.54
 

Management of Risk x 1 Network user License

Description:

Please allow up to 5 days for access once your order is placed.

If you would like a larger Network Licence, please contact the National Office on 03 9879 5466. (more info)

Author:
ISBN: 7003141

  • Cost: $80.71
  • Member: $72.64
Book cover

Management of Risk: Guidance for Practitioners

Description:

Every organisation must find the right balance between opportunities and threats in managing its risks. M_o_R takes a best practice approach, which offers a structured and effective framework for risk management. Its aim is to help organisations to achieve their objectives by first identifying the risks, and then choosing the right response to the threats and opportunities that are created by uncertainty. This publication is invaluable across all organisational activities from strategic, programme, project or operational perspectives.

Providing a route map for risk management, M_o_R brings together key principles, a recommended approach, a set of inter-related processes and pointers to more detailed sources of advice on risk management techniques and specialisms. It also shows how the guidance should be embedded, reviewed and applied differently depending on the nature of the objectives at risk.

The 2007 edition is a major refresh of the M_o_R guidance written in 2002. The framework has been strengthened in the following areas:

- Corporate governance and internal control - reflects advice from the Turnbull report and covers the new regulatory regimes in the UK, Europe and the US.
- M_o_R Principles - expanded to reflect the requirements of corporate governance and internal control and the growing interest in continual improvement and organisational maturity.
- M_o_R Framework - the 2002 edition makes reference to this in both the Principle Chapters and the Process Chapter. In this edition the guidance is greatly expanded through a brand new chapter on this topic.
- M_o_R Process - updated and expanded to reflect current thinking, changes made to the HM Treasury Orange Book, and the relationship between these and M_o_R Principles and Framework.
- Embedding and reviewing M_o_R - expands the guidance within the 2002 edition to show how M_o_R can be successfully introduced into an organisation.
- M_o_R Perspectives - with a clear focus on successful business change, considers the different aspects of risk management within an organisation from strategy, programme, project and operational perspectives.
- Appendices - six key topics now replace 11 appendices: Risk Management Techniques; Document Outlines; Health check: the use of Maturity Models; Risk Specialism; Selecting Tools to support risk management.
- Glossary - updated to reflect common language used across M_o_R PRINCE2 and MSP and aligned with BSI's emerging Risk Standard.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310388

  • Cost: $122.93
  • Member: $110.64
 

Managing & Directing Successful Projects with PRINCE2 x 1 Network User License

Description:

Please allow up to 5 days for access once your order is placed.

If you would like a larger Network Licence, please contact the National Office on 03 9879 5466. (more info)

Author:
ISBN: 7003169

  • Cost: $253.64
  • Member: $228.28
Book cover

Managing Portfolios of Change (with MSP for Prgrammes and PRINCE2 for Projects)

Description:

Integrating the MSP and PRINCE2 methods is a challenge that many organisations are facing. When the organisation also operates a portfolio-driven model of change, the challenges are even greater.

Please allow up to 4 weeks for delivery of this particular title.

This unique publication offers pragmatic advice on how to integrate MSP and PRINCE2 within a cohesive portfolio-driven framework, reinforcing the best practice principles of both methods, whilst allowing the strategic alignment and organisational ownership of good portfolio management.

Key features:
The author has integrated MSP and PRINCE2 in a demanding and highly complex portfolio-driven environment for over three years in the role of Head of Change Governance, Barclays.

This guide uses terminology consistent with the PRINCE2 Manual, MSP Manual and OGC common glossary to be published shortly and will be available online.

The guidance is supportive of current versions of PRINCE2 and MSP

(more info)

Author: Chris Venning
ISBN: 9780113310753

  • Cost: $71.79
  • Member: $64.61
Book cover

Managing Successful Programmes (MSP)

Description:

Combining rigour and flexibility, MSP helps all organisations - public sector and private, large and small - achieve successful outcomes from their programme management time and time again. With change a pressing reality for all organisations, successful programme management has never been more vital to success. Organisations must respond as new processes or services are introduced, supplier relationships alter and structures adapt to market forces or legislation.

At the same time, all organisations strive to achieve excellence by improving practices, offering better services, preparing more effectively for the future and encouraging innovation. But change always creates new challenges and risks. Inevitably there will be interdependencies to manage and conflicting priorities to resolve as the organisation adapts not just to a new situation internally but to the constantly shifting world outside.

To enable organisations to manage their programmes successfully, they need a structured framework that does two things. It must acknowledge that every programme exists in its own context and demands unique interpretation. At the same time it must be universally applicable. MSP has been developed with these two priorities in mind. Its framework allows users to consistently manage a huge variety of programmes so that they deliver quality outcomes and lasting benefits. Fusing leadership with management best practice, MSP enables organisations to coordinate their key functions, develop a clear sense of unity and purpose and achieve the strategic cohesion necessary to drive through effective change. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310401

  • Cost: $102.20
  • Member: $91.98
Book cover

Managing Successful Programmes Pocketbook

Description:

A quick reference guide for using MSP effectively. Designed to work along Managing Successful Programmes. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310654

  • Cost: $8.38
  • Member: $7.54
 

Managing Successful Programmes x 1 Network User License

Description:

Please allow up to 5 days for access once your order is placed.

If you would like a larger Network Licence, please contact the National Office on 03 9879 5466. (more info)

Author:
ISBN: 7003137

  • Cost: $80.71
  • Member: $72.64
Book cover

Managing Successful Projects with PRINCE2

Description:

This reference manual describes the PRINCE2 project management method which provides detailed guidance on how to set up, organise, manage, control and deliver your projects on time, within budget and to the right quality.

PRINCE2 is an easy to follow structured method suitable for any type of project. The processes and techniques in PRINCE2 will help your project team cope with the risks, challenges and opportunities of today's rapidly changing environment. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113309467

  • Cost: $172.68
  • Member: $155.41
 

Managing Successful Projects with PRINCE2 x 1 Network User License

Description:

Please allow up to 5 days for access once your order is placed.

If you would like a larger Network Licence, please contact the National Office on 03 9879 5466. (more info)

Author:
ISBN: 7003139

  • Cost: $149.88
  • Member: $134.89
Book cover

Managing Successful Projects with PRINCE2™

Description:

This publication provides a universally applicable project management method - the principles, processes and techniques that enable individuals and organisations to successfully deliver their projects within time, cost and quality constraints. Managing Successful Projects with PRINCE2™ forms part of a pair of publications that are the result of the PRINCE2: 2009 Project to update the PRINCE2 guidance. Its companion is Directing Successful Projects with PRINCE2™. The title has been designed to be a role specific handbook for Project Managers, Team Managers and Project Support.

The new 2009 edition:
- Explains the principles that underpin PRINCE2
- Describes the PRINCE2 processes in their entirety
- Describes 'Key Themes' of project management, specific to PRINCE2, that are required for the processes to be effective
- Cross-references techniques that may be applied
- Explains how to tailor the method
- Provides context of when and how to use PRINCE2 for different project environments (e.g. standalone or as part of a programme)
- Like the 2005 guidance, contains chapters on Starting Up a Project, Directing a Project, Initiating a Project,
- Controlling a Stage, Managing Product Delivery,
- Managing Stage Boundary, and Closing a Project.

Key features:
- Includes real world examples and illustrations in each chapter
- Contains a list of further information
- Glossary - definition of acronyms and terms used.

In addition, the guidance also looks at the wider role of the Project Manager, including:

- Soft skills of the project manager
- Leading and managing
- Stakeholder engagement and communication planning
- Organisational change management
- PRINCE2 in different types of organisation and cultures
- Training needs for project teams.

Contains extensive appendices on the following topics:
Product Descriptions

- Governance
- Role Definitions - Responsibilities and typical competencies by role
- Product Based Planning example
- Health Check
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310593

  • Cost: $197.55
  • Member: $177.79
Book cover

Metrics for IT Service Management

Description:

This book considers the design and implementation of metrics in service organisations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO 20000 (BS15000) as a basis. It is a general guide to the use of metrics as a mechanism to control and steer IT service organisations.

A major reason for covering this topic is that many organisations have found it very difficult to use metrics properly. This book will deal with the causes of the difficulties to implementing metrics and will present workable solutions.

It provides a general guide to the design, implementation and use of metrics as a mechanism to control and steer IT service organisations. It also provides specific recommendations for applying metrics across the ITIL, ISO 20000 (BS15000) and other processes, discussing the rationale of the recommendations. This enables an organisation to implement the metrics as described directly as a first-pass solution that can be benchmarked against other organisations. But they can also be used as a starting point for customising particular metrics.

Badly designed metrics can be actively harmful to an organisation's proper functioning. Producing a set of metrics that avoids the pitfalls and delivers genuine value is not easy. This book will make that task much simpler and less error prone. (more info)

Author: Peter Brooks
ISBN: 9789077212691

  • Cost: $79.55
  • Member: $71.59
Book cover

Microsoft Operations Framework (MOF): A Pocket Guide - IT Service Operations Management

Description:

This pocket guide is intended as a practical reference guide for IT professionals studying or implementing the Microsoft Operations Framework (MOF).

It introduces the core components of MOF process model, MOF team model and MOF risk model. It is based on the best practice guidance of the IT Infrastructure Library (ITIL). (more info)

Author:
ISBN: 9789077212103

  • Cost: $34.80
  • Member: $31.32
Book cover

MINCE: A Framework for Organizational Maturity

Description:

Assessment of Organizational Maturity is becoming a very popular technique. This book explains how most organizations need to achieve and maintain the competitive ability to meet and take advantage of change. Skills, technical ability, processes all must be in place to achieve competitive advantage.
Many companies aspire to ‘maturity’ in these areas; others use well documented and successful frameworks and approaches in specific areas of the organization.
However it is clear that ‘maturity’ and all the benefits it delivers cannot be limited to just one department in an organization or just one discipline.
MINCE®, a framework for achieving organizational maturity, takes the approach that maturity is in effect the sum total of a corporation expressed in terms of the people within it and how they deliver – regardless of whether the requirement is HR, technical, Customer Service or Governance.
MINCE therefore describes an overall approach to maturity; the advantage is that organizations can finally identify and assess their ability to deliver change in terms of their overall ability – in other words how their customers see it.
MINCE identifies six ‘pillars’ of maturity:
1. People
2. Methods and techniques
3. Customer
4. Realization
5. Knowledge
6. Supporting Services
These pillars can be assessed across departments and across organizations using the following criteria:
A. Leadership
B. Staff
C. Policy
D. Means
E. Instructions
Depending on the nature of the business organizations one can decide how important these pillars are
and how much to invest in order to improve the maturity scores.
As soon as the organization starts using the MINCE measurement toolset, management will gain
insights in:
· maturity of the organization;
· skills of the staff;
· abilities of the organization’s customer chain;
· effectiveness of the organization’s projects;
· the way the organization benefits from past lessons learned, and
· ability to adapt to change.
Organizations are not simple; if they were, assessment and implementation of change wouldn’t be as difficult as they so clearly are for many. MINCE takes the complex mix of people skills, process approach and technical ability and describes a common-sense and easy to understand approach that is relevant for all. Its well thought-out approach provide a much needed solution to many organizations seeking to make the leap from a simple silo delivery to real organizational achievement.
(more info)

Author: Remco Meisner
ISBN: 9789087530471

  • Cost: $107.41
  • Member: $96.67
Book cover

MOF (Microsoft Operations Framework): A Pocket Guide V4.0

Description:

Microsoft® Operations Framework (MOF) 4.0 was delivered in 2008 and delivers practical guidance for everyday IT practices and activities, helping users establish and implement reliable, cost-effective IT services. It encompasses the entire IT lifecycle by integrating:
· Community-generated processes for planning, delivering, operating, and managing IT
· Governance, risk, and compliance activities
· Management reviews
· Microsoft Solutions Framework (MSF) best practices
The goal of MOF is to provide guidance to IT organizations to help them create, operate, and support IT services while ensuring that the investment in IT delivers expected business value at an acceptable level of risk.
MOF’s purpose is to create an environment where business and IT can work together toward operational maturity, using a proactive model that defines processes and standard procedures to gain efficiency and effectiveness. MOF promotes a logical approach to decision-making and communication and to the planning, deployment, and support of IT services.
(more info)

Author: Clare Henry, David Pultorak, Paul Leenards
ISBN: 9789087532864

  • Cost: $49.50
  • Member: $44.55
 

Not the IT Infrastructure Library

Description:

A humorous book that highlights best practice (ITIL service management processes) by looking at blatant 'worst case' practices.

This book examines some of the main areas where problems can arise in the implementation of IT, which can hinder the ability of the company to take full advantage of the business opportunities offered by developments in information and communication technology. (more info)

Author: IT Service Management Forum (itSMF)
ISBN: 9780952470670

  • Cost: $35.90
  • Member: $32.31
Book cover

Operational Support & Analysis ITIL V3 Intermediate Capability Handbook

Description:

This guide, 'Operational Support and Analysis ITIL V3 Intermediate Capability Handbook', provides a quick reference to the processes covered by the ITIL V3 Operational Support and Analysis syllabus. It is designed as a revision aid for students taking the ITIL Capability qualification for Operational Support and Analysis, and as a handy portable reference source for practitioners who work with these processes.

Key features:

- Authored and quality assured by itSMF UK

- Endorsed by the APM Group
- Follows the ITIL Intermediate Capability Operational
- Support and Analysis Syllabus.

Covers the following processes and functions and how they contribute to the Lifecycle:

- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management
- Service Desk
- Technical Management
- IT Operations Management
- Applications Management.
(more info)

Author: Alison Cartlidge, Janaki Chakravarthy, Colin Rudd & John A Sowerby
ISBN: 9780113312085

  • Cost: $23.82
  • Member: $21.44
 

P30 Portfolio, Programme & Project Office x 1 Netwotk User License

Description:

Please allow up to 5 days for access once your order is placed.

If you would like a larger Network Licence, please contact the National Office on 03 9879 5466. (more info)

Author:
ISBN: 7003165

  • Cost: $80371.00
  • Member: $72333.90
 

PAS 55-1:2003 Asset Management Part 1 - Specification for the optimised management of physical infrastructure assets

Description:

This Publicly Avalible Specification has been developed in response to demand from industry for a standard for carrying out asset management. It is applicable to any organisation where physical assets are a key or critical factor in achieving its business objectives and in achieving effective service delivery.

This Publicly Avalible Specification is published in two parts:

- Part 1: Specification for the optimized management of physical infrastructure assets;
- Part 2: Guidelines for the application of PAS 55-1. (more info)

Author:
ISBN: 9780580427657

  • Cost: $165.75
  • Member: $149.18
Book cover

PAS 55-2:2003 Asset Management Part 2 - Guidelines for the application of PAS 55-1

Description:

This part of PAS 55 contains guidelines for the applicationof PAS 55-1.

This Publicly Avalible Specification is published in two parts:

- Part 1: Specification for the optimized management of physical infrastructure assets;
- Part 2: Guidelines for the application of PAS 55-1. (more info)

Author:
ISBN: 9780580427664

  • Cost: $204.45
  • Member: $184.00
Book cover

Passing the PRINCE2 Examinations

Description:

This publication, 'Passing the PRINCE2 Examinations', has been updated to take into account the change to the format of the Practitioner Exam, which is now multiple choice instead of an essay format.

PRINCE2 is a structured method for effective project management. This publication is essential for those intending to take the PRINCE2 Foundation and Practitioner examinations.

It also provides advice and guidance for those taking The APM Group Re-Registration examination.

Key feature:

- Contains examples of multiple choice questions and specimen answers to typical project management situations. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310845

  • Cost: $49.70
  • Member: $44.73
Book cover

Passing the PRINCE2 Examinations Book

Description:

This publication has been updated to take into account the changes to the Practitioner Exam, which has a new syllabus and a new marking scheme. The format of the exam has also changed so that is now multiple choice instead of an essay format.

The publication contains new sample papers, which contain actual exam questions taken from a bank of questions provided by the Official Accreditor, APMG, so the exam questions in the book may appear on the day of your exam. The sample papers are also presented in the same way as they appear in the exam.

PRINCE2 is a structured method for effective project management. This publication is essential for those intending to take the PRINCE2 Foundation and Practitioner examinations.

It also provides advice and guidance for those taking The APM Group Re-Registration examination.

Key Features:

- Contains examples of multiple choice questions and specimen answers to typical project management situations.

Please allow up to four weeks for delivery. If your order is urgent, please contact the office on (03) 9879 5466. (more info) (more info) (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311309

  • Cost: $57.05
  • Member: $51.34
Book cover

Passing the PRINCE2™ Examinations

Description:

Essential reading for those intending to take the new Foundation and Practitioner courses for PRINCE2™ 2009, 'Passing the PRINCE2™ Examinations 2009 Edition' has been revised to include the updated syllabus. It is also suitable for students undertaking self-study and/or online training for the exams.

This publication contains sample papers which feature actual exam questions taken from a bank of questions provided by the Official Accreditor, APMG, so the exam questions in the book may appear on the day of your exam. The sample papers are also presented in the same way as they appear in the exam.

Key features:

- Syllabus and learning outcomes

- 2009 Examinations design and editorial standards

- Foundation level sample paper and candidate guidance

- Practitioner level sample paper and candidate guidance.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311903

  • Cost: $47.09
  • Member: $42.38
Book cover

Passing your ITIL Foundation Exam

Description:

International Top 20 Best Seller!

'Passing Your ITIL Foundation Exam - The ITIL Foundation Study Aid', is endorsed by APM Group, the official ITIL Accreditor. Suitable for those taking the foundation exam, it provides an overview of the purpose, objectives, and format of the examination. This publication offers a top level introduction to understanding the Service Lifecycle and each of the five components of the Lifecycle to help candidates pass the foundation exam.

Key features:

- Uses terminology consistent with the ITIL Service Management Practices and the ITIL Glossary, acronyms and definitions.
- Presents the exam syllabus and ITIL content from a learning perspective.
- The structure of the publication complements the structure of the exam syllabus.
- Contains a Mock Exam with an Answer Key with rational to help the candidate pass the ITIL Foundation Exam.
- A suitable study tool for the Version 2 to Version 3 bridging exam.
- Filled with practical advice for candidates. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310791

  • Cost: $51.05
  • Member: $45.95
Book cover

Passing your ITIL Foundation Exam 2nd Edition

Description:

This publication, 'Passing your ITIL® Foundation Exam - 2nd Edition' is endorsed by APM Group, the official ITIL Accreditor, and is suitable for those taking the foundation exam. It has been updated in line with the new 2009 syllabus.

This publication provides an overview of the purpose, objectives and format of the examination. It offers a top level introduction to understanding the Service Lifecycle and each of the five components of the Lifecycle to help candidates pass the foundation exam and the Version 2 to Version 3 Bridging Exam.

Key features:
Contains a case study to help reinforce learning and aid comprehension by placing the theory into an easy to understand scenario.

The Study Aid uses terminology consistent with the ITIL Service Management Practices and the ITIL Glossary, acronyms and definitions.

Contains questions at the end of each chapter to reinforce learning.

The structure of the book complements the structure of the exam syllabus.

Contains a Mock Exam with an Answer Key with rationale to help the candidate to pass the ITIL Foundation Exam.

A suitable study tool for the ITIL Version 2 to ITIL Version 3 bridging exam.
(more info)

Author: OGC
ISBN: 9780113312061

  • Cost: $60.75
  • Member: $54.67
 

Passing Your ITIL V3 Intermediate Exams

Description:

This ITIL V3 publication, 'Passing Your ITIL Intermediate Exams - Study Aid from the Official Publisher of ITIL', endorsed by the official ITIL Accreditor, is suitable for candidates taking both the ITIL Service Lifecycle Exams and the Capability Exams. The publication provides details on the ITIL V3 qualification scheme from foundation through to the advanced Master Qualification. It offers details about the exams, the preparation and how to achieve the target competencies.

Written by one of the original ITIL V3 authoring team, This publication looks at principles, processes, common activities and Implementation and Improvement, it looks at all nine streams and what is required within each stream to help candidates pass their exams.

Key features:

- Enables you to recap on foundation level learning to ensure your basic level of knowledge is up to scratch before launching into the intermediate level.

- The Study Aid uses terminology consistent with the ITIL Service Management Practices and the ITIL Glossary, acronyms and definitions.

- The structure of the book complements the structure of the exam syllabus

- The book contains sample questions and answers for each of the nine modules.

- Exercises on a case study and exercises asking you to relate your learning back to your organisation.

- Part of the Study Aid series from TSO the official publisher of ITIL.

Please allow up to 4 weeks for delivery of this particular title.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310999

  • Cost: $88.39
  • Member: $79.55
Book cover

PDF - Building an ITIL-based Service Management Department

Description:

ITIL concentrates on describing IT Service Management processes, functions and roles but does not describe how to build a Department to run and manage those processes, leaving the question "How can I structure my organisation to most effectively support ITIL Service Management?". This publication, 'Building an ITIL-based Service Management Department', explains in a structured and logical manner how to build an ITIL-based Service Management Department that will both support and supplement those processes.

Key features:

- Uses terminology consistent with the ITIL Service Management Practices and the ITIL glossary, acronyms and definitions.

- Embraces and encompasses both ITIL Version 2 and ITIL Version 3.

Please allow up to 24 hours for your PDF to arrive once ordered. (more info)

Author: Malcom Fry
ISBN: 9780113312054

  • Cost: $52.11
  • Member: $46.90
Book cover

PDF - Continual Service Improvement (CSI)


Book Link: Please click here to download PDF Fact Sheet

Description:

Description:
ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM.

Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Business and technology drivers for improvement
- Justification
- Business, financial and organisational improvements
- Methods, practices and tools
- Measurement and control
- Companion best practices

The international itSMF organisation, through its International Publications Executive Sub-Committee (IPESC), comprised of members from all itSMF chapters around the world, has given formal itSMF International endoresment to this book.

As of 30 March 2009, products purchased in PDF (Portable Document Format) from itSMF Australia are only readable with Adobe Digital Editions: our PDFs are no longer compatible with any version of Adobe Reader.
If you do not have Adobe Digital Editions on your computer then you must install it before you attempt to download a PDF purchased from TSO. Adobe Digital Editions is now the default software for DRM protected PDFs.
Please note that one PDF equals one user.

Once you place your order there will be a short wait before receiving your PDF.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310562

  • Cost: $147.67
  • Member: $132.90
Book cover

PDF - Implementing IT Governance A Pocket Guide

Description:

The issues, opportunities and challenges of aligning information technology more closely with an organization and effectively governing an organization’s Information Technology (IT) investments, resources, major initiatives and superior uninterrupted service is becoming a major concern of the Board and executive management in enterprises on a global basis. An integrated and comprehensive approach to the alignment, planning, execution and governance of IT and its resources has become critical to more effectively align, integrate, invest, measure, deploy, service and sustain the strategic and tactical direction and value proposition of IT in support of organizations.

Much has been written and documented about the individual components of IT Governance such as strategic planning, demand (portfolio investment) management, program and project management, IT service management and delivery, strategic sourcing and outsourcing, performance management and metrics, like the balanced scorecard, compliance and others. Much less has been written about a comprehensive and integrated IT/Business Alignment, Planning, Execution and Governance approach. This new title fills that need in the marketplace and gives readers a structured and practical solutions using the best of the best principles available today.

The Pocket Book is a summary of the Main title and covers the three critical pillars necessary to develop, execute and sustain a robust and effective IT governance environment - leadership and proactive people and change agents, flexible and scalable processes and enabling technology. The chapters also covers one or more of the following action oriented topics: demand management and alignment (the why and what of IT – strategic planning, portfolio investment management, decision authority, etc.); execution management (includes the how - Program/Project Management, IT Service Management with IT Infrastructure Library (ITIL) and Strategic Sourcing and outsourcing); performance, risk and contingency management (e.g. includes COBIT, the balanced scorecard and other metrics and controls); and leadership, teams and people skills.

Please note there will be a wait of up to 24 hours befroe receiveing your PDF.
(more info)

Author: n/a
ISBN: 9789087532178

  • Cost: $31.80
  • Member: $28.62
Book cover

PDF - ITIL Lifecycle Publication Suite


Book Link: Please click here to download PDF Fact sheet

Description:

International Top 20 Best Seller!

Description:
The new core ITIL titles have been commissioned and structured to be read as a five title series, each building on the work of the other. As the five core titles reflect the lifecycle of services, their appeal encompasses the entire spectrum of people involved at any stage of the framework. So, without being the prime audience, everyone involved will benefit from access to the entire library.

Publications in the suite:

- Service Strategy (SS)
- Service Design (SD)
- Service Transition (ST)
- Service Operation (SO)
- Continual Service Improvement (CSI)

As of 30 March 2009, products purchased in PDF (Portable Document Format) from itSMF Australia are only readable with Adobe Digital Editions: our PDFs are no longer compatible with any version of Adobe Reader.
If you do not have Adobe Digital Editions on your computer then you must install it before you attempt to download a PDF purchased from TSO. Adobe Digital Editions is now the default software for DRM protected PDFs.
Please note that one PDF equals one user.

Once you place your order there will be a short wait before receiving your PDF.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310517

  • Cost: $519.45
  • Member: $467.50
Book cover

PDF - Passing your ITIL Intermediate Exams

Description:

This ITIL V3 publication, 'Passing Your ITIL Intermediate Exams - Study Aid from the Official Publisher of ITIL', endorsed by the official ITIL Accreditor, is suitable for candidates taking both the ITIL Service Lifecycle Exams and the Capability Exams. The publication provides details on the ITIL V3 qualification scheme from foundation through to the advanced Master Qualification. It offers details about the exams, the preparation and how to achieve the target competencies.

Written by one of the original ITIL V3 authoring team, This publication looks at principles, processes, common activities and Implementation and Improvement, it looks at all nine streams and what is required within each stream to help candidates pass their exams.

Key features:

- Enables you to recap on foundation level learning to ensure your basic level of knowledge is up to scratch before launching into the intermediate level.

- The Study Aid uses terminology consistent with the ITIL Service Management Practices and the ITIL Glossary, acronyms and definitions.

- The structure of the book complements the structure of the exam syllabus

- The book contains sample questions and answers for each of the nine modules.

- Exercises on a case study and exercises asking you to relate your learning back to your organisation.

- Part of the Study Aid series from TSO the official publisher of ITIL.

Please note, there will be a wait of up to 24 hours before your PDF arrives. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113312436

  • Cost: $52.11
  • Member: $46.90
Book cover

PDF - Service Design

Description:

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM.

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.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. 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

A PDF allows for easy access while you're on the move:

- Single user
- Non-networkable
- Basic downloadable PDF: searchable with a bookmarking function.

Please allow up to 24 hours before your PDF arrives (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310548

  • Cost: $147.67
  • Member: $132.90
Book cover

PDF - Service Operation


Book Link: Please click here to download PDF Fact Sheet

Description:

International Top 20 Best Seller!

Description:
ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Service Operation 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.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

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

As of 30 March 2009, products purchased in PDF (Portable Document Format) from itSMF Australia are only readable with Adobe Digital Editions: our PDFs are no longer compatible with any version of Adobe Reader.
If you do not have Adobe Digital Editions on your computer then you must install it before you attempt to download a PDF purchased from TSO. Adobe Digital Editions is now the default software for DRM protected PDFs.
Please note that one PDF equals one user.

Once you place your order there will be a short wait before receiving your PDF.
(more info)

Author: Office of Goverment Commerce (OGC)
ISBN: 9780113310531

  • Cost: $147.67
  • Member: $132.90
 

PDF - Service Strategy


Book Link: Please click here to download PDF fact Sheet

Description:

Description:
A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Service Management strategy and value planning.
- Linking IT service strategy to business needs.
- Planning and implementing service strategy.

As of 30 March 2009, products purchased in PDF (Portable Document Format) from itSMF Australia are only readable with Adobe Digital Editions: our PDFs are no longer compatible with any version of Adobe Reader.
If you do not have Adobe Digital Editions on your computer then you must install it before you attempt to download a PDF purchased from TSO. Adobe Digital Editions is now the default software for DRM protected PDFs.
Please note that one PDF equals one user.

Once you place your order there will be a short wait before receiving your PDF.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310524

  • Cost: $147.67
  • Member: $132.90
Book cover

PDF - Service Transition (ST)


Book Link: Please click here to download PDF Fact Sheet

Description:

Description:
ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Service Transition provides guidance and process activities for the transition of services in the operational business environment. It covers the broader, long-term change management role, release and deployment practices, so that risks, benefits, delivery mechanisms and the support of ongoing operational services are considered.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Managing organisational and cultural change
- Knowledge management
- Service knowledge management system
- Methods, practices and tools
- Measurement and control
- Companion best practices

As of 30 March 2009, products purchased in PDF (Portable Document Format) from itSMF Australia are only readable with Adobe Digital Editions: our PDFs are no longer compatible with any version of Adobe Reader.
If you do not have Adobe Digital Editions on your computer then you must install it before you attempt to download a PDF purchased from TSO. Adobe Digital Editions is now the default software for DRM protected PDFs.
Please note that one PDF equals one user.

Once you place your order there will be a short wait before receiving your PDF.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310555

  • Cost: $147.67
  • Member: $132.90
 

PDF - The Official Introduction to the ITIL Service Lifecycle


Book Link: Please click here to download PDF Fact sheet

Description:

Description:
This publication 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. 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.

Key features:

- The main body introduces the five main titles with an introduction and clearly laid out summary of objectives, practice, key elements, roles and responsibilities and service performance.
- Gives an overview of the guidance specific to each stage of the lifecycle.
- Each chapter concludes with key messages and lessons, showing how the Introduction relates to the full library with its deeper levels of practice expertise and structured application.

As of 30 March 2009, products purchased in PDF (Portable Document Format) from itSMF Australia are only readable with Adobe Digital Editions: our PDFs are no longer compatible with any version of Adobe Reader.
If you do not have Adobe Digital Editions on your computer then you must install it before you attempt to download a PDF purchased from TSO. Adobe Digital Editions is now the default software for DRM protected PDFs.
Please note that one PDF equals one user.

Once you place your order there will be a short wait before receiving your PDF.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310623

  • Cost: $52.11
  • Member: $46.90
Book cover

Planning to Implement Service Management

Description:

'Planning to Implement Service Management' answers the question "Where do I start with ITIL?" It explains the steps necessary to identify how organisations might expect to benefit from ITIL and how to set about reaping those benefits. It will help organisations in identifying their strengths and weaknesses, enabling them to develop the former and overcome the latter.

This publication provides guidance on alignment of the business needs to IT. It enables the reader to assess if IT service provision is meeting the requirements of the business. Where the business requirements are not being met it details the steps necessary to ensure the IT service provision does meet the current and future needs of the business.

The aim therefore is to give practical guidance in evaluating the current maturity levels of Service Management and on implementing improvement to the processes. This book is one of a series issued as part of ITIL that documents industry best practice for the support and delivery of IT services. Although this publication can be read in isolation, it is recommended that it be used in conjunction with the other ITIL titles. Service Management is a generic concept and the guidance in the ITIL titles is applicable generically. The guidance is also scaleable - applicable to both small and large organisations. It applies to distributed and centralised systems, whether in-house or supplied by third parties. It is neither bureaucratic nor unwieldy if implemented sensibly and in full recognition of the business needs of the organisation. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113308774

  • Cost: $166.70
  • Member: $150.03
Book cover

Planning To Implement Service Management CD-ROM

Description:

'Planning to Implement Service Management' answers the question "Where do I start with ITIL?" It explains the steps necessary to identify how organisations might expect to benefit from ITIL and how to set about reaping those benefits. It will help organisations in identifying their strengths and weaknesses, enabling them to develop the former and overcome the latter.

This publication provides guidance on alignment of the business needs to IT. It enables the reader to assess if IT service provision is meeting the requirements of the business. Where the business requirements are not being met it details the steps necessary to ensure the IT service provision does meet the current and future needs of the business.

The aim therefore is to give practical guidance in evaluating the current maturity levels of Service Management and on implementing improvement to the processes. This book is one of a series issued as part of ITIL that documents industry best practice for the support and delivery of IT services. Although this publication can be read in isolation, it is recommended that it be used in conjunction with the other ITIL titles. Service Management is a generic concept and the guidance in the ITIL titles is applicable generically. The guidance is also scaleable - applicable to both small and large organisations. It applies to distributed and centralised systems, whether in-house or supplied by third parties. It is neither bureaucratic nor unwieldy if implemented sensibly and in full recognition of the business needs of the organisation.

Through purchasing a network licence, the full text can be downloaded onto your intranet, giving you access and search capacity throughout your organisation. The CD-ROM products are compatible with numerous platforms allowing access to as many users as required across businesses and site. For further details on network licences email info@itsmf.org.au (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113309054

  • Cost: $301.20
  • Member: $271.08
Book cover

PMBOK Guide - A Pocket Edition

Description:

- This Pocket Guide supplies a summary of the PMBOK Guide, to provide a quick introduction as well as a structured overview of this method for project management
- Main target Group for this pocket guide is anyone who wants to get to know the method PMBOK or a methodical approach for project management. The book is also very useful for members of a project management team on a project using the PMBOK method.
- This pocket guide is based on the PMBOK Guide Fourth Edition.
- This pocket deals with the key issues and themes within project management and PMBOK:
- What are the key project management processes?
- The essentials of the Project Lifecycle and Organization
- A short overview of the activities of PMI Inc., The organization and its standards: PMBOK, Standard for - Project Portfolio Management, Standard for Program Management, OPM3

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Paul Snijders, Thomas Wuttke, Anton Zandhuis
ISBN: 9789087535186

  • Cost: $23.96
  • Member: $21.56
Book cover

Portfolio, Programme and Project Offices Pocketbook

Description:

A quick reference guide for using P3O effectively, designed to be used alongside the core P3O guidance. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311279

  • Cost: $8.38
  • Member: $7.54
Book cover

Portfolio, Programme and Project Offices: P3O

Description:

This new core guidance from OGC describes why, when and how to use portfolio, programme and project Offices (P3O) models. It describes what a P3O is, defining the two key types of P3O, and goes on to answer the question posed by Senior Management: "Why have P3Os and what value-add do they bring to the organisation?" It also includes business cases, funding models for set-up and ongoing costs and performance measures.

The publication looks at the lifecycle of a P3O and describes the use of a project based approach to scoping and setting up a suitable P3O model within an organisation. It also includes checklists for start-up, continuous improvement, and reviving and closing down temporary offices and looks at the functions and services carried out within a P3O, and the techniques and tools used to facilitate this.

Key features:

- Facilitates Senior Management awareness of the status of its agenda for business change
- Consistent with OGC's Common Glossary
- Includes real world examples and case studies
- Outlines roles and responsibilities for functions within a P3O
- Contains example business cases for permanent and temporary forms of P3O
- Includes sizing and tailoring guidelines
- Glossary - definitions of acronyms and terms
- Contains a list of online resources for good practice including templates and examples.

Please allow up to 4 weeks for delivery of this particular item.
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113311248

  • Cost: $134.44
  • Member: $121.00
Book cover

Practical PRINCE2

Description:

PRINCE2 (Projects in Controlled Environments) was launched in 1996 to provide structured project management guidance for all types of projects, and is widely recognised by the UK government as well as throughout the private sector both in the UK and internationally. The revised edition of this book provides a concise and practical guide to the PRINCE2 method, in order to manage effectively a project from inception, through planning and control, to its final completion. It considers how quality requirements of the project are defined, monitored and controlled, and includes a range of sample forms and extra checklists. (more info)

Author: Colin Bentley
ISBN: 9780117035447

  • Cost: $80.10
  • Member: $72.09
Book cover

PRINCE2 for the Project Executive - Practical Advice for Achieving Project Governance

Description:

'PRINCE2 for the Project Executive: Practical Advice for Achieving Project Governance' focuses on the important role and responsibilities of the project executive in PRINCE2. It provides answers to the practical questions project Executives are faced with.

Intended for Executives and programme managers responsible for directing a variety of project types, including research, product development, organisational change, and introduction of new work processes, town and country planning, housing improvements, company relocations, and development and implementation of ICT solutions.

This title also allows project managers to look at their role through the eyes of a project Executive.

Key features:
A crash course in Project Governance for the Executive

Project executives can read how to obtain more control over a project with less effort

The book provides answers to the practical questions project executives are faced with

Real world comments from experienced project executives in industry

Please allow up to four weeks for delivery of this particular title. (more info)

Author: Michiel van der Molen
ISBN: 0113309678

  • Cost: $53.51
  • Member: $48.16
Book cover

PRINCE2 in Practice: A Management Guide

Description:

- This book is meant for everyone who has anything to do with project management. It is intended for:
· the line manager who wants to bring about change and base a temporary organization on it;
· the head of the Project Management Office who is looking for handles to create professional tools and templates;
· the project manager who has adopted the PRINCE2® theory and now wants to apply this theory in practice.
- But the book is also meant for experienced project managers who wish to improve their relationship with their executive, and project managers who want to manage instead of getting bogged down in the filling in of endless documents and templates. This book is to be used particularly as a reference book.
- Based on PRINCE2 Edition 2009.

There are many publications on PRINCE2. Most of these publications describe the theory of PRINCE2. This book however deals with a practical approach for formal reports: how can be achieved that PRINCE2 works better in practice? The existing PRINCE2 report templates cannot be used easily.

Of course the process approach in PRINCE2 remains viable, but in this book the PRINCE2 documents are the key. The reader gets a practical help for implementing PRINCE2. This helps project managers and project executives to manage and control in an efficient manner.
(more info)

Author: Henny Portman
ISBN: 9789087533281

  • Cost: $83.28
  • Member: $74.95
Book cover

PRINCE2 Pocketbook

Description:

A quick reference guide for using PRINCE2, to be used in conjunction with Managing Successful Projects with PRINCE2. (more info)

Author:
ISBN: 9780113309856

  • Cost: $20.35
  • Member: $18.32
Book cover

PRINCE2: A No Nonsense Management Guide

Description:

This new title by a PRINCE2 accredited trainer, Charles Fox, is designed to give those attending courses light pre-reading material so that the are familiar with concepts before the course. It also is useful for those not attending the course but needing a good overview to this popular method. Written in a straightforward way and accompanied by cartoons the text makes the method easily accessible to a wide range of those not only working directly with PRINCE2 but also with colleagues interfacing with projects run on these guidelines. (more info)

Author: Charles Fox
ISBN: 9789077212929

  • Cost: $65.31
  • Member: $58.78
Book cover

PRINCE2™ Edition 2009 – A Pocket Guide

Description:

- This Pocket Guide supplies a summary of the PRINCE2 method, to provide a quick introduction as well as a structured overview of the method.
- Main target Group for this pocket guide is anyone who wants to get to know the method PRINCE2 or a methodical approach for project management. The book is also very useful for members of a project management team on a project using the PRINCE2 method. Furthermore this pocket guide can be used as literature for the preparation of the PRINCE2 2009 Edition Foundation exam.
- This pocket guide is based on PRINCE2 2009 Edition.
- This pocket book deals with processes, themes and principles within project management and PRINCE2.
- Tailoring PRINCE2 explains how to fit the PRINCE2 method onto the specific project circumstances.
Please allow up to 4 weeks for delivery of this particular title.
(more info)

Author: Bert Hedeman, Ron Seegers
ISBN: 9789087535445

  • Cost: $34.41
  • Member: $30.97
Book cover

PRINCE2™ Edition 2009 – A Pocket Guide

Description:

- This Pocket Guide supplies a summary of the PRINCE2 method, to provide a quick introduction as well as a structured overview of the method
- Main target Group for this pocket guide is anyone who wants to get to know the method PRINCE2 or a methodical approach for project management. The book is also very useful for members of a project management team on a project using the PRINCE2 method. Furthermore this pocket guide can be used as literature for the preparation of the PRINCE2 2009 Edition Foundation exam
- This pocket guide is based on PRINCE2 2009 Edition
- This pocket book deals with processes, themes and principles within project management and PRINCE2
- Tailoring PRINCE2 explains how to fit the PRINCE2 method onto the specific project circumstances

PLease allow up to 4 weeks for delivery of this particular title. (more info)

Author: Bert Hedeman, Ron Seegers
ISBN: 9789087535445

  • Cost: $34.41
  • Member: $30.97
Book cover

PRINCE2TM 2009 Edition - Quick Reference Cards

Description:

- Summary of 2009 PRINCE 2 approach
- Sturdy, easy to carry booklet with Quick Reference
- Cards based on PRINCE2 2009 Edition
- Gives you the possibility to get, in one glance, familiar with the specifics of PRINCE2 edition 2009: the Themes, the Principles and its Process Model
- Contains the complete PRINCE2 Edition 2009 Process schemes (complete scheme and a tailoring example), PRINCE2 Edition 2009 Management Product Model, Tailoring PRINCE2 to the project environment and more
- Clever fold out with tabs for each subject;
- Printed on water proof material: it withstands coffee stains, etc.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Henny Portman
ISBN: 9789087535650

  • Cost: $54.95
  • Member: $49.45
Book cover

Process Management based on SqEME

Description:

SqEME® is an open standard for developing a processed centred architecture of an enterprise. It may be reproduced freely by any organization wishing to use it to develop a governance structure on the quality of their business processes.

SqEME® Process Management is a method that enables discussing the design of the organization in a subtle but unambiguous way. Processes have to hold a prominent place in observing organizations: how are the different parts of the organization tuned to each other and how does the messaging in between take place?

SqEME® as a methodology views processes from four different perspectives. SqEME® calls this ‘windows’, by means of which one seeks for the Constitution, Chemistry, Correspondence and Construction of the enterprise.

SqEME® is the result of experience with the management of business processes in various organizations over more than twenty years. SqEME® has been applied successfully in industry (chemistry, automotive, construction, paper), in the business sector (IT service, healthcare), in the non profit sector and in public companies such as the Prosecution Counsel, County Councils and local authorities.

This book is especially meant for all professionals involved in the change process towards process-driven organizations. It is written in a way that all wanting to familiarize with process centred thinking will find an innovative, yet practice-proven approach in it.
(more info)

Author: Jos.N.A van Oosten
ISBN: 9789087531362

  • Cost: $83.28
  • Member: $74.95
Book cover

Programme Management Based on MSP

Description:

Business challenges are forcing organisations to change at an ever increasing rate. These pressures mean that it is no longer enough to design and implement change; real progress in the short term has to be clear and demonstrable. However, more than 50% of change initiatives do not have the intended organisational impact; complex interdependencies and "knock-on" effects mean even simple proposals can lead to an unexpected outcome. Many organisations now achieve organisational progress through a programme approach that firstly identifies the different tasks required to achieve progress and then manages their delivery.

The advantages of using the programme management method described in this book include:

It provides a framework for clear decision-making and executing mandates when making choices and setting priorities;
It encourages a clear definition of tasks, responsibilities and competencies;
It offers a basis to manage complex, strategic changes;
It encourages a focus on managing and realising benefits;
It allows for the real-life scenario of dealing with ongoing changes.
MSP, the method used in this book, is Best Practice based on the experiences of industry experts. Its relevance means that interest in MSP is evolving fast with increasing numbers of specialists gaining certification in this area.

This book offers a good overview of the MSP method. It emphasises the real-life approach of change implementation within the scope of a programme. In addition, this book is a study guide for all those preparing for the MSP Foundation exam and includes a special Exam chapter.
(more info)

Author: Bert Hedeman, Gabor Vis van Heemst
ISBN: 9789077212066

  • Cost: $107.41
  • Member: $96.67
Book cover

Programme Management based on MSP, A Management Guide

Description:

A quick, yet thorough, reference to programme management in a handy sized format. Uses principles, processes and key terms which are consistent with OGC advice and guidance on programme management, to supply a best practice approach.

Programme management is the co-ordination, organisation, direction and implementation of a portfolio of related projects to achieve a defined outcome and realise specified benefits. It delivers change in manageable phases with formal review points for checking progress against plans. Programme management is particularly suitable for delivery of change (which might be new ways of working, organisational restructure, implementing a new policy initiative). It enables the organisation to focus on outcomes – ‘where we want to be’- while allowing flexibility in the route to those outcomes.

This new title explains how programme management can enhance an organisation, with benefits to the management process, and enable successful business change. Covering Business Case management, Quality management, and an overview of processes and products. (more info)

Author: Jane Chittenden
ISBN: 9789077212677

  • Cost: $65.31
  • Member: $58.78
Book cover

Programme Management based on MSP: An Introduction

Description:

Business challenges are forcing organisations to change at an ever increasing rate. These pressures mean that it is no longer enough to design and implement change; real progress in the short term has to be clear and demonstrable. However, more than 50% of change initiatives do not have the intended organisational impact; complex interdependencies and "knock-on" effects mean even simple proposals can lead to an unexpected outcome. Many organisations now achieve organisational progress through a programme approach that firstly identifies the different tasks required to achieve progress and then manages their delivery.

The advantages of using the programme management method described in this book include:

It provides a framework for clear decision-making and executing mandates when making choices and setting priorities;
It encourages a clear definition of tasks, responsibilities and competencies;
It offers a basis to manage complex, strategic changes;
It encourages a focus on managing and realising benefits;
It allows for the real-life scenario of dealing with ongoing changes.
MSP, the method used in this book, is Best Practice based on the experiences of industry experts. Its relevance means that interest in MSP is evolving fast with increasing numbers of specialists gaining certification in this area.

This book offers a good overview of the MSP method. It emphasises the real-life approach of change implementation within the scope of a programme. In addition, this book is a study guide for all those preparing for the MSP Foundation exam and includes a special Exam chapter.
(more info)

Author: Bert Hedeman, Gabor Vis van Heemst
ISBN: 9789077212066

  • Cost: $107.41
  • Member: $96.67
Book cover

Project Management based on PRINCE2

Description:

An increasing number of companies are working in a project-like manner, using the PRINCE2® project management method. The advantages of a standard method are great: a uniform method of working and terminology makes projects comparable, transferable and orderly. Moreover, PRINCE2® has additional qualities, such as the standard no go/go decision with each stage, the Business Case at the centre of the project and clear agreements about who is responsible for what.

The three authors have successfully combined their tremendous experience and made this available in a structured manner to those who are involved in controlling, designing or managing projects. And whatever they missed was added by a team of expert reviewers.

The book gives a faithful representation of the (reviewed) PRINCE2®-methodology, with many lists serving as reference material for all project types and sizes. Furthermore, the book can serve as a good basis for the PRINCE2® Foundation exams.

This book without doubt fulfils a great demand and is well worth reading and studying. And, is of particular use when, put into practice with wisdom.
(more info)

Author: Gabor Vis van Heemst, Bert Hedeman, Hans Fredriksz
ISBN: 9789077212837

  • Cost: $107.41
  • Member: $96.67
Book cover

Project Management based on PRINCE2: An Introduction

Description:

An increasing number of companies are working in a project-like manner, using the PRINCE2 project management method. The advantages of a standard method are great: a uniform method of working and terminology makes projects comparable, transferable and orderly. Moreover, PRINCE2 has additional qualities, such as the standard no go/go decision with each stage, the Business Case at the centre of the project and clear agreements about who is responsible for what.

The book gives a faithful representation of the (reviewed) PRINCE2-methodology, with many lists serving as reference material for all project types and sizes. Furthermore, the book can serve as a good basis for the PRINCE2 Foundation exams.

Please allow up to 4 weeks for delivery of this particular book. (more info)

Author: Van Haren Publishing
ISBN: 9789077212837

  • Cost: $105.53
  • Member: $94.98
Book cover

Project Management Based on PRINCE2™ 2009 Edition

Description:


An increasing number of companies are working in a project-like manner, using the PRINCE2™ project management method. The advantages of a standard method are great: a uniform method of working and terminology makes projects comparable, transferable and orderly. Moreover, PRINCE2 has additional qualities, such as the standard no go/go decision with each stage, the Business Case at the centre of the project and clear agreements about who is responsible for what.

The three authors have successfully combined their tremendous experience and made this available in a structured manner to those who are involved in controlling, designing or managing projects. And whatever they missed was added by a team of expert reviewers.

The book gives a faithful representation of the 2009 Edition of the PRINCE2methodology, with many lists serving as reference material for all project types and sizes. Furthermore, as the content of the book covers all specs for the PRINCE2 Foundation exams, it can serve as a good basis for the PRINCE2 Foundation exams. The content for this book is also intended for everyone doing projects in real world, it covers more that the minimum reference that is necessary for the Foundation exam. Therefore it is also very useful as a solid starting point for anyone studying for the PRINCE2 Practitioner exam.

This book without doubt fulfils a great demand and is well worth reading and studying. And, is of particular use when, put into practice with wisdom.

Please note, this publication will be available March 1 2010 (more info)

Author: Hans Frederiksz, Bert Hedeman, Gabor Vis van Heemst
ISBN: 9789087534967

  • Cost: $69.84
  • Member: $62.86
Book cover

Project Management for IT Related Projects

Description:

In line with the course objectives of the ISEB Foundation Certificate in IS Project Management, "Project Management for IT-Related Projects" explains the principles of IT-related project management, including project planning, monitoring and control, change management, risk management and communication between project stakeholders. Each chapter includes an overview of the learning objectives, detailed discussion of the syllabus content, activities and multiple choice questions for self-assessment. This is the only textbook tailored specifically to match the ISEB syllabus - so you can be confident you're using exactly the right materials. "Project Management for IT-Related Projects" has been written by the team who created the syllabus and exam papers for the ISEB Foundation Certificate in IS Project Management course. The ISEB Foundation Certificate in IS Project Management is the only IT project management qualification of its kind. It will help you develop your business project management capabilities and raise awareness of the roles various parts of an organisation play within successful project execution.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Roger Ireland
ISBN: 9781902505589

  • Cost: $62.10
  • Member: $55.89
Book cover

Project Management in the Real World

Description:

Fast forward to professional project management, with this ultimate short-cut. It summarises over 250 years of expertise from experienced project managers and offers hints and tips on all aspects of project management including how to manage budgets, manage teams and manage yourself. These are backed up with theory and references alongside case studies from the UK, USA, France, Holland and Australia. 'Good common sense stuff' - "Health Informatics Now".

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Elizabeth Harrin
ISBN: 9781902505817

  • Cost: $62.10
  • Member: $55.89
 

Quality Management for IT Services

Description:

This volume provides guidance to organisations on how to plan and implement a quality management system for IT services that conforms to the requirements of the international quality standard ISO 9001, (quality systems - Model for quality assurance in design/development, production, installation and servicing) and the best practices for IT service management encapsulated in the IT Infrastructure Library.
(more info)

Author: CCTA - the Government Centre for Information Systems
ISBN: 9780113305551

  • Cost: $97.95
  • Member: $88.16
Book cover

Release and Control for IT Service Management based on ITIL V2 A Practitioner Guide

Description:

Practitioner Release and Control for IT Service Management, based on ITIL®

- A PRACTITIONER GUIDE is the first publication of a new series of ITSMF, supporting, the first new ITIL Practitioner Cluster training Release & Control of EXIN The publication is written by a team of experts from leading training organizations throughout the world.and has a strong practical component.

This book covers the following ITIL processes:

- Configuration Management,
- Release Management
- Change Management
Practitioner Release and Control for IT Service Management, based on ITIL®

- A PRACTITIONER GUIDE aims at helping the reader to prepare for using Best Practices in his or her role in the area of Change Management, Release Management and Configuration Management. The guidance provided in this book is based on ITIL, the Best Practice Library in IT Service Management. The chapters are structured round the main competency areas of the practitioner requirements: Manage, Organize, Optimize, so the reader can relate reading material and tasks easily.

The publication contains hands-on advice from experienced practitioners from different parts of the world, not to be found in the ITIL books. The book offers templates, plans, checklists, examples and how-to’s that can help practitioners perform their tasks. The book also contains excercises, learning hints and exam questions that make it into a valuable study aid for those preparing for the ITIL Practitioner Certificate in IT Service Management: Release and Control.
(more info)

Author: Jan van Bon, Hans van den Bent, Pierre Bernard, Michael Busch, Marcus Giese, Lex Hendriks, Georges Kemmerling, Glenn LeClair, Moira Stepchuk, Jose Tamo
ISBN: 9789087530228

  • Cost: $123.71
  • Member: $111.34
Book cover

Release, Control & Validation ITIL V3 Intermediate Capability Handbook

Description:

This guide, 'Release, Control and Validation ITIL V3 Intermediate Capability Handbook', provides a quick reference to the processes covered by the ITIL V3 Release, Control and Validation syllabus. It is designed as a revision aid for students taking the ITIL Capability qualification for Release, Control and Validation, and as a handy portable reference source for practitioners who work with these processes.

Key features:

- Authored and quality assured by itSMF UK
- Endorsed by the APM Group
- Follows the ITIL Intermediate Release, Control and Validation Syllabus

Covers the following processes and functions and how they contribute to the Lifecycle:

- Change Management
- Service Asset and Configuration Management
- Service Validation and Test
- Release and Deployment Management
- Request Fulfilment
- Service Evaluation
- Knowledge Management.


(more info)

Author: Stuart Rance, Tricia Lewin, Paul Wigzel
ISBN: 9780113312108

  • Cost: $23.82
  • Member: $21.44
Book cover

Risk Management: A Management Guide based on M_O_R

Description:

A quick yet thorough reference to risk management in a handy sized format. Uses principles, processes and key terms which are consistent with OGC advice and guidance on risk management, to supply a best practice approach.

Risk management is the process of identifying and controlling the organisation’s exposure to risk. This process should be consistently applied across all sections of the organisation (and partners, where applicable); it should be cost effective and proportionate to the risks being managed.

This publication takes a staged approach to risk management, putting the subject into context and helping to define a framework and policy on the management of risk. (more info)

Author: Jane Chittenden
ISBN: 9789077212684

  • Cost: $65.31
  • Member: $58.78
Book cover

Security Management

Description:

Information is one of the most important assets for business. Without it only a few processes are able to perform as intended. The sharing of information with other organisations, which enables quick and automated processing, increases that importance.

For information technology (IT), information is the core of its existence. Anything that threatens information or the processing of that information will directly endanger the performance of the organisation. Whether it concerns the confidentiality, accuracy, or timeliness of the information, the availability of processing functions or confidentiality, threats that form risks have to be countered by security. The aspects mentioned are structural for IT. That means that there are structural risks. Structural risks require structural security.

ITIL® provides a foundation for the management of the IT Infrastructure. Security Management is primarily responsibility of the business, with the IT Security Officer responsible for setting Security Policy. This title looks at Security from the service provider standpoint. It defines 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. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113300143

  • Cost: $118.70
  • Member: $106.83
Book cover

Security Managment CD-ROM

Description:

Information is one of the most important assets for business. Without it only a few processes are able to perform as intended. The sharing of information with other organisations, which enables quick and automated processing, increases that importance.

For information technology (IT), information is the core of its existence. Anything that threatens information or the processing of that information will directly endanger the performance of the organisation. Whether it concerns the confidentiality, accuracy, or timeliness of the information, the availability of processing functions or confidentiality, threats that form risks have to be countered by security. The aspects mentioned are structural for IT. That means that there are structural risks. Structural risks require structural security.

ITIL® provides a foundation for the management of the IT Infrastructure. Security Management is primarily responsibility of the business, with the IT Security Officer responsible for setting Security Policy. This title looks at Security from the service provider standpoint. It defines 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.

Through purchasing a network licence, the full text can be downloaded onto your intranet, giving you access and search capacity throughout your organisation. The CD-ROM products are compatible with numerous platforms allowing access to as many users as required across businesses and site. For further details on network licences email info@itsmf.org.au (more info)

Author: Office for Government Commerce (OGC)
ISBN: 9780113309429

  • Cost: $156.10
  • Member: $140.49
Book cover

Service Agreements: A Management

Description:

Many organizations are demanding increased quality levels from ICT service providers, often irrespective of whether these services are outsourced or supplied in-house. Service management (SM) is the integrated approach to the management of ICT service requirements and levels.

This new publication outlines the background, operation and benefits of a variety of service agreements, and includes models for the design of a service catalogue and service agreement development.
(more info)

Author: Robert Benyon, Robert Johnston
ISBN: 9789077212912

  • Cost: $65.31
  • Member: $58.78
Book cover

Service Delivery

Description:

Service Delivery is the second element in the new ITIL Infrastructure Library to be published. Service providers need to offer business users adequate support - Service Delivery covers all aspects that must be taken into consideration.

Issues covered include Service Level Management, Financial Management for IT Services, IT Service Continuity Management, Availability Management, Contingency Planning and Capacity Management. Each component of service delivery is discussed separately in the book. The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113300174

  • Cost: $166.70
  • Member: $150.03
Book cover

Service Design (SD)

Description:

International Top 20 Best Seller!

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. 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.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. 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 (more info)

Author: na
ISBN: 9780113310470

  • Cost: $176.30
  • Member: $158.67
Book cover

Service Design based on ITIL V3: Management Guide

Description:

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well.
What are the key service management processes? What is the ‘lifecycle’ approach? (more info)

Author:
ISBN: 9789087531256

  • Cost: $42.75
  • Member: $38.48
 

Service Design x 1 Network User License

Description:

Please allow up to 5 days for access once your order is placed.

If you would like a larger Network Licence, please contact the National Office on 03 9879 5466. (more info)

Author:
ISBN: 7003148

  • Cost: $138.35
  • Member: $124.52
Book cover

Service Level Management: A Practitioners Guide

Description:

'Service Level Management - a Practitioner's Guide' is the latest publication from itSMF UK and the brainchild of its SLM Special Interest Group. Offering a practical, experience-based approach to the subject matter, the guide discusses the best way to design an SLM roadmap and implementation project plan, compile a service catalogue, put together service level agreements, and much more. Complete with a free CD packed with sample templates and supporting documents.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: itSMF
ISBN: 9781906745004

  • Cost: $51.30
  • Member: $46.17
Book cover

Service Management for Dummies

Description:

What if technology was designed to serve the business — every time? That's service management! Done properly, it can make everybody happy — the customer, the service provider, and the business owner. Understand the value of managing your physical environments and IT systems with an integrated approach. Learn how real companies improve business performance by streamlining business processes and applying service management standards and best practices.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: .
ISBN: 9780470440582

  • Cost: $57.84
  • Member: $52.06
Book cover

Service Management Strategies that Work: Guidance for Executives

Description:

Provides helpful and practical advice for all organizations that are undergoing the difficult transition from a technology to a service orientation. Covers the following key topics: IT Governance Unraveled; The External Managed Service Provider; Process Implementation; Defining, Modeling and Costing IT Services; The Federated CMDB; Developing A Quality Driven Measurement Framework; The Theory of Constraints and Continuous Service Improvement

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Gary Case, Troy DuMoulin
ISBN: 9789087530488

  • Cost: $86.15
  • Member: $77.53
Book cover

Service Operation (SO)

Description:

International Top 20 Best Seller!

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Service Operation 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.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Application Management
- Change Management
- Operations Management
- Control processes and function
- Scaleable practices
- Measurement and control (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310463

  • Cost: $176.30
  • Member: $158.67
Book cover

Service Operation based on ITIL V3: Management Guide

Description:

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well.
What are the key service management processes? What is the ‘lifecycle’ approach? (more info)

Author:
ISBN: 9789087531270

  • Cost: $42.75
  • Member: $38.48
 

SErvice Operation x 1 Network User License

Description:

Please allow up to 5 days for access once your order is placed.

If you would like a larger Network Licence, please contact the National Office on 03 9879 5466. (more info)

Author:
ISBN: 7003156

  • Cost: $138.35
  • Member: $124.52
Book cover

Service Strategy (SS)

Description:

A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Service Management strategy and value planning.
- Linking IT service strategy to business needs.
- Planning and implementing service strategy. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310456

  • Cost: $176.30
  • Member: $158.67
Book cover

Service Strategy based on ITIL V3: Management Guide

Description:

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well.
What are the key service management processes? What is the ‘lifecycle’ approach? (more info)

Author:
ISBN: 9789087531249

  • Cost: $42.75
  • Member: $38.48
 

Service Strategy x 1 Network User License

Description:

Please allow up to 5 days for access once your order is placed.

If you would like a larger Network Licence, please contact the National Office on 03 9879 5466. (more info)

Author:
ISBN: 7003147

  • Cost: $138.35
  • Member: $124.52
Book cover

Service Support

Description:

IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organisation. ITIL (the IT Infrastructure Library) is fast becoming an international de facto standard, providing a comprehensive, consistent and coherent set of best practices for IT Service Management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. Service Support is the first title to emerge from this process.

Service Support 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. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113300150

  • Cost: $166.70
  • Member: $150.03
Book cover

Service Transition (ST)

Description:

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Service Transition provides guidance and process activities for the transition of services in the operational business environment. It covers the broader, long-term change management role, release and deployment practices, so that risks, benefits, delivery mechanisms and the support of ongoing operational services are considered.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Managing organisational and cultural change
- Knowledge management
- Service knowledge management system
- Methods, practices and tools
- Measurement and control
- Companion best practices
(more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310487

  • Cost: $176.30
  • Member: $158.67
Book cover

Service Transition based on ITIL V3: Management Guide

Description:

The Management Guides are a concise summary of the ‘Foundations of IT Service Management based on ITIL V3’. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well.
What are the key service management processes? What is the ‘lifecycle’ approach? (more info)

Author:
ISBN: 9789087531263

  • Cost: $42.75
  • Member: $38.48
 

Service Transition x 1 Network User License

Description:

Please allow up to 5 days for access once your order is placed.

If you would like a larger Network Licence, please contact the National Office on 03 9879 5466. (more info)

Author:
ISBN: 7003155

  • Cost: $138.35
  • Member: $124.52
Book cover

Six Sigma for IT Management

Description:

Six Sigma provides a quantitative methodology of continuous (process) improvement and cost reduction, by reducing the amount of variation in process outcomes.

The production of a product, be it a tangible product like a car or a more abstract product like a service, consists of a series of processes. All processes consist of a series of steps, events, or activities. Six Sigma measures every step of the process by breaking apart the elements within each process, identifying the critical characteristics, defining and mapping the related processes, understanding the capability of each process, discovering the weak links, and then upgrading the capability of the process. It is only by taking these steps that a business can raise the ‘high-water mark’ of its performance.

IT is now a fundamental part of business and business processes; this book demonstrates how IT can be made to work as an enabler to better business processes, and how the Six Sigma approach can be used to provide a consistent framework for measuring process outcomes.

ITIL defines the ‘what’ of Service Management; Six Sigma defines the "how" process improvement; together they are a perfect fit of improving the quality of IT service delivery and support. The Six Sigma approach also provides measures of process outcomes, and prescribes a consistent approach in how to use these metrics.

This is the first book to provide a coherent view and guidance for using the Six Sigma approach successfully in IT service organisations. It particularly aims to merge ITIL and Six Sigma into a single approach for continuous improvement of IT service organisations.

The International ITSMF organisation, through its International Publications Executive Sub-Committee (IPESC), comprised of a council of members from global ITSMF chapters has given its formal ITSMF International endorsement to this book. (more info)

Author:
ISBN: 9789077212301

  • Cost: $79.55
  • Member: $71.59
Book cover

Six Sigma for IT Management: A Pocket Guide

Description:

Six Sigma provides a quantitive methodology of continuous (process) improvement and cost reduction, by reducing the amount of variation in process outcomes.

The production of a product, be it a tangible product like a car or a more abstract product like a service, consists of a series of processes. All processes consist of a series of steps, events, or activities. Six Sigma measures every step of the process by breaking apart the elements within each process, identifying the critical characteristics, defining and mapping the related processes, understanding the capability of each process, discovering the weak links, and then upgrading the capability of the process. It is only by taking these steps that a business can raise the ‘high-water mark’ of its performance.

IT is now a fundamental part of business and business processes; this book demonstrates how IT can be made to work as an enabler to better business processes, and how the Six Sigma approach can be used to provide a consistent framework for measuring process outcomes.

ITIL defines the ‘what’ of Service Management; Six Sigma defines the ‘how’ process improvement; together they are a perfect fit of improving the quality of IT service delivery and support. The Six Sigma approach also provides measures of process outcomes, and prescribes a consistent approach in how to use these metrics.

This Pocket Book, a sister to a larger, more detailed book in the series, provides a coherent view and guidance for using the Six Sigma approach successfully in IT service organisations. It particularly aims to merge ITIL and Six Sigma into a single approach for continuous improvement of IT service organisations. (more info)

Author: Sven de Boer
ISBN: 9789087530297

  • Cost: $24.58
  • Member: $22.12
Book cover

SOA Source Book

Description:

The SOA Source Book will help enterprise architects to use SOA effectively. It explains:
· What SOA is
· How to evaluate SOA features in business terms
· How to model SOA
· How to use The Open Group Architecture Framework (TOGAF™) for SOA
· SOA governance

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: The Open Group
ISBN: 9789087535032

  • Cost: $54.95
  • Member: $49.45
Book cover

Software Asset Management

Description:

Software is one of the most critical elements of information and communications technologies and most organisations have huge investments in software, whether internally developed or external procured. However organisations often do not invest commensurate effort into managing these software assets.

This guide has been developed to assist with understanding what Software Asset Management (SAM) is and to explain what is required to perform it effectively and efficiently as identified in industry 'best practice'.

Key features:

- These guidelines can be tailored to fit any organisations regardless of size.
- Illustrated with various charts and tables to aid in understanding.
- Large Appendices enhancing content within the guide including a Terminology section.
- Part of the ITIL series of best practice publications. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113309436

  • Cost: $94.85
  • Member: $85.36
Book cover

SqEME Process Management – A Pocket Guide

Description:

This pocket guide is a practical book and more or less compulsory reading material for anyone who wants to get to know more about SqEME® process management or intends using SqEME. Besides it is an ‘instruction book’ with directives and tips showing an efficient approach for structuring, mastering and improving processes; complemented by examples from the same practice.

This pocket guide explains the essentials of SqEME® process management. The contents is broken down into four parts (windows):
- Constitution
- Correspondence
- Chemistry
- Construction

The language and drawing conventions for SqEME are dealt with as key issues. You are ready to get to work.

SqEME® is an open standard for developing a processed-centred architecture of an enterprise. It may be reproduced freely by any organization wishing to use it to develop a governance structure on the quality of their business processes.

SqEME® Process Management is a method that facilitates discussion of the design of the organization, in a subtle but unambiguous way. Processes have to hold a prominent place in observing organizations: how are the different parts of the organization tuned to each other and how does adequate communication take place?

SqEME® as a methodology views processes from four different perspectives. SqEME® calls these ‘windows’, by means of which one seeks for the Constitution, Chemistry, Correspondence and Construction of the enterprise.

SqEME® is the result of more than twenty years experience with the management of business processes within various organizations. SqEME® has been applied successfully in industry (chemistry, automotive, construction, paper), in the business sector (IT service, healthcare), in the non-profit sector, and in public companies such as the Prosecution Counsel, County Councils and local authorities. (more info)

Author: The Sqeme Foundation
ISBN: 9789087531379

  • Cost: $49.50
  • Member: $44.55
Book cover

Surviving outsourcing, A Comic Story from Initiative to Contract Termination

Description:

Surviving Outsourcing is a widely popular selection of practical hints and tips on how to solve real problems and make the most out of Outsourcing. Presented in a unique comic strip format it shows how a fictitious company Schreuder uses Outsourcing to resolve a wide range of business problems.

Schreuder was founded in 1890 and is now a global, fast moving Consumer Goods company quoted at the Dow Jones and FTSE 100. Headquartered in London, the company operates in over 80 countries, across five continents and employs over 75,000 professionals. The profits are not meeting expectations and as a result, Jones has been appointed as the new Chief Executive Officer, to bring Schreuder back on track.

Follow Jones as he uses Outsourcing techniques to turn around the company, meet his colleagues as they struggle to change processes, watch the successes and failures of initiatives and ideas.

This title is a Case Study like no other: short, sharp and with practical lessons that readers will identify with, it provides hard-hitting examples to show how you can unlock the full potential of outsourcing programmes.

Please allow up to 4 weeks delivery of this particular title. (more info)

Author: Erik Beulen
ISBN: 9789087532253

  • Cost: $44.02
  • Member: $39.62
Book cover

Tailoring PRINCE2

Description:

PRINCE2 is a very adaptable project management method, but new users particularly find knowing how and where to adapt it to the size and scope of their projects somewhat daunting. This can lead to over-zealous adherence to unnecessary levels of formality and detail in smaller, low-risk projects, and the impression of excessive bureaucracy on the part of PRINCE2. Conversely, it can also lead to inappropriate short cuts being taken in other cases, undermining the integrity of the method, the control and management of risk that it provides.

This publication guides readers on how to stay on the safe ground between these two extremes - appropriate fine tuning of the method is illustrated in examples. Bridging the gap between the theory of the PRINCE2 Manual and the inconsistencies of real situations it provides practical, compliant advice designed to keep PRINCE2 projects moving but under control.

Key features:
Quality-assured guidance overseen by OGC and the product of best practice gathering from users, trainers and consultants.

Structured to provide two-page, subject specific advice on each topic, plus general help on how, when and why particular aspects of projects need tailoring at all.

Each two-page section begins with a case study or example of appropriate tailoring.

Recognises that not all PRINCE2 projects are conducted within PRINCE2 environments or in 'purist' contexts and provides advice on that basis.

This is an ideal desk guide to troubleshooting and time-saving on projects illustrating approaches which keep projects inside the controlled environment of PRINCE2. It takes the risk and guesswork out of adapting PRINCE2 to individual projects, be they large or small.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 0113308973

  • Cost: $50.25
  • Member: $45.23
Book cover

The Art of Capacity Planning: Being Ready for the Big Growth Spurt

Description:

Success on the web is measured by usage and growth. Web-based companies live or die by the ability to scale their infrastructure to accommodate increasing demand. This book is a hands-on and practical guide to planning for such growth, as it discusses the many techniques and considerations needed to plan, deploy, and manage infrastructure for a growing web application. "The Art of Capacity Planning" is written by the manager of data operations for the world-famous photo-sharing site Flickr.com (owned by Yahoo!).John Allspaw draws on years of experience, starting from the days when Flickr was relatively small and had to deal with the typical growth pains and cost/performance trade-offs of a typical company with a Web presence. He combines personal anecdotes from many phases of Flickr's growth with insights from his colleagues in many other industries to give you solid guidelines for measuring your growth, predicting trends, and making cost-effective preparations. The topics include: Evaluating tools for measurement and deployment; Capacity analysis and prediction for storage, database, and application servers; Designing architectures to easily add and measure capacity; Handling sudden spikes; Predicting exponential and explosive growth; and How cloud services such as EC2 can fit into a capacity strategy.

Please allow up to 4 weeks for delivery of this particular title (more info)

Author: John Allspaw
ISBN: 9780596518578

  • Cost: $104.25
  • Member: $93.83
Book cover

The CMDB Imperative

Description:

Implement Configuration Management Databases that Deliver Rapid ROI and Sustained Business Value Implementing an enterprise-wide Configuration Management Database (CMDB) is one of the most influential actions an IT organization can take to improve service delivery and bridge the gap between technology and the business. With a well-designed CMDB in place, companies are better positioned to manage and optimize IT infrastructure, applications, and services; automate more IT management tasks; and restrain burgeoning costs. Now, there's an objective, vendor-independent guide to making a CMDB work in your organization. The CMDB Imperative presents a start-to-finish implementation methodology that works and describes how the CMDB is shifting to the superior Configuration Management System (CMS). Expert CMDB industry analyst Glenn O'Donnell and leading-edge architect and practitioner Carlos Casanova first review the drivers behind a CMDB and the technical, economic, cultural, and political obstacles to success. Drawing on the experiences of hundreds of organizations, they present indispensable guidance on architecting and customizing CMDB solutions to your specific environment. They'll guide you through planning, implementation, transitioning into production, day-to-day operation and maintenance, and much more. Coverage includes *Defining the tasks and activities associated with configuration management*Understanding the CMDB's role in ITIL and the relationship between CMDBs and ITIL v3's CMS*Building software models that accurately represent each entity in your IT environment*Ensuring information accuracy via change management and automated discovery*Understanding the state of the CMDB market and selling the CMDB within your organization*Creating federated CMDB architectures that successfully balance autonomy with centralized control*Planning a deployment strategy that sets appropriate priorities and reflects a realistic view of your organization's maturity*Integrating systems and leveraging established and emerging standards*Previewing the future of the CMDB/CMS and how it will be impacted by key trends such as virtualization, SOA, mobility, convergence, and "flexi-sourcing" Foreword xi Prologue xiii Chapter 1: The Need for Process Discipline 1 Chapter 2: What Is a CMDB? 25 Chapter 3: Planning for the CMS 57 Chapter 4: The Federated CMS Archite

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Glenn O'Donnell, Carlos Casanova
ISBN: 9780137008377

  • Cost: $51.19
  • Member: $46.07
Book cover

The EFQM Excellence model for Assessing Organizational Performance

Description:

The ‘EFQM Excellence Model’ was introduced at the beginning of 1992 as the framework for assessing organizations for the annual ‘European Excellence Award’. It is now the most widely used organizational assessment framework in Europe. Most users have no intention of applying to win awards; they use the framework and analysis techniques within the model as diagnostic tools that will help them to:

• assess the health of their organization, identify its strengths and areas for improvement and periodically measure progress;

• identify and share good management practices, both internally and externally;

• anticipate and target their desired results in tangible, measurable ways.

Whether you are a newcomer to the Excellence Model, or an experienced user (whose techniques of performance assessment maybe rigorous but have possibly evolved to become overly complex), this Management Guide provides you with practical techniques to undertake timely and effective assessments. It explains the history, basis and evolution of the EFQM Excellence Model, the nature of EFQM and its networks today, and, most importantly, provides step-by-step guidance together with a series of analysis pro-formas, to enable a reader to facilitate an assessment of an organization against each of the 32 elements (‘criterion parts’) of the EFQM Excellence Model.

The pro-forma tools are a tried and tested format developed originally in the early 1990s, but now - after extensive analysis of the management practices adopted by EFQM Award winners - updated with lists of good management practices that users should also consider when analyzing their own organizations performance. (more info)

Author: Chris Hakes
ISBN: 9789087530273

  • Cost: $65.31
  • Member: $58.78
Book cover

The Executive Guide to Directing Projects: within a PRINCE2 and MSP Environment

Description:

This publication is an accessible summary of the full guidance in a portable format suitable for quick reference or a quick read - a "ten minute guide" for the busy project board member. It is aimed at experienced senior managers and project board members who are already familiar with PRINCE2, and therefore do not require frequent reference to the full guidance.

The guide introduces the additional considerations that project boards need to take into account if the project is being run within a programme and/or portfolio managed governance structure.

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: OGC
ISBN: 9780113311897

  • Cost: $58.03
  • Member: $52.23
 

The Introduction to the ITIL Service Lifecycle x 1 Concurrent User Licenses

Description:

Please allow up to 5 days for access once your order is placed.

If you would like a larger Network Licence, please contact the National Office on 03 9879 5466. (more info)

Author:
ISBN: 7003174

  • Cost: $57.65
  • Member: $51.88
Book cover

The IT Strategy Management Process

Description:

The IT Strategy Management Process explains how strategies, implementation instructions and best practices are stored and managed in a central repository, and how to support IT Services through effective knowledge management. (more info)

Author: Eugen Oetringer
ISBN: 9789077212264

  • Cost: $82.50
  • Member: $74.25
 

The Official Introduction to the ITIL Service Lifecycle

Description:

This publication 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. 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.

Key features:

- The main body introduces the five main titles with an introduction and clearly laid out summary of objectives, practice, key elements, roles and responsibilities and service performance.
- Gives an overview of the guidance specific to each stage of the lifecycle.
- Each chapter concludes with key messages and lessons, showing how the Introduction relates to the full library with its deeper levels of practice expertise and structured application. (more info)

Author: Office of Government Commerce (OGC)
ISBN: 9780113310616

  • Cost: $85.62
  • Member: $77.06
Book cover

The Open Group Architecture Framework TOGAF: A Management Guide

Description:

In only 15 years the role of information in our society has changed dramatically. We are in the middle of an information revolution guided by the need to put the right information in the right people’s hands at the right time. Information flows within and between organisations as if there are no boundaries between them. It requires infrastructures built on open standards and designed to enable individuals as well as their IT systems to all work together. Managers have to make decisions on the investments they make in information provision. These decisions have become complex and must be taken more often and faster than ever before.

Enterprise Architecture is a maturing profession that can help management to understand this growing complexity. Enterprise Architecture can reduce complexity by making plans schemes and designs of the organisation and its information systems and the infrastructure it runs on and therefore emerges as a true profession.

TOGAF the Open Group Architectural Framework is a fast growing, worldwide accepted standard that can help organisations build their own Enterprise Architecture in a standardised way. This book explains why this upcoming profession is important and what TOGAF can do to support you and your organisation.

This book explains to management how TOGAF can help to make an Enterprise Architecture.
(more info)

Author: Tom van Sante, Janine Kemmeren, Eelco rouw, Dennis Kerssens, Hans van den Bent
ISBN: 9789087530808

  • Cost: $65.31
  • Member: $58.78
 

The Project Assurance Function Companion to PRINCE2

Description:

The Project Assurance Function companion provides advice and guidance to any members of staff who have been allocated the responsibilities as part of the Project Assurance Function; clarifying what is required of them during the project, as well as presenting an overview of the roles of other members of the Project Team - particularly the Project Board and Project Specialist Team Managers.

Please allow up to four weeks for delivery. If your order is urgent, please contact the office on (03) 9879 5466. (more info)

Author: na
ISBN: 0117022977

  • Cost: $78.70
  • Member: $70.83
 

The Project Board Companion PRINCE2

Description:

The Project Board Companion Provides guidance to any senior manager who has been asked to perform a senior executive, customer or supplier function on the PRINCE Project Board. It uniquely integrates all components of the method, presenting the members of the PRINCE Project Team with a personal guide to their role in relation to the project as well as outlining what should be expected from other members of the Project Team - particularly the Project Manager and any members of staff allocated responsibilities of Project Assurance function. (more info)

Author: David Marsh
ISBN: 9780117022959

  • Cost: $78.70
  • Member: $70.83
 

The Project Manager's & Specialist Team Manager's Companion PRINCE2

Description:

The Project Manager's & Specialist Manager's Companion PRINCE 2 provides advice and guidance to any project manager outlining what is required of them during the project as well as presenting an overview of the roles of the other members of the Project Team - particularly the Project Board and any members of staff allocated the responsibilities as Project Assurance function. (more info)

Author: David Marsh
ISBN: 9780117022966

  • Cost: $78.70
  • Member: $70.83
Book cover

The Service Catalog

Description:

The Service Catalog means many different things to many different people. However most would agree that a catalog that helps customers and users to quickly identify the services they require clearly adds value. In turn this helps organizations identify key services that support business processes, understand the contribution made by those services and manage them appropriately.

This well-constructed book provides practical advice and information that will help organizations to understand how to design and develop a service catalog and to understand the role that the service catalog performs within the service portfolio.

Readers will gain practical information and knowledge that will help with:

- understanding the full concept of the service catalog
- understanding the scope of the service catalog
- building an appropriate service catalog for your organization
- identifying the true value that the service catalog can deliver to your organization
- understanding services and the value that they provide to your organization and customers
- managing the service catalog

In addition, a complete service catalog schematic is provided and the service portfolio pyramid, which is unique to this book, is introduced showing how all the pieces of the puzzle fit together.

Widely researched and reviewed by some of the world’s leading experts, this book provides a down-to-earth and practical resource for not only those who are developing Service Catalogs for the first time but also for those looking to refine their services according to agreed and established best practice concepts.

Please note, this title will be available March 2010. (more info)

Author: Mark O’Loughlin
ISBN: 9789087535711

  • Cost: $63.59
  • Member: $57.23
Book cover

TOGAF 9 Certified Study Guide

Description:

The purpose of certification to TOGAF 9 Certified is to provide validation that, in addition to the knowledge and comprehension of TOGAF 9 Foundation, the Candidate is able to analyze and apply this knowledge. The learning objectives at this level therefore focus on application and analysis in addition to knowledge and comprehension.

The TOGAF 9 People certification program is a knowledge-based certification program. It has two levels, leading to certification for TOGAF 9 Foundation and TOGAF 9 Certified, respectively.

The topic for this Study Guide is preparation for the TOGAF 9 Part 2 Examination or Section 2 of the TOGAF 8 – 9 Advanced Bridge Examination, leading to TOGAF 9 Certified.

Please allow up to 4 weeks for delivery of this particular title (more info)

Author: The Open Group, Rachel Harrison
ISBN: 9789087535704

  • Cost: $69.63
  • Member: $62.67
Book cover

TOGAF Version 8.1.1 Enterprise Edition: A Pocket Guide

Description:

This is the official Open Group Pocket Guide for TOGAF Version 8.1.1 Enterprise Edition. This pocket guide is published by VHP on behalf of The Open Group.

TOGAF, The Open Group Architectural Framework is a fast growing, worldwide accepted standard that can help organisations build their own Enterprise Architecture in a standardised way. This book explains why the in’s and out’s of TOGAF in a concise manner.

This book explains how TOGAF can help to make an Enterprise Architecture. Enterprise Architecture is an approach that can help management to understand this growing complexity. (more info)

Author: Terence Blevins, Rachel Harrison, Paul Homan, Andrew Josey, Matthew F. Rouse, Tom van Sante
ISBN: 9789087530952

  • Cost: $47.50
  • Member: $42.75
Book cover

TOGAF Version 9

Description:

TOGAF is a framework - a detailed method and a set of supporting tools - for developing an enterprise architecture, developed by members of The Open Group Architecture Forum.
TOGAF Version 9 provides a wide-ranging set of revisions to the TOGAF specification to improve the value of the TOGAF framework. It is an evolution from TOGAF 8.1.1, thereby preserving existing investment in TOGAF, and adds further detail and clarification to what is already proven.
It may be used freely by any organization wishing to develop an enterprise architecture for use within that organization (subject to the Conditions of Use).
In this book, you will find answers to questions such as: What is an architecture framework? What kind of 'architecture' are we talking about? How does my organization benefit from using TOGAF?

This book is divided into seven main parts:

PART I (Introduction):
This part provides a high-level introduction to the key concepts of enterprise architecture and in particular the TOGAF approach. It contains the definitions of terms used throughout TOGAF and release notes detailing the changes between this version and the previous version of TOGAF.

PART II (Architecture Development Method):
This is the core of TOGAF. It describes the TOGAF Architecture Development Method (ADM) – a step-by-step approach to developing an enterprise architecture.

PART III (ADM Guidelines & Techniques):
This part contains a collection of guidelines and techniques available for use in applying TOGAF and the TOGAF ADM.

PART IV (Architecture Content Framework):
This part describes the TOGAF content framework, including a structured metamodel for architectural artifacts, the use of re-usable
architecture building blocks, and an overview of typical architecture deliverables.

PART V (Enterprise Continuum & Tools):
This part discusses appropriate taxonomies and tools to categorize and store the outputs of architecture activity within an enterprise.

PART VI (TOGAF Reference Models):
This part provides a selection of architectural reference models, which includes the TOGAF Foundation Architecture, and the Integrated Information Infrastructure Reference Model (III-RM).

PART VII (Architecture Capability Framework):
This partdiscusses the organization, processes, skills, roles, and responsibilities required to establish and operate an architecture function within an enterprise. (more info)

Author: VHP
ISBN: 9789087532307

  • Cost: $121.62
  • Member: $109.46
Book cover

TOGAF Version 9 - A Pocketguide

Description:

The Open Group Architecture Framework (TOGAF) is an open industry consensus framework and method for enterprise architecture.

This Pocket Guide is based on TOGAF Version 9 Enterprise Edition. It gives a concise introduction to TOGAF 9. What's more, it's authoritative, with material derived from The Open Group's TOGAF 9 documentation and contributions from members of The Open Group Architecture Forum.

The audience for this Pocket Guide is enterprise architects, business architects, IT architects, data architects, systems architects, solutions architects, and senior managers seeking a first introduction to TOGAF.
(more info)

Author: VHP
ISBN: 9789087532321

  • Cost: $39.95
  • Member: $35.95
Book cover

TOGAF™ Version 8.1.1 Enterprise Edition – Study Guide

Description:

Study Guide for Preparing for the TOGAF 8 Certified Qualification
This is the book you need to prepare for TOGAF 8 Certification. It gives an overview of every learning objective for the TOGAF 8 Certified Course Syllabus and in-depth coverage on preparing and taking the examination. It includes 'Key Learning Points' and challenging 'Test Yourself' questions for each part of the syllabus, together with a 'Test Yourself' examination paper that you can use to test your readiness to take the official TOGAF 8 Certified Examination.
This Study Guide provides the solid base of information you need to become TOGAF 8 Certified.
What's more, it's authoritative, with materials derived from The Open Group TOGAF 8.1 documentation including the recent changes included in TOGAF 8.1.1.
The audience for this Study Guide is:
• IT architects considering or planning to use TOGAF 8.1 Enterprise Edition in their IT architecture projects
• Senior managers who need an understanding of TOGAF 8.1 Enterprise Edition

Special Features
Each chapter has “Test Yourself” questions that will help you to test your understanding of the chapter and prepare for the TOGAF 8 Certified Examination. The purpose of these is to reinforce key learning points in the chapter. These are multiple-choice format questions where you must identify one correct answer.
Each chapter also has a “Recommended Reading” section that indicates the relevant sections in the TOGAF 8 document that should be read to obtain a full understanding of the subject material.
Finally, at the end of this Study Guide is a “Test Yourself” examination paper that you can use to test your readiness to take the official TOGAF 8 Certified Examination.
(more info)

Author: 9789087530938
ISBN: 9789087530938

  • Cost: $125.64
  • Member: $113.08
Book cover

TOGAF™ Version 9 Foundation Study Guide

Description:

Study Guide for Preparing for the TOGAF 9 Part 1 Examination

This document is a Study Guide for TOGAF™ 9 Foundation.
It gives an overview of every learning objective for the TOGAF 9 Foundation Syllabus and in-depth coverage on preparing and taking the TOGAF 9 Part 1 Examination. It is specifically designed to help individuals prepare for certification.

The audience for this Study Guide is:

- Individuals who require a basic understanding of TOGAF 9
- Professionals who are working in roles associated with an architecture project such as those responsible for planning, execution, development, delivery, and operation
- Architects who are looking for a first introduction to TOGAF 9.
- Architects who want to achieve Level 2 certification in a stepwise manner and have not previously qualified as TOGAF 8 Certified. A prior knowledge of enterprise architecture is advantageous but not required.

Please allow up to 4 weeks for deliery of this particular title. (more info)

Author: Rachel Harrison
ISBN: 9789087532314

  • Cost: $69.63
  • Member: $62.67
Book cover

Waltzing with the Elephant

Description:

Mark Toomey is an international leader in the vitally important field known as governance of information technology.

He is deeply involved in development of Australian Standards AS 8015:2005 - Corporate Governance of Information and Communication Technology, and was subsequently appointed as Project Editor for ISO/IEC 38500:2008 - Corporate Governance of Information Technology.

Toomey continues his efforts to build worldwide understanding of the roles and diciplines required for effective governance and successful use of information technology as a founding member of the international standards working group on governance of information technology established under the auspices of ISO and the IEC.

Through his company, Infonomics Pty. Ltd., Toomey provides services to inform, assess and improve the way that individuals and organisations go about the task of directing and controlling the use of information technology. His portfolio of plain language by an expanding array of education services delivered worldwide. (more info)

Author: Mark Toomey
ISBN: 9780980683004

  • Cost: $121.10
  • Member: $108.99
Book cover

World Class IT Service Delivery

Description:

This practical manual helps you achieve and maintain new standards in service delivery. Written from a real-life business perspective, it supports the ISEB Service Management Certificate and is essential for IT managers, executives and consultants in the process of raising their service standards, considering offshoring or moving towards the ultimate goal of 24x7 service excellence. 'A mindset for how IT should engage with business' - "Information Age".

Please allow up to 4 weeks for delivery of this particular title. (more info)

Author: Peter Wheatcroft
ISBN: 9781902505824

  • Cost: $51.19
  • Member: $46.07