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.
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BP Live is available now. To find out more contact the National Office on 03 9879 5466 or email info@itsmf.org.au
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Are you interested in sponsoring the itSMFA National Conference 2010? If the answer is yes, please contact the National Office on 03 9879 5466 or email info@itsmf.org.au
itSMFA LEADit Conference Newsletter - Edition 2
Welcome to the second Edition of your LEADit Newsletter, a new communique dedicated to keeping you informed of all 2010 National Conference developments.
Published around the first of every month until the conference, we encourage your comments, questions and support. Please feel free to contact Barbara Hines anytime to discuss: barbara.hines@itsmf.org.au or 03 9879 5466.
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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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
APMG for PRINCE2 Practitioners - eBook
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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.
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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.
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Author: OGC
ISBN: 7003136
- Cost: $159.64
- Member: $143.68
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
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.
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Author: Itil team
ISBN: 9780113309726
- Cost: $301.20
- Member: $271.08
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.
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Author: Charles Fox
ISBN: 011330918x
- Cost: $56.25
- Member: $50.62
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
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
Continual Service Improvement (CSI) - eBook
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: $187.94
- Member: $169.15
Continual Service Improvement (CSI) - PDF
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.
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Author: Office of Government Commerce (OGC)
ISBN: 9780113310562
- Cost: $219.26
- Member: $197.33
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
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.
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Author: Troy Du Moulin: Rodrigo Flores
ISBN: 9789077212967
- Cost: $86.15
- Member: $77.53
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.
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Author: -----
ISBN: 9783540731979
- Cost: $119.63
- Member: $107.67
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 note, this title will be published 15 December 2009
(more info)
Author: Ethel A. Loesche, Bill Hefley
ISBN: 9789087535599
- Cost: $114.39
- Member: $102.95
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
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
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
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.
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Author: Office of Government Commerce (OGC)
ISBN: 0113310838
- Cost: $167.52
- Member: $150.77
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
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
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
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.
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Author: Office of Government Commerce (OGC)
ISBN: 9780113311255
- Cost: $35.90
- Member: $32.31
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.
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Author: Office of Government Commerce (OGC)
ISBN: 9780113310630
- Cost: $35.90
- Member: $32.31
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
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
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
Foundations of IT Service Management Based on ITIL - eBook
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: $79.99
- Member: $71.99
Foundations of IT Service Management Based on ITIL V3 - eBook
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: $79.99
- Member: $71.99
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
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.
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Author:
ISBN: 9789077212905
- Cost: $79.55
- Member: $71.59
Frameworks for IT Management - eBook
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.
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Author: N/A
ISBN: 9789087531935
- Cost: $79.99
- Member: $71.99
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.
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Author: Jan van Bon, Eric Rozemeijer
ISBN: 9789087530877
- Cost: $49.50
- Member: $44.55
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.
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Author: .
ISBN: 978190250831
- Cost: $71.67
- Member: $64.50
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)
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Author: Gary Hird
ISBN: 9781905356614
- Cost: $109.85
- Member: $98.86
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.
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Author: Office of Government Commerce (OGC)
ISBN: 9780113308651
- Cost: $166.70
- Member: $150.03
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.
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Author: Office of Government Commerce (OGC)
ISBN: 9780113309030
- Cost: $301.20
- Member: $271.08
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.’
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Author: Alan Calder
ISBN: 9789077212783
- Cost: $43.65
- Member: $39.28
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.
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Author: Alan Calder
ISBN: 9789087535414
- Cost: $44.02
- Member: $39.62
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.
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Author: David Clifford
ISBN: 9789087530822
- Cost: $73.85
- Member: $66.47
Implementing ISO/IEC 20000 Certification - The Roadmap - eBook
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: $68.56
- Member: $61.70
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
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
Implementing IT Governance - eBook
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: $68.56
- Member: $61.70
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.
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Author: Tom van Sante
ISBN: 9789077212868
- Cost: $55.40
- Member: $49.86
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.
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Author: David Smith
ISBN: 9789087531140
- Cost: $180.90
- Member: $162.81
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.
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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
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.
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Author: Office of Government Commerce (OGC)
ISBN: 9780113310319
- Cost: $47.86
- Member: $43.07
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.
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Author: Alan Calder
ISBN: 9789087535407
- Cost: $44.02
- Member: $39.62
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.
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Author: David Alexander, Amanda Finch
ISBN: 9781902505909
- Cost: $59.72
- Member: $53.75
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.
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Author: Jacques A. Cazemier, Paul Overbeek, Louk Peters
ISBN: 9789087535520
- Cost: $69.63
- Member: $62.67
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.
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Author: Office of Government Commerce (OGC)
ISBN: 9780113309733
- Cost: $91.60
- Member: $82.44
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.
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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
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.
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Author: Ray Tricker
ISBN: 9789077212776
- Cost: $107.41
- Member: $96.67
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.
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Author:
ISBN: 9789087530815
- Cost: $88.15
- Member: $79.33
ISO/IEC 20000 An Introduction - eBook
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: $100.01
- Member: $90.01
ISO/IEC 20000 An Introduction - PDF
Book Link: Please click here to download PDF 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.
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: N/A
ISBN: 9789087530815
- Cost: $103.14
- Member: $92.83
ISO/IEC 20000: A Pocket Guide - eBook
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: $29.94
- Member: $26.95
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
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
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
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
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
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
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
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
IT Service Management - Global Best Practices Volume 1 - eBook
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: $138.14
- Member: $124.33
IT Service Management Based on ITIL V3 - A Pocket Guide - eBook
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: $29.94
- Member: $26.95
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
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
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
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
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
IT Service Management: An Introduction
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
(more info)
Author: Jan van Bon, Arjen de Jong, Axel Kolthof, Mike Pieper, Eric Rozemeijer, Ruby Tjassing, Annelies van der Veen, Tieneke Verheijen
ISBN: 9789087530518
- Cost: $155.68
- Member: $140.11
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
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
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
ITIL Lifecycle Publication Suite
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)
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
ITIL Lifecycle Publication Suite - eBook
Book Link: Please click here to download eBook Fact Sheet
Description:
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: $771.27
- Member: $694.14
ITIL Lifecycle Publication Suite - PDF
Book Link: Please click here to download PDF Fact sheet
Description:
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: $771.27
- Member: $694.14
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
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
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
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
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
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.
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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.
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Author: itSMF
ISBN: 954352106
- Cost: $4.28
- Member: $3.85
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.
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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.
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Author: itSMF
ISBN: 954352114
- Cost: $4.28
- Member: $3.85
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.
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Author: itSMF
ISBN: 0952470683
- Cost: $4.28
- Member: $3.85
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.
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Author: itSMF
ISBN: 955124514
- Cost: $15.64
- Member: $14.08
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.
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Author: itSMF
ISBN: 0952470691
- Cost: $4.28
- Member: $3.85
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
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
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
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
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
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
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.
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Author:
ISBN: 9789087531089
- Cost: $135.10
- Member: $121.59
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