IT Service Management: A guide for ITIL Foundation Exam candidates

By Richard GriffithsJohn SansburyAidan Lawes, et al.

ITIL(R) and IT service management have been practised successfully around the world for more than 20 years. ITIL(R) is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. The objective of the ITIL Service Management framework is to provide guidance applicable to all types of organisations that provide IT services to businesses.

The framework is neither bureaucratic nor unwieldy if used sensibly and in full recognition of the business needs of the specific enterprise. Whether services are being provided by an internal unit of the organisation or contracted to an external agency, all services should be driven by business needs and requirements and judged by the value that they provide to the organisation. Within this context they must also reflect the strategies and policies of the service provider organisation.

Over the past 20 years, the ITIL(R) framework has evolved from a specialised set of service management topics with a focus on function to a process-based framework, which now provides a broader holistic service lifecycle approach. This guide introduces ITIL both to Foundation Examination candidates and to people simply looking to gain a practical understanding of IT service management. The content breaks down into 4 main sections comprising self-contained chapters, which can be read in 5-10 minutes each.

An ITIL(R) Licensed Product.

• Format: Paperback
• Language: English
• ISBN: 1906124930
• ISBN13: 9781906124939
• Release Date: May 2012
• Publisher: BCS, the Chartered Institute for IT
• Length: 200 Pages
• Weight: 0.98 lbs.
• Dimensions: 0.6" x 6.8" x 9.7"