ISO/IEC 20000 (ISO 20000) is the international standard for IT Service Management. The global move toward ISO 20000 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 provides an easy, accessible introduction:
- to promote the awareness and the acceptability of ISO 20000 as a valid standard for IT Services organizations;
- to support ISO 20000 training and certification;
- to produce a detailed guide to the core content of ISO 20000, for practitioners.

This book covers the knowledge required to pass the ISO/IEC 20000 Foundation examination.

Part of the ITIL Core Library. See Lifecycle Suite

Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasized 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.

The ITIL Lifecycle Publication Suite contains ITIL's most recent version, Version 3 (V3), and represents an important evolutionary step in its life. The refresh has transformed the guidance from providing a great service to being the most innovative and best in class. At the same time, the interface between old and new approaches is seamless so that users do not have to reinvent the wheel when adopting it. V3 allows users to build on the successes of V2 but take IT service management even further.

Enjoy considerable cost savings by purchasing the core ITIL Version 3 publications as a collection:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
  

Part of the ITIL Core Library. See Lifecycle Suite

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

Part of the ITIL Core Library. See Lifecycle Suite

By focusing on delivery and control process activities, a highly desirable, steady state of managing services can be achieved on a day-to-day basis.

Part of the ITIL Core Library. See Lifecycle Suite

A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every stage of the service lifecycle stays focused on the business case and relates to all the companion process elements that follow. Subsequent titles link deliverables to meeting the business goals, requirements and service management principles described in this publication.

Part of the ITIL Core Library. See Lifecycle Suite

Service Transition focuses on the broader, long-term change management role and release practices, so that risks, benefits, delivery mechanism - and the ease of ongoing operations of service - are considered.

This book provides valuable guidance and process activities for the transition of services into the business environment.

This Pocket Guide, an official itSMF title, is a concise summary of ITIL^®. A quick, portable reference tool to this leading standard within the Service Management community.

This Complimentary workbook (MS Excel 2003) was created by ITSM Academy as a tool to assist organizations looking to justify a best practice improvement program.

Each worksheet has a sample ROI calculation based on actual ITSM Academy client successes.

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

This publication is your gateway to ITIL. It explains the basic concept of IT Service Management and the place of ITIL, introducing the new lifecycle model, which puts into context all the familiar ITIL processes from the earlier books. This title introduces ITSM and ITIL, explains why the service lifecycle approach is best practice in today's ITSM, and makes a persuasive case for change.

The ITSM Process Design Guide
Developing, Reengineering, and Improving IT Service Management 

While popular frameworks and standards (ITIL, COBIT, ISO 20K, etc.) describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide, the definitive source for ITSM process design, closes that knowledge gap.

This textbook, which included sample templates, is used in all ITSM Academy Certified Process Design Engineer (CPDE) courses.

Visible Ops: Implementing ITIL® in 4 Practical and Auditable Steps, the second edition of the Handbook from the IT Process Institute (ITPI), is designed to jumpstart implementation of controls and process improvement in IT organizations needing to increase service levels, decrease costs, and increase security and auditability.