ISO 9000, Six Sigma, ISO 17799, ISO 14000, ITIL, BS15000... and Many More
ISO 9000, Six Sigma, ISO 17799, ISO 14000, ITIL, BS15000... and Many More
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CONTENTS
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OGC describe ITIL as "a cohesive set of best practice, drawn from the public and private sectors internationally. It is supported by a comprehensive qualification scheme, accredited training organisations, and implementation and assessment to" It is organized into two main areas, Service Support and Service Delivery. Together, these two areas consist of a number of 'disciplines'. These are as follows: Configuration Management; Incident Management ; Problem Management; Change Management; Service/Help Desk; Release Management; Service Level Management; Capacity Management; Continuity Management; Availability Management; IT Financial Management.
Selected Resources
The prime accompanying resource for ITIL (according to Google) is called The ITIL Toolkit. This comprises a detailed guide to ITIL; an executive management presentation; the ITIL factsheets; an ITIL audit/review kit; various other materials.
Selected Books Note that all these books are shipped internationally, direct from our warehouse in the UK.
This work draws together the advice provided in the five core books by CCTA on service support. It covers: change management; configuration management; help desk management; problem management; software release and rollout; and an explanation of the links between the disciplines.
This publication is the second element in the new ITIL Infrastructure Library, it covers aspects that service providers must take into consideration. Issues covered include: service level management; financial management for IT services; IT service continuity management; availability management contingency planning and capacity management. Each component of service delivery is discussed separately in the book. The purpose of this text is to show the links and the principal relationships between all the service management and other infrastructure management processes. It is the sister publication to service support which was published in 2000.
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