theartofservice

ITIL Service Manager Exam Preparation Course in a Book for Passing the ITIL Service Managers V2 Exam -

The How To Pass on Your First Try Certification Study Guide

Dramatically increase your chances of passing the exam with this new book. The ITIL V2 managers program may be superseded in a few years in favor of the ITIL V3 intermediate exams. HOWEVER The reason why you should invest in this book NOW and pass your ITIL V2 Managers exam is that this is the path to save time and money and achieve your ITIL Expert status via the ITIL V2 Managers path.There are various ways to achieve your ITIL Expert status, but the quickest path to get there is via the ITIL V2 Foundation - ITIL V2 Manager - ITIL V2-3 Manager Bridge programs.

Especially when you attend a Fast Track program for the ITIL V2 Manager Certificate. So for these savvy IT Professionals here is your ITIL V2 Manager exam Preparation book, loaded with hints and tips, exam questions and answers and the key points from the ITIL theory to help you in your preparation for the ITIL V2 Manager Service Support and Service Delivery exams.

Preparing for your ITIL Manager’s Exam is a process in itself.

You can try and memorize EVERYTHING from your Course, or you can prepare yourself with this book - specifically geared toward you passing your exam.

Now – based on years of experience in running ITIL Managers Courses, here is the ultimate ITIL v2 Manager’s Exam Preparation Study Guide - so you don’t have to create your own study aid.

In it you will find detailed factsheets for all processes, mindmaps/table of interprocess relationship for all processes, exam answering tips, as well as a complete practice ITIL Manager Exam for Service Delivery and Service Support, and answering guide.

Read Full Post »

Part 1 of 3

The evolution of the Internet has shown the power behind social networks. The power is so substantial that President Barack Obama tapped into the technology during his campaign to understand and respond to public opinion effectively. Many experts declare that his campaign’s use of the web was one of the drivers to his election.

Social networks consist of groupings of individuals in a variety of interests, causes, and issues. The intent of the grouping is to share, discuss, and promote the goals of the group. A single individual can belong to more than one grouping within the network.

Put the concept of social networking into a business context and the emergence of a new tool becomes available for companies looking to tap into their knowledge resources. Unlike the social networks found on the web, the business implementation of the concept is focused on two objectives: encouraging collaboration and finding innovation. How is a social network created?

A social network can be created using any tool or methods. There are social networking applications that are available for purchase by any company. Whatever the tool and methods used, the most effective social networks build on enabling three prime opportunities: participation, identification, and creativity. Building on these opportunities will allow success in any social network.

Read Full Post »

“The Art of Service offered me the most cost-effective solution for achieving Intermediate-level ITIL v3 accreditation: self-paced e-Learning allowed me to avoid taking unpaid time away from client engagements, and an aggressive price-point made the investment a “no brainer”. Remote learning introduces new problems which are often outside of the service provider’s control; both the The Art of Service and EXIN’s responsive, “can-do” attitude ensured that those few problems I had were quickly resolved. If you are self-funded, well-motivated, and impatient, this approach to ITIL certification is definitely the way to go. ”      James Royan, UK 5.0 out of 5 stars ITIL V3 Foundations Complete Certification Kit, May 18, 2009 By     Rajesh Srivastava (GA,USA) Excellant source to prep for Foundations course. It is important to go through all questions in the books and online quizzes. 4.0 out of 5 stars ITIL v3 Foundation Complete Certification Kit, May 17, 2009 By     Toby Hosterman (Florida) I recommend this product. I like the combination of book and online presentations. While at first I was a little surprised by how thin the book was, I’m very satisfied with the depth and breadth of content. I’m still reading the book, but so far I am retaining the information very well. This is partly because I’m reading the text first, then following up with the online presentations. I like the section review questions. I haven’t tried the test prep stuff yet, but I’m confident that I’ll be well-prepared. 5.0 out of 5 stars ITIL V3 Foundation Certification Kit, May 14, 2009 By     Blanca H. Pardo Camacho “Helena” Excellent service and great material. The book and online chapter presentations provide a study alternative. I will recommend it. 5.0 out of 5 stars Prompt and excellent, May 14, 2009 By     Carol Meade Got it on time and ITIL is a significant value add to the process of proj management. The kit is wonderful and complete and I recommend it for anyone wanting to certify. Thanks a lot to the Art of Service folks.. 4.0 out of 5 stars A Must Read for any IT Manager, May 14, 2009 By     Jayson DS (Bay Area CA) The ITIL V3 Foundation is a must ready for any IT / Operations Manager. It provides a holistic approach to managing your companies IT department in a efficient and effective method. I’ve read the book, taken the online / in book tests and had passed the ITIL V3 Foundation certification with no problem. Thank you Jayson DS 5.0 out of 5 stars ITIL v3 Foundation Complete Certification Kit, May 14, 2009 By     Stuart L. Koegle (Virginia Beach, Virginia United States) Complete study course with excellent video from the WEB page. I would highly recommend this for any beginner needing to understand more about ITIL.

ITIL V3 Foundation Complete Certification Kit - 2009 Edition: Study Guide Book and Online Course Buy Now The ITIL ® (Information Technology Infrastructure Library) V3 Foundation Complete Certification Kit is the most complete guide for anyone involved in IT Service Management and who are aiming to take the ITIL V3 Foundation exam, whether they be first-time ITIL learners or seasoned IT professionals. Still a number one best-seller for IT Management from Amazon.com to Barnes and Noble and many more, this 2009 edition has refreshed the study guide and online learning program, with its updated, inspiring, and detailed plan for passing your ITIL V3 Foundation exam on the first attempt. With new examples, instructions, and cautionary advice, the ITIL V3 Foundation Complete Certification Kit is, to quote numerous of ITIL certified clients, “the gold standard of ITIL Certification.” As the industry standard in terms of Process, Service and Lifecycle Management for IT, the ITIL Foundation exam is the most popular entry-level certification, particularly for individuals switching from another career to IT. This kit prepares you for the certification exam by offering valuable information on the ITIL framework, ITIL certification and IT Service Management as a practice. This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the ITIL V3 Foundation certification exam, including: Real-world scenarios that describe what you’ve learned in the context of service solutions. These include thought provoking questions to challenge your thinking and understanding. Section reviews for each chapter to help you zero in on what you need to know and includes practice exam questions. A Real World Guide to ITIL V3 Skills. Key information and real world examples organized around the actual day-to-day tasks and challenges you’ll face in the field of IT Service Management. Ability to assess what you’ve learned with challenging ITIL Foundation exam style questions. Adobe Flash presentations that you can view and replay as many times as required, facilitated by certified ITIL trainers who explain each of the topics and concepts of ITIL. Materials developed on the specific syllabus and exam criteria - so that you can be confident in achieving exam success on your first attempt. Editorial Reviews Read the book, took the online course and test, PASSED. This ITIL exam prep book and course are an invaluable study aid for passing the ITIL Foundation exam. Highly recommended. I’ve been an IS project manager for over 10 years. I’ve studied ITIL materials in preparation, but took no courses or workshops. I studied this book and its accompanying course for 10 days immediately preceding my exam. Read the book about 3 times. I took the ITIL Foundation exam and got 98% of the questions correct. I think that the study tips in the book and course helped me get about 15-20 questions right that I might have otherwise missed. (your mileage may vary). The book and course made me confident in sitting the exam, and is the best such book that I’ve come across. Worth it especially since you have access to the online learning component as well. Good focus on ITIL’s processes (things important to ITIL Foundation and passing the test that your experience in IT may not help you) Highly recommended, I passed in one go! Buy Now 5.0 out of 5 stars ITIL V3 - Art of Service - Great Material, May 14, 2009 By     Sean Leader “Consultant” (Ft. Lauderdale, Florida) I used the book and online course in preparation for the ITIL v3 Foundation certification test. The information in the book is on target and clear to understand. I read the book, did the online course along with the practice questions and re-read the book to strengthen my understanding of the ITIL processes. I passed the exam on my first try. I will continue to use this book as a reference. Highly recommended ! 5.0 out of 5 stars ITIL V3 Foundation Certification Kit Review, May 14, 2009 By     Al Martin (Chicago, IL United States) This is an excellent resource for those interested in taking the ITIL Foundation certification exam. Communication by the seller is excellent and extremely helpful. The online course is fantastic. It also has multiple practice quizzes as well as a 40 question mock exam at the end. Very nicely done! Cheers! 4.0 out of 5 stars Does what it says on the tin, May 14, 2009 By     S. Barker (Rotherham, UK) The book is short and sweet telling you what you need to know to pass the exam. This is what I bought it for an after 4 days of reading the book and doing the practice exams I took and passed the foundation exam. 5.0 out of 5 stars Great start for a great price!, May 14, 2009 By     William C. Lisse Jr. “Security Shark” (Dayton, OH United States) The IT Infrastructure Library (ITIL) is a consistent and comprehensive documentation of best practice for IT Service Management (ITSM). As the most widely accepted approach to ITSM in the world, it is a keystone for IT professionals. The ITIL V3 Foundation Complete Certification Kit delivers on its promises and provides an easy to understand and convient method that enables people to understand the terminology used within ITIL. It focuses on foundation knowledge with regard to the ITIL Service Support and Service Delivery sets necessary for the EXIN Certification Exam. Access and navigation are also easy. The eBook supports the online presentations. Best of all is its reasonable price!

Read Full Post »

Knowledge Management has become a trendy term that has a lot of promise. Most of the publicity speaks about businesses reinventing themselves into learning organizations and knowledge-based companies and little can be produced as to the exact benefits from any particular implementation until the effort has been in place for a significant period of time. Sure – short terms benefits can be realized and this cannot be discredited, but the long-term benefits of knowledge management is the result of consistent and disciplined execution of the process over time.

What cannot be denied though is the value of knowledge in business. The presence of good knowledge is the basis for creating new strategies, modifying processes and policies, modernizing systems, and improving performance. But consider that knowledge is only raw material for building the products and services of a business like any manufactured product. The use of inferior raw material creates an inferior product.

Whether an organization is hoping to created a full fledge knowledge-based culture or not, the role of knowledge management professionals play a specific part in refining the raw materials of knowledge in the company to something usable. Their tools and techniques are numerous and cover several disciplines. In the truest sense, knowledge management professionals are only facilitators for knowledge sharing and usage. They serve to find ways to refine the knowledge produced and share those methods to the organization for them to adopt.

How knowledge management professionals are used depends on the company and the strategic direction for the role. In most cases, the functions already exist in the form of technical writers, editors, consultants, project managers, data base developers, or the like. Consider recognizing the knowledge management role of these functions. Encourage the refinement of knowledge in the business. The results may be advantageous.

Read Full Post »

ITIL V3 Intermediate Lifecycle program: Service Strategy SS

Start Today with your ITIL Intermediate Service Strategy eLearning course - flexibile, accredited certified online ITIL eLearning.

Course Description:

This Online Learning course immerses learners in the overall concepts, processes, policies and methods associated with the Service Strategy phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Strategy stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Which ITIL topics are covered in this course?

The Service Strategy Certificate covers the following ITIL processes:

• Service Strategy principles
• Defining services and market spaces
• Conducting strategic assessments
• Financial Management
• Service Portfolio Management
• Managing demand
• Driving strategy through the Service Lifecycle
• Understanding Critical Success Factors and risks

Audience: The Service Strategy Lifecycle course will be of interest to:

• Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
• Individuals who require a deeper understanding of the Service Strategy stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization
• IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in Service Strategy
• Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite
• A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management, coordination and integration of strategy activities within the Service Lifecycle.

Learning Objectives:

At the end of this course, the learner will gain competencies in:

• Understanding Service Management as a Practice and Service Strategy principles, purpose and objective
• Understanding how all Service Strategy processes interact with other Service Lifecycle processes
• The activities, methods and functions used in each of the Service Strategy processes
• The roles and responsibilities within Service Strategy and the activities and functions to achieve operational excellence
• How to measure Service Strategy performance
• Understanding technology and implementation requirements in support of Service Strategy
• The challenges, critical success factors and risks related with Service Strategy

What’s the difference between the Lifecycle and Capability certificates?

The Lifecycle and Capability certificates comprise the two streams, or branches, of the ITIL v3 intermediate-level qualification scheme.

The Lifecycle stream-which includes the Service Strategy qualification-consists of five modules or certifications. These certifications focus on the Service Lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality Service Management practices in an organization.

The Capability certificates, which are made up of four modules, are geared toward those who want a thorough understanding of v3 processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire Service Lifecycle.

Prerequisites:

Candidates for this course must:

• Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
• There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

About the Examination:

• Evidence of ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of the Service Strategy Lifecycle course from an Accredited Training Provider is required to sit the exam
• It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy book in preparation for the examination.
• The syllabus can be downloaded from: http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
• Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
• Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
• Pass score is 28/40 or 70%
• Distinction pass score is under consideration

Credits:

• Upon successful passing of the ITIL v3 Service Strategy Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme.
• Project Management Institute – Professional Development Units (PDUs) = 21

Is this course accredited?

Yes! EXIN, the official ITIL accreditor, has accredited this course and the instructors who teach it as providing high-quality training in IT Service Management.

Read Full Post »

In 1959, Peter Drucker coined the term ‘knowledge worker.’ Almost 50 years later, organizations are still struggling with the concept and implementation of knowledge management, despite the fact nearly a third of the employed in the United States are considered knowledge workers with the number rising. The most basic definition of the term refers to any individual who is employed based on their knowledge of a subject matter. Within information technology, this covers nearly every person outside of the Service Desk, especially developers, systems administrators, information security and the like.

But are these knowledge workers being utilized for the most value to the company? Where the culture is not based on learning and creating knowledge, the answer is “no.” To change a culture, the company must start with changing the conversations present in the organization. The beginning starts at the top with strategic objectives. But that’s not enough because often other conversations within the organization cloud the effort, specifically conversation focused on cutting costs, increasing speed,and automation. Ironically, these business concerns are the very efforts that need the creativity and innovation available based a knowledge based culture. The result is a human paradox, one that requires a focused attempt at changing the entire organization’s paradigm.

The most consistent and effective agent of change is recognizing efforts in knowledge use and sharing. For instance instead of promoting and measuring cost cutting, change the direction to promoting the number and quality of innovations that directly impact the revenue or expenses of company. The change encourages the knowledge worker while effectively generating ideas for increasing revenue or decreasing expenses.

Enable the knowledge worker in generating proposals, business cases, and and other methods for communicating their ideas effectively in business terms. This may consists of templates, education, or having people who specialize in creating such documentation available. The goal in a culture based on knowledge is empowerment of thought over action. In this case, the empowerment starts with changing the conversations of the organization.

Read Full Post »

ITIL Alignment Begins With Service Catalog Management

Service Catalog Management is a key component of the ITIL Framework. Carefully planned and documented IT Service Management (ITSM) processes are becoming an increasingly important component in the delivery of higher customer satisfaction. The Service Catalog Process Kit provides a wide variety of resources to boost your understanding and ability to implement Service Catalog Management in your organization.

This Kit covers Service Catalog fundamentals the use of Service Catalogs as a core IT tool covering the services themselves, default capabilities, measures and primary means of access and provision. It then shows how this tool is pivotal in demonstrating the value IT provides to facilitate business operations. Put together by The Art of Service’s industry experts and using real case studies, this valuable kit takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and how to implement them successfully within an organization.

This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and implementation of an IT service organization that meets today’s standards. It is tailor-fit for IT managers who need to move towards a services-oriented organization, but they don’t have the time or resources at hand to develop the required templates and structure for implementation.

Buy with confidence

All contents of this collection are 100% guaranteed. See below for details.

26 Actionable Documents That Will Make Your Job Easier!

The Service Catalog Process Kit will take you and your team through each step of the implementation process. Below is a description of each document:

Included are THREE full blown Service Catalogs, ready for you to adopt to your own environment

1. Business and IT Service Mapping The first key task during a SLM implementation is to map the current Business Process to the provision of IT Services. This document guides you through this. Plus you will get a template to capture the information.

2. Business Justification Document This template is a business case document that will help you structure a successful document that can be presented to senior management and board members justifying the need for Service Level Management in your organization.

3. Communication Plan To be successful with a process implementation it is important to have a communication plan in place. This document provides an approach and a list of documents that need to be created for your communication campaign.

4. Corporate Based SLA This document is a template for Service Level Agreements at a Corporate Level.

5. Customer Based SLA This document is a template for Service Level Agreements at a Customer Level.

6. E-Mail Text During your communication campaign it is important to let the IT staff know about the Service Level Management process and the benefits it will provide to them. This document provides a useful template for this communication.

7. Functional Specifications Template for the functional specification of the services being provided by the IT department. This would be written in Business English.

8. Technical Specifications Template for the technical specifications of the services provided by the IT department. This would be written in Technical English.

9. Operational Level Agreements This template provides a structure for agreeing and creating agreements on services provided by internal departments within the Organisation.

10. SLM Powerpoint Presentation During the implementation it is considered best practice to involve all necessary parties. To get significant buy-in across the organization a number of road shows may need to be conducted. This powerpoint presentation provides you with 1 hour of slides defininge Service Level management.

11. Service Based SLA This document is a template for Service Level Agreements.

12. Service Catalog Medium The Service Catalogis a list of Services that the IT Department can or does deliver to its Customers.

13. Price List Template or Appendix that can be used to show a break down of the price for each service.

14. Service Level Project Plan This documents provides a skeleton outline for planing and project managing your process implementation.

15. Service Level Management Policies and Guidelines It is important to set Policies and Guidelines for your Service Level Management process. This document provides a structure and written words.

16. Service Level Management Process Template This document includes a series of objectives and goals for the SLM process along with a skeleton map of the process itself. It also includes a process for instigating and running a Service Improvement Program.

17. Service Level Management Review Document This document provides a guideline for reviewing your organizations current Service Level Management process. It will provide you with a maturity level for the process and highlight those areas that are open for improvement.

18. Service Level Management Scope Document All processes need to have a Scope. This document will provide a template for creating your Scope for the Service Level Management process.

19. Service Level Requirements A template and list of questions for gathering the Customers requirements regarding desired services.

20. Service Options Template for breaking the services into options, i.e. Gold, Silver, Bronze level of Service.

21. SLM Flyer - Business and IT Flyers During your communication campaign it is important to let the organisation now what IT is doing. These flyers present an easy way of doing this.

22. Reports and KPI targets and additional metrics A list of key reports and Key Performance Indicators for the Service Level Management process, plus additional metrics that may need to be considered.

23. SLM Process Manager Document This document outlines the role, responsibility and tasks of the SLM Process Manager. It also includes a brief outline of the necessary skills needed by a SLM Process Manager.

24. Underpinning Contracts This template provides a structure for agreeing and creating Underpinning Contracts with External Service Providers.

25. Full Service Catalog Large Full Service Catalog template

26. Full Service Catalog Extended Extended Service Catalog template

The documents listed above correspond directly with IT Infrastructure Library (ITIL) processes. Clear instructions explaining the application of each template are provided within the corresponding documents.

The Service Catalog Process Kit is Yours Risk Free Today!

Read Full Post »

Complete Handbook of IT service Management and ITIL V3 Roles and Responsibilities. How does your organization match IT roles to ITIL roles?

Many of our clients asked us for help in ITIL v3 role and responsibility descriptions, here is the utterly excellent guide to roles and responsibilities in ITIL v3.

If you have ever worked in, been a partner or managed an IT organization, this book will not only answer a lot of your troubling questions, it will also explain matters that you did not know the questions to - just the obnoxious frustration of something that was not working.

It is with incredible ease, yet depth and understanding that this book ploughs through the important issues that concerns not only HR managers and CIOs, but anyone who wants to climb up the ladder.

It explains how you got to balance your IT staff (process managers and specialists) and why it is so vitally important to mix people on the right combination of processes and projects (brains, grey hair and procedure projects) as this builds up the organization’s human capital, and provides the means and profitability to continue to align with business objectives and grow.

This book is not filled with theoretical babble but practical and useful information, knowledge and experience!

The book is divided into six parts : CSI, Service Design, Service Operation, Service Strategy, Service Transition and ISO/IEC 20000. All in all it comprises of 52 documents.

Read Full Post »

In 1959, Peter Drucker coined the term ‘knowledge worker.’ Almost 50 years later, organizations are still struggling with the concept and implementation of knowledge management, despite the fact nearly a third of the employed in the United States are considered knowledge workers with the number rising. The most basic definition of the term refers to any individual who is employed based on their knowledge of a subject matter. Within information technology, this covers nearly every person outside of the Service Desk, especially developers, systems administrators, information security and the like.

But are these knowledge workers being utilized for the most value to the company? Where the culture is not based on learning and creating knowledge, the answer is “no.” To change a culture, the company must start with changing the conversations present in the organization. The beginning starts at the top with strategic objectives. But that’s not enough because often other conversations within the organization cloud the effort, specifically conversation focused on cutting costs, increasing speed,and automation. Ironically, these business concerns are the very efforts that need the creativity and innovation available based a knowledge based culture. The result is a human paradox, one that requires a focused attempt at changing the entire organization’s paradigm.

The most consistent and effective agent of change is recognizing efforts in knowledge use and sharing. For instance instead of promoting and measuring cost cutting, change the direction to promoting the number and quality of innovations that directly impact the revenue or expenses of company. The change encourages the knowledge worker while effectively generating ideas for increasing revenue or decreasing expenses.

Enable the knowledge worker in generating proposals, business cases, and and other methods for communicating their ideas effectively in business terms. This may consists of templates, education, or having people who specialize in creating such documentation available. The goal in a culture based on knowledge is empowerment of thought over action. In this case, the empowerment starts with changing the conversations of the organization.

Read Full Post »

The ITIL V3 Factsheet Benchmark Guide

• 100% re-researched edition includes 5 Lifecycle phases, 19 Processes, 4 Functions, 51 Mindmaps and 29 other diagrams
• 150 hours of work poured into 132 pages of real life data for this Guide
• Download your copy instantly
• 100% Satisfaction Guaranteed

Known as the “ITIL V3 Encyclopedia”, The Art of Service’s Guide brings you exclusive data for all ITIL V3’s 19 processes, plus implementation advice, supporting info and related processes help into one handy Guide for you.

Use our 51 MindMaps and 19 tables of ITIL data to:

• Compare your ITIL approach to your competitors’ and best practice
• (Re)design your ITIL processes and activities to improve results — based on The Art of Service’s new extensive MindMaps
• Get more insight in the processes activities
• Convince your boss (or client) to OK your implementation ideas and budget
• Discover if the new ITIL processes and activities or other advanced tactics are worth applying for your organization
• Find out how relations between processes differ by process (lots of data.)

This 100% re-researched 2007 Guide is not just one solitary study, but contains the results of dozens of research studies. Just have a look at the table of contents listing all processes and activities covered

SIX key areas included:

Service Strategy Processes

• FINANCIAL MANAGEMENT FOR IT SERVICES
• SERVICE PORTFOLIO MANAGEMENT
• DEMAND MANAGEMENT

Service Design Processes

• SERVICE CATALOG MANAGEMENT
• CAPACITY MANAGEMENT
• AVAILABILITY MANAGEMENT
• IT SERVICE CONTINUITY MANAGEMENT
• INFORMATION SECURITY MANAGEMENT
• SUPPLIER MANAGEMENT

Service Transition Processes

• KNOWLEDGE MANAGEMENT
• CHANGE MANAGEMENT
• RELEASE MANAGEMENT
• DEPLOYMENT MANAGEMENT
• SERVICE ASSET MANAGEMENT
• CONFIGURATION MANAGEMENT
• SERVICE VALIDATION AND SERVICE TESTING

Service Operation Functions

• SERVICE DESK FUNCTION
• TECHNICAL MANAGEMENT FUNCTION
• APPLICATION MANAGEMENT FUNCTION
• IT OPERATIONS MANAGEMENT FUNCTION

Service Operation Processes

• REQUEST FULFILLMENT
• INCIDENT MANAGEMENT
• PROBLEM MANAGEMENT
• ACCESS MANAGEMENT
• EVENT MANAGEMENT

CSI Processes

• SERVICE LEVEL MANAGEMENT
• SERVICE MEASUREMENT
• 7 STEP IMPROVEMENT PROCESS

Top 5 Questions The ITIL V3 Factsheet Benchmark Guide Answers for You:

1. What works best to get more results from process implementations? What is the linkage between all activities?
2. What are the activities and processes I need to implement in my situation?
3. How do activities differ by process?
4. What impact does adding or leaving out of activities have on results?
5. How should I design process activities to shorten implementation time and cost?

Yes, this edition is *vastly* different from last year’s Guide. Here’s how:

Don’t get us wrong — last year’s Guide (The ITIL V2 Factsheets) was pretty darn good. However, this year’s Guide is even better, including ALL the information on ITIL V3.

Order today and you’ll get a personal copy of the PDF to download instantly.

Plus, as always your purchase is risk-free because you’re covered by The Art of Service’s 100% satisfaction guarantee. If you’re not satisfied, return your copy (and wipe the PDF from your computer) for a speedy 100% money-back refund. We pride ourselves in great customer service — so feel free to contact us at any time with questions. Call +61732522055

Reader Reviews of past editions:

“Just bought and have already devoured your Guide - it’s even better than I expected and my expectations were high.”

“Now when clients ask stupid process or activity questions we don’t have to spend hours researching relations and implications. This is an invaluable reference book.”

“I take it into bed for night time reading (I love this stuff!) and mark it up with a highlighter and sticky notes. The Art of Service’s reports are always so well edited & organized. My ITIL advice? Run, don’t walk, and order your copy today. This may be the best investment you make in preparation for adopting ITIL and researching ITIL V3 products or services.”

You will also receive!

As a thank you we’d like you to have free access to the ITIL V2-V3 Bridging course on our eLearning platform - so you gain the insight you need in ITIL V3 now, on us - enjoy!

Order Here Risk-Free

Read Full Post »