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| Service Operation Itil, Version 3 (Itil) | 
 enlarge | Authors: David Cannon, David Wheeldon
Publisher: Stationery Office
Category: Book
List Price: $199.50
Buy New: $125.57
You Save: $73.93 (37%)
New (17) Used (2) from $125.57
Avg. Customer Rating:  2 reviews
Sales Rank: 225852
Media: Paperback
Edition: Version 3
Pages: 262
Shipping Weight (lbs): 2.2
Dimensions (in): 10.9 x 8.4 x 0.7
ISBN: 0113310463
Dewey Decimal Number: 658
EAN: 9780113310463
ASIN: 0113310463
Publication Date: May 31, 2007
Availability: Usually ships in 1-2 business days
Condition: Sealed and New. In stock - Sent fast from British booksellers.
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Product Description
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. To ensure it is integrated with the rest of the ITIL library, guidance is based on a selection of familiar service support and service delivery control points.Concepts and guidance in this publication include:* Change Management * Application Management * Operations Management * Scaleable practices * Measurement and control * Control processes and functions
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| Customer Reviews:
 The ITIL Blue Book on steroids December 27, 2007
As one of the official reviewers for this book I will of course have only good things to say...
It should be pointed out that ITIL v3 is a replacement for v2. The Service Operations book is an excellent "take me to the next step" for the hundreds of thousands of people around the world that have taken the v2 Service Support book to heart.
This text is likely to be the one that most IT professionals can relate to most strongly. The book begins in the same manner as the other 4 publications in the lifecycle, with generic discussions on service management, services and general functions and processes across the lifecycle.
The principles of Service Operations is dealt with in 14 pages touching on topics such as defining the functional units of Service Operation and (the largest part of this section) the issues of 'balance' that faces IT Management (internal vs. external, stability vs. responsiveness, cost vs. quality, reactive vs. proactive).
Next comes 40 pages on the Serivce Opertations processes. Event, incident, request, problem and access management are introduced and this is followed by a fairly comprehensive overview on Service Operation activities.
For those that are ITIL v2 aware, the Service Operation acitivities is a summary of the areas that were covered in the ICT Infrastructure Management text.
The book then moves into a section on functional organization considerations for Service Operation, followed by Technology issues across the different process areas (the technology section is not comprehensive, but you will get the idea).
Rounding out the text is the traditional implementation considerations and the associated challenges, risks and success factors that should occupy some mindspace of the implementation team.
 The long wait is over for ITIL v3 November 28, 2007
0 out of 1 found this review helpful
A lot of work has gone in developing ITIL v3 's Life cycle management - and it shows. This title is one of 5 in the core set and the one that is the most accessible and practically applicable to most It organizations.
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