ITIL®

ITIL was created in the 1980s by the UK government’s CCTA (Central Computer and Telecommunications Agency) with the objective of ensuring better use of IT services and resources. ITIL is now owned by AXELOS: the current version is ITIL 2011 Edition (published July 2011), which updates ITIL v3.

ITIL advocates that IT services must be aligned with the needs of the business and underpin the core business processes. It provides guidance to organizations on how to use IT as a tool to facilitate business change, transformation and growth. The ITIL best practices are described in five core guides that map the entire ITIL Service Lifecycle (see Figure).

• Service Strategy – understanding who the IT customers are, the service offerings to meet their needs, and the IT capabilities and resource to deliver the services
• Service Design – assures that new and changed services are designed effectively to meet customer expectations, including the technology, architecture and processes that will be required

The ITIL service lifecycle


• Service Transition – the service design is built, tested and moved into production to assure that the business customer can achieve the desired value
• Service Operation – delivers the service on an ongoing basis, including managing disruptions to service and supporting end-users
• Continual Service Improvement – measures and improves the service levels, the technology and the efficiency and effectiveness or processes. It incorporates many of the same concepts articulated in the Deming Cycle of Plan-Do- Check-Act

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  • ITIL® 4 Foundation Courseware - English

    Besides the ITIL® 4 Foundation Courseware - English (ISBN: 978 94 018 0394 6) publication you are advised to obtain the ITIL® 4 - A Pocket Guide (ISBN: 978 94 018 0439 4). The course is designed as an introduction to ITIL 4 and enables you to understand a new way to look at IT Service Management through a Service Value System (SVS). ITIL 4 provides an end-to-end picture of what means to contribute to business value, and also integrates concepts from models such as Lean IT, Agile and DevOps. This course is for those who are involved in the delivery of IT services and need an understanding of best practice in IT Service Management. Student must pass a 60 minute, 40 question closed book multiple choice, examination with a passing score of 65% in order to receive this certification. You can write the exam at any time and at any place after the course. The test is done via your own computer proctored via webcam. Candidates wishing to be trained and pass the exam for this qualification would be recommended to have a general awareness of IT and appreciation of their own business environment. You’ll learn: • Understand the key concepts of service management • Understand how the ITIL guiding principles can help an organization adopt and adapt service management • Understand the four dimensions of service management • Understand the purpose and components of the ITIL service value system • Understand the activities of the service value chain, and how they interconnect • Know the purpose and key terms of 18 ITIL practices • Understand 7 ITIL practices ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. This product is only for courseware partners, affiliates or designated students. Learn More
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  • ITIL® 4 – Pocket Guide

    De ITIL pocketguides van Van Haren Publishing worden al lange tijd beschouwd als een betrouwbare gids op het gebied van ITIL, in vele taalversies. Deze publicaties hebben een vaste plaats verworven als naslagwerk voor professionals en als hulpmiddel bij het toepassen van best practices in een organisatie. Deze pocketguide maakt lezers bekend met het ITIL 4 framework door: • inzicht te verkrijgen in de belangrijkste concepten van servicemanagement • te begrijpen hoe de zeven ITIL-basisprincipes een organisatie kunnen helpen bij het adopteren en toepassen van servicemanagement • inzicht te verkrijgen in de vier dimensies van servicemanagement • inzicht te verkrijgen in het doel en de componenten van het ITIL-servicewaardesysteem • inzicht te verkrijgen in de zes activiteiten van de servicewaardeketen en hoe deze onderling verbonden zijn • het doel en de belangrijkste begrippen van 15 van de 34 ITIL-practices te leren kennen • zeven van die 15 ITIL-practices in detail te leren begrijpen Deze pocketguide geeft uitleg over alle exameneisen voor het ITIL 4 Foundation examen en biedt tevens ondersteuning voor iedereen die eerdere ITIL-edities kent en op zoek is naar een brug naar deze nieuwe editie. ITIL 4 heeft een grote sprong gemaakt in de moderne wereld van IT-servicemanagement, waarbij de nieuwste principes en practices worden behandeld op een klantgerichte en servicegerichte manier. Learn More
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  • ITIL® 4 – Pocketguide 2de druk

    De ITIL pocketguides van Van Haren Publishing worden al lange tijd beschouwd als een betrouwbare gids op het gebied van ITIL, in vele taalversies. Deze publicaties hebben een vaste plaats verworven als naslagwerk voor professionals en als hulpmiddel bij het toepassen van best practices in een organisatie. Deze pocketguide maakt lezers bekend met het ITIL 4 framework door: • inzicht te verkrijgen in de belangrijkste concepten van servicemanagement • te begrijpen hoe de zeven ITIL-basisprincipes een organisatie kunnen helpen bij het adopteren en toepassen van servicemanagement • inzicht te verkrijgen in de vier dimensies van servicemanagement • inzicht te verkrijgen in het doel en de componenten van het ITIL-servicewaardesysteem • inzicht te verkrijgen in de zes activiteiten van de servicewaardeketen en hoe deze onderling verbonden zijn • het doel en de belangrijkste begrippen van 15 van de 34 ITIL-practices te leren kennen • zeven van die 15 ITIL-practices in detail te leren begrijpen Deze pocketguide geeft uitleg over alle exameneisen voor het ITIL 4 Foundation examen en biedt tevens ondersteuning voor iedereen die eerdere ITIL-edities kent en op zoek is naar een brug naar deze nieuwe editie. ITIL 4 heeft een grote sprong gemaakt in de moderne wereld van IT-servicemanagement, waarbij de nieuwste principes en practices worden behandeld op een klantgerichte en servicegerichte manier. Learn More
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  • ITIL® 4 – A Pocket Guide

    The ITIL pocket guides of Van Haren Publishing are since long recognized as the industry classic guide on the topic of ITIL, in many languages. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This pocket guide will provide readers with an understanding of the ITIL 4 service management framework, by: • understanding the key concepts of service management • understanding how the seven ITIL guiding principles can help an organization adopt and adapt service management • understanding the four dimensions of service management • understanding the purpose and components of the ITIL service value system • understanding the six activities of the service value chain, and how they interconnect • knowing the purpose and key terms of 15 of the 34 ITIL practices • understanding seven of these 15 ITIL practices in detail All exam requirements for the ITIL 4 Foundation exam are covered in this pocket guide. It also provides support for everyone who has knowledge of previous ITIL editions and is looking for a bridge to the new edition. ITIL 4 took a big leap into the modern world of IT service management, covering the latest principles and practices in a customer-focused, service-centric way, enabling Agile principles for maximum support of any business. Learn More
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  • Les Fondamentaux d'ITIL® V3

    Note: This book is available in several languages: Dutch, English, Frenc... Learn More
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  • Foundations of IT Service Management Based on ITIL® V3

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  • Fundamentos de ITIL® V3

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  • Gestión de Servicios TI basado en ITIL® V3 - Guia de Bolsillo

    Note: This book is available in several languages: Italian, Spanish. ... Learn More
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  • Implementing Metrics for IT Service Management

    This book “Implementing Metrics for IT Service Management” provides a... Learn More
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  • Foundations of ITIL® V3

    Note: This book is available in several languages: Dutch, English, Frenc... Learn More
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  • IT Service Management from Hell based on Not ITIL

    A humorous approach to a universally adopted standard. Learn More
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  • Defining IT Success Through The Service Catalog

    The Service Catalog is a fundamental IT tool covering the services... Learn More
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  • RESILIA™ Pocketbook: Cyber Resilience Best Practice

    This pocketbook concisely summarizes the core publication (see below) em... Learn More
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  • ITIL® Foundation Handbuch

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  • Adopting Service Governance - Governing portfolio value for sound corporate citizenship

    Adopting Service Governance provides a useful umbrella for a number of... Learn More
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  • RESILIA™ Cyber Resilience Best Practices

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  • SERVICE OFFERINGS AND AGREEMENTS: ITIL® 2011 INTERMEDIATE CAPABILITY HANDBOOK

    Updated in line with the 2011 editions and Service Offering and Agreemen... Learn More
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  • PLANNING, PROTECTION AND OPTIMIZATION: ITIL® 2011 INTERMEDIATE CAPABILITY HANDBOOK

    Updated in line with the 2011 editions and Planning, Protection and... Learn More
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  • Metrics for Service Management:

    This title is the sister book to the global best-seller Metrics for IT... Learn More
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  • IT Service Management Based on ITIL® 2011 Edition

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  • IT-servicemanagement op basis van ITIL® 2011 Editie

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  • ITIL® Lite - A Road Map to Full or Partial ITIL Implementation 2012 ed

    ITIL Lite has been updated to align with the ITIL 2011 editions. This... Learn More
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  • Collaborative Consulting

    This publication is a guide to IT service management consulting. It is... Learn More
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  • Key Element Guide ITIL Continual Service Improvement - 2nd ed.

    The 'Key Element Guide Continual Service Improvement' provides a handy... Learn More
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  • Key Element Guide ITIL Service Operation - 2nd ed.

    The 'Key Element Guide ITIL Service Operation' provides a handy referenc... Learn More
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  • Key Element Guide ITIL Service Transition - 2nd ed.

    The 'Key Element Guide ITIL Service Transition' provides a handy referen... Learn More
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  • Key Element Guide ITIL Service Design

    The 'Key Element Guide ITIL Service Design' provides a handy reference... Learn More
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  • Key Element Guide ITIL Service Strategy - 2nd ed.

    The 'Key Element Guide Service Strategy' provides a handy reference to... Learn More
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  • ITIL Continual Service Improvement 2011 Edition

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  • ITIL Service Transition 2011 Edition

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  • ITIL Service Design 2011 Edition

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  • ITIL® 2011 Edition - Das Taschenbuch

    Note: This pocket book is available in several languages: English, Germa... Learn More
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