ITIL® 2011 The Story Continues

The Complete Beginners' Guide to ITIL

Key Features

● Explains ITIL service strategy and guiding principles
● Covers all ITIL processes, roles, and functions
● Describes the ITIL service lifecycle and standards for service design and development
● An explanation is given in untraditional Layman’s language, with easy to follow examples
● Explores issues of creating and maintaining value for clients through monitoring

Description

Dr Pratul Sharma’s exposure to working Industry movers, good practices of IT Service Management and Project Management has enabled him to work closest to the minds of knowledge workers of today’s Industry. This book is a collection of Dr. Pratul Sharma’s real-life examples explaining the concepts of IT Service Management and ITIL which have proven to be the most important aspects of the learning journey of service industry professionals. The examples quoted herein are from the author own experience. The book also provides some entering questions which may be pondered during client discussions or job interviews.

What will you learn

● Service Strategy & Design, Service Transition & Service Operation
● Continual Service Improvement
● Service Operation Functions

Who this book is for

This book is a humble attempt to support the endeavour, where an effort has been made to make the knowledge simple and easy to understand even to the professionals who are not IT literate. Even a banker could read the manuscript of the book and easily understand the good practices of IT Service Management described therein. This book will help the readers to understand the relatively new discipline called IT Service Management better.

Table of Contents

1. The ITIL® Story
2. Concepts
3. The Story Continues -ITIL® V 3.0
4. Service Strategy
5. Service Design
6. Service Transition & Service Operation
7. Continual Service Improvement
8. Service Operation Functions
9. ITIL® 2011 Update
10. Few Important Questions to discuss
11. The ITIL® Story Summary
12. Abbreviations

About the Author

Dr Pratul Sharma has been working as an International Trainer, Mentor, Coach & Consultant for past many years after having a successful career in the Industry contributing in all important functions of Global Business Organizations (i.e. sales, presales, delivery, support and consulting etc) during his professional career of more than 2 decades.