ItSMF/Van Haren Publishing

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Packed Full with Global Expertise! This thorough series of titles looks at each of the ITIL V3 lifecycle stages in order to give readers a succinct but complete guide to the essence of that stage. This Management Guide set consists of 5 books:

·         Service Operation based on ITIL® V3: A Management Guide

·         Service Transition based on ITIL® V3: A Management Guide

·         Continual Service Improvement based on ITIL® V3: A Management Guide

·         Service Design based on ITIL®V3: A Management Guide

·         Service Strategy based on ITIL® V3: A Management Guide

The books are divided into two parts:

In the first part the lifecycle phase is discussed in detail, in a standardized structure. In addition there is general information on principles of processes, teams, roles, functions, positions, tools, and other elements of interest.

The second half specifically addresses  the processes and functions of the lifecycle stage and are described in detail. Each of these processes and functions is described in terms of :

·         Activities, methods and techniques

·         Interfaces, inputs and outputs

·         Metrics and Key Performance Indicators (KPIs)

·         Implementation, with Critical Success Factors (CSFs), challenges, risks and traps

A reference list of used sources is provided, as well as the official ITIL Glossary and a list with acronyms

Brought to you by the world’s leading Publisher on IT Service Management these titles bring readers the combined expertise of global leaders in this field.

Complementing the internationally recognized ‘Foundations of IT Service Management based on ITIL V3’ and ‘IT Service Management based on  ITIL V3 Pocket Guide’ these Management Guides provide fantastic depth and value for all IT Managers worldwide. set ISBN: 978 90 8753 108 9. $85.00

ISO / IEC 20000. An Introduction (English). Jan van Bon 2007. This Introduction title commences with the fundamentals of quality management systems and will be followed by a chapter on ISO 9000 and a chapter on the backgrounds of ISO/IEC 20000. The scope of ISO/IEC 20000 is described in section 3, part 1: the scope of ISO/IEC 20000. After this, part 2 of section 3 embarks on terminology. All parts of the ISO 20000 standard are then introduced, with both requirements as well as best practices. The numbers of these chapters are the same as the chapter numbers in the actual ISO/IEC 20000 standard text. Where possible, a graphical representation aims to clarify what parts are required by part 1 of the standards; and what parts are best practice guidance offered by part 2. ITIL® best practice guidance is given, both to refresh the memories of those already having accomplished ITIL Foundation Certification, as well as to help the interested reader not aiming at ISO20000 Foundation certification to complete the picture. After presenting you with the standard, we embark on the ISO 20000 Foundations exam, its requirements and how to prepare for it. We’ll also provide you with some sample questions. The last chapter of this guide explains how benchmarking can help to pave the way to organizational Certification; how benchmarking can provide added value to organizations that have already been certified; and how one can effectively benchmark an organization on ISO 20000 criteria. 150 pp. ISBN: 978 90 8753081 5. $68.00

IT Service Management - An Introduction. Jan van Bon. 2007. This Introduction to IT Service Management, published by itSMF-I, is based on ITIL  Version 3 and the ISO/IEC 20000 standard and is intended to serve as: a thorough and convenient introduction to the field of IT Service Management and a selection of the V3 core books in the IT Infrastructure Library (ITIL); a guide to the specific processes relating to ITIL V3 and Service Management practices in general; a guide to all the major frameworks found within this specific industry, covering ISO/IEC 20000 and dozens of other frameworks and standards. available in other languages, please inquire. ca. 500 pp. ISBN:  978 90 8753 051 8. $90.00

Foundations of IT Service Management Based on ITIL V 3.  Chief editorJan van BonEditors Mike Pieper, Annelies van der Veen, Tieneke Verheijen, Axel Kolthof, Arjen de Jong, Ruby Tjassing. 2007. INTRODUCTION Background Why this book Organizations Differences with previous editions Structure of the book How to use this book PART 1: THE ITIL SERVICE LIFECYCLE Introduction to the Service Lifecycle Introduction to ITIL IT Governance Organizational maturity Benefits and risks of ITSM frameworks Service Lifecycle: concept and overview Lifecycle phase: Service strategy Lifecycle phase: Service design Lifecycle phase: Service transition Lifecycle phase: Service operation Lifecycle phase: Continual service improvement PART 2: FUNCTIONS AND PROCESSES Introduction to Functions and Processes Introduction Management of processes Teams, roles and positions in ITSM Tools used in ITSM Communication in IT service organizations Culture Processes, projects, programs and portfolios Functions and processes in the lifecycle phases Functions and Processes in Service Strategy Financial Management Service Portfolio Management (SPM) Demand Management Functions and Processes in Service Design Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management Functions and Processes in Service Transition Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management Functions and Processes in Service Operation Event Management Incident Management Request Fulfilment Problem Management Access Management Monitoring and Control IT Operations Service Desk Functions and Processes in Continual Service Improvement CSI Improvement Process Service Reporting Summary / BenefitsFoundations of IT Service Management based on ITIL® V3 The Official itSMF Handbook on ITIL®! Foundations of IT Service Management based on ITIL has become the industry classic guide on the topic of ITIL. Over the years this authoritative itSMF guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This 2007 version has now been upgraded to reflect ITIL V3. Written in the same concise way and covering all the facts, readers will find that this title succinctly covers the key aspects of the ITIL V3 upgrade. The new ITIL V3 approach covering the ITIL Lifecycle is fully covered. In addition those who are familiar with the Version 2 process approach will be delighted to discover that this new edition of Foundations of IT Service Management based on ITIL V3 has split out all the processes and describes them in detail. This means that it is easy for all readers to access and grasp the process concepts that are so pivotal to many service management day-to-day operations. This title covers the following: PART 1: THE ITIL SERVICE LIFECYCLE Lifecycle phase: Service strategy Lifecycle phase: Service design Lifecycle phase: Service transition Lifecycle phase: Service operation Lifecycle phase: Continual service improvement PART 2: FUNCTIONS AND PROCESSES Introduction to Functions and Processes Functions and Processes in Service Strategy Functions and Processes in Service Design Functions and Processes in Service Transition Functions and Processes in Service Operation Functions and Processes in Continual Service Improvement ISBN(13): 978 90 8753 057 0. $66.00

Foundations of IT service management CD-ROM. 2006. This introduction to IT Service Management, published by ITSMF-NL, is based on the latest edition of the ITIL books on Service Support, Service Delivery and Security Management, and is intended to serve as: a thorough and convenient introduction to the field of IT Service Management and the core books in the IT Infrastructure Library (ITIL). a self-study guide that contains all the material needed to prepare for the Foundation Certificate examination in IT Service Management. The CD-ROM.book fully covers the official syllabus of the ITIL Foundations exam, as it is set by the ITIL Certification Management Board. It contains the same chapters on Service Support, Service Delivery and Security Management as the official "Introduction to ITIL", plus a case description with questions, and an additional chapter on exam preparation, making it even more useful as a study guide for the ITIL Foundation exam.  ISBN 9077212604; 9789077212608. $78.00; printed 2006.  ISBN 899079529X. $68.00

Release and Control for IT Service Management: Based on ITIL. A Practitioner Guide.  2007. This publication, 'Release & Control for IT Service Management: Based on ITIL', is the first publication of a new series of practitioner guides published by itSMF in the ITSM Library. This first practitioner guide is aimed at the process cluster Configuration Management, Release Management, and Change Management, and supports the cluster training Practitioner in IT Service Management: Release & Control. The guidance provided in this book is based on version 2 of ITIL, the Best Practice Library in IT Service Management (ITSM). The benefits of this publication are twofold, aiming at both practitioners and students: Hands-on advice from experienced practitioners from different parts of the world, not to be found in the ITIL books: templates, plans, checklists, examples, and how-to's that can help practitioners perform their tasks; and Exercises, learning hints, and exam questions that make it into a valuable study aid for those preparing for the Practitioner Certificate in IT Service Management: Release & Control. The publication is written by a team of experts from leading training organisations throughout the world and contains a wealth of practical knowledge. It aims to help the reader to use Best Practices in their role in the highly related fields of Configuration Management, Release Management, and Change Management. The chapters are structured around the main competency areas of the practitioner: Manage, Organize, Optimize, so the reader can easily relate reading material and tasks. ISBN 9087530226; 9789087530228. 183 pp. $64.00

Service agreements: a management guide. Rob Benyon, Robert Johnson, Jan van Bon (chief editor). 2006. Many organizations are demanding increased quality levels from ICT service providers, often irrespective of whether these services are outsourced or supplied in-house. Service management (SM) is the integrated approach to the management of ICT service requirements and levels. This new publication outlines the background, operation and benefits of a variety of service agreements, and includes models for the design of a service catalogue and service agreement development. 90 pp. ISBN 9077212914. $56.00

Frameworks for IT Management. First Edition. Van Haren. 2006. Modern IT managers are confronted with an overwhelming number of management frameworks, methods and methodologies. In addition many IT service providers believe they can't be taken seriously if they don't also have a proprietary framework to offer which makes it even more difficult to find your way through the framework forest. 'Frameworks for IT Management', covers the most important frameworks in use, in a neutral and objective way, so that readers can better understand the potential value of each instrument. Each framework is described by a well-known expert in that field, in a structured format, to emphasise the specific characteristics. A consistent approach to each chapter allows easy comparison between the instruments: a description of each framework, the origin/history, where the instrument is used, description and core graphics, approach/how to, relevance to IT management, strengths and weaknesses, cross-references/relationships and links and literature.It also contains descriptions (in alphabetical order) of AS 8015, ASL, BiSL, CobiT, eSCM, eTOM, Generic Framework for Information Management (PrimaVera), IPMA Competence Baseline, ISO/IEC 20000, (formerly BS15000), ISO 27001 (ISO 17799/BS7799), ISO 9000 (GB/T 19000), ISPL, IT Balanced Scorecard, ITIL®, ITS-CMM, PMBoK, PRINCE2®, M_o_R®, MSP, Six Sigma, TickIT, and TQM. 227 pp. ISBN 9077212906. $56.00

ASL - A Framework for Application Management. 2004. Application management refers to the maintenance and enhancement of information systems, and accounts for a large proportion of IT expenditure. ISBN: 9077212051. $56.00

Application Services Library: A Management Guide. 2004.  Application management refers to the maintenance and enhancement of information systems, and accounts for a large proportion of IT expenditure. ISBN: 9077212035. $22.00

IT Security Management Pocket Book. Information Security Management ITIL is an important activity, which aims to control the provision of information, and to prevent unauthorized use of information. 2004. ISBN: 0952470683. $14.00

Planning to Implement Service Management Pocket Book. 2004. This pocket guide has been designed as a handy reference book for companies wanting to implement service management. ISBN: 0952470691. $14.00

Not the IT Infrastructure Library. 2003. A humorous book that highlights best practice (ITIL service management processes) by looking at blatant 'worst case' practices. ISBN: 0952470675. $18.00

MSF: Microsoft Solutions Framework - A Pocket Guide. 2004.  This pocket guide is intended as a practical reference for information technology (IT) professionals studying or implementing Microsoft Solutions Framework (MSF). ISBN: 9077212167. $22.00

MOF (Microsoft Operations Framework) - A Pocket Guide. Dave Pultorak, Pete Quagliarello & Rolf Akker. 2003. This pocket guide is intended as a practical reference for IT professionals studying or implementing the Microsoft Operations Framework (MOF). This is Microsoft's structured approach to help customers to achieve operational excellence on the Microsoft platform. MOF delivers a collection of best practices, principles and models, which provides guidance for achieving high availability, reliability and security on mission-critical production systems built on Microsoft's products and technologies. Key Features: Microsoft has chosen the IT Infrastructure Library (ITIL), the leading publicly available body of knowledge of best practices, as the foundation for MOF • MOF enhances ITIL's collaborative industry standards with guidance in the operation of IT products and technologies • MOF introduces some concepts that are relevant to today's business environment which is both increasingly interconnected and increasingly fluid. Paperback, 87 pp. ISBN 9077212108  $22.00

Operations Management, a new process. Ron Bovee en Marco Ruwaard. This pocket guide describes the Operations activities required for the operational delivery of an IT service. Operations Management is defined as a process, which ties in to widely used process models. ISBN 90-77212-20-5.  $30.00