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الموضوع: استفسار حول أفضل كتاب ITIL

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    استفسار حول أفضل كتاب ITIL



    السلام عليكم ورحمة الله وبركاته ...

    قررت ان أدرس مادة ال ITIL للحصول على الشهادة لكن لا ادري أي الكتب هي الافضل لذلك وبالتحديد الاصدار الثالث .. أرجوا من الاخوة ترشيح كتاب يكون سهل الحصول عليه في الرياض ويكون مختصر ومفيد.


    بارك الله فيكم ..

    أخوكم

  2. #2
    عضو
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    رد: استفسار حول أفضل كتاب ITIL

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  3. #3
    عضو برونزي الصورة الرمزية one-zero
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    رد: استفسار حول أفضل كتاب ITIL



    Changes and comparison with V2

    ITIL's most recent version, V3, represents an important evolutionary step in its life. The refresh has transformed the guidance from providing a great service to being the most innovative and best in class. At the same time, the interface between old and new approaches is seamless so that users do not have to reinvent the wheel when adopting it. V3 allows users to build on the successes of V2 but take IT service management even further.

    In general, V3 makes the link between ITIL's best practice and business benefits both clearer and stronger. The main development is that V3 takes a lifecycle approach to guidance, as opposed to organising according to IT delivery sectors. ITIL is now based on a core of five titles:
    - Service Strategy
    - Service Design
    - Service Transition
    - Service Operation
    - Continual Service Improvement

    The changes reflect the way ITSM has matured over the past decades. For example:
    - Where V2 talked about Business and IT Alignment, V3 emphasises Business and IT integration.
    - Where V2 talked about Value Chain Management, V3 emphasises Value Network Integration.
    - Where V2 talked about Linear Service Catalogues, V3 emphasises Dynamic Service Portfolios.
    - Where V2 talked about Collection of integrated processes, V3 emphasises Holistic Service Management Lifecycle.

    The Official Introduction to the ITIL - Service Lifecycle



    Publisher: TSO and OGC
    Press date: August 31st 2007
    ISBN10: 0113310617
    ISBN13: 978-0-1133-1061-6
    Pages: 238

    Key features:
    The main body introduces the five main titles with an introduction and clearly laid out summary of objectives, practice, key elements, roles and responsibilities and service performance.
    Gives an overview of the guidance specific to each stage of the lifecycle.
    Each chapter concludes with key messages and lessons, showing how the Introduction relates to the full library with its deeper levels of practice expertise and structured application.

    Brief Table of Contents:
    ===============
    Introduction
    Core Guidance Topics
    The ITIL Service Management Lifecycle - Core of Practice
    Service Strategy - Governance and Decision-Making
    Service Design - Building Structural Service Integrity
    Service Transition - Prepairing for Change
    Service Operation
    Continual Service Improvement
    Complementary Guidance
    The ITIL Service Management Model

    File size: 13 MB
    File type: PDF (Scanned)
    RAR password: LooDuck

    Code: http://rapidshare.com/files/86065627/ITILv3SL.rar

    Service Design



    Publisher: TSO and OGC
    Press date: May 30th 2007
    ISBN10: 0113310471
    ISBN13: 978-0-1133-1047-0
    Pages: 334

    In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes.

    Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

    - Service design objectives and elements
    - Selecting the service design model
    - Cost models
    - Benefit/risk analysis
    - Implementing service design
    - Measurement and control

    Brief Table of Contents:
    ===============
    Introduction
    Service Management as a Practice
    Service Design Principles
    Service Design Processes
    Service Design Technology-related Activities
    Organizing for Service Design
    Technology Considerations
    Implementing Service Design
    Challenges, Critical Success Factors and Risks
    Appendix A: The Service Design Package
    Appendix B: Service Acceptance Criteria (Example)
    Appendix C: Process Documentation Templates (Example)
    Appendix D: Design and Planning Documents and their Contents (Example)
    Appendix E: Environmental Architectures and Standards
    Appendix F: Sample SLA and OLA
    Appendix G: Example Service Catalogue
    Appendix H: The Service Management Process Maturity Framework
    Appendix I: Example Contents of a Statement of Requirement (SoR) and/or Invitation to Tender (ITT)
    Appendix J: The Typical Contents of a Capacity Plan
    Appendix K: The Typical Contents of a Recovery Plan

    File size: 9.5 MB
    File type: PDF (Scanned)
    RAR password: LooDuck

    Code: http://rapidshare.com/files/86061371/ITILv3SD.rar

    Service Transition



    Publisher: TSO and OGC
    Press date: May 30th 2007
    ISBN10: 011331048X
    ISBN13: 978-0-1133-1048-7
    Pages: 261

    Service Transition provides guidance and process activities for the transition of services in the operational business environment. It covers the broader, long-term change management role, release and deployment practices, so that risks, benefits, delivery mechanisms and the support of ongoing operational services are considered.

    Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

    - Managing organisational and cultural change
    - Knowledge management
    - Service knowledge management system
    - Methods, practices and tools
    - Measurement and control
    - Companion best practices

    Brief Table of Contents:
    ===============
    Introduction
    Service Management as a Practice
    Service Transition Principles
    Service Transition Processes
    Service Transition Common Operation Activities
    Organizing for Service Transition
    Technology Considerations
    Implementing Service Transition
    Challenges, critical success factors and risks
    Appendix A: Description of Asset Types

    File size: 7 MB
    File type: PDF (Scanned)
    RAR password: LooDuck

    Code: http://rapidshare.com/files/86067907/ITILv3ST.rar

    Service Strategy



    Publisher: TSO and OGC
    Press date: May 30th 2007
    ISBN10: 0113310455
    ISBN13: 978-0-1133-1045-6
    Pages: 264

    A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication.
    Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
    - Service Management strategy and value planning.
    - Linking IT service strategy to business needs.
    - Planning and implementing service strategy.

    Brief Table of Contents:
    ========================
    Introduction
    Service Management as a Practice
    Service Strategy Principles
    Service Strategy
    Service Economics
    Strategy and Organization
    Strategy, Tactics and Operations
    Technology and Strategy
    Challenges, Critical Success Factors and Risks
    Appendix A: Present Value of an Annuity
    Appendix B: Supplementary Guidance

    File size: 6 MB
    File type: PDF (OCR)
    RAR password: LooDuck

    Code: http://rapidshare.com/files/87265626/ITILv3SS.rar

    Service Operation



    Publisher: TSO and OGC
    Press date: May 30th 2007
    ISBN10: 0113310463
    ISBN13: 978-0-1133-1046-3
    Pages: 263

    Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary.
    Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
    - Application Management
    - Change Management
    - Operations Management
    - Control processes and function
    - Scaleable practices
    - Measurement and control

    Brief Table of Contents:
    ========================
    Introduction
    Service Management as a Practice
    Service Operation Principles
    Service Operation Processes
    Common Service Operation Activities
    Organizing for Service Operation
    Technology Considerations
    Implementing Service Operation
    Challenges, Critical Success Factors and Risks
    Appendix A: Complementary Industry Guidance
    Appendix B: Communication in Service Operation
    Appendix C: Kepner and Tregoe
    Appendix D: Ishikawa Diagrams
    Appendix E: Detailed Description of Facilities Management
    Appendix F: Physical Access Control

    File size: 2 MB
    File type: PDF (OCR)
    RAR password: LooDuck

    Code: http://rapidshare.com/files/87265137/ITILv3SO.rar

    Continual Service Improvement



    Publisher: TSO and OGC
    Press date: May 30th 2007
    ISBN10: 0113310498
    ISBN13: 978-0-1133-1049-4
    Pages: 221

    Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.
    Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
    - Business and technology drivers for improvement
    - Justification
    - Business, financial and organisational improvements
    - Methods, practices and tools
    - Measurement and control
    - Companion best practices

    Brief Table of Contents:
    ========================
    Introduction
    Service Management as a Practice
    Continual Service Improvement Principles
    Continual Service Improvement Processes
    Continual Service Improvement Methods and Techniques
    Organizing for Continual Service Improvement
    Technology Considerations
    Implementing Continual Service Improvement
    Challenges, Critical Success Factors and Risks
    Appendix A: Complementary Guidance

    File size: 2.5 MB
    File type: PDF (OCR)
    RAR password: LooDuck

    Code: http://rapidshare.com/files/87265001/ITILv3CSI.rar
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  4. #4
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    رد: استفسار حول أفضل كتاب ITIL



    جزاك الله خيرا أخي الكريم ...

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