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Livres Axelos ITIL®

Tous ces livres constituent les documents de base décrivant le référentiel de bonnes pratiques ITIL®. Ils sont édités par la société Axelos, appartenant partiellement au gouvernement britannique, propriétaire intellectuel de ce référentiel.

Il n'existe pas à l'heure actuelle de version en langue française.

Itil Practitioner Guidance

(Anglais) – 25 janvier 2016

Auteur : AXELOS

ITIL® Practitioner Guidance is the essential reference text which accompanies the ITIL Practitioner qualification. Fully integrated with the ITIL Practitioner syllabus, this publication is also a practical guide that helps IT service management (ITSM) professionals turn ITIL theory into practice through case studies, worksheets, templates and scenarios. The book assumes knowledge of ITIL and ITSM up to ITIL Foundation level, and begins with a discussion of the guiding principles of ITSM: Focus on value. Design for experience. Start where you are. Work holistically. Progress iteratively. Observe directly. Be transparent. Collaborate. Keep it simple. It goes on to explain how these guiding principles are essential for ITSM and how they relate to philosophies, frameworks and methodologies such as DevOps, Lean, Agile etc. The publication shows how following the CSI (continual service improvement) approach, and how the core skills of organizational change management, communication, metrics and measurement, can underpin successful ITSM improvement initiatives. Assembled by the Practitioner Architect Team of Kevin Behr, Karen Ferris, Lou Hunnebeck, Stuart Rance, Barclay Rae and Paul Wilkinson, a team of renowned ITSM experts under the guidance of AXELOS Kaimar Karu, ITIL® Practitioner Guidance concludes with a practical toolkit containing templates, worksheets and assessments that will help ITSM professionals to improve the value of the service they provide to their customers.

ITIL Service Strategy 2011

(Anglais) – 29 juillet 2011

Auteur : AXELOS

The ITIL 2011 Editions have been updated for clarity, consistency, correctness and completeness. ITIL Service Strategy provides a view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every stage of the service lifecycle stays focused on the business case and relates to all the companion process elements that follow. Subsequent titles will link deliverables to meeting the business goals, requirements and service management principles described in this publication. Key Features The updated ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6), to improve consistency and aid navigation. Some content has been reorganized to improve flow and readability, and ensure alignment across the suite including clarification around interfaces, and inputs and outputs across the service lifecycle. Terminology has been clarified and made consistent across the publications and the ITIL glossary. Summary of Updates from the Author The concepts within the publication have been clarified, without changing the overall message. The updated publication includes more practical guidance and more examples where relevant. The newly defined process of strategy management for IT services is responsible for developing and maintaining business and IT strategies, and there are now separate descriptions of business strategy and IT strategy. Financial management has been expanded, and business relationship management and demand management are now covered as processes.

ITIL Service Design 2011

(Anglais) – 29 juillet 2011

Auteur : AXELOS

The ITIL 2011 Editions have been updated for clarity, consistency, correctness and completeness. In order to meet current and future business requirements, ITIL Service Design provides guidance on the production and maintenance of IT policies, architectures and documents for the design of appropriate and innovative IT infrastructure services solutions and processes. Key Features The updated ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6), to improve consistency and aid navigation. Some content has been reorganized to improve flow and readability, and ensure alignment across the suite including clarification around interfaces, and inputs and outputs across the service lifecycle. Terminology has been clarified and made consistent across the publications and the ITIL glossary. Summary of Updates from the Author Throughout the updated ITIL Service Design publication, there has been particular focus on alignment with ITIL Service Strategy. A number of concepts and principles have been clarified, most significantly the flow and management of activity throughout the overall service design stage with the addition of the design coordination process. Other significant clarifications include the five aspects of service design, the design of the service portfolio and the terminology related to views of the service catalogue.

ITIL Service Transition 2011

(Anglais) – 29 juillet 2011

Auteur : AXELOS

The ITIL Service Transition stage of the ITIL service management framework offers global best-practice guidance for IT professionals wishing to introduce new and changed services, ensuring that the value identified in the service strategy is maintained and controlling risks to smooth operations.

ITIL Service Transition describes best practices for managing service change, and helping departments and businesses to transition efficiently, from one state to another. The effect of change on operations, customers, users and the business are all considered in this critical stage of the ITIL lifecycle suite.

This publication represents the combined experience and knowledge of practitioners from across the world. It contains the knowledge and skills needed for any IT, procurement, or quality assurance professional looking to develop expertise in the delivery of change.

ITIL Service Operation 2011

(Anglais) – 29 juillet 2011

Auteur : AXELOS

This publication provides updated best-practice advise on all aspects of managing the day-to-day operation of an organisation's IT services. It encompasses and supersedes the operational aspects of the ITIL Service Support and Service Delivery publications and covers most of the scope of ICT Infrastructure Management. it also incorporates operational aspects from the Planning to Implement, Application Management, Software Asset Management and Security Management publications.

ITIL Continual Service Improvement 2011

(Anglais) – 29 juillet 2011

Auteur : AXELOS

Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasized the importance of continual service improvement. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement. Key Features The updated ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6) to improve consistency and aid navigation. Some content has been reorganized to improve flow and readability, and ensure alignment across the suite including clarification around interfaces, and inputs and outputs across the service lifecycle. Terminology has been clarified and made consistent across the publications and the ITIL glossary.Summary of Updates from the Author The seven-step improvement process and its relationship with the Deming Plan-Do-Check-Act cycle and knowledge management has been clarified. The CSI model has been re-named the CSI approach and the concept of a CSI register has been introduced as a place to record details of all improvement initiatives within an organization. Minor changes have been made throughout the book to clarify the meaning and to improve readability. Particular emphasis has been made on documenting the interfaces from CSI to other lifecycle stages.