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ITIL Service Operation (Best Management Practices), by Randy A. Steinberg
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By focusing on delivery and control process activities, ITIL Service Operation describes how a highly desirable steady state of managing services can be achieved on a day-to-day basis. 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 Process flows have been updated or added for all processes including request fulfilment, access management and event management. Key principles including guidance around service requests and request models, and proactive problem management have been clarified. The publication has been updated to explain how basic events flow into filters and rule engines to produce meaningful event information. The relationship between application management activities versus application development activities is also clarified. Other clarifications include an expanded section on problem analysis techniques, procedure flow for incident matching and further guidance for escalating incidents to problem management. In addition, the guidance for managing physical facilities has been expanded.
- Sales Rank: #500588 in Books
- Published on: 2011-07-29
- Original language: English
- Number of items: 1
- Dimensions: 11.00" h x .90" w x 8.50" l, 3.05 pounds
- Binding: Paperback
- 384 pages
Review
The revisions have streamlined the ST book and better integrated it into the other books in the service lifecycle. Diagrams are now better drawn and better described in corresponding text... On balance, I believe this revision will improve the overall readability of the ITIL library. Claudia Tropp, Technology Partners International, Inc. --Best Management Pratice More readable, more useable. Many confusing aspects of Service Transition have been well and truly 'nailed'. The demystifying of the SKMS, CMS, CMDB maelstrom is particularly helpful. Barry Corless, Global Knowledge --Best Management Pratice There is an extensive increase in synergy across chapters [in ITIL Service Transition] making it easier for the reader to locate like-for-like content across the process areas covered. The latest revisions also provide more practical application and align more closely to real-world experience than ever before; and yet they manage to maintain their flexibility in providing a standard framework which can be adopted and adapted by organizations large or small. A great improvement! Zoe Lambert, HP --Best Management Pratice
More readable, more useable. Many confusing aspects of Service Transition have been well and truly 'nailed'. The demystifying of the SKMS, CMS, CMDB maelstrom is particularly helpful. Barry Corless, Global Knowledge --Best Management Pratice
There is an extensive increase in synergy across chapters [in ITIL Service Transition] making it easier for the reader to locate like-for-like content across the process areas covered. The latest revisions also provide more practical application and align more closely to real-world experience than ever before; and yet they manage to maintain their flexibility in providing a standard framework which can be adopted and adapted by organizations large or small. A great improvement! Zoe Lambert, HP --Best Management Pratice
About the Author
Summary of Updates from the Author Process flows have been updated or added for all processes including request fulfilment, access management and event management. Key principles including guidance around service requests and request models, and proactive problem management have been clarified. The publication has been updated to explain how basic events flow into filters and rule engines to produce meaningful event information. The relationship between application management activities versus application development activities is also clarified. Other clarifications include an expanded section on problem analysis techniques, procedure flow for incident matching and further guidance for escalating incidents to problem management. In addition, the guidance for managing physical facilities has been expanded.
Most helpful customer reviews
2 of 2 people found the following review helpful.
Volume set
By Lijiajin
I had get sd so and CS.
Hope will have compete set for the kindle edition.
This must have in the datacenter study!
1 of 1 people found the following review helpful.
Valuable tool
By Travis
I used this book and training through TrainSignal to pass my exam. This book is written in the same context and format of all ITIL publications; its a bit difficult at times but shouldnt hinder your performance. To counteract that, I read through the book and made my own notes (44 pages) to where I wrote down critical pieces in bullet format (a personal study technique). Regardless, this book has all the information you need to pass the test. The training just helps but the material into a more real-world application.
1 of 1 people found the following review helpful.
Mistake.
By Donna
I wish I would have bought this book instead since I plan to go further than the foundation level. I give this book 5 stars because the authors of other books use this as the base for their writings.
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