Biblioteca Virtual

The definitive reference for Service Delivery processes. Covering Capacity, Financial, Availability, Service Level and Continuity Management.

The definitive reference for Service Support processes. Covering Incident, Problem, Release, Change and Configuration Management (as well as the Service Desk function).

One of the best sources of material regarding the challenges that will be faced on the path to ITIL implementation.

At the technology side of IT process improvement is the need to have effective processes for the management of the infrastructure itself.

Infrastructure is often thought of as hardware only. This reference helps you understand the challenges of a process model with respect to Application Management.

The ultimate pocket guide for Service Managers. Covering Capacity, Financial, Availability, Service Level, Continuity, Incident, Problem, Change, Release, Configuration, Service Desk.

Software Asset Management fits nicely within this library of process focussed improvement. This reference gives you the steps and considerations that are required for best practice management of your software assets.

Software Asset Management fits nicely within this library of process focussed improvement. This reference gives you the steps and considerations that are required for best practice management of your software assets.

Perhaps the most widely read book in the area of IT Service Management. This is the ultimate survival guide to understanding IT Service Management and the ITIL Framework

This book is concerned with helping business managers to understand IT service provision. Issues covered include Business Relationship Management, Partnerships and Outsourcing...

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...

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. In order to meet the current and future business requirements, Service Design provides guidance...

This official introduction is your gateway to ITIL. It explains the basic concept of IT service Management and the place of ITIL, introducing the new lifecycle model...

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Service Transition provides guidance...

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Service Operation...

ITIL Version 3's (V3) service lifecycle-based practice incorporates the best of V1 and V2 and tests current best practice for ITSM. Alongside the delivery of consistent...