ITIL®– IT Infrastructure Library® for IT Service Management (ITSM)
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ITIL Books - the official ITIL Lifecycle Publication Suite - Find out information about ITILv3 certifications
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ITIL, or to use its full name, the Information Technology Infrastructure Library, is a methodology for managing IT as a service. It has a focus on the end user, rather than on the technology. ITIL is frequently used as a method of preparation for achieving ISO/IEC 20000 certification.
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ITIL was refreshed in 2007, and republished as Version 3. The core ITILv3 library is made up of five books. Each book is available in the ITIL Lifecycle Publication Suite. The previous version of ITIL (ITILv2) is still available. You can still buy the ITILv2 books from the IT Governance online store.
The ITIL methodology was developed by the UK's CCTA (Central Computer and Telecommunications Agency), now the OGC (Office of Government Commerce). It is a set of best-practice processes for the management of information technology. As an official distributor for the TSO (official OGC publisher), we distribute the full range of the official OGC ITIL publications from our sites, including:
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The ITIL Lifecycle Publication Suite (the complete set of the five core ITILv3 books), available in all formats from this site, including PDF, eBook and online subscription;
- Multiuser licences for organisations that want all of their key ITSM staff to access the content;
- A wide range of supporting books endorsed by the itSMF, published by TSO, on the subject of ITILv3.
We offer a wide range of titles from third-party publishers supporting the methodology, including books by Randy Steinberg, all of which are available in the Randy Steinberg ITIL Book Collection, Foundations of IT Service Management, plus a huge selection of ITILv3 Foundation and Intermediate eLearning and computer-based training courses as well as an extensive range of ITIL process software and downloadable/electronic ITIL resource kits to help with ITIL implementations
We also hold significant volumes of stock of the official and related ITIL titles in our US warehouse, which are on sale through our US site, www.itgovernanceusa.com. We can ship ITIL books anywhere in mainland North America within a couple of days. Other OGC titles, plus related titles, are also available from our US website.
Browse our ITIL and ITSM bookshop - and access the Web's widest range of ITIL books, standards and guides.
ITIL for every language
The core ITILv3 books have now been translated into a wide selection of languages. They are available in German, Spanish, French, and Japanese, with other translations to follow shortly.
Most of the translations are available in either a soft-cover (paperback) format, or as PDFs. You can find further information on our ITIL Translations page.
More useful resources
The most useful resources for anyone implementing ITIL are, of course, the books in the ITIL Lifecycle Publication Suite. The books in this set form the core guidance to the ITILv3 methodology, and are essential for any organisation implementing ITIL, or for students who are doing the Intermediate Exams.
Other noteable guides for anyone considering implementation, and who want books more in the form of quick references, should consider either of the following sets of guides:
ITILv3 refresh
ITILv3 is currently undergoing another refresh project which some are calling ITIL 3.1. This will not lead to a major change in the methodology and many of the changes will bring clarification to the core texts.
The revised versions of the ITILv3 core texts will not be launched until well into 2011.
ITIL certification for organisations
ITIL is a framework of best practice for IT service management. It is not a standard or specification in which organisations can gain certification to meet or demonstrate certain criteria.
The standard to which organisations can be certified to demonstrate the maturity of their ITSM processes is ISO/IEC 20000. By implementing the standard and meeting the specification within Part 1 of ISO/IEC 20000, organisations can gain certification of their ITSM processes to show they follow best practice.
ITIL (ITILv3) certification for individuals
ITIL has a comprehensive qualification scheme that allows IT service management professionals to gain recognition of their level of ITIL and ITSM management competency.
The Official Accreditor for the ITIL examinations is the APM Group. APMG administers the ITIL certification scheme through Examination Institutes such as EXIN, ISEB, CSME.
There are currently four levels of certification, which are:
- Foundation
- Intermediate
- Expert
- Master
In order to gain ITILv3 certification there are different study options available: distance learning, or using an accredited course. Distance learning options are offered for both the Foundation and the Intermediate Exams. There is also a wide range of classroom-based courses for both the Foundation and Intermediate exams. Many of the above courses are accredited by the Official Accreditor or one of the Examination Institutes.
ISEB- & EXIN-accredited distance learning options are ideal for all who prefer to learn in their own time and at their own pace. Other options include classrooom training for those who can afford the time, travel and expense and who prefer classroom-based learning.
To support your ITILv3 certification studies it is always wise to invest in a range of materials that will guide your learning process and give you the best possible chance of passing the exam, or exams, you have chosen to take. IT Governance offer a leading range of study guides for both ITILv3 Foundation and Intermediate studies. These are:
ITILv3 Foundation:
- Foundations of IT Service Management based on ITIL V3 – the classic ITIL textbook that has been refreshed for ITILv3.
- ITIL V3 Handbook, Second Edition - an ideal introduction to the ITIL methodology. It also covers the ITILv3 Foundation Exam syllabus highlighting key information.
- Passing the ITIL Foundation Exam – the official study guide to the ITILv3 Foundation Exam.
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For the Foundation certificate, both distance learning and classroom training options should be supported by our unique ITILv3 Foundation Starter Kit, which includes the Passing the ITIL Foundation Exam guide.
In the United States, HDI also manages examination and certification there as well as internationally. (The HDI guide to implementing ITIL is another key book). All these organizations guarantee that personal certification is fair, honest and independent of the organizations that provide the training, and they accredit training suppliers in order to bring about a consistent quality in course delivery.
ITILv3 Intermediate:
Further guidance on which are the right books for your ITIL Capability stream studies is provided in the table below.
| Course / Qualification | Minimum recommended to be supplied with the training course |
Additional Recommended Reading | Additional Refernce / Pocket Guides |
|---|---|---|---|
| Service Offerings and Agreements (SOA) | ITIL Service Strategy ITIL Service Design |
Passing your ITIL Intermediate Exams | Key Element Guide Service Strategy Key Element Guide Service Design |
| Release, Control and Validation (RCV) | ITIL Service Transition ITIL Service Operation |
Passing your ITIL Intermediate Exams | Release, Control and Validation ITIL V3 Intermediate Capability Handbook |
| Operational Support and Analysis (OSA) | ITIL Service Operation ITIL Continual Service Improvement |
Passing your ITIL Intermediate Exams | Operational Support and Analysis ITIL V3 Intermediate Capability Handbook |
| Planning, Protection and Optimization (PPO) | ITIL Service Design | Passing your ITIL Intermediate Exams | Key Element Guide Service Design |
ITILv2 examinations
The ITILv2 examinations are being withdrawn during Summer 2010, and will have been be phased out totally by the end of that year. Those with ITILv2 qualifications still have the opportunity until 2011 to convert their ITILv2 certification using a Bridging Course. Distance learning and classroom learning options exist for these exams.
What are some of the most useful ITIL resources?
The most important and useful resource is, of course, the ITILv3 Official Lifecycle Publication Suite. If you're looking for a set of handy guides to the ITIL material, there are two (similarly priced) options:
- ITILv3 Key Element Guides, the official quick-reference guides to ITILv3 from the OGC
- ITILv3 Management Guides - Lifecyle Approach based on ITILv3 Suite
In particular, Foundations of IT Service Management based on ITIL V3 is a popular and unique introduction book that is accepted by all major players in the ITIL market as the default book for training and is also the widely used support book for the ITIL exams. It replaces Foundations of IT Service Management based on ITIL (still available, used as a reference for the Version 2 Foundation exam.)
ITIL® is the most widely used IT framework today. These two worldwide best sellers are helping organizations everywhere with their ITIL strategies!
Relationship between ITIL®, IT Service Management and ISO 20000
There is a practical relationship between the various books and guides to ITIL , IT Service Management, and ISO/IEC 20000, as shown below:
Although they are integrated, ITIL and the ISO 20000 series serve different purposes. Primarily, the ISO 20000 series is to provide an independent best practice standard that is suitable for independent third-party certification audits.
The purpose of ITIL is to provide advice on best practices in IT service management. It includes options that may be adopted and adapted by organizations according to business need, local circumstances and the maturity of the service provider. ISO 20000 sets the standards that service management processes should aim for. Here is an official guidance paper, by Jenny Dugmore and Sharon Taylor, on the relationship between ITIL and ISO/IEC 20000.
Service Level Agreements
Service Level Agreeements (or SLAs) are at the heart of ITIL and are used to describe agreed levels of service between a service provider and a customer - and are applicable both inside and outside an organization.
ITIL Beginner's Guide
Where do you start, if you're new to ITIL ?
Firstly, ensure that you use only genuine ITIL® books, courses and tools. The ITIL Certification Management Board (ICMB) is committed to enforcing Crown Copyright in the ITIL® trademark and library, and to protecting the integrity of the OGC's official ITIL publications. Unofficial publications, websites and toolkits are not guaranteed to align with ITIL best practice and, in tackling ITIL , you don't want to waste time using non-aligned, unaccredited books, courses or toolkits.
Buy The Official Introduction to the ITIL Service Lifecycle, Second Edition
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