ITIL 2011 Service Transition review by Paul Wigzel

Paul Wigzel is a freelance trainer and consultant in the service management industry. He has kindly written a review for the ITIL 2011 Service Transition title.

“I approached this volume with some apprehension; moving from 261 pages to 347 seemed a backward step at first glance. Until I saw the first improvement;

The increased font size, this subtle change has massively increased the readability. No longer do you need to squint to extract information.

But for me there were several other improvements that made this reference book a far more useful, readable and quality tool for Service Management professionals worldwide.

The greatest of those was the clarity now given to CSFs and KPIs. The link and the structure they have within the manual should greatly aid new users/adopters.

The clarity now available for the CMDB, CMS and SKMS again will further aid practitioners of ITIL. Also the inter-dependencies and entwining of  the Change and Release and Deployment processes is a big step forward, as is the introduction of Change Evaluation rather than the evaluation process, previously hard to define and pin down.

Other improvements are reference to smallerÔÇôscale implementations, rather than global organizations. And the recognition of a practitioner role, those that do, rather than those that manage.

Lets not get carried away, there are still things that can improve but the 2011 Service Transition core volume is a far greater improvement than I was expecting. The structure, layout and overall feel of this volume is a big improvement and I would have little hesitation in recommending clients purchase, read and most importantly use this volume.”