ITILv3 story of support and maintenance

09.08.2011

This e-book (20 pages, 520kB) explains in story form principles, processes and tools of ITIL version 3. Stories are natural learning mechanism for human nature. Story is for us much more understandable and memorable than formal, structured document. This e-book does ...

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This e-book (20 pages, 520kB) explains in story form principles, processes and tools of ITIL version 3. Stories are natural learning mechanism for human nature. Story is for us much more understandable and memorable than formal, structured document.

This e-book does not replace ITIL training or certification. You will neither set up the right environment based on it. The meaning and goal of it is to raise awareness about ITIL version 3 in practical form. What is it, how can it help with solving my concrete issues and what are the differences from version 2.It is not duplication of official ITIL brochure, but something different: concept explanation in practical way.  This material could bring insight for busy people to study ITIL, typically sales people, customer representatives, customers, architects, managers and other key people.

Last update August 2011 (version 1.0)

Part I. of this story covers operational activities, Service Transition and Service Operation using ITILv3 terminology.

Part II., that is under preparation will extend the story by strategic and tactical IT management activities and will demonstrate more in detail IT service management concept including connection to business and its needs and scenarios, measuring aspect (so called SLA), predictions, capacity planning and contracting.

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