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Core OGC Titles
The titles listed below are the core publications for both ITIL Version 3 and Version 2. For a more detailed synopsis of the publications, please click on the relevant image or title to view their listing on the Best Management Practice's Portfolio Library. All titles are available in various formats.
Version 3 Core OGC Titles
Service Strategy
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 the companion process elements that follow. Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication.
In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes.
Service Transition provides guidance and process activities for the transition of services in the operational business environment. It covers the broader, long-term change management role, release and deployment practices, so that risks, benefits, delivery mechanisms and the support of ongoing operational services are considered.
Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary.
Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.
View the relevant Glossaries and Acronyms for ITIL Version 3 at the Best-Management-Practice website.
View the syllabus for the ITIL V3 Qualification Scheme.
Version 2 Core OGC Titles
Service Support focuses on ensuring that the customer has access to appropriate services to support business functions. Issues covered include Service Desk, Incident Management, Problem Management, Configuration Management, Change Management and Release Management.
Issues covered in Service Delivery include Service Level Management, Financial Management for IT Services, IT Service Continuity Management, Availability Management, Contingency Planning and Capacity Management. Each component of service delivery is discussed separately in the book. The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes.
Security Management is primarily responsibility of the business, with the IT Security Officer responsible for setting Security Policy. This title looks at Security from the service provider standpoint. It defines how Security Management relates to the IT Security Officer and provides the level of security necessary for the provision of the total service to the organisation.
Application Management embraces the software development life cycle, expanding the issues touched upon in Software Life cycle support and testing of IT Services. Application Management also provides details on business change with the emphasis being placed on clear requirement definitions and the implementation of solutions to meet business users' needs.
Planning to Implement Service Management
Planning to Implement Service Management answers the question "Where do I start with ITIL?" It explains the steps necessary to identify how organisations might expect to benefit from ITIL and how to set about reaping those benefits. It will help organisations in identifying their strengths and weaknesses, enabling them to develop the former and overcome the latter.
ICT Infrastructure Management is part of the ITIL series from OGC that guides business users through the planning, delivery and management of quality IT services. This publication covers network service management, operations management, management of local processors, computer installation and acceptance and systems management.
For IT to bring the greatest possible benefits to a business, IT practitioners must develop a deep understanding of their organisation's key principles and requirements. Business Perspective Volume 1 performs a vital task. Given that there is absolute dependence of business on IT, it ensures that Best Practice flows from Information Services provision into the organisation as a whole.
Business Perspective Volume 2 contains best practice information for IT practitioners on the development and delivery of quality IS services to maximise business objectives and benefits, building on the foundation of the other publications in the information technology infrastructure library (ITIL) series.
