ITIL Version 2

Introduction to ITIL

This publication is the introduction to ITIL Version 2 (V2). The complete ITIL V2 library is extensive and this unique, official publication offers an essential overview of the methodology, benefits, and full range of ITIL V2 publications available. Clearly written and practical, anyone learning about ITIL or championing it within an organisation will find this book invaluable.

Service Support

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Service Support focuses on ensuring that the customer has access to appropriate services to support the business functions. Issues covered include service desk, incident management, problem management, configuration management, change management, and release management. It expands the necessary interactions between these and other core IT service management disciplines and updates best practice to reflect recent changes in technology and business practices.
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Service Delivery

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The second element in the ITIL Version 2 series, Service Delivery covers all aspects that must be taken into consideration by service providers who must offer business users adequate support. Issues covered include Service Level Management, Financial Management for IT Services, IT Service Continuity Management, Availability Management Contingency Planning, and Capacity Management. The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes.
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Planning to Implement Service Management

Planning to Implement Service Management explains the steps necessary to identify how an organisation might expect to benefit from ITIL and how to set about reaping those benefits.
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Security Management

Security Management explains the process of security management within IT service management. It focuses on the process of implementing security requirements identified in the IT Service Level Agreement rather than considering business issues of security policy. The publication was developed with consideration of the plans for consolidating and inter-linking the ITIL Version 2 Service Support and Service Delivery core guides.
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Business Perspective

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. Issues covered in 'Business Perspective' include business continuity management, partnerships and outsourcing, surviving change, and transformation of business practices through radical change.

» Business Perspective Volume 1 helps information services personnel align their activities with the needs of the business in order to deliver the greatest benefits.




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» Business Perspective Volume 2 shows how senior management can identify and then implement the right IT responses to a whole range of external factors; from legislation to the climate.



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ICT Infrastructure Management

ICT Infrastructure Management covers Network Service Management, Operations Management, Management of Local Processors, Computer Installation and Acceptance and for the first time, Systems Management.


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Application Management

Embracing the Software Development Lifecycle and expanding the issues touched on in Software Lifecycle Support and Testing of IT Services, Application Management also provides more detail on Business Change with emphasis being placed on clear requirement definition and implementation of solutions.

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Software Asset Management

Software is one of the most critical elements of information and communications technologies and most organisations have huge investments in software, whether internally developed or external procured. However organisations often do not invest commensurate effort into managing these software assets. This guide has been developed to assist with understanding what Software Asset Management (SAM) is and to explain what is required to perform it effectively and efficiently as identified in industry 'best practice'.
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Small-Scale Implementation

Adapted to provide sound processes for small organisations, Small-Scale Implementation will help any organisation with a small resource base implement all the key elements of ITIL. At the same time, it will act as a starting point for larger organisations either those under budget constraints or those who have departmentalised ITIL implementations.