Service Management - ITIL® 2011 Edition Publications
Effective until 31 December 2021*, the use of printed out versions of Official AXELOS PDFs, and the use of PDFs or official eBooks on a second e-device (portable digital devices such as smartphones, tablets or laptops), is permitted when sitting an open-book exam that is proctored by PeopleCert:
*these changes will be reviewed accordingly at the end of December, taking into consideration the situation at that time.
ITIL provides a systematic and professional approach to the management of IT service provision. Based on expert advice and input from users, ITIL guidance is both current and practical, combining the latest thinking with sound common sense and guidance.
Using an holistic approach, ITIL looks at the lifecycle of a project rather than delivery sectors, with core lifecycle practices fully supported by more detailed content specific to industry, stakeholders and practice topics - strengthening the link between best practice and business benefits.
The official ITIL 2011 portfolio includes:
View our full list of available ITIL Translations.
Download the free Introductory Overview of ITIL 2011 (PDF 4Mb).
View the full list of official ITIL 2007 Publications.
Introductions
Essential ITIL
This downloadable PDF provides a short introductory overview to ITIL and ITIL processes. It can be used as an entry point, giving insight into ITIL and guiding the reader to specific topics within the ITIL core guidance publications to help them find out more.
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Introduction to the ITIL Service Lifecycle
'Introduction to the ITIL Service Lifecycle' introduces IT service management and ITIL. It summarises the best practices described in the 2011 editions' core guidance, explaining the basic concepts of ITIL and providing information on each stage of the service lifecycle.
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ITIL Foundation
ITIL Foundation Handbook
The 'ITIL Foundation Handbook: Pocketbook from the Official Publisher of ITIL' is a quick-reference revision guide designed zto help students prepare for their foundation exam.
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Passing Your ITIL Foundation Exam
The bestselling study aid 'Passing your ITIL Foundation Exam - 2011 Edition' is the ideal companion for students preparing for their ITIL Foundation Exam.
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ITIL Practitioner
ITIL Practitioner Guidance
ITIL Practitioner Guidance is the essential reference text which accompanies the ITIL Practitioner qualification. Fully integrated with the ITIL Practitioner syllabus, this publication is also a practical guide that helps IT service management (ITSM) professionals turn ITIL theory into practice through case studies, worksheets, templates and scenarios.
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ITIL Lifecycle Guidance and Key Element Guides
ITIL Lifecycle Publication Suite
ITIL is the most widely recognised framework for IT service management in the world. This suite of the five core ITIL publications maps out the service lifecycle and provides a systematic, professional approach to the management of IT services.
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Key Element Guide - Lifecycle Suite Books
ITIL Core individual titles and Key Element Guides
ITIL Service Strategy
As the introduction, and heart, of the service lifecycle, ITIL Service Strategy is ideal for both service provider executives and their business customers.
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Key Element Guide: ITIL Service Strategy
The 'Key Element Guide Service Strategy' provides a handy reference to the content contained within the core 'ITIL Service Strategy' guidance and summarises its key elements.
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ITIL Service Design
Through the service design stage of the service lifecycle, you can turn your strategy into a cost-effective plan that meets both current and future business needs.
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Key Element Guide - ITIL Service Design
The 'Key Element Guide ITIL Service Design' provides a handy reference to the content contained within the core ITIL Service Design guidance and summarises its key elements.
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ITIL Service Transition
ITIL Service Transition provides best-practice guidance on managing service change in a timely, cost-effective manner with minimal disruption to operations, customers, users and the business.
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Key Element Guide - ITIL Service Transition
The 'Key Element Guide ITIL Service Transition' provides a handy reference to the content contained within the core ITIL Service Transition guidance and summarises its key elements.
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ITIL Service Operation
ITIL Service Operation provides best-practice guidance on efficiently and effectively delivering these services for the benefit of the business, customers and users.
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Key Element Guide - ITIL Service Operation
Basket The 'Key Element Guide ITIL Service Operation' provides a handy reference to the content contained within the core ITIL Service Operation guidance and summarises its key elements.
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ITIL Continual Service Improvement
ITIL Continual Service Improvement provides best practice guidance on identifying and introducing a cycle of service management improvements, as well as a structured approach for assessing and measuring services.
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Key Element Guide - ITIL Continual Service Improvement
Basket The 'Key Element Guide ITIL Service Operation' provides a handy reference to the content contained within the core ITIL Service Operation guidance and summarises its key elements.
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ITIL Intermediate Capability Handbooks
Release, Control and Validation ITIL 2011 Intermediate Capability Handbook
Updated in line with the ITIL 2011 editions and the Release, Control and Validation (RCV) syllabus, this quick-reference guide will help you as you study for the RCV module of the ITIL Intermediate Capability qualification.
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Operational Support and Analysis ITIL 2011 Intermediate Capability Handbook
Updated in line with the ITIL 2011 editions and the Operational Support and Analysis (OSA) syllabus, this quick-reference guide will help you as you study for the OSA module of the ITIL Intermediate Capability qualification.
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Planning, Protection and Optimization: ITIL 2011 Intermediate Capability Handbook
Updated in line with the 2011 editions and Planning, Protection and Optimization (PPO) syllabus this quick reference guide will help you study for the PPO module of the ITIL intermediate capability qualification.
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Service Offerings and Agreements: ITIL 2011 Intermediate Capability Handbook
Updated in line with the 2011 editions and Service Offering and Agreements (SOA) syllabus, this quick reference guide will help you as you study for the SOA module of the ITIL intermediate capability qualification.
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ITIL Maturity Model and Self-Assessment Service
ITIL Maturity Model and Self-Assessment Service
The ITIL Maturity Model and Self-Assessment Service: full self-assessment comprises more than 4,000 questions across 30 questionnaires - one questionnaire for each of the 26 ITIL processes and 4 ITIL functions. Each process or function questionnaire is made up of five parts.
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ITIL Adoption Guidance
ITIL Lite: A Road Map to Full or Partial ITIL Implementation
ITIL Lite has been updated to align with the ITIL 2011 editions. This new edition reflects the latest ITIL best practice, it is aimed at encouraging organizations to adopt ITIL by selecting and implementing key ITIL 2011 components.
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Secrets of Service Level Management - A process owner's guide
An ITIL process guide that describes how to plan for, design, transition, operate and improve service level management. With a practical focus and real-life examples, this book turns the theory of SLM into practice.
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Collaborative Consulting
ITIL and ISO/IEC 20000: A Practical Handbook
The purpose of this publication is to provide your organization with a pragmatic approach to effectively implementing service management, incorporating practices from the ITIL framework and the ISO/IEC 20000 standard.
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Building an ITIL-based Service Management Department - 2nd Edition
This book provides step-wise practical guidance to set-up an ITIL-based service management department. This edition has been updated to align with the ITIL 2011 editions by updating the text, amending figures and replacing 12 illustrations.
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Interfacing and Adopting ITIL and COBIT
IT is operationally critical and strategic to an enterprise's success. Implementing best professional management practices should be a management imperative. ITIL and COBIT are two of the most widely adopted frameworks for supporting IT governance and management improvement initiatives.
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ITIL V3 Small-Scale Implementation
Planning to Implement Service Management
Agile Project and Service Management 2nd Edition
This new edition of Agile Project and Service Management shows how three of the top best practice approaches for delivering business change and managing IT services integrate effectively to achieve maximum benefit and add value to business.
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ITIL and the Information Lifecycle: Integrating agile, DevOps and ITSM
How information is recorded, secured, retrieved, changed and disposed of has changed dramatically in the last few years. New developments in security, regulations, cloud computing and big data have had a significant impact on how data and knowledge are processed.
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ITIL Guide to Software and IT Asset Management 2nd edition
This guide can help organizations achieve major benefits in risk management, cost reduction, enhanced security and improved service delivery.
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Passing your ITIL Managing Across the Lifecycle Exam
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