1. Service Support
ITIL publications collection
It is the first book you'd like to start with. Covers areas of day-to-day IT support operations, how to organise an IT Service Desk function, implementing Incident, Problem, Change, Configuration and Release management procedures. So, this speaks about your immediate targets.
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2. Service Delivery
ITIL publications collection
The second book covers more strategic areas of IT Service Management. The topics cover questions in the areas of IT Service Level Management (SLA), IT Financial Management, Availavility, Capacity management and so on. This book will help you to define you future targets and develop an achievement plan.
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3. Planning To Implement ITSM
ITIL publications collection
The 3rd book speaks about the actual implementation. Contains some general assumptions and recommendations how you are going to achieve you short term and long term goals. It is a complimentary book and would be useful for guys who is not strong in areas of project management. More experienced management professionals will find some common problems and tipwires you can encounter during your implementation.
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4. ITIL ICT Infrastructure Management
ITIL publications collection
Describes the set of common principles you want to consider when setting up a new IT environment. Is quite useful book of you want to assess what you've got so far and how is it poorly designed :))
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5. ITIL Application Management
ITIL publications collection
SDLC (S=Software, not Systems – it is always confusing). General talk about making sure the set of applications we use underpins our business requirements.
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Hope you'll enjoy those books. I'll appreciate if anyone could share the other OGC books - Security Management, Software Asset, and Business Perspective books. If you have any ITIL related questions please do not hesitate to contact me using private messages - I'll be happy to help Thanks for reading.
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Устал писать. Собственно, для серъезных людей наверное не стоит объяснять их бин ITIL и с чем его едят. Естественно there is no a silver bullet, и рекомендации всегда таковыми и останутся, но, вышеприведенные публикации позволяют посмотреть немножко с других позиций на ИТ департамент – с точки зрения бизнеса. Могу сказать, что внедрив лишь некоторые сферы, мы смогли довольно здорово повысить эффективность нашей работы, минимизировать затраты и все такое прочее.
ИМХО, данные вещи нужно читать всем. Начиная от телефонных обезьян и заканчивая CIO.
Всем удачи :) Спасибо за внимание
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