Service Management - ITIL® Version 3 Publications

Version 2 (V2) has undergone a major refresh which is Version 3 (V3). Version 3 represents an important evolutionary step in its life. The refresh has transformed the guidance from providing a great service to being the most innovative and best in class. At the same time, the interface between old and new approaches is seamless so that users do not have to reinvent the wheel when adopting it. V3 allows users to build on the successes of V2 but take IT service management even further.

The Official ITIL Version 3 Portfolio includes:

• The OGC required products. These are the OGC Core Reference material and a range of OGC derived products. All products that are OGC-required are "Crown copyright - value-added".

• Complementary material from the Official Publisher, Official Accreditor and web based complementary products.

Core Reference Material

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• ITIL Lifecycle Publication Suite

OGC Derived Products

• The Introduction to ITIL Service Lifecycle
• Passing Your ITIL Foundation Exam - The ITIL Foundation Study Aid
• Key Element Guides

Complementary Products

• ITIL Small-Scale Implementation 2008 Edition
• Delivering IT Services using ITIL, PRINCE2 and DSDM Atern
• Building an ITIL based Service Management Department

More information on ITIL Versions:

ITIL Version 3 Publications

ITIL Version 2 Publications

Core Reference Material

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.

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Service Design
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.

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Service Transition
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.

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Service Operation
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.

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Continual Service Improvement
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.

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ITIL Lifecycle Publication Suite
The new core ITIL titles have been commissioned and structure to be read as a five title series, each building on the work of the other. As the five core titles reflect the lifecycle of services, their appeal encompasses the entire spectrum of people involved at any stage of the framework. So, without being the prime audience, everyone involved will benefit from access to the entire library.

The ITIL Lifecycle Publication Suite contain Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement and offers a considerable costs saving against purchasing all five titles individually.

The suite of titles offers considerable costs savings against purchasing all five titles individually: save 29% against purchasing all five individually (£425.00).

You can receive a 50% discount on the 'ITIL Lifecycle Publication Suite Book' when purchased with the 'ITIL Lifecycle Publication Suite Online Subscription'. To take advantage of this offer please call +44 (0)870 600 5522 or e-mail: subscriptions@tso.co.uk .

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OGC Derived Products

The Introduction to the ITIL Service Lifecycle
This introduction is your gateway to ITIL. It explains the basic concept of IT service Management and the place of ITIL, introducing the new lifecycle model, which puts into context all the familiar ITIL processes from the earlier books. It also serves to illuminate the background of the new ITIL structure. This title introduces ITSM and ITIL, explains why the service lifecycle approach is best practice in today's ITSM, and makes a persuasive case for change.

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Passing Your ITIL Foundation Exam - The ITIL Foundation Study Aid
'Passing Your ITIL Foundation Exam - ITIL Foundation Study Aid', is endorsed by APM Group, the official ITIL Accreditor, and contains full details of the ITIL Qualifications. Suitable for those taking the foundation exam, it provides an overview of the purpose, objectives, and format of the examination. This publication offers a top level introduction to understanding the Service Lifecycle and each of the five components of the Lifecycle to help candidates pass the foundation exam.

Key Element Guides
Key Element Guides are handy reference guides to the core ITIL titles: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. The Key Element Guides discuss ITIL, its evolution and the need for the Service Lifecycle approach. They examine what is meant by best practice framework, how this relates to 'common practice', and about degrees of prescription and what compliance means. Each book provides an overview of the key elements, principles and objectives of the core ITIL title it examines.

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Complementary Products

ITIL Small-Scale Implementation 2008 Edition
'ITIL Small-Scale Implementation 2008 Edition' has been updated in line with ITIL Version 3: the Service Lifecycle approach. It provides guidance to smaller organisations who wish to implement the ITIL guidance or who are already using it ands wish to improve their IT Service Management. The publication considers the significance of size, the characteristics of small organisations, and how to scale ITIL down for small organisations.

Delivering IT Services using ITIL, PRINCE2 and DSDM Atern
This publication, 'Delivering IT Services using ITIL, PRINCE2 and DSDM Atern', offers practical guidance on how to deliver an IT Service by employing ITIL, PRINCE2, and DSDM Atern together and discusses all three approaches, provides an overview, and the benefits of each. It also describes the issues that arise from implementing ITIL, the structure and content of PRINCE2, the breadth of DSDM and how they fit together, where the common areas sit, and where the specialities for each exist.

Building an ITIL based Service Management Department
ITIL concentrates on describing IT Service Management Processes, Functions and the Roles to perform those tasks but does not describe how to build a Department to run and manage those processes, leaving the question "How can I structure my organisation to most effectively support ITIL Service Management?". This publication explains in a structured and logical manner how to build an ITIL based Service Management Department that will both support and supplement those processes.

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