Using ITIL® capacity management processes, IT organizations can eliminate waste and overbuying, reduce both equipment and staffing costs, drive more value from existing investments, and consistently provide the right resources to meet the needs of the business. Now, in this comprehensive, best-practice guide, leading ITIL expert Larry Klosterboer systematically explains how to manage capacity using the ITIL framework and techniques.

Drawing on his extensive ITIL experience, Klosterboer covers all facets of ITIL-based capacity management, and offers proven solutions to the challenges IT organizations encounter in implementation. He presents expert guidance on accurately projecting demand and growth, planning and staffing, tool selection, process implementation, and much more.

This book’s practical insights will be invaluable to every IT leader who wants to leverage ITIL’s best practices for capacity management, and for every business and technical manager who wants IT to deliver greater value, efficiency, and effectiveness.

Coverage includes

Maguide the business case for capacity management
Establishing specific goals for capacity management
Mastering ITIL capacity management terminology
Predicting capacity in dynamic, fast-changing organizations
Implementing systems that help you anticipate trends
Defining capacity plans, staffing capacity management teams, and implementing ongoing processes
Linguide capacity with performance management and with other ITIL processes
Selecting the right capacity management tools for your environment
Integrating capacity issues into your IT project management discipline
Using “business capacity planning” to help the entire business become more agile

Hidden Content

http://www.filesonic.com/file/586511671/ITIL.Capacity.Management.pdf

or

http://www.fileserve.com/file/uyVZJGN/ITIL.Capacity.Management.pdf

In general, itil V3 makes the link between ITIL’s best practice and business benefits both clearer and stronger. The main development is that V3 takes a lifecycle approach to guidance, as opposed to organising according to IT delivery sectors. ITIL is now based on a core of five titles:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement

The changes reflect the way ITSM has matured over the past decades. For example:
- Where V2 talked about Business and IT Alignment, V3 emphasises Business and IT integration.
- Where V2 talked about Value Chain Management, V3 emphasises Value Network Integration.
- Where V2 talked about Linear Service Catalogues, V3 emphasises Dynamic Service Portfolios.
- Where V2 talked about Collection of integrated processes, V3 emphasises Holistic Service Management Lifecycle.

The Official Introduction to the ITIL – Service Lifecycle

Publisher: TSO and OGC
Press date: August 31st 2007
ISBN10: 0113310617
ISBN13: 978-0-1133-1061-6
Pages: 238

Key features:
The main body introduces the five main titles with an introduction and clearly laid out summary of objectives, practice, key elements, roles and responsibilities and service performance.
Gives an overview of the guidance specific to each stage of the lifecycle.
Each chapter concludes with key messages and lessons, showing how the Introduction relates to the full library with its deeper levels of practice expertise and structured application.

Brief Table of Contents:
===============
Introduction
Core Guidance Topics
The ITIL Service Management Lifecycle – Core of Practice
Service Strategy – Governance and Decision-Maguide
Service Design – Building Structural Service Integrity
Service Transition – Prepairing for Change
Service Operation
Continual Service Improvement
Complementary Guidance
The ITIL Service Management Model

File size: 13 MB
File type: PDF (Scanned)
RAR password: LooDuck

http://rapidshare.com/files/86065627/ITILv3SL.rar

Service Design

Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 0113310471
ISBN13: 978-0-1133-1047-0
Pages: 334

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.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Service design objectives and elements
- Selecting the service design model
- Cost models
- Benefit/risk analysis
- Implementing service design
- Measurement and control

Brief Table of Contents:
===============
Introduction
Service Management as a Practice
Service Design Principles
Service Design Processes
Service Design Technology-related Activities
Organizing for Service Design
Technology Considerations
Implementing Service Design
Challenges, Critical Success Factors and Risks
Appendix A: The Service Design Package
Appendix B: Service Acceptance Criteria (Example)
Appendix C: Process Documentation Templates (Example)
Appendix D: Design and Planning Documents and their Contents (Example)
Appendix E: Environmental Architectures and Standards
Appendix F: Sample SLA and OLA
Appendix G: Example Service Catalogue
Appendix H: The Service Management Process Maturity Framework
Appendix I: Example Contents of a Statement of Requirement (SoR) and/or Invitation to Tender (ITT)
Appendix J: The Typical Contents of a Capacity Plan
Appendix K: The Typical Contents of a Recovery Plan

File size: 9.5 MB
File type: PDF (Scanned)
RAR password: LooDuck

http://rapidshare.com/files/86061371/ITILv3SD.rar

Service Transition

Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 011331048X
ISBN13: 978-0-1133-1048-7
Pages: 261

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.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Managing organisational and cultural change
- Knowledge management
- Service knowledge management system
- Methods, practices and tools
- Measurement and control
- Companion best practices

Brief Table of Contents:
===============
Introduction
Service Management as a Practice
Service Transition Principles
Service Transition Processes
Service Transition Common Operation Activities
Organizing for Service Transition
Technology Considerations
Implementing Service Transition
Challenges, critical success factors and risks
Appendix A: Description of Asset Types

File size: 7 MB
File type: PDF (Scanned)
RAR password: LooDuck

http://rapidshare.com/files/86067907/ITILv3ST.rar

Service Strategy

Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 0113310455
ISBN13: 978-0-1133-1045-6
Pages: 264

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.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Service Management strategy and value planning.
- Linguide IT service strategy to business needs.
- Planning and implementing service strategy.

Brief Table of Contents:
========================
Introduction
Service Management as a Practice
Service Strategy Principles
Service Strategy
Service Economics
Strategy and Organization
Strategy, Tactics and Operations
Technology and Strategy
Challenges, Critical Success Factors and Risks
Appendix A: Present Value of an Annuity
Appendix B: Supplementary Guidance

File size: 6 MB
File type: PDF (OCR)
RAR password: LooDuck

http://rapidshare.com/files/87265626/ITILv3SS.rar

Service Operation

Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 0113310463
ISBN13: 978-0-1133-1046-3
Pages: 263

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.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Application Management
- Change Management
- Operations Management
- Control processes and function
- Scaleable practices
- Measurement and control

Brief Table of Contents:
========================
Introduction
Service Management as a Practice
Service Operation Principles
Service Operation Processes
Common Service Operation Activities
Organizing for Service Operation
Technology Considerations
Implementing Service Operation
Challenges, Critical Success Factors and Risks
Appendix A: Complementary Industry Guidance
Appendix B: Communication in Service Operation
Appendix C: Kepner and Tregoe
Appendix D: Ishikawa Diagrams
Appendix E: Detailed Description of Facilities Management
Appendix F: Physical Access Control

File size: 2 MB
File type: PDF (OCR)
RAR password: LooDuck

http://rapidshare.com/files/87265137/ITILv3SO.rar

Continual Service Improvement

Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 0113310498
ISBN13: 978-0-1133-1049-4
Pages: 221

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.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Business and technology drivers for improvement
- Justification
- Business, financial and organisational improvements
- Methods, practices and tools
- Measurement and control
- Companion best practices

Brief Table of Contents:
========================
Introduction
Service Management as a Practice
Continual Service Improvement Principles
Continual Service Improvement Processes
Continual Service Improvement Methods and Techniques
Organizing for Continual Service Improvement
Technology Considerations
Implementing Continual Service Improvement
Challenges, Critical Success Factors and Risks
Appendix A: Complementary Guidance

File size: 2.5 MB
File type: PDF (OCR)
RAR password: LooDuck

http://rapidshare.com/files/87265001/ITILv3CSI.rar

Ghost Rider

Group:Super Moderators
Posts:716
Joined:11-September 08
Posted 20 January 2010 – 04:25 PM

Van Haren Publishing, “ITIL V3 Foundation Exam: The Study Guide”
Van Haren Publishing | 2008-11-07 | ISBN: 9087530692 | 230 pages | PDF | 1,5 MB

This new title covers all the material found in the ITIL exam

Image

Publisher: TSO and OGC
Press date: August 31st 2007
ISBN10: 0113310617
ISBN13: 978-0-1133-1061-6
Pages: 238

Key features:
The main body introduces the five main titles with an introduction and clearly laid out summary of objectives, practice, key elements, roles and responsibilities and service performance.
Gives an overview of the guidance specific to each stage of the lifecycle.
Each chapter concludes with key messages and lessons, showing how the Introduction relates to the full library with its deeper levels of practice expertise and structured application.

Brief Table of Contents:
===============
Introduction
Core Guidance Topics
The ITIL Service Management Lifecycle – Core of Practice
Service Strategy – Governance and Decision-Maguide
Service Design – Building Structural Service Integrity
Service Transition – Prepairing for Change
Service Operation
Continual Service Improvement
Complementary Guidance
The ITIL Service Management Model

File size: 13 MB
File type: PDF (Scanned)
RAR password: LooDuck

http://rapidshare.com/files/86065627/ITILv3SL.rar

Service Design

Image

Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 0113310471
ISBN13: 978-0-1133-1047-0
Pages: 334

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.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Service design objectives and elements
- Selecting the service design model
- Cost models
- Benefit/risk analysis
- Implementing service design
- Measurement and control

Brief Table of Contents:
===============
Introduction
Service Management as a Practice
Service Design Principles
Service Design Processes
Service Design Technology-related Activities
Organizing for Service Design
Technology Considerations
Implementing Service Design
Challenges, Critical Success Factors and Risks
Appendix A: The Service Design Package
Appendix B: Service Acceptance Criteria (Example)
Appendix C: Process Documentation Templates (Example)
Appendix D: Design and Planning Documents and their Contents (Example)
Appendix E: Environmental Architectures and Standards
Appendix F: Sample SLA and OLA
Appendix G: Example Service Catalogue
Appendix H: The Service Management Process Maturity Framework
Appendix I: Example Contents of a Statement of Requirement (SoR) and/or Invitation to Tender (ITT)
Appendix J: The Typical Contents of a Capacity Plan
Appendix K: The Typical Contents of a Recovery Plan

File size: 9.5 MB
File type: PDF (Scanned)
RAR password: LooDuck

http://rapidshare.com/files/86061371/ITILv3SD.rar

Service Transition

Image

Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 011331048X
ISBN13: 978-0-1133-1048-7
Pages: 261

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.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Managing organisational and cultural change
- Knowledge management
- Service knowledge management system
- Methods, practices and tools
- Measurement and control
- Companion best practices

Brief Table of Contents:
===============
Introduction
Service Management as a Practice
Service Transition Principles
Service Transition Processes
Service Transition Common Operation Activities
Organizing for Service Transition
Technology Considerations
Implementing Service Transition
Challenges, critical success factors and risks
Appendix A: Description of Asset Types

File size: 7 MB
File type: PDF (Scanned)
RAR password: LooDuck

http://rapidshare.com/files/86067907/ITILv3ST.rar

Service Strategy

Image

Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 0113310455
ISBN13: 978-0-1133-1045-6
Pages: 264

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.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Service Management strategy and value planning.
- Linguide IT service strategy to business needs.
- Planning and implementing service strategy.

Brief Table of Contents:
========================
Introduction
Service Management as a Practice
Service Strategy Principles
Service Strategy
Service Economics
Strategy and Organization
Strategy, Tactics and Operations
Technology and Strategy
Challenges, Critical Success Factors and Risks
Appendix A: Present Value of an Annuity
Appendix B: Supplementary Guidance

File size: 6 MB
File type: PDF (OCR)
RAR password: LooDuck

http://rapidshare.com/files/87265626/ITILv3SS.rar

Service Operation

Image

Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 0113310463
ISBN13: 978-0-1133-1046-3
Pages: 263

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.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Application Management
- Change Management
- Operations Management
- Control processes and function
- Scaleable practices
- Measurement and control

Brief Table of Contents:
========================
Introduction
Service Management as a Practice
Service Operation Principles
Service Operation Processes
Common Service Operation Activities
Organizing for Service Operation
Technology Considerations
Implementing Service Operation
Challenges, Critical Success Factors and Risks
Appendix A: Complementary Industry Guidance
Appendix B: Communication in Service Operation
Appendix C: Kepner and Tregoe
Appendix D: Ishikawa Diagrams
Appendix E: Detailed Description of Facilities Management
Appendix F: Physical Access Control

File size: 2 MB
File type: PDF (OCR)
RAR password: LooDuck

http://rapidshare.com/files/87265137/ITILv3SO.rar

Continual Service Improvement

Image

Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 0113310498
ISBN13: 978-0-1133-1049-4
Pages: 221

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.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Business and technology drivers for improvement
- Justification
- Business, financial and organisational improvements
- Methods, practices and tools
- Measurement and control
- Companion best practices

Brief Table of Contents:
========================
Introduction
Service Management as a Practice
Continual Service Improvement Principles
Continual Service Improvement Processes
Continual Service Improvement Methods and Techniques
Organizing for Continual Service Improvement
Technology Considerations
Implementing Continual Service Improvement
Challenges, Critical Success Factors and Risks
Appendix A: Complementary Guidance

File size: 2.5 MB
File type: PDF (OCR)
RAR password: LooDuck

http://rapidshare.com/files/87265001/ITILv3CSI.rar

Regards,

How can I become certified at the Manager’s level?
Is there a sample letter I can send to my boss explaining the level of commitment required?
Is there a guide that tells me exactly what steps to take and what to expect for the training and exam?
What is the exam like?
Are there any “hints” you can give me to help me pass the exams?
I have a lot of experience in this area – could I take the exam without taguide the class?
How long after I take the training do I have to sit for the exam?
How often is the exam held?
I have taken my Service Manager courses with a different Training Provider. What do I need to do in order to take the exam through HP?
The courses I took were accredited by ISEB, not EXIN. Can I still take the EXIN exams? What do I need to provide?
When and how do I register for the exam?
Where can I take the exam?
Do you ever offer computer exams?
I have rheumatoid arthritis and cannot write 3 hours – what can I do?
My first language is Spanish [or Portuguese, or French, etc.] — do you allow extra time for this?
How should I prepare for the exam?
Will I receive confirmation that I am registered?
Are there different Case Studies for each exam session – or will I always use the same one no matter how many times I take the exam?
What if my plans change and I need to cancel my exam session?
What can I take with me to the exam site?
What happens when I arrive at the exam session?
May I write on the Case Study?
Do I get any extra time to read the Case Study?
What if I arrive late?
Do I have to take both parts of the exam?
How are the exams graded?
How long will it take to get my results?
What score do I have to earn to pass?
What is the expected pass rate?
What is a distinguished score?
What if I want to dispute my exam results?
Is there a maximum number of times I am allowed to take the exam?
What if I don

Tens of thousands of people understand why the material by The Art of Service is a worldwide best-seller. Is it their years of ITIL experience? The endless hours of ongoing research? The interviews with those who failed the exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on maguide sure you don’t waste a single minute of your time studying any more than you absolutely have to? Actually, it’s all of the above.

This book includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the ITIL V3 Service Capability OSA exam on your FIRST try.

Done the ITIL V3 Service Capability OSA course, up to speed with the theory? Buy this. Read it. And Pass the ITIL V3 Service Capability OSA Exam.

Product Details
Paperback: 136 pages
Publisher: Emereo Pty Ltd (January 3, 2009)

Tens of thousands of people understand why the material by The Art of Service is a worldwide best-seller. Is it their years of ITIL experience? The endless hours of ongoing research? The interviews with those who failed the exam, to identify gaps in their knowledge? Or is it the razor-sharp focus on maguide sure you don’t waste a single minute of your time studying any more than you absolutely have to? Actually, it’s all of the above.

This book includes new exercises and sample questions never before in print. Offering numerous sample questions, critical time-saving tips plus information available nowhere else, this book will help you pass the ITIL V2 Foundation exam on your FIRST try.

Done the ITIL V2 Foundation course, up to speed with the theory? Buy this. Read it. And Pass the ITIL V2 Foundation Exam.

Product Details
Paperback: 72 pages
Publisher: Emereo Pty Ltd (November 25, 2008)

From the Back Cover
Covers CompTIA A+ exams 220-601, 220-602, 220-603, and 220-604

Here’s what you need to pass the A+ Certification exam