ITIL Continual Service Improvement (ITIL Service Lifecycle) - Softcover

Vernon Lloyd

Softcover

ISBN 10: 011331308X ISBN 13: 9780113313082

Publisher: TSO, The Stationery Office, 2011

Synopsis

Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasized the importance of continual service improvement. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement. Key Features The updated ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6) to improve consistency and aid navigation. Some content has been reorganized to improve flow and readability, and ensure alignment across the suite including clarification around interfaces, and inputs and outputs across the service lifecycle. Terminology has been clarified and made consistent across the publications and the ITIL glossary.Summary of Updates from the Author The seven-step improvement process and its relationship with the Deming Plan-Do-Check-Act cycle and knowledge management has been clarified. The CSI model has been re-named the CSI approach and the concept of a CSI register has been introduced as a place to record details of all improvement initiatives within an organization. Minor changes have been made throughout the book to clarify the meaning and to improve readability. Particular emphasis has been made on documenting the interfaces from CSI to other lifecycle stages

About this title

About the Author:

Summary of Updates from the Author The seven-step improvement process and its relationship with the Deming Plan-Do-Check-Act cycle and knowledge management has been clarified. The CSI model has been re-named the CSI approach and the concept of a CSI register has been introduced as a place to record details of all improvement initiatives within an organization. Minor changes have been made throughout the book to clarify the meaning and to improve readability. Particular emphasis has been made on documenting the interfaces from CSI to other lifecycle stages

Review:

The update has added clarity and consistency amongst the five books and it has improved the ease of readability and understanding for users.' Christiane Chung Ah Pong, NCS PTE LTD (Singapore) --Best Management Pratice

Most of the inconsistencies made in the first edition are removed during the update of the ITIL V3 core books. This is a great improvement...' Frank Eggert, MATERNA GmbH --Best Management Pratice

The updated ITIL publications are an astounding improvement over the earlier version. The language and descriptions are so clear and concise, they give the reader a much clearer appreciation of the processes and stages of the ITIL lifecycle.' Ryan Fraser, HP --Best Management Pratice

Most of the inconsistencies made in the first edition are removed during the update of the ITIL V3 core books. This is a great improvement...' Frank Eggert, MATERNA GmbH --Best Management Pratice

The updated ITIL publications are an astounding improvement over the earlier version. The language and descriptions are so clear and concise, they give the reader a much clearer appreciation of the processes and stages of the ITIL lifecycle.' Ryan Fraser, HP --Best Management Pratice

About this edition

• Publisher: TSO, The Stationery Office
• Publication date: 2011
• ISBN 10: 011331308X
• ISBN 13: 9780113313082
• Binding: Paperback
• Edition number: 2
• Number of pages: 260