itil

Servicing ITIL: A Handbook of IT Services for ITIL Managers and Practitioners
$24.95
This book is nothing more than a few lists of example services in the format of an outline. It's the kind of work you would see from a college student turning in a report that had to be 250 pages long. It is filled with fluff and provided minimal help as we put together our own organization's service catalog.

ITIL V3 Foundation Complete Certification Kit - Study Guide Book and Online Course
$99.97
I am a technology salesperson without a technical background that is interested in enhancing my knowledge of ITIL and my resume. I purchased this online course and guide and spent about 15 hours taking the class and reading the book over the course of three weeks. I took the online course and read the corresponding chapter in the book as I went. I passed the first try with an 87% and I'm so glad I purchased this Study Kit.

Foundations of IT Service Management: The Unofficial ITIL v3 Foundations Course in a Book
$49.99
The book is well structured and easy to read. I would recommend to anyone taking the ITIL foundations exam.

Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives
$24.95
I found this book very interesting and I highly recommend it for Lean Six Sigma practitioners who work on IT teams or, are involved in IT integration within their process workflows. It provides useful measures (metrics) which describe the performance of information technology systems. The metrics are divided into categories which include operations, key performance indicators, tolerances, critical success factors, dashboards and outcomes. This extensive metric listing is also integrated into a DICE model at the end of the book. DICE is an acronym representing project duration, integrity, commitment and effort. These elements form the basis of a project success prediction score. The DICE model was published in the Harvard Business Review in the article, title, The Hard Side of Change Management. It was authored by Harold L. Sirkin, Perry Keenan and Alan Jackson (Reprint R0510G).