ITIL Pocket Guide

Produced by the IT Service Management Forum (ITSMF), the ITIL Pocket Guide (Version 2 2001) has been designed as a handy reference book for Information Technology (IT) Service Management practitioners and for those taking the Foundation Certificate in IT Service Management.

A complementary publication to the complete IT Infrastructure Library (ITIL) , the pocket guide explains the processes involved in the two key areas of Service Management, and their application to the complete service life cycle:

•  Service Support
  
•  Service Delivery

Contents

•  The Philosophy of Service Management
  
•  IT Service Management Best Practice
  
•  Implementing Service Management
  
•  Service Support Overview
  
•  Service Desk
  
•  Incident Management
  
•  Problem Management
  
•  Configuration Management
  
•  Change Management
  
•  Release Management
  
•  Service Delivery Overview
  
•  Service Level Management
  
•  Financial Management for IT Services
  
•  Capacity Management
  
•  IT Service Continuity Management
  
•  Availability Management
  
•  The Importance of Communication
  
•  Further Guidance and Contact Points