Best Management Practice

www.best-management-practice.tvITIL Examination andAccreditation Services fromAPMGThe APM Group (APMG) specializes in theaccreditation and certification of trainingorganizations, consultancy organizations,their personnel and practitioners. It hascontinually developed and adapted itsaccreditation processes with three clearobjectives in mind: To ensure the marketplace, includingindividuals taking examinations andorganizations seeking consultancy advice,has confidence in the services provided byits accredited organizations To help its accredited organizationsdevelop and extend the market forits services, both by supporting newinitiatives and helping to prevent themisuse of intellectual property rights To ensure that, whilst its accreditationprocesses remain rigorous and standardsare kept high, unnecessary burdens arenot placed on those being accredited.For more information on accreditation pleasecontact accreditation@apmgroup.co.ukFor details on ITIL V3 qualifications, includinghow they relate to V2 qualifications, thequalification scheme and credit system, visitwww.itil-officialsite.comOGC Official Publications Brochure Spring/Summer 2010Dansk ITDansk IT is an independant and wellestablished body within Denmark’s IT society.It is the largest association for IT professionalsin Denmark with more than 6,000 members.www.dansk-it.dkDF Certifiering ABDF Certifiering AB (DFC) is a wholly ownedsubsidiary to Dataföreningen Sverige, theSwedish Computer Society with 26,000 ITprofessional members in Sweden. DFC’s roleis to give accreditation to training providersand certify IT. DFC also provides productsin the field of Information Security and selfassessed tests for e-Citizens.www.dfs.se/dfcertifieringEXINThe Examination Institute for InformationScience in the Netherlands is a global,independent IT examination provider. EXINestablishes educational requirements anddevelops and organizes examinations andlearning tracks in the field of IT.www.exin-exams.comISEBThe Information Systems ExaminationBoard (ISEB) is a wholly owned subsidiaryof the British Computer Society. ISEBprovides industry recognized qualificationsthat measure competence, ability andperformance in many areas of IT,including ITIL.www.bcs.orgOfficial professional qualifications based onITIL are currently offered by the followingExamination Institutes:APMG-InternationalPEOPLECERT GroupAPMG-International specializes inthe accreditation and certification oforganizations, processes and people.APMG-International is an accredited ITILExamination Institute offering globalaccreditation and examination services fortraining providers and candidates.www.apmg-international.comPEOPLECERT Group is a prominent PersonnelCertification Body that has issued to datemore than 2.2 million certificates globally ina variety of certification schemes. Its schemesrange from IT to Language assessment,including schemes from prestigiousorganizations such as ECDL Foundation, City& Guilds Organizations.www.peoplecert.orgCSMECSME has been working to promote ITProfessionalism in the US and the Americasfor over half a decade. While they have beenfocused on ITIL to date, CSME is positionedto support all IT Certification schemesthat promote IT Professionalism. CSME iscommitted to maintaining and advancing theintegrity of the examination processes for allIT Professional Certifications. They do thiswhile always putting customer service first.www.csme.us6587 OGC Brochure v0 14.indd 5The IT Service ManagementForum (itSMF)itSMF is a global, independent,internationally recognized not-for-profitorganization dedicated to promotingexcellence in IT Service Management. TheitSMF organization is wholly owned andprincipally run by its members. It consists of acontrolling and co-ordinating body, itSMFInternational and a rapidly growing numberof international chapters - each with a largedegree of autonomy but adhering to acommon code of conduct.itSMF's community is currently comprisedof 52 international chapters. Each of thesechapters essentially runs itself, with guidanceand support from the international body.Whilst there are variations in productsand services across the chapters, the coreprinciples remain the same and the offeringsof each chapter drive towards a commonend goal – providing thought leadershipand promoting excellence in the practiceof ITSM. Further details, and links to localchapters can be found atwww.itsmfi.orgLoyalist Certification ServicesLoyalist Certification Services (LCS) is basedin North America and is a division of theLoyalist College in Ontario, Canada. LCSoffers end-to-end examination services witha specific focus on ITIL certification.www.lcsexams.comITIL Examination Institutes5TÜV SÜDAkademie TÜV SÜD Group is well knownfor consulting, testing, certification andtraining on behalf of industry, trade andcommerce, public institutions and privateindividuals. TÜV SÜD creates increased safetyand added economic value by supportingthe competitive strength of our customersthrough the world.www.tuev-sued.de18/6/10 16:09:47

6OGC Official Publications Brochure Spring/Summer 2010Your multi-media ITIL libraryITIL publications are available in a numberof formats to ensure that all user needs anddemands are met.Available formats: Hard Copy, the books are availableindividually or as a complete set. PDF Single User, a non-networkablebasic PDF, it is fully searchable, offers youimmediate access to the publication and isavailable individually or as a set. Handheld eBook, this format allowsITIL publications to be downloaded ontoyour handheld device for easy accesswhilst on the move. Purchase of theeBook also provides access to eb20 viathe internet, which means you can readthe publication online from any computerthat is connected to the internet. Online Annual Subscription, offersa corporate access solution as well aspackages suitable for individual access.The online subscription is the onlyway to get instant access to the latestauthoritative text including access to allamendments and impressions issuedthroughout the year.The online subscription’s basicfunctionality includes: dynamic content,easy navigation, bookmarking, history,cross linking between chapters and apop-up glossary of terms.Maximizing your AccessTo embed the guidance into yourorganization, easy access is vital. The mostpractical way of providing this to all coreusers is via electronic access, allowing youto broaden availability throughout yourorganization.Multi-User Licences offer the greatest accessto the guidance and are based on thenumber of users accessing the content at thesame time. For example, if your company has500 employees but only expects 10 to accessthe guidance simultaneously, a licence for 10concurrent users would be appropriate.Online Annual Subscriptions are availablein Japanese. For further information or toplace an order please visitwww.best-management-practice-itil.jpOnline Annual Subscriptionswill be available in Chinese!For further information visitwww.best-management-practice-itil.cnFor further information on corporatesubscriptions, to discuss yourrequirements or to obtain a quote pleaseemail ITILOnline@tso.co.uk6587 OGC Brochure v0 14.indd 6www.best-management-practice.comThe Introduction to the ITILService LifecycleHandheld eBook Suite †9780113311231 299.00 ( 351.33 inc VAT)This publication introduces readers to theprinciples behind the Version 3 guidance,before taking them through the five coretitles, chapter by chapter. Each chapterconcludes with key messages and lessons,showing how the introduction relates to thefull library with its deeper levels of practiceexpertise and structured application.Online Annual Subscription-Individual AccessHard Copy9780113311316 30.00French version9780113311453 30.00PDF Single User †9780113310623 30.00 ( 35.25 inc VAT)French version †9780113311491 30.00 ( 35.25 inc VAT)Korean version †9780113311521 30.00 ( 35.25 inc VAT)Online Annual Subscription-Individual Access7003174 25.00 ( 29.38 inc VAT)7003158 265.00 ( 311.38 inc VAT)Also available in: JapaneseService Strategy (SS)A view of ITIL that alignsbusiness and IT so thateach brings out the bestin the other. It ensuresthat every stage of theservice lifecycle staysfocused on the businesscase and relates to allthe companion process elements that follow.Subsequent titles will link deliverables tomeeting the business goals, requirements andservice management principles described inthis publication.Hard Copy9780113310456 85.00Chinese version9780113312313 85.00Japanese version9780113311330 85.00German version9780113311385 85.00Spanish version9780113311583 90.00Coming Soon: PortugueseITIL Lifecycle Publication SuiteBuying the complete set of five corelifecycle publications offers a saving of nearly30% against purchasing the titles individually.The suite is comprised of Service Strategy,Service Design, Service Transition, ServiceOperation and Continual Service Improvement.PDF Single User †9780113310524 85.00 ( 99.88 inc VAT)Hard Copy Collection9780113310500 299.00Spanish version PDF †9780113312504 90.00 ( 105.75 inc VAT)Chinese version9780113312368 299.00Coming Soon: Portuguese version PDF †German version9780113311439 299.00Handheld eBook †9780113310890 85.00 ( 99.88 inc VAT)Japanese version9780113311446 299.00 ( 351.33 inc VAT)Spanish version9780113312481 315.00Coming Soon: PortuguesePDF Collection Single User †9780113310517 299.00 ( 351.33 inc VAT)German version PDF †9780113311811 299.00 ( 351.33 inc VAT)German version PDF †9780113311767 85.00 ( 99.88 inc VAT)Japanese version PDF †9780113311828 85.00 ( 99.88 inc VAT)Online Annual Subscription-Individual Access7003147 75.00 ( 88.13 inc VAT)Also available in: JapaneseComing Soon: Chinese† Only available to order online.Japanese version PDF †9780113311446 299.00 ( 351.33 inc VAT)Spanish version9780113312498 315.00Coming Soon: Portuguese18/6/10 16:09:48

www.best-management-practice.tvService Design (SD)In order to meet currentand future businessrequirements, ServiceDesign provides guidanceon the productionand maintenance of ITpolicies, architecturesand documents forthe design of appropriate and innovative ITinfrastructure services solutions and processes.Hard Copy9780113310470Chinese version9780113312320French version9780113311620 85.00 85.00 85.00Japanese version9780113311347 85.00Spanish version9780113312276OGC Official Publications Brochure Spring/Summer 2010 90.00Online Annual-Subscription-Individual Access7003156 75.00 ( 88.13 inc VAT)PDF Single User †9780113310555 85.00 ( 99.88 inc VAT)Also available in: JapaneseFrench version PDF †9780113311606 85.00 ( 99.88 inc VAT)German version PDF †9780113311781 85.00 ( 99.88 inc VAT)Japanese version PDF †9780113311842 85.00 ( 99.88 inc VAT)Spanish version PDF †9780113312559 90.00 ( 105.75 inc VAT)Coming Soon: Portuguese version PDF †Handheld eBook †9780113310913 85.00 ( 99.88 inc VAT) 85.00Spanish version9780113312269Online Annual Subscription-Individual Access7003155 75.00 ( 88.13 inc VAT) 90.00Also available in: JapaneseJapanese version PDF †9780113311835 85.00 ( 99.88 inc VAT)Spanish version †9780113312542 90.00 ( 105.75 inc VAT)Coming Soon: Chinese and Portugueseversion PDF †Handheld eBook †9780113310906 85.00 ( 99.88 inc VAT)Online Annual Subscription-Individual Access7003148 75.00 ( 88.13 inc VAT)Also available in: JapaneseService Transition(ST)Service Transitionfocuses on the broader,long-term changemanagement role andrelease practices so thatrisks, benefits, deliverymechanisms and theease of ongoing operations of service areconsidered. This publication provides guidanceand process activities for the transition ofservices into the business environment.Service Operation(SO)By focusing on deliveryand control processactivities, a highlydesirable steady state ofmanaging services canbe achieved on aday-to- day basis. Toensure it is integrated with the rest of the lTILlibrary, guidance is based on a selection offamiliar service support and service deliverycontrol points.Hard Copy9780113310463Chinese version9780113312344 85.00Hard Copy9780113310494Chinese version9780113312351 85.00 85.00German version9780113311422 85.00Spanish version9780113311460 90.00Coming Soon: Chinese and PortuguesePDF Single User †9780113310562 85.00 ( 99.88 inc VAT)German version PDF †9780113311804 85.00 ( 99.88 inc VAT)Japanese version PDF †9780113311866 85.00 ( 99.88 inc VAT)Spanish version †9780113312474 90.00 ( 105.75 inc VAT)Coming Soon: Portuguese version PDF †French version9780113311477 85.00Handheld eBook †9780113310937 85.00 ( 99.88 inc VAT)German version9780113311415 85.00Online Annual Subscription-Individual Access7003157 75.00 ( 88.13 inc VAT)Japanese version9780113311361 85.00Spanish version9780113311507 90.00Coming Soon: Chinese and PortugueseAlso available in: JapaneseConcurrent Licences are available foronline subscription. To discuss yourrequirements or to obtain a quote emailitilonline@tso.co.ukPDF Single User †9780113310531 85.00 ( 97.75 inc VAT)French version PDF †9780113311484 85.00 ( 99.88 inc VAT) 85.00German version PDF †9780113311798 85.00 ( 99.88 inc VAT)Chinese version9780113312337 85.00Japanese version PDF †9780113311859 85.00 ( 99.88 inc VAT)German version9780113311408 85.00Spanish version †9780113311514 90.00 ( 105.75 inc VAT)6587 OGC Brochure v0 14.indd 7Alongside the deliveryof consistent, repeatableprocess activities as partof service quality, ITIL hasalways emphasized theimportance of continualimprovements. Focusingon the process elements involved in identifyingand introducing service managementimprovements, this publication also deals withissues surrounding service retirement. 85.00Hard Copy9780113310487Japanese version9780113311354 85.00Continual ServiceImprovement (CSI)Japanese version9780113311378 85.00Coming Soon: PortugueseGerman version PDF †9780113311774 85.00 ( 99.88 inc VAT)Handheld eBook †9780113310920 85.00 ( 99.88 inc VAT)Coming Soon: Chinese and PortugueseGerman version9780113311392PDF Single User †9780113310548 85.00 ( 99.88 inc VAT)7Coming Soon: Portuguese version PDF †18/6/10 16:09:50

8OGC Official Publications Brochure Spring/Summer 2010www.best-management-practice.comITIL LiteBuilding anITIL-based ServiceManagementDepartmentA road map tofull or partial ITILImplementationITIL Lite is aimedat encouragingorganizations to adoptITIL V3 by selecting and implementing key ITILV3 components. For many reasons not everyorganization can adopt the whole of ITIL V3.This publication explains which componentsare essential and how to select the appropriatecomponents for implementation. The titleis based around a project template to helpreaders prepare their own project.Hard Copy9780113312122 30.00ITIL SoftwareAssetManagementThis publication has beenupdated in line with ITILV3, the Service LifecycleApproach.This guide has been developed to assistwith understanding what Software AssetManagement (SAM) is and to explain what isrequired to perform it effectively and efficientlyas identified in industry ‘best practice’.Hard Copy9780113311064 45.00PDF Single user †9780113311965 45.00 ( 52.88 inc VAT)ITIL Small-ScaleImplementationKey Element Guide SuitePack of 5 (Service Strategy, Service Design,Service Transition, Service Operation andContinual Service Improvement Key ElementGuides).Pack of 59780113310883Key Element GuidesThese pocketbooks, produced in conjunctionwith itSMF, provide a handy reference guide tothe core ITIL Lifecycle publications. These titlesdiscuss ITIL, its evolution and the need for theService Lifecycle approach. They examine whatis meant by a best practice framework, howthis relates to ‘common practice’, and degreesof prescription and what compliance means.Their main focus is to provide an overview ofthe principles, objectives and key elementsof each of the core ITIL Lifecycle publications.These titles also provide guidance on otherpublications and links to external practice,frameworks and standards. 30.00PDF Single user †9780113312054 30.00 ( 35.25 inc VAT)Agile Project and ServiceManagement – Delivering ITServices using ITIL, PRINCE2and DSDM AternThis title offers practical guidance on howto deliver an IT Service by employing ITIL,PRINCE2 and DSDM Atern. It discusses thethree approaches and gives an overview andthe benefits of each. It also describes theissues that arise from implementing ITIL, thestructure and content of PRINCE2 and thebreadth of DSDM.Hard Copy9780113310975 25.00Key Element Guide Service StrategySingle Copy9780113311194 8.50Pack of 109780113310708 85.00Key Element Guide Service DesignHard Copy9780113310784Key Element Guide Service OperationPDF Single User †9780113311163 40.00 ( 47.00 inc VAT)Hard Copy9780113310968 38.00This publication has beenupdated in line with ITILV3, the Service LifecycleApproach. It providesguidance to smallerorganizations which wish to implement the ITILguidance or who are already using it and wishto improve their IT Service Management. Thepublication discusses the significance of size,the characteristics of small organizations andhow to scale ITIL down for small organizations. 40.00Written by MalcolmFry, one of the leadingexperts on ITIL, thisbook explains, in a structured and logicalmanner, how to build an ITIL based ServiceManagement Department that will bothsupport and supplement the ITIL V3 processes.Single Copy9780113311200 8.50Pack of 109780113310715 85.00Key Element Guide Service TransitionSingle Copy9780113311217 8.50Pack of 109780113310722 85.00Single Copy9780113311187 8.50Pack of 109780113310739 85.00Key Element Guide Continual ServiceImprovement6587 OGC Brochure v0 14.indd 8Single Copy9780113311224 8.50Pack of 109780113310746 85.0018/6/10 16:09:58

www.best-management-practice.tvStudy Aids from the OfficialPublisher of ITILPassing your ITILFoundation ExamThe ITIL FoundationStudy Aid is endorsed byAPM Group, the officialITIL Accreditor, andcontains full details of theOfficial ITIL Qualifications. Suitable for thosetaking the foundation exam, it provides anoverview of the purpose, objectives and formatof the examination. The title offers a top levelintroduction to understanding the ServiceLifecycle and each of its five components. Itcontains a mock exam with an answer key tohelp candidates pass the foundation exam.Hard Copy9780113312061 20.00Passing your ITILIntermediateExamsThe Passing your ITILIntermediate Examspublication coversboth the Lifecycle andCapability Streams. The publication enablesyou to recap on foundation level learning toensure your basic level of knowledge is up toscratch before launching into the intermediatelevel. The book contains sample questions andanswers for each of the modules, and exerciseson a case study and exercises asking you torelate your learning back to your organization.Hard Copy9780113310999 9.95Pack of 109780113311989 99.50Arabic version9780113312450 145.00Danish version9780113311682 145.00Japanese version9780113312375 145.00Coming Soon: Swedish version (Pack of 10)† Only available to order online.Share your approach toBest PracticeShare your learning and knowledgeof Best Practice implementation withthe community. Contribute to theBest Management Practice website byproviding a case study on how yourorganization has implemented andincorporated ITIL V3. Submit a case studyby filling in our case study template eRelease, Controland ValidationITIL V3IntermediateCapabilityHandbookITIL V3FoundationHandbookSingle9780113311972 30.009PDF Single User †9780113312436 30.00 ( 35.25 inc VAT)Handheld eBook †9780113312139 20.00 ( 23.50 inc VAT)A quick referencerevision guide, producedin conjunction withitSMF, which hasbeen designed to helpstudents to preparefor the Foundation Exam but also as a keyreference for managers, practitioners, vendorsand consultants in the workplace and whiletravelling.OGC Official Publications Brochure Spr

and input from users, ITIL guidance is both current and practical, combining the latest thinking with sound common sense and guidance. ITIL: overview and benefits ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers use