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Foundations of IT Service Management with ITIL 2011, by Brady Orand
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The publication of the IT Infrastructure Library� (ITIL�), published in July, 2011, introduces several new processes and concepts that are paramount to the success of IT Service Management within an organization. As IT evolves from a technology provider to a service provider to a true partner of the business, the concepts of Service Management become ever more important to allow the business to excel in a competitive environment.
This book, "Foundations of IT Service Management with ITIL� 2011", provides the reader with foundations-level knowledge of the concepts of the IT Infrastructure Library� for both ITIL� v3 and ITIL� 2011 preparing the reader to achieve success on the ITIL� Foundations certification exam as well as gain new insight on how IT can truly meet the needs of the business. These concepts help IT align to the needs of the business.
The IT Infrastructure Library�, by focusing on the principle of providing services, empowers IT and the business with the tools they require to enable this alignment. Having become the de-facto standard in IT Service Management, ITIL� has rapidly gained popularity across the globe.
Written by an ITIL� Expert trainer who has taught thousands of students and hundreds of organizations, "Foundations of IT Service Management with ITIL� 2011" provides a reader with the introduction to this approach to IT services without the expense of a formal classroom course. While the focus is primarily on providing information required to pass the ITIL� Foundations exam, this book goes beyond those basics to also provide a real understanding of ITIL� to further your knowledge and abilities as a valuable part of IT/business alignment. Using a case-study approach, real issues are discussed that represents challenges experienced by almost every IT organization.
This book is supported with access to online sample exams that are constantly updated as new material is available. Based on reader input and the latest ITIL� Foundations syllabus, this book has been updated to provide readers with the most up-to-date exam preparation material possible.
- Sales Rank: #423811 in eBooks
- Published on: 2012-01-05
- Released on: 2012-01-05
- Format: Kindle eBook
Most helpful customer reviews
35 of 37 people found the following review helpful.
Good content but kindle presentation is not great
By RedKing
I bought the kindle version of this book a couple of months ago and so far I've only read about 30% of it.
The reason for this is partly that I've not committed enough time to it but also because I've found the Kindle version a bit like driving without knowing how far you're going and no map to get there.
As others have said, there's no table of contents. I wouldn't have thought that to be such an issue but when you can't refer to a list of section headings you feel like you're in the middle of nowhere. I've studied other, more technical, kindle version books and I've started to realise how much I refer to the contents. It gives me a sense of how much subject matter I've covered, have I a particularly big topic coming up that I should attack when I've more time or maybe a short topic coming up that will feel like a quick win in terms of overall progress.
I would also like to see numbered headings, I found that I was never quite sure if I was starting a subtopic or a new chapter. The headings are just not clearly distinguished enough from each other. That's really just an extension of my issue with the table of contents though.
With all that said, I've found the content reasonably clear (after going over it for the second or third time in some cases) and yes, the analogies are helpful (though maybe a little patronising, but then maybe that can't be helped when making basic concepts as easy as possible).
I've a feeling I'll have to start this again, this time taking notes, but the content is all there and understandable. I just need to remember all the headings, sub-headings and points of note so that I can refer back to them when a term crops up again.
I would imagine the paperback is a little easier to work with but maybe that's just wishful thinking.
Either way, I would recommend this book but with a word of caution for the kindle version, that you know the layout could be better
20 of 21 people found the following review helpful.
Content - 5 stars, Kindle - 4 stars
By Surges
Just got back from my exam center - passed with an 90% using only this book and some practice exams for study material. I studied over the course of approximately 8-10 hours using these materials in the 2 days before my exam. Like another reviewer, I found the Skillport lessons my company provides to be quite useless in the ITIL arena.
I always try to allocate my star-ratings based on the product itself, rather than the packaging, text-digital conversion, customer service, etc... since those factors can vary and do not truly represent the product. Since Amazon doesn't provide multiple criteria for review, I think it's unfair for a book to receive poor marks due to a shoddy Kindle conversion. I give the book content 5/5 stars, and the Kindle Conversion (Fire) 4/5 stars.
Regarding Content: This book covers all of the items needed to pass the ITIL 2011 Foundations Exam in sufficient detail. Sections are organized around the ITIL Core Volumes. Each core volume has an overview and a section on processes. At the end of each section there are 6-10 practice questions with answers in the back of the book. I noted above that I used some practice exams from a different source as well, but I am confident that I would have achieved the requisite 65% score using only this book.
Regarding Kindle Conversion: There existed in the Kindle version the typical signs of a text-digital book transfer: misspellings, incorrect words, multiple choice errors, etc... but this was not by a long shot the worst I've seen. Most of the errors are easily spotted and chalked up to lazy editing (do they not have spell check for these conversions??), and there were not many of them to boot. *****As others have noted, there is no table of contents in the Kindle version. I easily remedied this by adding a bookmark to the beginning of every major section - a very quick and simple solution as you read through.***** Apart from that, this conversion was decent. I read it on the Fire, and all the images were double-tappable for expansion and consumption. All in all, not perfect, but still a 4/5 considering how easily the table of contents problem was to fix. Plus, at $10, it's hard to argue - it's rare to see a textbook on Kindle so far below the print price. Hopefully that's an example other publishers will begin to follow.
I recommend this book to anyone
12 of 12 people found the following review helpful.
A Good Foundation
By Amazon Customer
After taking three online SkilSoft courses provided by my employer and understanding nearly none of it, I picked up this book. It helped me understand the different elements of ITIL and how some of the pieces fit together. I don't know that I would depend on it for my total preparation for the exam, which I sat for and passed today. If all you wanted to do was learn more about ITIL, this is a good book for that. I picked up another book (not this author's) that was purely test questions. I'll review it next.
This is a good solid book for understanding the ITIL, and it will provide a basis for test preparation.
A couple of items
1) The author goes on in the intro pretty strongly about how he really needed a good editor. Even after finding one, he still has grammatical and punctuation errors sprinkled throughout.
2) The author uses a story line about a restaurant chain, which he progressively adds to with each new chapter; however, he never goes back and makes the connection to ITIL. So be prepared to wonder about that, and if you go back to attempt to put the pieces together, you'll get no verification from the author that your thinkin' ain't stinkin'.
Finally, know this: The test itself has grammatical errors including sentences that stop in the middle of a thought and pick up at the end of another. If you want this certification, live with it. I have several technical certifications, instructional certifications, a project management certification, and an MBA. This was a difficult test because of the grammar and the terminology, which is based on the "Queen's English" (British English). Americans, take note. It ain't easy. This book will help but will not be the total answer.
Again, a good solid book to understand the ITIL. It will give you a good foundation.
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