Remember to sign-in as an itSMF USA member in order to receive your 10% discount
Any problems, please contact customer service at 1 877 317 3454
Top 10 ITIL Bestsellers
Your itSMF USA Bookstore, run by IT Governance, have listed their top 10 bestsellers. Plus, if your order any of the below titles before April 30th 2014 you'll receive FREE standard delivery!
Fully accredited by APMG, this toolkit makes an ITIL implementation and/or ISO/IEC 20000 certification easily achievable by providing all the templates and documents you need for fast and cost-effective deployment. Completely up-to-date with ITIL 2011 and ISO/IEC 20000:2011, it's no wonder that this toolkit is our No.1 bestseller!
These 10 titles all come with free standard delivery this month and 10% off if you sign in as a member.
A practical approach to IT Service Management
A practical approach to ITSM is needed in oder to ensure IT services offer the correct levels of both utility and warranty for end users.
The itSMF USA bookstore has a range of resource to help you do just that, including a new guide specifically for Practical IT Service Management.
Managing ITSM best practice – what’s the best approach?
Different organizations have different approaches to implementing and adopting IT service management best practice. No method is wrong or right, but it all depends on the effectiveness of your approach and if it achieves results.
Service desks now tend to have a larger workload than ever before, and so are leaning towards adopting a more cost-effective, comprehensive and less time-consuming approach.
TheITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit makes IT Service Management easier to implement and improve by providing pre-written procedures, templates and policies. Completely up-to-date with the latest editions of ITIL 2011 and ISO/IEC 20000:2011, this officially accredited toolkit will generate a straightforward and painless approach for you and your team to create, manage and update ITIL/ITSM documentation.
You may also find these titles helpful when implementing best practice ITSM:
Ever thought of becoming an ITSM consultant?
Have you ever thought about becoming an ITSM consultant? What skills would be required? Could you deliver on time and to the specifications required? How would you go about your consultancy project?
If these questions have floated around in your head for the past few months, it’s now time to unearth what it really takes to be an ITSM consultant and make your projects successful.
In the book Collaborative Consulting, the author details how to conduct successful ITSM consultancy engagements. Coverage of the book includes:
1.Consultancy methods, and how to apply the right tools for a particular job
2.Ethical consultancy – good governance and the responsibilities of a consultant
3.Analysing the enterprise, and how to incorporate corporate vision, policy and objectives into requirements
4.Using roadmaps and evaluations to build a shared vision with your client
5.Management techniques: team-building, growing capabilities, delegating and engaging staff effectively
6.Identifying, analysing and managing requirements, risks, and value in strategy and design
7.Managing change, resistance, negotiation and politics
8.Influencing senior management and the board using business cases and portfolios
9.The importance of communicating effectively
Now’s the time to put your dreams into reality with the help of Collaborative Consulting – the only guide available on how to become and function as an ITSM consultant.
Angelo Esposito and Timothy Rogers
Co-published by IT Governance Publishing and itSMF USA
You’ve read the books, but…
A wealth of material has been written to describe the underlying mechanics of ITSM, but very little practical advice is available on how to implement ITSM best practices to achieve an organization’s business objectives.
The official ITIL® volumes explain what service management is, how the processes work and fit together, and why IT shops should adopt the practice, but they are notoriously vague on how to design and implement an ITSM model in a real organization.
This challenge is best understood by those with experience of transforming ineffective and expensive IT, yet most ITSM guides are authored from a purely academic standpoint.
From the classroom to the real-world
This book provides guidance on implementing ITSM Best Practices in an organization based on the authors’ real-world experiences. Advice is delivered through a Ten-Step approach, with each step building upon the successes of its predecessors.
Subjects covered include -
Each step includes summary lists of key questions to ask and specific actions to take, and a useful business case template is included as an appendix.
A practical guide to ITSM Improvement
As organizations seek to boost revenue, cut costs and increase efficiency, they increasingly look to IT as a strategic partner in achieving these objectives.
Ten Steps to ITSM Success helps IT to prepare for this role by providing a detailed and practical guide to implementing ITSM best practices. It is aimed at ITSM practitioners and consultants, but will also be of interest to IT Directors and C-suite executives looking to transform the role of IT into a value-creating business partner, to establish a service management culture, and to drive improvements in their respective organizations.
About the Authors
Angelo Esposito is a Program Manager with Jacobs Technology, and is currently advising the US Navy on its Enterprise ITSM transformation. Angelo is a former CIO with over 25 years’ experience gained in a variety of sectors including commercial, non-profit and government.
Timothy Rogers is a consultant specializing in service management, governance and continual improvement. Timothy is a former CTO with over 15 years’ experience working with high-tech start-ups, financial services firms and large government clients.
A definitive guide to IT Service Management Metrics based on ITIL® and other service management frameworks and standards.
IT service metrics: Manage them. Measure them. Make them work for you.
Co-published by IT Governance Publishing and itSMF USA
Used just as they are, the metrics in this book will bring many benefits to both the IT department and the business as a whole. Details of the attributes of each metric are given, enabling you to make the right choices for your business. You may prefer and are encouraged to design and create your own metrics to bring even more value to your business – this book will show you how to do this, too.
Measure the effectiveness of your IT service provision
Based on ITIL® and other service management frameworks and standards
• How to integrate metrics into your business
About the authors
Ted Gaughan has more than 25 years' experience in business/technical strategic development, program/project management, and IT engineering and operations management. He is a certified Project Management Professional (PMP®), Process Design Engineer (CPDE®), ITIL® Expert, ISO/IEC 20000 Consultant and TIPA Lead Assessor. He has managed numerous large enterprise IT project portfolios, applying ITIL®-based processes to maximize the utility of delivered results.
Thought Leadership Series
This book is the first book to be published in the itSMF USA Thought Leadership series, formed through a co-publishing partnership between itSMF USA and IT Governance Publishing. The current and future books in the series have a focus on the application of practical service management best practices that deliver real value.
This guide will show you how to transition your IT from being a organizational cost to a strategic asset. On sale now! (Members, use your itSMF USA discount to get 10% off.)
An official itSMF International title that details how to realize IT as a strategic asset of the organization - buy today!
This pocketbook details an approach you can follow in order to realize IT as a strategic asset of the organization. It details a maturity model with and eight imperatives that must be imprinted within an organization in order to ensure IT is a net contributor to the organization instead of the dead-weight around its neck.
Organizations that have used this approach and reach the maximum level of maturity - Integrated and Optimized - have in place systems where every dollar spent on IT yields a return that is measured in business terms.
Key Features and Benefits
We also offer this book in our itSMF Book Suite. More information on the itSMF Book Suite below.
Members, use your itSMF USA discount to get 10% off!
This bundle of books includes all the very latest (autumn/winter 2011) best practice information for service management professionals from itSMF International in one kit.
Topics covered include:
The books included in this bundle are as follows:
Creating and Driving Service Excellence: An Executive's Guide to IT Service Management (Softcover):- An introductory guide to the principles and practice of service management.
IT Tools for the Business when the Business is IT (Softcover):- A guide to selecting the right ITSM tool for the job and implementing its use.
Greening Service Management (Softcover):- This guide shows how taking a green view to service management can save the planet whilst saving your organization serious amounts of money!
Balanced Diversity - A Portfolio Approach to Organisational Change (Softcover):- A guide to organizational change during IT service management initiatives.
IT That Matters - An Executive's Guide to Maximizing the Strategic Value from Your IT Investment (Softcover):- A pocketbook to realizing the maximum strategic value from your IT investments.
Key Features and Benefits:
ITIL Service Strategy
ITIL Service Strategy provides guidance on how to design, develop, and implement service management, not only as an organizational capability but also as a strategic asset. Guidance is provided on the principles underpinning the practice of service management. This guidance is useful for developing service management policies, guidelines and processes across the ITIL Service Lifecycle.
What's Changed in this Version of ITIL Service Strategy?
The update does not make the guidance more complex. It is designed to ensure that the books relate more clearly to one another, anomalies are corrected and that the content is conveyed in a clear and concise manner.
The feedback from users is that Service Strategy needed most improvement in this regard. Most of the concepts will remain the same, but the wording of these concepts and how they are explained will change.
See our FAQ paper for more details about the ITIL 2011 update.
You may also want to update your complete publication suite.
The ITIL titles are structured to be read as a five title series, each building on the work of the other. The links between the titles have been enhanced and made clearer in the new versions.
Book Review Volunteers Needed!
Who doesn't love free books? We are looking for volunteers to review current ITSM-related
books in the context of practical resources to fulfill real-world business needs. A review should be no longer than a single page and should "leap off the page.”
IT Governance will supply books at no cost to you for review. Once a book has been received by the reviewer, it would be expected that a review would be submitted to itSMF USA within two months for inclusion within a newsletter.
Questions that will prompt the reviewer for ideas of what to cover in their review:
We appreciate as much additional opinion as you are able to give. Thank you, in advance, for taking the time to review publications.priSM CPDs are available for your published reviews!