domingo, 8 de noviembre de 2009

Foundations of IT Service Management based on ITIL: comentario del libro || comments about this book

(An English version of this article can be found below)

Hola a todos,

quería comentar libros que he leído en los últimos años para darlos a conocer a interesados en la materia o para ayudar a seleccionar cuando se quiere comprar algo de literatura en el tema y se tienen varias opciones.

En este post hablaré del libro "Foundations of IT Service Management based on ITIL", de Van Haren Publishing (www.amazon.com/Foundations-Service-Management-English-version/dp/9077212582).

Este libro es una referencia comentada de la parte de Service Management de ITIL v2, y si el objetivo es certificarse a nivel individual en el primer nivel de ITIL (Foundation), sería mejor buscar una publicación equivalente de ITIL v3, pues en breve serán los únicos exámenes válidos.

Si por contra el objetivo es conocer de entrada lo que ofrece la parte de "Service Management" de ITIL, este es una muy buena publicación para conseguirlo. Describe los libros fundamentales para iniciarse en ITIL, a saber:
1. Service support
1.1 Incident management
1.2 Problem management
1.3 Configuration management
1.4 Change management
1.5 Release management
1.6 Service desk

2 Service delivery
2.1 Service level management
2.2 Finantial management for IT Services
2.3 Capacity management
2.4 IT Service Continuity management
2.5 Availability management

3. Security Management

Aunque una implantación de ITIL es un proyecto complejo y que debería ser guiado por personal con experiencia, la lectura de documentación como esta puede ser útil para acometer mejoras puntuales de procesos y organización que pueden ser muy útiles en organizaciones pequeñas y medianas, incluso recomendable en una primera instancia que incorporar a consultores directamente.

Para cualquier duda o comentario, estaremos encantados de poder contestarlos.
Àlex Ballarin | a.ballarin (at) cynertiaconsulting.com

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Hi all,

I would like to comment books I have read during the last years to make them aware to interested practitioners or help during a selection among diferent options to choose from.

In this post I will talk about the book "Foundations of IT Service Management based on ITIL", from Van Haren Publishing (www.amazon.com/Foundations-Service-Management-English-version/dp/9077212582).

This book is a commented reference the Service Management part on ITIL v2, and if the goal is to obtain the foundation certification, it would be better to look for an equivalent book for ITIL v3, since they will be the only allowed valid examinations from next year on.






If the goal is instead to have an introductory reading on this part of ITIL this is a very good choice to reach it. The book describes the basic ITIL publications like:
1. Service support
1.1 Incident management
1.2 Problem management
1.3 Configuration management
1.4 Change management
1.5 Release management
1.6 Service desk

2 Service delivery
2.1 Service level management
2.2 Finantial management for IT Services
2.3 Capacity management
2.4 IT Service Continuity management
2.5 Availability management

3. Security Management

Although an ITIL deployment is a non trivial at all project that should be guided by experienced personnel, the reading of this book may be very useful to enable the reader to perform punctual process and organization improvements that may be very effective on small and medium organizations, even better than bring straightly consultants to do it.

For any doubt or comment, we will be happy to discuss them.
Àlex Ballarin | a.ballarin (at) cynertiaconsulting.com

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