ITIL Practitioner guidance is a six-chapter, detailed guide, with another chapter containing a handy toolkit that provides adopters with initial foundational templates, worksheets, and assessments that are designed to be modified to fit any organizational needs when adopting ITIL. Chapter 1’s introduction gives any reader, irrespective of his or her background with ITIL, a strong building block of the ITIL service delivery body of knowledge.
Published by AXELOS Global Best Practice, the text assumes knowledge of ITIL and information technology service management (ITSM) up to the ITIL foundation level, and it comprehensively covers the ITIL Practitioner exam qualifications, hence making it an exam preparation text for the ITIL Practitioner exam.
The guiding principle covered focuses on improvement while adopting ITIL for information technology (IT) service delivery, making the book suitable for both initial ITIL implementations and the improvement of mature ITIL adoption processes. The principles include: the continuous service improvement (CSI) approach, metrics and measurements, communication, and organizational change management.
A reference to chapter 7 toolkits applicable to each section makes it easy for the reader to apply the contents learned in a real-time work environment. On metrics and measurements, the value of key performance indicators (KPIs) is illustrated and valuable advice is given: adding more KPIs can deliver less value, so it’s important to “keep the number of KPIs being measured as small as possible.” According to the book, the reasons to monitor and measure are to validate, to direct, to justify, and to intervene to support improvement planning, detecting, and reacting to events, and also reporting. Additionally, a relation between critical success factors (CSF) and KPIs is discussed with the need for KPIs to be SMART (specific, measurable, achievable, relevant, and time-bound).
The chapter on communication highlights the demerits of over-communication and also delves into principles of communication and techniques for communication. The last chapter covers organization change management (OCM), which deals with the people side of change. Two models are discussed to better understand OCM. The change curve is used to understand how people respond to change through stages of denial, anger, bargaining, depression, and acceptance. The William Bridges model entails ending, losing, letting go, the neutral zone, and, finally, the new beginning.
With surveys showing the increasing adoption of ITIL in the US and across the globe, ITIL Practitioner guidance is key in providing the needed knowledge to help adopters implement, support, and mature their ITIL processes and improve service delivery.
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