Publications Catalog

Practitioner's Guides - Volume 1

This collection represents Volume 1 of the practitioner guide sets, and includes the Service Incident, Problem, Change and Configuration practitioner guide publications, offered as a discounted price.

The Guide to the Universal Service Management Body of Knowledge (USMBOK)

The Guide to the USMBOK provides a universally applicable set of concepts to use when designing a service management system and service organization. 

Spanning more than 500 pages the Guide codifies and connects the numerous elements of a service management framework, system, service organization and operational elements and enables the leveraging and exploitation of many disparate information sources, standards, and industry frameworks.  Please allow 5-10 business days for delivery.  Download table of contents in Adobe PDF format here. 

The ITIL V3 Edition 2011 Quick Reference Pocket Guide - Available September 17th

The handy pocket guide provides a concise summary of key ITIL 3 information, and is a useful supplement for practitioners, those self-studying for a certificate, or organizations wishing to provide a detailed summary of ITIL to staff, or customers.  The scope of the guide exceeds the minimum requirements of the ITIL Foundation syllabus.  

Format: Universal bind, 4.25in W x 6.75in H, 130 pages. 

The USMBOK Lexicon

A comprehensive reference of more than 250 pages describing 1200 concepts and terms used within the service management framework described within the Guide to USMBOK and companion publications, including outside-in and lean thinking.  Download sample here.

Practitioner's Guide to Service Incident Management

This guide is intended to act as a practitioner's reference for professionals developing practices to manage incidents as they relate to products and services. 
Format: 6.63in x 10.25in, Pages: @150.
ISBN: 978-0-9814691-8-8
Download table of contents in Adobe PDF format here. 

Practitioner's Guide to Service Problem Management

This guide is intended to act as a practitioner's reference for professionals developing practices to manage problems as they relate to products and services. 
Format: 6.63in x 10.25in, Pages: @185.
ISBN: 978-0-9814691-7-1
Download table of contents in Adobe PDF format here. 

Practitioner's Guide to Service Configuration Management

This guide is intended to act as a practitioner's reference for professionals developing practices to manage configurations as they relate to products and services. 
Format: 6.63in x 10.25in, Pages: @165.
ISBN: 978-0-9814691-5-7 
Download table of contents in Adobe PDF format here. 

Practitioner's Guide to Service Change Management

This guide is intended to act as a practitioner's reference for professionals developing practices to manage changes as they relate to products and services. 
Format: 6.63in x 10.25in, Pages: @190.
ISBN: 978-0-9814691-6-4 
Download table of contents in Adobe PDF format here.