ITIL® Practitioner Guidance

Like many ITSM professionals I possess a full set of ITIL ® Service Lifecycle manuals – a great resource and valuable for answering the “what?” and “why?” questions – what has been missing is the answer to “how”. For anyone who has ITIL® Foundation, Practitioner guides them through adopting and adapting iTIL® to fit their organisational needs, by gaining an understanding of the guiding principles and adopting a CSI approach, understanding metrics and measurements, using communication effectively, and managing organisational change – vital for improving the culture around ITSM. The handbook has a very useful Toolkit section with template, plans and information, much of which would be useful to any ITSM professional, ITIL® focussed or not. It’s a fixture on my desk.

very helpfuland business oriented

I really appreciate the practical guidance and tools provided with the manual particularly around OCM. It fills a number of gaps for me between the ITIL manuals and courses and actually implementing strategies on site.