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CHAPTER 15 THE BIG PICTURE AND THE TEN DELIVERABLES
Further Reading
Service Support. Office of Government Commerce, 2001. This book describes the tactical
aspects of IT Service Management, specifically the Service Desk, Incident Management,
Problem Management, Configuration Management, Change Management,
and Release Management processes.
Service Delivery. Office of Government Commerce, 2000. This book describes the strategic
aspects of IT Service Management, specifically the Service Level Management, Financial
Management, Capacity Management, IT Continuity Management, and Release
Management processes.
ICT Infrastructure Management. Office of Government Commerce, 2002. This book
describes information and communications technology (ICT) management and its
relationship to IT service management.
ITIL V2 Glossary v01. Office of Government Commerce, 2006. This is a glossary of
terms, definitions, and acronyms used by ITIL Version 2. It can be downloaded
from . The direct URL is
.
Jan Van Bon. Foundations of IT Service Management: based on ITIL. Van Haren Publishing,
2005. This book is much more affordable than the publications of the Office of
Government Commerce and is suitable for beginners.