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ITIL :: View topic - Where to start to document on Service Support and Delivery?
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Where to start to document on Service Support and Delivery?

 
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josedunet
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Joined: Dec 13, 2011
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PostPosted: Thu Dec 15, 2011 6:41 pm    Post subject: Where to start to document on Service Support and Delivery? Reply with quote

Hi ALL,
I would like to inform on the service Support and service Delivery.
By making the searches, I noticed that ITIL v2 has two documents on the question.
1) If I have to read the documents of ITIL v2, which release of documents I will read?
2) What is the last release of ITIL v2 today? At present I find only documentation of the release 2.2. Be it the last release?


I also noticed that ITIL v3 exist. Be that I would thus read ITIL v3 rather than itil v2?
If yes, in what core reference of ITIL v3 I can find the information on the Service Support and the Delivery service?

Thanks in advance.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Dec 15, 2011 7:17 pm    Post subject: Reply with quote

You are misunderstanding ITIL.

It does not have releases; it is not like software.

Also it has no prescripitive content; it is an aid to understanding IT service management, not a set of rules that are kept up-to-date.

You do not implement ITIL; you make improvements in the way you manage IT services and in doing so you can use what you have learnt from ITIL to guide and inform your design of these improvements.

Reading version 2 will provide much for you; I am told by some that version 3 is better; I suspect that reading v2 and then reading v3 will be even more informative because much of v3 is simply v2 differently presented.

Service support and service delivery are the core of ITIL and are not covered in a single volume. There is a short overview of v3 available from the official site and this will give you a picture of how the documents are designed.

It is not necessarily a good idea to look for a solution to a problem in a small part of the ITIL documents in isolation until you are already familiar with the overall content.
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josedunet
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Joined: Dec 13, 2011
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PostPosted: Thu Dec 15, 2011 7:39 pm    Post subject: Reply with quote

Thanks Diarmid,

I spoke of release because in my search, I found the ITIL Service support version 1.1 and version 2.2 documentation. I started read the two documents and I found that he had some differences.
Therefore, I wanted to know what was the last.
I just start document me on ITIL and I do not propose to read only part of the documents.
I started by reading "The ITIL Service Support Book" version 2.2. That is the latest version of this book?

Thanks.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3321
Location: London, UK

PostPosted: Thu Dec 15, 2011 11:40 pm    Post subject: Reply with quote

Jose

The ITIL Books are NOT Free. They cost 60 here in the UK

If some one has uploaded even the old ones onto the next, then you are in violation of the Intellectual property rights of OGC, APMg etc

ITIL is a set of best practices on how to do IT Service Management

The last iteration was v2 - which consisted of two key volumes - Service Support and Service Delivery - euphemistically called the red and blue book because the covers were .... well red and blue

There has been an update to the way the books are organized. This is v3 which came out mid 2000s - 2006 /7. The 2 books plus the related volumes were mixed together to be in 5 different books

5 books covers a different aspect of IT Service Management - Transition, Operation, Improvment, Design etc

There has been a minor revision this year

You need to put your hand in your pocket and spend the money for the books if you want to understand ITIL and have the correct materials
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josedunet
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Joined: Dec 13, 2011
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PostPosted: Fri Dec 16, 2011 6:36 pm    Post subject: Reply with quote

Thanks UKVIKING

Could you help me find to found a site where I can buy the French version of the Book Service Support and Service Delivery?
I speak French and to have a good base in itil before starting to work documents in english, I would like to begin by the Service Support and Service delivery in French. On which site can i buy it online?

Thanks in advance.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Dec 16, 2011 8:18 pm    Post subject: Reply with quote

a quick google search found the TSO shop Not hard.
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josedunet
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PostPosted: Fri Dec 16, 2011 8:35 pm    Post subject: Reply with quote

I do the search on google but I don't find the French version of the books
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3321
Location: London, UK

PostPosted: Sat Dec 17, 2011 12:14 am    Post subject: Reply with quote

Try google using the following

TSO ITIL French

This will take you to the TSO site - the official site for the books

The ITIL Version 3 Translation Library includes:
Service Strategy Chinese, German, Japanese, Spanish
Service Design Chinese, French, German, Japanese, Spanish
Service Transition Chinese, French, German, Japanese, Spanish
Service Operation Chinese, French, German, Japanese, Spanish
Continual Service Improvement Chinese, German, Japanese, Spanish
ITIL Lifecycle Publication Suite Chinese, German, Japanese, Spanish
The Introduction to the ITIL Service Lifecycle French, Korean
Passing Your ITIL Foundation Exam The ITIL Foundation Study Aid (2nd Edition) Chinese, Japanese, German, French, Dutch
ITIL V3 Foundation Handbook Japanese
Key Element Guides Chinese
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Change Management is POWER & CONTROL. /....evil laughter
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