Product Description

The ITSMBOK Guide describes the seven knowledge domains (roles), thirty-eight knowledge areas (competencies) and ten lifecycles that together constitute the service management body of knowledge as it applies to good practices within an IT organization. The ITSMBOK is the basis for all personal credentials offered through the Service Management Qualification Scheme, which has been approved as a preliminary applicant by the American National Standards Institute as having met the entry criteria set by their ISO/IEC 17024 accreditation program Contents Include: Introduction to the concept of a 'Body of Knowledge' Service Management Code of Professional Conduct Introduction to Service Management The Service Provider Organization (SPO) Concept The Enterprise, Business and Service Models The Service Value Chain Inside the Service Model The Challenge of Misalignment Overview of the Service Management Areas of Expertise Introduction to Holistic Service Management The Business Planning Framework The Performance Management Framework Elements of a Service Model The 15-Step Service Lifecycle The Service Requirement, Request and Provisioning Lifecycles The Service Event, Support, Change and Revision Lifecycles The Service Management Knowledge Domains The Service Management Knowledge Area The Service Management Body of Knowledge (SMBOK) Extensions

Product Details

• Amazon Sales Rank: #1581012 in Books
• Published on: 2007
• Binding: Paperback
• 630 pages

Customer Reviews

A MUST HAVE book for anyone involved in IT Service Management
This is an OUTSTANDING reference for anyone involved in IT Service Management. I use this reference on a daily basis in my services management consulting practice. The book is logically organized, and well laid-out, so finding your practice references is a relatively easy task. And, as the book is published by the ITSMI (a well-respected organization in this space), I've found the information to be reliable and accurate.

HIGHLY RECOMMENDED!

One of the most comprehensive references for ITSM Practitioners and Managers
You don't yet believe ITSM is a discipline that can be more science than art? Sit down and read all 600+ pages of this reference and prepare to be convinced. This book is best read by those already familiar and experienced with ITSM practices and principles. It pulls together many elements previously not found in a single reference. It also serves as the core text behind related ITSM certifications. A great addition to any ITSM professional library. This extends beyond just frameworks such as ITIL and includes many of the undocumented elements often used and promoted within the practitioner community. For ITIL purists, its format also aligns well with the ITIL V3 Lifecycle but is not directly built upon it. For ITIL realists, you'll appreciate the simplistic structure and clear explanations provided within a context based on experience.