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Introduction 1 Part I: How ITIL Can Help You 7 Chapter 1: Managing IT Services: Welcome to the World of ITIL 9 Chapter 2: Using the Building Blocks of ITIL 19 Chapter 3: Outlining the Structure of ITIL 37 Part II: Getting to Grips with the Service Lifecycle and the Processes 61 Chapter 4: Thinking It Through: Service Strategy 63 Chapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management Processes 95 Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes 117 Chapter 7: Getting Physical: Service Transition 139 Chapter 8: Making Services Work Every Day: Service Operation 167 Chapter 9: Striving to Do Better: Continual Service Improvement 195 Part III: Getting Practical 215 Chapter 10: Implementing ITIL 217 Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset 245 Chapter 12: Going Back to the Drawing Board: Design Projects 265 Chapter 13: Organising the Troops: Transition Projects 281 Part IV: The Part of Tens 301 Chapter 14: Ten Ways to Help ITIL Work for You 303 Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins 309 Chapter 16: Ten Places to Go for Help 317 Part V: Appendixes 323 Appendix A: Getting Qualified in ITIL 325 Appendix B: Glossary 333 Appendix C: Cross Referencing Processes 349 Index 355
Peter Farenden is an IT service management consultant trainer and an ITIL examiner, with over 30 years of experience spanning IT management, business analysis and project management. Peter has been specialising in service management training and consultancy for the last 10 years.