ITIL® For Dummies®
ITIL® For Dummies®
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ITIL® is a Registered Trade Mark of the Cabinet Office The Swirl logoTM is a trade mark of the Cabinet Office © Crown copyright 2011. All rights reserved. Material is reproduced with the permission of the Cabinet Office under delegated authority from the Controller of HMSO. PRINCE2® is a Registered Trade Mark of the Cabinet Office MSP® is a Registered Trade Mark of the Cabinet Office M_o_R® is a Registered Trade Mark of the Cabinet Office IT Infrastructure Library® is a Registered Trade Mark of the Cabinet Office Quoted ITIL text is from ITIL Service Strategy, ITIL Service Design, ITIL Service Transition, ITIL Service Operation and ITIL Continual Service Improvement, all © Crown copyright 2011. Reproduced under licence from the Cabinet Office.
British Library Cataloguing in Publication Data: A catalogue record for this book is available from the British Library
ISBN: 978-1-119-95013-4 (pbk); 978-1-119-95117-9 (ebk); 978-1-119-95119-3 (ebk); 978-1-119-95118-6 (ebk)
Printed and bound in Great Britain by TJ International, Padstow, Cornwall.
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About the Author
Peter Farenden is the Managing Director of Tanlan Training Limited. He is also one of the four principles and directors of Youplus Education Services Limited. These are companies that specialise in service management training, as well as providing training materials to other organisations.
Peter is an IT service management and business analysis consultant trainer with over 30 years of experience spanning IT management, business analysis and project management.
Originally from an engineering background, Peter has applied his skills across many disciplines culminating in joining the training and consultancy profession in 2001. He has practical experience of implementing and managing all service management disciplines gained through the delivery and support of many IT services.
As an active examiner Peter has written and marked papers for both service management and business analysis qualifications. More recently, Peter has been involved with the creation of the new generation of ITIL® Version 3 examination qualifications as a senior examiner for the APM Group.
Peter has trained and assisted representatives from hundreds of companies to develop their skills and IT processes. He prides himself in delivering training courses in a lively and enthusiastic, interactive and innovative manner whilst communicating the subject matter clearly.
Peter passionately believes that ITIL is not dull and boring! The best feedback he receives is when delegates say that a potentially dry subject was made interesting and relevant. In fact, a delegate once described attending Peter’s training course as the most fun he’d had with his clothes on.
Peter is an overgrown teenager and still attends noisy rock concerts with his wife and really should know better. When doing none of the above he can be found at home on a mountain in the depths of rural Wales surrounded by sheep.
www.tanlantraining.co.uk
www.you-plus.co.uk
Dedication
This book is dedicated to Georgie.
It is also dedicated to my Mum and Dad and sisters; my middle name really should be eventually.
And lastly Adrian, David and Derek; without whom . . . etc, etc.
Author’s Acknowledgments
I have spent the last ten years delivering training courses throughout the UK and beyond. I have enjoyed every minute of it. However, occasionally the pastime of admiring the hotel wallpaper does lose its excitement. There are many friends and colleagues that have provided me with an attractive alternative. This normally involves eating and drinking; however the main source of relaxation is the opportunity to engage in the universal language of consultants everyway; fluent rubbish.
The other important point to make about a long period of delivering training courses is that you forget where you first heard the anecdotes and stories that form parts of the courses. In some cases I no longer know if some things happened to me or to other people. The consequence of this is that many of the stories and examples that appear in this book may well have been stolen from others. To those other people; thank you and sorry!
So bearing in mind all of the above my heartfelt thanks go to: Hairy Dave, Bob (ZBD), Mark M, Conrad, Ed, Lisa, Ellis, Mark H; and to anyone else I have forgotten to mention.
Finally, I would not have been able to write this book without the support, help and guidance of those fine folk from John Wiley & Sons. Special mention goes to Kerry Laundon, Simon Bell, Charlie Wilson, Kim Vernon and Mary White.
Publisher’s Acknowledgments
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You don’t know very much about ITIL yet. If you do know a bit, that’s a bonus.
This is where I quote ITIL definitions more or less word for word (if you find these tough to understand, don’t worry: I always follow a definition with my own explanation). You can find loads of ITIL definitions in the glossary at the back of the book.
