ITIL® Practitioner Guidance

A book by Abid Ismail (CEO, AXELOS), ISBN

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Every organization changes constantly. So many forces are in play – customer requirements, competitors’ actions, changing markets, new legislation, the desire to reduce costs etc. – that new circumstances are constantly being created to which the organization must respond in order to survive.

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ITIL® Practitioner Guidance by Abid Ismail (CEO, AXELOS)

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Organizations that embrace change are in a strong position to achieve their goals. By accepting the fact that everything they do can be improved, they give themselves the opportunity to analyse their processes, their services and their products, and to work to improve them.

At AXELOS, we constantly apply that thinking to our portfolio of products. We always ask how they can be improved, developed and extended. The ITIL® Practitioner qualification and the accompanying guidance are a result of that process of continual improvement. They fill a gap in the portfolio that we learned of through listening to our community.

The qualification has been developed for ITSM professionals who have an understanding of the ITIL framework but who need advice on how to adopt and adapt it within their day-to-day work practices. By utilizing core skills such as metrics and measurement, communication, and organizational change management, by adhering to the guiding principles of ITSM, and by following the CSI approach, we believe that practitioners will have everything they need to take on the challenges of their profession.

Kaimar Karu (author)

Kaimar is the head of ITSM at AXELOS, leading the development of ITIL with a focus on providing value for both organizations and professionals, and showing how the combination of ITIL, DevOps and other frameworks and philosophies can deliver strong service management.

Kaimar is an experienced ITSM practitioner who has a career background in IT support, software development and project management. He has a passion for education and taught in schools and universities before becoming a trainer, delivering courses for professionals in both the private and the public sectors across Europe. In 2013, Kaimar was elected president of itSMF Estonia after serving as a board member for five consecutive years. He is now based in London but rarely seen there as he is on the road most of the time, working with practitioners around the world to ensure ITIL remains relevant and valuable.

Kevin Behr

Kevin brings more than 25 years of frontline experience in business management, technology and thought leadership to the team, having served as a chief information officer, chief technology officer, chief strategist and chief operations officer. In addition to his leadership roles in public and private companies, Kevin also co-founded the IT Process Institute with Gene Kim, and served as its president for the first five years. Kevin is the author of The Definitive Guide to IT Management for the Adaptive Enterprise (Hewlett-Packard) and The Shortcut Guide to Managing Certificate Lifecycles (Realtime–Thawte), as well as being co-author of The Visible Ops Handbook (IT Process Institute) and The Phoenix Project: A Novel about IT, DevOps, and Helping your Business Win (IT Revolution Press).

Karen Ferris (author)

A director of Macanta Consulting, Karen is an internationally acclaimed service management professional with a reputation for providing both strategic and practical advice on the implementation and maintenance of service management and organizational change management policies.

An internationally sought-after keynote speaker, in 2005 Karen won the President’s Prize for Best Speaker at the Australian national conference of itSMF, while in 2007 she was awarded the inaugural Service Management Champion accolade by the same organization. In 2011, she authored the acclaimed itSMF publication, Balanced Diversity – A Portfolio Approach to Organizational Change, introducing a new framework to ensure that service management changes become embedded into the fabric of an organization.

In 2014, Karen was granted the itSMF Australia Lifetime Achievement award for her contribution to the industry.

Lou Hunnebeck (author)

An ITIL Expert with more than 30 years’ experience in the service industries, Lou’s passion for improving how we do what we do has led her to IT service management from a background of process consulting, training and service management consulting systems. Devoted to advancing the art and practice of service management, Lou is the author of ITIL Service Design (2011), is on the senior examination panel for ITIL, and speaks regularly at industry meetings to spread the message of ITSM best practice.

Barclay Rae (author)

Barclay is an experienced ITSM mentor and business manager. He has worked for a number of ITSM organizations and provides ITSM consultancy and media analysis services to the ITSM industry. He is currently the interim CEO for itSMF UK and is co-author of the certification standards for the Service Desk Institute (SDI).

Barclay is a regular speaker at industry conferences and events, including SITS (Strategic Information Technology Services), SDI, itSMF, Pink Elephant and UCISA (Universities and Colleges Information Systems Association). In 2014, he was voted ITSM’s Contributor of the Year for SITS.

Barclay writes blogs, research articles and white papers on ITSM for a variety of industry organizations and vendors, and hosts the ITSMTV online TV channel. He is the creator of ITSM Goodness, a set of practical guidelines, tips and tools for successful ITSM.

Stuart Rance (author)

Stuart is a consultant, trainer and author, and owner of Optimal Service Management Ltd. Stuart works with a wide variety of clients in many countries, helping them to use ideas from ITSM and information security management to create business value for both themselves and their customers. He is a chartered fellow of the British Computer Society (FBCS CITP) and a certified information systems security professional (CISSP).

Stuart shares his expertise widely, regularly presenting at events and writing books, white papers, blogs and pocket guides on all aspects of IT. He is the author of ITIL Service Transition (2011) and co-author of RESILIA: Cyber Resilience Best Practice and the ITIL V3 Glossary. He has written many pocket guides for itSMF and for the official ITIL portfolio.

Paul Wilkinson

Paul has been involved in the IT industry for more than 25 years and has a broad background in IT operations, IT management and product innovation and development. He was project team lead in the original BITE (Business IT Excellence) process modelling of ITIL, an ITIL V2 author and a member of the ITIL V3 advisory group. He is co-owner of GamingWorks and codeveloper of a range of business simulations focusing on ITSM, project management, business process management, business and IT alignment, and alliance management. He is co-author and developer of the ABC of ICT products and publications. Paul is a recognized speaker at international ITSM and best-practice conferences and events. He has been actively engaged with thousands of customer organizations through his presentations, workshops, business game exercises and consulting engagements.

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