The ITIL 2011 Editions have been updated for clarity, consistency, correctness and completeness. Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasized the importance of continual service improvement. Focusing on the process elements involved in identifying and introducing...

The most authoritative guide to preparing for the ITIL Foundation Certificate in IT Service Management. It includes an extensive range of practice questions complete with explanations and key learning points and will greatly assist anyone sitting or intending to sit the ITIL Service Management Foundation Certificate. This new edition provides...

• Learn to quickly set up and effectively use day-to-day IT services
• Understand the vital terminologies in a simplified manner
• Learn to swiftly deal with issues and...