Service Management – ITIL® 2011 Edition Publications

Used globally, ITIL provides a systematic and professional approach to the management of IT service provision. Based on expert advice and input from users, ITIL guidance is both current and practical, combining the latest thinking with sound common sense and guidance. Using a holistic approach, ITIL looks at the lifecycle of a project rather than delivery sectors, with core lifecycle practices fully supported by more detailed content specific to industry, stakeholders and practice topics. It also strengthens the link between best practice and business benefits.

For details of this ITIL 2011 Edition read our FAQs.

> ITIL Update FAQs - October 2011 (PDF - 677Kb)
> Best Management Practice Product Brochure 2011 (PDF - 2.7Mb)
> Maximizing Access Official Publisher Brochure (PDF - 785Kb)

The Official ITIL 2011 Edition Portfolio includes:

Core Cabinet Office Material 2011 Edition

• ITIL Service Strategy
• ITIL Service Design
• ITIL Service Transition
• ITIL Service Operation
• ITIL Continual Service Improvement
• ITIL Service Lifecycle Publication Suite

Cabinet Office Derived Products

• The Introduction to the ITIL Service Lifecycle
• Passing Your ITIL Foundation Exam – Study Aid from the Official Publisher of ITIL

TSO Derived Products

• ITIL 2011 Foundation Handbook - Pocketbook from the Official Publisher of ITIL
• Secrets of Service Level Management

Cabinet Office Derived Products (2007 Edition)

• Passing Your ITIL Foundation Exam – The ITIL Foundation Study Aid (2nd Edition)
• Passing Your ITIL Intermediate Exams – Study Aid from the Official Publisher of ITIL
• Key Element Guides

TSO Derived Products

• ITIL V3 Foundation Handbook - Pocketbook from the Official Publisher of ITIL
• ITIL V3 Guide to Software Asset Management
• ITIL V3 Small-Scale Implementation
• ITIL Lite: A Road Map to Implementing Partial or Full ITIL
• Agile Project and Service Management - Delivering IT Services using PRINCE2, ITIL and DSDM Atern
• Building an ITIL based Service Management Department
• Release, Control and Validation ITIL V3 Intermediate Capability Handbook
• Operational Support and Analysis ITIL V3 Intermediate Capability Handbook
• Planning to Implement Service Management
• Planning, Protection and Optimization ITIL V3 Intermediate Capability Handbook
• Information Lifecycle Support: Wisdom, Knowledge, Information and Data Management (WKIDM)
• Service Offerings and Agreements - ITIL V3 Intermediate Capability Handbook

More information on ITIL Versions:

ITIL 2011 Edition Publications

ITIL Translation Publications – Version 2 and 2007 Edition

ITIL 2007 Publications

ITIL Version 2 Publications

Core Cabinet Office Material 2011 Edition

ITIL Service Design


In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes.

ITIL Service Transition
Service Transition provides guidance and process activities for the transition of services in the operational business environment. It covers the broader, long-term change management role, release and deployment practices, so that risks, benefits, delivery mechanisms and the support of ongoing operational services are considered.

ITIL Service Operation
Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary.

ITIL Continual Service Improvement

Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.

ITIL Service Lifecycle Publication Suite
The core ITIL titles have been commissioned and structured to be read as a five title series: each building on the work of the other. As the five core titles reflect the lifecycle of services, their appeal encompasses the entire spectrum of people involved at any stage of the framework. So, without being the prime audience, everyone involved will benefit from access to the entire library.

The ITIL Lifecycle Publication Suite contains Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement and offers a considerable costs saving against purchasing all five titles individually.

The suite of titles offers considerable costs savings against purchasing all five titles individually: save 29% against purchasing all five individually (£425.00).

You can receive a 50% discount on the 'ITIL Lifecycle Publication Suite Book' when purchased with the 'ITIL Lifecycle Publication Suite Online Subscription'. To take advantage of this offer please call +44 (0)870 600 5522 or email: subscriptions@tso.co.uk .

Cabinet Office Derived Products

Introduction to the ITIL Service Lifecycle
'Introduction to the ITIL® Service Lifecycle' introduces IT service management and ITIL. It summarises the best practices described in the 2011 editions' core guidance, explaining the basic concepts of ITIL and providing information on each stage of the service lifecycle.

TSO Derived Products

ITIL® Foundation Handbook - Pocketbook from the Official Publisher of ITIL
Now updated in line with the 2011 syllabus, the 'ITIL Foundation Handbook: Pocketbook from the Official Publisher of ITIL' is a quick-reference revision guide designed to help students prepare for their foundation exam. It is also a key reference aid for managers, practitioners, vendors and consultants in the workplace and while travelling.

Secrets of Service Level Management
'Secrets of Service Level Management' is an ITIL process guide that describes how to plan for, design, transition, operate and improve service level management. With a practical focus and real-life examples, this book turns the theory of service level management (SLM) into practice.

Cabinet Office Derived Products (2007 Edition)

Passing Your ITIL Foundation Exam – The ITIL Foundation Study Aid (2nd Edition)
'Passing your ITIL® Foundation Exam - 2nd Edition' is endorsed by APM Group, the official ITIL Accreditor, and is suitable for those taking the foundation exam. It has been updated in line with the new 2009 syllabus. It provides an overview of the purpose, objectives and format of the examination. It offers a top level introduction to understanding the Service Lifecycle and each of the five components of the Lifecycle to help candidates pass the foundation exam and the Version 2 to Version 3 Bridging Exam.

» Passing Your ITIL Foundation Exam – The ITIL Foundation Study Aid (2nd Edition) is also available in the following translations:
Passing Your ITIL Foundation Exam – The ITIL Foundation Study Aid (2nd Edition) (Chinese Translation) Book
Passing Your ITIL Foundation Exam – The ITIL Foundation Study Aid (2nd Edition) (Japanese Translation) Book
Passing Your ITIL Foundation Exam – The ITIL Foundation Study Aid (2nd Edition) (German Translation) Book
Passing Your ITIL Foundation Exam – The ITIL Foundation Study Aid (2nd Edition) (French Translation) Book
Passing Your ITIL Foundation Exam – The ITIL Foundation Study Aid (2nd Edition) (Dutch Translation) Book

Key Element Guides
Key Element Guides are handy reference guides to the core ITIL titles: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. The Key Element Guides discuss ITIL, its evolution and the need for the Service Lifecycle approach. They examine what is meant by best practice framework, how this relates to 'common practice' and what compliance means. Each book provides an overview of the key elements, principles and objectives of the core ITIL title it examines and is a resource to use prior to starting an Intermediate Lifecycle Course.

TSO Derived Products

ITIL V3 Foundation Handbook – Pocketbook from the Official Publisher of ITIL
Now updated in line with the new 2009 syllabus, this reference revision guide, 'ITIL V3 Foundation Handbook: Pocketbook from the Official Publisher of ITIL' has been designed to help students sitting the ITIL V3 Foundation Exam. The title provides a key reference aid for managers, practitioners, vendors and consultants in the workplace and while travelling. This publication provides an introduction to the ITIL V3 Service Lifecycle model and an overview of the ITIL V3 qualification structure. The guide contains a chapter on each of the components of the Lifecycle.

» ITIL V3 Foundation Handbook – Pocketbook from the Official Publisher of ITIL is also available in the following translation:
ITIL V3 Foundation Handbook – Pocketbook from the Official Publisher of ITIL (Arabic Translation) Pack of 10
ITIL V3 Foundation Handbook – Pocketbook from the Official Publisher of ITIL (Danish Translation) Pack of 10
ITIL V3 Foundation Handbook – Pocketbook from the Official Publisher of ITIL (Japanese Translation) Pack of 10
ITIL V3 Foundation Handbook – Pocketbook from the Official Publisher of ITIL (Swedish Translation) Pack of 10

ITIL V3 Guide to Software Asset Management
Appropriate for anyone involved in the governance, management and use of software assets within an organisation, this title, 'ITIL V3 Guide to Software Asset Management', contains a practical approach to the management of software assets. Aligned with ITIL V3 and ISO/IEC 20000, this book has been developed to assist with the implementation and maintenance of all the necessary Software Asset Management (SAM) processes and procedures.

ITIL V3 Small-Scale Implementation
'ITIL V3 Small-Scale Implementation' provides guidance to smaller organisations who wish to implement the ITIL guidance or who are already using it ands wish to improve their IT Service Management. The publication considers the significance of size, the characteristics of small organisations, and how to scale ITIL down for small organisations.

ITIL Lite: A Road Map to Full or Partial ITIL Implementation
'ITIL Lite: A Road Map to Full or Partial ITIL Implementation' is aimed at encouraging organisations to adopt ITIL V3 by selecting and implementing key ITIL V3 components. For many reasons not every organisation can adopt the whole of ITIL V3. Therefore, the publication explains which components are essential and explains how to select the appropriate components for implementation.

Agile Project and Service Management - Delivering IT Services using PRINCE2® ITIL® and DSDM® Atern®
This publication, 'Agile Project and Service Management - Delivering IT Services using PRINCE®, ITIL® and DSDM® Atern®', offers practical guidance on how to deliver an IT Service by employing ITIL, PRINCE2, and DSDM Atern together and discusses all three approaches, provides an overview, and the benefits of each. It also describes the issues that arise from implementing ITIL, the structure and content of PRINCE2, the breadth of DSDM and how they fit together, where the common areas sit, and where the specialities for each exist.

Building an ITIL-based Service Management Department
ITIL concentrates on describing IT Service Management Processes, Functions and the Roles to perform those tasks but does not describe how to build a Department to run and manage those processes, leaving the question "How can I structure my organisation to most effectively support ITIL Service Management?". This publication explains in a structured and logical manner how to build an ITIL-based Service Management Department that will both support and supplement those processes.

Release, Control and Validation ITIL V3 Intermediate Capability Handbook


This guide provides a quick reference to the processes covered by the ITIL V3 Release, Control and Validation syllabus. It is designed as a revision aid for students taking the ITIL Capability qualification for Release, Control and Validation, and as a handy portable reference source for practitioners who work with these processes.

Operational Support and Analysis ITIL V3 Intermediate Capability Handbook


This guide provides a quick reference to the processes covered by the ITIL V3 Operational Support and Analysis syllabus. It is designed as a revision aid for students taking the ITIL Capability qualification for Operational Support and Analysis, and as a handy portable reference source for practitioners who work with these processes.

Planning to Implement Service Management

This handbook provides advice and guidance to organisations considering implementing service management.

Planning, Protection and Optimization ITIL V3 Intermediate Capability Handbook


This guide provides a quick reference to the processes covered by the ITIL V3 PPO syllabus. It is designed as a study aid for students taking the ITIL Capability qualification for PPO, and as a handy portable reference source for practitioners who work with these processes.

Information Lifecycle Support: Wisdom, Knowledge, Information and Data Management (WKIDM)


This publication provides a comprehensive and much-needed source of information on data and information management - ideal in the current climate of information losses.

Service Offerings and Agreements - ITIL V3 Intermediate Capability Handbook


This guide provides a quick reference to the processes covered by the ITIL V3 SOA syllabus. It is designed as a study aid for students taking the ITIL Capability qualification for SOA, and as a handy portable reference source for practitioners who work with these processes.

OGC (former owner of Best Management Practice) and its functions have moved into the Cabinet Office, part of HM Government - www.cabinetoffice.gov.uk.

Material produced since the move has revised copyright and trademark statements reflecting Cabinet Office ownership.

Best Management Practice guidance that existed at the time of the move will continue to reference OGC until it is updated. Over time, all Best Management Practice guidance will be updated and will then fully reflect Cabinet Office ownership, therefore using the updated statements and references where applicable.

Important Information

• Contact Us
• Privacy
• Security
• Customer Charter
• Accessibility
• Delivery
• Returns
• Terms & Conditions
• Acknowledgement of Trademarks

• ITIL®
• CobiT™
• TOGAF™
• Six Sigma
• PRINCE2®
• MSP®
• P3O®
• M_o_R®
• PMI® & PMBoK®