IT Service Management - A Guide for ITIL® V3 Foundation Exam Candidates

ITIL® and IT Service Management have been practised successfully around the world for more than 20 years. ITIL® is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. It was developed following the recognition that organizations were becoming increasingly dependent on IT to satisfy their corporate aims and meet their business needs. Such dependence leads to an increased requirement for reliable,high-quality IT services. This guide introduces ITIL both to Foundation Examination candidates and to people simply looking to gain a practical understanding of IT service management.