The ITIL 2011 Editions have been updated for clarity, consistency, correctness and completeness. ITIL is based upon a lifecycle approach and the core guidance consists of five publications:

• ITIL Service Strategy
• ITIL Service Design
• ITIL Service Transition
• ITIL Service Operation
• ITIL Continual Service Improvement

Each of the five publications represents a stage in the ITIL service lifecycle. With each stage influencing and relying upon the others, the lifecycle moves cyclically from service strategy (where the business requirements are set) to the design, transition, operation and continual improvement of IT services.

The lifecycle is driven by business needs and requirements and has a continual feedback system built into every stage to ensure that an organization’s service management offering continues to provide measurable value to the business. The process-based framework of the service lifecycle can be adopted and adapted by organizations of all types and sizes.

Key features

The updated ITIL publications share a similar standard structure (including generic content in Chapters 1, 2 and 6) to improve consistency and aid navigation. Some content has been reorganized to improve flow and readability, and ensure alignment across the suite – including clarification around interfaces, and inputs and outputs across the service lifecycle.

Terminology has been clarified and made consistent across the publications and the ITIL glossary.

Extent: 1,959 pages
Size: 215 x 280mm (x 5)
Published: 29th July, 2011
ISBN: 9780113313235

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RRP £299.00
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Extent: 1,959 pages
Published: 23rd August, 2011
ISBN: 9780113313242

RRP £299.00
£285.00 (exc. VAT)
You save: £24.00

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“A great set of books just got better!”

As part of a strict governance process, each of the five core updated ITIL publications was subject to two public quality assurance reviews.

Ahead of the publication of the core ITIL books on 29 July 2011, we can share with you some of the feedback the publications received during the first and second quality assurance reviews:

‘The update has added clarity and consistency amongst the five books and it has improved the ease of readability and understanding for users.‘ Christiane Chung Ah Pong, NCS PTE LTD (Singapore)

‘Most of the inconsistencies made in the first edition are removed during the update of the ITIL V3 core books. This is a great improvement…‘ Frank Eggert, MATERNA GmbH

‘A great set of books just got better! The updated books are indicative of what ITIL stresses – improvement. As a process implementer and ITIL instructor, yes, I know there was content in the previous edition that needed clarification or correction, and other topics I wish had more coverage… Reading and applying ITIL just became clearer!‘ David M. Brink, Solutions3

‘The updated ITIL publications are an astounding improvement over the earlier version. The language and descriptions are so clear and concise, they give the reader a much clearer appreciation of the processes and stages of the ITIL lifecycle.‘ Ryan Fraser, HP

ITIL 2011 ‘has turned a useful resource into an essential one – these books are vital reading for all IT staff from management to operations.‘ Claire Agutter, IT Training Zone

‘The ITIL Service Strategy book absolutely had significant improvement making it a great deal easier to read. Overall there is improved consistency between the five books.‘ Bradley Laatsch, HP

‘Strategy is now so much more accessible. It flows, it links and it is now joined to the other stages of the lifecycle so much more effectively.‘ Helen Sussex, Logica

‘It is much easier to read through ITIL Service Strategy and get a sense of what one would need to do to be more strategic in service management. It is far less theoretic and more practical.‘ Maggie Kneller

‘I like the new design coordination process in ITIL Service Design. It brings together and makes the ‘jigsaw’ puzzle of design so much more accessible. I didn’t know it was missing until it was there.’ Helen Sussex, Logica

ITIL Service Operation ‘has removed some of the previous ambiguity, and improved consistency, especially around roles and responsibilities, particularly technical management, IT operations and applications management.‘ Chris Pierce, Metropolitan Police Service

‘The inclusion of proactive problem management and additional analysis techniques [in ITIL Service Operation] are of great value.’ Horacio Gutiérrez Gutiérrez, PSS México

‘The revisions have streamlined the ST book and better integrated it into the other books in the service lifecycle. Diagrams are now better drawn and better described in corresponding text… On balance, I believe this revision will improve the overall readability of the ITIL library.‘ Claudia Tropp, Technology Partners International, Inc.

‘More readable, more useable. Many confusing aspects of Service Transition have been well and truly ‘nailed’. The demystifying of the SKMS, CMS, CMDB maelstrom is particularly helpful.‘ Barry Corless, Global Knowledge

‘There is an extensive increase in synergy across chapters [in ITIL Service Transition] making it easier for the reader to locate like-for-like content across the process areas covered. The latest revisions also provide more practical application and align more closely to real-world experience than ever before; and yet they manage to maintain their flexibility in providing a standard framework which can be adopted and adapted by organizations large or small. A great improvement!‘ Zoe Lambert, HP

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