The ITIL Process Manual

This practical guide is a great solution to address the key problem how to implement ITIL and ISO 20000 when initial training has been completed. It supports the basic approaches to the fundamental processes – small to medium sized companies will find the concise, practical guidance easy to follow and implement. It avoids the complex, enterprise-wide issues which are not required for many organisations. Each chapter has the following structure:Improvement activitiesProcess inputs and outputsRelated processesTools and techniquesKey Performance IndicatorsCritical Success FactorsProcess Improvement rolesBenefits of effective ProcessImplementation challenges and considerationsTypical assets and artefacts of an Improvement program