Books

Inform-IT produced more than 80 books in up to 16 languages, with thousands of experts from all over the world. These books were always carefully selected. Our publications serve especially the dissemination of knowledge and opinions about standards and best practices, the application of this knowledge in new fields, and better access to this information. The books include:

  • SERVICE RESCUE! An Implementation and Improvement Guide for Incident Management [2015]. SERVICE RESCUE is the first book on Incident Management written from the perspective of a Service Management Architecture. This distinguishes it from any previous publication on this ‘classic’ topic, and offers plenty of very practical guidance in an applicable and generic format for any service organization.
  • The FSM Method [2013]. The first book on process based managing of Business Information Management. A methodical approach to setting up and managing modern Business Information Management in a fully standardized way.
  • ITIL 2011 Pocket Guide [2012]. A condensed summary of the full ITIL 2011 framework, found in 2000 pages, into just 200 pocket-sized pages. Primarily it is a quick, portable reference tool to ITIL for all professionals in the service management community. Secondly the ITIL pocket guide can be used as part of the training material for everyone who wants to certify for the ITIL Foundation exam. The guide contents cover all of the…
  • Service Level Management and the Service Manager [2012]. ‘Service Level Management and the Service Manager ‘ is the second book of a series of (initially) six books that provide background considerations, theory, instructions, and practical guidance for setting up organization structures in the context of improvement projects.
  • Designing and Transforming IT Organizations [2012]. There are lots of books about IT Service Management (ITSM), but almost none about the organizational issues of implementation projects. Very little has been published on organization structures, roles, responsibilities, skills and competences, in the field of IT (service) management, to support implementation and organization change projects. With this book, that has changed permanently.
  • Information Security Economics [2011]. ‘Information Security Economics’ explores the economic aspects of information security, whilst explaining how best to work with them, in order to achieve an optimized ROI on security investments.
  • The ISM Method: Past, Present and Future of IT Service Management [2010]. The book describes a revolutionary approach on how to successfully implement IT service management (ITSM) in an easier, faster, cheaper, and especially more effective way. The ISM Method is a true ‘method’ in the sense that it is independent of technology, organization and processes. The ISM Method describes the structure and continual improvement of an IT service organization, based on…
  • IT Service management – Global Best Practices -Volume I [2008]. This unique guide is written by industry thought leaders giving the inside track on new practices that could radically change IT Service Management in the next few years. IT Service Management Global Best Practices Volume 1 is written by leading experts from many countries (UK, Spain, Ireland, Italy, Taiwan, Australia, USA, Canada, Argentina, Brazil, Belgium,…
  • Service Strategy Based on ITIL V3: A Management Guide [2008]. A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well. Available in several languages.
  • Service Design Based on ITIL V3: A Management Guide [2008]. The Management Guides are a concise summary of the Foundations of IT Service Management based on ITIL V3 . A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well.
  • Service Transition Based on ITIL V3: A Management Guide [2008]. The Management Guides are a concise summary of the Foundations of IT Service Management based on ITIL V3 . A quick, portable reference tool to the standards used within the Service Management community. Not only includes the Lifecycle Approach but in addition covers the processes in a separate section as well. What are the key service management processes? What is the lifecycle approach?
  • Service Operation based on ITIL V3 – Management Guides [2008]. Well designed and implemented processes are of little value when the day-to-day fulfilment of these processes is not well organized. Nor are service improvements possible when the day-to-day performance measuring and data gathering activities are not fulfilled systematically during the Service Operation. The goal of Service Operation are to coordinate and fulfil activities and processes…
  • Continual Service Improvement based on ITIL V3 – Management Guides [2008]. IT must continually align and re-align IT services to the changing business needs by identifying and implementing improvements to IT services that support the business. ITIL V3 places this within the lifecycle phase of Continual Service Improvement. An IT service is created by a number of activities. The quality of these activities and the process which links these activities determine…
  • IT Service Management, An Introduction based on ISO20000 and ITIL V3 [2008].  This Introduction to IT Service Management, published by itSMF-I, is based on the latest edition of the ITIL books – Version 3 and is intended to serve as an introduction to both ITIL and ISO20000.
  • ITIL V3 Foundation Exam: The Study Guide [2008]. This title has been officially endorsed by APMG UK. It covers all the material found in the ITIL V3 Foundations Exam. Its 230 pages cover everything you need to know to pass the exam and in addition the Official OGC sample exams are included at the end of each chapter.
  • IT Service Management Best Practices, Parts 1, 2, 3, 4 plus Gold edition 2008 [[2004-2008]. Van Haren Publishing [2004-2008]. Chief editor. Annual guides 2004-2007, plus Gold Edition 2008. Each book 500-600 pages, produced with 50-60 authors.
  • Foundations of IT Service Management Based on ITIL® V3 [2007]. Foundations of IT Service Management based on ITIL has become the industry classic guide on the topic of ITIL. Over the years this authoritative itSMF guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. Available in several languages.
  • ITIL V3: A Pocket Guide [2007]. This really popular pocket guide is a quick, portable reference tool designed for managers, to give an overall picture of the ITIL V3 upgrade. Available in several languages.
  • IT Governance based on COBIT [2007]. Chief editor, with authors Harry Boonen and Koen Brand. A book on the structure of COBIT, from a process perspective.
  • Implementing ISO/IEC 20000 Certification – The Roadmap [2007]. Chief editor. The book on preparing for and achieving an ISO20000 certificate, with several case studies.
  • ISO20000 – An Introduction [2007]. Chief editor. The Introduction of ISO20000, with a reference to all of the related ITIL content. Contains the full text of the ISO20000 standard.
  • Metrics for IT Service Management [2006]. Chief editor. A book on the design and implementation of metrics in service organizations using industry standard frameworks.
  • Six Sigma for IT Management – A Pocket Guide [2006]. Chief editor. A pocket derivative of the Six Sigma guide to IT Service Management.
  • Six Sigma for IT Management [2006]. Chief editor. The book on the application of Six Sigma in combination with ITIL best practice.
  • Frameworks for IT Management [2006]. This title covers the most important frameworks in use, in a neutral and objective way, so that readers can better understand the potential value of each instrument. Each framework is described by a well-known expert in that field, in a structured format, to emphasize the specific characteristics. Available in several languages.
  • ISO20000: A Pocket Guide [2006]. A quick and accessible guide to a universally adopted standard. This standard is based on ITIL which is also very widely known and used. ISO 20000 describes Service Management standards that must be attained for corporate accreditation. Available in several languages.
  • IT Service Management, an introduction based upon ITIL V2 [2005]. This introduction to ITIL V2 Service Support & Service Delivery (and Security mgt) served as a landmark publication form many, as a preparation to their ITIL training. The book supported the globalization of ITIL, and was available in many languages.
  • Official Introduction to ITIL V2 [2005]. This official introduction to ITIL was part of the official set of ITIL publications, published by TSO.
  • [DUTCH] IT Service Management – Een Leerboek [2005]. Chief editor. An ITSM study guide for higher education in the Netherlands, used throughout the country.
  • Microsoft Operations Framework (MOF) – A Pocket Guide [2003]. Pocket guide on MOF v3.
  • The Guide to IT Service management, Volume I [2002]. An 820 page guide to the major developments in the field of ITSM.
  • IT Beheer Jaarboeken 1997, 1998, 1999, 2000, 2001, 2002, 2003. Ten Hagen & Stam Uitgevers [1997-2003]. Chief editor. Annual books of 500-600 pages each, produced with 50-60 authors, on IT management topics. Followed up by the series “ITSM Best Practices”