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What downloads can I expect as part of my subscription?

26 editable process diagrams (PC and MAC compatible) and currently 36 document templates including:

  • Service Strategy - Market Space Assessment, Calculating ROI Report

  • Service Operation - Event Record, Incident Record, Authorization Matrix, Major Incident Review

Report, Escalation Matrix Template

  • Service Transition - Transition Strategy, Sample Baseline Report, Service Testing Acceptance

Criteria, Test Evaluation Report, ELS Transition Checklist

  • Service Design - Business Impact Analysis, ITSCM Strategy, IT Recovery Plan, Availability

Design Criteria, Supplier Management Contract

  • Continual Service Improvement – Service Measurement Framework, Gap Analysis. All

downloads are accessible through the Main Practice Element (MPE) or Process Work Instructions.

For quick and easy access we also offer these on the Toolkit where the documents are listed alphabetically and by process.

Where did the product idea come from?

It was specifically designed in response to ITIL’s most recent version ITIL V3. Since ITIL was first introduced in 1989, its ability to evolve and its emphasis on continuous measurement and improvement of service delivery have made it a worldwide winner.

ITIL V3, the latest development, is a Service Lifecycle based approach incorporating the best of V1 and V2 and tested current best practice for IT Service Management. There are five lifecycle titles that form the core of ITIL which are part of your ITIL Live subscription:

  • Service Strategy

  • Service Design

  • Service Transition

  • Service Operation

  • Continual Service Improvement.

ITIL Live has been designed to enhance and complement the ITIL V3 Lifecycle publications by bringing the core of ITIL alive for anyone involved in Service Management. ITIL Live provides the important link between what is written in the core publications and what needs to be done in practice.

How is ITIL Live different to the other tools available?

ITIL Live’s main authoring team includes Sharon Taylor, Candace Tarin and Bidemi Johnson who together have many years experience within the industry. ITIL Live’s Content Review Group combines wide ranging experience with specific expertise in all areas of the ITSM community so you can rest assured the product has been rigorously tested by leading industry experts. Please visit www.BestPracticeLive.com for a profile of of the authors.

ITIL Live offers a unique approach to navigating through the ITIL V3 content: MPEs. A Main Practice Element (MPE) is a practical, everyday application of Service Management at work. Literally speaking it is those core activities (or elements) of Service Management you have to undertake i.e. Conducting Service Testing and Pilots.

The MPEs have been documented in a similar fashion as we are used to seeing processes and functions diagrammed. This method enables the product to easily depict process and role involvement.

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