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ITIL For Beginners is useful for getting a very basic knowledge, but not much more than that. It is rather stilted in how it flows and is full of buzzwords.
The introduction starts off in a promising manner, going through a bit of the history of why ITIL was developed and why it is needed. But this moves away from the "why" and into the "who" and "what" fairly quickly, talking about revision versions and which company did what. The "why" is useful for understanding ITIL, but the "what and what" is not. I assume it was in there as some sort of requirement by the developers of ITIL, because it doesn't actually serve much purpose beyond that.
We then get some more good work with some examples of where ITIL could be used, basing it on a made up company PDC. This discusses how the fictional PDC could improve using ITIL. There are other examples such as email that provide real life explanation to the concept.
But once we move into the bulk of the book the examples and real life explanations disappear. The majority of the chapters consist of a small introduction followed by lists and dot points. Or lists of lists. It's information at the most sparse and high level, with no grounding in how they would be implemented or interact with one another
To understand how simple it is, at one point (while going through one of its many lists) it is giving descriptions of some of the 'titles' used in ITIL. One part actually reads "Number of new customers: This is the number of new customers using the service". Really? Because that wasn't obvious at all.
The problem with lists is the there is no flow and remembering what is at the start of the list is difficult when there is no interaction and no context between what is in those lists. It just becomes a series of unconnected statements.
I listened through it twice, once without the PDF companion and once with it. The second time I was hoping that more would stick and I would get some more depth out of it, but the PDF companion doesn't really add much. In fact all it is an excerpt of the item that are reads. Some of the lists, but not all of them so you can't even use if for a reference for the entirety of the audio.
It ends with a case study talking about a real company who used ITIL and how it improved their service. But again, there is no interaction with the ITIL framework here explaining how their actions matched up. Plus it is at the end, once you have forgotten half the lists, meaning that what is provided has little context.
The narration by Amy Barron Smolinski is fine. She is easy to listen to and understand and has a good flow. She just can't overcome the poor format of the book.
2 of 2 people found this review helpful
What would have made ITIL for Beginners better?
Honest and straight forward process of purchase after a customer pays for a product; the customer is not expecting games. it is a complete waste of time that I have to login to a site to get what I paid for.
Would you ever listen to anything by ClydeBank Technology again?
never buy any of their product again.
How could the performance have been better?
nothing just disappear from this business. go sell used cars.