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Navigating
the ITIL Service Delivery Web CD
The Toolbar Menu
The toolbar menu is permanently present across the top of the screen.
The menu contains links to the tools that you will find useful whilst
using the ITIL Service Delivery CD. These include: Contents,
Show/Hide ToC (Table of Contents), Acronyms and Glossary, Help, and the Search
facility. This menu also contains a link to the Home Page.
Home
Page
The Home Page contains text which introduces you to ITIL and links
to data peripheral to the CD such as Contact Details, the User Licence,
the Bookshop, and Further Information. This page also contains the links
to the foreword by the Executive Director IT Directorate, OGC and the
list of authors. The "Home Page" link on the top menu bar will return you to
this page.
Using
the ITIL Service Delivery CD
Links
from the Home Page
Contact Details
From the Home Page, the Contact Details link provides you with useful
information, including addresses, telephone numbers, and website URLs
for OGC, The Stationery Office, itSMF (The ITIL International User Group),
contacts for Qualifications and Training, and further acknowledgements.
Further
Information
This page gives general information and a background to ITIL
Foreword
This foreword is written by Bob Assirati, Executive Director IT Directorate,
OGC.
Authors
This page contains the acknowledgements to the wide range of experienced
IT professionals who have contributed to ITIL Service Delivery.
Bookshop
This page summarises the details of all the other titles in the ITIL
series. The Order link will connect you to the online ordering
facility provided by The Stationery Office Ltd. As you select an item
to order, this will appear in your online "shopping basket". Multiple
orders can be made at the same time. If you decide not to proceed with
your order you can remove the item from your shopping basket by using
the Remove button to the right of your order. Alternatively,
telephone ordering details are provided.
User
Licence
This is a reference copy of the stand alone single user licence, which is valid only on the publication date of this OGC ITD electronic product.
The master version of this stand alone single user licence is held on
The Stationery Office Ltd website named www.thestationeryoffice.com,
and will be updated over time to show changing details, such as new
customer service contact telephone numbers, or changes to the licence
terms and conditions.
Please note: The purchase of one copy of this ITIL Service Delivery CD provides licensed access to the ITIL Service Delivery CD on a stand-alone single-user only basis. This licence is granted solely to the designated holder of the product within your organisation.
If you intend to access the ITIL Service Delivery CD from either your Intranet system or from any CD-ROM juke box on more than one workstation you are legally bound to purchase a network licence. For further information on network licences please contact The Stationery Office on 0870 600 5522 or e-mail network.sales@theso.co.uk.
Feedback Form
There is also a link to a Feedback Form. The Stationery Office always welcomes feedback on its products. This helps us to deliver our products in the way our customers want and to make sure that we are always providing the best and most useful products on the market. By providing feedback we can ensure that this product continues to suit your needs. The Feedback Form includes a submit button - if you have Internet access you can send this electronically. Otherwise, simply print off the form and send it to The Stationery Office, by mail or by fax.
Show
Contents for Service Delivery
The full text of ITIL Service Delivery can be seen by clicking on the
"Show Contents for Service Delivery" button in the Toolbar menu.
The left-hand frame shows a full list of Chapters and the ToC (Table of
Contents) for each chapter can be viewed by clicking on the "plus" sign
next to the chapter heading. Each of the headings in the ToC is a link
to that section, helping you navigate through the chapter quickly and
easily. Alternatively, if you are reading section by section, you can
use the Next/Previous buttons to navigate.
Show/Hide ToC
As you view the full text of ITIL Service Delivery, the default view will
display a ToC in the left frame. The ToC contains a hierarchical structure,
so you can use the + and - signs to show more or less detail. Each section
heading in the ToC is a link to that section.
If you are reading through the material in its logical sequence (i.e.
as though turning the pages of a book), or prefer to expand the main content
area so that it displays more text or a larger image, you may wish to
remove the ToC from view.
By clicking on the "Show/Hide ToC" button on the toolbar you
can remove the ToC. Clicking on the button again will recall the ToC to
view.
If you remove the ToC from view, you can still navigate through the
text by using the Next/Previous buttons.
Search
The Search facility is at the top right of the screen, this shows a single
text box. Entering a word in this text box and clicking the "Submit
Search" will execute a general keyword search across the whole of
the ITIL Service Delivery CD. The search facility works only on single
words and not on phrases.
The Search Results will be displayed in the left frame. They will be
delivered in groups of twenty, with next and previous buttons that take
you page by page through the list of search results. Each result appearing
in the list is displayed according to the section heading. Each section
heading is a link, and by clicking this link the full text of the section
will be displayed in the main content frame to the right. The results
list will remain visible so that you can view other results without having
to re-execute your search. To display the ToC in the left hand frame rather
than the search results please click on the "Show Contents for Service
Delivery" button in the toolbar menu.
When you view the full text of your search results, you will find that
every occurrence of your search term will be highlighted. It will also
be surrounded by next/previous term indicators. By clicking on these next/previous
term indicators you can navigate through the text to each occurrence of
your search term.
Acronyms and Glossary Terms
A full listing of any acronyms used and their definition has been provided
in Appendix A.1. The glossary provided
in Appendix A.2 is a replica of that
created for the printed edition of ITIL Service Delivery. It is provided
here as a reference tool, and thus is a permanent link on the ITIL Service
Delivery toolbar. When you follow this link you will see a page that provides
a full listing of the glossary terms and their definitions.
In addition, all of the acronyms and glossary terms have been located
in the full text, and the first occurrence of each within a section has
been highlighted in green (as opposed to the text highlighted in blue,
which represents hypertext links to other parts of ITIL Service Delivery).
By rolling your mouse over the highlight you will activate a pop up window
displaying the definition. This provides you with an instant look-up without
losing your place in the full text.
In being able to access the acronyms and glossary terms in full as a permanent
tool, you are able to compare terms and definitions.
Help
As the link to the Help page resides on the ITIL Service Delivery
toolbar, it will always be available to you, no matter what part of ITIL
Service Delivery you are currently in.
Hypertext
Links
Throughout the text you will notice that words or phrases appear in blue
or green text. The blue text represents a hypertext link. This will usually
be a reference to another section of ITIL Service Delivery and clicking
on the blue text will take you to that section. Some links are to other
volumes in the ITIL series, and as these are not present on this CD you
will be taken to a page which provides ordering information about these
publications.
Green text, however, indicates an acronym or a glossary term, see Acronyms and Glossary above.
Printing
Because the presentation of this CD is frames based, to print off information
from this CD you will need to be sure that you activate the part of the
screen that you wish to print. That is, if you are viewing the full text
with the ToC visible, be sure to click in the main content area to the
right before you click your Browser's print button to be sure to print
that area.
FAQs/Troubleshooting
When
I put the CD into my CD-drive nothing happens. Why?
The ITIL Service Delivery CD uses an Autorun file to start up your default
browser as soon as you put the CD into your drive. If this does not
happen, then it could be that you do not have the CD AutoPlay feature
enabled on your PC. To enable CD Autoplay under Windows 95/98 you should
go to the Windows Device Manager (which you reach through the Control
Panel), and select CD-ROM. Double click on the installed device and
ensure that the "auto insert notification" is ticked in the settings
panel. You may need Administrator privileges to alter your settings.
Check with your IT support unit.
How
do I Java enable my browser?
Both Microsoft and Netscape browsers install by default with Java support
enabled, so you probably won't have to do anything, however if you are
experiencing problems, try the following:
Netscape Navigator:
From the Edit menu, select Preferences. From there select Advanced,
and tick the boxes enabling Java, JavaScript and Style Sheets. Click
OK.
Microsoft Internet Explorer 4.x:
From the View menu, select Internet Options. From there select Advanced
and scroll down to the box labelled "Java JIT Compiler Enabled". Tick
this box, then click Apply followed by OK.
Microsoft Internet Explorer 5.x: From the Tools menu, select Internet
Options. From there select Advanced and scroll down to the box labelled
"Java JIT Compiler Enabled".
Tick this box, then click Apply followed by OK.
What
does % in the search results actually mean?
This is the relevance rating that the search engine calculates for each
section returned in the hitlist. It is a measure of how well each section
in the hitlist matches your search query (the higher the percentage
the better the match). The method used to calculate the relevance ratings
is based on the frequency of occurrence of search terms within the section,
if a term occurs more frequently in a section, that section is rated
more highly on the hitlist.
What
is the minimum system requirement to run this CD?
The following is the minimum specification required, though if you have
a higher specification then you will get improved performance:
Operating System:
Windows 95, Windows 98, or Windows NT4.x
PC Requirements:
P100 or compatible microprocessor
16Mb RAM
800x600 Video Display
8 speed CD-ROM drive
600dpi resolution printer (optional)
Java and JavaScript Enabled Web Browser:
Microsoft Internet Explorer 4.0 or above
Netscape Navigator 4.05 or above
Which
browser does TSO®
recommend?
This CD works well in Microsoft and Netscape browsers, however in general,
you will get better performance using versions of Microsoft Internet
Explorer over Netscape Navigator, so TSO®
recommend the former.
How
do I contact Technical Support?
| Telephone: |
+44 (0) 870 600 5522 |
| Fax: |
+44 (0) 870 242 2346
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| Email: |
customer.services@theso.co.uk
stating ITIL Service Delivery CD in the subject line. |
Technical support is available from TSO®
by telephone, facsimile or email, between 0900 hrs and 1700 hrs, Monday
to Friday (excluding English Bank and Public Holidays) within either
of the applicable UK time standards, GMT or BST.
All queries will be replied to within 3 working days either with a
solution or a timescale when the solution will be supplied.
 
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