|
The Official Introduction to the ITIL Service Lifecycle
This official introduction is your gateway to ITIL. It explains the basic concept of IT service Management and the place of ITIL, introducing the new lifecycle model, which puts into context all the familiar ITIL processes from the earlier books. It also serves to illuminate the background of thr new ITIL structure. This title introduces ITSM and ITIL,
explains why the service lifecycle approach is best practice in today's ITSM, and makes a persuasive case for change.
After showing high level process models, it takes the reader through the main principles that govern the new version: lifecycle stages, governance and decision making, then the principles behind design and deployment, and operation and optimisation.
Key features:
- The main body introduces the five main titles with an introduction and clearly laid out summary of objectives, practice, key elements, roles and responsibilities and service performance.
- Gives an overview of the guidance specific to each stage of the lifecycle.
- Each chapter concludes with key messages and lessons, showing how the Introduction relates to the full library with its deeper levels of practice expertise and structured application.
List of figures vi
List of tables viii
OGC's foreword ix
Chief Architect's foreword x
Preface xi
1 Introduction 1
1.1 A historical perspective of IT service
management and ITIL 3
1.2 ITIL today 3
1.3 The ITIL value proposition 4
1.4 The ITIL service management
practices 4
1.5 What is a service? 5
1.6 Navigating the ITIL Service
Management Lifecycle 5
2 Core guidance topics 9
2.1 Service Strategy 11
2.2 Service Design 11
2.3 Service Transition 12
2.4 Service Operation 12
2.5 Continual Service Improvement 12
2.6 Lifecycle quality control 13
2.7 ITIL conformance or compliance - practice
adaptation 13
2.8 Getting started - Service Lifecycle
principles 14
3 The ITIL Service Management
Lifecycle - core of practice 17
3.1 Functions and Processes across
the lifecycle 20
4 Service Strategy - governance and
decision-making 23
4.1 Strategic assessment 25
4.2 Developing strategic capabilities 27
4.3 Service Provider types - matching
need to capability 27
4.4 Services as assets - value creation 28
4.5 Defining the market space 29
4.6 Service Portfolios 30
4.7 Service outsourcing - practical
decision-making 33
4.8 Return on investment (ROI) 35
4.9 Financial Management 36
4.10 Increasing service potential 38
4.11 Organizational development 39
| iii
Contents
5 Service Design - building structural
service integrity 43
5.1 Business value 46
5.2 Five aspects of Service Design 46
5.3 Identifying service requirements 47
5.4 Service Design models 48
5.5 Delivery model options 49
5.6 Service Catalogue Management 50
5.7 Service Level Management 52
5.8 Capacity Management 55
5.9 Availability Management 60
5.10 IT Service Continuity Management 64
5.11 Information Security Management 66
5.12 Supplier Management 70
6 Service Transition - preparing for
change 73
6.1 Transition Planning and Support 76
6.2 Change Management 80
6.3 Asset and Configuration
Management 83
6.4 Release and Deployment
Management 86
6.5 Service Validation and Testing
Releases 88
7 Service Operation 91
7.1 Business value 94
7.2 Event Management 94
7.3 Incident Management 96
7.4 Request Fulfilment 99
7.5 Problem Management 101
7.6 Access Management 105
7.7 Service Operation functions 106
7.8 IT Operations Management 116
7.9 Application Management 117
7.10 Service Operation and project
management 121
7.11 Assessing and managing risk in
Service Operation 122
7.12 Operational staff in Service Design
and Transition 122
8 Continual Service Improvement 125
8.1 Purpose of CSI 125
8.2 CSI objectives 126
8.3 Business drivers 128
8.4 Technology drivers 128
8.5 Service measurement 129
8.6 Continual Service Improvement
processes 129
8.7 Service reporting 140
iv | Contents
9 Complementary guidance 145
9.1 ITIL and other frameworks, practices
and standards 145
10 The ITIL Service Management
Model 149
10.1 Model element types 149
10.2 Basic elements 151
10.3 Creating a service 155
10.4 Strategy generation 155
10.5 Deciding the course of action to
create a new service 158
Acronyms 173
Glossary 177
Index 227
|
