ITIL V3 - The Official Introduction to ITIL
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
