The Official Introduction to the ITIL Service Lifecycle.PDF

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The Official Introduction to the ITIL
Service Lifecycle
London: TSO
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Published by TSO (The Stationery Office) and available from:
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© Crown Copyright 2007
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First published 2007
ISBN 9780113310616
Printed in the United Kingdom for The Stationery Office
N5635491 c60
08/07
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iii
Contents
List of figures
vi
13
List of tables
viii
2.8 Getting started – Service Lifecycle
principles
14
OGC’s foreword
ix
3 The ITIL Service Management
Lifecycle – core of practice
Chief Architect’s foreword
x
17
Preface
xi
3.1 Functions and Processes across
the lifecycle
20
1 Introduction
1
4 Service Strategy – governance and
decision-making
23
1.1 A historical perspective of IT service
management and ITIL
3
4.1 Strategic assessment
25
1.2 ITIL today
3
4.2 Developing strategic capabilities
27
1.3 The ITIL value proposition
4
4.3 Service Provider types – matching
need to capability
27
1.4 The ITIL service management
practices
4
4.4 Services as assets – value creation
28
1.5 What is a service?
5
4.5 Defining the market space
29
1.6 Navigating the ITIL Service
Management Lifecycle
4.6 Service Portfolios
30
5
4.7 Service outsourcing – practical
decision-making
33
2 Core guidance topics
9
4.8 Return on investment (ROI)
35
2.1 Service Strategy
11
4.9 Financial Management
36
2.2 Service Design
11
4.10 Increasing service potential
38
2.3 Service Transition
12
4.11 Organizational development
39
2.4 Service Operation
12
2.5 Continual Service Improvement
12
2.6 Lifecycle quality control
13
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iv
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Contents
5 Service Design – building structural
service integrity
7 Service Operation
91
43
7.1 Business value
94
5.1 Business value
46
7.2 Event Management
94
5.2 Five aspects of Service Design
46
7.3 Incident Management
96
5.3 Identifying service requirements
47
7.4 Request Fulfilment
99
5.4 Service Design models
48
7.5 Problem Management
101
5.5 Delivery model options
49
7.6 Access Management
105
5.6 Service Catalogue Management
50
7.7 Service Operation functions
106
5.7 Service Level Management
52
7.8 IT Operations Management
116
5.8 Capacity Management
55
7.9 Application Management
117
5.9 Availability Management
60
7.10 Service Operation and project
management
5.10 IT Service Continuity Management
64
121
5.11 Information Security Management
66
7.11 Assessing and managing risk in
Service Operation
122
5.12 Supplier Management
70
7.12 Operational staff in Service Design
and Transition
6 Service Transition – preparing for
change
122
73
8 Continual Service Improvement
125
6.1 Transition Planning and Support
76
8.1 Purpose of CSI
125
6.2 Change Management
80
8.2 CSI objectives
126
6.3 Asset and Configuration
Management
83
8.3 Business drivers
128
6.4 Release and Deployment
Management
8.4 Technology drivers
128
86
8.5 Service measurement
129
6.5 Service Validation and Testing
Releases
88
8.6 Continual Service Improvement
processes
129
8.7 Service reporting
140
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Contents
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v
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
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