Building an ITIL-based Service Management Department

Table of contents

1. Copyright Page
2. Contents
3. List of figures and tables
4. Preface
5. Acknowledgements
6. 1. A classic departmental structure
   1. 1.1 The eternal ITIL triangle
   2. 1.2 Service management department structure
7. 2. Overview of a step-by-step approach
   1. 2.1 Why a step-by-step approach?
   2. 2.2 The steps
8. 3. Step 1 – Preparing the basics
   1. 3.1 A project approach
   2. 3.2 Selecting a project team
   3. 3.3 Collating current materials
   4. 3.4 Other ITIL projects
9. 4. Step 2 – Defining departmental parameters
   1. 4.1 Creating a mission statement
   2. 4.2 Introduction to departmental parameters
   3. 4.3 Creating the parameters
10. 5. Step 3 – Identifying primary ITIL fundamental tasks
    1. 5.1 Definition of the primary ITIL fundamental tasks
    2. 5.2 Identifying the ITIL fundamental tasks
    3. 5.3 Documenting the ITIL fundamental tasks
11. 6. Step 4 – Identifying non-ITIL fundamental tasks
    1. 6.1 Definition of a non-ITIL fundamental task
    2. 6.2 Examples of non-ITIL fundamental tasks
    3. 6.3 Preparing to locate non-ITIL fundamental tasks
    4. 6.4 Identifying the non-ITIL fundamental tasks
    5. 6.5 Documenting non-ITIL tasks
12. 7. Step 5 – Rationalizing the fundamental tasks
    1. 7.1 Rating the tasks
    2. 7.2 Reviewing and grading tasks
    3. 7.3 Removing the rejected fundamental tasks
    4. 7.4 Meeting the departmental parameters
    5. 7.5 Documenting the rationalized fundamental tasks
13. 8. Step 6 – Creating associated fundamental task packs
    1. 8.1 Definition of an associated fundamental task pack
    2. 8.2 Benefits of associated fundamental task packs
    3. 8.3 Establishing associated fundamental task packs
    4. 8.4 Deciding on your final associated fundamental task packs
    5. 8.5 Meeting the departmental parameters
    6. 8.6 Documenting the associated fundamental task packs
14. 9. Step 7 – Constructing your service management department
    1. 9.1 Influencing factors
    2. 9.2 Arranging your AFTPs into departmental units
    3. 9.3 Naming departmental units
    4. 9.4 Finalizing the construction
    5. 9.5 Departmental characteristics
15. 10. Step 8 – Organizational plans and charts
    1. 10.1 Organizational plans
    2. 10.2 Organizational charts
    3. 10.3 Summary
16. 11. Step 9 – Resourcing your service management department
    1. 11.1 Job descriptions
    2. 11.2 Processes and work instructions
    3. 11.3 Service management technology
    4. 11.4 Summary
17. 12. Building your service management department
    1. 12.1 Preparing a phased plan
    2. 12.2 Maintaining your department
    3. 12.3 Summary
18. Back Cover