Introduction to the ITIL Service Lifecycle

Table of contents

1. Introduction to the ITIL® Service Lifecycle
   1. Contents
   2. List of figures
   3. List of tables
   4. Foreword
   5. Preface
   6. Acknowledgements
   7. 1 Introduction
      1. 1.1 What is ITIL?
      2. 1.2 The ITIL value proposition
      3. 1.3 The ITIL service lifecycle
      4. Figure 1.1 The ITIL service lifecycle
      5. 1.4 Overview
         1. 1.4.1 Value to business
         2. 1.4.2 Target audience
      6. 1.5 Context
         1. 1.5.1 Service strategy
         2. 1.5.2 Service design
         3. 1.5.3 Service transition
         4. 1.5.4 Service operation
         5. Figure 1.2 ITIL’s relationship with other Best Management Practice guides
         6. 1.5.5 Continual service improvement
      7. 1.6 ITIL in relation to other publications in the Best Management Practice portfolio
      8. 1.7 Why is ITIL so successful?
      9. 1.8 A common structure across the ITIL core
      10. 1.9 Chapter summary
   8. 2 Service management as a practice
      1. 2.1 Services and service management
         1. 2.1.1 Services
         2. Figure 2.1 Conversation about the definition and meaning of services
         3. 2.1.2 Service management
         4. 2.1.3 IT service management
         5. 2.1.4 Service providers
         6. 2.1.5 Stakeholders in service management
         7. 2.1.6 Utility and warranty
         8. Figure 2.2 Services are designed, built and delivered with both utility and warranty
         9. 2.1.7 Best practices in the public domain
         10. Figure 2.3 Sources of service management best practice
      2. 2.2 Basic concepts (1/2)
      3. 2.2 Basic concepts (2/2)
         1. 2.2.1 Assets, resources and capabilities
         2. 2.2.2 Processes
         3. Figure 2.4 Examples of capabilities and resources
         4. 2.2.3 Organizing for service management
         5. Figure 2.5 Process model
         6. 2.2.4 The service portfolio
         7. Figure 2.6 The service portfolio and its contents
         8. 2.2.5 Knowledge management and the SKMS
         9. Figure 2.7 Architectural layers of an SKMS
      4. 2.3 Governance and management systems
         1. 2.3.1 Governance
         2. 2.3.2 Management systems
         3. Figure 2.8 Plan-Do-Check-Act cycle
      5. 2.4 The service lifecycle (1/2)
      6. 2.4 The service lifecycle (2/2)
         1. 2.4.1 Specialization and coordination across the lifecycle
         2. 2.4.2 Processes through the service lifecycle
         3. Table 2.1 The processes described in each core ITIL publication
         4. Figure 2.9 Integration across the service lifecycle
         5. Figure 2.10 Continual service improvement and the service lifecycle
   9. 3 Service strategy
      1. Figure 3.1 Service strategy is at the core of the service lifecycle
      2. 3.1 Service strategy overview
         1. 3.1.1 Purpose and objectives of service strategy
         2. 3.1.2 Scope
         3. 3.1.3 Value to business
      3. 3.2 Service strategy principles (1/2)
      4. 3.2 Service strategy principles (2/2)
         1. 3.2.1 Strategy must enable service providers to deliver value
         2. 3.2.2 Market spaces
         3. 3.2.3 How to define services
         4. 3.2.4 Strategies for customer satisfaction
         5. Figure 3.2 How a service provider enables a business unit’s outcomes
         6. 3.2.5 Service economics
         7. 3.2.6 Sourcing strategy
         8. 3.2.7 From value chains to value networks
         9. Figure 3.3 Example of a value network
         10. 3.2.8 Organizational development
         11. Figure 3.4 Stages of organizational development
      5. 3.3 Service strategy processes (1/2)
      6. 3.3 Service strategy processes (2/2)
         1. 3.3.1 Strategy management for IT services
         2. Figure 3.5 The strategy management process
         3. Table 3.1 Questions to assess existing services as differentiators
         4. Figure 3.6 The service portfolio
         5. 3.3.2 Service portfolio management
         6. 3.3.3 Financial management for ITservices
         7. 3.3.4 Demand management
         8. 3.3.5 Business relationship management
      7. 3.4 Service strategy inputs and outputs
      8. Table 3.2 Differences between business relationship management and service level management
      9. Table 3.3 Service strategy inputs and outputs by lifecycle stage
   10. 4 Service design
       1. Figure 4.1 Service design follows on from service strategy in the integrated service lifecycle
       2. 4.1 Service design overview
          1. 4.1.1 Purpose and objective of service design
          2. 4.1.2 Scope
          3. 4.1.3 Usage
          4. 4.1.4 V alue to business
       3. 4.2 Service design principles
          1. 4.2.1 Holistic service design
          2. Figure 4.2 The four Ps of design
          3. Figure 4.3 Service composition
          4. 4.2.2 Identifying service requirements
          5. 4.2.3 Service design models
          6. 4.2.4 Delivery model options
       4. 4.3 Service design processes (1/4)
       5. 4.3 Service design processes (2/4)
       6. 4.3 Service design processes (3/4)
       7. 4.3 Service design processes (4/4)
          1. 4.3.1 Design coordination
          2. Table 4.1 Main sourcing structures (delivery strategies)
          3. 4.3.2 Service catalogue management
          4. Figure 4.4 A two-view service catalogue
          5. 4.3.3 Service level management
          6. Figure 4.5 The service level management process
          7. Figure 4.6 Multi-level SLAs
          8. 4.3.4 Availability management
          9. Figure 4.7 The availability management process
          10. Figure 4.8 Relationship between levels of availability and overall costs
          11. 4.3.5 Capacity management
          12. Figure 4.9 Capacity management sub-processes
          13. 4.3.6 IT service continuity management
          14. 4.3.7 Information security management
          15. Figure 4.10 Lifecycle of IT service continuity management
          16. Figure 4.11 Information security management process
          17. 4.3.8 Supplier management
          18. Figure 4.12 Supplier management – roles and interfaces
       8. 4.4 Service design inputs andoutputs
       9. Table 4.2 Service design inputs and outputs by lifecycle stage
   11. 5 Service transition
       1. Figure 5.1 Service transition must ensure that what is planned to be implemented will achieve the defined objectives
       2. 5.1 Service transition overview
          1. 5.1.1 Purpose and objectives of service transition
          2. 5.1.2 Scope
          3. 5.1.3 Usage
          4. 5.1.4 Value to business
       3. 5.2 Service transition principles
          1. 5.2.1 Managing change across the lifecycle
          2. Figure 5.2 Scope of change management and release and deployment management for services
          3. 5.2.2 Managing organization and stakeholder change
          4. 5.2.3 Adopting programme and project management best practice
       4. 5.3 Service transition processes (1/3)
       5. 5.3 Service transition processes (2/3)
       6. 5.3 Service transition processes (3/3)
          1. 5.3.1 Transition planning and support
          2. 5.3.2 Change management
          3. 5.3.3 Service asset and configuration management
          4. Figure 5.3 Example of a process flow for a normal change
          5. 5.3.4 Release and deployment management
          6. Figure 5.4 Architecture elements to be built and tested
          7. 5.3.5 Service validation and testing
          8. 5.3.6 Change evaluation
          9. 5.3.7 Knowledge management
          10. Figure 5.5 Change evaluation process flow
          11. Figure 5.6 The flow from data to wisdom
          12. Figure 5.7 Relationship of the CMDB, the CMS and the SKMS
       7. 5.4 Service transition inputs and outputs
       8. Table 5.1 Service transition inputs and outputs by lifecycle stage
   12. 6 Service operation
       1. Figure 6.1 Service operation is the stage in the service lifecycle where value is realized from the other stages
       2. 6.1 Service operation overview
          1. 6.1.1 Purpose and objectives of service operation
          2. 6.1.2 Scope
          3. 6.1.3 Usage
          4. 6.1.4 Value to business
       3. 6.2 Service operation principles
          1. 6.2.1 Realizing value in service operation
          2. 6.2.2 Operational health
          3. 6.2.3 Service operation and project management
          4. 6.2.4 Assessing and managing risk in service operation
          5. 6.2.5 Operation staff involvement in other service lifecycle stages
          6. 6.2.6 Communication
          7. 6.2.7 Monitoring and control
          8. Figure 6.2 The monitor control loop
       4. 6.3 Service operation processes (1/4)
       5. 6.3 Service operation processes (2/4)
       6. 6.3 Service operation processes (3/4)
       7. 6.3 Service operation processes (4/4)
          1. 6.3.1 Event management
          2. 6.3.2 Incident management
          3. Figure 6.3 The event management process
          4. Figure 6.4 Incident management process flow
          5. 6.3.3 Request fulfilment
          6. 6.3.4 Problem management
          7. Figure 6.5 Problem management process flow
          8. 6.3.5 Access management
          9. Figure 6.6 Access management process flow
       8. 6.4 Service operation functions
          1. 6.4.1 Service desk function
          2. 6.4.2 Technical management function
          3. 6.4.3 Application management function
          4. 6.4.4 IT operations management function
       9. 6.5 Service operation inputs and outputs
       10. Table 6.1 Service operation inputs and outputs by lifecycle stage
   13. 7 Continual service improvement
       1. Figure 7.1 Continual service improvement acts in tandem with all the other stages in the service lifecycle
       2. 7.1 CSI overview
          1. 7.1.1 Purpose and objectives of CSI
          2. 7.1.2 Scope
          3. 7.1.3 Usage
          4. 7.1.4 Value to business
       3. 7.2 CSI principles
          1. 7.2.1 CSI approach
          2. Figure 7.2 Continual service improvement approach
          3. 7.2.2 CSI register
          4. 7.2.3 Service measurement and metrics
          5. Table 7.1 Examples of service quality metrics
          6. Figure 7.3 Number of incidents opened by service desk over time
       4. 7.3 CSI process (1/2)
       5. 7.3 CSI process (2/2)
          1. 7.3.1 Seven-step improvement process
          2. Figure 7.4 The seven-step improvement process
          3. Figure 7.5 From vision to measurements
          4. 7.3.2 Interfaces
          5. 7.3.3 R ole of other processes in gathering and processing the data
       6. 7.4 CSI inputs and outputs
       7. Table 7.2 CSI inputs and outputs by lifecycle stage
   14. 8 ITIL qualifications and credentials
       1. 8.1 ITIL qualification scheme
       2. 8.2 itSMF
       3. Figure 8.1 The ITIL qualification scheme
       4. 8.3 Professional recognition for individuals
   15. Appendix A: Examples of inputs and outputs across the service lifecycle (1/2)
   16. Appendix A: Examples of inputs and outputs across the service lifecycle (2/2)
   17. Appendix B: Related guidance
       1. B.1 ITIL guidance and web services
       2. B.2 Quality management system
       3. B.3 Risk management
       4. B.4 Governance of IT
       5. B.5 COBIT
       6. B.6 ISO/IEC 20000 service management series
       7. B.7 Environmental management and green/sustai nable IT
       8. B.8 ISO standards and publications for IT
       9. B.9 ITIL and the OSI framework
       10. B.10 Programme and project management
       11. B.11 Organizational change
       12. B.12 Skills Framework for the Information Age
       13. B.13 Carnegie Mellon: CMMI and eSCM framework
       14. B.14 Balanced scorecard
       15. B.15 Six Sigma
   18. Abbreviations
   19. Glossary (1/11)
   20. Glossary (2/11)
   21. Glossary (3/11)
   22. Glossary (4/11)
   23. Glossary (5/11)
   24. Glossary (6/11)
   25. Glossary (7/11)
   26. Glossary (8/11)
   27. Glossary (9/11)
   28. Glossary (10/11)
   29. Glossary (11/11)
   30. Index (1/2)
   31. Index (2/2)