Book description
Introduces IT service management and ITIL. It summarises the best practices described in the 2011 editions' core guidance, explaining the basic concepts of ITIL and providing information on each stage of the service lifecycleTable of contents
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Introduction to the ITIL® Service Lifecycle
- Contents
- List of figures
- List of tables
- Foreword
- Preface
- Acknowledgements
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1 Introduction
- 1.1 What is ITIL?
- 1.2 The ITIL value proposition
- 1.3 The ITIL service lifecycle
- Figure 1.1 The ITIL service lifecycle
- 1.4 Overview
- 1.5 Context
- 1.6 ITIL in relation to other publications in the Best Management Practice portfolio
- 1.7 Why is ITIL so successful?
- 1.8 A common structure across the ITIL core
- 1.9 Chapter summary
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2 Service management as a practice
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2.1 Services and service management
- 2.1.1 Services
- Figure 2.1 Conversation about the definition and meaning of services
- 2.1.2 Service management
- 2.1.3 IT service management
- 2.1.4 Service providers
- 2.1.5 Stakeholders in service management
- 2.1.6 Utility and warranty
- Figure 2.2 Services are designed, built and delivered with both utility and warranty
- 2.1.7 Best practices in the public domain
- Figure 2.3 Sources of service management best practice
- 2.2 Basic concepts (1/2)
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2.2 Basic concepts (2/2)
- 2.2.1 Assets, resources and capabilities
- 2.2.2 Processes
- Figure 2.4 Examples of capabilities and resources
- 2.2.3 Organizing for service management
- Figure 2.5 Process model
- 2.2.4 The service portfolio
- Figure 2.6 The service portfolio and its contents
- 2.2.5 Knowledge management and the SKMS
- Figure 2.7 Architectural layers of an SKMS
- 2.3 Governance and management systems
- 2.4 The service lifecycle (1/2)
- 2.4 The service lifecycle (2/2)
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2.1 Services and service management
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3 Service strategy
- Figure 3.1 Service strategy is at the core of the service lifecycle
- 3.1 Service strategy overview
- 3.2 Service strategy principles (1/2)
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3.2 Service strategy principles (2/2)
- 3.2.1 Strategy must enable service providers to deliver value
- 3.2.2 Market spaces
- 3.2.3 How to define services
- 3.2.4 Strategies for customer satisfaction
- Figure 3.2 How a service provider enables a business unit’s outcomes
- 3.2.5 Service economics
- 3.2.6 Sourcing strategy
- 3.2.7 From value chains to value networks
- Figure 3.3 Example of a value network
- 3.2.8 Organizational development
- Figure 3.4 Stages of organizational development
- 3.3 Service strategy processes (1/2)
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3.3 Service strategy processes (2/2)
- 3.3.1 Strategy management for IT services
- Figure 3.5 The strategy management process
- Table 3.1 Questions to assess existing services as differentiators
- Figure 3.6 The service portfolio
- 3.3.2 Service portfolio management
- 3.3.3 Financial management for ITservices
- 3.3.4 Demand management
- 3.3.5 Business relationship management
- 3.4 Service strategy inputs and outputs
- Table 3.2 Differences between business relationship management and service level management
- Table 3.3 Service strategy inputs and outputs by lifecycle stage
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4 Service design
- Figure 4.1 Service design follows on from service strategy in the integrated service lifecycle
- 4.1 Service design overview
- 4.2 Service design principles
- 4.3 Service design processes (1/4)
- 4.3 Service design processes (2/4)
- 4.3 Service design processes (3/4)
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4.3 Service design processes (4/4)
- 4.3.1 Design coordination
- Table 4.1 Main sourcing structures (delivery strategies)
- 4.3.2 Service catalogue management
- Figure 4.4 A two-view service catalogue
- 4.3.3 Service level management
- Figure 4.5 The service level management process
- Figure 4.6 Multi-level SLAs
- 4.3.4 Availability management
- Figure 4.7 The availability management process
- Figure 4.8 Relationship between levels of availability and overall costs
- 4.3.5 Capacity management
- Figure 4.9 Capacity management sub-processes
- 4.3.6 IT service continuity management
- 4.3.7 Information security management
- Figure 4.10 Lifecycle of IT service continuity management
- Figure 4.11 Information security management process
- 4.3.8 Supplier management
- Figure 4.12 Supplier management – roles and interfaces
- 4.4 Service design inputs andoutputs
- Table 4.2 Service design inputs and outputs by lifecycle stage
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5 Service transition
- Figure 5.1 Service transition must ensure that what is planned to be implemented will achieve the defined objectives
- 5.1 Service transition overview
- 5.2 Service transition principles
- 5.3 Service transition processes (1/3)
- 5.3 Service transition processes (2/3)
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5.3 Service transition processes (3/3)
- 5.3.1 Transition planning and support
- 5.3.2 Change management
- 5.3.3 Service asset and configuration management
- Figure 5.3 Example of a process flow for a normal change
- 5.3.4 Release and deployment management
- Figure 5.4 Architecture elements to be built and tested
- 5.3.5 Service validation and testing
- 5.3.6 Change evaluation
- 5.3.7 Knowledge management
- Figure 5.5 Change evaluation process flow
- Figure 5.6 The flow from data to wisdom
- Figure 5.7 Relationship of the CMDB, the CMS and the SKMS
- 5.4 Service transition inputs and outputs
- Table 5.1 Service transition inputs and outputs by lifecycle stage
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6 Service operation
- Figure 6.1 Service operation is the stage in the service lifecycle where value is realized from the other stages
- 6.1 Service operation overview
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6.2 Service operation principles
- 6.2.1 Realizing value in service operation
- 6.2.2 Operational health
- 6.2.3 Service operation and project management
- 6.2.4 Assessing and managing risk in service operation
- 6.2.5 Operation staff involvement in other service lifecycle stages
- 6.2.6 Communication
- 6.2.7 Monitoring and control
- Figure 6.2 The monitor control loop
- 6.3 Service operation processes (1/4)
- 6.3 Service operation processes (2/4)
- 6.3 Service operation processes (3/4)
- 6.3 Service operation processes (4/4)
- 6.4 Service operation functions
- 6.5 Service operation inputs and outputs
- Table 6.1 Service operation inputs and outputs by lifecycle stage
- 7 Continual service improvement
- 8 ITIL qualifications and credentials
- Appendix A: Examples of inputs and outputs across the service lifecycle (1/2)
- Appendix A: Examples of inputs and outputs across the service lifecycle (2/2)
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Appendix B: Related guidance
- B.1 ITIL guidance and web services
- B.2 Quality management system
- B.3 Risk management
- B.4 Governance of IT
- B.5 COBIT
- B.6 ISO/IEC 20000 service management series
- B.7 Environmental management and green/sustai nable IT
- B.8 ISO standards and publications for IT
- B.9 ITIL and the OSI framework
- B.10 Programme and project management
- B.11 Organizational change
- B.12 Skills Framework for the Information Age
- B.13 Carnegie Mellon: CMMI and eSCM framework
- B.14 Balanced scorecard
- B.15 Six Sigma
- Abbreviations
- Glossary (1/11)
- Glossary (2/11)
- Glossary (3/11)
- Glossary (4/11)
- Glossary (5/11)
- Glossary (6/11)
- Glossary (7/11)
- Glossary (8/11)
- Glossary (9/11)
- Glossary (10/11)
- Glossary (11/11)
- Index (1/2)
- Index (2/2)
Product information
- Title: Introduction to the ITIL Service Lifecycle
- Author(s):
- Release date: December 2011
- Publisher(s): TSO
- ISBN: None
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