Key Element Guide ITIL Service Design

Book description

The 'Key Element Guide ITIL Service Design' provides a handy reference to the content contained within the core ITIL Service Design guidance and summarises its key elements.

Table of contents

  1. Copyright Page
  2. Contents
  3. Acknowledgements
  4. 1. Introduction
    1. 1.1 The ITIL service lifecycle
    2. 1.2 Service design – key element guide
    3. 1.3 Context
  5. 2. Service management as a practice
    1. 2.1 Services and service management
    2. 2.2 Basic concepts
    3. 2.3 Governance and management systems
    4. 2.4 The service lifecycle
  6. 3. Service design principles
    1. 3.1 Service design basics
    2. 3.2 Service design goals
    3. 3.3 Balanced design
    4. 3.4 Identifying service requirements
    5. 3.5 Identifying and documenting business requirements and drivers
    6. 3.6 Design activities
    7. 3.7 Design aspects
    8. 3.8 The subsequent design activities
    9. 3.9 Design constraints
    10. 3.10 Service design models
    11. 3.11 Service design inputs and outputs
  7. 4. Service design processes
    1. 4.1 Design coordination
    2. 4.2 Service catalogue management
    3. 4.3 Service level management
    4. 4.4 Availability management
    5. 4.5 Capacity management
    6. 4.6 IT service continuity management
    7. 4.7 Information security management
    8. 4.8 Supplier management
  8. 5. Organizing for service design
    1. 5.1 Functions
    2. 5.2 Roles
  9. 6. Implementing service design
    1. 6.1 Risks to the services and processes
    2. 6.2 Implementing service design
    3. 6.3 Measurement of service design
  10. 7. Challenges, risks and critical success factors
    1. 7.1 Challenges
    2. 7.2 Risks
    3. 7.3 Critical success factors
  11. 8. Key messages and lessons
  12. 9. Related guidance
    1. 9.1 Risk assessment and management
    2. 9.2 ITIL guidance and web services
    3. 9.3 Quality management system
    4. 9.4 Governance of IT
    5. 9.5 COBIT
    6. 9.6 ISO/IEC 20000 service management series
    7. 9.7 Environmental management and green/sustainable IT
    8. 9.8 Programme and project management
    9. 9.9 Skills Framework for the Information Age
    10. 9.10 Carnegie Mellon: CMMI and eSCM framework
    11. 9.11 Balanced scorecard
    12. 9.12 Six Sigma
  13. Back Cover

Product information

  • Title: Key Element Guide ITIL Service Design
  • Author(s): AXELOS
  • Release date: July 2012
  • Publisher(s): TSO
  • ISBN: 9780113315161