Key Element Guide ITIL Service Operation

Table of contents

1. Copyright Page
2. Contents
3. Acknowledgements
4. 1. Introduction
   1. 1.1 The ITIL service lifecycle
   2. 1.2 Service operation – 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 operation principles
   1. 3.1 Service operation fundamentals
   2. 3.2 Achieving balance in service operation
   3. 3.3 Providing good service
   4. 3.4 Operation staff involvement in other service lifecycle stages
   5. 3.5 Operational health
   6. 3.6 Communication
   7. 3.7 Documentation
   8. 3.8 Service operation inputs and outputs
7. 4. Service operation processes
   1. 4.1 Event management
   2. 4.2 Incident management
   3. 4.3 Request fulfilment
   4. 4.4 Problem management
   5. 4.5 Access management
8. 5. Organizing for service operation
   1. 5.1 Functions
   2. 5.2 Roles
9. 6. Implementing service operation
   1. 6.1 Managing change in service operation
   2. 6.2 Service operation and project management
   3. 6.3 Assessing and managing risk in service operation
   4. 6.4 Operational staff in service design and transition
   5. 6.5 Planning and implementing service management technologies
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