How to Develop, Implement and Enforce ITIL V3's Best Practices

Foreword......Page 2
Contents......Page 3
1.1 The Four Perspectives (Attributes) of ITSM......Page 6
1.3 Business and IT Alignment......Page 7
1.4 What is ITIL®?......Page 9
2 Common Terminology......Page 10
3 The Service Lifecycle......Page 13
3.1 Mapping the Concepts of ITIL® to the Service Lifecycle......Page 14
3.2 How does the Service Lifecycle work?......Page 16
4.1 Objectives......Page 17
4.2.1  Creating Service Value......Page 18
4.2.2  Service Packages and Service Level Packages......Page 19
4.3.1  Financial Management for IT Services......Page 21
4.3.2  Service Portfolio Management......Page 24
4.3.3  Demand Management......Page 28
4.3.4  Implementation......Page 31
4.4 Service Strategy Summary......Page 35
4.5 Service Strategy Service Scenario......Page 36
5.1 Objectives......Page 38
5.2 Major Concepts......Page 39
5.3 Service Design Processes......Page 40
5.3.1  Service Level Management......Page 41
5.3.2  Capacity Management......Page 46
5.3.3  Availability Management......Page 50
5.3.4  IT Service Continuity Management......Page 55
5.3.5  Information Security Management......Page 59
5.3.6  Supplier Management......Page 63
5.3.8  Implementation......Page 66
5.4 Service Design Summary......Page 70
5.5 Service Design Scenario......Page 72
6.1 Objectives......Page 74
6.2 Major Concepts......Page 75
6.3.1  Knowledge Management......Page 77
6.3.2  Service Asset and Configuration Management......Page 79
6.3.3  Change Management......Page 84
6.3.4  Release and Deployment Management......Page 91
6.3.5  Service Validation and Testing......Page 96
6.3.6  Implementation......Page 97
6.4 Service Transition Summary......Page 101
6.5 Service Transition Scenario......Page 102
7.1 Objectives......Page 103
7.2 Major Concepts......Page 104
7.3 Service Operation Functions......Page 106
7.3.1  The Service Desk......Page 107
7.3.2  Technical Management......Page 110
7.3.3  IT Operations Management......Page 112
7.3.4  Application Management......Page 114
7.4 Service Operation Processes......Page 115
7.4.1  Event Management......Page 116
7.4.2  Incident Management......Page 118
7.4.3  Problem Management......Page 123
7.4.4  Request Fulfillment......Page 127
7.4.6  Implementation......Page 128
7.5 Service Operation Summary......Page 135
7.6 Service Operation Scenario......Page 136
8.1 Objectives......Page 137
8.2 Major Concepts......Page 138
8.3.1 Service Level Management......Page 139
8.3.2  Service Measurement and Reporting......Page 142
8.3.3  CSI (7 Step) Improvement Process......Page 144
8.3.4  Methods & Techniques......Page 145
8.3.5  Implementation......Page 152
8.4  Continual Service Improvement Summary......Page 156
8.5  Continual Service Improvement Scenario......Page 157
9  Glossary......Page 158
10.1 ITIL® Certification Pathways......Page 161
10.2  ISO/IEC 20000 Pathways......Page 162