ITIL V3 MALC - Managing Across the Lifecycle of IT Services Best Practices Study and Implementation Guide

Foreword......Page 2
Contents......Page 4
1 Introduction......Page 6
2 IT Service Management......Page 8
2.1 The Four Perspectives (Attributes) of ITSM......Page 9
2.2 Benefits of ITSM......Page 10
2.3 Business and IT Alignment......Page 11
3 What is ITIL®?......Page 14
3.1 The Service Lifecycle......Page 15
3.2 Mapping the Concepts of ITIL® to the Service Lifecycle......Page 17
3.3 How does the Service Lifecycle work?......Page 19
3.4 Specialization & Coordination across the Service Lifecycle......Page 20
4 Common Terminology......Page 22
4.1 What are Services?......Page 23
4.2 Processes & Functions......Page 30
5.1 Business Units and Service Units......Page 36
5.2 Types of Service Providers......Page 37
5.3 Agents......Page 38
5.4 Encapsulation......Page 39
5.5 Monitoring and Control of IT Service Management......Page 40
6.1 Objectives of Service Strategy......Page 43
6.2 Benefits of Service Strategy......Page 44
6.3 Service Strategy interfaces with other Service Lifecycle Phases
......Page 45
6.4 Major Concepts of Service Strategy......Page 46
6.5 Service Portfolio Management......Page 53
6.6 Financial Management......Page 66
6.7 Demand Management......Page 78
6.8 Challenges, critical success factors and risks of Service Management
......Page 84
7.1 Objectives of Service Design......Page 90
7.2 Benefits of Service Design......Page 91
7.3 Five Major Aspects of Service Design......Page 92
7.4 Service Design interfaces with other Service Lifecycle Phases
......Page 94
7.5 Service Level Management......Page 97
7.6 Service Catalogue Management......Page 109
7.7 Supplier Management......Page 117
7.8 Availability Management......Page 126
7.9 Capacity Management......Page 147
7.10 IT Service Continuity Management......Page 156
7.11 Information Security Management......Page 167
8.1 Objectives of Service Transition......Page 173
8.2 Benefits of Service Transition......Page 174
8.3 Interfaces to other Service Lifecycle Phases......Page 175
8.4 Transition Planning and Support......Page 177
8.5 Change Management......Page 180
8.6 Release and Deployment Management......Page 197
8.7 Service Validation and Testing......Page 215
8.8 Service Evaluation......Page 225
8.9 Service Asset and Configuration Management......Page 231
8.10 Knowledge Management......Page 246
9 Service Operation......Page 255
9.1 Benefits of Service Operation......Page 256
9.2 Interfaces to other Service Lifecycle Phases......Page 257
9.3 Principles of Service Operation......Page 259
9.4 Event Management......Page 269
9.5 Incident Management......Page 280
9.6 Problem Management......Page 294
9.7 Request Fulfillment......Page 309
9.8 Access Management......Page 315
10 ITIL Functions......Page 322
10.1 The Service Desk......Page 323
10.2 Technical Management......Page 333
10.3 IT Operations Management......Page 336
11 Continual Service Improvement......Page 346
11.1 The Continual Service Improvement Model......Page 347
11.2 Managing Cultural Change......Page 349
11.3 The Deming Cycle......Page 350
11.4 SWOT Analysis......Page 351
11.5 Implementing Continual Service Improvement (CSI) Processes
......Page 352
11.6 Service Measurement and Reporting......Page 354
12.2 Roles within Service Transition......Page 356
13 Technology Considerations......Page 361
13.1 Selecting ITSM tools and supporting technology......Page 362
13.2 Knowledge Management Tools......Page 363
14 Review Questions......Page 366
15-16 Glossary
......Page 375
17.1 ITIL® Certification Pathways......Page 379
17.2 ISO/IEC 20000 Pathways......Page 380
18 Answers to Review Questions......Page 381
19 References......Page 384
INDEX......Page 385