The official introduction to the ITIL service lifecycle

The Official Introduction to the ITIL Service Lifecycle......Page 1
Contents......Page 3
List of figures......Page 6
List of tables......Page 8
OGC’s foreword......Page 9
Chief Architect’s foreword......Page 10
Preface......Page 11
1.2.1 Why is ITIL so successful?......Page 15
1.4 THE ITIL SERVICE MANAGEMENT PRACTICES......Page 16
1.6 NAVIGATING THE ITIL SERVICE MANAGEMENT LIFECYCLE......Page 17
1.6.1 ITIL service management practices – core guidance......Page 18
1.6.3 ITIL web support services......Page 19
2.2 SERVICE DESIGN......Page 23
2.5 CONTINUAL SERVICE IMPROVEMENT......Page 24
Figure 2.1 The Deming Quality Cycle......Page 25
2.8 GETTING STARTED – SERVICE LIFECYCLE PRINCIPLES......Page 26
Table 2.1 Roles and core guides......Page 27
Figure 3.1 The ITIL Service Lifecycle......Page 31
Figure 3.2 Process architecture......Page 32
3.1.4 Feedback throughout the Service Lifecycle......Page 33
Figure 3.3 Continual feedback loop......Page 34
4.1 STRATEGIC ASSESSMENT......Page 37
Table 4.1 Factors in strategic assessment......Page 38
4.3 SERVICE PROVIDER TYPES – MATCHING NEED TO CAPABILITY......Page 39
4.4 SERVICES AS ASSETS – VALUE CREATION......Page 40
Figure 4.1 Service Provider capabilities and resources......Page 41
Figure 4.2 Actionable components of service definitions in terms of utility......Page 42
Figure 4.3 Service Portfolio......Page 43
Figure 4.4 Elements of a Service Portfolio and Service Catalogue......Page 44
4.7 SERVICE OUTSOURCING – PRACTICALDECISION-MAKING......Page 45
Table 4.2 Types of sourcing structures......Page 46
4.8 RETURN ON INVESTMENT (ROI)......Page 47
Figure 4.6 Business impact and ROI outcome......Page 48
4.9.1 Service valuation......Page 49
4.10 INCREASING SERVICE POTENTIAL......Page 50
4.11 ORGANIZATIONAL DEVELOPMENT......Page 51
Table 4.4 Basic organizational structures for types of service strategies......Page 52
5 Service Design – building structural serviceintegrity......Page 57
5.2 FIVE ASPECTS OF SERVICE DESIGN......Page 58
5.3 IDENTIFYING SERVICE REQUIREMENTS......Page 59
5.4 SERVICE DESIGN MODELS......Page 60
Table 5.1 Delivery model options......Page 61
5.6 SERVICE CATALOGUE MANAGEMENT......Page 62
Figure 5.2 Service Catalogue elements......Page 63
5.7 SERVICE LEVEL MANAGEMENT......Page 64
Figure 5.3 The Service Level Management process......Page 65
5.7.1 Service Level Requirements......Page 66
5.8 CAPACITY MANAGEMENT......Page 67
Figure 5.4 Component-based Service Level Package......Page 68
5.8.2 Service Capacity Management......Page 69
5.8.3 Component Capacity Management......Page 70
Figure 5.5 Capacity Management elements......Page 71
5.9 AVAILABILITY MANAGEMENT......Page 72
5.9.2 Designing for availability......Page 73
5.9.3 Service Failure Analysis......Page 74
Figure 5.7 Relationship between levels of availability and overall costs......Page 75
5.10 IT SERVICE CONTINUITY MANAGEMENT......Page 76
5.11 INFORMATION SECURITY MANAGEMENT......Page 78
Figure 5.9 IT Security Management process......Page 81
5.12 SUPPLIER MANAGEMENT......Page 82
Figure 5.10 Supplier Management – roles and interfaces......Page 83
6 Service Transition – preparing for change......Page 87
6.1 TRANSITION PLANNING AND SUPPORT......Page 88
Figure 6.1 The Service Transition process......Page 89
6.1.1 Planning an individual ServiceTransition......Page 90
6.1.4 Reviewing the plans......Page 91
6.2 CHANGE MANAGEMENT......Page 92
6.2.1 The seven Rs of Change Management......Page 93
Figure 6.2 Normal Change Model......Page 94
6.3.1 Configuration Items......Page 95
6.3.2 Configuration Management System......Page 96
6.4 RELEASE AND DEPLOYMENT MANAGEMENT......Page 98
Figure 6.4 Example of a release package......Page 99
6.5 SERVICE VALIDATION AND TESTING RELEASES......Page 100
Figure 6.5 Service testing and validation......Page 101
7 Service Operation......Page 105
7.2 EVENT MANAGEMENT......Page 106
Figure 7.1 The Event Management process......Page 107
7.3.2 Incident models......Page 108
Figure 7.2 The Incident Management process flow......Page 110
7.4 REQUEST FULFILMENT......Page 111
7.4.1 Request models......Page 112
7.5.2 Process......Page 113
Figure 7.3 The Problem Management process flow......Page 114
7.6.1 Value to business......Page 117
7.7.1 Monitoring and control......Page 118
Figure 7.4 Single monitor control loop......Page 119
Figure 7.5 Complex monitor control loop......Page 120
Figure 7.6 ITSM monitor control loop......Page 122
7.7.2 Service Desk......Page 123
7.7.3 Technical Management......Page 126
7.7.4 Technical Management roles......Page 127
7.8.1 IT Operations Management role......Page 128
7.9 APPLICATION MANAGEMENT......Page 129
7.9.1 Application Management roles......Page 132
7.10 SERVICE OPERATION AND PROJECT MANAGEMENT......Page 133
7.12 OPERATIONAL STAFF IN SERVICE DESIGN AND TRANSITION......Page 134
8.1 PURPOSE OF CSI......Page 137
8.2 CSI OBJECTIVES......Page 138
8.2.1 Perspectives on benefits......Page 139
8.4 TECHNOLOGY DRIVERS......Page 140
8.6.1 Step 1 – Define what you shouldmeasure......Page 141
8.6.2 Step 2 – Define what you can measure......Page 142
8.6.3 Step 3 – Gathering the data......Page 143
8.6.5 Step 5 – Analysing the data......Page 145
8.6.6 Step 6 – Presenting and using the information......Page 147
8.6.7 Step 7 – Implementing correctiveaction......Page 148
8.6.9 Role of other processes in monitoring and data collection......Page 149
8.6.10 Metrics and measurement......Page 150
8.6.11 Interpreting metrics......Page 151
8.7 SERVICE REPORTING......Page 152
Figure 8.4 Service reporting process......Page 153
9.1.5 Management of Risk......Page 157
9.1.8 Six Sigma......Page 158
Figure 10.1 Service Management Model element types......Page 161
Figure 10.2 Service Lifecycle governance and operational elements......Page 162
Figure 10.3 Typical Type I Service Provider interactions......Page 163
Figure 10.4 Type II Service Provider interactions......Page 164
Figure 10.5 Type III Service Provider interactions......Page 165
Figure 10.6 Basic Service Management Model process elements......Page 166
10.4 STRATEGY GENERATION......Page 167
Figure 10.8 Forming and formulating a Service Strategy......Page 168
Figure 10.9 The Service Portfolio......Page 169
Figure 10.10 Stage 1 – Service Strategy elements......Page 170
10.5.3 Stage 3 – Transition the service......Page 171
Figure 10.12 Stage 3 – Transition the service......Page 172
Figure 10.14 Normal Change Management process......Page 173
10.5.4 Stage 4 – Operate the service......Page 174
Figure 10.16 Stage 4 – Operate the service......Page 175
Figure 10.17 The Event Management process......Page 176
Figure 10.18 The Incident Management process flow......Page 177
Figure 10.19 Information flow in the Service Operation stage......Page 178
Figure 10.20 Stage 5 – Continual Service Improvement......Page 179
Figure 10.21 Information flow within Continual Service Improvement......Page 180
Figure 10.22 Integrated lifecycle elements flow......Page 181
Figure 10.23 Layered view of the main elements in the Service Lifecycle......Page 182
Acronyms......Page 185
Glossary......Page 189
Index......Page 241