ITIL Service Design : Published in 07 ITIL v3 comprises five volumes ITIL….

ITILITIL Service Design : Published in 07 ITIL v3 comprises five volumes ITIL….

Copyright The Art of Service I Brisbane, Australia I Email: service@theartofservice.com Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 75 Overview of ITIL v3 ITIL v3 is an extension of ITIL v2 and will fully replace it following the completion of the withdrawal period on June 30, 2011. Most of the v2 activities remained untouched in v3, but some significant changes in terminology were introduced in order to facilitate the expansion. Published in May 2007, ITIL v3 comprises five volumes: • • • • • ITIL Service Strategy ITIL Service Design ITIL Service Transition ITIL Service Operation ITIL Continual Service Improvement ITIL Service Strategy As the center and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy volume provides guidance on clarification and prioritization of service provider investments in services.

More generally, Service Strategy focuses on helping IT organizations improve and develop over the long term.

List of covered processes: • • • Service Portfolio Management Demand Management IT Financial Management Copyright The Art of Service I Brisbane, Australia I Email: service@theartofservice.com Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 76 IT GovernancE ITIL Service Design The ITIL Service Design volume provides good practice guidance on the design of IT services, processes, and other aspects of the service management effort.

Within ITIL v2, design work for an IT service is aggregated into a single Service Design Package (SDP).

List of covered processes: • • • • • • • • • • Service Catalog Management Service Level Management Risk Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Compliance Management IT Architecture Management Supplier Management ITIL Service Transition Service transition relates to the delivery of services required by a business into live/operational use, and often encompasses the “project” side of IT rather than “BAU” (business as usual).

This area also covers topics such as managing changes to the “BAU” environment.

List of processes: • • • • • • Service Asset and Configuration Management Service Validation and Testing Evaluation Release Management Change Management Knowledge Management Copyright The Art of Service I Brisbane, Australia I Email: service@theartofservice.com Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 77 ITIL Service Operation Service operation is the part of the lifecycle where the services and value are actually directly delivered.

Also, the monitoring of problems and balance between service reliability and cost, etc.

Are considered.

List of processes: • • • • • Event Management Incident Management Problem Management Request Fulfillment Access Management ITIL Continual Service Improvement Continual Service Improvement (CSI) aims to align and realign IT Services to changing business needs by identifying and implementing improvements to the IT services that support the Business Processes.

The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, efficiency, and cost effectiveness of the IT processes through the whole lifecycle.

To manage improvement, CSI should clearly define what should be controlled and measured.

List of processes: • • • Service Level Management Service Measurement and Reporting Continual Service Improvement Criticisms ITIL has been criticized on several fronts, including: • • • The books are not affordable for non-commercial users.

Many ITIL advocates think ITIL is “a holistic, all-encompassing framework for IT governance“.

Implementation and credentialing require specific training. Copyright The Art of Service I Brisbane, Australia I Email: service@theartofservice.com Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 78 •

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ITIL and ITIL Service Design : Published in 07 ITIL v3 comprises five volumes ITIL….

ITIL - ITIL Service Design : Published in 07 ITIL v3 comprises five volumes ITIL….

ITIL and ITIL Service Design : Published in 07 ITIL v3 comprises five volumes ITIL….

ITIL - ITIL Service Design : Published in 07 ITIL v3 comprises five volumes ITIL….