How to Develop, Implement and Enforce ITIL V3’s best practices

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Contents

FOREWORD____________________________    1
1    INTRODUCTION_______________________    6
1.1    THE FOUR PERSPECTIVES (ATTRIBUTES) OF ITSM    6
1.2    BENEFITS OF ITSM    7
1.3    BUSINESS AND IT ALIGNMENT    7
1.4    WHAT IS ITIL®?    9
2    COMMON TERMINOLOGY_______________    10
3    THE SERVICE LIFECYCLE________________    14
3.1    MAPPING THE CONCEPTS OF ITIL® TO THE SERVICE LIFECYCLE    15
3.2    HOW DOES THE SERVICE LIFECYCLE WORK?    17
4    SERVICE STRATEGY____________________    18
4.1    OBJECTIVES    18
4.2    MAJOR CONCEPTS    19
4.2.1    CREATING SERVICE VALUE    19
4.2.2    SERVICE PACKAGES AND SERVICE LEVEL PACKAGES    20
4.3    SERVICE STRATEGY PROCESSES    22
4.3.1    FINANCIAL MANAGEMENT FOR IT SERVICES    22
4.3.2    SERVICE PORTFOLIO MANAGEMENT    25
4.3.3    DEMAND MANAGEMENT    29
4.3.4    IMPLEMENTATION    33
4.4    SERVICE STRATEGY SUMMARY    37
4.5    SERVICE STRATEGY SERVICE SCENARIO    38
5    SERVICE DESIGN_____________________    40
5.1    OBJECTIVES    40
5.2    MAJOR CONCEPTS    41
5.3    SERVICE DESIGN PROCESSES    42
5.3.1    SERVICE LEVEL MANAGEMENT    43
5.3.2    CAPACITY MANAGEMENT    48
5.3.3    AVAILABILITY MANAGEMENT    52
5.3.4    IT SERVICE CONTINUITY MANAGEMENT    57
5.3.5    INFORMATION SECURITY MANAGEMENT    61
5.3.6    SUPPLIER MANAGEMENT    65
5.3.7    SERVICE CATALOGUE MANAGEMENT    68
5.3.8    IMPLEMENTATION    69
5.4    SERVICE DESIGN SUMMARY    74
5.5    SERVICE DESIGN SCENARIO    75
6    SERVICE TRANSITION__________________    77
6.1    OBJECTIVES    77
6.2    MAJOR CONCEPTS    78
6.3    SERVICE TRANSITION PROCESSES    80
6.3.1    KNOWLEDGE MANAGEMENT    80
6.3.2    SERVICE ASSET AND CONFIGURATION MANAGEMENT    82
6.3.3    CHANGE MANAGEMENT    87
6.3.4    RELEASE AND DEPLOYMENT MANAGEMENT    94
6.3.5    SERVICE VALIDATION AND TESTING    99
6.3.6    IMPLEMENTATION    101
6.4    SERVICE TRANSITION SUMMARY    105
6.5    SERVICE TRANSITION SCENARIO    106
7    SERVICE OPERATION_______________    107
7.1    OBJECTIVES    107
7.2    MAJOR CONCEPTS    108
7.3    SERVICE OPERATION FUNCTIONS    110
7.3.1    THE SERVICE DESK    111
7.3.2    TECHNICAL MANAGEMENT    114
7.3.3    IT OPERATIONS MANAGEMENT    116
7.3.4    APPLICATION MANAGEMENT    118
7.4    SERVICE OPERATION PROCESSES    119
7.4.1    EVENT MANAGEMENT    120
7.4.2    INCIDENT MANAGEMENT    122
7.4.3    PROBLEM MANAGEMENT    127
7.4.4    REQUEST FULFILLMENT    131
7.4.5    ACCESS MANAGEMENT    132
7.4.6    IMPLEMENTATION    133
MANAGING CHANGE IN SERVICE OPERATION    133
CHANGE TRIGGERS    133
CHANGE ASSESSMENT    133
SERVICE OPERATION AND PROJECT MANAGEMENT    134
ASSESSING AND MANAGING RISK IN SERVICE OPERATION    134
OPERATIONAL STAFF IN SERVICE DESIGN AND TRANSITION    135
PLANNING AND IMPLEMENTING SERVICE MANAGEMENT TECHNOLOGIES    135
LICENCES    136
SHARED LICENCES    136
WEB LICENCES    136
SERVICE ON DEMAND    137
DEPLOYMENT    137
CAPACITY CHECKS    138
TIMING OF TECHNOLOGY DEPARTMENT    138
TYPE OF INTRODUCTION    138
7.5    SERVICE OPERATION SUMMARY    140
7.6    SERVICE OPERATION SCENARIO    141
8    CONTINUAL SERVICE IMPROVEMENT_______    142
8.1    OBJECTIVES    142
8.2    MAJOR CONCEPTS    143
8.3    CONTINUAL SERVICE IMPROVEMENT PROCESSES    144
8.3.1    SERVICE LEVEL MANAGEMENT    144
8.3.2    SERVICE MEASUREMENT AND REPORTING    147
8.3.3    CSI (7 STEP) IMPROVEMENT PROCESS    149
8.3.4    METHODS & TECHNIQUES    151
8.3.5    IMPLEMENTATION    158
8.4    CONTINUAL SERVICE IMPROVEMENT SUMMARY    162
8.5    CONTINUAL SERVICE IMPROVEMENT SCENARIO    163
9    GLOSSARY_________________________    164
10    CERTIFICATION______________________    167
10.1    ITIL® CERTIFICATION PATHWAYS    167
10.2    ISO/IEC 20000 PATHWAYS    168