IT Service Management—A Year of Change: Social Media, the Economy, Managing Cloud Computing and Virtualization, and Making the Complex Accessible.

How to Develop, Implement and Enforce ITIL v3 Best Practices

Many organizations and individuals who had previously struggled with their adoption of the ITIL framework will continue to find challenges in ‘implementing’ ITIL® as part of their approach for governance of IT Service Management practices. In light of this, the primary goal of this book is to provide the support materials needed to enable the understanding and application of the ITIL® framework in a wide-range of contexts.

The “How to Develop, Implement and Enforce ITIL V3’s best practices” book is authored and published by The Art of Service. You can get this time saving guide only and exclusively from The Art of Service.

This comprehensive book is designed as an easy reference that will walk you through the 5 Lifecycle critical steps you need to take to create a successful portfolio of IT Services. In addition you will learn how to manage and refine your service portfolio as your company’s business evolves.

The one overriding benefit that the “How to Develop, Implement and Enforce ITIL V3’s best practices” book brings you is speed: save time, don’t reinvent the wheel, have instant access to the PDF and reap the benefits.

Measurable returns by using the book can be found in time savings, cost savings and increased revenues for your ITIL and It Service Management initiatives.

And personally, in your day-to-day role you will benefit from top notch ITIL best practices experience, right at your fingertips.

Testimonial

5.0 out of 5 stars
“Great way to start with ITIL and foresee an Enterprise deployment. It’s a good book with a very clear explanation of the ITIL v3 framework and the best part of it is that it gives a roadmap to implement and enforce the framework.” Lino Aguirre

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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

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