ITIL For Dummies (eBook)

Peter Farenden is an IT service management consultant trainer and an ITIL examiner, with over 30 years of experience spanning IT management, business analysis and project management. Peter has been specialising in service management training and consultancy for the last 10 years.

Introduction 1

Part I: How ITIL Can Help You 7

Chapter 1: Managing IT Services: Welcome to the World of ITIL9

Chapter 2: Using the Building Blocks of ITIL 19

Chapter 3: Outlining the Structure of ITIL 37

Part II: Getting to Grips with the Service Lifecycle and theProcesses 61

Chapter 4: Thinking It Through: Service Strategy 63

Chapter 5: Are We All Agreed? Service Design Part 1: TheRelationship Management Processes 95

Chapter 6: Designing Services to Be Fit for Use: Service DesignPart 2: The Warranty Processes 117

Chapter 7: Getting Physical: Service Transition 139

Chapter 8: Making Services Work Every Day: Service Operation167

Chapter 9: Striving to Do Better: Continual Service Improvement195

Part III: Getting Practical 215

Chapter 10: Implementing ITIL 217

Chapter 11: Getting Carried Away: Using Service Management as aStrategic Asset 245

Chapter 12: Going Back to the Drawing Board: Design Projects265

Chapter 13: Organising the Troops: Transition Projects 281

Part IV: The Part of Tens 301

Chapter 14: Ten Ways to Help ITIL Work for You 303

Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins309

Chapter 16: Ten Places to Go for Help 317

Part V: Appendixes 323

Appendix A: Getting Qualified in ITIL 325

Appendix B: Glossary 333

Appendix C: Cross Referencing Processes 349

Index 355