IT Service Management Based on ITIL® 2011 Edition (eBook)

Colophon 5
Foreword 6
1 Introduction 12
1.1 BACKGROUND 12
1.2 WHY THIS BOOK 14
1.3 ORGANIZATIONS INVOLVED IN ITIL 15
1.4 DIFFERENCES FROM PREVIOUS EDITIONS 17
1.5 STRUCTURE OF THIS BOOK 17
1.6 HOW TO USE THIS BOOK 18
PART 1 THE ITIL SERVICE LIFECYCLE 20
2 Introduction to Service Management and the Service Lifecycle 22
2.1 BASIC CONCEPTS 22
2.2 FUNCTIONS AND PROCESSES 26
2.3 GOVERNANCE AND MANAGEMENT SYSTEMS 33
2.4 ORGANIZATIONAL MATURITY 36
2.5 BENEFITS AND RISKS OF ITSM FRAMEWORKS 37
2.6 THE SERVICE LIFECYCLE 38
3 Functions 42
3.1 IT OPERATIONS MANAGEMENT 42
3.2 SERVICE DESK 45
3.3 TECHNICAL MANAGEMENT 51
3.4 APPLICATION MANAGEMENT 55
PART 2 PROCESSES IN THE LIFECYCLE PHASES 60
4 Service Strategy Phase 62
4.1 INTRODUCTION TO SERVICE STRATEGY 62
4.2 STRATEGY MANAGEMENT FOR IT SERVICES 63
4.3 SERVICE PORTFOLIO MANAGEMENT 73
4.4 FINANCIAL MANAGEMENT FOR IT SERVICES 83
4.5 DEMAND MANAGEMENT 91
4.6 BUSINESS RELATIONSHIP MANAGEMENT 97
5 Service Design Phase 106
5.1 INTRODUCTION TO SERVICE DESIGN 106
5.2 DESIGN ASPECTS 110
5.3 DESIGN ACTIVITIES 114
5.4 BASIC CONCEPTS OF SERVICE DESIGN 119
5.5 DESIGN COORDINATION 123
5.6 SERVICE CATALOGUE MANAGEMENT 129
5.7 SERVICE LEVEL MANAGEMENT 133
5.8 CAPACITY MANAGEMENT 139
5.9 AVAILABILITY MANAGEMENT 146
5.10 IT SERVICE CONTINUITY MANAGEMENT 155
5.11 INFORMATION SECURITY MANAGEMENT 161
5.12 SUPPLIER MANAGEMENT 168
5.13 ORGANIZATION 173
5.14 METHODS, TECHNIQUES AND TOOLS 174
5.15 IMPLEMENTATION CONSIDERATIONS 177
6 Service Transition Phase 180
6.1 INTRODUCTION TO SERVICE TRANSITION 180
6.2 BASIC CONCEPTS 183
6.3 TRANSITION PLANNING & SUPPORT
6.4 CHANGE MANAGEMENT 188
6.5 SERVICE ASSET & CONFIGURATION MANAGEMENT (SACM)
6.6 RELEASE & DEPLOYMENT MANAGEMENT
6.7 SERVICE VALIDATION & TESTING
6.8 CHANGE EVALUATION 227
6.9 KNOWLEDGE MANAGEMENT 230
6.10 ORGANIZATION 235
6.11 METHODS, TECHNOLOGY AND TOOLS 240
6.12 IMPLEMENTATION 240
7 Service Operation Phase 242
7.1 INTRODUCTION TO SERVICE OPERATION 242
7.2 MONITORING AND CONTROL 243
7.3 EVENT MANAGEMENT 248
7.4 INCIDENT MANAGEMENT 255
7.5 REQUEST FULFILMENT 262
7.6 PROBLEM MANAGEMENT 266
7.7 ACCESS MANAGEMENT 274
7.8 IMPLEMENTATION 279
7.9 SERVICE OPERATION ORGANIZATION 283
8 Continual Service Improvement Phase 288
8.1 INTRODUCTION TO CONTINUAL SERVICE IMPROVEMENT 288
8.2 BASIC CONCEPTS 290
8.3 CSI ACTIVITIES 295
8.4 CSI 7-STEP IMPROVEMENT PROCESS 298
8.5 ORGANIZATION 312
8.6 METHODS, TECHNIQUES AND TOOLS 316
8.7 IMPLEMENTATION 322
Annex A REFERENCES 332
Annex B Differences between ITIL V3 and ITIL 2011 Edition 334
B.1 ITIL SERVICE STRATEGY UPDATES 334
B.2 ITIL SERVICE DESIGN UPDATES 335
B.3 ITIL SERVICE TRANSITION UPDATE 336
B.4 ITIL SERVICE OPERATION UPDATES 337
B.5 ITIL CONTINUAL SERVICE IMPROVEMENT UPDATE 338
Index 342