ITIL® 2011 Edition – A Pocket Guide (eBook)

Foreword 6
Acknowledgements 8
1 Introduction 14
1.1 What is ITIL? 14
1.2 Why is ITIL successful? 15
1.3 ITIL exams 15
1.4 Structure of this pocket guide 17
1.5 How to use this pocket guide 17
2 Introduction to the service lifecycle 18
2.1 Definition of service management 18
2.2 Internal and external customers 19
2.3 Internal and external services 19
2.4 Overview of the service lifecycle 19
2.5 Functions and processes 21
2.6 Organizational structure 22
2.7 ITIL lifecycle clustering 25
2.8 The process model and the characteristics of processes 28
2.9 Key concepts 29
3 Lifecycle stage: service strategy 40
3.1 Introduction 40
3.2 Basic concepts 40
3.3 Processes and other activities 42
3.4 Strategy management for IT services 43
3.5 Service portfolio management 44
3.6 Financial management for IT services 48
3.7 Demand management 57
3.8 Business relationship management 60
3.9 Governance 62
3.10 Organization 63
3.11 Methods, techniques and tools 64
3.12 Implementation and operation 65
4 Lifecycle stage: service design 70
4.1 Introduction 70
4.2 Basic concepts 70
4.3 Processes and other activities 73
4.4 Design coordination 75
4.5 Service catalogue management 77
4.6 Service level management 79
4.7 Availability management 83
4.8 Capacity management 87
4.9 IT service continuity management 89
4.10 Information security management 92
4.11 Supplier management 95
4.12 Service design technology-related activities 99
4.13 Organization 103
4.14 Methods, techniques and tools 103
4.15 Implementation and operation 103
5 Lifecycle stage: service transition 106
5.1 Introduction 106
5.2 Basic concepts 106
5.3 Processes and other activities 107
5.4 Transition planning and support 109
5.5 Change management 111
5.6 Service asset and configuration management 115
5.7 Release and deployment management 119
5.8 Service validation and testing 122
5.9 Change evaluation 125
5.10 Knowledge management 127
5.11 Organization 129
5.12 Methods, techniques and tools 130
5.13 Implementation and operation 131
6 Lifecycle stage: service operation 134
6.1 Introduction 134
6.2 Basic concepts 134
6.3 Processes and other activities 136
6.4 Event management 137
6.5 Incident management 141
6.6 Request fulfillment 144
6.7 Problem management 148
6.8 Access management 152
6.9 Common service operation activities 155
6.10 Organization 162
6.11 Methods, techniques and tools 167
6.12 Implementation and operation 168
7 Lifecycle stage: continual service improvement 170
7.1 Introduction 170
7.2 Basic concepts 170
7.3 Processes and other activities 174
7.4 Seven-step improvement process 175
7.5 Organization 179
7.6 Methods, techniques and tools 180
7.7 Implementation and operation 183
Acronyms 186
References 190