The ITIL Process Manual (eBook)

Colophon 5
Foreword 6
Acknowledgements 8
Introduction 16
1. Overview of ITIL v3, 2011 edition 22
1.1. Brief history of ITIL 23
1.2. Structure of ITIL 24
1.3. Core components of IT Service Management 41
2. Steps towards implementing an ITIL-based IT Service Management program 44
2.1. Know the model 45
2.2. Appreciate the value 45
2.3. Obtain commitment 45
2.4. Establish a service-based organization 46
2.5. Select the program’s scope 47
2.6. Assess the organization 47
2.7. Create your ITIL-based IT Service Management program 47
2.8. Implement the program 48
2.9. Support program use 48
2.10. The ongoing care and maintenance of your program: Plan-Do-Check-Act 50
2.11. Some practical tips 51
2.12. Implementation checklist 53
3. Business Relationship Management 56
3.1. Business Relationship Management activities 57
3.2. Process inputs and outputs 60
3.3. Processes related to Business Relationship Management 62
3.4. Tools and techniques 63
3.5. Key Performance Indicators 64
3.6. Critical Success Factors 65
3.7. Business Relationship Management roles 67
3.8. Benefits of effective Business Relationship Management 69
3.9. Implementation challenges and considerations 70
3.10. Typical assets and artifacts of a Business Relationship Management program 72
4. Service Level Management 74
4.1. Service Level Management work products 75
4.2. Service Level Management activities 77
4.3. Process inputs and outputs 83
4.4. Processes related to Service Level Management 85
4.5. Tools and techniques 86
4.6. Critical Success Factors 87
4.7. Key Performance Indicators 89
4.8. Service Level Management roles 90
4.9. Benefits of effective Service Level Management 92
4.10. Implementation challenges and considerations 94
4.11. Typical assets and artifacts of a Service Level Management program 96
5. Capacity Management 100
5.1. Process activities for Capacity Management 102
5.2. Process inputs and outputs 107
5.3. Processes related to Capacity Management 109
5.4. Tools and techniques 111
5.5. Key Performance Indicators 112
5.6. Critical Success Factors 113
5.7. Capacity Management roles 115
5.8. Benefits of effective Capacity Management 117
5.9. Implementation challenges and considerations 119
5.10. Typical assets and artifacts of a Capacity Management program 121
6. Availability Management 124
6.1. Availability Management activities 126
6.2. Process inputs and outputs 131
6.3. Processes related to Availability Management 133
6.4. Tools and techniques 135
6.5. Key Performance Indicators 136
6.6. Critical Success Factors 138
6.7. Availability Management roles 139
6.8. Benefits of effective Availability Management 142
6.9. Implementation challenges and considerations 144
6.10. Typical assets and artifacts of an Availability Management program 146
7. IT Service Continuity Management 150
7.1. IT Service Continuity Management activities 152
7.2. Process inputs and outputs 156
7.3. Processes related to IT Service Continuity Management 158
7.4. Tools and techniques 160
7.5. Key Performance Indicators 161
7.6. Critical Success Factors 163
7.7. IT Service Continuity Management roles 164
7.8. Benefits of effective IT Service Continuity Management 167
7.9. Implementation challenges and considerations 168
7.10. Typical assets and artifacts of an IT Service Continuity Management program 170
8. Information Security Management 174
8.1. Information Security Management activities 176
8.2. Process inputs and outputs 181
8.3. Processes related to Information Security Management 183
8.4. Tools and techniques 185
8.5. Key Performance Indicators 186
8.6. Critical Success Factors 188
8.7. Information Security Management roles 190
8.8. Benefits of effective Information Security Management 192
8.9. Implementation challenges and considerations 194
8.10. Typical assets and artifacts of an Information Security Management program 196
9. Change Management 200
9.1. Change Management activities 202
9.2. Process inputs and outputs 211
9.3. Processes related to Change Management 212
9.4. Tools and techniques 215
9.5. Critical Success Factors 216
9.6. Key Performance Indicators 217
9.7. Change Management roles 218
9.8. Benefits of effective Change Management 221
9.9. Implementation challenges and considerations 223
9.10. Typical assets and artifacts of a Change Management program 225
10. Service Asset and Configuration Management 228
10.1. Configuration Management activities 229
10.2. Process inputs and outputs 234
10.3. Processes related to Configuration Management 236
10.4. Tools and techniques 237
10.5. Key Performance Indicators 238
10.6. Critical Success Factors 240
10.7. Configuration Management roles 241
10.8. Benefits of effective Configuration Management 244
10.9. Implementation challenges and considerations 246
10.10. Typical assets and artifacts for a Configuration Management program 248
11. Release and Deployment Management 252
11.1. Release and Deployment Management activities 253
11.2. Process inputs and outputs 259
11.3. Processes related to Release and Deployment Management 261
11.4. Tools and techniques 262
11.5. Key Performance Indicators 263
11.6. Critical Success Factors 265
11.7. Release and Deployment Management roles 266
11.8. Benefits of effective Release and Deployment Management 269
11.9. Implementation challenges and considerations 270
11.10. Typical assets and artifacts of a Release and Deployment Management program 272
12. Incident Management 276
12.1. Incident Management activities 278
12.2. Process inputs and outputs 283
12.3. Processes related to Incident Management 284
12.4. Tools and techniques 287
12.5. Key Performance Indicators 288
12.6. Critical Success Factors 290
12.7. Incident Management roles 292
12.8. Benefits of effective Incident Management 295
12.9. Implementation challenges and considerations 296
12.10. Typical assets and artifacts of an Incident Management program 299
13. Problem Management 302
13.1. Problem Management activities 303
13.2. Process inputs and outputs 307
13.3. Processes related to Problem Management 309
13.4. Tools and techniques 311
13.5. Key Performance Indicators 312
13.6. Critical Success Factors 315
13.7. Problem Management roles 316
13.8. Benefits of effective Problem Management 318
13.9. Implementation challenges and considerations 319
13.10. Typical assets and artifacts of a Problem Management program 322
14. Service Desk 326
14.1. Service Desk responsibilities 327
14.2. Processes related to Service Desk 330
14.3. Tools and techniques 332
14.4. Key Performance Indicators 333
14.5. Critical Success Factors 334
14.6. Service Desk roles 336
14.7. Benefits of a well-executed Service Desk function 339
14.8. Implementation challenges and considerations 340
14.9. Typical assets and artifacts of a Service Desk function 342
15. Service Management and Service Improvement 346
15.1. Service Improvement activities 347
15.2. Process inputs and outputs 350
15.3. Processes related to Service Improvement 352
15.4. Tools and techniques 353
15.5. Key Performance Indicators 354
15.6. Critical Success Factors 355
15.7. Service Improvement roles 356
15.8. Benefits of effective Service Improvement 358
15.9. Implementation challenges and considerations 360
15.10. Typical assets and artifacts of a Service Improvement program 361
16. Implementing a basic Process Quality Assurance function 364
16.1. Objectivity and independence 364
16.2. PQA activities 365
16.3. The value of PQA 368
16.4. Summary: ensuring success 368