Foundations of ITIL® V3 (eBook)

Foreword 6
Acknowledgements 7
Chapter 1 Introduction 12
1.1 Background 12
1.2 Why this book 13
1.3 Organizations 13
1.4 Differences with previous editions 15
1.5 Structure of the book 15
1.6 How to use this book 16
PART 1 THE ITIL SERVICE LIFECYCLE 18
Chapter 2 Introduction to the Service Lifecycle 20
2.1 Introduction to ITIL 20
2.2 IT governance 21
2.3 Organizational maturity 22
2.4 Benefi ts and risks of ITSM frameworks 24
2.5 Service Lifecycle: concept and overview 25
Chapter 3 Lifecycle Phase: Service Strategy 32
3.1 Introduction 32
3.2 Basic concepts 35
3.3 Processes and other activities 42
3.4 Organization 55
3.5 Methods, techniques and tools 62
3.6 Implementation 67
Chapter 4 Lifecycle Phase: Service Design 80
4.1 Introduction 80
4.2 Basic concepts 85
4.3 Processes and other activities 88
4.4 Organization 96
4.5 Methods, techniques and tools 98
4.6 Implementation 100
Chapter 5 Lifecycle Phase: Service Transition 104
5.1 Introduction 104
5.2 Basic concepts 106
5.3 Processes and other activities 107
5.4 Organization 111
5.5 Methods, technology and tools 116
5.6 Implementation 116
Chapter 6 Lifecycle Phase: Service Operation 120
6.1 Introduction 120
6.2 Basic concepts 121
6.3 Processes and other activities 124
6.4 Organization 132
6.5 Methods, techniques and tools 145
6.6 Implementation 146
Chapter 7 Lifecycle Phase: Continual Service Improvement 150
7.1 Introduction 150
7.2 Basic concepts 151
7.3 Processes and other activities 157
7.4 Organization 159
7.5 Methods, techniques and tools 163
7.6 Implementation 170
PART 2 FUNCTIONS AND PROCESSES 180
Chapter 8 Introduction to Functions and Processes 182
8.1 Introduction 182
8.2 Management of processes 183
8.3 Teams, roles and positions in ITSM 186
8.4 Tools used in ITSM 187
8.5 Communication in IT service organizations 187
8.6 Culture 188
8.7 Processes, projects, programs and portfolios 188
8.8 Functions and processes in the lifecycle phases 190
Chapter 9 Functions and Processes in Service Strategy 192
9.1 Financial Management 192
9.2 Service Portfolio Management (SPM) 198
9.3 Demand Management 201
Chapter 10 Functions and Processes in Service Design 204
10.1 Service Catalogue Management 204
10.2 Service Level Management 208
10.3 Capacity Management 212
10.4 Availability Management 218
10.5 IT Service Continuity Management 226
10.6 Information Security Management 231
10.7 Supplier Management 236
Chapter 11 Functions and Processes in Service Transition 240
11.1 Transition Planning and Support 240
11.2 Change Management 244
11.3 Service Asset and Confi guration Management 253
11.4 Release and Deployment Management 263
11.5 Service Validation and Testing 271
11.6 Evaluation 277
11.7 Knowledge Management 280
Chapter 12 Functions and Processes in Service Operation 284
12.1 Event Management 284
12.2 Incident Management 289
12.3 Request Fulfi lment 295
12.4 Problem Management 298
12.5 Access Management 305
12.6 Monitoring and Control 308
12.7 IT Operations 313
12.8 Service Desk 315
Chapter 13 Functions and Processes in Continual Service Improvement 320
13.1 CSI Improvement Process 320
13.2 Service Reporting 330
References 334
Glossary 336
Index 370