Summary of the ITIL Service Lifecycle

 Introduction to the ITIL Assistance Lifecycle Dissertation

The Official Introduction to the ITIL Service Lifecycle

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List of figures List of tables OGC's foreword Primary Architect's foreword Preface 1 Introduction 1 . 1 1 . 2 1 ) 3 1 ) 4 1 . 5 1 . 6 A historical point of view of IT service management and ITIL ITIL today The ITIL worth proposition The ITIL services management techniques What is a service? Navigating the ITIL Service Management Lifecycle

vi viii ix three or more x xi 1

a few 3 four 4 five 5

2 . 7 installment payments on your 8

ITIL conformance or compliance – practice variation 13 Starting out – Services Lifecycle principles 14

The ITIL Service Management Lifecycle – core of practice

3. 1 Functions and Processes throughout the lifecycle




Service Strategy – governance and decision-making

4. one particular 4. a couple of 4. several 4. 4 4. your five 4. six 4. several 4. eight 4. being unfaithful 4. 10 4. 11 Strategic evaluation Developing ideal capabilities Provider types – matching ought to capability Providers as resources – value creation Determining the market space Service Portfolios Service outsourcing techniques – useful decision-making Revenue (ROI) Financial Management Increasing service potential Organizational advancement


twenty-five 27 twenty seven 28 30 30 thirty-three 35 thirty-six 38 39


Main guidance subject areas

2 . 1 2 . 2 2 . several 2 . some 2 . your five 2 . 6 Service Strategy Service Style Service Transition Service Operation Continual Support Improvement Lifecycle quality control


10 11 doze 12 doze 13



| Contents

Assistance Design – building structural service honesty 43

a few. 1 five. 2 your five. 3 a few. 4 a few. 5 5. 6 a few. 7 5. 8 a few. 9 your five. 10 five. 11 five. 12 Business value Five aspects of Assistance Design Figuring out service requirements Service Style models Delivery model alternatives Service Catalog Management Service Level Administration Capacity Management Availability Managing IT Service Continuity Administration Information Secureness Management Supplier Management 46 46 47 48 49 50 52 55 62 64 66 70


Service Operation

7. 1 7. a couple of 7. several 7. some 7. your five 7. 6 7. 7 7. almost eight 7. 9 7. twelve 7. eleven 7. doze Business value Event Supervision Incident Managing Request Fulfilment Problem Management Access Management Service Operation functions THAT Operations Supervision Application Managing Service Procedure and project management Determining and controlling risk operating Operation Functional staff in Service...


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