Summary of the ITIL Service Lifecycle

 Introduction to the ITIL Assistance Lifecycle Dissertation

The Official Introduction to the ITIL Service Lifecycle

Birmingham: TSO

Released by TSO (The Stationery Office) and available from: Online www.tsoshop.co.uk Mail, Phone, Fax & E-mail TSO PO Box 29, Norwich NR3 1GN Telephone orders/General enquiries: 0870 600 5522 Fax orders: 0870 600 5533 E-mail: customer. [email protected] co. uk Textphone: 0870 240 3701 TSO Shops 16 Arthur Street, Belfast BT1 4GD 028 9023 8451 Send 028 9023 5401 71 Lothian Highway, Edinburgh EH3 9AZ 0870 606 5566 Fax 0870 606 5588 [email protected] and also other Accredited Agents

Published with the permission in the Office of Government Commerce on behalf of the Control mechanism of Her Majesty's Stationary Office. В© Crown Copyright 2007 This really is a Overhead copyright value added product, recycle of which needs a Click-Use Licence for value added material granted by OPSI. Applications to reuse, duplicate or publish material with this publication should be emailed to OPSI, Information Plan Team, St Clements Home, 2-16 Colegate, Norwich, NR3 1BQ, Tel No (01603) 621000 Fax No (01603) 723000, Email-based: [email protected] times. gsi. gov. uk, or perhaps complete the application form on the OPSI website http://www.opsi.gov.uk/click-use/value-added-licence-information/index.htm OPSI, in consultation with Office of presidency Commerce (OGC), may then prepare a Value Added License based on regular terms tailored to your particular requirements including payment terms The OGC company logo В® is known as a Registered Operate Mark with the Office of Government Commerce in britain ITILВ® is a Registered Control Mark of the Office of Government Commerce in the uk and other countries The beat logo в„ў is a Control Mark with the Office of Government Commerce Initially published 3 years ago ISBN 9780113310616 Printed in great britain for The Stationery Office N5635491 c60 08/07

3

Contents

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

18

20

4

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

23

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

2

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

9

10 11 doze 12 doze 13

4

5

| 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

several

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...


Related

Ethical Problems in Business and Accounting Essay

Ethical Issues running a business and Accounting Barbi Hammond October 23, 2010 Moral Issues in operation and Accounting The business and accounting sides are full of…...

International Business Case Palliser Furniture Limited. Essay

Palliser Furniture Limited. Concern Identification: This world can be facing strong influence of globalization in each and every part of our lives. It can be expressed through: free…...

A Comparison of Attitude, Individuality, and Understanding Predictors of Service-Oriented Essay

A Comparison of Attitude, Personality, and Knowledge Predictors of Service-Oriented Organizational Nationality Behaviors Journal of Used Psychology Puncture A. Bettencourt, Kevin G. Gwinner, Matt L. Meuter The research…...

Benefits of Lowering Prison Overcrowding Essay

Abstract This kind of paper is going to discuss the advantages of why reducing the overcrowding of prisons with help the inmates, staff, as well as the citizens…...

Marketing Equipment Essay

Reliance new Company summary: Reliance Fresh is the comfort store file format which varieties part of the price tag business of Reliance Industrial sectors of India which is…...

Abraham Lincoln subsequently and Captivity Essay

Abraham Lincoln and Slavery What did Abraham Lincoln do and think regarding slavery during the Municipal War? In Abraham's 1st Inaugural Address he states " I actually…...

Genterology Essay

Many people have different views on aging, but many people respond with " Ageing is what you choose of it. "  There can be an increasing number…...

Uk Economic System Essay

Britian's Economic System plus the Impact of Policies with an Organisation The uk operates a diversified economic system that is among the largest in the world. The British economic system exhibits…...

marketing blend Essay

Week 8: Vitally explore the paradoxes, contradictions and complexities of the term " sustainable consumption” -May 2010 Gross annual exam twenty percent of the planet's people are…...

13 Reasons Why - Issue Essay

The cassette is nearly 30 years older and continues to be replaced by simply iPods and CDs. Yet , in 13 Reasons Why, 17-year-old Hannah Baker uses cassette…...