The ITIL V3 Service Management Awareness Pocket Guide - The ITIL V3 Pocket Toolbook: A Quick Reference Guide to all the processes and activities for Improving Quality and Speed

77 Pages·2008·1.24 MB·English

by  Michael Wedemeyer

The ITIL® V3 Service Management
Awareness Pocket Guide:
The ITIL V3 Pocket Toolbook – A Quick Reference Guide to all
the Processes and Activities for Improving Quality and Speed
Michael Wedemeyer and Ivanka Menken
The ITIL® V3 Awareness Pocket Guide | 2
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TABLE OF CONTENTS
Quick Overview........................................................................................................ 6
What Exactly is ITIL? ................................................................................................. 7
ITIL Version 3 ............................................................................................................. 7
ITIL & Best Practices .................................................................................................. 8
Parties Involved ......................................................................................................... 8
ITIL Popularity ........................................................................................................... 9
Training & Certification .......................................................................................... 10
ITIL Essentials / Foundation Program ..................................................................... 11
ITIL Intermediate Programs .................................................................................... 11
Lifecycle Programs .............................................................................................. 11
Capability Programs ............................................................................................ 12
Managing Across the Lifecycle Programs ........................................................... 12
Advanced Programs ............................................................................................ 13
What is ITSM? ........................................................................................................ 14
Extra Definitions for Adopting a Common Language .............................................. 14
Objective Tree: Illustrating Business and IT Alignment ........................................... 16
Process .................................................................................................................... 17
ITIL V3 Service Lifecycle ......................................................................................... 20
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Service Strategy ..................................................................................................... 22
Goals ....................................................................................................................... 22
Objectives ................................................................................................................ 22
Processes ................................................................................................................. 23
Financial Management for IT Services ................................................................ 23
Service Portfolio Management ........................................................................... 24
Demand Management ........................................................................................ 26
Service Design Phase.............................................................................................. 28
Goals ....................................................................................................................... 28
Processes ................................................................................................................. 28
5 Major Aspects of Service Design...................................................................... 29
Service Design Package ....................................................................................... 30
Service Level Management ................................................................................. 32
Capacity Management ........................................................................................ 35
Availability Management .................................................................................... 38
IT Service Continuity Management .................................................................... 39
Information Security Management .................................................................... 42
Supplier Management ........................................................................................ 44
Service Catalogue Management ......................................................................... 47
Service Transition Phase ........................................................................................ 48
Goals ....................................................................................................................... 48
Processes ................................................................................................................. 48
Knowledge Management ................................................................................... 49
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Service Asset & Configuration Mgt ..................................................................... 52
Change Management ......................................................................................... 54
Release & Deployment Management................................................................. 56
Service Operation Phase ........................................................................................ 58
Goals ....................................................................................................................... 58
Functions & Processes ............................................................................................. 58
Service Desk Function ......................................................................................... 60
Technical Management Function ....................................................................... 63
IT Operations Management Function................................................................. 65
Applications Management Function .................................................................. 66
Incident Management Process ........................................................................... 67
Request Fulfilment Process ................................................................................ 68
Problem Management Process .......................................................................... 69
Event Management Process ............................................................................... 70
Access Management Process ............................................................................. 71
Continual Service Improvement Phase .................................................................. 72
Goals ....................................................................................................................... 72
Processes ................................................................................................................. 72
Service Measurement & Reporting .................................................................... 73
7 Steps to Continual Service Improvement ........................................................ 75
CSI & the Service Lifecycle in Action ................................................................... 76
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QUICK OVERVIEW
The ITIL Service Management Awareness Pocket Guide is for
those people who wish to gain a concise, fundamental understanding
of the IT Infrastructure Library (ITIL). ITIL is globally recognized as the
de-facto world’s best practice in IT Service Management. This program
is available online, so you can take this course anywhere in the world,
in your own time. Or you can be led by our certified professionals with
real-world IT management experience on your premises, or at ours.
This pocket guide will provide you with:
• Insight into the best practices for IT Service Management
(ITSM);
• Highlight the ITIL v3 framework, the theory and the concepts;
• Brief overview of each process and function; and
• Highlight the importance of ITIL in IT Organizations to support
business processes.
V3 ITIL has undergone some intensive changes. Notably, the
title of the framework itself has been changed. Once called the IT
Infrastructure Library, ITIL is now known as ITIL Service Management
Practices. So, what’s in a name?
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The name change is a reflection of ITIL’s evolution, from an
operationally focused set of processes to a mature service
management set of practice guidance. Just the new name itself implies
a broader scope for ITIL and this is definitely the case for Version 3.
What Exactly is ITIL?
The IT Infrastructure Library® (ITIL) is the most widely
accepted approach to IT service management in the world. ITIL is a
cohesive best practice framework, drawn from the public and private
sectors internationally.
ITIL is supported by a comprehensive qualifications scheme,
accredited training organizations, and implementation and assessment
tools.
ITIL Version 3
ITIL Version 3 was released on the 30th of June 2007, replacing
Version 2 which had been in operation since 2000. In order to continue
to reflect current “best practices” a refresh was needed to respond to
the evolution and continued maturity of the IT industry.
ITIL Version 3 continues to provide a wealth of knowledge
describing internationally recognized best practices for IT Service
Management.
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ITIL & Best Practices
Generally, best practices are those formalized as a result of
being successful in wide-industry use. There are several sources for
best practices including:
• Public frameworks;
• Standards; and
• The proprietary knowledge of organizations and individuals.
Parties Involved
• OGC: Office of Government Commerce (the trademark owners
of ITIL);
• APMG: In 2006 APMG won the tender to own the rights for
accreditation and certification of the ITIL courses. EXIN and
ISEB used to be independent bodies, but now sublicense
through APMG;
• EXIN: Stichting EXameninstituut voor INformatica – translates
as ‘Foundation for EXamination INformation Systems’;
• ISEB: Information Systems Examination Board – this
certification is recognized worldwide;
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• TSO: The Stationery Office;
• Tool Vendors: (HP, Infra, Remedy, HEAT, etc.) Provide
technical solutions for customers trying to implement ITIL/IT
service management;
• ITSMF: (IT Service Management Forum) The only
internationally recognized and independent organization
dedicated to ITSM; and
• Accredited Vendors (e.g. The Art of Service): Only accredited
vendors can provide ITIL training.
ITIL Popularity
ITIL is very popular around the world.

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