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1 Introduction 11.1 A historical perspective of IT servicemanagement and ITIL 31.2 ITIL today 31.3 The ITIL value proposition 41.4 The ITIL service managementpractices 41.5 What is a service? 51.6 Navigating the ITIL ServiceManagement Lifecycle 52 Core guidance topics 92.1 Service Strategy 112.2 Service Design 112.3 Service Transition 122.4 Service Operation 122.5 Continual Service Improvement 122.6 Lifecycle quality control 132.7 ITIL conformance or compliance – practiceadaptation 132.8 Getting started – Service Lifecycleprinciples 143 The ITIL Service ManagementLifecycle – core of practice 173.1 Functions and Processes acrossthe lifecycle 204 Service Strategy – governance anddecision-making 234.1 Strategic assessment 254.2 Developing strategic capabilities 274.3 Service Provider types – matchingneed to capability 274.4 Services as assets – value creation 284.5 Defining the market space 294.6 Service Portfolios 304.7 Service outsourcing – practicaldecision-making 334.8 Return on investment (ROI) 354.9 Financial Management 364.10 Increasing service potential 384.11 Organizational development 39| iiiContents5 Service Design – building structuralservice integrity 435.1 Business value 465.2 Five aspects of Service Design 465.3 Identifying service requirements 475.4 Service Design models 485.5 Delivery model options 495.6 Service Catalogue Management 505.7 Service Level Management 525.8 Capacity Management 555.9 Availability Management 605.10 IT Service Continuity Management 645.11 Information Security Management 665.12 Supplier Management 706 Service Transition – preparing forchange 736.1 Transition Planning and Support 766.2 Change Management 806.3 Asset and ConfigurationManagement 836.4 Release and DeploymentManagement 866.5 Service Validation and TestingReleases 887 Service Operation 917.1 Business value 947.2 Event Management 947.3 Incident Management 967.4 Request Fulfilment 997.5 Problem Management 1017.6 Access Management 1057.7 Service Operation functions 1067.8 IT Operations Management 1167.9 Application Management 1177.10 Service Operation and projectmanagement 1217.11 Assessing and managing risk inService Operation 1227.12 Operational staff in Service Designand Transition 1228 Continual Service Improvement 1258.1 Purpose of CSI 1258.2 CSI objectives 1268.3 Business drivers 1288.4 Technology drivers 1288.5 Service measurement 1298.6 Continual Service Improvementprocesses 1298.7 Service reporting 140iv | Contents9 Complementary guidance 1459.1 ITIL and other frameworks, practicesand standards 14510 The ITIL Service ManagementModel 14910.1 Model element types 14910.2 Basic elements 15110.3 Creating a service 15510.4 Strategy generation 15510.5 Deciding the course of action tocreate a new service 158Acronyms 173Glossary 177Index 227
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