The Introduction to the ITIL Service
Lifecycle Book
Author: Office of Government Commerce (OGC)
Publisher: TSO (The Stationery Office)
This publication is your gateway to ITIL. It explains the basic concept of IT
Service Management and the place of ITIL, introducing the new lifecycle model,
which puts into context all the familiar ITIL processes from the earlier books. This
title introduces ITSM and ITIL, explains why the service lifecycle approach is best
practice in today's ITSM, and makes a persuasive case for change.
After showing high level process models, it takes the reader through the main
principles that govern the new version: lifecycle stages, governance and decision
making, then the principles behind design and deployment, and operation and
optimisation.
Key features:
- The main body introduces the five main titles with an introduction and clearly laid out summary of objectives, practice, key elements, roles and responsibilities and service performance.
- Gives an overview of the guidance specific to each stage of the lifecycle.
- Each chapter concludes with key messages and lessons, showing how
the Introduction relates to the full library with its deeper levels of practice
expertise and structured application.
Contents
- Introduction
- Core guidance topics
- The ITIL Service Management Lifecycle – core of practice
- Service Strategy – governance and decision making
- Service Design – building structural service integrity
- Service Transition – preparing for change
- Service Operations
- Continual Service Improvement
- Complementary guidance
- The ITIL Service Management Model
Service Strategy
A view of ITIL that aligns business and IT so that each brings out the best in the
other. It ensures that every element of the Service Lifecycle is focused on
customer outcomes and relates to all the companion process elements that
follow. Subsequent titles in the core set will link deliverables to meeting the
business goals, requirements and service management principles described in
this publication.
Concepts and guidance in this publication include:
- Service Management strategy and value planning.
- Linking IT service strategy to business needs.
- Planning and implementing service strategy.
Contents
- Introduction
- Service Management as a Practice
- Service Strategy Principles
- Service Strategy
- Service Economics
- Strategy & Organisation
- Strategy, Tactics and Operations
- Technology and Strategy
- Challenges, Critical Success Factors and Risks
- Appendices
a. Present Value of an Annuity
b. Supplementary Guidance
Service Design
Author: Office of Government Commerce (OGC)
Publisher: TSO (The Stationery Office)
In order to meet the current and future business requirements, Service Design
provides guidance on the production and maintenance of IT policies,
architectures, and documents for the design of appropriate and innovative IT
infrastructure service solutions and processes.
Concepts and guidance in this publication include:
- Service design objectives and elements
- Selecting the service design model
- Cost models
- Benefit/risk analysis
- Implementing service design
- Measurement and control
Service Transition
Author: Office of Government Commerce (OGC)
Publisher: TSO (The Stationery Office)
Service Transition provides guidance and process activities for the transition of
services in the operational business environment. It covers the broader, longterm
change management role, release and deployment practices, so that risks,
benefits, delivery mechanisms and the support of ongoing operational services
are considered.
Concepts and guidance in this publication include:
- Managing organisational and cultural change
- Knowledge management
- Service knowledge management system
- Methods, practices and tools
- Measurement and control
- Companion best practices
Service Operation Book
Author: Office of Government Commerce (OGC)
Publisher: TSO (The Stationery Office)
Service Operation introduces, explains and details delivery and control activities
to achieve operational excellence on a day-to-day basis. Readers will find many
of the familiar processes from the former Service Support and Service Delivery
books, which have been updated where necessary.
Concepts and guidance in this publication include:
- Application Management
- Change Management
- Operations Management
- Control processes and function
- Scalable practices
- Measurement and control
Continual Service Improvement Book
Author: Office of Government Commerce (OGC)
Publisher: TSO (The Stationery Office)
Alongside the delivery of consistent, repeatable process activities as part of
service quality, ITIL has always emphasised the importance of continual
improvements. Focusing on the process elements involved in identifying and
introducing service management improvements, this publication also deals with
issues surrounding service retirement.
Concepts and guidance in this publication include:
- Business and technology drivers for improvement
- Justification
- Business, financial and organisational improvements
- Methods, practices and tools
- Measurement and control
- Companion best practices
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