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The Official Introduction to the ITIL Service Lifecycle

London: TSO

Published by TSO (The Stationery Office) and available from: Online www.tsoshop.co.uk Mail,Telephone, 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.services@tso.co.uk Textphone: 0870 240 3701 TSO Shops 16 Arthur Street, Belfast BT14GD 028 9023 8451 Fax 028 9023 5401 71 Lothian Road, Edinburgh EH3 9AZ 0870 606 5566 Fax 0870 606 5588 TSO@Blackwell and other Accredited Agents

Published with the permission of the Office of Government Commerce on behalf of the Controller of Her Majesty’s Stationery Office. © Crown Copyright 2007 This is a Crown copyright value added product, reuse of which requires a Click-Use Licence forvalue added material issued by OPSI. Applications to reuse, reproduce or republish material in this publication should be sent to OPSI, Information Policy Team, St Clements House, 2-16 Colegate, Norwich, NR3 1BQ, Tel No (01603) 621000 Fax No (01603) 723000, E-mail: hmsolicensing@cabinet-office.x.gsi.gov.uk , or complete the application form on the OPSI websitehttp://www.opsi.gov.uk/click-use/value-added-licence-information/index.htm OPSI, in consultation with Office of Government Commerce (OGC), may then prepare a Value Added Licence based on standard terms tailored to your particular requirements including payment terms The OGC logo ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom ITIL® is a Registered Trade Mark of the Office of Government Commerce inthe United Kingdom and other countries The swirl logo ™ is a Trade Mark of the Office of Government Commerce First published 2007 ISBN 9780113310616 Printed in the United Kingdom for The Stationery Office N5635491 c60 08/07

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iii

Contents
List of figures List of tables OGC’s foreword Chief Architect’s foreword Preface 1 Introduction
1.1 1.2 1.3 1.4 1.5 1.6 A historical perspective ofIT service management and ITIL ITIL today The ITIL value proposition The ITIL service management practices What is a service? Navigating the ITIL Service Management Lifecycle

vi viii ix 3 x xi 1
3 3 4 4 5 5

2.7 2.8

ITIL conformance or compliance – practice adaptation 13 Getting started – Service Lifecycle principles 14

The ITIL Service Management Lifecycle – core of practice
3.1Functions and Processes across the lifecycle

17
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4

Service Strategy – governance and decision-making
4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 Strategic assessment Developing strategic capabilities Service Provider types – matching need to capability Services as assets – value creation Defining the market space Service Portfolios Service outsourcing – practical decision-making Returnon investment (ROI) Financial Management Increasing service potential Organizational development

23
25 27 27 28 29 30 33 35 36 38 39

2

Core guidance topics
2.1 2.2 2.3 2.4 2.5 2.6 Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Lifecycle quality control

9
11 11 12 12 12 13

iv
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Service Design – buildingstructural service integrity 43
5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8 5.9 5.10 5.11 5.12 Business value Five aspects of Service Design Identifying service requirements Service Design models Delivery model options Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management 46 46 47 48 49 5052 55 60 64 66 70

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Service Operation
7.1 7.2 7.3 7.4 7.5 7.6 7.7 7.8 7.9 7.10 7.11 7.12 Business value Event Management Incident Management Request Fulfilment Problem Management Access Management Service Operation functions IT Operations Management Application Management Service Operation and project management Assessing and managing risk in Service Operation Operational staff in...
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