Itilv3

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ITIL® VERSION 3 AT A GLANCE

ITIL® VERSION 3 AT A GLANCE
Information Quick Reference

John O. Long
IBM

123

John O. Long IBM P.O. Box 12195 Research Triangle Park, NC 27709 j1long@us.ibm.com

ISBN: 978-0-387-77392-6 DOI: 10.1007/978-0-387-77393-3

e-ISBN: 978-0-387-77393-3

Library of Congress Control Number: 2007941324 © 2008 Springer Science+Business Media, LLC All rightsreserved. This work may not be translated or copied in whole or in part without the written permission of the publisher (Springer Science+Business Media, LLC, 233 Spring Street, New York, NY 10013, USA), except for brief excerpts in connection with reviews or scholarly analysis. Use in connection with any form of information storage and retrieval, electronic adaptation, computer software, or bysimilar or dissimilar methodology now known or hereafter developed is forbidden. The use in this publication of trade names, trademarks, service marks, and similar terms, even if they are not identified as such, is not to be taken as an expression of opinion as to whether or not they are subject to proprietary rights. Printed on acid-free paper 9 8 7 6 5 4 3 2 1 springer.com

Copyright and LegalInformation
ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. ITIL® Glossaries/Acronyms © Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce. This book is currently under consideration bypublishers. This book may only be distributed by the author for evaluation purposes.

Table of Contents
Introduction ........................................................................1
Purpose.............................................................................................. 1Audience............................................................................................ 1 Organization of the Book ................................................................. 1

Service Strategy .................................................................3
Practices ............................................................................................ 3 Overview Diagram............................................................................. 5 ServiceStrategy Key Concepts....................................................... 6

Service Design .................................................................11
Service Design Key Concepts ....................................................... 13 Service Catalog Management........................................................ 16 Service Level Management............................................................ 18 Capacity Management .................................................................... 20 Availability Management ................................................................ 22 IT Service Continuity Management ............................................... 24 Information Security Management................................................ 26 SupplierManagement..................................................................... 28 Other Practices ............................................................................... 30 Additional Service Design Roles................................................... 30

Service Transition ............................................................31
Service Transition KeyConcepts.................................................. 33 Service Asset and Configuration Management ........................... 38 Change Management...................................................................... 42 Release and Deployment Management ........................................ 44 Service Validation and Testing...................................................... 46 Transition Planning and Support...
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