Ing. Esdras
Best Management Practice Partnership
The IT Service Management Forum
An Introductory
Overview of ITIL® V3
A high-level overview of the
IT INFRASTRUCTURE LIBRARY
The IT Infrastructure Library
An Introductory
Overview of ITIL® V3
Version 1.0
Written by:
Alison Cartlidge
Ashley Hanna
Colin Rudd
Ivor Macfarlane
John Windebank
StuartRance
Xansa - Steria
HP
itEMS Ltd
IBM
Sun
HP
Edited by:
Alison Cartlidge
Mark Lillycrop
Xansa - Steria
itSMF UK
Published by:
The UK Chapter of the itSMF
With thanks to all those who took part in the review process.
© Copyright itSMF Ltd, 2007
This version first published 2007
Based on other copyright material with the permission of the copyright
owners.
ITIL® is aRegistered Trade Mark, and a Registered Community Trade Mark,
of the Office of Government Commerce (OGC) and is registered in the US
Patent and Trade Mark Office.
PRINCE® is a Registered Trade Mark, and a Registered Community Trade
Mark, of the Office of Government Commerce (OGC) and is registered in the
US Patent and Trade Mark Office.
COBIT® is a Registered Trade Mark of ISACA and the ITGA.CMM® is registered in the USA Patent and Trademark Office.
PMBoK® is a Registered Trade Mark of the Project Management Institute.
M_o_R ® is a Registered Trade Mark and a Registered Community Trade
Mark of the Office of Government Commerce.
© Crown copyright material reproduced with the kind permission of OGC on
behalf of the Controller of Her Majesty’s Stationery Office (HMSO).
The SwirllogoTM is a Trademark of the Office of Government Commerce.
ISBN 0-9551245-8-1
1
A bout this guide
ITIL (IT Infrastructure Library) provides a framework of Best Practice
guidance for IT Service Management and since its creation, ITIL has grown to
become the most widely accepted approach to IT Service Management in the
world.
This pocket guide has been designed as an introductoryoverview for anyone
who has an interest in or a need to understand more about the objectives,
content and coverage of ITIL. Whilst this guide provides an overview, full
details can be found in the actual ITIL publications themselves.
This guide describes the key principles of IT Service Management and provides
a high-level overview of each of the core publications within ITIL:
I
ServiceStrategy
I
Service Design
I
Service Transition
I
Service Operation
I
Continual Service Improvement.
An overview of the qualifications scheme is also included.
The advice contained within this guide is neither definitive nor prescriptive, but
is based on ITIL Best Practice. The guidance in the ITIL publications is
applicable generically and is of benefit to all ITorganizations irrespective of
their size or the technology in use. It is neither bureaucratic nor unwieldy if
utilized sensibly and in full recognition of the business needs of the
organization.
2
Contents
About this Guide
2
Contents
3
1 Introduction
4
2 What is Service Management?
6
3 What is ITIL?
8
4 Service Strategy
12
5 Service Design
18
6 ServiceTransition
24
7 Service Operation
29
8 Continual Service Improvement
35
9 Process Cross Reference
41
10 Qualifications
43
11 Related Standards and Other Sources
47
12 Summary
49
Further Guidance and Contact Points
51
Best Practice within ITIL
52
About itSMF
53
About the Partnership
54
3
1 Introduction
It has become increasinglyrecognized that information is the most important
strategic resource that any organization has to manage. Key to the collection,
analysis, production and distribution of information within an organization is
the quality of the IT Services provided to the business. It is essential that we
recognize that IT Services are crucial, strategic, organizational assets and
therefore organizations...
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