Maestria en administracion de empresas

ITIL Version 3 Service Operation

ITIL V3 – Service Operation

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The ITIL Core consists of five publications. Each provides the guidance necessary for an integrated approach, as required by the ISO/IEC 20000 standard specification:
• • • • •

Service Strategy Service Design Service Transition Service Operation Continual Service Improvement.

ITIL V3 – ServiceOperation

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I N D I C E
Foreword.............................................................................................................12
OGC’s foreword ............................................................................................................ 12 Chief Architect’sforeword............................................................................................. 13

Preface ...............................................................................................................14
Contact information....................................................................................................... 14

Acknowledgements.............................................................................................15
Chief Architect andauthors .......................................................................................... 15 ITIL authoring team....................................................................................................... 15 Mentors ......................................................................................................................... 15 Further contributions..................................................................................................... 15
The ITIL Advisory Group .................................................................................................. 16 Reviewers ......................................................................................................................... 16

1 Introduction......................................................................................................17
1.1 Overview ................................................................................................................. 18 1.2 Context.................................................................................................................... 19
1.2.1 ServiceManagement............................................................................................... 19 1.2.2 Good practice in the public domain ......................................................................... 19 1.2.3 ITIL and good practice in Service Management...................................................... 21
1.2.3.1 ServiceStrategy..............................................................................................................22 1.2.3.2 Service Design................................................................................................................23 1.2.3.3 Service Transition ...........................................................................................................23 1.2.3.4 Service Operation...........................................................................................................24 1.2.3.5 Continual Service Improvement ......................................................................................24

1.3 Purpose................................................................................................................... 26 1.4Usage...................................................................................................................... 26 1.5 Chapter overview.................................................................................................... 27

2 Service Management as a practice..................................................................28
2.1 What is Service Management? .............................................................................. 28 2.2 What are services?...