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ITIL Version 3 Service Strategy

ITIL V3 – Service Strategy

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

ITIL V3 – ServiceStrategy

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I N D I C E
Foreword...............................................................................................................9
OGC’s foreword .............................................................................................................. 9

Preface...............................................................................................................11
Contact information....................................................................................................... 12

Acknowledgements.............................................................................................12
Chief Architect and authors .......................................................................................... 12 ITILauthoring team....................................................................................................... 12 Mentors ......................................................................................................................... 13 Further contributions ..................................................................................................... 13
The ITIL Advisory Group.................................................................................................. 13 Reviewers ......................................................................................................................... 13

1 Introduction ......................................................................................................15
1.1 Overview................................................................................................................. 15 1.2 Context.................................................................................................................... 20
1.2.1 Information technology and services....................................................................... 20 1.2.2 Good practice in the public domain......................................................................... 21 1.2.3 ITIL and good practice in service management ...................................................... 23
1.2.3.1 Service Strategy..............................................................................................................24 1.2.3.2 ServiceDesign................................................................................................................25 1.2.3.3 Service Transition ...........................................................................................................25 1.2.3.4 Service Operation ...........................................................................................................26 1.2.3.5 Continual Service Improvement......................................................................................26

1.3 Purpose................................................................................................................... 27 1.4 Expected use .......................................................................................................... 28
1.4.1 Somewarnings........................................................................................................ 28

2 Service management as a practice..................................................................31
2.1 What is service management? ............................................................................... 31 2.2 What are services? ................................................................................................. 33
2.2.1 The value...