Changes and comparison with V2
ITIL's most recent version, V3, represents an important evolutionary step in its life. The refresh has transformed the guidance from providing a great service to being the most innovative and best in class. At the same time, the interface between old and new approaches is seamless so that users do not have to reinvent the wheel when adopting it. V3 allows users to build on the successes of V2 but take IT service management even further.
In general, V3 makes the link between ITIL's best practice and business benefits both clearer and stronger. The main development is that V3 takes a lifecycle approach to guidance, as opposed to organising according to IT delivery sectors. ITIL is now based on a core of five titles:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
The changes reflect the way ITSM has matured over the past decades. For example:
- Where V2 talked about Business and IT Alignment, V3 emphasises Business and IT integration.
- Where V2 talked about Value Chain Management, V3 emphasises Value Network Integration.
- Where V2 talked about Linear Service Catalogues, V3 emphasises Dynamic Service Portfolios.
- Where V2 talked about Collection of integrated processes, V3 emphasises Holistic Service Management Lifecycle.
The Official Introduction to the ITIL - Service Lifecycle
Publisher: TSO and OGC
Press date: August 31st 2007
ISBN10: 0113310617
ISBN13: 978-0-1133-1061-6
Pages: 238
Key features:
The main body introduces the five main titles with an introduction and clearly laid out summary of objectives, practice, key elements, roles and responsibilities and service performance.
Gives an overview of the guidance specific to each stage of the lifecycle.
Each chapter concludes with key messages and lessons, showing how the Introduction relates to the full library with its deeper levels of practice expertise and structured application.
Brief Table of Contents:
===============
Introduction
Core Guidance Topics
The ITIL Service Management Lifecycle - Core of Practice
Service Strategy - Governance and Decision-Making
Service Design - Building Structural Service Integrity
Service Transition - Prepairing for Change
Service Operation
Continual Service Improvement
Complementary Guidance
The ITIL Service Management Model
File size: 13 MB
File type: PDF (Scanned)
Service Design
Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 0113310471
ISBN13: 978-0-1133-1047-0
Pages: 334
In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Service design objectives and elements
- Selecting the service design model
- Cost models
- Benefit/risk analysis
- Implementing service design
- Measurement and control
Brief Table of Contents:
===============
Introduction
Service Management as a Practice
Service Design Principles
Service Design Processes
Service Design Technology-related Activities
Organizing for Service Design
Technology Considerations
Implementing Service Design
Challenges, Critical Success Factors and Risks
Appendix A: The Service Design Package
Appendix B: Service Acceptance Criteria (Example)
Appendix C: Process Documentation Templates (Example)
Appendix D: Design and Planning Documents and their Contents (Example)
Appendix E: Environmental Architectures and Standards
Appendix F: Sample SLA and OLA
Appendix G: Example Service Catalogue
Appendix H: The Service Management Process Maturity Framework
Appendix I: Example Contents of a Statement of Requirement (SoR) and/or Invitation to Tender (ITT)
Appendix J: The Typical Contents of a Capacity Plan
Appendix K: The Typical Contents of a Recovery Plan
File size: 9.5 MB
File type: PDF (Scanned)
Service Transition
Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 011331048X
ISBN13: 978-0-1133-1048-7
Pages: 261
Service Transition provides guidance and process activities for the transition of services in the operational business environment. It covers the broader, long-term change management role, release and deployment practices, so that risks, benefits, delivery mechanisms and the support of ongoing operational services are considered.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Managing organisational and cultural change
- Knowledge management
- Service knowledge management system
- Methods, practices and tools
- Measurement and control
- Companion best practices
Brief Table of Contents:
===============
Introduction
Service Management as a Practice
Service Transition Principles
Service Transition Processes
Service Transition Common Operation Activities
Organizing for Service Transition
Technology Considerations
Implementing Service Transition
Challenges, critical success factors and risks
Appendix A: Description of Asset Types
File size: 7 MB
File type: PDF (Scanned)
Service Strategy
Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 0113310455
ISBN13: 978-0-1133-1045-6
Pages: 264
A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Service Management strategy and value planning.
- Linking IT service strategy to business needs.
- Planning and implementing service strategy.
Brief Table of Contents:
========================
Introduction
Service Management as a Practice
Service Strategy Principles
Service Strategy
Service Economics
Strategy and Organization
Strategy, Tactics and Operations
Technology and Strategy
Challenges, Critical Success Factors and Risks
Appendix A: Present Value of an Annuity
Appendix B: Supplementary Guidance
File size: 6 MB
File type: PDF (OCR)
Service Operation
Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 0113310463
ISBN13: 978-0-1133-1046-3
Pages: 263
Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Application Management
- Change Management
- Operations Management
- Control processes and function
- Scaleable practices
- Measurement and control
Brief Table of Contents:
========================
Introduction
Service Management as a Practice
Service Operation Principles
Service Operation Processes
Common Service Operation Activities
Organizing for Service Operation
Technology Considerations
Implementing Service Operation
Challenges, Critical Success Factors and Risks
Appendix A: Complementary Industry Guidance
Appendix B: Communication in Service Operation
Appendix C: Kepner and Tregoe
Appendix D: Ishikawa Diagrams
Appendix E: Detailed Description of Facilities Management
Appendix F: Physical Access Control
File size: 2 MB
File type: PDF (OCR)
Continual Service Improvement
Publisher: TSO and OGC
Press date: May 30th 2007
ISBN10: 0113310498
ISBN13: 978-0-1133-1049-4
Pages: 221
Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Business and technology drivers for improvement
- Justification
- Business, financial and organisational improvements
- Methods, practices and tools
- Measurement and control
- Companion best practices
Brief Table of Contents:
========================
Introduction
Service Management as a Practice
Continual Service Improvement Principles
Continual Service Improvement Processes
Continual Service Improvement Methods and Techniques
Organizing for Continual Service Improvement
Technology Considerations
Implementing Continual Service Improvement
Challenges, Critical Success Factors and Risks
Appendix A: Complementary Guidance
File size: 2.5 MB
File type: PDF (OCR)
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