ITIL(R) and IT Service Management have been practised successfully around the world for more than 20 years. ITIL(R) is a framework for IT service management and provides best management practice to meet ISO/IEC 20k. It was developed following the recognition that organizations were becoming increasingly dependent on IT to satisfy their corporate aims and meet their business needs. Such dependence leads to an increased requirement for reliable,high-quality IT services. This guide introduces ITIL both to Foundation Examination candidates and to people simply looking to gain a practical understanding of IT service management.
Table of Contents
SECTION 1: OVERVIEW 1 What is service management? SECTION 2: THE SERVICE LIFECYCLE 2 Service strategy 3 Service design 4 Service transition 5 Service operation 6 Continual service improvement SECTION 3: THE PROCESSES AND FUNCTIONS 7 IT financial management 8 Demand management 9 Service portfolio management 10 Service catalogue management 11 Service level management 12 Supplier management 13 Capacity management 14 Availability management 15 Service continuity management 16 Information security management and access management 17 Knowledge management 18 Service asset and configuration management 19 Change management 20 Release and deployment 21 The service desk 22 Request fulfilment 23 Incident management 24 Problem management 25 IT operations management 26 Event management 27 Application management 28 Technical management 29 The seven-step improvement process SECTION 4: MEASUREMENT AND METRICS, AND THE DEMING CYCLE 30 Measurement and metrics 31 The Deming Cycle APPENDIX
Dr Ernest Brewster is a champion of ITIL Service Management. Richard Griffiths is an ISEB examiner. Aidan Lawes is an authority on service management and co-authored ISO/IEC 20000. John Sansbury is a Senior ITIL Examiner.