ITIL® – A Pocket Guide 2011 Edition E-Book

Jan a.o.

• Herausgeber: Van Haren Publishing
• Kategorie: Wissenschaft und neue Technologien
• Serie: Best Practice
• Sprache: Englisch
• Veröffentlichungsjahr: 2011

Seitenzahl: 174

Beschreibung

ITIL® – A Pocket Guide 2011 Edition

Leseprobe

Colophon

Title:

ITIL® A Pocket Guide - 2011 Edition

Author:

Jan van Bon

Publisher:

Van Haren Publishing, Zaltbommel, www.vanharen.net

This digital publication is based upon the 1st edition, 1st impression, December 2011: with ISBN 978 90 8753 676 3

ISBN:

978 90 8753 978 8

Design & layout:

CO2 Premedia bv, Amersfoort – NL

© 2011 Van Haren Publishing

All rights reserved. No part of this publication may be reproduced in any form by print, photo print, microfilm or any other means without written permission by the publisher.

Although this publication has been composed with much care, neither author, nor editor, nor publisher can accept any liability for damage caused by possible errors and/or incompleteness in this publication.

© Crown copyright 2011. Reproduced under license from The Cabinet Office: cover diagram and diagrams 2.1, 3.1, 3.2, 4.1, 4.3, 4.4, 4.5, 4.6, 4.7, 4.8, 4.9, 5.1, 5.2, 5.3, 5.4, 5.5, 5.6, 5.7, 6.1, 6.2, 6.3, 6.4, 6.5, 6.6, 7.3

TRADEMARK NOTICES

ITIL® is a registered trade mark of the Cabinet Office.

The ITIL Swirl logo™ is a trade mark of the Cabinet Office.

PRINCE2® is a registered trade mark of the Cabinet Office.

COBIT® is a registered trademark of the Information Systems Audit and Control Association (ISACA)/IT Governance Institute (ITGI).

PMBOK® Guide is a registered trademark of the Project Management Institute (PMI).

Foreword

This concise summary offers a practical introduction to the content of the five ITIL core books. It is based on ITIL 2011 Edition, and explains the structure of the service lifecycle, and the processes and functions of each stage. It also provides support for all the existing users of previous ITIL editions that are looking for a bridge to the new edition.

The 2011 update resolved errors and inconsistencies, and improved clarity, consistency, correctness, and completeness. The Service Strategy book was revised in order to explain the concepts in a clear, concise, and accessible way.

This pocket guide provides the reader with a quick reference to the basic concepts of ITIL. Readers can use the Van Haren Publishing publication “Foundations of ITIL” or the ITIL core volumes (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) for more detailed understanding and guidance.

This pocket guide was produced in the same way as other Van Haren Publishing publications: a broad team of expert editors, expert authors and expert reviewers contributed to a comprehensive text, and a great deal of effort was spent on the development and review of the manuscript.

I’m convinced that this pocket guide will provide an excellent reference tool for practitioners, students and others who want a concise summary of the key ITIL concepts.

Jan van Bon

Acknowledgements

Following the official publication of ITIL, this pocket guide was developed as a concise summary of the ITIL core books, by the authors of the publication “Foundations of ITIL”. The text is an update of the ITIL V3 Pocket Guide, that was produced by the editors and reviewers of the ITIL Foundation publication. All members of IPESC, itSMF International’s Publication Committee, were invited to participate in the original review, and thirteen itSMF chapters actively participated.

The integrated Review Team was composed of the following:

•   Rob van der Burg, Microsoft, Netherlands

•   Judith Cremers, Getronics PinkRoccade Educational Services, Netherlands

•   Dani Danyluk, Burntsand, itSMF Canada

•   John Deland, Sierra Systems, itSMF Canada

•   Robert Falkowitz, Concentric Circle Consulting, itSMF Switzerland

•   Karen Ferris, itSMF Australia

•   Peter van Gijn, Logica, Netherlands

•   Jan Heunks, ICT Partners, Netherlands

•   Kevin Holland, NHS, UK

•   Ton van der Hoogen, Tot Z Diensten BV, Netherlands

•   Matiss Horodishtiano, Amdocs, itSMF Israel

•   Wim Hoving, BHVB, Netherlands

•   Brian Johnson, CA, USA

•   Steve Mann, Opsys-sm2, itSMF Belgium

•   Reiko Morita, Ability InterBusiness Solutions, Inc., Japan

•   Ingrid Ouwerkerk, Getronics PinkRoccade Educational Services, Netherlands

•   Ton Sleutjes, Capgemini Academy, Netherlands

•   Maxime Sottini, iCONS – Innovative Consulting S.r.l., itSMF Italy

The 2011 update of the ITIL pocket guide was reviewed by a smaller section of this Review Team, since it only involved a limited update:

•   Rob van der Burg, Microsoft, Netherlands

•   John Deland, Sierra Systems, itSMF Canada

•   Peter van Gijn, Logica, Netherlands

•   Kevin Holland, NHS, UK

•   Steve Mann, Opsys-sm2, itSMF Belgium

•   Reiko Morita, Ability InterBusiness Solutions, Inc., Japan

All reviewers spent their valuable hours on a detailed review of the text, answering the core question “Is the content a correct reflection of the core content of ITIL, given the limited size of a pocket guide?”. Providing several hundreds of valuable improvement issues, they contributed significantly to the quality of this pocket guide, and we thank them for that.

Due to the expert services of the Review Team and the professional support by the editors team, the resulting pocket guide is an excellent entry into the core ITIL books. We are very satisfied with the result, which will be of great value for people wanting to get a first high-level grasp of what ITIL is really all about.

Contents

Colophon

Foreword

Acknowledgements

1      Introduction

1.1    What is ITIL?

1.2    Why is ITIL successful?

1.3    ITIL exams

1.4    Structure of this pocket guide

1.5    How to use this pocket guide

2      Introduction to the service lifecycle

2.1    Definition of service management

2.2    Internal and external customers

2.3    Internal and external services

2.4    Overview of the service lifecycle

2.5    Functions and processes

2.6    Organizational structure

2.7    ITIL lifecycle clustering

2.8    The process model and the characteristics of processes

2.9    Key concepts

3      Lifecycle stage: service strategy

3.1    Introduction

3.2    Basic concepts

3.3    Processes and other activities

3.4    Strategy management for IT services

3.5    Service portfolio management

3.6    Financial management for IT services

3.7    Demand management

3.8    Business relationship management

3.9    Governance

3.10  Organization

3.11  Methods, techniques and tools

3.12  Implementation and operation

4      Lifecycle stage: service design

4.1    Introduction

4.2    Basic concepts

4.3    Processes and other activities

4.4    Design coordination

4.5    Service catalogue management

4.6    Service level management

4.7    Availability management

4.8    Capacity management

4.9    IT service continuity management

4.10  Information security management

4.11  Supplier management

4.12  Service design technology-related activities

4.13  Organization

4.14  Methods, techniques and tools

4.15  Implementation and operation

5      Lifecycle stage: service transition

5.1    Introduction

5.2    Basic concepts

5.3    Processes and other activities

5.4    Transition planning and support

5.5    Change management

5.6    Service asset and configuration management

5.7    Release and deployment management

5.8    Service validation and testing

5.9    Change evaluation

5.10  Knowledge management

5.11  Organization

5.12  Methods, techniques and tools

5.13  Implementation and operation

6      Lifecycle stage: service operation

6.1    Introduction

6.2    Basic concepts

6.3    Processes and other activities

6.4    Event management

6.5    Incident management

6.6    Request fulfillment

6.7    Problem management

6.8    Access management

6.9    Common service operation activities

6.10  Organization

6.11  Methods, techniques and tools

6.12  Implementation and operation

7      Lifecycle stage: continual service improvement

7.1    Introduction

7.2    Basic concepts

7.3    Processes and other activities

7.4    Seven-step improvement process

7.5    Organization

7.6    Methods, techniques and tools

7.7    Implementation and operation

Acronyms

References

1   Introduction

This pocket guide provides the reader with an overview of the basic concepts of ITIL (ITIL 2011 Edition). Readers can use the publication “Foundations of ITIL” or the ITIL core volumes (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) for more detailed understanding and guidance.