ITIL Foundation Handbook.

Description

ITIL® Foundation Handbook Contents Acknowledgements About this guide 1 Introduction 1.1 Best practice (SS 2.1.7) 1.2 The ITIL framework (SS 1.2, 1.4) Figure 1.1 The ITIL service lifecycle 1.3 Service management (SS 2.1.1, 2.1.2, 2.1.3) 1.4 Processes and functions (SS 2.2.2, 2.2.3.1) Figure 1.2 Process model 1.5 Roles 1.5.1 Process owner (SD 6.3.2) 1.5.2 Process manager (SD 6.3.3) 1.5.3 Process practitioner (SD 6.3.4) 1.5.4 Service owner (SD 6.3.1) 1.5.5 The RACI model (SD 3.7.4.1) 2 Service strategy 2.1 Purpose, objectives, scope and value of service strategy 2.1.1 Purpose and objectives (SS 1.1.1) 2.1.2 Scope (SS 1.1.2) 2.1.3 Value to business (SS 1.1.4) 2.2 Key principles 2.2.1 Utility and warranty (SS 2.1.6) 2.2.2 Value creation through services Figure 2.1 Components of value Figure 2.2 How customers perceive value 2.2.3 Assets, resources and capabilities (SS 2.2.1) Figure 2.3 The interaction of service provider and customer assets Figure 2.4 Service management optimizes the performance of service assets 2.2.4 Patterns of business activity (SS 4.4.5.2) 2.2.5 Service portfolio (SS 4.2.4.1) Figure 2.5 The service portfolio 2.2.6 Governance (SS 2.3.1) 2.2.7 Business case (SS 3.6.1.1) 2.2.8 Risk management (SS 5.6.5.1, 5.6.5.2) 2.2.9 Service providers (SS 2.1.4) 2.2.10 Stakeholders in service management (SS 2.1.5) 2.2.11 Internal and external customers (SS 3.2.1.2) 2.2.12 Internal and external services (SS 3.2.2.3) Figure 2.6 Internal and external services 2.2.13 Service model (SS 3.4.7) 2.3 Processes and activities 2.3.1 Service portfolio management (SS 4.2) Table 2.1 Examples of critical success factors and key performance indicators for service portfolio management 2.3.2 Financial management for IT services (SS 3.6.1.1, 4.3.1, 4.3.2) Table 2.2 Examples of critical success factors and key performance indicators for financial management for IT services 2.3.3 Business relationship management (SS 4.5) Table 2.3 Examples of critical success factors and key performance indicators for business relationship management 2.3.4 Strategy management for IT services (SS 4.1) Table 2.4 Examples of critical success factors and key performance indicators for strategy management for IT services 2.3.5 Demand management (SS 4.4) Table 2.5 Examples of critical success factors and key performance indicators for demand management 2.4 Technology considerations (SS 7.1) 2.4.1 Service automation 2.4.2 Service analytics and instrumentation Figure 2.7 The flow from data to wisdom 3 Service design 3.1 Purpose, objectives, scope and value of service design 3.1.1 Purpose and objectives (SD 1.1.1) 3.1.2 Scope (SD 1.1.2) 3.1.3 Value to business (SD 1.1.4) 3.2 Key principles 3.2.1 The four Ps of service design (SD 3.1.5) 3.2.2 Balanced service design (SD 3.3) 3.2.3 The five design aspects (SD 3.1.1) Figure 3.1 Architectural relationships 3.2.4 The service design package (SD Appendix A) 3.2.5 Delivery model options (SD 3.11.1) 3.3 Processes and activities 3.3.1 Design coordination (SD 4.1) Figure 3.2 Design coordination activities Table 3.1 Examples of critical success factors and key performance indicators for design coordination 3.3.2 Service level management (SD 4.3) Table 3.2 Examples of critical success factors and key performance indicators for service level management 3.3.3 Service catalogue management (SD 4.2) Table 3.3 Examples of critical success factors and key performance indicators for service catalogue management 3.3.4 Availability management (SD 4.4) Table 3.4 Examples of critical success factors and key performance indicators for availability management 3.3.5 Information security management (SD 4.7) Figure 3.3 Elements of an information security management system for managing IT security Table 3.5 Examples of critical success factors and key performance indicators for information security management 3.3.6 Supplier management (SD 4.8) Figure 3.4 Supplier categorization Table 3.6 Examples of critical success factors and key performance indicators for supplier management 3.3.7 Capacity management (SD 4.5) Table 3.7 Examples of critical success factors and key performance indicators for capacity management 3.3.8 IT service continuity management (SD 4.6) Figure 3.5 Lifecycle of IT service continuity management Table 3.8 Examples of critical success factors and key performance indicators for IT service continuity management 3.4 Service design technology-related activities 3.4.1 Requirements engineering (SD 5.1) 3.4.2 Management of data and information (SD 5.2) 3.4.3 Management of applications (SD 5.3) 3.5 Technology considerations (SD 7) 4 Service transition 4.1 Purpose, objectives, scope and value of service transition 4.1.1 Purpose and objectives (ST 1.1.1) 4.1.2 Scope (ST 1.1.2) 4.1.3 Value to business (ST 1.1.4) 4.2 Key principles (ST 3.1) 4.3 Processes and activities 4.3.1 Transition planning and support (ST 4.1) Table 4.1 Examples of critical success factors and key performance indicators for transition planning and support 4.3.2 Change management (ST 4.2) Figure 4.1 Example of a process flow for a normal change Table 4.2 Examples of critical success factors and key performance indicators for change management 4.3.3 Service asset and configuration management(ST 4.3) Table 4.3 Examples of critical success factors and key performance indicators for service asset and configuration management 4.3.4 Release and deployment management (ST 4.4) Figure 4.2 Phases of release and deployment management Table 4.4 Examples of critical success factors and key performance indicators for release and deployment management 4.3.5 Service validation and testing (ST 4.5) Figure 4.3 Example of a validation and testing process Table 4.5 Examples of critical success factors and key performance indicators for service validation and testing 4.3.6 Change evaluation (ST 4.6) Figure 4.4 Change evaluation process flow Table 4.6 Examples of critical success factors and key performance indicators for change evaluation 4.3.7 Knowledge management (ST 4.7) Figure 4.5 Relationship of the SKMS, the CMS and the CMDB Table 4.7 Examples of critical success factors and key performance indicators for knowledge management 4.4 Managing people through service transitions (ST 5) 4.4.1 Managing communications and commitment (ST 5.1) 4.4.2 Managing organization and stakeholder change (ST 5.2) 4.5 Technology considerations (ST 7) 5 Service operation 5.1 Purpose, objectives, scope and value of service operation 5.1.1 Purpose and objectives (SO 1.1.1) 5.1.2 Scope (SO 1.1.2) 5.1.3 Value to business (SO 1.1.4) 5.2 Key principles 5.2.1 Achieving balance in service operations (SO 3.2) 5.2.2 Communication in service operation (SO 3.6) 5.3 Processes and activities 5.3.1 Incident management (SO 4.2) Table 5.1 Examples of critical success factors and key performance indicators for incident management 5.3.2 Problem management (SO 4.4) Table 5.2 Examples of critical success factors and key performance indicators for problem management 5.3.3 Event management (SO 4.1) Table 5.3 Examples of critical success factors and key performance indicators for event management 5.3.4 Request fulfilment (SO 4.3) Table 5.4 Examples of critical success factors and key performance indicators for request fulfilment 5.3.5 Access management (SO 4.5) Table 5.5 Examples of critical success factors and key performance indicators for access management 5.4 Organizing for service operation (SO 6) 5.4.1 Service desk function (SO 6.3) 5.4.2 Technical management function (SO 6.4) 5.4.3 IT operations management function (SO 6.5) 5.4.4 Application management function (SO 6.6) Figure 5.1 Application management lifecycle Table 5.6 Application development versus application management 5.5 Technology considerations 5.5.1 Generic requirements 5.5.2 Specific requirements 6 Continual service improvement 6.1 Purpose, objectives, scope and value of continual service improvement 6.1.1 Purpose and objectives (CSI 1.1.1) 6.1.2 Scope (CSI 1.1.2) 6.1.3 Value to business (CSI 1.1.4) 6.2 Key principles 6.2.1 Continual service improvement approach (CSI 3.1) Figure 6.1 Continual service improvement approach 6.2.2 Continual service improvement and organizational change (CSI 3.2) 6.2.3 Ownership (CSI 3.3) 6.2.4 Continual service improvement register (CSI 3.4) 6.2.5 Continual service improvement and service level management (CSI 3.6) 6.2.6 Continual service improvement and knowledge management (CSI 3.7) 6.2.7 The Deming Cycle/PDCA cycle (CSI 3.8) 6.2.8 Service measurement (CSI 3.9) 6.2.9 Metrics, KPIs and CSFs (CSI 5.5, 5.5.1) Figure 6.2 From vision to measurements 6.2.10 Assessments, benchmarking and gap analysis (CSI 5.2, 5.3) 6.2.11 Service reporting (CSI 5.7 8, CSI Figure 4.4 4) Figure 6.3 Service level achievement chart 6.3 Processes and activities 6.3.1 The seven-step improvement process (CSI 3.9.3.1, CSI 4.1) Figure 6.4 The seven-step improvement process Table 6.1 Examples of critical success factors and key performance indicators for the seven-step improvement process 6.4 Technology considerations (CSI 7) 7 Competence and training 7.1 Foundation 7.2 Intermediate level 7.2.1 Lifecycle stream 7.2.2 Capability stream 7.3 ITIL Expert 7.4 ITIL Master 8 Related guidance 8.1 ITIL guidance and web services (SS Appendix D.1) 8.2 Quality management system (SS Appendix D.2) 8.3 Risk management (SS Appendix D.3) 8.4 Governance of IT (SS Appendix D.4) 8.5 COBIT (SS Appendix D.5) 8.6 ISO/IEC 20000 service management series (SS Appendix D.6) 8.7 Environmental management and green/sustainable IT (SS Appendix D.7) 8.8 ISO standards and publications for IT (SS Appendix D.8) 8.9 ITIL and the OSI framework (SS Appendix D.9) 8.10 Programme and project management (SS Appendix D.10) 8.11 Organizational change (SS Appendix D.11) 8.12 Skills Framework for the Information Age (SFIA) (SS Appendix D.12) 8.13 Carnegie Mellon: CMMI and ESCM frameworks (SS Appendix D.13) 8.14 Balanced scorecard (SS Appendix D.14) 8.15 Six Sigma (SS Appendix D.15) Further guidance and contact points