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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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