Table of Contents
Foreword v
Acknowledgements vii
Introduction 1
1 Overview of ITIL v3, 2011 edition 7
1.1 Brief history of ITIL 8
1.2 Structure of ITIL 9
1.3 Core components of IT Service Management 26
2 Steps towards implementing an ITIL-based IT Service Management program 29
2.1 Know the model 30
2.2 Appreciate the value 30
2.3 Obtain commitment 30
2.4 Establish a service-based organization 31
2.5 Select the program's scope 32
2.6 Assess the organization 32
2.7 Create your ITIL-based IT Service Management program 32
2.8 Implement the program 33
2.9 Support program use 33
2.10 The ongoing care and maintenance of your program: Plan-Do-Check-Act 35
2.11 Some practical tips 36
2.12 Implementation checklist 38
3 Business Relationship Management 41
3.1 Business Relationship Management activities 42
3.2 Process inputs and outputs 45
3.3 Processes related to Business Relationship Management 47
3.4 Tools and techniques 48
3.5 Key Performance Indicators 49
3.6 Critical Success Factors 50
3.7 Business Relationship Management roles 52
3.8 Benefits of effective Business Relationship Management 54
3.9 Implementation challenges and considerations 55
3.10 Typical assets and artifacts of a Business Relationship Management program 57
4 Service Level Management 59
4.1 Service Level Management work products 60
4.2 Service Level Management activities 62
4.3 Process inputs and outputs 68
4.4 Processes related to Service Level Management 70
4.5 Tools and techniques 71
4.6 Critical Success Factors 72
4.7 Key Performance Indicators 74
4.8 Service Level Management roles 75
4.9 Benefits of effective Service Level Management 77
4.10 Implementation challenges and considerations 79
4.11 Typical assets and artifacts of a Service Level Management program 81
5 Capacity Management 85
5.1 Process activities for Capacity Management 87
5.2 Process inputs and outputs 92
5.3 Processes related to Capacity Management 94
5.4 Tools and techniques 96
5.5 Key Performance Indicators 97
5.6 Critical Success Factors 98
5.7 Capacity Management roles 100
5.8 Benefits of effective Capacity Management 102
5.9 Implementation challenges and considerations 104
5.10 Typical assets and artifacts of a Capacity Management program 106
6 Availability Management 109
6.1 Availability Management activities 111
6.2 Process inputs and outputs 116
6.3 Processes related to Availability Management 118
6.4 Tools and techniques 120
6.5 Key Performance Indicators 121
6.6 Critical Success Factors 123
6.7 Availability Management roles 124
6.8 Benefits of effective Availability Management 127
6.9 Implementation challenges and considerations 129
6.10 Typical assets and artifacts of an Availability Management program 131
7 IT Service Continuity Management 135
7.1 IT Service Continuity Management activities 137
7.2 Process inputs and outputs 141
7.3 Processes related to IT Service Continuity Management 143
7.4 Tools and techniques 145
7.5 Key Performance Indicators 146
7.6 Critical Success Factors 148
7.7 IT Service Continuity Management roles 149
7.8 Benefits of effective IT Service Continuity Management 152
7.9 Implementation challenges and considerations 153
7.10 Typical assets and artifacts of an IT Service Continuity Management program 155
8 Information Security Management 159
8.1 Information Security Management activities 161
8.2 Process inputs and outputs 166
8.3 Processes related to Information Security Management 168
8.4 Tools and techniques 170
8.5 Key Performance Indicators 171
8.6 Critical Success Factors 173
8.7 Information Security Management roles 175
8.8 Benefits of effective Information Security Management 177
8.9 Implementation challenges and considerations 179
8.10 Typical assets and artifacts of an Information Security Management program 181
9 Change Management 185
9.1 Change Management activities 187
9.2 Process inputs and outputs 196
9.3 Processes related to Change Management 197
9.4 Tools and techniques 200
9.5 Critical Success Factors 201
9.6 Key Performance Indicators 202
9.7 Change Management roles 203
9.8 Benefits of effective Change Management 206
9.9 Implementation challenges and considerations 208
9.10 Typical assets and artifacts of a Change Management program 210
10 Service Asset and Configuration Management 213
10.1 Configuration Management activities 214
10.2 Process inputs and outputs 219
10.3 Processes related to Configuration Management 221
10.4 Tools and techniques 222
10.5 Key Performance Indicators 223
10.6 Critical Success Factors 225
10.7 Configuration Management roles 226
10.8 Benefits of effective Configuration Management 229
10.9 Implementation challenges and considerations 231
10.10 Typical assets and artifacts for a Configuration Management program 233
11 Release and Deployment Management 237
11.1 Release and Deployment Management activities 238
11.2 Process inputs and outputs 244
11.3 Processes related to Release and Deployment Management 246
11.4 Tools and techniques 247
11.5 Key Performance Indicators 248
11.6 Critical Success Factors 250
11.7 Release and Deployment Management roles 251
11.8 Benefits of effective Release and Deployment Management 254
11.9 Implementation challenges and considerations 255
11.10 Typical assets and artifacts of a Release and Deployment Management program 257
12 Incident Management 261
12.1 Incident Management activities 263
12.2 Process inputs and outputs 268
12.3 Processes related to Incident Management 269
12.4 Tools and techniques 272
12.5 Key Performance Indicators 273
12.6 Critical Success Factors 275
12.7 Incident Management roles 277
12.8 Benefits of effective Incident Management 280
12.9 Implementation challenges and considerations 281
12.10 Typical assets and artifacts of an Incident Management program 284
13 Problem Management 287
13.1 Problem Management activities 288
13.2 Process inputs and outputs 292
13.3 Processes related to Problem Management 294
13.4 Tools and techniques 296
13.5 Key Performance Indicators 297
13.6 Critical Success Factors 300
13.7 Problem Management roles 301
13.8 Benefits of effective Problem Management 303
13.9 Implementation challenges and considerations 304
13.10 Typical assets and artifacts of a Problem Management program 307
14 Service Desk 311
14.1 Service Desk responsibilities 312
14.2 Processes related to Service Desk 315
14.3 Tools and techniques 317
14.4 Key Performance Indicators 318
14.5 Critical Success Factors 319
14.6 Service Desk roles 321
14.7 Benefits of a well-executed Service Desk function 324
14.8 Implementation challenges and considerations 325
14.9 Typical assets and artifacts of a Service Desk function 327
15 Service Management and Service Improvement 331
15.1 Service Improvement activities 332
15.2 Process inputs and outputs 335
15.3 Processes related to Service Improvement 337
15.4 Tools and techniques 338
15.5 Key Performance Indicators 339
15.6 Critical Success Factors 340
15.7 Service Improvement roles 341
15.8 Benefits of effective Service Improvement 343
15.9 Implementation challenges and considerations 345
15.10 Typical assets and artifacts of a Service Improvement program 346
16 Implementing a basic Process Quality Assurance function 349
16.1 Objectivity and independence 349
16.2 PQA activities 350
16.3 The value of PQA 353
16.4 Summary: ensuring success 353
