Table of Contents

Introduction 1 Chapter 1: Introducing ITIL 3 Chapter 2: Services 5 Service classifications 6 Internal and external services 6 Types of service 7 Chapter 3: Service Management 9 Service management as a professional practice 9 IT service management 10 Chapter 4: Stakeholders 11 Chapter 5: Processes, Functions, Roles 13 Processes 13 Functions 14 Roles 14 Chapter 6: The Service Lifecycle 17 Service Strategy 18 Service Design 20 Service Transition 21 Service Operation 23 Continual Service Improvement (CSI) 24 Chapter 7: Service Strategy 27 Concept: Value creation 27 Concept: Utility and warranty 29 Concept: Risk management 30 Concept: Governance 30 Concept: Patterns of Business Activity (PBA) 31 Service Strategy processes 31 Chapter 8: Service Design 39 Model: 4 Ps 39 Concept: Five major aspects of Service Design 40 Service Design processes 42 Chapter 9: Service Transition 63 Service Transition processes 63 Chapter 10: Service Operation 87 Concept: The importance of communication 87 Service Operation processes 90 Service Operation functions 106 Chapter 11: Continual Service Improvement (CSI) 113 The CSI approach 113 Measurement 113 The Deming Cycle 116 The Seven-Step Improvement Process 117 The CSI register 121 Chapter 12: Roles 123 Process owner 123 Process manager 123 Process practitioner 124 Service owner 125 The RACI Model 125 Chapter 13: Service Management Automation 127 Planning for automation 128 Chapter 14: Service Management Skills and Training 129 Chapter 15: The ITIL Qualification Scheme 131 Chapter 16: The Foundation Exam 133 ITG Resources 135

About the Author

Claire Agutter has been an ITIL principal lecturer since 2007. She has been involved in exam panels for ITIL V2 and V3, and has provided online ITIL training to hundreds of successful Foundation delegates through IT Training Zone Ltd.