Introduction... 1 Part I: How ITIL Can Help You... 7

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1 Contents at a Glance Introduction... 1 Part I: How ITIL Can Help You... 7 Chapter 1: Managing IT Services: Welcome to the World of ITIL...9 Chapter 2: Using the Building Blocks of ITIL...19 Chapter 3: Outlining the Structure of ITIL...37 Part II: Getting to Grips with the Service Lifecycle and the Processes Chapter 4: Thinking It Through: Service Strategy...63 Chapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management Processes...95 Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes Chapter 7: Getting Physical: Service Transition Chapter 8: Making Services Work Every Day: Service Operation Chapter 9: Striving to Do Better: Continual Service Improvement Part III: Getting Practical Chapter 10: Implementing ITIL Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset Chapter 12: Going Back to the Drawing Board: Design Projects Chapter 13: Organising the Troops: Transition Projects Part IV: The Part of Tens COPYRIGHTED MATERIAL Chapter 14: Ten Ways to Help ITIL Work for You Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins Chapter 16: Ten Places to Go for Help Part V: Appendixes Appendix A: Getting Qualified in ITIL Appendix B: Glossary Appendix C: Cross Referencing Processes Index

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3 Table of Contents Introduction... 1 About This Book...1 Foolish Assumptions...2 How This Book Is Organised...3 Part I: How ITIL Can Help You...3 Part II: Getting to Grips with the Service Lifecycle and the Processes...3 Part III: Getting Practical...3 Part IV: The Part of Tens...4 Part V: Appendixes...4 Icons Used in This Book...4 Where to Go from Here...5 Part I: How ITIL Can Help You... 7 Chapter 1: Managing IT Services: Welcome to the World of ITIL Defining Some Basic Terms...10 Equating Service Management with Customer Service...11 Seeing why IT service users complain...11 Understanding the IT provider s point of view...12 Why can t customers and IT just talk to each other?...12 Improving IT services...13 Understanding ITIL: Best Practice Guidance...13 Piecing Together the Jigsaw: The Content of ITIL...15 Debunking Some Common Misconceptions about ITIL...16 Treating ITIL as training only...16 Misinterpreting ITIL...16 Thinking ITIL is for the service desk and support staff only...17 Believing that processes introduce unnecessary bureaucracy...17 Assuming that ITIL uses a lot of time, staff and money...17 Taking the ITIL Qualifications...18 Chapter 2: Using the Building Blocks of ITIL Defining Services...19 Understanding IT Service Management...21 Understanding Who Provides the IT Services...22

4 x ITIL For Dummies Knowing the IT Service Management Stakeholders...23 The user...23 The customer...24 The supplier...24 Creating Value...25 Considering utility...25 Weighing up warranty...26 Having the Right Assets...27 Resources...27 Capabilities...28 Using your assets...29 Exploring Processes, Functions and Roles...30 Understanding processes...30 Understanding functions...31 Understanding roles...32 Using processes, functions and roles in service management...32 Who Does What? Looking at Some Important Roles...32 The service owner...33 The process owner...34 The process manager...34 The process practitioner...35 Understanding Governance...35 Chapter 3: Outlining the Structure of ITIL Getting to Know the Service Lifecycle...37 Introducing service strategy...39 Considering service design...41 Looking at service transition...42 Moving on to service operation...43 Maintaining success with continual service improvement...44 Applying the service lifecycle to IT projects...45 So Who Actually Carries Out ITIL Activities? Understanding the Functions...46 Dealing with the Users: The Service Desk...49 Knowing what the service desk does...50 Choosing a service desk structure...51 Getting the right service desk staff...53 Managing the Day-to-day Stuff: IT Operations Management...54 Considering teams and skills...55 Looking at typical activities...55 Managing the Technology...56 Considering teams and skills...56 Looking at typical activities...57 Managing the Applications...58 Considering teams and skills...59 Looking at typical activities...59

5 Table of Contents xi Part II: Getting to Grips with the Service Lifecycle and the Processes Chapter 4: Thinking It Through: Service Strategy Understanding Strategy...64 Understanding the Purpose of the Service Strategy Stage...65 Understanding Some Basic Principles...66 The value proposition...66 Understanding what the customer wants...67 Service providers...67 Overview of the Service Strategy Processes...68 Knowing Your Services: Service Portfolio Management...69 Defining some service portfolio management terms...69 Looking at the activities of service portfolio management...75 Managing Your Finances: Financial Management for IT Services...78 Creating a cost model...79 Creating a business case...81 Looking at the activities of financial management for IT services...82 Identifying the Demand: Demand Management...83 Defining some demand management terms...84 Looking at the activities of demand management...86 Getting Friendly with Your Customers: Business Relationship Management...88 Explaining the terminology...89 The activities of business relationship management...90 Using Technology for Service Strategy...92 Technology to support the service strategy activities...92 Automation...93 Chapter 5: Are We All Agreed? Service Design Part 1: The Relationship Management Processes Understanding the Purpose of the Service Design Lifecycle Stage...96 Understanding Some Basic Principles...96 Keeping in mind the four Ps of service design...96 Knowing the five aspects of service design...97 Creating a service design package...97 Managing Service Levels: Service Level Management...98 Defining some service level management terms...98 Looking at the activities of service level management Keeping Information about the Live Services: Service Catalogue Management Defining the service catalogue Looking at the activities of service catalogue management...110

6 xii ITIL For Dummies Getting Friendly with Third-party Suppliers: Supplier Management Defining some supplier management terms Looking at the activities of supplier management Design Coordination Identifying Service Design Roles Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes Making Sure the Service Is Available: Availability Management Seeing the process in action Defining some availability management terms Improving availability Looking at the activities of availability management Have We Got Enough? Capacity Management Defining some capacity management terms Understanding capacity management sub-processes Looking at the activities of capacity management Being Prepared for Anything: IT Service Continuity Management Defining some IT service continuity management terms Looking at the activities of IT service continuity management Ensuring Security: Information Security Management Defining some information security management terms Looking at the activities of information security management Identifying Service Design Roles Chapter 7: Getting Physical: Service Transition Understanding the Purpose of the Service Transition Lifecycle Phase Looking at an Overview of the Service Transition Processes Controlling Change: Change Management Defining some change management terms Deciding the scope of your change management process Looking at the activities of change management Knowing What You ve Got: Service Asset and Configuration Management Understanding the asset and configuration aspects Defining some service asset and configuration management terms Looking at the activities of SACM Getting the Release Out There: Release and Deployment Management Defining some release and deployment management terms Looking at the activities of release and deployment management Making Better Decisions: Knowledge Management Defining some knowledge management terms Looking at the activities Transition Planning and Support Identifying Service Transition Roles...164

7 Table of Contents xiii Chapter 8: Making Services Work Every Day: Service Operation..167 Understanding the Purpose of the Service Operation Lifecycle Stage Understanding Some Basic Principles Getting the balance right Communicating well Listening to the Technology: Event Management Defining some event management terminology Looking at the activities of event management Stuff Happens: Incident Management Balancing incident management and problem management Defining some incident management terms Looking at the activities of incident management Dealing with Those Strange Things the User Asks for: Request Fulfilment Defining some request fulfilment terms Looking at the activities of request fulfilment Allowing the Right People to Use Your Services: Access Management Defining some access management terms Looking at the activities of access management Getting to the Bottom of an Issue: Problem Management Defining some problem management terms Looking at the problem management activities Identifying Service Operation Roles Service desk roles Incident management, request fulfilment and access management roles Problem management roles Event management roles Chapter 9: Striving to Do Better: Continual Service Improvement..195 Understanding the Purpose of the CSI Lifecycle Stage Understanding Some Basic Principles Looking at the activities Creating a business case for improvement Identifying baselines Keeping a register of improvements Knowing Where to Start The Deming Cycle The CSI approach Measuring, Measuring, Measuring Identifying what to measure Deciding what to measure and how Working out how to use measurements Understanding the seven-step improvement process Linking Governance and CSI Getting to Grips with Risk Identifying CSI Roles...212

8 xiv ITIL For Dummies Part III: Getting Practical Chapter 10: Implementing ITIL Planning to Implement ITIL Seeing how projects fit with implementing ITIL Using the service lifecycle to implement the ITIL processes Creating a Plan for Your Implementation Project Using the CSI approach Grouping ITIL processes for implementation Implementing the service lifecycle Assessing the maturity of processes Deciding which processes and in what order Designing Your Processes Knowing what to adopt and what to adapt Allocating roles and responsibilities and using the RACI matrix Following an Example Implementation Project The scenario The planning phase The design phase Dealing with the People Stuff: Organisational Change Planning to involve people Identifying stakeholders Communicating effectively Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset Defining a Strategic Asset Creating a Strategy for Your Services: Strategy Management for IT Services Carrying out a strategic assessment Generating strategy Executing strategy Defining Services Step 1: Defining the market and identifying customers Step 2: Understanding the customer Step 3: Quantifying the outcomes Step 4: Classifying and visualising the service Step 5: Understanding the opportunities (market spaces) Step 6: Defining services based on outcomes Step 7: Defining service models Step 8: Defining service units and packages Working through Examples Internal provider example External provider example Using Service Portfolio Management to Implement Your Strategy Have you already got a suitable service? Using the activities of service portfolio management Getting to Grips with Demand Management...260

9 Table of Contents xv Chapter 12: Going Back to the Drawing Board: Design Projects Seeing What Happens in a Service Design Project Gathering and analysing requirements Designing solutions Bringing Together ITIL and Service Design Projects Following the design process Coordinating the design processes ITIL and requirements ITIL and design Looking at an Example of a Service Design Project Chapter 13: Organising the Troops: Transition Projects Introducing Service Transition Projects Seeing What Happens in a Service Transition Project Getting started Building services Testing the service Implementing the service Bringing Together ITIL and Service Transition Projects Service validation and testing Change evaluation Linking the service transition processes ITIL and build, test and implement Finishing off the projects: business acceptance and sign-off Looking at an Example of a Service Transition Project Part IV: The Part of Tens Chapter 14: Ten Ways to Help ITIL Work for You Detailing Your Vision for ITIL Having a Plan Doing Your Homework: Building a Good Business Case Involving People Getting the Right People Involved Communicating Documenting Training Being Pragmatic Persevering When Something Doesn t Go as Planned Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins Implementing Basic Service Level Management Introducing a Service Level Agreement Creating an Operational Level Agreement Setting Up a Service Desk Cataloguing Services...312

10 xvi ITIL For Dummies Establishing Some Basic Change Control Knowing the Difference between Incidents and Problems Measuring Your Achievements Gathering Tools Getting Your Staff ITIL Trained Chapter 16: Ten Places to Go for Help Your Colleagues The Internet Cabinet Office APM Group Examination Institutes ITIL Live IT Service Management Forum (ITSMF) ISO/IEC Complementary Approaches SFIA Part V: Appendixes Appendix A: Getting Qualified in ITIL Looking at the ITIL Qualification Structure Foundation Intermediate Expert Master Examining the Exams Knowing Where to Attend Courses and Sit Exams Appendix B: Glossary Appendix C: Cross Referencing Processes Index