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... 61 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...117 Chapter 7: Getting Physical: Service Transition...139 Chapter 8: Making Services Work Every Day: Service Operation...167 Chapter 9: Striving to Do Better: Continual Service Improvement...195 Part III: Getting Practical... 215 Chapter 10: Implementing ITIL...217 Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset...245 Chapter 12: Going Back to the Drawing Board: Design Projects...265 Chapter 13: Organising the Troops: Transition Projects...281 Part IV: The Part of Tens... 301 COPYRIGHTED MATERIAL Chapter 14: Ten Ways to Help ITIL Work for You...303 Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins...309 Chapter 16: Ten Places to Go for Help...317 Part V: Appendixes... 323 Appendix A: Getting Qualified in ITIL...325 Appendix B: Glossary...333 Appendix C: Cross Referencing Processes...349 Index... 355
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.....9 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.....................19 Defining Services...19 Understanding IT Service Management...21 Understanding Who Provides the IT Services...22
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........................37 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
Table of Contents xi Part II: Getting to Grips with the Service Lifecycle and the Processes... 61 Chapter 4: Thinking It Through: Service Strategy.................63 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.......................95 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...103 Keeping Information about the Live Services: Service Catalogue Management...107 Defining the service catalogue...107 Looking at the activities of service catalogue management...110
xii ITIL For Dummies Getting Friendly with Third-party Suppliers: Supplier Management...110 Defining some supplier management terms...112 Looking at the activities of supplier management...113 Design Coordination...115 Identifying Service Design Roles...116 Chapter 6: Designing Services to Be Fit for Use: Service Design Part 2: The Warranty Processes.................117 Making Sure the Service Is Available: Availability Management...118 Seeing the process in action...119 Defining some availability management terms...120 Improving availability...121 Looking at the activities of availability management...121 Have We Got Enough? Capacity Management...123 Defining some capacity management terms...125 Understanding capacity management sub-processes...126 Looking at the activities of capacity management...127 Being Prepared for Anything: IT Service Continuity Management...128 Defining some IT service continuity management terms...129 Looking at the activities of IT service continuity management...130 Ensuring Security: Information Security Management...131 Defining some information security management terms...133 Looking at the activities of information security management...136 Identifying Service Design Roles...137 Chapter 7: Getting Physical: Service Transition.................139 Understanding the Purpose of the Service Transition Lifecycle Phase... 139 Looking at an Overview of the Service Transition Processes...140 Controlling Change: Change Management...141 Defining some change management terms...142 Deciding the scope of your change management process...144 Looking at the activities of change management...144 Knowing What You ve Got: Service Asset and Configuration Management...148 Understanding the asset and configuration aspects...148 Defining some service asset and configuration management terms...149 Looking at the activities of SACM...151 Getting the Release Out There: Release and Deployment Management...154 Defining some release and deployment management terms...155 Looking at the activities of release and deployment management...158 Making Better Decisions: Knowledge Management...160 Defining some knowledge management terms...161 Looking at the activities...162 Transition Planning and Support...163 Identifying Service Transition Roles...164
Table of Contents xiii Chapter 8: Making Services Work Every Day: Service Operation..167 Understanding the Purpose of the Service Operation Lifecycle Stage...168 Understanding Some Basic Principles...169 Getting the balance right...169 Communicating well...170 Listening to the Technology: Event Management...170 Defining some event management terminology...171 Looking at the activities of event management...172 Stuff Happens: Incident Management...174 Balancing incident management and problem management...174 Defining some incident management terms...175 Looking at the activities of incident management...176 Dealing with Those Strange Things the User Asks for: Request Fulfilment...179 Defining some request fulfilment terms...181 Looking at the activities of request fulfilment...182 Allowing the Right People to Use Your Services: Access Management... 183 Defining some access management terms...183 Looking at the activities of access management...185 Getting to the Bottom of an Issue: Problem Management...186 Defining some problem management terms...186 Looking at the problem management activities...189 Identifying Service Operation Roles...191 Service desk roles...192 Incident management, request fulfilment and access management roles...192 Problem management roles...193 Event management roles...193 Chapter 9: Striving to Do Better: Continual Service Improvement..195 Understanding the Purpose of the CSI Lifecycle Stage...196 Understanding Some Basic Principles...197 Looking at the activities...197 Creating a business case for improvement...199 Identifying baselines...200 Keeping a register of improvements...201 Knowing Where to Start...201 The Deming Cycle...201 The CSI approach...202 Measuring, Measuring, Measuring...204 Identifying what to measure...204 Deciding what to measure and how...205 Working out how to use measurements...206 Understanding the seven-step improvement process...207 Linking Governance and CSI...210 Getting to Grips with Risk...210 Identifying CSI Roles...212
xiv ITIL For Dummies Part III: Getting Practical... 215 Chapter 10: Implementing ITIL.................................217 Planning to Implement ITIL...218 Seeing how projects fit with implementing ITIL...218 Using the service lifecycle to implement the ITIL processes...219 Creating a Plan for Your Implementation Project...220 Using the CSI approach...221 Grouping ITIL processes for implementation...222 Implementing the service lifecycle...224 Assessing the maturity of processes...225 Deciding which processes and in what order...226 Designing Your Processes...227 Knowing what to adopt and what to adapt...227 Allocating roles and responsibilities and using the RACI matrix... 228 Following an Example Implementation Project...232 The scenario...232 The planning phase...233 The design phase...234 Dealing with the People Stuff: Organisational Change...241 Planning to involve people...242 Identifying stakeholders...243 Communicating effectively...243 Chapter 11: Getting Carried Away: Using Service Management as a Strategic Asset.............................245 Defining a Strategic Asset...246 Creating a Strategy for Your Services: Strategy Management for IT Services...246 Carrying out a strategic assessment...247 Generating strategy...248 Executing strategy...249 Defining Services...251 Step 1: Defining the market and identifying customers...251 Step 2: Understanding the customer...252 Step 3: Quantifying the outcomes...252 Step 4: Classifying and visualising the service...253 Step 5: Understanding the opportunities (market spaces)...254 Step 6: Defining services based on outcomes...254 Step 7: Defining service models...254 Step 8: Defining service units and packages...255 Working through Examples...255 Internal provider example...255 External provider example...257 Using Service Portfolio Management to Implement Your Strategy...259 Have you already got a suitable service?...259 Using the activities of service portfolio management...260 Getting to Grips with Demand Management...260
Table of Contents xv Chapter 12: Going Back to the Drawing Board: Design Projects...265 Seeing What Happens in a Service Design Project...265 Gathering and analysing requirements...266 Designing solutions...267 Bringing Together ITIL and Service Design Projects...270 Following the design process...270 Coordinating the design processes...272 ITIL and requirements...273 ITIL and design...274 Looking at an Example of a Service Design Project...277 Chapter 13: Organising the Troops: Transition Projects...........281 Introducing Service Transition Projects...281 Seeing What Happens in a Service Transition Project...283 Getting started...283 Building services...283 Testing the service...285 Implementing the service...287 Bringing Together ITIL and Service Transition Projects...288 Service validation and testing...288 Change evaluation...290 Linking the service transition processes...291 ITIL and build, test and implement...292 Finishing off the projects: business acceptance and sign-off...295 Looking at an Example of a Service Transition Project...296 Part IV: The Part of Tens... 301 Chapter 14: Ten Ways to Help ITIL Work for You.................303 Detailing Your Vision for ITIL...303 Having a Plan...304 Doing Your Homework: Building a Good Business Case...304 Involving People...305 Getting the Right People Involved...305 Communicating...306 Documenting...306 Training...307 Being Pragmatic...308 Persevering When Something Doesn t Go as Planned...308 Chapter 15: Ten Key Bits of ITIL: Some Possible Quick Wins......309 Implementing Basic Service Level Management...309 Introducing a Service Level Agreement...310 Creating an Operational Level Agreement...311 Setting Up a Service Desk...312 Cataloguing Services...312
xvi ITIL For Dummies Establishing Some Basic Change Control...313 Knowing the Difference between Incidents and Problems...313 Measuring Your Achievements...314 Gathering Tools...314 Getting Your Staff ITIL Trained...315 Chapter 16: Ten Places to Go for Help..........................317 Your Colleagues...317 The Internet...318 Cabinet Office...319 APM Group...319 Examination Institutes...320 ITIL Live...320 IT Service Management Forum (ITSMF)...321 ISO/IEC 20000...321 Complementary Approaches...321 SFIA...322 Part V: Appendixes... 323 Appendix A: Getting Qualified in ITIL...........................325 Looking at the ITIL Qualification Structure...325 Foundation...326 Intermediate...327 Expert...329 Master...330 Examining the Exams...330 Knowing Where to Attend Courses and Sit Exams...331 Appendix B: Glossary........................................333 Appendix C: Cross Referencing Processes......................349 Index... 355