Contents Acknowledgements 3 About this guide 1 Introduction to the ITIL Service Management framework 7 1.1 Good practice 7 1.2 The ITIL framework 7 1.3 What is Service Management? 10 1. The ITIL Service Management model 11 2 Service Strategy 15 2.1 Goals, objectives, scope and value (SS 1.3) 15 2.2 Key principles 18 2.3 Processes and activities 2 3 Service Design 2 3.1 Goals, objectives, scope and value (SD 2., 3.1) 2 3.2 Key principles 5 3.3 Processes and activities 8 3. Technology considerations (SD 7) 85 Service Transition 88.1 Goals, objectives, scope and value (ST 1.3, 2.) 88.2 Key principles (ST 3.1) 89.3 Processes and activities 90
5 Service Operation 122 5.1 Goals, objectives, scope and value (SO 2.) 122 5.2 Key principles 123 5.3 Processes and activities 125 5. Processes from other lifecycle stages 1 5.5 Functions 17 6 Continual Service Improvement 162 6.1 Goals, objectives, scope and value (CSI 2.) 162 6.2 Key principles 16 6.3 Processes and activities 168 6. Additional organization roles 177 7 Qualifications 180 7.1 Overview 180 7.2 Foundation 180 7.3 Intermediate level 181 7. ITIL Expert 182 7.5 ITIL Master 182 7.6 Existing ITIL v1 and v2 qualifications 182 Related standards and other sources 18 Further guidance and contact points 186
About this guide This guide provides a quick reference to the ITIL framework for good practice in Service Management. It is designed as a study aid for students taking ITIL Foundation qualifications, and as a handy portable reference source for managers, practitioners, vendors and consultants, in the workplace and on the move. This guide is not intended to replace the more detailed ITIL publications, nor to be a substitute for a course provider s training materials. Using this guide to obtain the ITIL Foundation certificate in IT Service Management The content of this guide includes the learning experiences required by version.2 of the Foundation qualification syllabus. The guide also provides additional material for students and others who want a balanced level of understanding across the whole of ITIL. References to the ITIL core publications are provided with the relevant section headings. To help students studying for the Foundation qualification, the headings in this guide are identified with one of the following symbols to indicate whether the knowledge they contain should be studied. Symbol Significance The syllabus requires knowledge of this topic. This is a key process or function which should be learned in more detail and for which there may be more questions in the exam. 8 This is material that may be of interest to the reader but is not required for the exam.
Specific terminology required by the syllabus is defined the first time it is used. For more detail, see the current syllabus published by the APM Group. Table 1 provides an alphabetical list of the ITIL Service Management processes with cross-references to the publication in which they are primarily defined, and where significant further expansion is provided. Most processes play a role during each lifecycle stage, but only significant references are included. Table 1 ITIL Service Management processes Service Management process Syllabus Primary source 7-Step Improvement Process 8 CSI Access Management SO Availability Management SD CSI Further expansion Capacity Management SD SO, CSI Change Management ST Demand Management SS SD Evaluation 8 ST Event Management SO Financial Management SS About this guide 5 Incident Management SO CSI Information Security Management SD SO IT Service Continuity Management SD CSI Knowledge Management ST CSI
6 About this guide Problem Management SO CSI Release and Deployment ST SO Management Request Fulfilment SO Service Asset and Configuration Management ST SO Service Catalogue Management SD SS Service Level Management SD CSI Service Measurement 8 CSI Service Portfolio Management 8 SS SD Service Reporting 8 CSI Service Validation and Testing 8 ST Service Strategy (strategy 8 SS generation) Supplier Management SD Transition Planning and Support 8 ST Function Application Management SO IT Operations Management SO Service Desk SO Technical Management SO For the processes marked 8, knowledge of some of their concepts is still required for Foundation. These are marked within the relevant chapters. Note that the expansion of the acronyms can be found in section 1.2.