Introduction to ITIL®

The Key to Managing IT Services

The Stationery Office

Publisher: The Stationery Office, 2007 , 242 pages

ISBN: 978-0-11-330973-3

Synopsis:

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Best Practice

ITIL® (the IT Infrastructure Library) is the most widely accepted approach to IT Service Management in the world. ITIL® provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems.

 ITIL® is based on the collective experience of commercial and government practitioners worldwide. This has been distilled into one reliable, coherent approach, which is fast becoming a de facto standard used by some of the world's leading businesses.

The Introduction to ITIL® covers all the products in the ITIL® series. It provides a thorough and convenient introduction to the field of IT Service Management and the ITIL® books. It is ideal for the student, the practitioner or those needing a grasp of the concepts in order to interface with Service Managers.

The International itSMF organization, through its International Publications Executive Sub-Committee (IPESC), comprised of a council of members from global itSMF chapters has given its formal itSMF International endorsement to this book.

Table of Contents:

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• Introduction
1. Introduction
2. IT Service Management - Background
• 2.1 Services and Quality
• 2.2 Organization and Policies
• Process Management
3. Introduction to ITIL
• 3.1 Background
• 3.2 Organizations
• 3.3 The ITIL publications
• Service Support
4. Incident Management
• 4.1 Introduction
• 4.2 Objectives
• 4.3 The process
• 4.4 Activities
• 4.5 Process control
• 4.6 Costs and possible problems
5. Problem Management
• 5.1 Introduction
• 5.2 Objectives
• 5.3 The process
• 5.4 Activities
• 5.5 Process control
• 5.6 Costs and possible problems
6. Configuration Management
• 6.1 Introduction
• 6.2 Objectives
• 6.3 Process
• 6.4 Activities
• 6.5 Process control
• 6.6 Costs and possible problems
7. Change Management
• 7.1 Introduction
• 7.2 Objectives
• 7.3 Process
• 7.4 Activities
• 7.5 Process control
• 7.6 Costs and possible problems
8. Release Management
• 8.1 Introduction
• 8.2 Objectives
• 8.3 The process
• 8.4 Activities
• 8.5 Costs and possible problems
9. Service Desk
• 9.1 Introduction
• 9.2 Objectives
• 9.3 Structure
• 9.4 Activities
• 9.5 Effectiveness
• Service Delivery
10. Service Level Management
• 10.1 Introduction
• 10.2 Objectives
• 10.3 Process
• 10.4 Activities
• 10.5 Process control
• 10.6 Costs and possible problems
11. Financial Management for IT Services
• 11.1 Introduction
• 11.2 Objectives
• 11.3 Process
• 11.4 Activities
• 11.5 Process control
• 11.6 Costs and possible problems
12. Capacity Management
• 12.1 Introduction
• 12.2 Objectives
• 12.3 Process
• 12.4 Activities
• 12.5 Process control
• 12.6 Costs and possible problems
13. IT Service Continuity Management
• 13.1 Introduction
• 13.2 Objectives
• 13.3 Process
• 13.4 Activities
• 13.5 Process control
• 13.6 Costs and possible problems 
14. Availability Management
• 14.1 Introduction
• 14.2 Objectives
• 14.3 Process
• 14.4 Activities
• 14.5 Process control
• 14.6 Costs and possible problems 
15. Security Management
• 15.1 Introduction
• 15.2 Objectives
• 15.3 Process
• 15.4 Activities
• 15.5 Process control
• 15.6 Costs and possible problems
16. ICT Infrastructure Management
• 16.1 Introduction
• 16.2 Objectives
• 16.3 Process
• 16.4 Activities
• 16.5 Process control
• 16.6 Costs and possible problems
17. Application Management
• 17.1 Introduction
• 17.2 Objectives
• 17.3 Process
• 17.4 Activities
• 17.5 Process control
• 17.6 Costs and possible problems
18. Business Perspective. The IS view on delivering services to the business
• 18.1 Introduction
• 18.2 Basic Concepts
• 18.3 The value of IT
• 18.4 The approach to business/IT alignment
• 18.5 Understanding the Business viewpoint
• 18.6 Managing the provision of service
• 18.7 Supplier Relation management
• 18.8 Roles, responsibilities and interfaces
19. Planning to implement Service Management
• 19.1 Introduction
• 19.2 Basic Concepts
• 19.3 Stage 1: What is the vision?
• 19.4 Stage 2: Where are we now?
• 19.5 Stage 3: Where do we want to be?
• 19.6 Stage 4: How do we get where we want to be?
• 19.7 Stage 5: How do we check if milestones have  been reached?
• 19.8 Stage 6: How do we keep the momentum going?
• Appendix A: Sources
• A1. Further Reading
• A2. Relevant Wesites