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Chapter 2 ■ Generic Concepts 3. For a service provider who provides cable TV, what type of a service is the cabling? a. Enabling service b. Enhancing service c. Business service d. Core service 4. What does an IT service offer customers? a. Value and outcomes b. Contracts and agreements c. Customer service and technology d. Processes and functions 5. A service-level agreement is signed between which of these two parties? a. Customer and supplier b. Supplier and service provider c. Service provider and customer d. Customer and government 2.7 Summary In this chapter, I touched on various management topics that are not unique to ITIL alone. These included the concept of creating value through utility and warranty and the various components (assets, resources, and capabilities) that create an IT service. Further, I discussed the three types of service providers and the three types of services. Lastly, I described the various agreements that exist in IT service management: SLAs, OLAs, and UCs. In the next chapter, you will be introduced to the ITIL service lifecycle, which consists of five distinct phases. 31
CHAPTER 3 ITIL Service Lifecycle The ITIL service management framework we have today was not born overnight. It has evolved through years of trials, errors, and endurances. Service organizations learned the art of IT service management through trial and error. The practices that worked were continued forward, and these successful practices and activities laid the foundation for the ITIL as we know it today. My first experience of ITIL was the second version of ITIL, two versions previous to the current version. When I picked it up (ITIL v2) and read through it, cover to cover, I was amazed at how all the aspects of service management were brought forth and shaped. So when ITIL v3 was introduced, a reporter who had insight into the changes described ITIL v3 as a paradigm shift and strategically different. And my first taste of ITIL v3 just blew my socks away! While ITIL v2 introduced two silos—service delivery and service support—to carry out various service management activities, ITIL v3 spun a story in the service management world that brought about the idea of creating an IT service, progressing onward to further developmental and deployment stages of IT services. The IT service story in ITIL v3 is a good one. Its flow and logic make it rugged, flexible, and adaptable to IT service provider organizations. In this chapter, I will introduce the lifecycle of IT services and how a service can be incepted, designed, built, tested, and transitioned into operations. The story does not end here; - it adopts Deming’s quality principles (discussed in chapter 8 - Continual Service Improvement) to provide momentum and mature over time. 3.1 ITIL Service Lifecycle ITIL v3 (ITIL henceforth) was derived from various high-level activities that encounter an IT service, and each of these high-level activities were introduced as phases in the ITIL service lifecycle. The five phases are: 1. Service strategy 2. Service design 3. Service transition 4. Service operations 5. Continual service improvement © Abhinav Krishna Kaiser 2017 A. K. Kaiser, Become ITIL Foundation Certified in 7 Days, DOI 10.1007/978-1-4842-2164-8_3 33
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Page 5 and 6: Contents at a Glance About the Auth
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CHAPTER 6 Service Transition Transi
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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