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Contents About the Author xv About the Technical Reviewer xvii Acknowledgments xix Preface xxi Introduction xxiii ■Chapter ■ 1: Service Management as a Practice 1 1.1 Importance of Service Management .............................................. 1 1.2 Introduction to IT Service Management ......................................... 2 1.3 Wel<strong>com</strong>e to the World of ITIL .......................................................... 2 1.4 Why ITIL Is Successful .................................................................... 3 1.4.1 ITIL Is Based on Best Practices ....................................................................4 1.4.2 ITIL Is Nonprescriptive ..................................................................................4 1.4.3 ITIL Is Vendor and Technology Neutral ..........................................................4 1.4.4 ITIL Is Nonproprietary ...................................................................................4 1.5 Best Practices Trump Proprietary Knowledge ................................ 5 1.6 Introduction to IT Service ............................................................... 5 1.6.1 Understanding the Definition ........................................................................5 1.6.2 Understanding ITIL with a Non-IT Example ..................................................6 1.7 Main Stakeholders in Service Management .................................. 7 1.7.1 Customers ....................................................................................................7 1.7.2 Users ............................................................................................................7 1.7.3 Suppliers ......................................................................................................7 vii
■ Contents 1.8 Internal and External Customers .................................................... 8 1.8.1 The Concept ..................................................................................................8 1.8.2 The Difference ..............................................................................................9 1.9 Processes ....................................................................................... 9 1.9.1 Characteristics of a Process .......................................................................10 1.9.2 The Process Model .....................................................................................11 1.10 Functions ................................................................................... 12 1.11 Intersect Between Processes and Functions ............................. 13 1.12 Practice Exercises ...................................................................... 14 1.13 Summary .................................................................................... 15 ■Chapter ■ 2: Generic Concepts 17 2.1 Utility and Warranty ...................................................................... 17 2.1.1 Elements That Create Value ........................................................................18 2.1.2 Utility of a Service ......................................................................................19 2.1.3 Warranty of a Service .................................................................................20 2.2 Assets, Resources, and Capabilities ............................................. 22 2.2.1 Resources ...................................................................................................23 2.2.2 Capabilities .................................................................................................23 2.2.3 Assets .........................................................................................................24 2.3 Types of Service Providers ........................................................... 24 2.3.1 Type 1: Internal Service Provider ................................................................24 2.3.2 Type 2: Shared Service Unit ........................................................................25 2.3.3 Type 3: External Service Provider ...............................................................25 2.4 Types of Services ......................................................................... 25 2.4.1 Core Service ...............................................................................................26 2.4.2 Enabling Service .........................................................................................26 2.4.3 Enhancing Service ......................................................................................27 viii
Page 1 and 2: Become ITIL Foundation Certified in
Page 3 and 4: Become ITIL Foundation Certified in
Page 5: Contents at a Glance About the Auth
Page 9 and 10: ■ Contents ■Chapter ■ 4: Serv
Page 11 and 12: ■ Contents 6.4 Service Transition
Page 13 and 14: ■ Contents ■Chapter ■ 9: ITIL
Page 15 and 16: About the Technical Reviewer Sumit
Page 17 and 18: Preface When my first book, Communi
Page 19 and 20: CHAPTER 1 Service Management as a P
Page 21 and 22: Chapter 1 ■ Service Management as
Page 29 and 30: 1.9.1.2 Process Deliver Specific Re
Page 35 and 36: Chapter 2 ■ Generic Concepts Chap
Page 37 and 38: Chapter 2 ■ Generic Concepts Tabl
Page 39 and 40: Chapter 2 ■ Generic Concepts 2.1.
Page 41 and 42: Chapter 2 ■ Generic Concepts 2.2.
Page 43 and 44: Chapter 2 ■ Generic Concepts ENAB
Page 45 and 46: Chapter 2 ■ Generic Concepts Figu
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Page 49 and 50: CHAPTER 3 ITIL Service Lifecycle Th
Page 51 and 52: Chapter 3 ■ ITIL Service Lifecycl
Page 53 and 54: Chapter 3 ■ ITIL Service Lifecycl
Page 55 and 56: 3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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Chapter 3 ■ ITIL Service Lifecycl
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Serv
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 4 ■ Service Strategy know
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4.8.1.1.3 Retired Services Chapter
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Chapter 4 ■ Service Strategy thro
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Chapter 4 ■ Service Strategy that
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Chapter 4 ■ Service Strategy 2. V
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Chapter 5 ■ Service Design Some e
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Chapter 5 ■ Service Design 5.4 Fo
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Chapter 5 ■ Service Design 4. Pro
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Chapter 5 ■ Service Design • Se
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Chapter 5 ■ Service Design To sta
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Chapter 5 ■ Service Design 5.7.1.
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Chapter 5 ■ Service Design Jan Fe
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Chapter 5 ■ Service Design with t
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Chapter 5 ■ Service Design Think
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Chapter 5 ■ Service Design To sta
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Chapter 5 ■ Service Design have a
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Chapter 5 ■ Service Design Polici
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Chapter 5 ■ Service Design Tradit
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Chapter 5 ■ Service Design Unlike
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Chapter 5 ■ Service Design 5.7.5
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Chapter 5 ■ Service Design For ex
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Chapter 5 ■ Service Design Anyway
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Chapter 5 ■ Service Design busine
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Chapter 5 ■ Service Design 3. Agr
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Chapter 5 ■ Service Design When d
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Chapter 5 ■ Service Design 7. If
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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Chapter 6 ■ Service Transition Cr
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Chapter 6 ■ Service Transition It
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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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6.4.1.10 Change Management Interfac
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Chapter 6 ■ Service Transition fr
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Chapter 6 ■ Service Transition Au
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Chapter 6 ■ Service Transition an
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Chapter 6 ■ Service Transition Ac
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Chapter 6 ■ Service Transition Th
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Chapter 6 ■ Service Transition 6.
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Chapter 6 ■ Service Transition WI
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Chapter 6 ■ Service Transition Co
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Chapter 6 ■ Service Transition 10
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6.5 Practice Exercises 1. Which of
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Chapter 6 ■ Service Transition 10
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations
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Chapter 7 ■ Service Operations Yo
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Chapter 7 ■ Service Operations Th
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Chapter 7 ■ Service Operations In
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations 7.
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Chapter 7 ■ Service Operations No
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Chapter 7 ■ Service Operations It
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Chapter 7 ■ Service Operations at
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Chapter 7 ■ Service Operations Ga
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Chapter 7 ■ Service Operations Ap
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Chapter 8 ■ Continual Service Imp
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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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