Itil v3 foundation handbook pdf download

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The plan also contains scenarios for different predictions of business demand and costed options to deliver the agreed service level targets. Major problem is defined by the priority system. Service portfolio management is more than the passive administration of a list of services; it is the governance process of the service portfolio — the process by which a service provider manages its investments across the service lifecycle, considering each service in terms of the business value it provides.

The assets of a service provider include anything that could contribute to the delivery of a service. Possible improvements are discussed and initiated as necessary. Coordination between functions through shared processes is a common organizational design. Refresh Page if you Not Found The Books 4. Ensures customers are appropriately involved and represented. The value of the service to the customer is directly dependent on how well a service facilitates these outcomes. Patterns of business activity are used to help the IT service provider understand and plan for different levels of business activity. Definition: operational level agreement 4 An agreement between an IT service provider and another part of the same organization.

This requires the service provider to take pause to consider their current and planned operating models, and to achieve a clear view of the type of service provider they are or what they may need to become. Six Sigma tries to reduce process variation. Definition: impact 4 Impact is a measure of the effect of an incident, problem or change on business processes.

ITIL V3 Foundation Handbook - The scopes of capacity and demand management seem to overlap, with demand management as an aspect of capacity management. Several activities may be done in parallel, e.

About this guideThis 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. 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. This is material that may be of interest to the reader but is not required for the exam. 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 7-Step Improvement Process Access Management Availability Management Capacity Management Change Management Demand Management Evaluation Event Management Financial Management Incident Management Information Security Management IT Service Continuity Management Syllabus Primary Further source expansion 4 4 4 4 4 4 8 4 4 4 4 4 CSI SO SD SD ST SS ST SO SS SO SD SD CSI SO CSI SD CSI SO, CSI 6 Knowledge Management Problem Management Release and Deployment Management Request Fulfilment Service Asset and Configuration Management Service Catalogue Management Service Level Management Service Measurement Service Portfolio Management Service Reporting Service Validation and Testing Service Strategy strategy generation Supplier Management Transition Planning and Support Function Application Management IT Operations Management Service Desk Technical Management 8 4 4 4 4 4 ST SO ST SO ST SD SD CSI SS CSI ST SS SD ST SO SO SO SO CSI CSI SO SO SS CSI 4 8 8 8 8 8 4 8 4 4 SD 4 4 For the processes marked 8, knowledge of some of their concepts is still required for Foundation. These are marked 4 within the relevant chapters. Note that the expansion of the acronyms can be found in section 1. Adopting good practices in industry-wide use can help to improve capability. The objective of the ITIL Service Management framework is to provide services for customers that are fit for purpose, stable and so reliable that the business views them as a trusted provider. ITIL offers good-practice guidance applicable to all types of organizations that provide IT services to businesses. The framework is neither bureaucratic nor unwieldy if utilized sensibly and in full recognition of the business needs of the organization. Over this time, the framework has evolved from a specialized set of Service Management topics with a focus on function, to a process-based framework which now provides a broader holistic Service Lifecycle. Definition: Service Lifecycle 4 The Service Lifecycle is an approach to IT Service Management that emphasizes the importance of coordination and control across the various functions, processes and systems necessary to manage the full lifecycle of IT services. The Service Management Lifecycle approach considers the strategy, design, transition, operation and continuous improvement of IT services. The Service Lifecycle is described in a set of five publications. Each of these publications covers a stage of the Service Lifecycle see Figure 1. The outcomes that customers want to achieve are the reason why they purchase or use a service. The value of the service to the customer is directly dependent on how well a service facilitates these outcomes. Service Management is what enables a service provider to understand the services they are providing; to ensure that the services really do facilitate the outcomes their customers want to achieve; to understand the value of the services to their customers; and to understand and manage all of the costs and risks associated with those services. Definition: Service Management 4 Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. They include the processes, activities, functions and roles that a service provider uses to enable them to deliver services to their customers, as well as the ability to organize, manage knowledge, and understand how to facilitate outcomes that create value. Service Management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and Service Management considers the entire lifecycle from strategy through design and transition to operation and continual improvement. Within this context they must also reflect the strategies and policies of the service provider organization, as indicated in Figure 1. These requirements are identified and agreed at the Service Strategy stage within a Service Level Package SLP and a defined set of business outcomes. This passes to the Service Design stage where a service solution is produced together with a Service Design Package SDP containing everything necessary to take this service through the remaining stages of the lifecycle. Service Operation focuses on providing effective and efficient operational services to deliver the required business outcomes and value to the customer. Continual Service Improvement identifies opportunities for improvement anywhere within any of the lifecycle stages, based on measurement and reporting of the efficiency, effectiveness, cost-effectiveness and compliance of services, Service Management processes and technology. These models are intended to be re-usable in a variety of organizational contexts and help to take advantage of economies of scale and efficiencies. Central to these models are the overarching process elements that interact throughout the lifecycle.