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Title:

ITIL® V3 - A Pocket Guide

Editors (Inform-IT):

Jan van Bon (managing editor)
Arjen de Jong (co-author)
Axel Kolthof (co-author)
Mike Pieper (co-author)
Ruby Tjassing (co-author)
Annelies van der Veen (co-author)
Tieneke Verheijen (co-author)

Publisher:

Van Haren Publishing, Zaltbommel, www.vanharen.net

Design & layout:

CO2 Premedia bv, Amersfoort - NL

This digital publication is based upon the first edition, sixth impression with minor amendments, December 2009: with ISBN 978 90 8753 102 7

ISBN:

978 90 8753 999 3

© 2007 Van Haren Publishing
All rights reserved. No part of this publication may be reproduced in any form by print, photo print, microfilm or any other means without written permission by the publisher.
Although this publication has been composed with much care, neither author, nor editor, nor publisher can accept any liability for damage caused by possible errors and/or incompleteness in this publication.

ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.

© Crown copyright. Published under license from the Controller of Her Majesty’s Stationery Office.
© Crown copyright 2009. Reproduced under licence from OGC: cover diagram and diagrams 2.1, 4.1, 9.1, 9.2, 10.1, 10.2, 10.3, 10.4, 10.6, 10.7, 10.8, 11.1, 11.2, 11.3, 11.4, 11.5, 11.6, 11.7, 12.1, 12.2, 12.3, 12.4, 13.2.

TRADEMARK NOTICES

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

PRINCE2™ is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

The ITIL endorsement logo is a Trade Mark of the Office of Government Commerce

The ITIL licensed product Trade Mark is a Trade Mark of the Office of Government Commerce

COBIT® is a registered trademark of the Information Systems Audit and Control Association (ISACA)/IT Governance Institute (ITGI).

The PMBoK® is a registered trademark of the Project Management Institute (PMI).

Foreword

The long-awaited update of ITIL®, launched in June 2007, presents a rigorously updated source of best practice for IT service management. For most of the existing practitioners, trainers, consultants and other users of ITIL V2 documentation, there are significant changes as ITIL V3 follows quite a different approach. The updated version introduces the Service Lifecycle as the main structure for its guidance, whereas V2 is mainly based on processes and functions.

This concise summary offers a practical introduction to the content of the five ITIL V3 core books. It explains the structure of the new Service Lifecycle. In addition, by presenting the information about processes and functions in a separate section, it also provides support for all the existing users of V2 that are looking for a bridge to the new edition. This second section shows all the elements that were present in the Foundation-scope of ITIL V2, as well as all new processes, functions and main activities of V3.

This pocket guide provides the reader with a quick reference to the basic concepts of ITIL V3. Readers can use the Van Haren Publishing publication “Foundations of ITIL V3” or the ITIL core volumes (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) for more detailed understanding and guidance.

This pocket guide was produced in the same way as other Van Haren Publishing publications a broad team of expert editors, expert authors and expert reviewers contributed to a comprehensive text, and a great deal of effort was spent on the development and review of the manuscript. I’m convinced that this pocket guide will provide an excellent reference tool for practitioners, students and others who want a concise summary of the key ITIL V3 concepts.

Jan van Bon
Managing Editor

Acknowledgements

Following the official publication of ITIL V3, this pocket guide was developed as a concise summary of the ITIL V3 core books, by the authors of the publication “Foundations of ITIL V3”. For reasons of continuity the Review Team of the Foundation title was the base for the pocket guide Review Team. Additionally, all members of IPESC, itSMF International’s Publication Committee, were invited to participate in the review. Thirteen itSMF chapters actively participated in the review, with seventeen reviewers providing comments after reviewing the text.

The integrated Review Team was composed of the following:

•   Rob van der Burg, Microsoft, Netherlands

•   Judith Cremers, Getronics PinkRoccade Educational Services, Netherlands

•   Dani Danyluk, Burntsand, itSMF Canada

•   John Deland, Sierra Systems, itSMF Canada

•   Robert Falkowitz, Concentric Circle Consulting, itSMF Switzerland

•   Karen Ferris, itSMF Australia

•   Peter van Gijn, LogicaCMG, Netherlands

•   Jan Heunks, ICT Partners, Netherlands

•   Kevin Holland, NHS, UK

•   Ton van der Hoogen, Tot Z Diensten BV, Netherlands

•   Matiss Horodishtiano, Amdocs, itSMF Israel

•   Wim Hoving, BHVB, Netherlands

•   Brian Johnson, CA, USA

•   Steve Mann, SM2 Ltd, itSMF Belgium

•   Reiko Morita, Ability InterBusiness Solutions, Inc., Japan

•   Ingrid Ouwerkerk, Getronics PinkRoccade Educational Services, Netherlands

•   Ton Sleutjes, Capgemini Academy, Netherlands

•   Maxime Sottini, iCONS – Innovative Consulting S.r.l., itSMF Italy

These reviewers spent their valuable hours on a detailed review of the text, answering the core question “Is the content a correct reflection of the core content of ITIL V3, given the limited size of a pocket guide?”. Providing several hundreds of valuable improvement issues, they contributed significantly to the quality of this pocket guide, and we thank them for that.

The review process was managed by Mike Pieper, editor at Inform-IT. He managed the development of this pocket guide, making sure that the procedures were followed carefully, and that all issues were followed up to the satisfaction of all reviewers. The editorial support was provided by another five expert editors from Inform-IT’s Editors Team:

•   Arjen de Jong

•   Axel Kolthof

•   Ruby Tjassing

•   Annelies van der Veen

•   Tieneke Verheijen

Due to the expert services of the Review Team and the professional support by the Editors Team, the resulting pocket guide is an excellent entry into the core ITIL V3 books. We are very satisfied with the result, which will be of great value for people wanting to get a first high-level grasp of what ITIL V3 is really all about.

Jan van Bon,
Managing Editor

Contents

Foreword

Acknowledgements

1         Introduction

1.1     What is ITIL?

1.2     ITIL exams

1.3     Structure of this pocket guide

1.4     How to use this pocket guide

2         Introduction to the Service Lifecycle

2.1     Definition of Service Management

2.2     Overview of the Service Lifecycle

3         Lifecycle Phase: Service Strategy

3.1     Introduction

3.2     Basic concepts

3.3     Processes and other activities

3.4     Organization

3.5     Methods, techniques and tools

3.6     Implementation and operation

4         Lifecycle Phase: Service Design

4.1     Introduction

4.2     Basic concepts

4.3     Processes and other activities

4.4     Organization

4.5     Methods, techniques and tools

4.6     Implementation and operation

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!