It's All About Relationships

What ITIL doesn't tell you

Suzanne Van Hove, Kathy Mills

• Éditeur: IT Governance Ltd
• Année: 2013
• ISBN:
  9781849284998
• Sujet: Informatik
• Sous-sujet: Informatik Allgemein

A unique holistic approach to ITIL in the real world
As more companies begin an adopt/adapt initiative based on ITIL guidance, they quickly realize that looking at single processes in isolation is not enough. To benefit fully from the framework, companies have to look at the relationships between processes, understanding upstream and downstream impacts.

However, advice on using this approach has not been readily available … until now.

Manage ITIL like never before

Practical, sensible and sound advice from industry experts
The authors bring together their extensive practical experience to provide a guide written for IT professionals, ITSM practitioners, Service Owners and Process Owners, university students, and in fact anyone working to adopt the ITIL framework or needing a deeper understanding of its interfaces.

This book has completed the accreditation process with APMG– licensees of ITIL® products, and is an Official ITIL Product

Service Design (SD)

Purpose

Take a holistic view of Service Design (e.g. Service solution, architecture, processes, policies, metrics, etc.) in order to achieve the defined Strategy, value requirements, and business outcomes.

Objectives

• “Get the design correct the first time,” meaning minimal retroactive improvements (i.e. poor requirements gathering) over the lifecycle of the Service.

• Design to aid continual improvement caused by changing technologies, business direction, etc.

Lifecycle stage (…)	Input from SD to …	Output from … to SD
Service Strategy	• Input to business cases and the ServicePortfolio • SDPs • Updated Service models • ServicePortfolio updates including the Service Catalogue • Financial estimates and reports • Design-related knowledge and information in the SKMS • Designs for SS processes and procedures	• Vision and mission • ServicePortfolio • Policies • Strategies and strategic plans • Priorities • Service charters including Service packages and details of utility and warranty • Financial information and budgets • Documented PBAs and UPs • Service models
Service Transition	• Service Catalogue • SDPs, including: Details of utility and warranty Acceptance criteria Service models Designs and interface specifications Transition plans Operation plans and procedures • RFCs to transition or deploy new or changed Services • Input to Change evaluation and CAB meetings • Designs for ST processes and procedures • SLAs, OLAs, and UCs	• Service Catalogue updates • Feedback on all aspects of Service Design and SDPs • Input and feedback to Transition plans • Response to RFCs • Knowledge and information in the SKMS (including the CMS) • Design errors identified in Transition for re-design • Evaluation reports
Service Operation	• Service Catalogue • SDP, including: Details of utility and warranty Operations plans and procedures Recovery procedures • Knowledge and information in the SKMS • Vital business functions • HW/SW maintenance requirements • Designs for Service operation processes and procedures • SLAs, OLAs, UCs • Security policies	• Operational requirements • Actual performance information • RFCs to resolve operational issues • Historical incident and problem records
Continual Service Improvement	• Service Catalogue • SDPs including details of utility and warranty • Knowledge and information in the...