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ITIL Continual Service Improvement

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Описание

CONTENTS

List of figures v

List of tables vit

Foreword viii

Preface tx

Acknowledgements x

1 Introduction 1

1.1 Overview 3

1.2 Context 6

1.3 ITIL in relation to other publications

in the Best Management Practice portfolio 8

1.4 Why is ITIL so successful? 8

1.5 Chapter summary 10

2 Service management as a practice 11

2.1 Services and service management 13

2.2 Basic concepts 20

2.3 Governance and management

systems 25

2.4 The service lifecycle 27

3 Continual service improvement

principles 33

3.1 Continual service improvement

approach 35

3.2 CSI and organizational change 36

3.3 Ownership 36

3.4 CSI register 36

3.5 External and internal drivers 37

3.6 Service level management 37

3.7 Knowledge management 38

3.8 The Deming Cycle 38

3.9 Service measurement 38

3.10 IT governance 42

8 implementing continual service Appendix B: Example of a continual

improvement 153 service improvement register 183

8.1 Critical considerations for implementing CSI 135 Appendix C: Risk assessment and management 187

8.2 Where do I start? 155 C.1 Definition of risk and risk

8.3 Governance 156 management 189

8.4 CSI and organizational change 157 C.2 Management of Risk (M_o_R) 189

8.5 Communication strategy and plan 162 C.3 ISO 31000 190

8.6 Summary 164 C.4 ISO/IEC 27001 191

9 Challenges, risks and critical

success factors 165 ' C.5 Risk IT 192

9.1 Challenges 167 Appendix D: Examples of inputs and"

9.2 Critical success factors 167 outputs across the service lifecycle 195

9.3 Risks 167 Abbreviations and glossary 199

9.4 Summary 168 index 239

Afterword 169

Appendix A: Related guidance 173

A.1 ITIL guidance and web services 175

A.2 Quality management system 175

A.3 Risk management 176

A.4 Governance of IT re

A.5 COBIT 176

A.6 ISO/IEC 20000 service management series 177

A.7 Environmental management and green/sustainable IT 177

A.8 ISO standards and publications for IT 178

A.9 ITIL and the OSI framework 178

A.10 Programme and project management 179

A.11 Organizational change 179

A.12 Skills Framework for the Information Age 180

A.13 Carnegie Mellon: CMMI and eSCM framework 180

A.14 Balanced scorecard 180