Foundations of it service management with itil 2011 pdf

Unsourced material may be challenged and removed. IT services with the needs of business. ITIL is published as a series foundations of it service management with itil 2011 pdf five core volumes, each of which covers a different ITSM lifecycle stage.

International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard and the ITIL framework. ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization’s strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. AXELOS licenses organisations to use the ITIL intellectual property, accredits licensed examination institutes, and manages updates to the framework.

Organizations that wish to implement ITIL internally do not require this license. 1980s developed a set of recommendations. It recognized that, without standard practices, government agencies and private sector contracts had started independently creating their own IT management practices. 96, the number of books quickly grew within ITIL Version 1 to more than 30 volumes. ITIL Version 2 consolidated the publications into nine logical “sets” that grouped related process-guidelines to match different aspects of IT management, applications and services.

In 2006, the ITIL Version 2 glossary was published. 26 processes and functions, now grouped into only 5 volumes, arranged around the concept of Service lifecycle structure. ITIL Version 3 is now known as ITIL 2007 Edition. In 2009, the OGC officially announced that ITIL Version 2 certification would be withdrawn and launched a major consultation as per how to proceed. In July 2011, the 2011 edition of ITIL was published, providing an update to the version published in 2007. ITIL Version 2 and fully replaced it following the completion of the withdrawal period on 30 June 2011. ITIL 2007 provides a more holistic perspective on the full life cycle of services, covering the entire IT organization and all supporting components needed to deliver services to the customer, whereas ITIL Version 2 focused on specific activities directly related to service delivery and support.

Most of the ITIL Version 2 activities remained untouched in 2007, but some significant changes in terminology were introduced in order to facilitate the expansion. A summary of changes has been published by the UK Government. ITIL 2011 is an update to the ITIL framework that addresses significant additional guidance with the definition of formal processes which were previously implied but not identified, as well as correction of errors and inconsistencies. Twenty-six processes are listed in ITIL 2011 edition and described below, along with which core publication provides the main content for each process. Due to the similarity between ITIL Version 3 of 2007 and ITIL 2011, no bridge examinations for ITIL Version 3 certification holders were created or made available for ITIL 2011 certification. More generally, Service Strategy focuses on helping IT organizations improve and develop over the long term.

In both cases, Service Strategy relies largely upon a market-driven approach. The Service Strategy lifecycle stage is often considered as the core of the service lifecycle. In Service Strategy stage, the strategic approach for the whole lifecycle is identified to provide values to the customers through IT service management. Qualification course and exam in the Lifecycle stream. The customer needs services to achieve business outcomes. The service provider should ensure it can provide these services at the required level. The purpose of Service Portfolio Management is ensuring the service offerings are defined and meet the requirements of the customers.

The service portfolio contains the services offerings that are available from the service provider. IT services so an organization can understand the costs of its IT services. These costs may then be recovered from the customer of the service. This is the second component of the service delivery process. IT services, processes, and other aspects of the service management effort. Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself.

As such, service design addresses how a planned service solution interacts with the larger business and technical environments, service management systems required to support the service, processes which interact with the service, technology, and architecture required to support the service, and the supply chain required to support the planned service. Service design packages, along with other information about services, are managed within the service catalogues. The process involves assessing the impact of change on service quality and SLAs. The service-level management process is in close relation with the operational processes to control their activities. The service-level manager relies on the other areas of the service delivery process to provide the necessary support which ensures the agreed services are provided in a cost-effective, secure and efficient manner. Availability management allows organizations to sustain IT service-availability in order to support the business at a justifiable cost. High-level activities are realizing availability requirements, compiling availability plans, monitoring availability, and monitoring maintenance obligations.

Availability management addresses the ability of an IT component to perform at an agreed level over a period of time. Reliability: Ability of an IT component to perform at an agreed level at described conditions. Maintainability: The ability of an IT component to remain in, or be restored to an operational state. The ability for an external supplier to maintain the availability of component or function under a third-party contract. Resilience: A measure of freedom from operational failure and a method of keeping services reliable. One popular method of resilience is redundancy. A service may have associated data.

Security refers to the confidentiality, integrity, and availability of that data. Availability gives a clear overview of the end-to-end availability of the system. IT services by helping organizations match their IT resources to business demands. IT services can recover and continue even after a serious incident occurs.

IT services to identify the assets, threats, vulnerabilities and countermeasures for each service. ITIL Version 2 security management volume, which culminated in the release of the 2007 edition. The purpose of supplier management is to obtain value for money from suppliers and contracts. Supplier Management oversees process of identification of business needs, evaluation of suppliers, establishing contracts, their categorization, management and termination.