Foreword......Page 6
Acknowledgements......Page 7
1.1 Background......Page 12
1.2 Why this book......Page 13
1.3 Organizations......Page 14
1.4 Structure of the book......Page 15
2.1 Introduction to ITIL......Page 18
2.2 IT governance......Page 19
2.3 Organizational maturity......Page 20
2.4 Benefits and risks of ITSM frameworks......Page 23
2.5 Service Lifecycle: concept and overview......Page 25
3.1 Introduction......Page 32
3.2 Basic concepts......Page 34
3.3 Processes and other activities......Page 35
3.4 Organization......Page 41
3.5 Methods, technology and tools......Page 47
3.6 Implementation......Page 48
4.1 Introduction......Page 52
4.2 Management of processes......Page 53
4.3 Teams, roles and positions in ITSM......Page 57
4.4 Tools used in ITSM......Page 58
4.5 Communication in IT service organizations......Page 59
4.7 Processes, projects, programs and portfolios......Page 60
4.8 Functions and processes in the lifecycle phases......Page 62
5.1 Transition Planning and Support......Page 64
5.2 Change Management......Page 69
5.3 Service Asset and Configuration Management......Page 80
5.4 Release and Deployment Management......Page 92
5.5 Service Validation and Testing......Page 102
5.6 Evaluation......Page 110
5.7 Knowledge Management......Page 114
Acronyms......Page 120
Glossary......Page 124
References......Page 178
Index......Page 180