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Introduction to ITIL v3 – Introduction Part 1 of 6

March 13, 2008

The goals of the next few posts will be to review ITIL v3

First the books in the new ITIL library

ITIL v3 implements different IT Service Management processes, such as Lifecycle management and Request management for improving the quality of IT services. ITIL v3 has three main components: Complementary, Web, and Core. The Complementary component includes information related to the implementation of ITIL in a specific field, such as education and technology. The Web component contains comprehensive ITIL glossary, standard terms, and process map of ITIL. The Core component contains five management strategies of ITIL framework that represent the life cycle of IT services. The different management strategies are:

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement

What is IT Service Management?
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.

The primary objective of Service Management is to ensure that the IT services are aligned to the business needs and actively support them. It is imperative that the IT services underpin the business processes, but it is also increasingly important that IT acts as an agent for change to facilitate business transformation.
Service management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement.

The goal of ITIL v3

The inputs to service management are the resources and capabilities that represent the assets of the service provider. The outputs are the services that provide value to the customers.
Effective service management is itself a strategic asset of the service provider, providing them with the ability to carry out their core business of providing services that deliver value to customers by facilitating the outcomes customers want to achieve.

Service Strategies

Service Strategies help a company to plan for implementing IT Service Management strategies. Service Strategies allow you to define new IT services and help ensure that the currently defined IT services meet the business requirements of the company. To implement the Service Strategies of ITIL v3, a company needs to specify:

  • Service definition
  • Service management strategy and value planning
  • Relation between business plans and Service Strategies
  • Business strategies
  • Creation and translation of service strategies
  • Roles and responsibilities
  • Challenges and risks

Service Design

Service Design helps create policies, architectures, and designs for IT services to meet the current and future requirements of a company. To implement Service Design of ITIL v3, a company needs to define:

  • Service design objective
  • Service design life cycle
  • Service design model
  • Service design elements
  • Cost model
  • Benefit/risk analysis
  • Measurement and control procedures

Service Transition

Service Transition helps manage and control the changes in IT services that are implemented in the working environment of a company. Service Transition ensures continuity of IT services when changes occur. To implement Service Transition of ITIL v3, a company needs to define:

  • Organizational Change Management process
  • Knowledge management process
  • Process fundamentals
  • Service Design implementation plan
  • IT service life cycle stages
  • Risk analysis and management process

Service Operation

Service Operation helps maintain IT services of a company on the basis of day-to-day activities performed in a company. To implement Service Operation of ITIL v3, a company needs to analyze the information related to:

  • Service Operation life cycle stages: Specify the stages involved in the life cycle of Service Operation.
  • Service Operation principles: Specify rules and policies that a company follows when implementing the Service Operation.
  • Infrastructure Management: Helps manage the resources used in IT infrastructure of a company.
  • Application Management: Helps manage the application created and used in a company.
  • Control processes: Specify the processes and activities for handling the processes that a company performs to implement the Service Operation process.
  • Tools and methods: Specify the tools and methods that a company uses for implementation of the Service Operation process.

Continuous Service Improvement

Continuous Service Improvement helps achieve improved quality of IT services in a company. Continuous Service Improvement also identifies the IT services that cannot be improved. To implement Continuous Service Improvement of ITIL v3, a company needs to:

  • Identify technology drivers, which help improve the quality of IT services.
  • Identify business drivers, which help improve the performance of IT services.
  • Specify business, financial, and organizational benefits, which occur due to improvement of IT services.
  • Implement the service improvement process to improve the quality of IT services.
  • Measure the performance of the service improvement process.
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