Contents

Acknowledgements

About this guide

1     Introduction to service management

1.1Best practice (SO 2.1.7)

1.2The ITIL framework (SO 1.2, 1.4)

1.3Service management

1.4Processes and functions (SO 2.2.2, 2.2.3)

1.5Roles

1.6Operational support and analysis within the context of the service lifecycle

2     Event management

2.1Purpose and objectives (SO 4.1.1)

2.2Scope (SO 4.1.2)

2.3Value to the business and service lifecycle (SO 4.1.3)

2.4Policies, principles and basic concepts (SO 4.1.4)

2.5Process activities, methods and techniques (SO 4.1.5)

2.6Triggers, inputs, outputs and interfaces (SO 4.1.6)

2.7Information management (SO 4.1.7)

2.8Critical success factors and key performance indicators (SO 4.1.8)

2.9Challenges and risks (SO 4.1.9)

2.10Roles and responsibilities (SO 6.7.8)

3     Incident management

3.1Purpose and objectives (SO 4.2.1)

3.2Scope (SO 4.2.2)

3.3Value to the business and service lifecycle (SO 4.2.3)

3.4Policies, principles and basic concepts (SO 4.2.4)

3.5Process activities, methods and techniques (SO 4.2.5)

3.6Triggers, inputs, outputs and interfaces (SO 4.2.6)

3.7Information management (SO 4.2.7)

3.8Critical success factors and key performance indicators (SO 4.2.8)

3.9Challenges and risks (SO 4.2.9)

3.10Roles and responsibilities (SO 6.7.5)

4     Request fulfilment

4.1Purpose and objectives (SO 4.3.1)

4.2Scope (SO 4.3.2)

4.3Value to the business and service lifecycle (SO 4.3.3)

4.4Policies, principles and basic concepts (SO 4.3.4)

4.5Process activities, methods and techniques (SO 4.3.5)

4.6Triggers, inputs, outputs and interfaces (SO 4.3.6)

4.7Information management (SO 4.3.7)

4.8Critical success factors and key performance indicators (SO 4.3.8)

4.9Challenges and risks (SO 4.3.9)

4.10Roles and responsibilities (SO 6.7.7)

5     Problem management

5.1Purpose and objectives (SO 4.4.1)

5.2Scope (SO 4.4.2)

5.3Value to the business and service lifecycle (SO 4.4.3)

5.4Policies, principles and basic concepts (SO 4.4.4)

5.5Process activities, methods and techniques (SO 4.4.5)

5.6Triggers, inputs, outputs and interfaces (SO 4.4.6)

5.7Information management (SO 4.4.7)

5.8Critical success factors and key performance indicators (SO 4.4.8)

5.9Challenges and risks (SO 4.4.9)

5.10Roles and responsibilities (SO 6.7.6)

6     Access management

6.1Purpose and objectives (SO 4.5.1)

6.2Scope (SO 4.5.2)

6.3Value to the business and service lifecycle (SO 4.5.3)

6.4Policies, principles and basic concepts (SO 4.5.4)

6.5Process activities, methods and techniques (SO 4.5.5)

6.6Triggers, inputs, outputs and interfaces (SO 4.5.6)

6.7Information management (SO 4.5.7)

6.8Critical success factors and key performance indicators (SO 4.5.8)

6.9Challenges and risks (SO 4.5.9)

6.10Roles and responsibilities (SO 6.7.9)

7     Service desk

7.1Role (SO 6.3.1)

7.2Objectives (SO 6.3.2)

7.3Organizational structures (SO 6.3.3)

7.4Staffing options (SO 6.3.4)

7.5Measuring service desk performance (SO 6.3.5)

7.6Outsourcing the service desk (SO 6.3.6)

8     Service operation functions

8.1Functions

8.2Technical management

8.3IT operations management

8.4Application management

9     Technology and implementation

9.1Generic requirements for IT service management technology (SO 7.1)

9.2Evaluation criteria for technology and tools (SD 7.2)

9.3Evaluation criteria for technology and tools for process implementation

9.4Practices for process implementation

9.5Challenges, critical success factors and risks relating to implementing practices and processes

9.6Planning and implementing service management technologies (SO 8.5)

10   Qualifications

10.1Overview

10.2Foundation level

10.3Intermediate level

10.4ITIL Expert

10.5ITIL Master

11   Related guidance (SO Appendix A)

11.1ITIL guidance and web services

11.2Quality management system

11.3Risk management

11.4Governance of IT

11.5COBIT

11.6ISO/IEC 20000 service management series

11.7Environmental management and green and sustainable IT

11.8ISO standards and publications for IT

11.9ITIL and the OSI framework

11.10Programme and project management

11.11Organizational change

11.12Skills Framework for the Information Age

11.13Carnegie Mellon: CMMI and eSCM frameworks

11.14Balanced scorecard

11.15Six Sigma

Further guidance and contact points

Glossary