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As more companies begin an adopt/adapt initiative based on ITIL guidance, they quickly realize that looking at single processes in isolation is not enough. To fully benefit from the framework, companies have to look at the relationships between processes, understanding upstream and downstream impacts. However, advice on using this approach has not been readily available… until now.
The authors bring together their extensive practical experience to provide a guide written for IT professionals, ITSM practitioners, service owners and process owners, university students, and in fact anyone working to adopt the ITIL framework or needing a deeper understanding of its interfaces.
1. Introduction
2. Acronyms
3. Service Strategy (SS)
4. Service Transition (ST)
5. Service Operation (SO)
6. Continual Service Improvement (CSI)
7. Process Work Products
Appendix 1: References
Appendix 2: ITG Resources.
Click here to view a sample of the book.
This text is part of a series of Thought Leadership books, which can be bought together as a bundle. These books cover subjects that are relevant to ITSM practitioners and are written by highly experienced practitioners, up to date with industry best practices, and published jointly by itSMF USA and IT Governance Publishing. Find out more »
ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Dr Suzanne D. Van Hove, founder and CEO of SED-IT, holds degrees from several universities and has certifications in ITIL and ISO/IEC 20000. She continues to be active in itSMF USA, as well as within the international community.
Kathy S. Mills currently works for a Fortune 100 company as service planning manager. Kathy has been responsible for building and implementing plans for taking the ITIL best practice guidance and identifying a multi-year implementation plan.