Table Of ContentUarbenepf ddeu ratsehetnededc Fea io sng ua uln iisnddteuae t dwtiyooi tn ath ihs dtye hl blIeaTy b IItLTuh IfsLor, as2temh0 1pies1r wqe eopudraiickrtk iicno-agnn s Portfolio ProductBest Management Practice
for the ITIL Foundation exam. It also serves Best Management Practice
Portfolio Product
as a practical resource for managers,
practitioners, vendors and consultants,
both in the workplace and on the move.
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Updated to the 2011 syllabus UDORP E CIT
www.tso.co.uk
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Best Management Practice
Portfolio Product
ITIL® Foundation Handbook
i London: TSO
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ii
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Contents
Acknowledgements vi
About this guide viii
1 Introduction 1
1.1 Best practice (SS 2.1.7) 1
1.2 The ITIL framework (SS 1.2, 1.4) 1
1.3 Service management (SS 2.1.1, 2.1.2, 2.1.3) 5
1.4 Processes and functions (SS 2.2.2, 2.2.3.1) 8
1.5 Roles 10
2 Service strategy 15
2.1 Purpose, objectives, scope and value of
service strategy 15
2.2 Key principles 18
2.3 Processes and activities 38
2.4 Technology considerations (SS 7.1) 77
3 Service design 81
3.1 Purpose, objectives, scope and value
of service design 81
3.2 Key principles 83
3.3 Processes and activities 91
3.4 Service design technology-related activities 136
3.5 Technology considerations (SD 7) 138
iii
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iv Contents
4 Service transition 140
4.1 Purpose, objectives, scope and value of
service transition 140
4.2 Key principles (ST 3.1) 142
4.3 Processes and activities 142
4.4 Managing people through service transitions (ST 5) 190
4.5 Technology considerations (ST 7) 191
5 Service operation 193
5.1 Purpose, objectives, scope and value of
service operation 193
5.2 Key principles 195
5.3 Processes and activities 197
5.4 Organizing for service operation (SO 6) 241
5.5 Technology considerations 253
6 Continual service improvement 256
6.1 Purpose, objectives, scope and value of continual
service improvement 256
6.2 Key principles 258
6.3 Processes and activities 274
6.4 Technology considerations (CSI 7) 283
7 Competence and training (SD 6.5) 284
7.1 Foundation 285
7.2 Intermediate level 285
7.3 ITIL Expert 286
7.4 ITIL Master 286
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Contents v
8 Related guidance 288
8.1 ITIL guidance and web services
(SS Appendix D.1) 288
8.2 Quality management system
(SS Appendix D.2) 288
8.3 Risk management (SS Appendix D.3) 288
8.4 Governance of IT (SS Appendix D.4) 289
8.5 COBIT (SS Appendix D.5) 289
8.6 ISO/IEC 20000 service management series
(SS Appendix D.6) 289
8.7 Environmental management and green/sustainable
IT (SS Appendix D.7) 290
8.8 ISO standards and publications for IT
(SS Appendix D.8) 291
8.9 ITIL and the OSI framework
(SS Appendix D.9) 291
8.10 Programme and project management
(SS Appendix D.10) 292
8.11 Organizational change (SS Appendix D.11) 292
8.12 Skills Framework for the Information Age (SFIA)
(SS Appendix D.12) 293
8.13 Carnegie Mellon: CMMI and ESCM frameworks
(SS Appendix D.13) 293
8.14 Balanced scorecard (SS Appendix D.14) 293
8.15 Six Sigma (SS Appendix D.15) 294
Further guidance and contact points 295
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Acknowledgements
AuthoRS
Claire Agutter, IT Training Zone Ltd
Alison Cartlidge, Steria
Ashley Hanna, HP
Stuart Rance, HP
Colin Rudd, itEMS Ltd
John A Sowerby, DPDHL IT Services
John Windebank, Oracle Corporation
RevIeweRS
Jeff Burns, Independent Consultant, Australia
Kate Cribb, Oakton Services, Australia
Carlos Fernandez-Baladron, Independent Consultant, Australia
Rosemary Gurney, Global Knowledge, UK
Jaqi Haworth, HDAA, Australia
Marcus Inglez, Technofor Iberica, Spain
Kirill Ivanov, INLINE Technologies, Russia
Roelof van der Kamp, ERKA Training & Promotion, The
Netherlands
Ben Kalland, Tieturi, Finland
Dane Krstevski, National Bank of the Republic of
Macedonia, Macedonia
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Acknowledgements vii
Steve Mann, Opsys-sm2, Belgium
Reiko Morita, Ability InterBusiness Solutions, Japan
Rene Posthumus, BT Professional Services, The Netherlands
Liesbeth Riekwel, KPN Consulting, The Netherlands
Daniel Rodríguez Mañé, Government of Catalonia, Spain
Isao Tomita, ITpreneurs, Japan
Roger Tournois, KPN Corporate Market, The Netherlands
eDItoRS
Alison Cartlidge, Steria
Mark Lillycrop, itSMF UK
7479 ITIL Foundation Handbook v1_0.indd 7 18/01/2012 15:12
About this guide
This guide provides a quick reference to the ITIL® framework for
best practice in IT service management. It is designed as a study
aid for students taking ITIL Foundation qualifications and as a
handy portable reference source for managers, practitioners,
vendors and consultants, in the workplace and on the move.
This guide is not intended to replace the more detailed ITIL
publications or to be a substitute for a course provider’s
training materials.
uSIng thIS guIDe to oBtAIn the ItIL FounDAtIon
CeRtIFICAte In It SeRvICe MAnAgeMent
The content of this guide includes the learning experiences
required by version 5.3 of the Foundation qualification
syllabus (available for download at www.itil-officialsite.com/
Qualifications/ITILQualificationScheme.aspx). The guide also
provides additional material for students and others who want
a balanced level of understanding across the whole of ITIL.
References to the ITIL V3 core publications are provided with the
relevant section headings.
To help students studying for the Foundation qualification, the
headings in this guide are identified with one of the following
symbols to indicate whether the knowledge they contain should
be studied.
Specific terminology required by the syllabus is defined the first
time it is used.
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