By Office of Government Commerce
This ebook is brief, available, but very instructive. it's a "must have" for these looking a starting place point ITIL certification.
Read or Download The Introduction to the ITIL Service Lifecycle Book PDF
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Additional info for The Introduction to the ITIL Service Lifecycle Book
Those responsible for the design, development and improvement of processes for service management can adopt a process-based control perspective. For those responsible for managing agreements, contracts and services may be better served by a lifecycle-based control perspective with distinct phases. Both these control perspectives benefit from systems thinking. Each control perspective can reveal patterns that may not be apparent from the other. 4 Feedback throughout the Service Lifecycle The strength of the ITIL Service Lifecycle rests upon continual feedback throughout each stage of the lifecycle.
Financial Management calculates and assigns a monetary value to a service or service component so that they may be disseminated across the enterprise once the business customer and IT identify what services are actually desired. Hardware and software licence costs Annual maintenance fees for hardware and software 38 | Service Strategy – governance and decision-making Personnel resources used in the support or maintenance of a service Utilities, data centre or other facilities charges Taxes, capital or interest charges Compliance costs.
The cost and effort of producing and maintaining the catalogue, with its relationships to the underpinning technology components, is therefore easily justifiable. If done in conjunction with prioritization of the BIA, then it is possible to ensure that the most important services are covered first. Service Catalogue Management activities should include: The Service Catalogue has two aspects: Definition of the service Production and maintenance of an accurate Service Catalogue Interfaces, dependencies and consistency between the Service Catalogue and Service Portfolio Business Service Catalogue: containing details of all of the IT services delivered to the customer, together with relationships to the business units and the business processes that rely on the IT services.