ITIL Lifecycle Suite 2011

ITIL Service Operation - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements

1. Introduction
2. Service Management as a practice
3. Service Operation principles
4. Service Operation processes
5. Common Service Operation activities
6. Organizing for Service Operation
7. Technology considerations
8. Implementing of Service Operations
9. Challenges, risks and critical success factors

Afterword

Appendices:
A: Related guidance
B: Communication in Service Operation
C: Kepner and Tregoe
D: Ishikawa Diagrams
E: Considerations for Facilities Management
F: Physical Access Control
G: Risk Assessment and management
H: Pareto analysis
I: Examples of inputs and outputs across the service lifecycle

References and further reading
Abbreviations and glossary
Index

ITIL Serrvice Design - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements

1. Introduction
2. Service Management as a practice
3. Service Design principles
4. Service Design processes
5. Service Design technology-related activities
6. Organizing for Service Design
7. Technology considerations
8. Implementing Service Design
9. Challenges, critical success factors and risks

Afterword
A: The Service Design package
B: Service acceptance criteria
C: Process documentation templates
D: Design and planning documents and their contents
E: Environmental architectures and standards
F: Sample Service Level Agreement and Operational Level Agreement
G: Service catalogue example
H: The Service Management process maturity Framework
I: Example content of a Statement of Requirement (SoR) and/or invitation to tender (ITT)
J: The typical contents of a capacity plan
K: The typical contents of a recovery plan
L: Procurement documents
M: Risk Assessment and management
N: Related guidance
O: Examples of inputs and outputs across the service lifecycle

Abbreviations and glossary
Index

ITIL Service Strategy - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements

1. Introduction
2. Service Management as a practice
3. Service strategy principles
4. Service strategy processes
5. Service strategy, governance, architecture and ITSM implementation strategies
6. Organization for service strategy
7. Technology considerations
8. Implementation service strategy
9. Challenges, risks and critical success factors

Afterword

A: Present value of an annuity
B: Description of asset types
C: Service strategy and the cloud
D: Related guidance
E: Risk assessment and management
F: Examples of inputs and outputs across the service lifecycle

References and Further reading
Abbreviations and glossary
Index

ITIL Service Tansition - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements

1. Introduction
2. Service Management as a practice
3. Service transition principles
4. Service transition processes
5. Managing people through service transition
6. Organizing for Service Transition
7. Technology considerations
8. Implementing Service Transition
9. Challenges, critical success factors and risks

Afterword

Appendix
A: Description of asset types
B: Risk assessment and management
C: Related guidance
D: Examples of inputs and outputs across the service library

References and further information
Abbreviations and Glossary
Index

ITIL Continual Service Improvement - 2011 Edition
List of figures
List of labels
Foreword
Preface
Acknowledgements

1. Introduction
2. Service Management as a practice
3. Continual Service Improvement principles
4. Continual Service Improvement processes
5. Continual Service Improvements methods and techniques
6. Organizing for Continual Service Improvement
7. Technology considerations
8. Implementing Continual Service Improvement
9. Challenges, critical success factors and risks

Afterword
A: Related guidance
B: Example of a continual service improvement register
C: Risk assessment and management
B: Examples of inputs and outputs across the service lifecycle

Abbreviations and Glossary
Index