aan 2/8/07 1ar0L Page o Sm The Official Introduction to the ITIL Service Lifecycle London: TSO.TasH-"S0-1PLA1S 29/8/07 14z0L Rage LS VO Ene: mares critae.satk Genes aera aioe See “Tso npiacrwel end oxer Accredited AGEN tine wh thepeentsoe of te Ole ot Green Commis an Scale Corto ler Nec Stoney OMe Ths be Gun ule value abel naa ane uhh ules «Chee eae fv al ial ed by OFS ppiions rts, eredus or ably mate inti yubeion shoul be srt OFS amin Pole Tay, Stare Huse 2 16 Cote Nonsch Ns Ce Ro Ov! A an Zee Ne ENS HOON Smal hmeccansngseabneeAssgs gw ue conte the aso orm cn Us CT nats peor apgoakelleaseruddet hamcelomato das tine equaent ug yen re [Tei Renee Tr ilo he OF of Gavemrant Comes inthe nies Hing and tat orties ‘ha alge “ira Tale Male of Of of GovsreneCommitce "rain the Unie Kingda fr The Slate er7a3t-msp-18tbe13 2aya/oT 14:01 Page 144 Contents List of figures List of tables 06C's foreword Chief Architect's foreword Preface 1 Introduction 11 Abistoricel perspective of IT service ‘management and ML 12 MLtoday 1.2 TheML value proposition 1.4 The MIL service management practices 15 What ls aserveer 1.6 Navigating the MIL Service Management Lifecycle 2 Core guidance topics 21 Service Strategy 22 Service Design 23. Service Tansition 24 Service Operation 25 Continual Senice improvement 26 Lifecycle qualiy control " 2 2 2 13 27 ML conformance or compliance ~ practice adaptation 28 Getting started ~ Service Lifecycle principles The ITIL Service Management Lifecycle - core of practice 4.1 Functins and Procestes across the lifecycle Service Strategy - governance and decision-making 4.1 Strategic assessment 42. Developing strategic capabilities 43. Sewice Provider types ~ matching peed te capability 44 Senices ae sets — value creation AS. Pefining the mater space 46 Sevice Portiolios 4.7 Sevice outsourcing - practical decision-making 438 Retum on investment (RO) 49 Financial Management 4.10 Increasing service potential 4.11 Organizational development 3B 7 23 25 7 az iit