<€ ITIL OGC{TSO Published by TSO (The Stationery Office) and available from: Online womtsoshop.cowk ‘ait, Telephone, Fax E-m 150 PO Box 29, Norwich, NRB IGN ‘elephone ordevs/General enquires: 0870 600 5522 Fax orders: 0870 600 5532 ‘Email: customersenices@tso.c0.uk Textphone 0870 2403701 TS0@Elackweltand other Accredited Agents Customers can also order publications from: 130 lelond 16 Anhur Street, Beliast O11 46D Tel 028 9023 881 Fax028 9023 5401 © Crown Copynght 2010, Publthed om beba of the Ofice of Government Commerce This isa Crown copyright value added product, euse of which requires a Licence from OGC. ‘Applications to reuse, reproduce or tepublsh materal inthis publication should be seat to OGC, The OGC Service Desk, Rosebery Cour, St Andrews Business Park, Non, Norfolk NR7 OHS Tel No: (+44) ()845 000 4999 E-ma: sericedesk@oge giiga.uk or complete the application form on the OGC website, Licensing section Copyright in the typographical anangement and design ts vested in The Stationery Ofice Limited. Applications for reproduction should ‘be made in writiog to The Stabonery Office Uinted, St Crspns, Duke Steet, Norwich, NB 1PD. The Swi logo” i 2 Teade Mark of the Office of Government Commerce The OGC logo” isa Registered Tide Mark of the Office af Government Carmerce i the United Kingdom TIL a Registered ade Mark of the Ofice of Government Commerce inthe United Kingdom and ather counties Fist ection Crowe Copyright 2007 Second edtion Crown Copyright 2010 Fist pubished 2010, '38N 9780113311316 Print in the United Kingdom for The Stationery Ofice rooz3s3290 cil” OWIContents List of figures vi 2.7__ITIL conformance or compliance — practice 1.1__Ahistorical perspective of IT service management and ITIL 3 1.2 _ Mit today. 3 1.3 _ The MIL value proposition 4 1.4 The MI service management practices 4 L5__Whatisasevice? 1.6 Navigating the ITIL Service ‘adaptation 3B 28 _ Getting started - Service Lifecycle principles 14 The ITIL Service Management ycle - core of practice 7 3.1__Functions and Process across the lifecycle 20 Service Strategy - governance and decision-making 23 A1__ Strategic assessment 25 42 Developing strategic capabilities D 43. Service Provider types ~ matching need to capability D 44__Senvices as assets - value creation __28 45. Defining the market space 29 46 Senice Panfaing a ‘Management Lifecycle 5 47__Senvice outsourcing ~ practical decision-making, 33 2 Core guidance topics 9 48__ Retum on investment (RO! 38 24__ Service Strategy u 49__ Financial Management 36 22 _ Service Design u 4.10 _Inereasing service potential 38 2.3___Service Transition __1z 4.11_ Organizational development 39 2.4 _ Service Operation 12 25 _ Continual Service Improvement 2 This on 26 Lifecycle quality control B i 1SG-9G6-9L34 ON