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| Introduction

■■ Chapter 7 Technology considerations ■■ Appendix L Procurement documents

ITIL service management practices gain This appendix lists and briefly describes types
momentum when the right type of technical of document that are frequently utilized in the
automation is applied. This chapter provides process of procuring services from an external
recommendations for the use of technology supplier.
in service design and the basic requirements
■■ Appendix M Risk assessment and management
a service provider will need to consider when
This appendix contains basic information about
choosing service management tools.
several commonly used approaches to the
■■ Chapter 8 Implementing service design assessment and management of risk.
For organizations new to ITIL, or those
■■ Appendix N Related guidance
wishing to improve their maturity and service
This contains a list of some of the many
capability, this chapter outlines effective ways
external methods, practices and frameworks
to implement the service design lifecycle stage.
that align well with ITIL best practice. Notes are
■■ Chapter 9 Challenges, risks and critical success provided on how they integrate into the ITIL
factors service lifecycle, and when and how they are
It is important for any organization to useful.
understand the challenges, risks and critical
■■ Appendix O Examples of inputs and outputs
success factors that could influence their
across the service lifecycle
success. This chapter discusses typical examples
This appendix identifies some of the major
of these for the service design lifecycle stage.
inputs and outputs between each stage of the
■■ Appendices A–K service lifecycle.
These appendices provide working templates
■■ Abbreviations and glossary
and examples of how the practices can
This contains a list of abbreviations and a
be applied. They are provided to help
selected glossary of terms.
organizations capitalize on industry experience
and expertise already in use. Each can be
adapted within any organizational context.
●● Appendix A The service design package
●● Appendix B Service acceptance criteria
●● Appendix C Process documentation template
Appendix D Design and planning documents
and their contents
●● Appendix E Environmental architectures and
standards
●● Appendix F Sample service level agreement
and operational level agreement
●● Appendix G Service catalogue example
●● Appendix H The service management process
maturity framework
●● Appendix I Example of the contents of a
statement of requirements and/or invitation
to tender
●● Appendix J Typical contents of a capacity
plan
●● Appendix K Typical contents of a recovery
plan

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