Contents

Acknowledgements About this guide 1 I ntroduction to the ITIL Service Management framework
1.1 1.2 1.3 1.4 Good practice The ITIL framework What is Service Management? The ITIL Service Management model Goals, objectives, scope and value (SS 1.3) Key principles Processes and activities Goals, objectives, scope and value (SD 2.4, 3.1) Key principles Processes and activities Technology considerations (SD 7) Goals, objectives, scope and value (ST 1.3, 2.4) Key principles (ST 3.1) Processes and activities

3 4 7
7 7 8 11

Service Strategy
2.1 2.2 2.3

15
15 18 23

Service Design
3.1 3.2 3.3 3.4

38
38 41 44 75

Service Transition
4.1 4.2 4.3

77
77 78 79

Service Operation
5.1 5.2 5.3 5.4 5.5 Goals, objectives, scope and value (SO 2.4) Key principles Processes and activities Processes from other lifecycle stages Functions Goals, objectives, scope and value (CSI 2.4) Key principles Processes and activities Additional organization roles Overview Foundation Intermediate level ITIL Expert ITIL Master Existing ITIL v1 and v2 qualifications

105
105 106 108 124 127

Continual Service Improvement

6.1 6.2 6.3 6.4

142
142 144 148 156

Qualifications
7.1 7.2 7.3 7.4 7.5 7.6

159
159 159 160 161 161 161

Related standards and other sources Further guidance and contact points

163 165