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Service Management

ITIL® 2011

The Information Technology Infrastructure Library 2011 delivers a fundamental shift in the way an organisation will think about implementing ITIL®.  Now instead of focussing on two core books and the ten embedded processes, we are presented with a lifecycle approach that is outlined in five volumes.

Structure

ITIL® 2011 comprises a set of core texts supported by additional complementary and web based materials.

ITIL® 2011 core volumes

Service Strategy focuses on the identification of market opportunities for which services could be developed in order to meet a requirement on the part of internal or external customers. The output is a strategy for the design, implementation, maintenance and continual improvement of the service as an organizational capability and a strategic asset. Key areas of this volume are Service Portfolio Management and Financial Management.

Service Design focuses on the activities that take place in order to develop the strategy into a design document which addresses all aspects of the proposed service, as well as the processes intended to support it. Key areas of this volume are Availability Management, Capacity Management, Continuity Management and Security Management.

Service Transition focuses on the implementation of the output of the service design activities and the creation of a production service or modification of an existing service. There is an area of overlap between Service Transition and Service Operation. Key areas of this volume are Change Management, Release Management, Configuration Management and Service Knowledge Management.

Service Operation focuses on the activities required to operate the services and maintain their functionality as defined in the Service Level Agreements with the customers. Key areas of this volume are Incident Management, Problem Management and Request Fulfilment.

Continual Service Improvement focuses on the ability to deliver continual improvement to the quality of the services that the IT organization delivers to the business. Key areas of this volume are Service Reporting, Service Measurement and Service Level Management.

The ITSMF has released a downloadable guide to v3. Get it here:  Download 'An Introductory Overview of ITIL V3' Pocketbook

After the love has gone!

So the vendors have realised that there is no more budget for new tools, and don't come around as often as before. But, you still need to realise the ROI in your investment. Where to you turn?

mindIT specialises in helping organisations realise the existing investment that they have in a Service Management Toolset. Contact us for more details.

"ITIL® is a Registered Trade Mark of AXELOS Limited"

Core Competencies

  • Project Management
  • ITIL consultancy
  • Tool Selection, implementation and optimisation
  • Training development and delivery
  • General IT services and provisioning
  • Business and needs analysis