Itil v3

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ITIL Version 3 Service Design

ITIL V3 – Service Design

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The ITIL Core consists of five publications. Each provides the guidance necessary for an integrated approach, as required by the ISO/IEC 20000 standard specification:
• • • • •

Service Strategy Service Design Service Transition Service Operation Continual Service Improvement.

ITIL V3 – Service Design

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I N D I C E
Foreword.............................................................................................................10
OGC’s foreword ............................................................................................................ 10 Chief Architect’s foreword............................................................................................. 10Preface ...............................................................................................................12
Contact information....................................................................................................... 13

Acknowledgements.............................................................................................14
Chief Architect and authors.......................................................................................... 14 ITIL authoring team....................................................................................................... 14 Mentors ......................................................................................................................... 14 Further contributions..................................................................................................... 15
The ITIL Advisory Group .................................................................................................. 15 Reviewers ......................................................................................................................... 15

1 Introduction......................................................................................................16
1.1 Overview ................................................................................................................. 17 1.2 Context.................................................................................................................... 19
1.2.1 ServiceManagement............................................................................................... 19 1.2.2 Good practice in the public domain ......................................................................... 19 1.2.3 ITIL and good practice in Service Management...................................................... 21
1.2.3.1 ServiceStrategy..............................................................................................................23 1.2.3.2 Service Design................................................................................................................23 1.2.3.3 Service Transition ...........................................................................................................24 1.2.3.4 Service Operation...........................................................................................................24 1.2.3.5 Continual Service Improvement ......................................................................................24

1.3 Purpose................................................................................................................... 25 1.4Usage...................................................................................................................... 25

2 Service Management as a practice..................................................................26
2.1 What is Service Management? .............................................................................. 26 2.2 What are services? ................................................................................................. 28
2.2.1 The value proposition...
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