Livro introdução itil v3

The Official Introduction to the ITIL Service Lifecycle

London: TSO

Published by TSO (The Stationery Office) and available from: Online www.tsoshop.co.uk Mail,Telephone, Fax & E-mail TSO PO Box 29, Norwich NR3 1GN Telephone orders/General enquiries: 0870 600 5522 Fax orders: 0870 600 5533 E-mail: [e-mail] Textphone: 0870 240 3701 TSO Shops 16 Arthur Street, Belfast BT1 4GD 028 9023 8451 Fax [phone] Lothian Road, Edinburgh EH3 9AZ 0870 606 5566 Fax [phone] TSO@Blackwell and other Accredited Agents

Published with the permission of the Office of Government Commerce on behalf of the Controller of Her Majesty’s Stationery Office. © Crown Copyright 2007 This is a Crown copyright value added product, reuse of which requires a Click-Use Licence for value added material issued by OPSI. Applications to reuse, reproduce or republish material in this publication should be sent to OPSI, Information Policy Team, St Clements House, 2-16 Colegate, Norwich, NR3 1BQ, Tel No [phone] Fax No [phone], E-mail: [e-mail] , or complete the application form on the OPSI website http://www.opsi.gov.uk/click-use/value-added-licence-information/index.htm OPSI, in consultation with Office of Government Commerce (OGC), may then prepare a Value Added Licence based on standard terms tailored to your particular requirements including payment terms The OGC logo ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The swirl logo ™ is a Trade Mark of the Office of Government Commerce First published 2007 ISBN 9780113310616 Printed in the United Kingdom for The Stationery Office N5635491 c60 08/07

|

iii

Contents
List of figures List of tables OGC’s foreword Chief Architect’s foreword Preface 1 Introduction
1.1 1.2 1.3 1.4 1.5 1.6 A historical perspective of