8/2/2019 ITIL V3 Foundation Handbook Contents

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Contents

Acknowledgements 3

Aboutthisguide 4

1 IntroductiontotheITILServiceManagementframework 7

1.1 Goodpractice 7

1.2 TheITILframework 7

1.3 WhatisServiceManagement? 81.4 TheITILServiceManagementmodel 11

2 ServiceStrategy 15

2.1 Goals,objectives,scopeandvalue(SS1.3) 15

2.2 Keyprinciples 18

2.3 Processesandactivities 23

3 ServiceDesign 38

3.1 Goals,objectives,scopeandvalue(SD2.4,3.1) 38

3.2 Keyprinciples 41

3.3 Processesandactivities 44

3.4 Technologyconsiderations(SD7) 75

4 ServiceTransition 77

4.1 Goals,objectives,scopeandvalue(ST1.3,2.4) 77

4.2 Keyprinciples(ST3.1) 78

4.3 Processesandactivities 79

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5 ServiceOperation 105

5.1 Goals,objectives,scopeandvalue(SO2.4) 105

5.2 Keyprinciples 106

5.3 Processesandactivities 1085.4 Processesfromotherlifecyclestages 124

5.5 Functions 127

6 ContinualServiceImprovement 142

6.1 Goals,objectives,scopeandvalue(CSI2.4) 142

6.2 Keyprinciples 144

6.3 Processesandactivities 1486.4 Additionalorganizationroles 156

7 Qualifications 159

7.1 Overview 159

7.2 Foundation 159

7.3 Intermediatelevel 160

7.4 ITILExpert 1617.5 ITILMaster 161

7.6 ExistingITILv1andv2qualifications 161

Relatedstandardsandothersources 163

Furtherguidanceandcontactpoints 165