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I N D I C E

ITIL................................................................................................................................................................................... 2ITIL v3.............................................................................................................................................................................. 2

Service Strategy............................................................................................................................................................ 2

Service Design.............................................................................................................................................................. 2Service Transition......................................................................................................................................................... 2Service Operation ......................................................................................................................................................... 3Continual Service Improvement ................................................................................................................................... 3

Cartulas y Contenido de cada libro ................................................................................................................................. 4Estrategia de Servicios (Service Strategy) .................................................................................................................... 4Diseo de Servicios (Service Design)........................................................................................................................... 4Transicin de Servicios (Service Transition) ................................................................................................................ 4Operacin de Servicios (Service Operation).................................................................................................................5Mejora Contnua de Servicios (Continual Service Improvement - CSI) ....................................................................... 5

Cartulas grandes.............................................................................................................................................................. 6Resumen de los Cinco libros........................................................................................................................................... 10

Service Strategy ............................................................................................................................................... 11Service Design.................................................................................................................................................. 11Service Transition............................................................................................................................................. 12Service Operation............................................................................................................................................. 12Continual Service Improvement ..................................................................................................................... 12


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ITIL

ITIL is best practice in IT Service Management, developed by OGC and supported by publications, qualificationsand an international vendor and user group, itSMF.

ITIL is intended to assist organisations in optimising their own IT service management practices. Worldwide, ITIL isthe most widely used best practice for IT Service Management.

ITIL is a top-down, business driven approach to the management of IT Services that specifically addresses thestrategic business value generated by the IT organisation and the delivery of high quality IT services. ITIL isdesigned to focus on the people, processes and technology issues that IT organisations face.

ITIL is aimed at:

* IT service providers* IT directors and managers* Chief Information officers

It will also inform:

* Business managers* Customers and end-users involved in building good relationships with their IT service providers plus any

organisation that depends on IT Services.

ITIL v3

ITIL v3 was launched in June 2007 and contained a significant revision of the organisation of the standard. Thereare five core titles in the ITIL series. They are available in three versions - book, CD-ROM and intranet licence.Each book covers an aspect of the Service Lifecycle which now consists of:

Service StrategyA sound service strategy is essential in the creation of high quality IT services. It provides a base upon which tobuild a successful service management function and ensures that best value is delivered to business customers.This Service Strategy book is a major strength of the new ITIL library. It introduces the service lifecycle andencourages the development of a business perspective. Whether you are a service provider or a businesscustomer, this book guides you through the choices that you need to make to achieve service excellence.

Service DesignWell-designed services play a vital role in realizing a sound service strategy. Effective design contributes towardsthe delivery of quality services that meet or exceed customer expectations. This book shows you how to createvaluable IT service assets for your organisation, but within business constraints, such as time and money.It provides a framework for service design that considers customer requirements, both now and in the future, whilekeeping the business view firmly in sight.

Service TransitionSuccessfully bringing a well-designed service into the live environment takes efficient planning. It is necessary todeliver new or changed services with the appropriate balance of speed, cost and safety while ensuring minimumdisruption to operations. Service Transition provides and supports the 'business as usual' delivery of theorganisation's requirements from IT. This book provides guidance on managing the many aspects of servicechanges, preventing undesired consequences while allowing for innovation. It is essential reading for anyoneseeking to deliver IT change with the best possible benefit to the business.
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Service OperationOnce services have been successfully delivered into the live environment they need to be managed effectively ona day-to-day basis. It is here, at the customer interface, that perceptions about your performance as a serviceprovider are created, and your success will be judged. This book introduces and explains delivery and controlactivities that support high quality service operation. Use of the guidance will help to ensure a balanced andflexible approach, setting you firmly on the road to achieving excellence as a service provider.

Continual Service ImprovementEven with a successful service operation in place, there is still a need to consider improvements at everyopportunity. This will help protect against losing your competitive edge and will ensure that the best possibleoutcomes are being achieved. This book focuses on the process elements involved in identifying and introducing acycle of service management improvements. It provides structure for your approach to assessing and measuringservices and helps you to avoid short-terms fixes in favour of a continual improvement in quality that truly benefitsyour business customers.


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Cartulas y Contenido de cada libro

Estrategia de Servicios (Service Strategy)

Estrategia de Servicios (Service Strategy)o Definir del mercadoo Desarollar las ofertaso Desarollar bienes econmicos estratgicos (strategic

assets)o Preparar el proveemiento

Economa de Servicios (Service Economics)o Gestin Financierao Retorno de inversino Gestin de cartera de Servicioso Mtodos de la Gestin cartera de Servicioso Gestin de demandas

Diseo de Servicios (Service Design)

Catlogo de Servicos

Gestin de Nivel de Servicio

Gestin de Capacidad

Gestin de Disponibilidad

Gestin de Continuacin de Servicio Gestin de Seguridad de Informacin

Gestin de Proveedores

Transicin de Servicios (Service Transition)

Planeamiento y Soporte de Transicin

Gestin de Cambios Gestin de bienes de Servicio y Configuracin

Gestin de Lanzamientos y Entrega

Validacin y prueba de servicios

Evaluacin

Gestin de Sabiendas


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Operacin de Servicios (Service Operation)

Gestin de Eventos

Gestin de Incidentes

Cumplimiento con Solicitudes

Gestin de Problemas

Gestin de acceso

Mejora Contnua de Servicios (Continual ServiceImprovement - CSI)

El proceso de las 7 etapas de mejora

Informes sobre Servicios

Medicin de Servicios

Retorno de inversin para CSI

La preguntas comerciales para CSI

Gestin de Nivel de Servicio


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Cartulas grandes


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Resumen de los Cinco libros

The ITIL Core consists of five publications (Fig 1.2). Each provides the guidancenecessary for an integrated approach as required by the ISO/IEC 20000

standard specification:

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Figure 1.2 ITIL Core

Each publication addresses capabilities having direct impact on a service

providers performance. The structure of the core is in the form of a lifecycle. It isiterative and multidimensional. It ensures organizations are set up to leveragecapabilities in one area for learning and improvements in others. The ITIL Core isexpected to provide structure, stability and strength to service managementcapabilities with durable principles, methods and tools. This serves to protectinvestments and provide the necessary basis for measurement, learning andimprovement.
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The guidance in ITIL can be adapted for use in various business environmentsand organizational strategies. The ITIL Complementary Guidance providesflexibility to implement the Core in a diverse range of environments. Practitionerscan select Complementary Guidance as needed to provide traction for the Corein a given business context, much like tyres are selected based on the type of

automobile, purpose and road conditions. This is to increase the durability andportability of knowledge assets and to protect investments in servicemanagement capabilities.

Service Strategy

The Service Strategy volume provides guidance on how to design, develop andimplement service management not only as an organizational capability but as astrategic asset. Guidance is provided on the principles underpinning the practiceof service management which are useful for developing service managementpolicies, guidelines and processes across the ITIL service lifecycle. Service

Strategy guidance is useful in the context of Service Design, Service Transition,Service Operation and Continual Service Improvement. Topics covered inService Strategyinclude the development of markets, internal and external,service assets, service catalogue and implementation of strategy through theservice lifecycle. Financial Management, service portfolio management,organizational development and strategic risks are among other major topics.

Organizations use the guidance to set objectives and expectations ofperformance towards serving customers and market spaces, and to identify,select and prioritize opportunities. Service Strategy is about ensuring thatorganizations are in position to handle the costs and risks associated with their

service portfolios, and are set up not just for operational effectiveness but fordistinctive performance. Decisions made with respect to Service Strategy havefar-reaching consequences including those with delayed effect.

Organizations already practising ITIL use this volume to guide a strategic reviewof their ITIL-based service management capabilities and to improve thealignment between those capabilities and their business strategies. This volumeof ITIL encourages readers to stop and think about why something is to be donebefore thinking of how. Answers to the first type of questions are closer to thecustomers business. Service Strategy expands the scope of the ITIL frameworkbeyond the traditional audience of IT service management professionals.

Service Design

The Service Design volume provides guidance for the design and developmentof services and service management processes. It covers design principles andmethods for converting strategic objectives into portfolios of services and serviceassets. The scope of Service Design is not limited to new services. It includes thechanges and improvements necessary to increase or maintain value to
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customers over the lifecycle of services, the continuity of services, achievementof service levels and conformance to standards and regulations. It guidesorganizations on how to develop design capabilities for service management.

Service Transition

The Service Transition volume provides guidance for the development andimprovement of capabilities for transitioning new and changed services intooperations. This publication provides guidance on how the requirements ofService Strategy encoded in Service Design are effectively realized in ServiceOperation while controlling the risks of failure and disruption. The publicationcombines practices in release management, programme management and riskmanagement and places them in the practical context of service management. Itprovides guidance on managing the complexity related to changes to servicesand service management processes; preventing undesired consequences whileallowing for innovation. Guidance is provided on transferring the control of

services between customers and service providers.

Service Operation

The volume embodies practices in the management of Service Operation. Itincludes guidance on achieving effectiveness and efficiency in the delivery andsupport of services so as to ensure value for the customer and the serviceprovider. Strategicobjectives are ultimately realized through Service Operation,therefore making it a critical capability. Guidance is provided on how to maintainstability in Service Operation, allowing for changes in design, scale, scope andservice levels. Organizations are provided with detailed process guidelines,

methods and tools for use in two major control perspectives: reactive andproactive. Managers and practitioners are provided with knowledge allowingthem to make better decisions in areas such as managing the availability ofservices, controlling demand, optimizing capacity utilization, scheduling ofoperations and fixing problems. Guidance is provided on supporting operationsthrough new models and architectures such as shared services, utility computing,web services and mobile commerce.

Continual Service Improvement

This volume provides instrumental guidance in creating and maintaining value for

customers through better design, introduction and operation of services. Itcombines principles, practices and methods from quality management, ChangeManagement and capability improvement. Organizations learn to realizeincremental and large-scale improvements in service quality, operationalefficiency and business continuity. Guidance is provided for linking improvementefforts and outcomes with service strategy, design and transition. A closed-loopfeedback system, based on the PlanDoCheckAct (PDCA) model specified in
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ISO/IEC 20000, is established and capable of receiving inputs for change fromany planning perspective.
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