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ITIL V3 Core by Mind Map: ITIL V3
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ITIL V3 Core

Service Design

Designing services, from technical and business perspective: A guide to developing services and Service Management. The framework assists in development of valuable, recoverable customer services with achievable levels, standards, and regulations. The design guidance processes service strategies into a catalog of managed services.

1. Intro

Designing services, from technical and business perspective.

2. SM as a practice

What is service management?

What are services?

Functions and processes across the lifecycle

SD fundamentals

3. SD principles


Identifying service requirements

Design activities

Design aspects

The subsequent design activities

Design constraints


Business Service Management

SD models

4. SD processes

Service Catalogue Management

Service Level Management

Capacity Management

Availability Management

IT Service Continuity Management

Information Security Management

Supplier Management

5. SD technology-related activities

Requirements engineernig

Data and Information management

Application Management

6. Organizing for SD

Functional roles analysis

Activity analysis

Skills and attributes

Roles and responsibilities

7. Technology considerations

SD tools

SM tools

8. Implementing SD

Business Impact Analysis

Service Level Requirements

Risks to the servicess and processes

Implementing SD

Measurement of SD

9. Challenges, CSFs and risks




Service Operation

Day-to-day IT business, operating. A place to start if you are new to ITIL: A guide to develop practices involved in the management of Service Operations. The framework provides methods to stabilize services and allow changes. Proactive and reactive control perspectives are illustrated and management is given the information to make wise decisions to optimize the service lifecycle.

1. Intro

Achieve a desired steady state of managing services on a day to day basis

Focuses on the delivery and control process activities

V2 Service Support and Service Delivery Processes form a major part of this volume

2. SM as a practice

What is service management?

What are services?

Functions and processes across the lifecycle

SO fundamentals

3. SO Principles

Functions, groups, Teams, depts, and divisions

Achieving Balance in SO

Providing Service

Operation staff involvement in Service Design (SD) and Service Transition (ST)


4. Service Operation processes

Event Management

Incident Management

Request Fullfilment

Problem Management

Access Management

Operational activities of processes covered in other lifecycle phases

5. Common Service Operation activities

Monitoring and control

IT Operations

Mainframe Management

Server Management and Support

Network Management

Storage and Archive

DB Administration

Directory services anagement

Desktop Support

Middleware Management

Internet/Web Management

Facilities and Data Centre Management

Information Security Management and Service Operation

Improvement of operational activities

6. Organizing for Service Operation


Service Desk

Technical Management

IT Operations Management

Application Management

SO roles and responsibilities

SO Org. Structures

7. Technology Considerations

Generic requirements

Event Management

Incident Management

Request Fulfillment

Problem Management

Access Management

Service Desk

8. Implementing Service Operation

Managing Change in SO

SO and Project Management

Assesing and managnig risk in SO

Operational Staff in SD and ST

Planing and implementing SM technologies

9. Challenges, CSFs, and Risks




AA Complementary Industry Guidance





OSI Framework

AB Communication in SO

Routine operational communication

Communication between shifts

Performance reporting

Communication in projects

Communication in Changes

Communication in Exceptions

Communication in Emergencies

Communication with users and customers

AC Kepner and Tregoe

Defining the problem

Describing the problem

Establishing possible cause

Testing the most probable cause

Verifying the true cause

AD Ishikawa Diagrams

AE Detailed Description of Facilities Management

Building Management

Equipment hosting

Power Management

Environmental Conditioning and Alert Systems


Physical Access Control

Shipping and Receiving

Involvement in Contract Management


AF Physical Access Control

Service Transition

How to change live production infrastructure, implementing the needed services. A guide to develop methods for introducing requests for changes to the developed services into the live environment. The framework assists in the development of processes that minimize disruption to the environment through the establishment of controlled processes developed from the requirements in the Strategy framework and created from the design framework.

1. Intro

How to change live production infrastructure, implementing the needed services.

2. SM as a practice

What is service management?

What are services?

Functions and processes across the lifecycle

ST fundamentals

3. ST principles

Principles supporting ST

Policies for ST

4. ST processes

Transition planning and support

Change Management

Service Asset and Configuration Management

Release and Delpoyment Management

Service Validation and Testing


Knowledge Management

5. ST common operation activities

Managing communications and commitment

Managing organization and stakeholder change

Stakeholder management

6. Organizing for ST

Generic roles

Organiaztional context for transitioning a service

Organization models to support ST

ST relations with other lifecycle stages

7. Technology considerations

Knowledge Management tools


Configuration Management System

8. Implementnig ST

Stages of introducing ST

9. Challenges, CSFs and risks



ST under difficult conditions

Continual Service Improvement

Evaluating and improving services in support of business goals: A guide to developing the skills necessary to shape the quality of the service delivery and increase the value of the service to the customer; the framework utilizes ISO models as the feedback system.

1. Intro

Evaluating and improving services in support of business goals.

2. SM as a practice

What is service management?

What are services?

Functions and processes across the lifecycle

CSI fundamentals

3. CSI Principles

CSI and organizational change


Role definitions

External and internal drivers


The Deming Cycle

Service Measurement

Knowledge management



Frameworks, models, standards and quality systems

4. CSI Processes

The 7-Step improvement process

Service Reporting

Service Measurement


Business questions for CSI


5. CSI methods and techniques

Methods and techniques



Measurement and reporting frameworks

The Deming Cycle

CSI and other SM processes


6. Organizing for CSI

Roles and responsibilities that support CSI

The authority matrix


7. Technology considerations

Tools to support CSI activities


8. Implementing CSI

Critical considerations for implementing CSI

Where do I start?


CSI and organizational change

Communication strategy and plan


9. Challenges, CSFs and risks


Critical success factors



Service Strategy

Creating the set of services that help achieve business objectives: A guide to developing the principles of service management into a strategic asset. The framework helps to develop internal and external markets, service assets, the service portfolio, and implementation strategies.

1. Overview

Creating the set of services that help achieve business objectives.

2. Service Management as a practice

What is SM?

What are services?

The business process

Principles of SM

The Service Lifecycle

Functions and processes across the lifecycle

3. Service strategy principles

Value creation

Service assets

Service provider types

Service structures

SS fundamentals

4. Service Strategy

Define the market

Develop the offerings

Develop strategic assets

Prepare for execution

5. Service economics

Financial management


Service Portfolio Management

Service Portfolio Management Methods

Demand Management

6. Strategy and organization

Organizatioonal development

Organizational departmentalization

Organizational design

Organizational culture

Sourcing strategy

7. Strategy, tactics and operations

Implementation through the lifecycle

Strategy and design

Strategy and operations

Strategy and improvement

8. Technology and strategy

Service automation

Service interfaces

Tools for service strategy

9. Challenges, CSFs and risks


Coordination and control

Preserving value

Effectiveness in measurement