ITIL V3 Foundations

1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5 Continual Service Improvement

A way of working, or a way in which work must be done. Practices include Activities, Processesses, Functions, Standards, and Guidelines.

A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

An organization supplying services to one or more internal or external customers. IT service provider is often shortened to service provider.

Type I Service Provider: An Internal Provider embedded within a business unit. There may be several types within an organization. Type II Service Provider: A shared services unit that provides shared IT services to more than one business unit. Type III Service Provider: An external service provider that provides IT Services to external customers.

IT Service Management

IT Infrastructure Library

1. Service Strategy - How to transform IT Service Management into a strategic buisness asset. 2. Service Design - How to design IT services, processes, and functions to realize the strategy. 3. Service Transition - How to move new and changed IT services and components into a production environment safely and effectively. 4. Service Operation - How to efficiently and effectively deliver and support IT services. 5. Continual Service Improvement (CSI) - How to monitor and measure IT Service Management and make adjustments to remain aligned with business and strategy.

Represents all the resources, capabilities, and services of the service provider. It is like a menu at a restaurant listing all of the services that are provided to customers.

A listing of the services available to IT and the business.

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Lifecycle Stage Managers

1. Business 2. Underpinning IT

IT Service Assets provide IT Services that combine with Customer Assets to provide Business Outcomes. The perception of the Business Outcome creates value.

Any capability or resource of a service provider that contributes to the delivery of a service. Examples: People Information Infrastructure