ITIL v3 : Objectives & Values

Objective of the Service Strategy phase :

1. Turning service management into strategic assets to help organization achieve their goals.
2. Determine the nature and type of service offered. Determining how it differ from competing services .
3. Creating value for customer and stakeholders.
4. Define service quality. Determining how to deliver and improve it .
5. Determining where and when to make strategic investments.

Value :

1. It is effectively and efficiently used to develop strategies objective.
2. It help IT organisation to develop and maintain the advantage of being reliable and valuable service provider.

Objective of the Service Design phase :

1. Design process that ensure efficiency and effectiveness.
2. Design stable infrastructure that can be built further or developed without compromising time or cost constraint.
3. Recognizing and controlling risk.
4. Design measurement methods to evaluate the success of the design process.

Value :

1. Reduced Total Cost of Ownership(TCO).
2. Improved in quality and consistency of service.
3. Improved IT governance.

Objective of the Service Transition phase :

1. Selecting resource and capacity
2. Controlling visible errors an anticipating risk.
3. Meeting service requirements and constraints.
4. Meeting customer expectations.

Value :

1. Ability to predict the service levels for the service,and to reduce variation.
2. Ability to meet business and governance compliance requirements
3. Skills to prevent service outages,disruptions, or reworks.

Objective of the Service Operation phase :

1. Continually maintaining the technology that accompanies the service
2. Ensuring everyday operation are properly conducted and controlled
3. Continually monitoring the performance, conducting assessments, and gathering information.

Service operation provides value to the Customer. It validates all the previous phases where the service was planed, designed and improvement are realized. Theses all are monitored in the service operation phase.

Objective of the Continuous Service Improvement phase :

1. Improve overall IT service quality
2. Ensuring customer satisfactions while maintaining cost effectiveness.
3. Ensuring quality of the management method used.

Value :

1. Improvement
2. Benefits
3. Return on Investment(ROI)
4. Value on Investment(VOI)

ITIL v3 : Service Lifecycle

In ITIL v3, the service lifecycle has been categorised into five core books. Thoses are :

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

MAPPING : ITILv2 to ITILv3

The 12 processes of the original ITILv2 are all categorised in the five new core ITIL books of the ITIL Lifecyle Publication Suite. The picture below maps those processes to the new books and identifies where the topic is dealt with primarily to the process.

ITIL v3 : Introduction

The IT Infrastructure Libary(ITIL) is a set of guidelines and best pratices outlining how IT Service Management(ITSM) can be Implemented.
ITIL intended to help organizations to optimize and manage their IT services and practices by focusing on the people,processes, and resources involved in delivering their services.
ITIL is one of the leading framework for ITSM globally because

1. It is nonproprietry.
2. It is nonprescriptive.
3. It provides best pratices.
4. It provides good pratices.

ITIL was developed and is managed by the Office of Government Commerce(OGC),an independent Office of the British Treasury.

The framework has evolved during late 1980's ITIL v1 that focused on "IT Infrastructure Management", which moved to the next level v2 where it talked about "IT Service Management".And now ITIL v3 published in May 2007 has specific focus on"Service Management".

Service Components

Basics of Service

Utility and Warranty, describe the value of service provided by a service provider

1. The utility effect of a service result in increased performance of customer assets and greater protability of achieving the customer's goals.
2. The warrenty effect represent a decrease in possible losses for the customer from variation in performance.

The combined utility effect and warrenty effect can help assure customer for services are fullfilled consistently.