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ITIL® and ISO/IEC 20000: A practical handbook
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ITIL® and ISO/IEC 20000: A practical handbook
by AXELOS
ISO/IEC 20000 and ITIL A Practical Handbook
Copyright Page
Contents
List of figures
List of tables
Acknowledgements
Introduction
1. Defining business drivers to execute a service management system
1.1 Driver 1: How ISO/IEC 20000 and ITIL can identify customer needs and deliver value
1.2 Driver 2: How ISO/IEC 20000 and ITIL can reduce unplanned downtime
1.3 Driver 3: How ISO/IEC 20000 and ITIL can reduce total cost of ownership
1.4 Driver 4: How ISO/IEC 20000 and ITIL can provide a competitive advantage
1.5 Driver 5: How ISO/IEC 20000 and ITIL can improve quality of services
2. Defining current reality
2.1 Where are we now?
2.2 Service provider attributes of an incomplete process
2.3 Service provider attributes of an optimized process
2.4 ISO/IEC 15504 process capability levels
2.5 ISO/IEC 20000 and ITIL mapping and integration
3. Defining future reality
3.1 Where do we want to be?
4. Planning, designing, implementing and operating service management
4.1 How do we get there?
4.2 Planning the development of a roadmap
4.3 Establish and improve the SMS
5. Measuring success
5.1 Did we get there?
6. Keeping the momentum and innovation
6.1 How do we keep the momentum going?
6.2 Starting with training
6.3 Go slow to go fast
6.4 Are you thinking service management?
6.5 Taking a programme approach to implementing service management
6.6 Programme management of service management is a best practice
6.7 Service management initiation phase
6.8 Visible executive and management commitment
6.9 Awareness campaigns
6.10 Best-laid plans
6.11 Communication and the control of it
6.12 Who’s doing what: roles and responsibilities
6.13 Training
6.14 Service improvement plan and process implementation
References
Back Cover
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