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Servicesupport guide CService Support London TSO ITIL Managing IT services CPublished byTSO The Stationery O ?ce and available from Online www tso shop co uk Mail Telephone Fax E-mail TSO PO Box Norwich NR GN Telephone orders General enquiries Fax orders

CService Support London TSO ITIL Managing IT services CPublished byTSO The Stationery O ?ce and available from Online www tso shop co uk Mail Telephone Fax E-mail TSO PO Box Norwich NR GN Telephone orders General enquiries Fax orders E-mail book orders tso co uk Textphone TSO Shops Kingsway London WC B PQ Fax ?? Bull Street Birmingham B AD Fax ?? Princess Street Manchester M AS Fax Arthur Street Belfast BT GD Fax ?? High Street Cardi ? CF PT Fax Lothian Road Edinburgh EH AZ Fax TSO Accredited Agents seeYellow Pages and through good booksellers For further information on OGC products contact OGC Service Desk Rosebery Court St Andrews Business Park Norwich NR HS Telephone This document has been produced using procedures conforming to BS Part ISO Titles within the ITIL series include Service Support Published Service Desk and the Process of Incident Management Problem Management Con ?guration Management Change Management and Release Management ISBN Service Delivery Published Capacity Management Availability Management Service Level Management IT Service Continuity Financial Management for IT Services and Customer Relationship Management ISBN Planning to Implement Service Management Published ICT Infrastructure Management Application Management Security Management Business Perspective The IS View on Delivering Services to the Business ISBN ISBN ISBN ISBN X ISBN ITIL back catalogue ?? an historical repository available as PDF downloads from www tso uk ITIL The managers ? set The complementary guidance set Environmental management strategy and computer operations set Published for the O ?ce of Government Commerce under licence from the Controller of Her Majesty ? s Stationery O ?ce ? Crown Copyright This is a crown copyright value added product reuse of which requires a Click- Use Licence for value added material issued by HMSO Applications to reuse reproduce or republish material in this publication should be sent to HMSO Licencing Division St Clements House - Colegate Norwich NR BQ Tel No Fax No E-mail hmsolicensing cabinet-o ?ce x gsi gov uk or complete the application form on the HMSO website http www hmso gov uk copyright licences valueadded appform htm HMSO in consultation with O ?ce of Government Commerce OGC may then prepare a Value Added Licence based on standard terms tailored to your particular requirements including payment terms First published Eleventh impression ISBN Printed in the United Kingdom for The Stationery O ?ce N c CContents Foreword by Bob Assirati xiii Preface xv Chapter Introduction The IT Infrastructure Library Deleted Best practice framework De facto standard Quality approach itSMF Restructuring the IT Infrastructure Library Target audience Navigating the IT Infrastructure Library Why choose a jigsaw concept The Service Support book Service Management Customers and Users A Code of Practice for IT Service Management - PD Service Management a process approach Recommended reading Chapter Relationship between processes Con ?guration Management Change Management Release Management Incident Management Problem Management Service Desk Service Level Management Capacity Management Financial Management for IT Services Availability Management IT Service Continuity Management Customer Relationship Management ICT Infrastructure Management Application Management Security Management