This publication is your gateway to ITIL. It explains the basic concept of IT Service Management and the place of ITIL, introducing the new lifecycle model, which puts into context all the familiar ITIL processes from the earlier books. This title introduces ITSM and ITIL, explains why the service lifecycle approach is best practice in today’s ITSM, and makes a persuasive case for change.
After showing high level process models, it takes the reader through the main principles that govern the new version: lifecycle stages, governance and decision making, then the principles behind design and deployment, and operation and optimisation.
- The main body introduces the five main titles with an introduction and clearly laid out summary of objectives, practice, key elements, roles and responsibilities and service performance.
- Gives an overview of the guidance specific to each stage of the lifecycle.
- Each chapter concludes with key messages and lessons, showing how the Introduction relates to the full library with its deeper levels of practice expertise and structured application.
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