I’ve been reading “The Official Introduction to the ITIL Service Lifecycle Book” from Sharon Taylor. It’s a good read and quite an effective introduction to ITIL v3 (and an obviously cheaper one than the five ITIL v3 core books for 30£ the hardcopy or a bit more for electronic versions).
The tenth chapter gives a glimpse (more of a teaser actually) to the Service Management Model to be made available online on the ITIL Live web portal http://www.itil-live-portal.com/ as part of the dynamic complementary guidance that’s meant to keep ITIL up to date.
There’s a graphical view for the 27 processesentries spread along the Service Lifecycle (Figure 10.2, page 150). IT presents a broad perspective of where those processes intervene throughout the Lifecycle.
It’s a temptation to find where the process fit now under the Service Lifecycle umbrella. And a crucial one, since there’s lot of effort around the world by organizations around ITIL and the typical way to go is based on processes.
From that diagram we have the following 2726 ITIL v3 processes (by Service lifecycle stage where they’re rooted):
Service Strategy
• Demand Management
• Strategy Generation
• Service Portfolio Management
• IT Financial Management
Service Design
• Service Level Management
• Service Catalog Management
• Capacity Management
• Availability Management
• Service Continuity Management
• Information Security Management
• Supplier Management
Service Transition
• Transition Planning and Support
• Change Management
• Release and Deployment Management
• Service Asset and Configuration Management
• Service Validation and Testing
• Evaluation
• Knowledge Management
Service Operation
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• Operation Management
Continual Service Improvement
• Service Measurement
• Service Reporting
• Service Improvement (The Seven-step improvement Process)
The previous, too quantitative and superficial approach I took to count 27 ITIL v3 processes, listed the Business Relationship Management (which although referred to is not treated explicitly as a process in the ITIL v3 core books) so that one is out of the above list…
I am confused with the inclusion of Operation Management (I’ve seen it as “Common Service Operation activities” in an older version of that diagram). Any thoughts on this?
[Update: After reading the Service Operation book regarding Operation Management/”Common Service Operation activities” I’ve got a clearer picture of it. Please see comment for this post.]
[And another update: I’ve removed the Operation Management entry. It’s a function. It’s 26 processes… no more counting. Check this post and this one]
There’s also a wonderful big picture diagram at the beginning of each chapter dedicated to a phase, depicting the five Service Lifecycle phases flow. It is gradually completed until we get to Continual Service Improvement and I find it quite good for positioning the reader (and of course it had to be done by the great visual explainer Colin Rudd – got to feature him as a guru one day soon).
The book can be bought at (besides the big online book stores and probably with a discount from itSMF local chapters):
ITIL Blues 
September 12, 2007 at 11:15 am |
Regarding my confusion with Operation Management being included seemingly as a process in process/Service Lifecycle diagram referred to in this post:
From the introduction of Service Operation (rigth at the end of page 7) we get the explanation:
“Chapter 5 covers a number of Common Service Operation activities, which are groups of activities and procedures performed by Service Operation Functions. These specialized, and often technical, activities are not processes in the true sense of the word, but they are all vital for the ability to deliver quality IT services at optimal cost.”
So, from the introduction to that chapter we get that “Common Service Opearation activities” is not a process but a set (a potentially growing one; new categories will be added as technology evolves) of specialized technical activities who’s goal is to make sure the technology required to deliver and support services is operating effectively and efficiently.
The basic idea is that although those activities are not directly Service Management processes they do support them and thus the provided guidance helps organizations change their mindset from managing technology by itself to achieving performance that will integrate the technology components to achieve service and business objectives.
The aim of the descriptions in chapter 5 is to highlight the importance and nature of technology management for Service Management in the IT context (so it does not provide a detailed analysis of all activities – since they’re specialized one should go to platform vendors and other more technical frameworks for more).
Rui
October 13, 2007 at 3:30 pm |
[…] ITIL Blues ITIL rants and raves « A good read… and 27 ITIL v3 processes […]
October 18, 2007 at 11:54 am |
[…] you read Sharon Taylor’s Official intro book you’ll recognize his hand in the first diagram for every Service Lifecycle phase chapter. […]
January 28, 2008 at 4:51 am |
I have been working through the Official Intro recently – it’s a bit of a shame it came out after the core books but there you go; better late than never.
With regard to the confusion on ‘Operations Management’, this presumably actually refers to the function. It’s a shame the extra 3 functions use the word ‘management’ – an opportunity for confusion I suspect.
April 26, 2008 at 11:54 am |
You should have a look at this diagramm, too: http://www.serview.de/content/itsm1/education/images/slimposter.pdf
Helped me a lot in getting how the processes work together…
May 28, 2011 at 4:21 pm |
I would like to get interaction between ITIL v3 processes