ITIL V3 provides guidance for IT service management and is broken into 5 core publications: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Each publication contains key principles and processes to help organizations deliver valuable services to customers and achieve business goals. The framework focuses on areas like service portfolio management, service delivery, service support, and using metrics to facilitate continual improvement.

1. ITIL V3 - At A Glance
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Service Strategy Service Design Service Transition Service Operation Continual Service
Determine Perspective
Form a Position
3
3
Collect requirements
Analyze
3
3
Plan and prepare
Build and test
3
3
Monitor and control
Manage activities
3
3
Improvement
Plan 3
Craft a Plan 3 Design 3 Testing and pilots 3 Generate metrics 3 Do 3
Adopt Patterns of Action 3 Evaluate 3 Transfer, deploy, retire 3 Provide reports 3 Check 3
Procure and/or develop 3 Review and close 3 Act 3
Key Principles Key Principles Capacity Management Key Principles Evaluation Key Principles Event Management Key Principles
Service Lifecycle Five design aspects (Business, service and Policies for service transition Management IT services vs. technology s Generate event notification Organizational change
Value: Utility and warranty - Service portfolio design component) Managing communications components s Detect event Service measurement
s Plan evaluation
Service Assets: Resources and - Definition of requirements and and commitment Stability vs. responsiveness s Filter event Assessments and benchmarking
s Review current capacity s Evaluate predicted performance
capabilities design of service solutions Managing organization Quality vs. cost s Categorize event Governance
s Improve capacity and stakeholder change s Evaluate actual performance
Systems, processes, roles, units - Technology and architectural Reactive vs. proactive s Correlate events Deming cycle
and functions s Assess, agree and document Stakeholder management Organizational structures
Service provider types
design
- Process design
requirements Big bang vs. phased Service Asset and Operational health
s Trigger response CSI model
s Select response
Value networks - Measurement design
s Plan new capacity Push vs. pull Configuration Communication s Review actions 7-Step Improvement
Strategy Generation Service oriented architecture
Information Security
Automation vs. manual
Service V model
Management Documentation s Close event Process
Business service management s Management and planning
s Define the market Service design models Management Data-Information-Knowledge-
Wisdom s Configuration identification
Request Functions s Define what you should measure
s Define what you can measure
s Develop the offerings People, Processes, Products / s Produce and maintain information s Configuration control Fulfillment s Service Desk
s Develop strategic assets Technology and Partners security policy s Gather data
s Prepare for execution (the 4 Ps) s Implement security policy
Release and Deployment s Status accounting and reporting s Select and input details of service - Single point of contact
s Process data
s Verification and audit request - Local, Central, Virtual, Follow the
s Assess and classify information Management Sun s Analyze data
Service Portfolio Service Catalogue assets
s Approve service request
Management s Implement and improve security
s Plan deployment of release package Service Validation and s Fulfill service request s IT Operations Management s Present and use information
Management controls
s Prepare for build test and deployment
Testing Management s Close service request - IT operations control s Implement corrective action
s Agree service definition s Build and test - Console management
s Define s Monitor and manage security
s Analyze s Agree contents breaches s Test service and conduct pilot s Manage validation and test Incident Management - Job scheduling Service Measurement
s Produce and maintain service s Plan and prepare for deployment s Plan and design tests
s Approve s Reduce security breaches s Identify incident - Backup and restore s Develop a service measurement
catalogue s Perform and transfer, deployment, s Verify test plan and test designs
s Charter s Perform reviews, audits and s Log incident - Print and output framework
s Interface with stakeholders penetration tests and retirement s Prepare test environment
s Categorize incident - Facilities management s Define what to measure
s Verify deployment s Perform tests
Risk Management Service Level IT Service Continuity s Support early life s Evaluate exit criteria and report s Prioritize incident s Technical Management s Set targets
s Review and close deployment s Clean up test environments and s Carry out initial diagnosis - Manage technical knowledge s Create a measurement
s Analyze risk Management Management close s Escalate incident - Plan, implement and maintain framework grid
s Manage risk s Interpret and use metrics
s Determine requirements and agree s Initiate project Change Management s Investigate and diagnose incident stable infrastructure
Demand Management SLAs s Determine requirements and s Create and record Request For
Key Documents s Resolve and recover incident s Applications Management
s Create scorecards and reports
s Monitor and report produce strategy s Close incident - Manage applications knowledge
s Analyze and codify Patterns of s Improve customer satisfaction s Develop plans and implement
Change (RFC)
s Review RFC
2 Service transition policies and
plans - Ensure applications are
Service Reporting
Business Activity (PBA) s Conduct service reviews strategy
s Assess and evaluate change 2 Service Design Package (SDP) Access Management appropriately designed, resilient s Define reporting policies and rules
s Match User Profiles (UP) s Revise SLAs and underpinning s On going operation and effective
s Authorize change 2 Service Acceptance Criteria (SAC) s Request access s Collate
s Develop service packages agreements s (Invoke the continuity plan) - Provide support resource
s Plan updates 2 Change and configuration s Verify request s Translate and apply
s Define Service Level Packages s Develop relationships
s Coordinate change implementation management policy, plans and s Provide rights s Publish
Financial Management
s Maintain templates Key Documents s Review and close change
reports s Monitor identity status and maintain Key Documents
Supplier Management 2 Service design policies and plans 2 Change schedule users, roles and groups 2 Service operation policies and Key Documents
s Valuate services
2 Service Acceptance Criteria (SAC) Transition Planning and 2 CAB agenda and minutes s Log and track access plans 2 Continual service improvement
s Model demand s Evaluate and Service Level Requirements 2 Configuration model s Remove or restrict rights 2 Event management policy, plans policies and plans
s Optimize service portfolio s Establish (SLR) Support 2 Configuration baselines and status s Maintain directories and reports 2 Corporate and IT vision, mission,
s Optimize service provisioning s Manage performance 2 Service Design Package (SDP) s Define transition strategy reports 2 Incident management policy, plans goals and objectives
s Plan s Renew and/or terminate 2 Solution designs s Prepare for service transition 2 Release policy, plans, packages and
documentation
Problem Management and reports 2 Critical Success Factors (CSF)
s Analyze service investments s Categorize suppliers and maintain 2 Architectures and standards s Plan and coordinate service 2 Incident models 2 Key Performance Indicators (KPI)
2 Service quality policy, risk policy, s Detect problem
s Account SCD 2 Service level policy, plans and transition 2 Major incident procedure and metrics
test strategy, test models, test s Log problem
s Comply reports s Advice plans and test reports 2 Request fulfillment policy, plans 2 Service level targets
s Categorize problem
s Analyze Variable Cost Dynamics Availability 2 Service Level Agreements (SLA) s Provide administration
2 Build plans and documentation s Prioritize problem
and reports 2 Balanced scorecard
(VCD) and Operational Level Agreements 2 Request models 2
Management (OLA)
s Monitor and report progress
2 Evaluation plans and reports s Investigate and diagnose problem 2 Problem management policy, plans
SWOT analysis
2 Deployment plans and reports 2 Service Improvement Plans (SIP)
Key Documents (Reactive and proactive) 2 Service Improvement Plan (SIP)
Service Knowledge s Find a workaround and reports
2 Business case
2 Availability policy, plans, design 2 Transition closure report s Raise a known error 2 Problem models
2 Service objectives, strategies, s Monitor, measure, analyze, report criteria, risk analysis and reports Management 2 Knowledge management strategy 2 Reporting policies and rules
policies and plans and review s Resolve problem 2 Process manuals
2 Reports
s Investigate and instigate 2 Capacity policy, plans, forecasts s Define knowledge management s Close problem 2 Technical documentation
2 Service definition, classification and reports
and visualization s Assess and manage risk strategy s Review major problem 2 Operational procedures and
2 Business and IT service continuity s Transfer knowledge instructions
2 Service models s Implement countermeasures policy, strategy, plans, risk and
2 Option space s Plan and design business impact analysis and reports s Manage data and information 2 Functional documentation
2 Business Impact Analysis (BIA) s Review and test 2 Business and information security s Maintenance of Knowledge Items (KIs) 2 User guides
policy, strategy, plans, risk analysis, s Maintain Service Knowledge
2 Financial plan
Management System (SKMS)
2 Business case classification, controls and reports
2 Patterns of Business Activity 2 Supplier and contracts policy,
(PBA) strategy, plans and reports
2
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