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Online access to the core ITIL® publication, providing authoritative and comprehensive guidance for ITSM professionals and those studying for the ITIL® Service Strategy exam.
ITIL® provides guidance on the provision of quality IT services, and on the processes needed to support them. Service Strategy is at the core of the ITIL® service lifecycle, and defines the strategy that a service provider needs in order to meet a customer’s business outcomes.
The advantages of online subscription are:
ITIL® 2011 Service Strategy describes those principles underpinning the practice of service management which are useful for developing service management policies, guidelines and processes across the ITIL® service lifecycle. It provides guidance on how to design, develop, and implement service management as a strategic asset as well as an organisational capability.
ITIL® 2011 Service Strategy includes practical guidance and examples where relevant, providing a view of ITIL that aligns business and IT, to their mutual benefit.
Topics covered in ITIL® 2011 Service Strategy include:
The concepts in ITIL® 2011 have been updated for clarity and consistency, without affecting the overall message, ensuring every stage of the service lifecycle remains focused on the business case, and relates to all the companion process elements that follow. ITIL® 2011 is fully aligned with MSP®, M_o_R®, PRINCE2® and P3O®.
ITIL® 2011 Service Strategy provides access to proven best practice based on the skill and knowledge of experienced industry practitioners in adopting a standardised and controlled approach to service management. It is recommended that the book is used in conjunction with the other core ITIL® publications.
Click to expand full contents »
List of figures
List of tables
Foreword
Preface
Acknowledgements
1. Introduction
2. Service management as a practice
3. Service strategy principles
4. Service strategy processes
5. Service strategy, governance, architecture and ITSM implementation strategies
6. Organizing for service strategy
7. Technology considerations
8. Implementing service strategy
9. Challenges, risks and critical success factors
Afterword
Appendix A: Present Value of an annuity
Appendix B: Description of asset types
Appendix C: Service strategy and the cloud
Appendix D: Related guidance
Appendix E: Risk Assessment and management
Appendix F: Examples of inputs and outputs across the service lifecycle
References and further reading
Abbreviations and glossary
Index
This online publication is also available in various different formats. Multiuser access is also available, or you can purchase this publication as an online subscription with all the other core ITIL® books in the ITIL® Lifecycle Publication Suite.