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A multi-user licence to one of the core five ITIL® publications, providing authoritative and comprehensive guidance for ITSM professionals and those studying for the ITIL® Service Design exam.
ITIL® provides guidance on the provision of quality IT services, and on the processes needed to support them. The purpose of the service design stage of the lifecycle is to design IT services, together with the governing IT practices, processes and policies, to realise the service provider’s strategy and to facilitate the introduction of these services into supported environments, ensuring quality service delivery, customer satisfaction and cost-effective service provision.
If you are looking to provide access to some or all of the core ITIL® books to a large ITSM team, multi-user access is often a very cost-effective way of each member of staff accessing the content.
If you are buying all five ITIL® core titles you’ll save over £800 by buying an ITIL® Lifecycle Publication Suite Multi-user Licence.
ITIL® 2011 Service Design provides guidance for the design and development of services and service management practices. It covers:
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®.
It is recommended that ITIL® 2011 Service Design 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 design principles
4. Service design processes
5. Service design technology-related activities
6. Organizing for service design
7. Technology considerations
8. Implementing service design
9. Challenges, risks and critical success factors
Afterword
Appendix A: The service design package
Appendix B: Service acceptance criteria (example)
Appendix C: Process documentation template (example)
Appendix D: Design and planning documents and their contents
Appendix E: Environmental architectures and standards
Appendix F: Sample service level agreement and operational level agreement
Appendix G: Service catalogue example
Appendix H: The service management process maturity framework
Appendix I: Example of the contents of a statement requirements and/or invitation to tender
Appendix J: Typical contents of a capacity plan
Appendix K: Typical contents of a recovery plan
Appendix L: Procurement documents
Appendix M: Risk Assessment and management
Appendix N: Related guidance
Appendix O: Examples of inputs and outputs across the service lifecycle
References and further reading
Abbreviations and glossary
Index
A concurrent multi-user licence enables a number of people to access the full range of ITIL® material simultaneously in its full online format. Multi-user access to the material is by IP authentication, password and username, or referral link, which means that any person using these methods will be able to access the material, up to the maximum number of simultaneous users permitted by your licence. As all users of ITIL® material within an organisation do not necessarily need to access it simultaneously, a multi-user licence can be a very cost-effective option. A licence covering one concurrent user, for example, may support between 10 and 15 users inside your organisation, depending on the frequency and timing of each user’s access of the material.
You can purchase a multi-user licence by selecting the appropriate amount of users to be covered by the licence in the in the drop-down box above.
We can, and often do, supply multi-user licences for larger organisations which may need hundreds of staff to access the material. Please contact us for a price and any specific information you may need in considering this purchase.