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):
• Demand Management
• Strategy Generation
• Service Portfolio Management
• IT Financial Management
• Service Level Management
• Service Catalog Management
• Capacity Management
• Availability Management
• Service Continuity Management
• Information Security Management
• Supplier Management
• Transition Planning and Support
• Change Management
• Release and Deployment Management
• Service Asset and Configuration Management
• Service Validation and Testing
• Knowledge Management
• 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.]
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):