ITIL Service Delivery Book

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1、FOREWORDOrganisationsareincreasinglydependentonelectronicdeliveryofservicestomeetcustomerneeds.ThismeansarequirementforhighqualityITservices,matchedtobusinessneedsanduserrequirementsastheyevolve.CCTA’sITInfrastructureLibrary(ITIL)isthemostwidelyacceptedapproachtoITServiceManagementintheworld.ITILpro

2、videsacohesivesetofbestpractice,drawnfromthepublicandprivatesectorsinternationally,supportedbyacomprehensivequalificationscheme,accreditedtrainingorganisations,implementationandassessmenttools.BobAssiratiCCTAChiefExecutiveVersion4.2Page1PREFACETheethosbehindthedevelopmentoftheITInfrastructureLibrary

3、(ITIL)istherecognitionthatorganisationsareincreasingdependentuponITtosatisfytheircorporateaimsandmeettheirbusinessneeds.ThisgrowingdependencyleadstogrowingneedsforqualityITservices–qualitythatismatchedtobusinessneedsanduserrequirementsastheyemerge.Thisistruenomatterwhattypeorsizeoforganisation,beitn

4、ationalgovernment,amultinationalconglomerate,adecentralisedofficewitheitheralocalorcentralisedITprovision,anoutsourcedserviceprovider,orasingleofficeenvironmentwithonepersonprovidingITsupport.Ineachcasethereistherequirementtoprovideaneconomicalservicethatisreliable,consistentandfitforpurpose.ITServi

5、ceManagementisconcernedwithdeliveringandsupportingITservicesthatareappropriatetothebusinessrequirementsoftheorganisation.ITILprovidesacomprehensive,consistentandcoherentsetofbestpracticesforITServiceManagementprocesses,promotingaqualityapproachtoachievingbusinesseffectivenessandefficiencyintheuseofi

6、nformationsystems.ITILprocessesareintendedtobeimplementedsothattheyunderpinbutdonotdictatethebusinessprocessesofanorganisation.ITserviceproviderswillbestrivingtoimprovethequalityoftheservice,butatthesametimetheywillbetryingtoreducethecostsor,ataminimum,maintaincostsatthecurrentlevel.Foreachoftheproc

7、essesdescribedinthisbook,oneormorerolesareidentifiedforcarryingoutthefunctionsandactivitiesrequired.Itshouldbenotedthatorganisationsmayallocatemorethanoneroletoanindividualwithintheorganisation(althou