Created by Jason P. Rusch

1. Information Technology Infrastructure Library v3.0
5 Key Volumes
Process Objective: To provide guidance on how to design, develop and implement Service Management. It is about ensuring that IT
organizations are in position to achieve operational effectiveness and to offer distinctive services to their customers. Its ultimate goal is to
make the IT organization think and act in a strategic manner.
1.Introduction
2.Service management as a practice
3.Service strategy principles
4.Service strategy
5.Service economics
6.Strategy and organization
7.Strategy, tactics and operations
8.Technology and strategy
9.Challenges, critical success factors and risks
Process Objective: To design and develop IT services. Its scope includes the design of new services, as well as changes and
improvements to existing ones.:
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 the Service Design
7.Technology considerations
8.Implementing Service Design
9.Challenges, Critical Success Factors
Process Objective: To make sure that IT services are delivered effectively and efficiently. This includes fulfilling user requests, resolving
service failures, fixing problems, as well as carrying out routine operational tasks.
1.Introduction
2.Service Management as a practice
3.Service Operation principles
4.Service Operation processes
5.Common Service Operation activities
6.Organizing for Service Operation
7.Technology considerations
8.Implementation considerations
9.Challenges, Critical Success Factors and risks
Process Objective: To build and deploy IT services. It also makes sure that changes to services and Service Management processes are
carried out in a coordinated way.
1.Introduction
2.Service management as a practice
3.Service Transition principles
4.Service Transition processes
5.Servive Transition common operation activities
6.Organizing for Service Transition
7.Technology considerations
8.Implementing Service Transition
9.Challenges, Critical Success Factors and Risks
Process Objective: The Continual Service Improvement process uses methods from quality management in order to learn from past
successes and failures. It implements a closed-loop feedback system as specified in ISO 20000 as a means to continually improve the
effectiveness and efficiency of IT services and processes.
1.Introduction
2.Service management as a practice
3.Continual Service Improvement principles
4.Continual Service Improvement processes
5.Continual Service Improvement methods and techniques
6.Organizing for Continual Service Improvement
7.Technology considerations
8.Implementing Continual Service Improvement
9.Challenges, critical success factors and risks
Authored by; Jason P. Rusch - CISSP, CISM, CISA | www.infosec-rusch.com | jason@infosec-rusch.com
Service Operation
Service Design
Service Strategy
Service
Transition
Continual Service
Improvement