Autumn through to the Winter 2006 sees the delivery of the five ITIL Refresh ‘core’ volumes or publications. The details of the ‘core’ publications are as follows
·Service Strategies (SS) â€" focussed on the alignment of the business and IT, primarily the publication brings the business focus into view in the service life-cycle, providing both an understanding of the business vision and value, together with the role IT plays in realising and enabling the vision and value to be achieved.
Outlined are plans to assist in the implementation of IT Service Management practices that are tied to business needs for both new and existing services (reading between the lines this could relate to the Business Relationship Management role as described within ISO/IEC 20000. formally BS15000). Each accompanying ‘core’ volume will link deliverables back to meeting / achieving business goals, requirements and Service Management principles described in this volume.
The volume will include concepts and guidance for:
o Service definition
o Service Management strategy and value planning
o IT service governance and direction setting
o Value realization
o Linking business plans and directions to IT service strategies
o Service archetypes
o Service provider types
o Business Strategies
o Service Strategies
o Service Management capabilities
o Formulating, translating and reviewing service strategies
o Planning and implementing service strategies
o Roles and responsibilities
o Measurement and control
o Challenges, critical success factors and risks
o Companion best practices
·Service Design (SD) â€" provides guidance on the production and maintenance of IT processes, policies, architectures and documents for the design of appropriate and innovative IT infrastructure services, solutions and processes to meet exiting and future business requirements.
The volume will include concepts and guidance for:
o The Service lifecycle
o Service Design objectives and elements
o Selecting the Service Design model
o In-source
o Outsource
o Co-source
o Shared service
o Service requirements
o Service, people, process, knowledge and tools
o Roles and responsibilities
o Capability
o Cost model
o Benefit and risk analysis
o Process fundamentals
o Methods, practices and tools
o Implementing service design
o Measurement and control
o Challenges, critical success factors and risks
·Service Transition (ST) â€" provides guidance activities for the transition of services into the business environment with a particular focus on the long-term change management role and release practices to consider risks, benefits, delivery mechanisms and the ease of ongoing operations of services.
The volume will include concepts and guidance for:
o Managing organizational and cultural change
o Knowledge management
o Service management knowledge base system
o Risk analysis and management
o Lifecycle stages
o Principle of Service Transition
o Process fundamentals
o Roles and responsibilities
o Methods, practices and tools
o Implementing service design
o Measurement and control
o Challenges, critical success factors and risks
o Companion best practices
·Service Operations (SO) â€" focuses on delivery and control process activities to achieve a desired steady state of managing services on a day-to-day basis. ITIL version 2 Support and Delivery processes form a major part of this publication.
The volume will include concepts and guidance for:
o Service Operations lifecycle stages
o Principles of Service Operations
o Process fundamentals
o Functions
o Applications management
o Infrastructure management
o Operations management
o Roles and responsibilities
o Control processes and functions
o Procedural activities and templates
o Methods, practices and tools
o Implementing service design
o Scalable practices
o Measurement and control
o Challenges, critical success factors and risks
o Companion best practices
·Continual Service Improvement (CSI) â€" focuses on process elements involved in identifying and introducing service management improvements and issues dealing with service retirement.
The volume will include concepts and guidance for:
o Business drivers for improvement
o Technology drivers for improvement
o Justification
o Business, financial and organizational benefits
o Principles of Continual Service Improvement
o Process fundamentals
o Roles and responsibilities
o Methods, practices and tools
o Implementing service improvement
o Measurement and control
o Challenges, critical success factors and risks
o Companion best practices