ITIL Lite
A Road Map to Full or Partial ITIL Implementation
1st Edition
Published on 17. October 2012
138 pages
978-0-11-331384-6 (ISBN)
Description
This publication explains which components are essential and explains how to select the appropriate components for implementation. The title is based around a project template to help readers prepare their own project. Ideal for those departments whose budgets have been reduced but who still want to improve key processes and functions.
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10/2012
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Content
- ITIL® Lite - A road map to full or partial ITIL implementation
- Contents
- List of figures and tables
- Preface
- 1 Why ITIL Lite?
- 1.1 Reasons why ITIL may not be fully implemented
- Figure 1.1 ITIL processes and functions
- 1.2 Linear versus lifecycle aproach
- Table 1.1 Linear versus lifecycle approach
- 1.3 Why you cannot implement the ITIL service lifecycle using a linear aproach
- Figure 1.2 ITIL v2 framework
- Figure 1.3 ITIL v2 overlay onto ITIL 2011
- 1.4 Summary
- 2 A simple but effective approach to ITIL process engineering
- 2.1 Why you need a systematic aproach to process engineering
- 2.2 Why the processes must incorporate more than ITIL
- Figure 2.1 Best-practices pyramid
- 2.3 Process design for ITIL Lite
- Figure 2.2 Process transmission and activity components
- Figure 2.3 Example of process transmission and activity actions
- Figure 2.4 Work instruction components
- Figure 2.5 Work instruction example
- Figure 2.6 Control and quality element
- Figure 2.7 Control and quality example
- Figure 2.8 Process linkage
- Figure 2.9 Example of a linkage element
- Figure 2.10 Discrete and compound process maps
- 2.4 Monitoring ITIL processes
- Figure 2.11 ITIL, COBIT and the process elements
- Figure 2.12 Process performance measurement points
- Figure 2.13 Process metrics example
- Figure 2.14 Presenting process metrics
- 2.5 Building ITIL Lite processes
- Figure 2.15 Procedure for building a process
- Figure 2.16 ITIL problem management process (from ITIL Service Operation)
- Figure 2.17 The five key process questions
- Figure 2.18 Writing-on-the-wall charts
- Figure 2.19 Approaches to finalizing and documenting process elements
- Figure 2.20 Metrics and the process flow
- 3 Categorizing ITIL components
- 3.1 Why do ITIL components need to be categorized?
- Figure 3.1 Football analogy
- 3.2 The four categories
- Figure 3.2 Four categories example
- 3.2.1 Components for the action category
- Figure 3.3 Action category components
- 3.2.2 Components for the influencing category
- Figure 3.4 Influencing category components
- 3.2.3 Components for the resourcingc ategory
- Figure 3.5 Resourcing category components
- 3.2.4 Components for the underpinning category
- Figure 3.6 Underpinning category components
- Figure 3.7 Typical component categories
- Figure 3.8 Category to publication template
- 3.3 The art of categorization
- 3.3.1 Reasons for categorization
- 3.3.2 Guidance for categorization
- 3.3.3 Performing categorization
- Figure 3.9 Component categorization action plan
- Figure 3.10 Component description document
- 3.4 Summary
- 4 The filtering process
- 4.1 Filtering the ITIL components
- Figure 4.1 Component grading plan
- 5 ITIL Lite templates
- Figure 5.1 Reason and approach matching
- Figure 5.2 Blank ITIL Lite master template
- 5.1 The aproaches
- 5.1.1 Bare necessities approach
- Figure 5.3 Bare necessities template
- 5.1.2 Organic growth approach
- 5.1.3 Service support approach
- Figure 5.4 Service support template
- 5.1.4 Service delivery approach
- Figure 5.5 Service delivery template
- 5.1.5 V2 approach
- Figure 5.6 V2 template
- 5.1.6 V2 plus approach
- 5.1.7 Lifecycle approach
- Figure 5.7 V2 plus template
- Figure 5.8 Lifecycle template
- 5.1.8 Service improvement approach
- Figure 5.9 Service improvement template
- 5.1.9 Service operation approach
- 5.1.10 Service ownership approach
- Figure 5.10 Service operation template
- 5.1.11 Best-practice approach
- 5.1.12 Create-your-own-template approach
- 5.1.13 Classic ITIL Lite - a suggested start for adopting ITIL
- Figure 5.11 Classic ITIL Lite components
- Figure 5.12 Classic ITIL Lite template
- Figure 5.13 Relationships between classic components
- 5.2 Creating an ITIL Lite template
- Figure 5.14 Creating an ITIL Lite template
- 6 Preparing to implement ITIL Lite
- 6.1 Component maturity
- Figure 6.1 Creating PMF maturity targets
- Table 6.1 Example target PMF level ratings
- 6.2 Component priorities
- Figure 6.2 Example of target maturity level documentation (descriptions taken from ITIL Service Design)
- Figure 6.3 A V:E quadrant graph
- Figure 6.4 Component prioritization
- 6.3 Component action plan
- Figure 6.5 Component action plan
- 6.4 Gap analysis
- Figure 6.6 Examples of gap analysis graphics
- 6.5 The master action plan
- Figure 6.7 ITIL Lite master action plan structure
- Figure 6.8 ITIL Lite master action plan
- Figure 6.9 Master and component plan integration
- 6.5.1 Managing the action plan
- 7 Summary
- 7.1 Example road map
- Figure 7.1 ITIL Lite road map
- 7.2 Continual improvement
- Index
