Five volumes make up the IT Infrastructure Library (Version 3).
* Service Strategy.
* Service Design.
* Service Transition.
* Service Operation.
* Continual Service Improvement.

Business: A fashion store.
What are some of your organization’s objectives or strategic goals?
We want to make a lot of money $$$!
We want to have a good image and reputation.
What Business Processes aide in achieving those objectives?
Retail, marketing, buying, procurement, HR etc.
What IT Services are these business processes dependent on?
Web site, email, automatic procurement system for buying products, Point of Sale Services
We have ITSM in order to make sure the IT Services are:
* What we need (Service Level Management, Capacity Management etc)
* Available when we need it (Availability Mgt, Incident Mgt etc.)
* Provisioned cost-effectively (Financial Mgt, Service Level Mgt)
If we don’t manage the IT Services appropriately we cannot rely on these services to be available when we need. If this occurs we cannot adequately support our business processes effectively and efficiently. And therefore we cannot meet or support our overall organization’s objectives!!!

There are four perspectives (“4P’s”) or attributes to explain the concept of ITSM.

• Partners/Suppliers Perspective:
Takes into account the importance of Partner and External Supplier relationships and how they contribute to Service Delivery.
• People Perspective:
Concerned with the “soft” side of ITSM. This includes IT staff, customers and other stakeholders. E.g. Do staff have the correct skills and knowledge to perform their roles?
• Products/Technology Perspective:
Takes into account IT services, hardware & software, budgets, tools.
• Process Perspective:
Relates the end to end delivery of service based on process flows.

Quality IT Service Management ensures that all of these four perspectives are taken into account as part of the continual improvement of the IT organization. It is the same when designing new or modified Services themselves, in that these four perspectives need to be considered and catered for in order to enable success in its design, transition and eventual adoption by customers.

..when you are responsible for managing several thousand (or more) different technology components, from desktops and standard peripherals, through to notably complex server and mainframe systems. After years of working in application development, hardware configuration and assembly or diagnosis and resolution of IT faults, the notion that we are actually doing all this for those unseen masses (the end users) can be quickly suppressed. After all, they don’t even speak our native language (binary of course)!

But it is exactly this tendency of many professionals working in the IT industry to focus on the technology components they manage rather than the services they provide that has resulted in many businesses, customers and users feeling confused, irritated and downright angry with their organization’s IT Service Provider. In response to this, the practices within the scope of Service Offerings & Agreements seek to improve this relationship between the IT Service Provider and its customers, by developing a service culture, understanding and delivering upon actual business requirements through quality design, and ultimately ensuring support of the strategic objectives and vision defined by their organization.

In light of this, The Art of Service aims to develop the reader’s knowledge and appreciation of the practices for IT Service Management, with particular focus on those capabilities required for Service Offerings & Agreements in the modern IT environment.

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– ITIL® Foundations Exam
– ITIL® Intermediate Lifecycle: Service Strategy
– ITIL® Intermediate Lifecycle: Service Design
– ITIL® Intermediate Lifecycle: Service Transition
– ITIL® Intermediate Lifecycle: Service Operation
– ITIL® Intermediate Lifecycle: Continual Service Improvement (CSI)
– ITIL® Intermediate Capability: Service Offerings & Agreements (SOA)
– ITIL® Intermediate Capability: Planning, Protection & Optimization (PPO)
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