COLOPHON

Title: How to make a success of ITIL® 4 with USM

Author: Jan van Bon

Publisher: Inform-IT, Knowledge Center for Service Management

ISBN: 978-94-91710-17-9

Edition: First edition, January 2020

© 2020 SURVUZ
All rights reserved. No part of this publication may be reproduced in any form by print, photo print, microfilm or any other means without written permission by the publisher.
Although this publication has been composed with much care, neither author, nor editor, nor publisher can accept any liability for damage caused by possible errors and/or incompleteness in this publication.

Colophon
Foreword
1 INTRODUCTION TO USM
- Where does USM come from?
- Why USM?
- Who is USM for?
2 THE HISTORY OF ITIL
- ITIL v1
- ITIL v2
- ITIL v3
- ITIL 4
3 INTRODUCTION TO ITIL 4
4 KEY CONCEPTS IN SERVICE MANAGEMENT
5 THE FOUR DIMENSIONS OF ITIL 4
- Organizations & people
- Information & technology
- Partners & suppliers
- Value streams and processes
- External factors
6 OPPORTUNITY AND DEMAND
7 VALUE
8 ITIL guiding principles 43
9 Governance 46
10 Continual improvement 48
11 The ITIL service value chain 51
12 ITIL management practices 56
12.1 General management practices 57
12.1.1 Architecture management 58
12.1.2 Continual improvement 59
12.1.3 Information security management 61
12.1.4 Knowledge management 62
12.1.5 Measurement and reporting 63
12.1.6 Organizational change management 64
12.1.7 Portfolio management 65
12.1.8 Project management 66
12.1.9 Relationship management 67
12.1.10 Risk management 68
12.1.11 Service financial management 69
12.1.12 Strategy management 70
12.1.13 Supplier management 71
12.1.14 Workforce and talent management 72
12.2 Service management practices 73
12.2.1 Availability management 73
12.2.2 Business analysis 75
12.2.3 Capacity and performance management 76
12.2.4 Change enablement 77
12.2.5 Incident management 79
12.2.6 IT asset management 81
12.2.7 Monitoring and event management 82
12.2.8 Problem management 84
12.2.9 Release management 85
12.2.10 Service catalogue management 86
12.2.11 Service configuration management 88
12.2.12 Service continuity management 89
12.2.13 Service design 91
12.2.14 Service desk 92
12.2.15 Service level management 94
12.2.16 Service request management 96
12.2.17 Service validation and testing 97
12.3 Technical management practices 98
12.3.1 Deployment management 98
12.3.2 Infrastructure and platform management 100
12.3.3 Software development and management 101
12.4 Overview of all practices in the USM process model 102
12.4.1 Your local selection of ITIL management practices
12.4.2 Other practices
12.4.3 Standards
13 DEPLOYING ITIL WITH USM
- Management system
- 13.2 Deploying USM
  Acronyms
  Sources

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