This recipe provides a summary discussion of the current ITIL© V3 processes.
Plan to do one or more of the following:
Attend one or more ITIL© training courses in the recommended order
Invest in the ITIL© official book(s) and complementary books
Use the vast free resources on the Internet
Implement and improve your organizational ITSM processes using the ITIL© knowledge as a guide
Review and update your processes in line with organization strategies and capabilities
ITIL© processes take a repeatable cyclic approach to ITSM organization underpinned by continual service improvements. The ITIL© goals are aimed at ensuring the following for the organization:
Plans for services
Catalogues and tracks IT services
Introduces new services with minimal risks
Manages and operates active services consistently
Performs maintenance and updates to existing services with minimum risk and maximum value to the business
Continually monitors and improves the services delivered to the business
The official phases of ITIL© are as follows:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
SCSM is a technology capability enabler of a subset of the ITIL© processes. It is important to follow the principle of People, Processes, and Products. SCSM is a product that complements your organizations agreed processes and needs people to implement, manage, and continually improve the overall IT service strategy.
ITIL© implementation is not mandatory for SCSM deployment, but an understanding of ITIL© is recommended.
Appendix B, Useful Websites and Community Resources provides a list of useful websites for ITIL© and is highly recommended by the authors.