Deployment management Infrastructure and platform management Software development and management

Availability management Business analysis Capacity and performance management Change control Incident management IT Asset Management Monitoring and event management Problem management Release management Service catalogue management Service configuration management Service continuity management Service design Service desk Service level management Service request management Service validation and testing  

Architecture management Continual improvement Information security management Knowledge management Measurement and reporting Organizational change management Portfolio management Project management Relationship management Risk management Service financial management Strategy management Supplier management Workforce and talent management

Steps of the continual improvement model Continual improvement and the guiding principles

Plan Improve Engage Design and transition Obtain/build Deliver and support

Governing bodies and governance Governance in the SVS

Service value system overview Opportunity, demand, and value The ITIL guiding principles Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility Think and work holistically Keep it simple and practical Optimize and automate Principle interaction

Organizations and people Information and technology Partners and suppliers Value streams and processes Value streams for service management Processes External Factors Summary

Outcomes Costs Risks Utility and Warranty

The Service Relationship Model