| Description | Format
|
|---|
| General ITIL Version 3 Material
|
| Hendershott Consulting Inc Presentation on IT Service Management describing ITIL (vs 2), CobIT, CMMI and other frameworks | 
|
| ITSM Solutions - ITIL V3 Introduction |
|
| Pink Elephant - A Cultural Roadmap for ITSM Adoption |
|
| Mantra - A practical guide and case study on leveraging ITIL v3 and ISO 20000 as part of your overall best-practice ecosystem. |
|
| CSU - PDCA Cycle |
|
| Deming - History |
|
| FOXIT - Service Lifecycle Model - Process Depiction |
|
| The Service Lifecycle Process |
|
| The Service Portfolio Big Picture |
|
| HCI - Service Lifecycle Model |
|
| CSU - Service Lifecycle Model |
|
| Jason A Stevenson, ITIL Consultant. Good description of ITIL, CMMI and CobIT and the framework overlaps between them. Email: Jasonstevenson@hotmail.com |
|
| Hewlett-Packard - Bridging the Gap between ITIL vs 2 and vs 3 |
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|
| Description | Format
|
|---|
| ITIL Overview
|
| An Introductory Overview of ITILŪ V3 |
|
| ITIL Migration - V2 to v3 |
|
| Compucom ITIL Introduction |
|
| CSU - IT Service Management Introduction |
|
| service.now ITSM Tool vendor Presentation on Value of ITSM |
|
| ILX Consulting presentation on history and overview of ITIL version 3 |
|
| Description | Format
|
|---|
Service Strategy
3. Principles:  Value Creation Assets Provider Types Structures Strategy Fundamentals
|
| Bernard Boar, The Process of Strategy |
|
| CSU - The Concept of a Service |
|
| CSU - Assets, Resources and Capabilities |
|
| CSU - Four Ps of Service Management |
|
| CSU - Patterns of Business Activity - User Profiles |
|
| CSU - Utility and Warranty |
|
| CSU - Value Creation |
|
| Information Technology And Organizational Performance: An Integrative Model Of It Business Value |
|
| CSU - The Business Case |
|
| Concept of Operation Template |
|
Service Strategy
5. Economics: Financial Mgmt Return On Investment Service Portfolio Mgmt Portfolio Mgmt Methods Demand Mgmt
|
| CSU - Financial Management Objectives |
|
| CSU - Activity-Based Demand Management |
|
| CSU - Demand Management Challenges |
|
| CSU - Demand Management Objective |
|
| Description | Format
|
|---|
Service Design
3. Principles: Goals Balance Serv Reqmnts Fundamentals Activities Aspects Later Activities Constraints SoA Bus.Reqmnts Models
|
| ITILŪ V3 Intermediate Lifecycle Stream: Service Design Certificate |
|
| ITIL SD - Figure 3.1 - The Business Change Process |
|
| CSU - Service Design Goals and Objectives |
|
| CSU - Service Design Aspects |
|
| CSU - Functions and Process |
|
| CSU - More on Process |
|
| CSU - Service Portfolio |
|
| ITIL SD - Figure 3.2 - Service Composition |
|
| ITIL SD - Figure 3.4 - The Service Relationships and Dependencies |
|
| CSU - Service Provider |
|
| CSU - Service Supplier |
|
| ITIL SD - Figure 3.5 - Aligning New Services to Business Requirements |
|
| ITIL SD - Figure 3.6 - The Service Portfolio - a Central Repository |
|
| ITIL SD - Figure 3.7 - The Service Lifecycle |
|
| ITIL SD - Figure 3.11 - Designing Processes |
|
| CSU - Concept of Service Management |
|
| CSU - Service Assets |
|
| CSU - Service Design Package |
|
Service Design
4. Processes: SC Mgmt SLM Capacity Mgmt Availability Mgmt Continuity Mgmt Security Mgmt Supplier Mgmt
|
| CSU - Service Catalogue |
|
| CSU - Service Catalogue Management Objectives |
|
| CSU - Service Catalogue Management Basic Concepts |
|
| CSU - Service Level Management Activities |
|
| CSU - Service Level Management Basic Concepts |
|
| CSU - Service Level Requirements |
|
| CSU - Service Level Management Relationships |
|
| ITIL SD - Service Level Framework |
|
| CSU - Service-Based SLA |
|
| CSU - Multi-Level Service Agreements |
|
| CSU - Operational Level Agreement |
|
| ITIL SD - Capacity Management |
|
| CSU - Capacity Management Objectives |
|
| CSU - Capacity Management - Capacity Plan |
|
| ITIL SD - Availability Management |
|
| CSU - Availability Management |
|
| CSU - Availability Management - Basic Concepts |
|
| CSU - Availability Management - Key Terminology |
|
| CSU - Availability Management - Objectives |
|
| Accenture - Risk Management Models |
|
| Queensland Gov't, Risk Treatment Plan |
|
| ITIL SD - Figure 4.15 - Expanded Incident Lifecycle |
|
| Arcserve - Guide to Availability, Continuity & Disaster Recovery |
| | |
|
| ITIL SD - IT Service Continuity Management |
|
| CSU - Service Continuity Management Objectives |
|
| CSU - Service Continuity Management - Business Impact Analysis |
|
| Analytix - BCM Implementation Phases Diagram |
|
| ControllIT GmbH - BCM Project Phases Diagram |
|
| DRII/BCI Professional Practice Narrative - Best Practices for BIA |
|
| ITIL SD - Business Impact Analysis |
|
| ITIL SD - Risk Analysis |
|
| CSU - Information Security Management Security Framework |
|
| CSU - Information Security Management Basic Concepts |
|
| CSU - Security Management - Security Policy |
|
| CSU - Supplier Management - Basic Concepts |
|
| CSU - Supplier Management Objectives |
|
| CSU - Supplier Management - Contract DBMS |
|
Service Design
8. Implementation: Business Impact SL Requirements Risks Implementation Measurement
|
| CSU - Risk |
|
| CSU - Service Continuity Management - Risk Analysis |
|
| Description | Format
|
|---|
Service Transition
4. Processes: Plan/Support Change Asset/Configuration Release/Deploy Validate/Test Evaluate Knowledge
|
| Maven - Change Management |
|
| CSU - 7 R's of Change Management |
|
| CSU - Change Management Objectives |
|
| CSU - Change Management Process Activities |
|
| CSU - Change Types |
|
| CSU - Change Management Models and Workflows |
|
| CSU - Change Request Types |
|
| CSU - Change Management - Standard Change |
|
| CSU - Service Change |
|
| CSU - Configuration Item |
|
| CSU - Definitive Media Library |
|
| CSU - Release Policy |
|
| CSU - Release Unit |
|
| CSU - Service Knowledge Management System |
|
| Description | Format
|
|---|
Service Operation
4. Processes: Event Incident Request Fulfillment Problem Access Other Operations
|
| CSU - Event |
|
| CSU - Alert |
|
| CSU - Service Request |
|
| CSU - Incident |
|
| Short Cut Guide to Availability, Continuity, and Disaster Recovery |
, ,
|
| CSU - Problem |
|
| CSU - Known Error Database |
|
| CSU - Workaround |
|
| CSU - Communication |
|
| Description | Format
|
|---|
Continual Service Improvement
3. Principles: Org Change Ownership Roles Drivers SLM Deming Cycle Service Measurement Knowledge Mgmt Benchmarks Governance Frameworks
|
| CSU - Continual Service Improvement Model |
|
| CSU - CSI Goals and Objectives |
|
| CSU - Baselines |
|
| CSU - Measurement |
|
| CSU - Types of Metrics |
|
| Metrics Best Practices |
|
| CSU - KPI |
|
| CSU - Service Review |
|
| CSU - Service Improvement Plan |
|
| CSU - IT Governance |
|
