I N D I C E

ITIL.................................................................................................................................................................................. 2
ITIL v3............................................................................................................................................................................. 2
Service Strategy...........................................................................................................................................................2
Service Design.............................................................................................................................................................2
Service Transition.........................................................................................................................................................2
Service Operation......................................................................................................................................................... 3
Continual Service Improvement...................................................................................................................................3
Cartulas y Contenido de cada libro.................................................................................................................................4
Estrategia de Servicios (Service Strategy)....................................................................................................................4
Diseo de Servicios (Service Design)...........................................................................................................................4
Transicin de Servicios (Service Transition)................................................................................................................4
Operacin de Servicios (Service Operation).................................................................................................................5
Mejora Contnua de Servicios (Continual Service Improvement - CSI).......................................................................5
Cartulas grandes............................................................................................................................................................. 6
Resumen de los Cinco libros..........................................................................................................................................10
Service Strategy...............................................................................................................................................11
Service Design.................................................................................................................................................11
Service Transition............................................................................................................................................12
Service Operation............................................................................................................................................12
Continual Service Improvement.....................................................................................................................12
ITIL
ITIL is best practice in IT Service Management, developed by OGC and supported by publications, qualifications
and an international vendor and user group, itSMF.

ITIL is intended to assist organisations in optimising their own IT service management practices. Worldwide, ITIL is
the most widely used best practice for IT Service Management.

ITIL is a top-down, business driven approach to the management of IT Services that specifically addresses the
strategic business value generated by the IT organisation and the delivery of high quality IT services. ITIL is
designed to focus on the people, processes and technology issues that IT organisations face.

ITIL is aimed at:

* IT service providers
* IT directors and managers
* Chief Information officers

It will also inform:

* Business managers
* Customers and end-users involved in building good relationships with their IT service providers plus any
organisation that depends on IT Services.

ITIL v3
ITIL v3 was launched in June 2007 and contained a significant revision of the organisation of the standard. There
are five core titles in the ITIL series. They are available in three versions - book, CD-ROM and intranet licence.
Each book covers an aspect of the Service Lifecycle which now consists of:

Service Strategy
A sound service strategy is essential in the creation of high quality IT services. It provides a base upon which to
build a successful service management function and ensures that best value is delivered to business customers.
This Service Strategy book is a major strength of the new ITIL library. It introduces the service lifecycle and
encourages the development of a business perspective. Whether you are a service provider or a business
customer, this book guides you through the choices that you need to make to achieve service excellence.

Service Design
Well-designed services play a vital role in realizing a sound service strategy. Effective design contributes towards
the delivery of quality services that meet or exceed customer expectations. This book shows you how to create
valuable IT service assets for your organisation, but within business constraints, such as time and money.
It provides a framework for service design that considers customer requirements, both now and in the future, while
keeping the business view firmly in sight.

Service Transition
Successfully bringing a well-designed service into the live environment takes efficient planning. It is necessary to
deliver new or changed services with the appropriate balance of speed, cost and safety while ensuring minimum
disruption to operations. Service Transition provides and supports the 'business as usual' delivery of the
organisation's requirements from IT. This book provides guidance on managing the many aspects of service
changes, preventing undesired consequences while allowing for innovation. It is essential reading for anyone
seeking to deliver IT change with the best possible benefit to the business.
Service Operation
Once services have been successfully delivered into the live environment they need to be managed effectively on
a day-to-day basis. It is here, at the customer interface, that perceptions about your performance as a service
provider are created, and your success will be judged. This book introduces and explains delivery and control
activities that support high quality service operation. Use of the guidance will help to ensure a balanced and
flexible approach, setting you firmly on the road to achieving excellence as a service provider.

Continual Service Improvement

Even with a successful service operation in place, there is still a need to consider improvements at every
opportunity. This will help protect against losing your competitive edge and will ensure that the best possible
outcomes are being achieved. This book focuses on the process elements involved in identifying and introducing a
cycle of service management improvements. It provides structure for your approach to assessing and measuring
services and helps you to avoid short-terms fixes in favour of a continual improvement in quality that truly benefits
your business customers.
Cartulas y Contenido de cada libro

Estrategia de Servicios (Service Strategy)

Estrategia de Servicios (Service Strategy)
o Definir del mercado
o Desarollar las ofertas
o Desarollar bienes econmicos estratgicos (strategic
assets)
o Preparar el proveemiento
Economa de Servicios (Service Economics)
o Gestin Financiera
o Retorno de inversin
o Gestin de cartera de Servicios
o Mtodos de la Gestin cartera de Servicios

o Gestin de demandas

Diseo de Servicios (Service Design)

Catlogo de Servicos
Gestin de Nivel de Servicio
Gestin de Capacidad
Gestin de Disponibilidad
Gestin de Continuacin de Servicio
Gestin de Seguridad de Informacin

Gestin de Proveedores

Transicin de Servicios (Service Transition)

Planeamiento y Soporte de Transicin
Gestin de Cambios
Gestin de bienes de Servicio y Configuracin
Gestin de Lanzamientos y Entrega
Validacin y prueba de servicios
Evaluacin

Gestin de Sabiendas
Operacin de Servicios (Service Operation)

Gestin de Eventos
Gestin de Incidentes
Cumplimiento con Solicitudes
Gestin de Problemas

Gestin de acceso

Mejora Contnua de Servicios (Continual Service

Improvement - CSI)

El proceso de las 7 etapas de mejora

Informes sobre Servicios
Medicin de Servicios
Retorno de inversin para CSI
La preguntas comerciales para CSI

Gestin de Nivel de Servicio

Cartulas grandes
Resumen de los Cinco libros
The ITIL Core consists of five publications (Fig 1.2). Each provides the guidance
necessary for an integrated approach as required by the ISO/IEC 20000
standard specification:

Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

Figure 1.2 ITIL Core

Each publication addresses capabilities having direct impact on a service

providers performance. The structure of the core is in the form of a lifecycle. It is
iterative and multidimensional. It ensures organizations are set up to leverage
capabilities in one area for learning and improvements in others. The ITIL Core is
expected to provide structure, stability and strength to service management
capabilities with durable principles, methods and tools. This serves to protect
investments and provide the necessary basis for measurement, learning and
improvement.
The guidance in ITIL can be adapted for use in various business environments
and organizational strategies. The ITIL Complementary Guidance provides
flexibility to implement the Core in a diverse range of environments. Practitioners
can select Complementary Guidance as needed to provide traction for the Core
in a given business context, much like tyres are selected based on the type of
automobile, purpose and road conditions. This is to increase the durability and
portability of knowledge assets and to protect investments in service
management capabilities.

Service Strategy

The Service Strategy volume provides guidance on how to design, develop and
implement service management not only as an organizational capability but as a
strategic asset. Guidance is provided on the principles underpinning the practice
of service management which are useful for developing service management
policies, guidelines and processes across the ITIL service lifecycle. Service
Strategy guidance is useful in the context of Service Design, Service Transition,
Service Operation and Continual Service Improvement. Topics covered in
Service Strategy include the development of markets, internal and external,
service assets, service catalogue and implementation of strategy through the
service lifecycle. Financial Management, service portfolio management,
organizational development and strategic risks are among other major topics.

Organizations use the guidance to set objectives and expectations of

performance towards serving customers and market spaces, and to identify,
select and prioritize opportunities. Service Strategy is about ensuring that
organizations are in position to handle the costs and risks associated with their
service portfolios, and are set up not just for operational effectiveness but for
distinctive performance. Decisions made with respect to Service Strategy have
far-reaching consequences including those with delayed effect.

Organizations already practising ITIL use this volume to guide a strategic review
of their ITIL-based service management capabilities and to improve the
alignment between those capabilities and their business strategies. This volume
of ITIL encourages readers to stop and think about why something is to be done
before thinking of how. Answers to the first type of questions are closer to the
customers business. Service Strategy expands the scope of the ITIL framework
beyond the traditional audience of IT service management professionals.

Service Design

The Service Design volume provides guidance for the design and development
of services and service management processes. It covers design principles and
methods for converting strategic objectives into portfolios of services and service
assets. The scope of Service Design is not limited to new services. It includes the
changes and improvements necessary to increase or maintain value to
customers over the lifecycle of services, the continuity of services, achievement
of service levels and conformance to standards and regulations. It guides
organizations on how to develop design capabilities for service management.

Service Transition

The Service Transition volume provides guidance for the development and
improvement of capabilities for transitioning new and changed services into
operations. This publication provides guidance on how the requirements of
Service Strategy encoded in Service Design are effectively realized in Service
Operation while controlling the risks of failure and disruption. The publication
combines practices in release management, programme management and risk
management and places them in the practical context of service management. It
provides guidance on managing the complexity related to changes to services
and service management processes; preventing undesired consequences while
allowing for innovation. Guidance is provided on transferring the control of
services between customers and service providers.

Service Operation

The volume embodies practices in the management of Service Operation. It

includes guidance on achieving effectiveness and efficiency in the delivery and
support of services so as to ensure value for the customer and the service
provider. Strategic objectives are ultimately realized through Service Operation,
therefore making it a critical capability. Guidance is provided on how to maintain
stability in Service Operation, allowing for changes in design, scale, scope and
service levels. Organizations are provided with detailed process guidelines,
methods and tools for use in two major control perspectives: reactive and
proactive. Managers and practitioners are provided with knowledge allowing
them to make better decisions in areas such as managing the availability of
services, controlling demand, optimizing capacity utilization, scheduling of
operations and fixing problems. Guidance is provided on supporting operations
through new models and architectures such as shared services, utility computing,
web services and mobile commerce.

Continual Service Improvement

This volume provides instrumental guidance in creating and maintaining value for
customers through better design, introduction and operation of services. It
combines principles, practices and methods from quality management, Change
Management and capability improvement. Organizations learn to realize
incremental and large-scale improvements in service quality, operational
efficiency and business continuity. Guidance is provided for linking improvement
efforts and outcomes with service strategy, design and transition. A closed-loop
feedback system, based on the PlanDoCheckAct (PDCA) model specified in
ISO/IEC 20000, is established and capable of receiving inputs for change from
any planning perspective.