Introduction to the ITIL Service Lifecycle
The Official Introduction to the ITIL Service Lifecycle
London: TSO
Published by TSO (The Stationery Office) and available from: Online www.tsoshop.co.uk Mail,Telephone, Fax & E-mail TSO PO Box 29, Norwich NR3 1GN Telephone orders/General enquiries: 0870 600 5522 Fax orders: 0870 600 5533 E-mail: customer.services@tso.co.uk Textphone: 0870 240 3701 TSO Shops 16 Arthur Street, Belfast BT1 4GD 028 9023 8451 Fax 028 9023 5401 71 Lothian Road, Edinburgh EH3 9AZ 0870 606 5566 Fax 0870 606 5588 TSO@Blackwell and other Accredited Agents
Published with the permission of the Office of Government Commerce on behalf of the Controller of Her Majesty’s Stationery Office. © Crown Copyright 2007 This is a Crown copyright value added product, reuse of which requires a Click-Use Licence for value added material issued by OPSI. Applications to reuse, reproduce or republish material in this publication should be sent to OPSI, Information Policy Team, St Clements House, 2-16 Colegate, Norwich, NR3 1BQ, Tel No (01603) 621000 Fax No (01603) 723000, E-mail: hmsolicensing@cabinet-office.x.gsi.gov.uk , or complete the application form on the OPSI website http://www.opsi.gov.uk/click-use/value-added-licence-information/index.htm OPSI, in consultation with Office of Government Commerce (OGC), may then prepare a Value Added Licence based on standard terms tailored to your particular requirements including payment terms The OGC logo ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The swirl logo ™ is a Trade Mark of the Office of Government Commerce First published 2007 ISBN 9780113310616 Printed in the United Kingdom for The Stationery Office N5635491 c60 08/07
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iii
Contents
List of figures List of tables OGC’s foreword Chief Architect’s foreword Preface 1 Introduction
1.1 1.2 1.3 1.4 1.5 1.6 A historical perspective of
London: TSO
Published by TSO (The Stationery Office) and available from: Online www.tsoshop.co.uk Mail,Telephone, Fax & E-mail TSO PO Box 29, Norwich NR3 1GN Telephone orders/General enquiries: 0870 600 5522 Fax orders: 0870 600 5533 E-mail: customer.services@tso.co.uk Textphone: 0870 240 3701 TSO Shops 16 Arthur Street, Belfast BT1 4GD 028 9023 8451 Fax 028 9023 5401 71 Lothian Road, Edinburgh EH3 9AZ 0870 606 5566 Fax 0870 606 5588 TSO@Blackwell and other Accredited Agents
Published with the permission of the Office of Government Commerce on behalf of the Controller of Her Majesty’s Stationery Office. © Crown Copyright 2007 This is a Crown copyright value added product, reuse of which requires a Click-Use Licence for value added material issued by OPSI. Applications to reuse, reproduce or republish material in this publication should be sent to OPSI, Information Policy Team, St Clements House, 2-16 Colegate, Norwich, NR3 1BQ, Tel No (01603) 621000 Fax No (01603) 723000, E-mail: hmsolicensing@cabinet-office.x.gsi.gov.uk , or complete the application form on the OPSI website http://www.opsi.gov.uk/click-use/value-added-licence-information/index.htm OPSI, in consultation with Office of Government Commerce (OGC), may then prepare a Value Added Licence based on standard terms tailored to your particular requirements including payment terms The OGC logo ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries The swirl logo ™ is a Trade Mark of the Office of Government Commerce First published 2007 ISBN 9780113310616 Printed in the United Kingdom for The Stationery Office N5635491 c60 08/07
|
iii
Contents
List of figures List of tables OGC’s foreword Chief Architect’s foreword Preface 1 Introduction
1.1 1.2 1.3 1.4 1.5 1.6 A historical perspective of