Further contributions

Mentors

ITIL authoring team

Chief Architect and authors

Acknowledgements

Contact information

Preface

This publication encompasses and supersedes the operational aspects of the ITIL Service Support and Service Delivery publications and also covers most of the scope of ICT infrastructure Management. It also incorporates operational aspects from the Planning to Implement, Application Management, Software Asset Management and Security Management publications.

The basic principles of best practice IT service management encompassed within earlier versions of ITIL remain unchanged. Common sense remains common sense!

However, the technologies, tools and relationships have changed significantly, even in the relatively short time since the latest version of ITIL was completed. Whilst this publication re-uses and updates relevant material from the earlier versions where appropriate, it also includes many new concepts and industry practices to give complete coverage of best-practice guidance for today’s Service Operation in a single volume, for today’s business and technological environment.

Full details of the range of material published under the ITIL banner can be found at www.best-management-practice.com/itil

If you would like to inform us of any changes that may be required to this publication please log them at www.best-management-practice.com/changelog

For further information on qualifications and training accreditation, please visit www.itil-officialsite.com. Alternatively, please contact:

APMG Service Desk
Sword House
Totteridge Road
High Wycombe
Buckinghamshire
HP13 6DG

Tel: [phone]
E-mail: [email protected]

Sharon Taylor (Aspect Group Inc)	Chief Architect
David Cannon (HP)	Author
David Wheeldon (HP)	Author

The ITIL authoring team contributed to this guide through commenting on content and alignment across the set. So thanks are also due to the other ITIL authors, specifically Jeroen Bronkhorst (HP), Gary Case (Pink Elephant), Ashley Hanna (HP), Majid Iqbal (Carnegie Mellon University), Shirley Lacy (ConnectSphere), Vernon Lloyd (Fox IT), Ivor Macfarlane (Guillemot Rock), Michael Nieves (Accenture), Stuart Rance (HP), Colin Rudd (ITEMS) and George Spalding (Pink Elephant).

Christian Nissen and Paul Wilkinson

A number of people generously contributed their time and expertise to this Service Operation publication. Jim Clinch, as OGC Project Manager, is grateful for the support provided by HP to the authoring team on the development of this publication and particularly the contribution of Peter Doherty and Robert Stroud, and for the support of Jenny Dugmore, Convenor of Working Group ISO/IEC 20000, Janine Eves, Carol Hulm, Aidan Lawes and Michiel van der Voort.

The authors would also like to thank Stuart Rance and Ashley Hanna of Hewlett-Packard, Christian F Nissen (Itilligence), Maria Vase (Itilligence), Eu Jin Ho (UBS), Jan Bjerregaard, (Sun Microsystems), Jan Шberg (ШBERG Partners), Lars Zobbe Mortensen (Zobbe Consult & Zoftware), Mette Nielsen (Carlsberg IT), Michael Imhoff (IBM), Niels Berner (Novo Nordisk), Nina Schertiger (HP), Signe-Marie Hernes Bjerke (DNV), Steen Sverker Nilsson (Westergaard CSM), Ulf Myrberg (BiTa), Russell Jukes, Debbi Jancaitis, Sheldon Parmer, Ramon Alanis, Tim Benson and Nenen Ong of Hewlett-Packard IT, Jaye Thompson, Dee Seymour, Andranik Ziyalyan, Young Chang, Lauren Abernethy, April McCowan, Becky Wershbale, Rob Garman, Scott McPherson, Sandra Breading, Rick Streeter, Leon Gantt, Charlotte Devine, Greg Algorri, Mary Fischer, Bill Thayer and Diana Osberg of The Walt Disney Company’s Enterprise IT, Dennis Deane and John Sowerby of DHL, Richard Fahey and Chris Hughes of HP Global Delivery Application Services, Cindi Locker and Dhiraj Gupta of Progressive Casualty Insurance Company, Peter Doherty and Robert Stroud from Computer Associates and Paul Tillston from Hewlett-Packard, Brian Jakubec, Vernon Blakes, Angela Chin, Colin Lovell, Ken Hamilton, Rose Lariviere, Jenny McPhee, Tom Nielsen, Roc Paez, Lloyd Robinson, Paul Wilmot, Jeanette Smith and Ken Wendle of Hewlett-Packard.

In order to develop ITIL Service Management Practices to reflect current best practice and produce publications of lasting value, OGC consulted widely with different stakeholders throughout the world at every stage in the process. OGC would also like to thank the following individuals and their organizations for their contributions to refreshing the ITIL guidance:

Дата добавления: 2014-12-23