The ITIL Process Manual

This practical guide is a key in tool for adopting the basics of ITIL and ISO 20000 when initial training has been completed. It covers the basic operational approaches to the fundamental processes - small to medium sized companies will find the concise guidance easy to follow and implement. It avoids the complex, enterprise-wide issues and supports readers who follow a step by step approach. Each chapter has the following structure: Improvement activities, Process inputs and outputs, Related processes, Tools and techniques, Key Performance Indicators, Critical Success Factors, Process Improvement roles, Benefits of effective Processes, Implementation challenges and considerations, Typical assets and artifacts of an Improvement program