ITIL® Service Delivery is a manual published by the UK’s Office of Government Commerce as part of the IT Infrastructure Library (ITIL®). It provides guidance on managing service levels, financial aspects, IT service continuity, availability, capacity, and contingency management. It is part of the ITIL® V2 qualification and certification path, but is no longer available in ITIL® V3.
ITIL® Service Delivery is the title of an information technology (IT) best practices manual published by the UK’s Office of Government Commerce (OGC). It is part of a library of IT standards called the IT Infrastructure Library (ITIL®), a registered trademark of OGC. While ITIL® processes and recommendations originated in the UK for use by government bodies, they are often used today in various countries and by many different types of organisations.
The ITIL® Service Delivery manual is part of the ITIL® library published as version 2 (V2). ITIL® V2 consists of a total of eight main titles, of which ITIL® Service Delivery is the second volume in the series. The handbook provides guidance on ITIL® process recommendations for managing service levels with end users or customers and the financial aspects of the ITIL® helpdesk. It also contains detailed advice on IT service continuity management and availability management, topics related to ensuring that an IT service is functional and operating successfully for the longest possible time.
Capacity management is also part of the ITIL® Service Delivery manual. This area addresses how a business might measure the amount of data, call volume and other key metrics that could impact an ITIL® service desk and create appropriate plans to manage, control and support these volumes. The other main area covered in the ITIL® Service Delivery handbook is contingency management, which includes topics such as assessing the various risks that could threaten the delivery of an IT service, disaster simulation, recovery planning and options.
The Service Delivery manual forms the basis for one of the exams of the ITIL® V2 qualification and certification path. Prior to taking this exam, a candidate must have completed the initial, or foundation, certification level by successfully completing the ITIL® Foundation exam. After passing this exam and the ITIL® Service Delivery exam, an individual obtains the certification called ITIL® Practitioner in Service Delivery.
In the ITIL® version released after V2, ITIL® V3, the original eight main titles have been replaced with five new titles. Therefore, ITIL® Service Delivery is no longer an available volume in V3. Many of the guidelines provided in the ITIL® Service Delivery manual are, however, still very relevant and are incorporated into the various documents that make up ITIL® V3.
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