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Part III Service Transition
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Part III Service Transition
by Liz Gallacher, Helen Morris
ITIL Intermediate Certification Companion Study Guide
Introduction
How to Contact the Authors
ITIL Lifecycle Intermediate Exam Objectives
Assessment Test
Answers to Assessment Test
Part I Service Strategy
Chapter 1 Introduction to the Service Strategy Lifecycle Stage
The Main Purpose of Service Strategy
The Objectives of Service Strategy
The Scope of Service Strategy
The Value Service Strategy Delivers to the Business
The Context of Service Strategy within the Service Lifecycle
Summary
Exam Essentials
Review Questions
Chapter 2 Service Strategy Principles
Service Strategy Basics
Services and Value
Strategic Assets and Service Providers
Defining Services
Strategies for Customer Satisfaction
Service Economics
Sourcing Strategy
Service Strategy Inputs and Outputs
Summary
Exam Essentials
Review Questions
Chapter 3 Service Strategy Processes: Part 1
Understanding Strategy Management for IT Services
Understanding Service Portfolio Management
Understanding Financial Management for IT Services
Summary
Exam Essentials
Review Questions
Chapter 4 Service Strategy Processes: Part 2
Understanding Business Relationship Management
Understanding Demand Management
Summary
Exam Essentials
Review Questions
Chapter 5 Governance
Understanding Governance
Setting the Strategy for Governance
Governance Framework
What Is IT Governance?
Service Strategy Relating to Governance
Summary
Exam Essentials
Review Questions
Chapter 6 Organizing for Service Strategy
Organizational Development
Summary
Exam Essentials
Review Questions
Chapter 7 Technology Considerations
Service Automation
Service Analytics
Service Interfaces
Summary
Exam Essentials
Review Questions
Chapter 8 Implementing Service Strategy
Implementation through the Lifecycle
Following a Lifecycle Approach
Impact of Service Strategy on Lifecycle Stages
Summary
Exam Essentials
Review Questions
Chapter 9 Challenges, Critical Success Factors, and Risks
Service Strategy Challenges
Service Strategy Risks
Critical Success Factors
Summary
Exam Essentials
Review Questions
Part II Service Design
Chapter 10 Introduction to the Service Design Lifecycle Stage
The Purpose of Service Design
The Goals and Objectives of Service Design
The Scope of Service Design
The Value Service Design Delivers to the Business
The Context of Service Design and the Service Lifecycle
Service Design Inputs and Outputs
The Contents and Use of the Service Design Package
The Contents and Use of Service Acceptance Criteria
Exam Essentials
Summary
Review Questions
Chapter 11 Service Design Principles
Holistic and Balanced Service Design
Service Requirements, Business Requirements, and Drivers
Design Activities
Design Constraints
The Five Aspects of Service Design
Service-Oriented Architecture
Service Design Models
Summary
Exam Essentials
Review Questions
Chapter 12 Service Design Processes: Design Coordination and Service Catalog Management
Design Coordination
Service Catalog Management
Summary
Exam Essentials
Review Questions
Chapter 13 Service Design Processes: Service Level Management and Availability Management
Service Level Management
Availability Management
Summary
Exam Essentials
Review Questions
Chapter 14 Service Design Processes: Capacity Management and IT Service Continuity Management
Capacity Management
IT Service Continuity Management
Summary
Exam Essentials
Review Questions
Chapter 15 Service Design Processes: Information Security Management and Supplier Management
Information Security Management
Supplier Management
Summary
Exam Essentials
Review Questions
Chapter 16 Technology-Related Activities
Service Design Activities and Techniques within Requirements Engineering
Management of Data and Information
Management of Applications
Summary
Exam Essentials
Review Questions
Chapter 17 Organizing for Service Design
The RACI Matrix
Functional Roles in Service Design
Organizational Structures in Service Design
Generic Roles
Service Design Process Roles
Summary
Exam Essentials
Review Questions
Chapter 18 Technology Considerations
Service Design Tools
Summary
Exam Essentials
Review Questions
Chapter 19 Implementation and Improvement of Service Design
Business Impact Analysis
Service Level Management
Risks to the Services and Processes
Implementing Service Design
Measurement of Service Design
Summary
Exam Essentials
Review Questions
Chapter 20 Challenges, Critical Success Factors, and Risks
Service Design Challenges
Critical Success Factors
Service Design Risks
Summary
Exam Essentials
Review Questions
Part III Service Transition
Chapter 21 Introduction to Service Transition
Service Transition Concepts
Purpose
Objectives
Scope
Value to the Business
Service Transition in the Context of the Service Lifecycle
Summary
Exam Essentials
Review Questions
Chapter 22 Service Transition Principles
Formal Policy for Service Transition
Governance Policy for Service Transition
Common Framework for Service Transition
Maximize Reuse of Established Processes and Systems
Business Alignment of Service Transition
Establish and Maintain Relationships with Stakeholders
Establish Control and Disciplines
Knowledge Transfer and Service Transition
Plan Release Packages
Anticipate and Manage Course Corrections
Proactively Manage Resources
Ensure Early Involvement in Service Lifecycle
Quality Assurance
Proactively Improve Quality During Service Transition
Summary
Exam Essentials
Review Questions
Chapter 23 Service Transition Processes: Transition Planning and Support and Change Management
Transition Planning and Support
Change Management
Summary
Exam Essentials
Review Questions
Chapter 24 Service Transition Processes: Service Asset and Configuration Management
Service Asset and Configuration Management
Summary
Exam Essentials
Review Questions
Chapter 25 Service Transition Processes: Release and Deployment Management and Service Validation and Testing
Release and Deployment Management
Service Validation and Testing
Summary
Exam Essentials
Review Questions
Chapter 26 Service Transition Processes: Change Evaluation and Knowledge Management
Change Evaluation
Knowledge Management
Summary
Exam Essentials
Review Questions
Chapter 27 Managing People through Service Transitions
Management of Communication and Commitment
Stakeholder Management
Summary
Exam Essentials
Review Questions
Chapter 28 Organizing for Service Transition
Organizational Development
Organizational Context for Transitioning a Service
Service Transition Roles and Responsibilities
Summary
Exam Essentials
Review Questions
Chapter 29 Technology Considerations for Service Transition
Technology Considerations
Summary
Exam Essentials
Review Questions
Chapter 30 Implementation and Improvement of Service Transition
The Key Activities in the Introduction of Service Transition
An Integrated Approach to Service Transition Processes
Implementing Service Transition in a Virtual or Cloud Environment
Summary
Exam Essentials
Review Questions
Chapter 31 Challenges, Critical Success Factors, and Risks
Service Transition Challenges
Critical Success Factors
Service Transition Risks
Service Transition under Difficult Conditions
Summary
Exam Essentials
Review Questions
Part IV Service Operation
Chapter 32 Introduction to the Service Operation Lifecycle Stage
Understanding the Purpose, Objectives, and Scope of Service Operation
The Context of Service Operation and the Service Lifecycle
The Value Service Operation Delivers to the Business
Service Operation Fundamentals
Summary
Exam Essentials
Review Questions
Chapter 33 Service Operation Principles
Service Operation Principles
Operational Staff Involvement in Other Lifecycle Stages
Operational Health
Communication
Service Operation Inputs and Outputs
Summary
Exam Essentials
Review Questions
Chapter 34 Service Operation Processes: Incident and Problem Management
Incidents and Problems: Two Key Service Management Concepts
Incident Management
Problem Management
Summary
Exam Essentials
Review Questions
Chapter 35 Service Operation Processes: Request Fulfilment
Purpose and Objectives
Scope
Value to the Business
Policies
Principles and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, Outputs, and Interfaces
Critical Success Factors and Key Performance Indicators
Challenges
Risks
Summary
Exam Essentials
Review Questions
Chapter 36 Service Operation Processes: Event Management
Definitions
Purpose
Objectives
Scope
Value
Policies
Principles and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, Outputs, and Interfaces
Critical Success Factors and Key Performance Indicators
Challenges
Risks
Summary
Exam Essentials
Review Questions
Chapter 37 Service Operation Processes: Access Management
Purpose
Objectives
Scope
Value
Policies
Principles and Basic Concepts
The High-Level Activities of the Access Management Process
Triggers, Inputs, Outputs, and Interfaces
Critical Success Factors and Key Performance Indicators
Challenges
Risks
Summary
Exam Essentials
Review Questions
Chapter 38 Common Service Operation Activities
Common Service Operation Activities
IT Operations
Operational Activities of Processes Covered in Other Lifecycle Stages
Improvement of Operational Activities
Summary
Exam Essentials
Review Questions
Chapter 39 Organizing for Service Operation
The Service Desk Function
Service Desk Organizational Structures
Other ITIL Functions
Technical Management
Operations Management
Objectives
Applications Management
Roles and Responsibilities in Service Management
Service Operation Process Roles
Organization for Functions
Summary
Exam Essentials
Review Questions
Chapter 40 Technology Considerations
Service Management Tools
Tool Requirements for Service Operation Processes
Service Management Tool Choice
Summary
Exam Essentials
Review Questions
Chapter 41 Implementation of Service Operation
Managing Change in Service Operation
Service Operation and Project Management
Assessing and Managing Risk in Service Operation
Operational Staff in Design and Transition
Planning and Implementing Service Management Technologies
Summary
Exam Essentials
Review Questions
Chapter 42 Challenges, Critical Success Factors, and Risks
Service Operation Challenges
Critical Success Factors
Service Operation Risks
Summary
Exam Essentials
Review Questions
Part V Continual Service Improvement
Chapter 43 Introduction to the Continual Service Improvement Lifecycle Stage
Understanding the Purpose, Objectives, and Scope of Continual Service Improvement
The Approach to Continual Service Improvement
The Business Questions to Ask to Ensure That a CSI Initiative Is Warranted
The Context of Continual Service Improvement in the Service Lifecycle
CSI Inputs and Outputs
Summary
Exam Essentials
Review Questions
Chapter 44 Continual Service Improvement Principles
CSI and Organizational Change
Ownership
CSI Register
External and Internal Drivers
Service Level Management
Knowledge Management
The Deming Cycle
Service Measurement
Governance
Frameworks, Models, Standards, and Quality Systems
Summary
Exam Essentials
Review Questions
Chapter 45 The Seven-Step Continual Service Improvement Process
The Seven-Step Improvement Process
Summary
Exam Essentials
Review Questions
Chapter 46 Continual Service Improvement Methods and Techniques
Assessments
Gap Analysis
Benchmarking
Service Measurement
Metrics
Creating Scorecards and Reports
Setting Targets
Balanced Scorecard
SWOT Analysis
Creating a Return on Investment
Service Reporting
CSI and Other Service Management Processes
Summary
Exam Essentials
Review Questions
Chapter 47 Organizing for Continual Service Improvement
Responsibilities, Skills, and Competencies
The Activities Involved in the Seven-Step Improvement Process
Comparing the CSI Manager Role with Other Relevant Roles
Using the RACI Model in CSI
Summary
Exam Essentials
Review Questions
Chapter 48 Technology Considerations
Holistic IT Service Management Tools
Specialist Tools
Summary
Exam Essentials
Review Questions
Chapter 49 Implementation of Continual Service Improvement
Critical Considerations and Where to Start
The Role of Governance
The Effect of Organizational Change for CSI
Communication Strategies and Planning
Summary
Exam Essentials
Review Questions
Chapter 50 Challenges, Critical Success Factors, and Risks
Continual Service Improvement Challenges
Critical Success Factors
Continual Service Improvement Risks
Summary
Exam Essentials
Review Questions
Appendix Answers to Review Questions
Chapter 1: Introduction to the Service Strategy Lifecycle Stage
Chapter 2: Service Strategy Principles
Chapter 3: Service Strategy Processes: Part 1
Chapter 4: Service Strategy Processes: Part 2
Chapter 5: Governance
Chapter 6: Organizing for Service Strategy
Chapter 7: Technology Considerations
Chapter 8: Implementing Service Strategy
Chapter 9: Challenges, Critical Success Factors, and Risks
Chapter 10: Introduction to the Service Design Lifecycle Stage
Chapter 11: Service Design Principles
Chapter 12: Service Design Processes: Design Coordination and Service Catalog Management
Chapter 13: Service Design Processes: Service Level Management and Availability Management
Chapter 14: Service Design Processes: Capacity Management and IT Service Continuity Management
Chapter 15: Service Design Processes: Information Security Management and Supplier Management
Chapter 16: Technology-Related Activities
Chapter 17: Organizing for Service Design
Chapter 18: Technology Considerations
Chapter 19: Implementation and Improvement of Service Design
Chapter 20: Challenges, Critical Success Factors, and Risks
Chapter 21: Introduction to Service Transition
Chapter 22: Service Transition Principles
Chapter 23: Service Transition Processes: Transition Planning and Support and Change Management
Chapter 24: Service Transition Processes: Service Asset and Configuration Management
Chapter 25: Service Transition Processes: Release and Deployment Management and Service Validation and Testing
Chapter 26: Service Transition Processes: Change Evaluation and Knowledge Management
Chapter 27: Managing People through Service Transitions
Chapter 28: Organizing for Service Transition
Chapter 29: Technology Considerations for Service Transition
Chapter 30: Implementation and Improvement of Service Transition
Chapter 31: Challenges, Critical Success Factors, and Risks
Chapter 32: Introduction to the Service Operation Lifecycle Stage
Chapter 33: Service Operation Principles
Chapter 34: Service Operation Processes: Incident and Problem Management
Chapter 35: Service Operation Processes: Request Fulfilment
Chapter 36: Service Operation Processes: Event Management
Chapter 37: Service Operation Processes: Access Management
Chapter 38: Common Service Operation Activities
Chapter 39: Organizing for Service Operation
Chapter 40: Technology Considerations
Chapter 41: Implementation of Service Operation
Chapter 42: Challenges, Critical Success Factors, and Risks
Chapter 43: Introduction to the Continual Service Improvement Lifecycle Stage
Chapter 44: Continual Service Improvement Principles
Chapter 45: The Seven-Step Continual Service Improvement Process
Chapter 46: Continual Service Improvement Methods and Techniques
Chapter 47: Organizing for Continual Service Improvement
Chapter 48: Technology Considerations
Chapter 49: Implementation of Continual Service Improvement
Chapter 50: Challenges, Critical Success Factors, and Risks
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Chapter 20 Challenges, Critical Success Factors, and Risks
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Chapter 21 Introduction to Service Transition
Part III
Service Transition
Chapter 21 Introduction to Service Transition
Chapter 22 Service Transition Principles
Chapter 23 Service Transition Processes: Transition Planning and Support and Change Management
Chapter 24 Service Transition Processes: Service Asset and Configuration Management
Chapter 25 Service Transition Processes: Release and Deployment Management and Service Validation and Testing
Chapter 26 Service Transition Processes: Change Evaluation and Knowledge Management
Chapter 27 Managing People through Service Transitions
Chapter 28 Organizing for Service Transition
Chapter 29 Technology Considerations for Service Transition
Chapter 30 Implementation and Improvement of Service Transition
Chapter 31 Challenges, Critical Success Factors, and Risks
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