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ITIL® Intermediate Certification Companion Study Guide
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ITIL® Intermediate Certification Companion Study Guide
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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Prev
Previous Chapter
ITIL® Intermediate Certification Companion Study Guide
Next
Next Chapter
Introduction
Contents
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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List of Tables
Chapter 2
Table 2.1
Table 2.2
Table 2.3
Table 2.4
Table 2.5
Table 2.6
Table 2.7
Table 2.8
Chapter 3
Table 3.1
Chapter 4
Table 4.1
Table 4.2
Chapter 6
Table 6.1
Chapter 7
Table 7.1
Table 7.2
Chapter 9
Table 9.1
Chapter 10
Table 10.1
Table 10.2
Chapter 12
Table 12.1
Chapter 17
Table 17.1
Chapter 27
Table 27.1
Table 27.2
Table 27.3
Table 27.4
Chapter 33
Table 33.1
Table 33.2
Table 33.3
Table 33.4
Table 33.5
Chapter 34
Table 34.1
Table 34.2
Chapter 38
Table 38.1
Chapter 39
Table 39.1
Table 39.2
Chapter 46
Table 46.1
Table 46.2
Table 46.3
Table 46.4
Chapter 47
Table 47.1
Table 47.2
Table 47.3
Table 47.4
Table 47.5
Table 47.6
Table 47.7
Table 47.8
Table 47.9
Chapter 49
Table 49.1
List of Illustrations
Chapter 1
Figure 1.1
The service lifecycle
Chapter 2
Figure 2.1
Achieving a balance between opposing strategic dynamics
Figure 2.2
Perspective, positions, plans, and patterns
Figure 2.3
Strategic plans result in patterns.
Figure 2.4
How customers perceive value
Figure 2.5
Utility increases the performance average.
Figure 2.6
Warranty reduces the performance average.
Figure 2.7
Combined effects of utility and warranty on customer assets
Figure 2.8
Value of a service in terms of return on assets for the customer
Figure 2.9
Service assets drive services to achieve business outcomes.
Figure 2.10
How a service provider enables a business unit’s outcomes
Figure 2.11
Growing service management into a trusted strategic asset
Figure 2.12
Type I providers
Figure 2.13
Common Type II providers
Figure 2.14
Type III providers
Figure 2.15
Classifying services using service archetypes and customer assets
Figure 2.16
Asset-based and utility-based strategies
Figure 2.17
Visualization of services as value-creating patterns
Figure 2.18
Defining services with utility components
Figure 2.19
Defining services with warranty components
Figure 2.20
Dynamics of a service model
Figure 2.21
Perceptions of utility and customer satisfaction
Figure 2.22
Service economic dynamics for external service providers
Figure 2.23
Service economic dynamics for internal service providers
Figure 2.24
Post-program ROI approach
Figure 2.25
Forecast analysis
Figure 2.26
The service sourcing staircase
Figure 2.27
Using service provider interfaces
Chapter 3
Figure 3.1
Overall business strategy and the strategies of business units
Figure 3.2
The scope of strategy management
Figure 3.3
The strategy management process
Figure 3.4
The service portfolio
Figure 3.5
The service catalog and linkages between services and outcomes
Figure 3.6
Service catalog and demand management
Figure 3.7
Service portfolio and service catalogs
Figure 3.8
Major inputs, outputs, and activities of financial management for IT services
Chapter 4
Figure 4.1
Business relationship management activities
Figure 4.2
Tight coupling between demands, capacity, and supply
Figure 4.3
Examples of patterns of business activity
Figure 4.4
Business activity influences patterns of demand for services.
Chapter 5
Figure 5.1
Strategy, policy, and plan
Figure 5.2
Governing bodies
Chapter 6
Figure 6.1
The centralized-decentralized spectrum
Figure 6.2
Stages of organizational development
Figure 6.3
Services through collaboration
Figure 6.4
Matching strategic forces with organizational development
Figure 6.5
Organizational design steps
Chapter 7
Figure 7.1
Degrading effect of variation in service processes
Figure 7.2
The flow from data to wisdom
Figure 7.3
The critical role of service interfaces
Figure 7.4
Types of service technology encounters
Chapter 8
Figure 8.1
Strategic planning and control process (Simons, 1995)
Figure 8.2
Top down – service management driven by strategy
Figure 8.3
Design constraints driven by strategy
Chapter 10
Figure 10.1
The scope of service design
Figure 10.2
The scope of service design and the five aspects
Figure 10.3
The ITIL service lifecycle
Chapter 11
Figure 11.1
Utility and warranty
Figure 11.2
The four
P
s of service design
Figure 11.3
Service Composition
Figure 11.4
Balanced design
Figure 11.5
The service relationships and dependencies
Figure 11.6
Design constraints
Figure 11.7
External influences on solution design
Figure 11.8
Aligning new services to business requirements
Figure 11.9
The service portfolio
Figure 11.10
The service portfolio, showing service status
Figure 11.11
Enterprise architecture
Figure 11.12
Relationship between architectures
Figure 11.13
The generic process model
Figure 11.14
An example of a simple RACI matrix
Figure 11.15
A metrics tree
Chapter 12
Figure 12.1
Design coordination process flow
Figure 12.2
Types of service in a service catalog
Figure 12.3
Two-view service catalog
Figure 12.4
Three-view service catalog
Chapter 13
Figure 13.1
The service level management process
Figure 13.2
The availability management process
Figure 13.3
The expanded incident lifecycle
Figure 13.4
Availability terms and measures
Figure 13.5
The availability management process
Chapter 14
Figure 14.1
Capacity management subprocesses
Figure 14.2
Capacity management overview with subprocesses
Figure 14.3
Ongoing iterative activities of capacity management
Figure 14.4
Lifecycle of IT service continuity management
Chapter 15
Figure 15.1
Elements of an ISMS for managing IT security
Figure 15.2
Information security management
Figure 15.3
Supplier management roles and interfaces
Figure 15.4
Supplier management process
Chapter 16
Figure 16.1
Requirements workshop techniques
Figure 16.2
Application portfolio attributes example
Chapter 17
Figure 17.1
Example of a service design organizational structure for a small organization
Figure 17.2
Example of a service design organization structure for a large organization
Chapter 18
Figure 18.1
Service management tool evaluation process
Chapter 19
Figure 19.1
Implementation/continual service improvement approach
Chapter 21
Figure 21.1
The scope of service transition
Chapter 23
Figure 23.1
Example of a responsibility matrix for release points during service transition
Figure 23.2
Scope of change management and release and deployment management for services
Figure 23.3
Example of a process flow for a normal change
Figure 23.4
Example of a change authorization model
Figure 23.5
Example of a process flow for a standard deployment request
Figure 23.6
Example of a process flow for a standard operational change request
Chapter 24
Figure 24.1
Example of a logical configuration model
Figure 24.2
Example of relationships between the CMS and SKMS
Figure 24.3
Example of the application of the architectural layers of the CMS
Figure 24.4
The relationship between the definitive media library and the configuration management system
Figure 24.5
Typical service asset and configuration management activity model
Chapter 25
Figure 25.1
Simplified example of release units for an IT service
Figure 25.2
Architecture elements to be built and tested
Figure 25.3
Example of a release package
Figure 25.4
Phases of release and deployment management
Figure 25.5
Example of a set of deployment activities
Figure 25.6
Design constraints driven by strategy
Figure 25.7
Example of service lifecycle configuration levels and baseline points
Figure 25.8
Example of a validation and testing process
Chapter 26
Figure 26.1
Change evaluation process flow
Figure 26.2
The flow from data to wisdom
Figure 26.3
Relationship of the CMDB, the CMS, and the SKMS
Figure 26.4
Examples of data and information in the service knowledge management system
Chapter 27
Figure 27.1
Example of a communication strategy and plan contents
Figure 27.2
Example of service transition steps for outsourcing
Figure 27.3
The emotional cycle of change
Figure 27.4
Potential stakeholders
Figure 27.5
Example of a stakeholder map
Figure 27.6
Power impact matrix
Figure 27.7
Example of a planning commitment chart
Chapter 28
Figure 28.1
Example of service transition organizational structure for a small organization
Figure 28.2
Example of service transition organizational structure for a larger organization
Figure 28.3
Example of service transition organization and its interfaces
Figure 28.4
Organizational interfaces for a service transition
Figure 28.5
Flow of experience
Chapter 30
Figure 30.1
Steps to improving the service transition processes
Figure 30.2
An example of a path through the processes that might be required for a single service transition
Chapter 32
Figure 32.1
Service operation involvement in other lifecycle processes
Figure 32.2
The ITIL service lifecycle
Figure 32.3
Integration across the ITIL service lifecycle
Chapter 33
Figure 33.1
Achieving a balance between external and internal focus
Figure 33.2
Achieving a balance between focus on stability and responsiveness
Figure 33.3
Achieving a balance between focus on cost and quality
Figure 33.4
Balancing quality and cost
Figure 33.5
Achieving a balance between being too reactive and too proactive
Chapter 34
Figure 34.1
Incident management process flow
Figure 34.2
Multilevel incident categorization
Figure 34.3
The problem management process
Figure 34.4
How incidents, problems, and changes are linked
Chapter 35
Figure 35.1
Request fulfilment process flow
Chapter 36
Figure 36.1
Correlation engine
Figure 36.2
Event management process flow
Chapter 37
Figure 37.1
Access management process flow
Chapter 38
Figure 38.1
Achieving maturity in technology management
Figure 38.2
The monitor control loop
Figure 38.3
Complex monitor control loop
Figure 38.4
The ITSM monitor and control loop
Chapter 39
Figure 39.1
Local service desk
Figure 39.2
Centralized service desk
Figure 39.3
Virtual service desk
Figure 39.4
Service operation functions
Figure 39.5
Application management lifecycle
Figure 39.6
Role of teams in the application management lifecycle
Figure 39.7
IT operations organized according to technical specification (sample)
Figure 39.8
A department based on executing a set of activities
Figure 39.9
IT operations organized according to geography
Figure 39.10
Centralized IT operations, technical, and application management structure
Chapter 43
Figure 43.1
Continual service improvement approach
Figure 43.2
Integration across the service lifecycle
Figure 43.3
Continual service improvement and the service lifecycle
Chapter 44
Figure 44.1
Knowledge management leads to better IT decisions.
Figure 44.2
Knowledge spiral—a gathering activity
Figure 44.3
Enterprise governance (source: CIMA)
Chapter 45
Figure 45.1
The seven-step improvement process
Figure 45.2
Monitoring and data collection procedures
Figure 45.3
From vision to measurements
Figure 45.4
Knowledge spiral—a gathering activity
Figure 45.5
The seven-step improvement process and DIKW
Figure 45.6
The seven-step improvement process and the Deming Cycle
Chapter 46
Figure 46.1
The relationships between services, processes, and systems
Figure 46.2
The value of a process versus the maturity of a process
Figure 46.3
Availability reporting
Figure 46.4
Service measurement model
Figure 46.5
Service management model
Figure 46.6
From vision to measurement
Figure 46.7
Deriving measurements and metrics from goals and objectives
Figure 46.8
IT balanced scorecard
Figure 46.9
The expanded incident lifecycle
Figure 46.10
Connecting business and service capacity management
Chapter 47
Figure 47.1
The seven-step improvement process
Figure 47.2
Activities and skill levels needed for continual service improvement
Figure 47.3
Service management roles and customer engagement
Chapter 49
Figure 49.1
Process reengineering changes everything
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