ITIL Intermediate Certification Companion Study Guide: Intermediate ITIL Service Lifecycle Exams

Covers 100% of exam objectives, including Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement, and much more.... Includes online interactive learning environment with

+ More than 90 electronic flashcards

+ Searchable key term glossary

Your Comprehensive Companion Guide for the Intermediate ITIL® Service Lifecycle Exams

The ITIL Intermediate Certification Companion Study Guide provides 100% coverage of all five ITIL v3 Service Lifecycle exams, based on the 2011 syllabus: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Understand each area of the syllabus through detailed instruction on all concepts and process areas. Specific syllabus elements are illustrated with real–life examples, and critical terms are highlighted to emphasize their importance on the exams. Clear, concise language helps you fully grasp the fundamentals, and linking concept to practice helps you understand the importance of what you′re learning in real IT service scenarios.

Coverage of 100% of all Intermediate Lifecycle exam objectives in this Study Guide means you′ll be ready to take each of the five exams. For each lifecycle stage, you will understand

Principles and Processes Governance Requirements Organizational Requirements Technology Considerations Implementation Considerations Critical Success Factors, Challenges, and Risks

Interactive learning environment

Take your exam prep to the next level with Sybex′s superior interactive online study tools. To access our learning environment, simply visit http://sybextestbanks.wiley.com, type in your unique PIN, and instantly gain access to:

More than 90 Electronic Flashcards to reinforce learning and last minute prep before the exam Comprehensive glossary in PDF format gives you instant access to the key terms so you are fully prepared

The ITIL® qualification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail. The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest. There are five certification levels within the scheme:

Foundation Practitioner Intermediate Expert Master

Introduction xlv

Assessment Test li

Part I Service Strategy 1

Chapter 1 Introduction to the Service Strategy Lifecycle Stage 3

The Main Purpose of Service Strategy 4

The Four Ps of Service Strategy 5

The Objectives of Service Strategy 5

The Scope of Service Strategy 6

The Value Service Strategy Delivers to the Business 7

The Context of Service Strategy within the Service Lifecycle 7

Service Strategy 8

Service Design 8

Service Transition 9

Service Operation 9

Continual Service Improvement 10

Summary 11

Exam Essentials 11

Review Questions 13

Chapter 2 Service Strategy Principles 15

Service Strategy Basics 16

Deciding on a Strategy 16

Strategy and Opposing Dynamics 17

Outperforming Competitors 18

Four Ps of Service Strategy 18

Services and Value 22

Service 22

Value 26

Utility and Warranty 29

Strategic Assets and Service Providers 35

Business Units and Service Providers 35

Defining Services 46

Step 1: Define the Market and Identify Customers 46

Step 2: Understand the Customer 47

Step 3: Quantify the Outcomes 47

Step 4: Classify and Visualize the Service 48

Step 5: Understand the Opportunities (Market Spaces) 52

Step 6: Define Services Based on Outcomes 53

Step 7: Service Models 55

Step 8: Define Service Units and Packages 57

Strategies for Customer Satisfaction 59

Kano Model 59

Service Economics 61

Return on Investment 63

Sourcing Strategy 69

Sourcing Structures 70

Sourcing Responsibilities 72

Service Strategy Inputs and Outputs 77

Summary 79

Exam Essentials 80

Review Questions 82

Chapter 3 Service Strategy Processes: Part 1 85

Understanding Strategy Management for IT Services 86

Purpose 86

Objectives 87

Scope 87

Value 90

Policies, Principles, and Basic Concepts 91

Process Activities, Methods, and Techniques 91

Triggers, Inputs, Outputs, and Interfaces 97

Critical Success Factors and Key Performance Indicators 99

Challenges 100

Risks 100

Understanding Service Portfolio Management 101

Purpose 101

Objectives 101

Scope 102

Value 103

Policies, Principles, and Basic Concepts 104

Service Portfolio Management through the Service Lifecycle 110

Process Activities, Methods, and Techniques 111

Triggers 116

Inputs 116

Outputs 117

Interfaces 117

Critical Success Factors and Key Performance Indicators 118

Challenges 119

Risks 119

Understanding Financial Management for IT Services 119

Purpose of Financial Management 120

Objectives of Financial Management 120

Scope of Financial Management 121

Value 122

Policies, Principles, and Basic Concepts 123

Process Activities, Methods, and Techniques 124

Triggers 127

Inputs 127

Outputs 127

Interfaces 128

Critical Success Factors and Key Performance Indicators 129

Challenges 129

Risk 130

Summary 130

Exam Essentials 130

Review Questions 132

Chapter 4 Service Strategy Processes: Part 2 135

Understanding Business Relationship Management 136

Purpose of Business Relationship Management 136

Objectives of Business Relationship Management 137

Scope of Business Relationship Management 137

Value 141

Policies, Principles, and Basic Concepts 141

Process Activities, Methods, and Techniques 143

Triggers 146

Inputs 146

Outputs 147

Interfaces 147

Critical Success Factors and Key Performance Indicators 148

Challenges 148

Risks 149

Understanding Demand Management 149

Purpose 150

Objectives 150

Scope 150

Value 150

Policies, Principles, and Basic Concepts 151

Process Activities, Methods, and Techniques 152

Triggers 156

Inputs 156

Outputs 157

Interfaces 157

Critical Success Factors and Key Performance Indicators 158

Challenges 158

Risks 159

Summary 159

Exam Essentials 159

Review Questions 161

Chapter 5 Governance 163

Understanding Governance 164

Setting the Strategy for Governance 164

Evaluate 165

Direct 166

Monitor 166

Governance Framework 166

What Is IT Governance? 167

Service Strategy Relating to Governance 169

Summary 169

Exam Essentials 170

Review Questions 171

Chapter 6 Organizing for Service Strategy 173

Organizational Development 174

Deciding on a Structure 177

Organizational Departmentalization 178

Organizational Design 179

Service Strategy Roles 180

Business Relationship Manager 182

Strategy Management Roles 183

Service Portfolio Roles 184

Financial Management Roles 184

Demand Management Roles 185

Summary 186

Exam Essentials 186

Review Questions 188

Chapter 7 Technology Considerations 191

Service Automation 192

Automation and Service Management 193

Service Analytics 194

Service Interfaces 197

Types of Service Technology Encounters 198

Summary 199

Exam Essentials 200

Review Questions 201

Chapter 8 Implementing Service Strategy 205

Implementation through the Lifecycle 206

Following a Lifecycle Approach 208

Service Strategy Approach 208

Service Design Approach 209

Service Transition Approach 210

Service Operation Approach 210

Continual Service Improvement Approach 210

Impact of Service Strategy on Lifecycle Stages 211

Service Design Stage 211

Service Transition Stage 213

Service Operation Stage 213

Continual Service Improvement Stage 213

Summary 213

Exam Essentials 214

Review Questions 215

Chapter 9 Challenges, Critical Success Factors, and Risks 217

Service Strategy Challenges 218

Complexity 218

Coordination and Control 218

Preserving Value 219

Effective Measurement 219

Service Strategy Risks 221

Definition of Risk 221

Inaccurate Information 221

Risk of Taking, or Failing to Take, Opportunities 222

Design Risks 222

Operational Risks 222

Market Risks 222

Critical Success Factors 223

Summary 223

Exam Essentials 223

Review Questions 225

Part II Service Design 227

Chapter 10 Introduction to the Service Design Lifecycle Stage 229

The Purpose of Service Design 230

The Goals and Objectives of Service Design 231

The Scope of Service Design 232

The Five Aspects of Service Design 232

The Value Service Design Delivers to the Business 234

The Context of Service Design and the Service Lifecycle 236

Service Design Inputs and Outputs 239

Strategy Inputs and Outputs 239

Transition Inputs and Outputs 240

Operation Inputs and Outputs 241

CSI Inputs and Outputs 242

The Contents and Use of the Service Design Package 245

The Contents and Use of Service Acceptance Criteria 245

Exam Essentials 248

Summary 248

Review Questions 249

Chapter 11 Service Design Principles 253

Holistic and Balanced Service Design 254

Service Design and Change Management 255

Utility and Warranty 255

Business Focus 256

Balanced Design 258

Service Requirements, Business Requirements, and Drivers 260

Service Requirements 260

Business Requirements and Drivers 262

Design Activities 263

Evaluate Alternative Solutions 264

Procure the Preferred Solution 264

Develop the Solution 264

Design Constraints 265

The Five Aspects of Service Design 266

Designing Service Solutions 269

The Design of the Management Information Systems and Tools 271

Management and Technology Architectures 275

Processes 279

Measurement Systems and Metrics 281

Service–Oriented Architecture 283

SOA Principles 284

Service Design Models 284

Design and Development Approaches 286

Summary 286

Exam Essentials 286

Review Questions 288

Chapter 12 Service Design Processes: Design Coordination and Service Catalog Management 291

Design Coordination 292

The Purpose of Design Coordination 292

The Objectives of Design Coordination 292

The Scope of Design Coordination 293

The Value of Design Coordination to the Business 294

Design Coordination Policies 294

Principles and Basic Concepts for Design Coordination 295

Design Coordination Process Activities, Methods, and Techniques 296

Triggers, Inputs, Outputs, and Interfaces 297

Information Management 299

Critical Success Factors and Key Performance Indicators 299

Challenges 300

Risks 300

Service Catalog Management 301

Purpose 301

Objectives 301

Scope 302

Value 302

Policies 303

Principles and Basic Concepts 303

Process Activities, Methods, and Techniques 305

Triggers, Inputs, Outputs, and Interfaces 306

Information Management 307

Critical Success Factors and Key Performance Indicators 308

Summary 309

Exam Essentials 309

Review Questions 311

Chapter 13 Service Design Processes: Service Level Management and Availability Management 315

Service Level Management 316

Purpose of Service Level Management 316

Objectives of Service Level Management 317

Scope of Service Level Management 318

Service Level Management Value to the Business 318

Service Level Management Policies 319

Service Level Management Process Activities, Methods, and Techniques 320

Service Level Management Triggers, Inputs, and Outputs 321

Service Level Management Interfaces 323

Information Management and Service Level Management 323

Measures, Metrics, and Critical Success Factors for Service Level Management 324

Challenges for Service Level Management 325

Risks for Service Level Management 325

Availability Management 325

Defining Availability 325

Purpose of Availability Management 326

Objectives of Availability Management 327

Scope of Availability Management 327

Availability Management Policies 328

Availability Management Principles and Basic Concepts 329

Availability Management Process, Methods, and Techniques 336

Availability Management Triggers, Inputs, and Outputs 337

Availability Management Interfaces 339

Information Management and Availability Management 340

Availability Management Critical Success Factors and Key Performance Indicators 341

Availability Management Challenges and Risks 342

Summary 343

Exam Essentials 343

Review Questions 345

Chapter 14 Service Design Processes: Capacity Management and IT Service Continuity Management 347

Capacity Management 348

Purpose of Capacity Management 348

Objectives of Capacity Management 349

Scope of Capacity Management 349

Capacity Management Value to the Business 350

Capacity Management Policies 351

Capacity Management Process Activities, Methods, and Techniques 351

Capacity Management Triggers, Inputs, and Outputs 355

Capacity Management Interfaces 356

Information Management and Capacity Management 357

Measures, Metrics, and Critical Success Factors for Capacity Management 358

Challenges for Capacity Management 358

Risks for Capacity Management 359

IT Service Continuity Management 359

Purpose of IT Service Continuity Management 360

Objectives of IT Service Continuity Management 360

Scope of IT Service Continuity Management 360

IT Service Continuity Management Value to the Business 361

IT Service Continuity Management Process, Methods, and Techniques 361

IT Service Continuity Management Triggers, Inputs, and Outputs 363

IT Service Continuity Management Interfaces 364

Information Management 365

IT Service Continuity Management Critical Success Factors and KPIs 365

IT Service Continuity Management Challenges and Risks 366

Summary 367

Exam Essentials 367

Review Questions 369

Chapter 15 Service Design Processes: Information Security Management and Supplier Management 371

Information Security Management 372

Purpose of Information Security Management 372

Objectives of Information Security Management 373

Scope of Information Security Management 373

Information Security Management Value to the Business 374

Information Security Management Policies 374

IT Security Management Process Activities, Methods, and Techniques 376

Information Security Management Triggers, Inputs, and Outputs 377

Information Security Management Interfaces 379

Measures, Metrics, and Critical Success Factors for Information Security Management 379

Challenges for Information Security Management 380

Risks for Information Security Management 380

Supplier Management 381

Purpose of Supplier Management 381

Objectives of Supplier Management 381

Scope of Supplier Management 381

Supplier Management Value to the Business 382

Supplier Management Principles, Policies, and Basic Concepts 382

Supplier Management Process, Methods, and Techniques 383

Supplier Management Triggers, Inputs, and Outputs 385

Supplier Management Interfaces 386

Information Management 386

Supplier Management Critical Success Factors and KPIs 387

Supplier Management Challenges and Risks 387

Summary 388

Exam Essentials 388

Review Questions 390

Chapter 16 Technology–Related Activities 393

Service Design Activities and Techniques within Requirements Engineering 394

Types of Requirement 395

Requirements Investigation Techniques 396

Problems with Requirements Engineering 399

Management of Data and Information 400

Data Management and the Service Lifecycle 401

Classifying Data 401

Management of Applications 401

The Application Portfolio 402

Linking Application and Service Portfolio 403

Application Frameworks 403

The Need for CASE Tools and Repositories 403

Outputs 403

Design Patterns 404

Developing Individual Applications 404

Templates and Code Generation 404

Diagnostic Hooks 404

Outputs 405

Summary 405

Exam Essentials 405

Review Questions 407

Chapter 17 Organizing for Service Design 411

The RACI Matrix 412

Functional Roles in Service Design 413

Organizational Structures in Service Design 414

Generic Roles 415

Service Owner 415

Process Owner 416

Process Manager 417

Process Practitioner 417

Specific Service Design Roles 418

Service Design Process Roles 418

Design Coordination Roles 418

Service Catalog Management Roles 419

Service Level Management Roles 420

Availability Management Process Roles 421

Capacity Management Process Roles 422

IT Service Continuity Management Process Roles 424

Information Security Management Process Roles 425

Supplier Management Process Roles 426

Summary 427

Exam Essentials 427

Review Questions 428

Chapter 18 Technology Considerations 431

Service Design Tools 432

Process or Tool First? 432

Specifying Requirements 432

Evaluation 433

Choosing the Preferred Option 435

Implementation 436

Summary 436

Exam Essentials 437

Review Questions 438

Chapter 19 Implementation and Improvement of Service Design 441

Business Impact Analysis 442

Service Level Management 443

Risks to the Services and Processes 443

Implementing Service Design 443

Improving Service Design 444

Measurement of Service Design 447

Balanced Scorecard 447

Six Sigma 448

Measuring Service Design 448

Summary 449

Exam Essentials 449

Review Questions 450

Chapter 20 Challenges, Critical Success Factors, and Risks 453

Service Design Challenges 454

Meeting the Challenges 455

Critical Success Factors 455

Key Performance Indicators 456

Service Design Risks 456

Summary 457

Exam Essentials 458

Review Questions 459

Part III Service Transition 461

Chapter 21 Introduction to Service Transition 463

Service Transition Concepts 464

Purpose 464

Objectives 464

Scope 465

Value to the Business 467

Service Transition in the Context of the Service Lifecycle 468

Service Strategy 468

Service Design 468

Service Transition 469

Service Operation 469

Continual Service Improvement 470

Summary 470

Exam Essentials 470

Review Questions 472

Chapter 22 Service Transition Principles 475

Formal Policy for Service Transition 476

Policy 476

Principles 476

Best Practice 477

Governance Policy for Service Transition 477

Policy 477

Principles 477

Best Practice 478

Common Framework for Service Transition 478

Policy 478

Principles 478

Best Practice 478

Maximize Reuse of Established Processes and Systems 479

Policy 479

Principles 479

Best Practice 479

Business Alignment of Service Transition 480

Policy 480

Principles 480

Best Practice 480

Establish and Maintain Relationships with Stakeholders 481

Policy 481

Principles 481

Best Practice 481

Establish Control and Disciplines 482

Policy 482

Principles 482

Best Practice 482

Knowledge Transfer and Service Transition 483

Policy 483

Principles 483

Best Practice 484

Plan Release Packages 484

Policy 484

Principles 484

Best Practice 485

Anticipate and Manage Course Corrections 485

Policy 485

Principles 486

Best Practice 486

Proactively Manage Resources 486

Policy 486

Principles 486

Best Practice 487

Ensure Early Involvement in Service Lifecycle 487

Policy 487

Principles 487

Best Practice 487

Quality Assurance 488

Policy 488

Principles 488

Best Practice 489

Proactively Improve Quality During Service Transition 489

Policy 489

Principles 489

Best Practice 490

Summary 490

Exam Essentials 491

Review Questions 492

Chapter 23 Service Transition Processes: Transition Planning and Support and Change Management 495

Transition Planning and Support 496

Purpose 496

Objectives 496

Scope 497

Value to the Business 497

Policies, Principles, and Basic Concepts 498

Process Activities, Methods, and Techniques 500

Triggers, Inputs, Outputs, and Interfaces 504

Critical Success Factors and Key Performance Indicators 505

Challenges 505

Risks 506

Change Management 506

The Purpose of Change Management 506

The Objective of Change Management 506

The Scope of Change Management 507

The Value of Change Management to the Business 508

Change Management Policies, Principles, and Basic Concepts 509

Change Management Process Activities, Methods, and Techniques 513

Triggers, Inputs, Outputs, and Interfaces 518

Triggers 518

Inputs 519

Outputs 520

Interfaces 520

Critical Success Factors and Key Performance Indicators 521

Challenges 521

Risks 521

Summary 522

Exam Essentials 522

Review Questions 524

Chapter 24 Service Transition Processes: Service Asset and Configuration Management 527

Service Asset and Configuration Management 528

Purpose 528

Objectives 528

Scope 529

Value to the Business 529

Policies, Principles, and Basic Concepts 530

Process Activities, Methods, and Techniques 537

Triggers, Inputs and Outputs, and Process Interfaces 538

KPIs and CSFs 539

Challenges 540

Risks 540

Summary 541

Exam Essentials 541

Review Questions 543

Chapter 25 Service Transition Processes: Release and Deployment Management and Service Validation and Testing 547

Release and Deployment Management 548

Purpose 548

Objectives 548

Scope 549

Value to the Business 549

Policies, Principles, and Basic Concepts 550

Process Activities, Methods, and Techniques 553

Triggers 556

Inputs 556

Outputs 556

Interfaces 556

Critical Success Factors and Key Performance Indicators 557

Challenges 557

Risks 557

Service Validation and Testing 558

Purpose 558

Objective 558

Scope 558

Value to the Business 559

Policies, Principles, and Basic Concepts 559

Process Activities, Methods, and Techniques 562

Trigger 564

Inputs 564

Outputs 565

Interfaces 565

Critical Success Factors and Key Performance Indicators 565

Challenges 566

Risks 566

Summary 566

Exam Essentials 566

Review Questions 568

Chapter 26 Service Transition Processes: Change Evaluation and Knowledge Management 571

Change Evaluation 572

Purpose 572

Objectives 572

Scope 573

Value to the Business 573

Policies, Principles, and Basic Concepts 573

Trigger 575

Inputs 575

Outputs 575

Interfaces 575

Critical Success Factors and Key Performance Indicators 576

Challenges 576

Risks 577

Knowledge Management 577

Purpose 577

Objectives 577

Scope 578

Value to the Business 578

Policies, Principles, and Basic Concepts 578

Process Activities, Methods, and Techniques 581

Triggers 582

Inputs 583

Outputs 583

Interfaces 583

Critical Success Factors and Key Performance Indicators 583

Challenges 584

Risks 584

Summary 584

Exam Essentials 584

Review Questions 587

Chapter 27 Managing People through Service Transitions 589

Management of Communication and Commitment 590

Methods of Communication 592

Managing Organization and Stakeholder Change 594

Organization, Roles, and Responsibilities 596

Service Transition s Role in Organizational Change 596

Planning and Implementing Organizational Change 599

Organizational Change Products 600

Assessing Organizational Readiness for Change 601

Monitoring Progress of Organizational Change 602

Organization and People in Sourcing Changes 603

Methods, Practices, and Techniques for Managing Change 603

Stakeholder Management 606

Stakeholder Management Strategy 606

Summary 609

Exam Essentials 610

Review Questions 611

Chapter 28 Organizing for Service Transition 613

Organizational Development 614

Small Organizations 614

Larger Organizations 615

Organizational Context for Transitioning a Service 616

Service Transition Roles and Responsibilities 618

Service Owner 618

Process Owner 618

Process Manager 619

Process Practitioner 619

Service Transition Manager 619

Transition Planning and Support Process Owner 620

Transition Planning and Support Process Manager 620

Transition Planning and Support Process Practitioner 620

Change Management Process Owner 620

Change Management Process Manager 621

Change Initiator 621

Change Practitioner 621

Change Authority 621

CAB Member 622

CAB Chair 622

SACM Process Owner 622

SACM Process Manager 622

Configuration Analyst 623

Configuration Librarian 623

Release and Deployment Process Owner 623

Release and Deployment Process Manager 624

Release Packaging and Build Practitioner 624

Deployment Practitioner 624

Early Life Support Practitioner 625

Build and Test Environment Manager 625

Service Validation and Testing Process Owner 626

Service Validation and Testing Process Manager 626

Service Validation and Testing Process Practitioner 626

Contribution of Other Roles to Service Validation and Testing 626

Change Evaluation Process Owner 627

Change Evaluation Process Manager 627

Change Evaluation Process Practitioner 627

Knowledge Management Process Owner 627

Knowledge Management Process Manager 628

Knowledge Management Process Practitioner 628

Knowledge Creator 628

Service Transition Relationship with Other Lifecycle Stages 628

Upstream Relationships for Service Transition 628

Logical Staff Mobility 629

Downstream Process and Procedure Influence 629

Summary 630

Exam Essentials 630

Review Questions 631

Chapter 29 Technology Considerations for Service Transition 633

Technology Considerations 634

Technology Throughout Service Transition 634

Technology Throughout the Service Lifecycle 635

Knowledge Management Tools 636

Collaboration 637

Configuration Management System 638

Summary 639

Exam Essentials 639

Review Questions 641

Chapter 30 Implementation and Improvement of Service Transition 643

The Key Activities in the Introduction of Service Transition 644

Justifying Service Transition 645

Designing Service Transition 645

Introduction of the Components to the Organization 647

Delivering the Service (Business as Usual) 647

An Integrated Approach to Service Transition Processes 648

Implementing Service Transition in a Virtual or Cloud Environment 649

Summary 650

Exam Essentials 650

Review Questions 651

Chapter 31 Challenges, Critical Success Factors, and Risks 655

Service Transition Challenges 656

Critical Success Factors 657

Service Transition Risks 658

Service Transition under Difficult Conditions 658

Risk Management 659

Restricted Resources 659

Safety–Critical Services and High–Risk Environments 660

Working with Difficult Customers 660

Summary 660

Exam Essentials 661

Review Questions 662

Part IV Service Operation 665

Chapter 32 Introduction to the Service Operation Lifecycle Stage 667

Understanding the Purpose, Objectives, and Scope of Service Operation 668

The Purpose of Service Operation 669

The Objectives of Service Operation 669

The Scope of Service Operation 669

The Context of Service Operation and the Service Lifecycle 671

Service Strategy 672

Service Design 673

Service Transition 674

Service Operation 674

Continual Service Improvement 675

The Value Service Operation Delivers to the Business 676

Service Operation Fundamentals 677

Functions and Processes in Service Operation 678

Summary 679

Exam Essentials 680

Review Questions 681

Chapter 33 Service Operation Principles 685

Service Operation Principles 686

Achieving Balance in Service Operation 686

Providing Good Service 694

Operational Staff Involvement in Other Lifecycle Stages 694

Operational Involvement in Service Strategy 694

Operational Involvement in Service Design 694

Operational Involvement in Service Transition 695

Operational Involvement in Continual Service

Improvement 695

Operational Health 696

Communication 696

Meetings 697

Documentation 697

Service Operation Inputs and Outputs 698

Service Strategy 698

Service Design 698

Service Transition 698

Continual Service Improvement 699

Summary 700

Exam Essentials 700

Review Questions 702

Chapter 34 Service Operation Processes: Incident and Problem Management 705

Incidents and Problems: Two Key Service Management Concepts 706

Incident Management 707

The Purpose of Incident Management 708

The Objectives of Incident Management 708

The Scope of Incident Management 708

The Value of Incident Management to the Business 709

Incident Management Policies 709

Principles and Basic Concepts for Incident Management 711

Incident Management Process Activities, Methods, and Techniques 714

Triggers for Incident Management 720

Inputs 720

Outputs 721

Interfaces between Incident Management and the Lifecycle Stages 721

Critical Success Factors and Key Performance Indicators 723

Challenges 724

Risks 724

Problem Management 724

Purpose 725

Objectives 726

Value 727

Policies 727

Principles and Basic Concepts 727

Process Activities, Methods, and Techniques 729

Process Activities 730

Triggers 735

Interfaces between Problem Management and the Lifecycle Stages 736

Critical Success Factors and Key Performance Indicators 737

Challenges 738

Risks 739

Summary 739

Exam Essentials 739

Review Questions 741

Chapter 35 Service Operation Processes: Request Fulfilment 743

Purpose and Objectives 744

Scope 746

Value to the Business 747

Policies 747

Principles and Basic Concepts 748

Separation of Requests and Incidents 748

Request Models 749

Menu Selection 749

Request Status Tracking 749

Prioritizing and Escalating Requests 750

Approval 750

Coordination of Fulfilment Activity and Closure of the Request 750

Process Activities, Methods, and Techniques 751

Receiving the Request 751

Logging the Request 751

Validating the Request 753

Categorizing the Request 753

Prioritizing the Request 753

Authorizing the Request 753

Fulfilling the Request 753

Completion and Closure of the Request 753

Triggers, Inputs, Outputs, and Interfaces 754

Trigger 754

Inputs 754

Outputs 754

Interfaces 755

Critical Success Factors and Key Performance Indicators 755

Challenges 756

Risks 757

Summary 757

Exam Essentials 757

Review Questions 759

Chapter 36 Service Operation Processes: Event Management 763

Definitions 764

Purpose 765

Objectives 765

Scope 766

Value 767

Policies 767

Principles and Basic Concepts 768

Monitoring and Event Management 768

Informational, Warning, and Exception Events 768

Filtering 769

Designing for Event Management 770

Instrumentation 770

Correlation Engine 771

Process Activities, Methods, and Techniques 772

Event Notification 773

Event Detection and Logging 773

Correlation and Filtering 773

Actions Taken 774

Review and Closure 774

Triggers, Inputs, Outputs, and Interfaces 775

Triggers 775

Inputs 775

Outputs 776

Interfaces between Event Management and the Lifecycle Stages 777

Critical Success Factors and Key Performance Indicators 778

Challenges 779

Risks 779

Summary 780

Exam Essentials 780

Review Questions 781

Chapter 37 Service Operation Processes: Access Management 785

Purpose 786

Objectives 787

Scope 787

Value 787

Policies 788

Principles and Basic Concepts 788

The High ]Level Activities of the Access Management Process 789

Request Access 789

Verifying and Validating 789

Provide Access 791

Monitor Access 791

Remove Access 792

Triggers, Inputs, Outputs, and Interfaces 792

Triggers 792

Inputs 793

Outputs 793

Interfaces 793

Critical Success Factors and Key Performance Indicators 794

Challenges 794

Risks 795

Summary 795

Exam Essentials 796

Review Questions 797

Chapter 38 Common Service Operation Activities 801

Common Service Operation Activities 802

Maturing Technology Management 802

Monitoring and Control 804

Monitor Control Loops 805

Measurement, Metrics, and Key Performance Indicators 812

Interfaces to Other Service Lifecycle Practices 813

IT Operations 814

Operations Bridge 814

Job Scheduling 814

Backup and Restore 815

Print and Output Management 815

Server and Mainframe Management and Support 816

Network Management 817

Storage and Archive 818

Database Administration 819

Directory Services Management 820

Desktop and Mobile Device Support 821

Middleware Management 821

Internet/Web Management 822

Facilities and Data Center Management 823

Data Center Strategies 824

Operational Activities of Processes Covered in Other Lifecycle Stages 825

Change Management 825

Service Asset and Configuration Management 826

Release and Deployment Management 826

Knowledge Management 826

Capacity Management 827

Availability Management 828

IT Service Continuity Management 829

Information Security Management 829

Service Level Management 830

Demand Management 830

Financial Management for IT Services 831

Improvement of Operational Activities 831

Summary 831

Exam Essentials 832

Review Questions 833

Chapter 39 Organizing for Service Operation 837

The Service Desk Function 839

Staffing 840

Role 841

Objective 841

Service Desk Organizational Structures 842

Local Service Desk 842

Centralized Service Desk 843

Virtual Service Desk 844

Follow the Sun 846

Specialized Service Desk Groups 847

Service Desk Single Point of Contact 847

Service Desk Staffing 848

Training 850

Staff Retention 850

Super Users 851

Measuring Service Desk Performance 851

Customer/User Satisfaction Surveys 852

Service Desk Environment 854

Outsourcing the Service Desk 855

Other ITIL Functions 857

Technical Management 857

Role 857

Objectives 858

Generic Technical Management Activities 858

Technical Management Organization 861

Technical Design and Technical Maintenance and Support 861

Measuring Technical Management Performance 861

Technical Management Documentation 863

Operations Management 863

IT Operations Control 864

Facilities Management 864

Objectives 865

Measuring IT Operations Management Performance 867

IT Operations Management Documentation 867

Applications Management 868

Role 869

Objectives 870

Application Management Principles 870

Application Management Lifecycle 870

Requirements 872

Design 872

Build 873

Deploy 873

Operate 873

Optimize 874

Application Management Generic Activities 874

Application Development vs. Application Management 877

Measuring Application Management Performance 880

Application Management Documentation 882

Roles and Responsibilities in Service Management 885

Service Owner 886

Process Owner 887

Process Manager 888

Process Practitioner 889

Service Operation Process Roles 890

Incident Management/Request Fulfilment 890

Problem Management 891

Event Management 891

Access Management 891

Technical and Application Management Roles 892

IT Operations Management and Service Desk Roles 892

Organization for Functions 892

Organization by Technical Specialization 892

Organization by Activity 894

Organizing to Manage Processes 896

Organizing IT Operations by Geography 896

Hybrid Organization Structures 898

Combined Functions 898

Organizing Application and Technical Management 899

Summary 900

Exam Essentials 901

Review Questions 902

Chapter 40 Technology Considerations 905

Service Management Tools 906

Tool Requirements for Service Operation Processes 908

Event Management 908

Incident Management 908

Request Fulfilment 909

Problem Management 909

Access Management 910

Service Desk Function 910

Service Management Tool Choice 911

Summary 912

Exam Essentials 912

Review Questions 913

Chapter 41 Implementation of Service Operation 915

Managing Change in Service Operation 916

Change Triggers 916

Change Assessment 917

Measurement of Successful Change 917

Service Operation and Project Management 918

Assessing and Managing Risk in Service Operation 918

Risks Resulting from Changes 918

Other Sources of Risk 919

Operational Staff in Design and Transition 919

Planning and Implementing Service Management Technologies 920

Licenses 920

Deployment 921

Summary 922

Exam Essentials 922

Review Questions 924

Chapter 42 Challenges, Critical Success Factors, and Risks 927

Service Operation Challenges 928

Engagement with Development and Project Staff 928

Justifying Funding 929

Differing Service Design and Service Operation Focus and Priorities 929

Other Challenges 930

Management of Staff 930

Critical Success Factors 931

Service Operation Risks 931

Summary 933

Exam Essentials 933

Review Questions 934

Part V Continual Service Improvement 937

Chapter 43 Introduction to the Continual Service Improvement Lifecycle Stage 939

Understanding the Purpose, Objectives, and Scope of Continual Service Improvement 940

Purpose 940

Objectives 942

Scope 942

Value 943

The Approach to Continual Service Improvement 944

Stage 1: What Is the Vision? 945

Stage 2: Where Are We Now? 945

Stage 3: Where Do We Want to Be? 945

Stage 4: How Do We Get There? 945

Stage 5: Did We Get There? 946

Stage 6: How Do We Keep the Momentum Going? 946

The Business Questions to Ask to Ensure That a CSI Initiative Is Warranted 946

Using the CSI Approach 946

Proactive Improvement 947

The Context of Continual Service Improvement in the Service Lifecycle 947

Service Strategy 948

Service Design 948

Service Transition 949

Service Operation 949

Improvement throughout the Lifecycle 949

CSI Inputs and Outputs 950

Service Strategy 950

Service Design 951

Service Transition 951

Service Operation 951

Starting Improvement 952

Summary 952

Exam Essentials 952

Review Questions 954

Chapter 44 Continual Service Improvement Principles 957

CSI and Organizational Change 958

Ownership 958

CSI Register 959

External and Internal Drivers 959

Service Level Management 960

Knowledge Management 960

The Deming Cycle 961

Service Measurement 961

Baselines 961

Why Do We Measure? 962

The Seven ]Step Improvement Process 962

Governance 964

Enterprise Governance 965

IT Governance 965

Frameworks, Models, Standards, and Quality Systems 966

Which One Should I Choose? 966

Summary 967

Exam Essentials 967

Review Questions 969

Chapter 45 The Seven–Step Continual Service Improvement Process 971

The Seven–Step Improvement Process 972

Purpose 972

Objectives 972

Scope 973

Value to the Business 973

Policies, Principles, and Basic Concepts 973

Process Activities, Methods, and Techniques 975

Triggers, Inputs, Outputs, and Interfaces 986

The Key Roles Played by Other Processes in the Seven–Step Improvement Process 987

Summary 992

Exam Essentials 992

Review Questions 993

Chapter 46 Continual Service Improvement Methods and Techniques 995

Assessments 996

When to Assess 996

What to Assess and How 997

Advantages of Assessments 999

Risks of Assessments 999

Assessment Considerations 1000

Value of Processes vs. Maturity of Processes 1000

Gap Analysis 1002

Benchmarking 1003

Benchmarking Procedure 1004

Benchmarking Costs 1004

Value of Benchmarking 1004

Benchmarking as a Lever 1005

Benchmarking as a Steering Instrument 1005

Benchmarking Categories 1005

Benefits 1005

Who Is Involved? 1006

What to Benchmark 1006

Comparison with Industry Norms 1006

Benchmark Approach 1007

Service Measurement 1008

Design and Develop a Service Measurement Framework 1010

Different Levels of Measurement and Reporting 1010

Service Management Process Measurement 1010

Creating a Measurement Framework Grid 1011

Metrics 1013

How Many CSFs and KPIs? 1014

Tension Metrics 1015

Goals and Metrics 1016

Interpreting and Using Metrics 1016

Using Measurement and Metrics 1017

Creating Scorecards and Reports 1018

Creating Scorecards That Align to Strategies 1019

Creating Reports 1020

Setting Targets 1023

Balanced Scorecard 1023

Cascading the Balanced Scorecard 1024

The Balanced Scorecard and Measurement ]Based Management 1025

SWOT Analysis 1025

Purpose 1026

How to Use SWOT Analysis 1026

Scope, Reach, and Range 1026

Common Pitfalls of a SWOT Analysis 1026

Creating a Return on Investment 1027

Establishing a Business Case 1027

Business Cases in a Data ]Poor Environment 1028

Measuring Benefits Achieved 1028

Service Reporting 1029

Reporting Policy and Rules 1029

Right Content for the Right Audience 1029

CSI and Other Service Management Processes 1030

Availability Management 1030

Capacity Management 1032

IT Service Continuity Management 1036

Problem Management 1037

Knowledge Management 1037

Summary 1038

Exam Essentials 1039

Review Questions 1040

Chapter 47 Organizing for Continual Service Improvement 1043

Responsibilities, Skills, and Competencies 1044

Generic Roles 1044

Roles Specific to the Seven ]Step Improvement Process 1047

The Activities Involved in the Seven ]Step Improvement Process 1048

Roles and Skills in the Seven ]Step Improvement Process 1049

Comparing the CSI Manager Role with Other Relevant Roles 1054

The Roles 1055

Comparison 1056

Using the RACI Model in CSI 1060

Summary 1062

Exam Essentials 1062

Review Questions 1063

Chapter 48 Technology Considerations 1067

Holistic IT Service Management Tools 1068

IT Service Management Suites 1069

Specialist Tools 1071

System and Network Tools 1071

Event Management Tools 1071

Automated Incident and Problem Resolution 1071

Performance Management Tools 1072

Statistical Analysis Tools 1072

Project and Portfolio Management Tools 1073

Financial Management Tools 1073

Business Intelligence/Reporting 1074

Summary 1074

Exam Essentials 1074

Review Questions 1075

Chapter 49 Implementation of Continual Service Improvement 1079

Critical Considerations and Where to Start 1080

Preparatory Steps 1080

Deciding Where to Start 1081

The Role of Governance 1082

Business Drivers 1083

Process Changes 1083

COBIT 1084

The Effect of Organizational Change for CSI 1084

The Softer Aspects of Successful Organizational Change 1085

Kotter s Eight Steps 1086

Communication Strategies and Planning 1089

Defining the Communications Plan 1089

Summary 1091

Exam Essentials 1091

Review Questions 1093

Chapter 50 Challenges, Critical Success Factors, and Risks 1097

Continual Service Improvement Challenges 1098

Critical Success Factors 1099

CSFs and KPIs 1100

Continual Service Improvement Risks 1100

Summary 1101

Exam Essentials 1102

Review Questions 1103

Appendix 1107

Index 1153

Helen Morris has more than 20 years of experience in Service Management and is an experienced trainer, consultant, and service delivery manager. Helen leads programs to achieve significant improvements in customer satisfaction, quality of service, reduced costs, and better control. Liz Gallacher holds ITIL Expert certification, having achieved distinction (top six percent) in the ITIL Manager certificate in 2002. Liz is an ITIL veteran, and employs most aspects of the framework in implementing various improvement programs.