ITIL Intermediate Certification Companion Study Guide

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.

Introduction xlv Assessment Test li Part I Service Strategy 1 Chapter 1 Introduction to the Service Strategy Lifecycle Stage 3 Chapter 2 Service Strategy Principles 15 Chapter 3 Service Strategy Processes: Part 1 85 Chapter 4 Service Strategy Processes: Part 2 135 Chapter 5 Governance 163 Chapter 6 Organizing for Service Strategy 173 Chapter 7 Technology Considerations 191 Chapter 8 Implementing Service Strategy 205 Chapter 9 Challenges, Critical Success Factors, and Risks 217 Part II Service Design 227 Chapter 10 Introduction to the Service Design Lifecycle Stage 229 Chapter 11 Service Design Principles 253 Chapter 12 Service Design Processes: Design Coordination and Service Catalog Management 291 Chapter 13 Service Design Processes: Service Level Management and Availability Management 315 Chapter 14 Service Design Processes: Capacity Management and IT Service Continuity Management 347 Chapter 15 Service Design Processes: Information Security Management and Supplier Management 371 Chapter 16 Technology-Related Activities 393 Chapter 17 Organizing for Service Design 411 Chapter 18 Technology Considerations 431 Chapter 19 Implementation and Improvement of Service Design 441 Chapter 20 Challenges, Critical Success Factors, and Risks 453 Part III Service Transition 461 Chapter 21 Introduction to Service Transition 463 Chapter 22 Service Transition Principles 475 Chapter 23 Service Transition Processes: Transition Planning and Support and Change Management 495 Chapter 24 Service Transition Processes: Service Asset and Configuration Management 527 Chapter 25 Service Transition Processes: Release and Deployment Management and Service Validation and Testing 547 Chapter 26 Service Transition Processes: Change Evaluation and Knowledge Management 571 Chapter 27 Managing People through Service Transitions 589 Chapter 28 Organizing for Service Transition 613 Chapter 29 Technology Considerations for Service Transition 633 Chapter 30 Implementation and Improvement of Service Transition 643 Chapter 31 Challenges, Critical Success Factors, and Risks 655 Part IV Service Operation 665 Chapter 32 Introduction to the Service Operation Lifecycle Stage 667 Chapter 33 Service Operation Principles 685 Chapter 34 Service Operation Processes: Incident and Problem Management 705 Chapter 35 Service Operation Processes: Request Fulfilment 743 Chapter 36 Service Operation Processes: Event Management 763 Chapter 37 Service Operation Processes: Access Management 785 Chapter 38 Common Service Operation Activities 801 Chapter 39 Organizing for Service Operation 837 Chapter 40 Technology Considerations 905 Chapter 41 Implementation of Service Operation 915 Chapter 42 Challenges, Critical Success Factors, and Risks 927 Part V Continual Service Improvement 937 Chapter 43 Introduction to the Continual Service Improvement Lifecycle Stage 939 Chapter 44 Continual Service Improvement Principles 957 Chapter 45 The Seven-Step Continual Service Improvement Process 971 Chapter 46 Continual Service Improvement Methods and Techniques 995 Chapter 47 Organizing for Continual Service Improvement 1043 Chapter 48 Technology Considerations 1067 Chapter 49 Implementation of Continual Service Improvement 1079 Chapter 50 Challenges, Critical Success Factors, and Risks 1097 Appendix 1107 Index 1153