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ITIL Intermediate Certification Companion Study Guide

Author Liz Gallacher , Helen Morris
Release Date: 2016/04/01
ISBN: 9781119012214
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Book Description

Complete, detailed preparation for the Intermediate ITIL Service Lifecycle exams

ITIL Intermediate Certification Companion Study Guide is the ultimate supporting guide to the ITIL Service Lifecycle syllabus, with full coverage of all Intermediate ITIL Service Lifecycle exam objectives for Service Operation, Service Design, Service Transition, Continual Service Improvement, and Service Strategy. Using clear and concise language, this useful companion guides you through each Lifecycle module and each of the process areas, helping you understand the concepts that underlie each skill required for certification. Illustrative examples demonstrate how these skills are applied in real-life scenarios, helping you realize the importance of what you're learning each step of the way. Additional coverage includes service strategy principles and processes, governance, organization, implementation, and technology considerations, plus guidance toward common challenges and risks.

ITIL is the most widely adopted approach for IT Service Management in the world, providing a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to businesses. This study guide is the ultimate companion for certification candidates, giving you everything you need to know in a single informative volume.

  • Review the information needed for all five Lifecycle exams
  • Examine real-life examples of how these concepts are applied
  • Gain a deeper understanding of each of the process areas
  • Learn more about governance, organization, implementation, and more

The Intermediate ITIL Service Lifecycle exams expect you to demonstrate thorough knowledge of the concepts, processes, and functions related to the modules. The certification is recognized around the world as the de facto standard for IT Service Management, and the skills it requires increase your value to any business. For complete, detailed exam preparation, ITIL Certification Companion Study Guide for the Intermediate ITIL Service Lifecycle Exams is an invaluably effective tool.

Table of Contents

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