02-2. Describe the structure of the ITIL service lifecycle (SS 1. Introduction up to 1.1, SS 1.2, Fig 1.1)
Key Concepts
Related Concepts/Topics
1.2 Context (Breakdown of each Category) (20)
1.2.1 Service Strategy
- Think WHY something should/need to be done.
- Identify, Set Objectives and Expectations for Organization to meet objectives of Customers/Markets
- Developing Market space
- Internal/External Provider
- Service Assets
- Service Portfolio
- Business Relationship
- Demand Management
- Financial Management
- Organizational development
- Strategic Risks
- Turns Strategy into a Plan for delivering Business Objectives
- Design/Develop Services + Service Management practices
- Design Principles/Methods to Convert Strategic objectives into Service Portfolios and Service Assets
- Existing Services - applies design back to existing services and service mgmt
Concepts/Topics:
- Design Coordination
- Service Catalog Management
- Service Level Management
- Availability Management
- Capacity
- IT Service continuity
- Info Security
- Supplier
1.2.3 Service Transition
- Introduce new and changed services into supported envirohments
- Ensure things can transition from Strategy to Design and moving into Ops
Concepts/Topics:
- Change Management
- Service Asset and config mgmt
- release and deployment mgmt
- service validation + testing
- change eval and knowledge mgmt
- gatekeeper to ensure innovation doesn't break existing services
1.2.4 Service Operation
- Managing existing services
- Effective/Efficient delivery + support of services
Concepts/Topics:
- Ch<TBD>
1.2.5 Continual Service Improvement
- Continually monitor and evaluate service execution to improve service delivery
- Monitors all stages of Service Lifecycle
Concepts/Topics:
- Plan Do Check Act
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