Monday, August 12, 2013

02-2. Describe the structure of the ITIL service lifecycle (SS 1. Introduction up to 1.1, SS 1.2, Fig 1.1)


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
Concepts/Topics:
  • Developing Market space
  • Internal/External Provider
  • Service Assets
  • Service Portfolio
  • Business Relationship
  • Demand Management
  • Financial Management
  • Organizational development
  • Strategic Risks
  •   
  •  
1.2.2 Service Design

  • 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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