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■ Contents 5.4 Four Ps of Service Design ............................................................ 68 5.4.1 Processes ...................................................................................................68 5.4.2 Product .......................................................................................................69 5.4.3 People .........................................................................................................69 5.4.4 Partners ......................................................................................................69 5.5 Five Aspects of Service Design .................................................... 69 5.5.1 Service Solutions for New or Changed Services ........................................70 5.5.2 Management Information Systems and Tools ............................................ 70 5.5.3 Technology and Management Architecture ................................................ 71 5.5.4 Processes ...................................................................................................71 5.5.5 Measurement Methods and Metrics ...........................................................71 5.6 Service Design Package............................................................... 71 5.7 Service Design Processes ............................................................ 72 5.7.1 Service-Level Management ........................................................................73 5.7.2 Service Catalog Management ....................................................................81 5.7.3 Information Security Management .............................................................86 5.7.4 Supplier Management ................................................................................89 5.7.5 Availability Management ............................................................................94 5.7.6 Capacity Management ..............................................................................100 5.7.7 IT Service Continuity Management...........................................................103 5.7.8 Design Coordination .................................................................................108 5.8 Practice Exercises ...................................................................... 110 5.9 Summary .................................................................................... 113 ■Chapter ■ 6: Service Transition 115 6.1 Objectives of Service Transition ................................................. 115 6.2 Scope of Service Transition ........................................................ 116 6.3 Value of Service Transition ......................................................... 117 xi
■ Contents 6.4 Service Transition Processes ..................................................... 118 6.4.1 Change Management ...............................................................................118 6.4.2 Release and Deployment Management ....................................................133 6.4.3 Service Asset and Configuration Management ........................................ 136 6.4.4 Knowledge Management ..........................................................................143 6.4.5 Transition Planning and Support ...............................................................149 6.5 Practice Exercises ...................................................................... 151 6.6 Summary .................................................................................... 153 ■Chapter ■ 7: Service Operations 155 7.1 Objectives of Service Operations ............................................... 156 7.2 Scope of Service Operations ...................................................... 157 7.3 Value of Service Operations ....................................................... 157 7.4 Communication in Service Operations ....................................... 158 7.5 Service Operations Processes ................................................... 159 7.5.1 Event Management................................................................................... 159 7.5.2 Incident Management ...............................................................................163 7.5.3 Request Fulfillment Process .....................................................................175 7.5.4 Problem Management ..............................................................................178 7.5.5 Access Management ................................................................................189 7.6 Functions ................................................................................... 190 7.6.1 Service Desk ............................................................................................191 7.6.2 Technical Management............................................................................. 199 7.6.3 Application Management ..........................................................................200 7.6.4 IT Operations Management ......................................................................204 7.7 Practice Exercises ...................................................................... 206 7.8 Summary .................................................................................... 208 xii
Page 1 and 2: Become ITIL Foundation Certified in
Page 3 and 4: Become ITIL Foundation Certified in
Page 5 and 6: Contents at a Glance About the Auth
Page 7 and 8: ■ Contents 1.8 Internal and Exter
Page 9: ■ Contents ■Chapter ■ 4: Serv
Page 13 and 14: ■ Contents ■Chapter ■ 9: ITIL
Page 15 and 16: About the Technical Reviewer Sumit
Page 17 and 18: Preface When my first book, Communi
Page 19 and 20: CHAPTER 1 Service Management as a P
Page 21 and 22: Chapter 1 ■ Service Management as
Page 29 and 30: 1.9.1.2 Process Deliver Specific Re
Page 35 and 36: Chapter 2 ■ Generic Concepts Chap
Page 37 and 38: Chapter 2 ■ Generic Concepts Tabl
Page 39 and 40: Chapter 2 ■ Generic Concepts 2.1.
Page 41 and 42: Chapter 2 ■ Generic Concepts 2.2.
Page 43 and 44: Chapter 2 ■ Generic Concepts ENAB
Page 45 and 46: Chapter 2 ■ Generic Concepts Figu
Page 47 and 48: Chapter 2 ■ Generic Concepts rece
Page 49 and 50: CHAPTER 3 ITIL Service Lifecycle Th
Page 51 and 52: Chapter 3 ■ ITIL Service Lifecycl
Page 55 and 56: 3.2 ITIL Roles Chapter 3 ■ ITIL S
Page 57 and 58: 3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Serv
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 4 ■ Service Strategy know
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4.8.1.1.3 Retired Services Chapter
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Chapter 4 ■ Service Strategy thro
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Chapter 4 ■ Service Strategy that
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Chapter 4 ■ Service Strategy 2. V
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Chapter 5 ■ Service Design Some e
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Chapter 5 ■ Service Design 5.4 Fo
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Chapter 5 ■ Service Design 4. Pro
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Chapter 5 ■ Service Design • Se
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Chapter 5 ■ Service Design To sta
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Chapter 5 ■ Service Design 5.7.1.
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Chapter 5 ■ Service Design Jan Fe
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Chapter 5 ■ Service Design with t
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Chapter 5 ■ Service Design Think
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Chapter 5 ■ Service Design To sta
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Chapter 5 ■ Service Design have a
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Chapter 5 ■ Service Design Polici
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Chapter 5 ■ Service Design Tradit
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Chapter 5 ■ Service Design Unlike
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Chapter 5 ■ Service Design 5.7.5
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Chapter 5 ■ Service Design For ex
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Chapter 5 ■ Service Design Anyway
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Chapter 5 ■ Service Design busine
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Chapter 5 ■ Service Design 3. Agr
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Chapter 5 ■ Service Design When d
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Chapter 5 ■ Service Design 7. If
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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Chapter 6 ■ Service Transition Cr
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Chapter 6 ■ Service Transition It
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.4.1.10 Change Management Interfac
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Chapter 6 ■ Service Transition fr
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Chapter 6 ■ Service Transition Au
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Chapter 6 ■ Service Transition an
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Chapter 6 ■ Service Transition Ac
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Chapter 6 ■ Service Transition Th
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Chapter 6 ■ Service Transition 6.
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Chapter 6 ■ Service Transition WI
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Chapter 6 ■ Service Transition Co
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Chapter 6 ■ Service Transition 10
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6.5 Practice Exercises 1. Which of
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Chapter 6 ■ Service Transition 10
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations
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Chapter 7 ■ Service Operations Yo
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Chapter 7 ■ Service Operations Th
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Chapter 7 ■ Service Operations In
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations 7.
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Chapter 7 ■ Service Operations Mo
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Chapter 7 ■ Service Operations No
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Chapter 7 ■ Service Operations It
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Chapter 7 ■ Service Operations at
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Chapter 7 ■ Service Operations Ga
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Chapter 7 ■ Service Operations Ap
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Chapter 8 ■ Continual Service Imp
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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