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■ Contents ■Chapter ■ 8: Continual Service Improvement 209 8.1 Why Continual and Not Continuous? .......................................... 210 8.2 Deming’s Cycle ........................................................................... 211 8.2.1 The PDCA Cycle ........................................................................................211 8.2.2 Another PDCA Example .............................................................................213 8.3 CSI Approach .............................................................................. 214 8.3.1 What Is the Vision? ...................................................................................215 8.3.2 Where Are We Now? .................................................................................215 8.3.3 Where Do We Want to Be? ........................................................................215 8.3.4 How Do We Get There? .............................................................................215 8.3.5 Did We Get There? ....................................................................................216 8.3.6 How Do We Keep the Momentum Going? .................................................216 8.4 CSI Register ................................................................................ 216 8.5 Baselines .................................................................................... 217 8.6 Types of Metrics ......................................................................... 217 8.6.1 Technology Metrics ...................................................................................218 8.6.2 Process Metrics ........................................................................................218 8.6.3 Service Metrics ........................................................................................218 8.7 CSFs and KPIs ............................................................................ 219 8.7.1 Critical Success Factors ...........................................................................219 8.7.2 Key Performance Indicators .....................................................................219 8.7.3 Relationship Between CSFs and KPIs .......................................................220 8.7.4 Seven-Step Improvement Process ...........................................................221 8.7.5 Objectives of Seven-Step Improvement Process ..................................... 224 8.7.6 Scope of Seven-Step Improvement Process ............................................ 224 8.8 Practice Exercises ...................................................................... 225 8.9 Summary .................................................................................... 226 xiii
■ Contents ■Chapter ■ 9: ITIL Foundation Exam Tips and Tricks 227 9.1 ITIL Certification Structure ......................................................... 228 9.1.1 ITIL Foundation Certificate .......................................................................228 9.1.2 ITIL Practitioner Certificate .......................................................................229 9.1.3 ITIL Intermediate Certificate .....................................................................230 9.1.4 ITIL Expert Certificate ...............................................................................232 9.1.5 ITIL Master Certificate ..............................................................................233 9.2 ITIL Examination Providers ......................................................... 234 9.3 Foundation Exam Tips and Tricks ............................................... 234 9.3.1 Preparation ...............................................................................................234 9.3.2 Mock Exams .............................................................................................236 9.3.3 Examination Day .......................................................................................237 9.4 BONUS: FAQs on ITIL-Based Careers .......................................... 238 9.4.1 How Different Is ITIL from Project Management?..................................... 238 9.4.2 Do I Need an IT Background to Be<strong>com</strong>e ITIL Certified? ............................ 239 9.4.3 I Am in Software Development. I Want to Change My Career to ITIL-Based. What Can I Pick Up? ..........................................................239 9.4.4 What Are the Entry-Level Roles in ITIL? ....................................................239 9.4.5 What Is the Normal Role Progression in Service Operations? .................. 240 9.4.6 What Are the Technical Roles in ITIL? .......................................................240 9.4.7 I Am Excellent at Customer Service. What Role Should I Aim for? ........... 240 9.4.8 What Is the ITIL Role That You Have Enjoyed the Most? ........................... 240 9.4.9 What Roles Can I Play with the ITIL Foundation Certification? .................241 9.4.10 What Do I Have to Do to Be<strong>com</strong>e Highly Successful in IT Service Management? .........................................................................................241 9.5 Summary .................................................................................... 241 Index 243 xiv
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 and 10: ■ Contents ■Chapter ■ 4: Serv
Page 11: ■ Contents 6.4 Service Transition
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
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Page 39 and 40: Chapter 2 ■ Generic Concepts 2.1.
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Page 43 and 44: Chapter 2 ■ Generic Concepts ENAB
Page 45 and 46: Chapter 2 ■ Generic Concepts Figu
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Page 49 and 50: CHAPTER 3 ITIL Service Lifecycle Th
Page 51 and 52: Chapter 3 ■ ITIL Service Lifecycl
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Page 57 and 58: 3.2.6 Generic Role: Process Practit
Page 61 and 62: 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 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 Anyway
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Chapter 5 ■ Service Design busine
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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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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 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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