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■ INDEX<br />
Service strategy<br />
BRM, 61–62<br />
business activity (see Business<br />
activity patterns)<br />
business case, 60<br />
<strong>com</strong>ponents<br />
core, 26<br />
enabling, 26<br />
enhancing, 27<br />
financial management, IT, 58–60<br />
governance, 53–54<br />
objectives, 47<br />
organizations, 33<br />
patterns, 47<br />
perspective, 46<br />
plans, 46<br />
positions, 46<br />
purpose, 45<br />
service portfolio management, 54–55<br />
objectives, 57–58<br />
retired catalog, 57–58<br />
service catalog, 56<br />
service pipeline, 55–56<br />
subsets, 25<br />
value, <strong>com</strong>ponents, 48<br />
value creation, 47–49<br />
value, perception, 49<br />
Service transition, 37<br />
application development, 115<br />
change management (see Change<br />
management)<br />
developing and implementing, 115<br />
ITIL, 116, 118<br />
knowledge management<br />
(see Knowledge management)<br />
lifecycle phases, 115, 117<br />
objectives, 115–116<br />
release and deployment management<br />
(see Release and deployment<br />
management)<br />
SACM (see Service asset and<br />
configuration management<br />
(SACM))<br />
scope, 116<br />
TPS (see Transition planning<br />
and support (TPS))<br />
value, 117–118<br />
Seven-step improvement process, 188<br />
Shift handovers, 159<br />
Silos—service delivery, 33<br />
SIP. See Service improvement plan (SIP)<br />
SLT. See Service-level targets (SLT)<br />
Software CIs, 138<br />
Software upgrade,<br />
change models, 122–123<br />
Standard changes, 122<br />
Supplier management<br />
<strong>com</strong>modity suppliers, 92<br />
description, 89<br />
objectives, 92<br />
operational suppliers, 92<br />
scope, 93<br />
strategic suppliers, 91<br />
tactical suppliers, 91<br />
System integration test (SIT), 135<br />
<br />
T<br />
Technical management<br />
objectives, 200<br />
role, 199<br />
Technology metrics, 218<br />
Telephone, 170<br />
Tokyo service desk, 198<br />
Training experience, 227<br />
Transition planning and support (TPS)<br />
management roles, 149<br />
objectives, 150<br />
scope, 150<br />
U<br />
Underpinning contracts (UC), 29–30<br />
Uninterrupted power<br />
supply (UPS), 108<br />
Unit tests (UTs), 135<br />
Unix team, 190<br />
User acceptance testing (UAT), 135<br />
Utility and warranty<br />
available enough, 21<br />
capacity enough, 21<br />
continuous enough, 22<br />
digital electronics, 17<br />
ITIL, 17<br />
lawn mowing service, 18<br />
logic diagram, 17<br />
secure enough, 22<br />
service<br />
AND diagram, 20<br />
constraints, 20<br />
fit for purpose conditions, 20<br />
fit for use, 21<br />
250