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Index
Acknowledgments
About the Authors
Introduction
Interactive Online Learning Environment and Test Bank
How to Contact the Authors
ITIL Capability Intermediate Exam Objectives
Assessment Test
Answers to Assessment Test
Part I Operational Support and Analysis
Chapter 1 Introduction to Operational Support and Analysis
Understanding the Purpose, Objectives, and Value of the Operational Support and Analysis Processes
The Value Operational Support and Analysis Processes Deliver to the Business
The Context of Service Operation, the Operational Support and Analysis Processes, and the Service Lifecycle
Generic Roles and Responsibilities in Service Management Processes
Service Owner
Process Owner
Process Manager
Process Practitioner
Summary
Exam Essentials
Review Questions
Chapter 2 Incident and Problem Management
Incidents and Problems: Two Key Service Management Concepts
Incident Management
Problem Management
Summary
Exam Essentials
Review Questions
Chapter 3 Event Management, Request Fulfillment, and Access Management
Event Management
Request Fulfillment
Access Management
Risks
Summary
Exam Essentials
Review Questions
Chapter 4 The Service Desk
Role
Objective
Service Desk Organizational Structures
Service Desk Staffing
Measuring Service Desk Performance
Summary
Exam Essentials
Review Questions
Chapter 5 Technical Management, Application Management, and IT Operations Management
ITIL Functions
Technical Management
IT Operations Management
Objectives
Applications Management
Summary
Exam Essentials
Review Questions
Chapter 6 Technology and Implementation Considerations for Operational Support and Analysis
Service Management Tools
Tool Requirements for Service Operation Processes
Service Management Tool Choice
Service Operation and Project Management
Assessing and Managing Risk in Service Operation
Operational Staff in Design and Transition
Planning and Implementing Service Management Technologies
Service Operation Challenges
Critical Success Factors
Service Operation Risks
Summary
Exam Essentials
Review Questions
Part II Planning, Protection, and Optimization
Chapter 7 Introduction to Planning, Protection, and Optimization
The Purpose, Objectives, and Value of Service Design
The Context of Service Design and the Service Lifecycle
Service Design Basics
The Interfaces of Design Coordination with Other Processes Related to PPO
Summary
Exam Essentials
Review Questions
Chapter 8 Capacity, Availability, and Information Security Management
Capacity Management
Availability Management
Information Security Management
Summary
Exam Essentials
Review Questions
Chapter 9 IT Service Continuity Management and Demand Management
IT Service Continuity Management
Understanding Demand Management
Summary
Exam Essentials
Review Questions
Chapter 10 Technology and Implementation Considerations for Planning, Protection, and Optimization
Generic Requirements and Evaluation Criteria for Technology
Good Practices for Practice and Process Implementation
Service Management Tool Choice
Planning and Implementing Service Management Technologies
Designing Technology Architectures
Summary
Exam Essentials
Review Questions
Part III Release, Control, and Validation
Chapter 11 Introduction to Release, Control, and Validation
Service Transition Concepts
Summary
Exam Essentials
Review Questions
Chapter 12 Change Management and Service Asset and Configuration Management
Change Management
Service Asset and Configuration Management
Summary
Exam Essentials
Review Questions
Chapter 13 Service Validation and Testing and Change Evaluation
Service Validation and Testing
Change Evaluation
Summary
Exam Essentials
Review Questions
Chapter 14 Release and Deployment Management and Knowledge Management
Release and Deployment Management
Knowledge Management
Summary
Exam Essentials
Review Questions
Chapter 15 Technology and Implementation Considerations for Release, Control, and Validation
Generic Requirements for Integrated ITSM Technology
Evaluation Criteria for Service Management Tools
Release, Control, and Validation Practices for Managing Change in Service Operation
Service Operation and Project Management
Service Transition Challenges
Critical Success Factors
Assessing and Managing Risk in Service Operation
Operational Staff in Design and Transition
Planning and Implementing Service Management Technologies
Technology Considerations for Implementing Knowledge Management, Collaboration, and the CMS
Summary
Exam Essentials
Review Questions
Part IV Service Offerings and Agreements
Chapter 16 Introduction to Service Offerings and Agreements
The SOA Processes from Strategy and Design and Their Context in the Service Lifecycle
Utility and Warranty and the Relevance to the SOA Processes
Understanding and Identifying Customer Requirements
Return on Investment and the Business Case
Summary
Exam Essentials
Review Questions
Chapter 17 Service Portfolio Management and Service Catalog Management
Understanding Service Portfolio Management
Service Catalog Management
Summary
Exam Essentials
Review Questions
Chapter 18 Service Level Management and Supplier Management
Service Level Management
Supplier Management
Summary
Exam Essentials
Review Questions
Chapter 19 Business Relationship Management and Financial Management for IT
Business Relationship Management
Financial Management for IT Services
Summary
Exam Essentials
Review Questions
Chapter 20 Technology Considerations for Service Offerings and Agreements
Generic Requirements and Evaluation Criteria for Technology
Good Practices for Practice and Process Implementation
Summary
Exam Essentials
Review Questions
Appendix Answers to Review Questions
Chapter 1: Introduction to Operational Support and Analysis
Chapter 2: Incident and Problem Management
Chapter 3: Event Management, Request Fulfillment, and Access Management
Chapter 4: The Service Desk
Chapter 5: Technical Management, Application Management, and IT Operations Management
Chapter 6: Technology and Implementation Considerations for Operational Support and Analysis
Chapter 7: Introduction to Planning, Protection, and Optimization
Chapter 8: Capacity, Availability, and Information Security Management
Chapter 9: IT Service Continuity Management and Demand Management
Chapter 10: Technology and Implementation Considerations for Planning, Protection, and Optimization
Chapter 11: Introduction to Release, Control, and Validation
Chapter 12: Change Management and Service Asset and Configuration Management
Chapter 13: Service Validation and Testing and Change Evaluation
Chapter 14: Release and Deployment Management and Knowledge Management
Chapter 15: Technology and Implementation Considerations for Release, Control, and Validation
Chapter 16: Introduction to Service Offerings and Agreements
Chapter 17: Service Portfolio Management and Service Catalog Management
Chapter 18: Service Level Management and Supplier Management
Chapter 19: Business Relationship Management and Financial Management for IT
Chapter 20: Technology Considerations for Service Offerings and Agreements
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