Acknowledgements 5 About this guide 6 1 Introduction to service management 9

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Winfred Hall
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1 Contents Acknowledgements 5 About this guide 6 1 Introduction to service Good practice The ITIL framework What is service? ( , ST ) Service value creation The ITIL service model Functions and processes across the service lifecycle ( 2.6, ST 2.3) Release, control and validation supporting the service lifecycle ( 2.4) 20 2 Change Purpose/goals/objectives (ST 4.2.1) Scope (ST 4.2.2) Value to the business (ST 4.2.3) Policies, principles and basic concepts (ST 4.2.4) Process activities, methods and techniques (ST 4.2.6) Triggers, inputs, outputs and interfaces (ST 4.2.7) Metrics and measurement (ST 4.2.8, 4.3, 7.1.3) Typical activities performed on a day-to-day basis by service operation ( 4.6.1, 8.1) Roles and responsibilities (ST ) 38

2 2 Contents 3 Service asset and configuration Purpose/goal/objectives (ST 4.3.1) Scope (ST 4.3.2) Value to the business (ST 4.3.3, 4.3.6) Policies, principles and basic concepts (ST 4.3.4) Process activities, methods and techniques (ST 4.3.5) Triggers, inputs, outputs and interfaces (ST 4.3.6) Information (ST 4.3.7) Metrics and measurement ( 4.3.8) Typical activities performed on a day-to-day basis by service operation ( 4.6.2) Roles and responsibilities (ST ) 51 4 Service validation and testing Purpose/goal/objectives (ST 4.5.1) Scope (ST 4.5.2) Value to the business (ST 4.5.3) Policies, principles and basic concepts (ST 4.5.4) Process activities, methods and techniques (ST 4.5.5) Triggers, inputs, outputs and interfaces (ST 4.5.6) Information (ST 4.5.7) Metrics and measurement (ST 4.5.8) Roles and responsibilities (ST , ) 69 5 Release and deployment Purpose/goal/objectives (ST 4.4.1) Scope (ST 4.4.2) Value to the business (ST 4.4.3) Policies, principles and basic concepts (ST 4.4.4) Process activities, methods and techniques (ST 4.4.5) 74

3 Contents Triggers, inputs, outputs and interfaces (ST 4.4.6) Information (ST 4.4.7) Roles and responsibilities (ST , , , ) Challenges, critical success factors and risks (ST 4.4.9) 87 6 Request fulfilment Purpose and scope ( 4.3.1, 4.3.2) Process activities, methods and techniques ( 4.3.5) Triggers, inputs, outputs and interfaces ( 4.3.6) Roles and responsibilities ( 6.6.7) Challenges, critical success factors and risks ( 4.3.9) 92 7 Evaluation Purpose, goals, objectives and scope (ST 4.6.1, 4.6.2) Process activities, methods and techniques (ST 4.6.5) Roles and responsibilities (ST ) Challenges (ST ) Knowledge Purpose, goals, objectives and scope (ST 4.7.1, 4.7.2) Value to the business (ST 4.7.3, , Figure 4.37) Policies, principles and basic concepts (ST 4.7.4) Process activities, methods and techniques (ST 4.7.5) Triggers, inputs, outputs and interfaces (ST 4.7.6) Roles and responsibilities (ST ) Metrics and measurement (ST 4.7.7) Relationship with continual service improvement ( 3.8) 109

4 4 Contents 9 Technology and implementation Generic requirements for ITSM technology ( 7.1) Evaluation criteria for technology and tools ( 7.2) Practices for process implementation Challenges, critical success factors and risks relating to implementing practices and processes (ST 9.1, 9.2, 9.3) Planning and implementing service technologies ( 8.5) Technology for implementing collaboration, configuration and knowledge (ST 7.2, 7.3, 7.1) The Deming Cycle ( 3.6, 3.7, 5.5) Qualifications Overview Foundation Intermediate level ITIL Expert ITIL Master Existing ITIL V1 and V2 qualifications 129 Further information 131 Related standards and other sources 131 Further guidance and contact points 132

5 About this guide This guide provides a quick reference to the processes covered by the ITIL release, control and validation (RCV) syllabus. It is designed to act as a study aid for students taking the ITIL Capability qualification for RCV, and as a handy portable reference source for practitioners who work with these processes. This guide is not intended to replace the more detailed ITIL publications, nor to be a substitute for a course provider s training materials. Many parts of the syllabus require candidates to achieve competence at Bloom levels 3 and 4, showing the ability to apply their learning and analyse a situation. This study aid focuses on the core knowledge that candidates need to acquire at Bloom levels 1 and 2, including knowledge and comprehension of the material that supports the syllabus. For further syllabus details, see the current syllabus published by the APM Group at Listed below in alphabetical order are the ITIL service processes with cross-references to the publication in which they are primarily defined, and where significant further expansion is provided. Most processes play a role during each lifecycle stage, but only significant references are included. Those processes and functions specifically relevant to the RCV syllabus and covered in this guide are also listed. Abbreviations are given in full in section 1.2.

6 About this guide 7 ITIL service processes Service process Seven-step improvement process Access RCV syllabus Primary source Further expansion Availability Capacity, Change 4 ST Demand Evaluation 4 ST Event Financial Incident Information security IT service continuity Knowledge 4 ST Problem Release and deployment 4 ST Request fulfilment 4

7 8 About this guide Service process Service asset and configuration Service catalogue Service level Service measurement Service portfolio Service reporting Service validation and test Service strategy (strategy generation) Supplier Transition planning and support Function Application IT operations Service desk Technical RCV syllabus Primary source Further expansion 4 ST 4 ST ST

Acknowledgements 5 About this guide 6 1 Introduction to service management 9

Contents Acknowledgements 5 About this guide 6 1 Introduction to service 9 1.1 Good practice 9 1.2 The ITIL framework 9 1.3 What is service? ( 2.1 2.2, 2.1 2.2) 11 1.4 Service value creation 13 1.5 The