Acknowledgements 5 About this guide 6 1 Introduction to service management 9
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1 Contents Acknowledgements 5 About this guide 6 1 Introduction to service Good practice The ITIL framework What is service? ( , ) Service value creation The ITIL service model Functions and processes across the service lifecycle ( 2.6, 2.3) Operational support and analysis supporting the service lifecycle (SO 2.4) 22 2 Event Purpose/goal/objectives (SO 4.1.1) Scope (SO 4.1.2) Value to the business and service lifecycle (SO 4.1.3) Policies, principles and basic concepts (SO 4.1.4) Process activities, methods and techniques (SO 4.1.5) Triggers, inputs, outputs and interfaces (SO 4.1.6) Information (SO 4.1.7) Metrics (SO 4.1.8, 4.3, 7.1.3) Challenges, critical success factors and risks (SO 4.1.9) Event design (SO ) 36
2 2 Contents 3 Incident Purpose/goal/objectives (SO 4.2.1) Scope (SO 4.2.2) Value to the business and service lifecycle (SO 4.2.3) Policies, principles and basic concepts (SO 4.2.4) Process activities, methods and techniques (SO 4.2.5) Triggers, inputs, outputs and interfaces (SO 4.2.6) Information (SO 4.2.7) Metrics (SO 4.2.8, 4.1, 4.3, 4.5) Challenges, critical success factors and risks (SO 4.2.9, 4.5, 9) 55 4 Request fulfilment Purpose/goal/objectives (SO 4.3.1) Scope (SO 4.3.2) Value to the business and service lifecycle (SO 4.3.3) Policies, principles and basic concepts (SO 4.3.4) Process activities, methods and techniques (SO 4.3.5) Triggers, inputs, outputs and interfaces (SO 4.3.6) Information (SO 4.3.7) Metrics (SO 4.3.8, 7.1.6) Challenges, critical success factors and risks (SO 4.3.9, 9) 62 5 Problem Purpose/goal/objectives (SO 4.4.1) Scope (SO 4.4.2) Value to the business and service lifecycle (SO 4.4.3) Policies, principles and basic concepts (SO 4.4.4) Process activities, methods and techniques (SO 4.4.5) 66
3 Contents Triggers, inputs, outputs and interfaces (SO 4.4.6) Information (SO 4.4.7) Metrics (SO 4.4.8, 4.1, 4.6) Challenges, critical success factors and risks (SO 4.4.9, 4.5, 9) 76 6 Access Purpose/goal/objectives (SO 4.5.1) Scope (SO 4.5.2) Value to the business and service lifecycle (SO 4.5.3) Policies, principles and basic concepts (SO 4.5.4) Process activities, methods and techniques (SO 4.5.5) Triggers, inputs, outputs and interfaces (SO 4.5.6) Information (SO 4.5.7) Metrics (SO 4.5.8) Challenges, critical success factors and risks (SO 4.5.9, 9) 83 7 Service desk Role (SO 6.2.1) Objectives (SO 6.2.2) Organizational structures (SO 6.2.3) Staffing options (SO 6.2.4) Metrics (SO 6.2.5) Outsourcing the service desk (SO 6.2.6) Service operation functions Functions Technical IT operations Application 109
4 4 Contents 9 Technology and implementation Generic requirements for ITSM technology (SO 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 Planning and implementing service technologies (SO 8.5) Qualifications Overview Foundation Intermediate level ITIL Expert ITIL Master Existing ITIL V1 and V2 qualifications 127 Further information 129 Related standards and other sources 129 Further guidance and contact points 130
5 About this guide This guide provides a quick reference to the processes covered by the ITIL operational support and analysis (OSA) syllabus. It is designed to act as a study aid for students taking the ITIL Capability qualification for OSA, 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 a 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 OSA 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 OSA syllabus Primary source Access 4 SO Further expansion Availability Capacity SO, Change Demand Evaluation Event 4 SO Financial Incident 4 SO Information security SO IT service continuity Knowledge Problem 4 SO Release and deployment Request fulfilment 4 SO SO
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 OSA syllabus Primary source Transition planning and support Function Application 4 SO IT operations 4 SO Service desk 4 SO Technical 4 SO Further expansion SO
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, ST 2.1 2.2) 11 1.4 Service value creation 13 1.5
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