ITILv3 Intermediate - ITpreneurs

1 Introduction, Event Management, Incident Management`, Request Fulfilment, Problem Management, Access Man-agement, Service Desk, Functions, Technology and Imple-mentation Considerations, Exam Preparation Guide, In-troduction, Event Management, Incident Management`, Request Fulfilment, Problem Management, Access Man-agement, Service Desk, Functions, Technology and Im-plementation Considerations, Exam Preparation Guide,Introduction, Event Management, Incident Management`, Request Fulfilment, Problem Management, Access Man-agement, Service Desk, Functions, Technology and Im-plementation Considerations, Exam Preparation Guide, Introduction, Event Management, Incident Manage-ment`, Request Fulfilment, Problem Management, Access Management, Service Desk, Functions, Technology and Implementation Considerations, Exam Preparation Guide STUDENT HANDBOOK Version MATERIALM anaging Across the LifecycleITIL v3 IntermediateThe information contained in this classroom material is subject to change without notice.

2 This material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland Copyright 2010 by ITpreneurs Nederland All rights Qualification Scheme Copyright 2007 APM Group. All rights reserved. Glossaries/Acronyms Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce. The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the Patent and Trademark Office.

3 itil V3 - Published for the Office of Government Commerce under license from the Controller of Her Majesty s Stationery Office Crown Copyright 2007. The Swirl logo is a Trade Mark of the Office of Government Commerce. The OGC logo is a Registered Trade Mark of the Office of Government Commerce. All content in italics and quotes Crown Copyright 2007 Reproduced under licence from infographics Crown Copyright 2007 Reproduced under licence from OGC, unless otherwise , the Examination Institute for Information Science, is a global, independent IT examination provider offering qualification programs for ISO/IEC 20000, ISO/IEC 27000, itil , MOF, ASL, BiSL, TMap and SCP.

4 It s EXIN s mission to improve the quality of the IT sector, the IT professionals and the IT users, by means of independent testing and certification. ContentsiCourse INT roduCTI oN ..10 Introduction To The Course ..10 Unique Nature of the Course ..11 Course Learning Objectives ..13 Exam Requirements ..13 Course AgeNdA (Refer to the Workbook)uNIT 1: IT ser VIC e M ANA ge MeNT , Bus IN ess AN d MANA ger IAL Issues .. Lifecycle Positioning and Transition .. Difference Between Open-Loop and Closed-Loop Systems .. Complex Monitor Control Loops .. ITSM Monitor Control Loops .. Relationship Between Business and IT.

5 Achieving Business Value with People, Processes, and Functions .. Achieving Business Value with Supplier Relationships and Technology Alignment ..63iiuNIT 2: M ANA ge MeNT of sT rAT eg IC Ch AN ge .. Purpose and Objectives .. The Challenge of Value Creation .. Critical Components of Lifecycle Risk Management .. Business Benefits .. Determining Benefits Realization .. Determining Value of Investment and Return on Investment for Business .. Determining Variable Cost Dynamics .. Alignment of Business Policy, Future Direction, and Demand Alignment with the Service Portfolio and Service Catalogue Management.

6 Planning and Defining Scope .. Resource and Capability Planning .. Design Awareness and Delivery Model Choices .. Service Assets and Strategic Assets .. Budgeting, Costing, and Service Assets .. Controlling Quality .. Quality Opportunities .. Intangible and Measureable Benefits .. Strategic Influencing .. Defining Awareness Communication Activities .. People Education and Knowledge Transfer Management .. Customer Liaison .. Business Relationship Management .. Service Structure, Value Nets, and Value Chains .. Termination and Retirement of services .. Group/Individual Exercise .. Sample Test Questions.

7 270uNIT 3: rI sk M ANA ge MeNT .. Purpose and Objectives .. Challenges, CSFs, and Risks Associated with Service Management .. Risk Risk Evaluation CFIA, FTA, BIA, SFA, Risk Analysis, and Management .. Corrective Controlling Risk .. Transfer of Risks .. Service Provider Risks .. Contract Risks .. Design Risks .. Operational Risks .. Market Risks .. Group/Individual Exercise .. Sample Test Questions ..366uNIT 4: M ANA gIN g The P LANNINg AN d IMPL eMeNTATI oN of IT ser VIC e M ANA ge MeNT .. Purpose and Objectives .. Plan, Do, Check, and Act Activities, Including the Aspects and 4 Ps of Strategy.

8 Policy Considerations .. Strategy Considerations .. Design Considerations .. Transition Considerations .. Directing .. Value of Achieving Business Goals by Guiding, Leading, and Monitoring .. Controlling and Evaluating .. Value of Verifying and Using Feedback to Control the Lifecycle .. Organizational Form and Design .. Communication, Coordination, and Control .. Group/Individual Exercise .. Sample Test Question ..480uNIT 5: uN ders TAN dIN g org ANI zATI oNAL Ch ALL eNges .. Purpose and Objectives .. Organizational Maturity .. Organizational Transition .. Organizational Structure.

9 Knowledge Management and Information Security .. Governance .. Balance in Service Operations .. Group/Individual Exercise .. Sample Test Question ..550uNIT 6: ser VIC e AssessMeNT .. Purpose and Objectives .. Value of Measuring .. Why We Measure .. What to Measure .. Value of Monitoring .. What to Monitor .. Reporting .. Value of Benchmarking .. Service Portfolio Assessment Across the Lifecycle .. Assessment of Achievements .. Corrective Action .. Business Perspectives and Improvements .. Group/Individual Exercise .. Sample Test Question ..631uNIT 7: uN ders TAN dIN g Co MPL eMeNTA ry INdus Try guIdANC e AN d Too L sT rAT eg Ies.

10 Control Objective for Information and Related Technology .. ISO/IEC 20000 .. Capability Maturity Model Integration .. The Balanced Scorecard .. Quality Management .. The OSI Framework .. Annuity .. The Service Management Maturity Framework .. Six Sigma .. Project Management .. Total Quality Management .. The Management Governance Framework .. Tool Strategies .. Group/Individual Exercise .. Sample Test Question ..670uNIT 8: exAM Pre PA rATI oN guIde (Refer to the Workbook)Appendix A: CASE S TUD y ..671 Appendix B: MIND M AP E XERCISE ..695 Appendix C: GLOSSARy .. 698 Appendix d: Sy LLABUS.