ITIL Intermediate Certification Companion. Study Guide

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3 ITIL Intermediate Certification Companion Study Guide

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5 ITIL Intermediate Certification Companion Study Guide Intermediate ITIL Service Capability Exams Helen Morris Liz Gallacher

6 Senior Acquisitions Editor: Kenyon Brown Development Editor: Kim Wimpsett Technical Editors: Jim Tebby and David E. Jones Production Editor: Dassi Zeidel Copy Editor: Liz Welch Editorial Manager: Mary Beth Wakefield Production Manager: Kathleen Wisor Executive Editor: Jim Minatel Book Designers: Judy Fung and Bill Gibson Proofreader: Amy J. Schneider Indexer: Ted Laux Project Coordinator, Cover: Brent Savage Cover Designer: Wiley Cover Image: Getty Images Inc./Jeremy Woodhouse Copyright 2017 by John Wiley & Sons, Inc., Indianapolis, Indiana Published simultaneously in Canada ISBN: ISBN: (ebk.) ISBN: (ebk.) Manufactured in the United States of America No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as permitted under Sections 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, 222 Rosewood Drive, Danvers, MA 01923, (978) , fax (978) Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) , fax (201) , or online at Limit of Liability/Disclaimer of Warranty: The publisher and the author make no representations or warranties with respect to the accuracy or completeness of the contents of this work and specifically disclaim all warranties, including without limitation warranties of fitness for a particular purpose. No warranty may be created or extended by sales or promotional materials. The advice and strategies contained herein may not be suitable for every situation. This work is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional services. If professional assistance is required, the services of a competent professional person should be sought. Neither the publisher nor the author shall be liable for damages arising herefrom. The fact that an organization or Web site is referred to in this work as a citation and/or a potential source of further information does not mean that the author or the publisher endorses the information the organization or Web site may provide or recommendations it may make. Further, readers should be aware that Internet Web sites listed in this work may have changed or disappeared between when this work was written and when it is read. For general information on our other products and services or to obtain technical support, please contact our Customer Care Department within the U.S. at (877) , outside the U.S. at (317) or fax (317) Wiley publishes in a variety of print and electronic formats and by print-on-demand. Some material included with standard print versions of this book may not be included in e-books or in print-on-demand. If this book refers to media such as a CD or DVD that is not included in the version you purchased, you may download this material at For more information about Wiley products, visit Library of Congress Control Number: TRADEMARKS: Wiley, the Wiley logo, and the Sybex logo are trademarks or registered trademarks of John Wiley & Sons, Inc. and/or its affiliates, in the United States and other countries, and may not be used without written permission. ITIL is a registered trademark of AXELOS Limited. All rights reserved. All other trademarks are the property of their respective owners. John Wiley & Sons, Inc. is not associated with any product or vendor mentioned in this book

7 We dedicate this book to our long-suffering partners, Gary Cleaver and John Callaghan, who kept us supplied with food, drink, and encouragement while we slaved over our laptops every evening and weekend writing this book.

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9 Acknowledgments We thank our colleagues across many organizations over the years who have assisted us in our attempts to put best practices into practice. In particular, Liz Gallacher would like to thank Dave Cousin, who encouraged her to follow her instincts and gave her the opportunity to do just that in two major projects. We thank the teachers who shared their passion for service management during our ITIL V2 Manager courses all those years ago: Ben Weston, Andrew Jacobs, and Mark Haddad, who taught Helen, and Dave Wheeldon and Lloyd Robinson, who taught Liz. Our commitment to focusing our careers in IT service management can be traced back to those few intense weeks. We thank all the students we have taught for sharing their experiences with us and the clients who have had faith in us and our ability to put theory into practice. Our understanding of service management grows and develops with every organization we work with. We thank all the ITIL trainers, wherever they are, spreading the service management message every week of the year. We thank Dave Jones and Jim Tebby for checking the content of this book and for the helpful suggestions they made.

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11 About the Authors Liz Gallacher is a service management consultant and trainer with 30 years of practical experience. She placed in the top 5 percent of candidates in the ITIL Manager certificate and was invited to join the ISEB V2 Managers Certificate Examiners panel. She holds the ITIL Expert certification and is a certified ISO/IEC consultant. Liz provides consultancy and training on all aspects of IT service management, focusing on the ITIL framework and the ISO/IEC2000 standard. She has designed and implemented improvement initiatives covering many areas of service management for a variety of organizations, large and small. Her experience over the past 30 years has been a mixture of consultancy, training, and implementation, including setting up service desks for many large organizations, working with clients to design their service management processes, and evaluating and implementing service management toolsets that met their requirements. She also advises organizations seeking certification against the ISO/IEC standard, performing gap analyses, advising and mentoring improvement plans, and so on. Liz has worked for global organizations, central and local government departments, the U.K. National Health Service, and many others. She has set up service management organizations from scratch. In each case, she designed and documented the processes, procured the service management toolset, recommended the organizational structure, drafted job descriptions, and recruited several hundred staff over a number of projects. She then trained the staff and devised appropriate marketing campaigns to publicize the new service desks to the customer base. She has implemented service improvement initiatives for several clients, combining improvements in processes and tools with customer awareness coaching for IT staff. For a national railway infrastructure organization, she implemented a service desk to replace 18 other sources of support, delivering a service that was assessed by the Gartner and Maven organizations to be world class and highly efficient. She has provided consultancy on many aspects of service management, including servicelevel management, change management, request fulfillment, and incident and problem management. She has compiled detailed service catalogs. For many clients, Liz has gathered toolset requirements, evaluated products, and recommended the purchase of products that matched the requirement. She has also specified the tool configuration to support the processes, delivered the required reporting, and overseen the implementation. She has also delivered user training. Liz has developed and delivered customized training for clients covering particular aspects of service management. She has also coauthored classroom and distance-learning courses covering the ITIL framework. She delivers ITIL foundation and intermediate training and consultancy worldwide, with courses in 22 countries so far, as well as the United Kingdom. With Helen Morris, she has devised an innovative blended approach to mentoring and supporting clients remotely.

12 x About the Authors Helen Morris provides quality training and consultancy to organizations, assisting with delivery of IT service management. She specializes in providing cultural change support and training to organizations to enable the full exploitation of the benefits from implementing service management best practices. Helen has 25+ years of experience in service management, including operational management of service desks, technical support teams, and service level management. She holds the ITIL Expert qualification and has delivered service management training for many years. She now delivers ITIL foundation and intermediate training in the United Kingdom, Europe, and the United States. She has coauthored and recorded distancelearning courses covering the ITIL framework. Helen is also a certified ISO/IEC consultant. Helen is an experienced trainer, consultant, and service delivery manager focused on providing customer satisfaction and business benefits. Many of her assignments involve an initial assessment against best practices, recommendations for improvement, and target setting. She leads programs to achieve significant improvements in customer satisfaction, quality of service, reduced costs, and better control. Helen has presented at a number of international service management conferences, and she blogs regularly on service management topics. With Liz Gallacher, she has devised a unique approach to mentoring, providing assistance and resources to clients while encouraging them to develop the skills they need without the need for expensive on-site consultancy. As an experienced consultant, Helen has led a number of successful service management improvement programs, working with organizations to develop their service management strategy and being a key player in the implementation of the strategy within the organizations. She has delivered strategic improvements in customer satisfaction, service delivery, and regulatory standards. Helen managed the support environment for a Microsoft partner and supported the launch of Windows 95, implementing an improvement initiative to achieve the required customer satisfaction targets. Throughout this period, Helen was also leading a team to achieve and maintain successful ISO 9001 compliance within the division. This included extensive process reengineering in the support division to ensure an efficient and effective process to support the customer satisfaction targets. An assignment with a blue-chip telecommunications company allowed Helen to implement strategies for introducing best practices into the service delivery management team as the lead for the rollout of ITIL. This formed part of the company initiative to achieve BS15000 (a precursor to ISO 20000), in which Helen was a key player, specializing in incident and problem management. Many of Helen's assignments have involved assessing and restructuring the support environment to provide improvements in cost efficiency and customer satisfaction. This has often required working across a broad spectrum of the business to achieve an agreed-on approach

13 About the Authors xi within the organization. Helen was the lead consultant in delivering the service improvement program for an outsource provider; she provided support services and networks for a large number of blue-chip and financial institutions, delivered by a service support function of more than 120 personnel. Helen achieved and maintained an improvement in service levels from 80 percent to 95 percent (target) within three months across all service areas. Helen and Liz co-wrote the successful Sybex ITIL Foundation Study Guide and the ITIL Lifecycle Exams Companion Guide.

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15 Contents at a Glance Introduction Assessment Test xxxi xxxvii Part I Operational Support and Analysis 1 Chapter 1 Introduction to Operational Support and Analysis 3 Chapter 2 Incident and Problem Management 25 Chapter 3 Event Management, Request Fulfillment, and Access Management 75 Chapter 4 The Service Desk 125 Chapter 5 Chapter 6 Technical Management, Application Management, and IT Operations Management 147 Technology and Implementation Considerations for Operational Support and Analysis 181 Part II Planning, Protection, and Optimization 201 Chapter 7 Chapter 8 Chapter 9 Chapter 10 Introduction to Planning, Protection, and Optimization 203 Capacity, Availability, and Information Security Management 223 IT Service Continuity Management and Demand Management 277 Technology and Implementation Considerations for Planning, Protection, and Optimization 309 Part III Release, Control, and Validation 325 Chapter 11 Introduction to Release, Control, and Validation 327 Chapter 12 Chapter 13 Chapter 14 Chapter 15 Change Management and Service Asset and Configuration Management 341 Service Validation and Testing and Change Evaluation 393 Release and Deployment Management and Knowledge Management 419 Technology and Implementation Considerations for Release, Control, and Validation 453

16 xiv Contents at a Glance Part IV Service Offerings and Agreements 473 Chapter 16 Chapter 17 Chapter 18 Chapter 19 Chapter 20 Introduction to Service Offerings and Agreements 475 Service Portfolio Management and Service Catalog Management 501 Service Level Management and Supplier Management 535 Business Relationship Management and Financial Management for IT 569 Technology Considerations for Service Offerings and Agreements 599 Appendix Answers to Review Questions 613 Index 633

17 Contents Introduction Assessment Test xxxi xxxvii Part I Operational Support and Analysis 1 Chapter 1 Introduction to Operational Support and Analysis 3 Understanding the Purpose, Objectives, and Value of the Operational Support and Analysis Processes 4 The Purpose of Operational Support and Analysis Processes 6 The Objectives of Operational Support and Analysis Processes 6 The Scope of Operational Support and Analysis Processes 7 The Value Operational Support and Analysis Processes Deliver to the Business 7 How Service Operation Provides Business Value 8 The Context of Service Operation, the Operational Support and Analysis Processes, and the Service Lifecycle 9 Service Strategy 10 Service Design 11 Service Transition 12 Service Operation 12 Continual Service Improvement 13 Optimizing Service Operation Performance 13 Generic Roles and Responsibilities in Service Management Processes 14 Service Owner 15 Process Owner 16 Process Manager 18 Process Practitioner 18 Summary 19 Exam Essentials 20 Review Questions 21 Chapter 2 Incident and Problem Management 25 Incidents and Problems: Two Key Service Management Concepts 26 Incident Management 27 The Purpose of Incident Management 28 The Objectives of Incident Management 28

18 xvi Contents The Scope of Incident Management 28 The Value of Incident Management to the Business and to the Service Lifecycle 29 Incident Management Policies 30 Principles and Basic Concepts for Incident Management 31 Incident Management Process Activities, Methods, and Techniques 34 Incident Management Triggers, Inputs, and Outputs 41 Interfaces between Incident Management and the Lifecycle Stages 42 Information Management within the Incident Management Process 44 Roles within Incident Management 45 Challenges and Risks 47 Critical Success Factors and Key Performance Indicators 48 Problem Management 49 Purpose 50 Objectives 50 Scope 50 The Value of Problem Management to the Business and to the Service Lifecycle 51 Policies, Principles, and Basic Concepts 51 Process Activities, Methods, and Techniques 54 Error Detection in Development Environments 63 Triggers, Inputs, Outputs, and Interfaces 64 Information Management in the Problem Management Process 66 Roles in Problem Management 67 Challenges and Risks 68 Critical Success Factors and Key Performance Indicators 69 Summary 70 Exam Essentials 71 Review Questions 73 Chapter 3 Event Management, Request Fulfillment, and Access Management 75 Event Management 76 Purpose 77 Objectives 77 Scope 78 Value 79 Policies 79 Principles and Basic Concepts 79 Process Activities, Methods, and Techniques 83

19 Contents xvii Triggers, Inputs, Outputs, and Interfaces 87 Information Management 90 Process Roles 90 Critical Success Factors and Key Performance Indicators 92 Challenges 93 Risks 93 Request Fulfillment 94 Purpose and Objectives 94 Scope 96 Value to the Business 96 Policies 97 Principles and Basic Concepts 98 Process Activities, Methods, and Techniques 100 Triggers, Inputs, Outputs, and Interfaces 103 Information Management 104 Process Roles 105 Critical Success Factors and Key Performance Indicators 106 Challenges 107 Risks 107 Access Management 108 Purpose 108 Objectives 108 Scope 109 Value 109 Policies 110 Principles and Basic Concepts 110 Process Activities, Methods, and Techniques 110 Triggers, Inputs, Outputs, and Interfaces 114 Information Management 115 Process Roles 116 Critical Success Factors and Key Performance Indicators 117 Challenges 118 Risks 118 Summary 119 Exam Essentials 120 Review Questions 122 Chapter 4 The Service Desk 125 Role 127 Objective 127 Service Desk Organizational Structures 128 Local Service Desk 128 Centralized Service Desk 129 Virtual Service Desk 131

20 xviii Contents Follow the Sun 132 Specialized Service Desk Groups 133 Service Desk Single Point of Contact 133 Service Desk Staffing 134 Training 137 Staff Retention 137 Super Users 137 Measuring Service Desk Performance 138 Service Desk Environment 141 Outsourcing the Service Desk 141 Summary 143 Exam Essentials 143 Review Questions 144 Chapter 5 Technical Management, Application Management, and IT Operations Management 147 ITIL Functions 148 Technical Management 148 Role 149 Objectives 149 Generic Technical Management Activities 150 Technical Management Organization 152 Technical Design and Technical Maintenance and Support 152 Measuring Technical Management Performance 152 Technical Management Documentation 154 IT Operations Management 154 IT Operations Control 155 Facilities Management 155 Objectives 156 Measuring IT Operations Management Performance 158 IT Operations Management Documentation 158 Applications Management 159 Role 160 Objectives 161 Application Management Principles 161 Application Management Lifecycle 162 Requirements 163 Design 163 Build 164 Deploy 164 Operate 164

21 Contents xix Optimize 165 Application Management Generic Activities 165 Application Development vs. Application Management 168 Measuring Application Management Performance 171 Application Management Documentation 172 Technical and Application Management Roles 175 IT Operations Management 175 Summary 176 Exam Essentials 176 Review Questions 178 Chapter 6 Technology and Implementation Considerations for Operational Support and Analysis 181 Service Management Tools 182 Tool Requirements for Service Operation Processes 184 Event Management 184 Incident Management 184 Request Fulfillment 185 Problem Management 185 Access Management 185 Service Desk Function 186 Service Management Tool Choice 187 Service Operation and Project Management 188 Assessing and Managing Risk in Service Operation 188 Risks Resulting from Changes 188 Other Sources of Risk 189 Operational Staff in Design and Transition 189 Planning and Implementing Service Management Technologies 190 Licenses 190 Deployment 191 Service Operation Challenges 192 Engagement with Development and Project Staff 192 Justifying Funding 193 Differing Service Design and Service Operation Focus and Priorities 193 Other Challenges 194 Management of Staff 194 Critical Success Factors 195 Service Operation Risks 196 Summary 197 Exam Essentials 197 Review Questions 199

22 xx Contents Part II Planning, Protection, and Optimization 201 Chapter 7 Chapter 8 Introduction to Planning, Protection, and Optimization 203 The Purpose, Objectives, and Value of Service Design 204 The Purpose of Service Design 204 The Goals and Objectives of Service Design 205 The Value Service Design Delivers to the Business 206 The Context of Service Design and the Service Lifecycle 207 Service Strategy 208 Service Design 209 Service Transition 209 Service Operation 210 Continual Service Improvement 210 Service Design Basics 211 Service Design and Business Change 211 The Four Ps of Service Design 212 Holistic and Balanced Service Design 213 A Structured Approach to Service Design 214 The Five Aspects of Service Design 215 The Service Design Package 218 The Interfaces of Design Coordination with Other Processes Related to PPO 218 Summary 220 Exam Essentials 220 Review Questions 221 Capacity, Availability, and Information Security Management 223 Capacity Management 224 Purpose of Capacity Management 224 Objectives of Capacity Management 225 Scope of Capacity Management 225 Capacity Management Value to the Business 226 Capacity Management Policies, Principles, and Basic Concepts 227 Capacity Management Process Activities, Methods, and Techniques 227 Capacity Management Triggers, Inputs, and Outputs and Interfaces 232 Information Management and Capacity Management 234 Process Roles 235 Critical Success Factors and Key Performance Indicators for Capacity Management 236 Challenges for Capacity Management 237 Risks for Capacity Management 237

23 Contents xxi Availability Management 238 Defining Availability 238 Purpose of Availability Management 239 Objectives of Availability Management 239 Scope of Availability Management 240 Availability Management Policies 241 Availability Management Principles and Basic Concepts 241 Availability Management Process, Methods, and Techniques 248 Availability Management Triggers, Inputs, Outputs, and Interfaces 253 Information Management in Availability Management 256 Availability Management Process Roles 257 Availability Management Critical Success Factors and Key Performance Indicators 259 Availability Management Challenges and Risks 259 Information Security Management 260 Purpose of Information Security Management 261 Objectives of Information Security Management 261 Scope of Information Security Management 261 Information Security Management Value to the Business 262 Information Security Management Policies 262 IT Security Management Process Activities, Methods, and Techniques 264 Information Security Management Triggers, Inputs, and Outputs 267 Information Security Management Interfaces 269 Information Management in Information Security 270 Information Security Process Roles 270 Critical Success Factors and Key Performance Indicators for Information Security Management 271 Challenges for Information Security Management 272 Risks for Information Security Management 272 Summary 273 Exam Essentials 273 Review Questions 275 Chapter 9 IT Service Continuity Management and Demand Management 277 IT Service Continuity Management 278 Purpose of IT Service Continuity Management 278 Objectives of IT Service Continuity Management 279 Scope of IT Service Continuity Management 279 IT Service Continuity Management Value to the Business 280 IT Service Continuity Management Process, Methods, and Techniques 280

24 xxii Contents IT Service Continuity Management Triggers, Inputs, and Outputs 287 IT Service Continuity Management Interfaces 289 Process Roles 290 Information Management 291 IT Service Continuity Management Critical Success Factors and KPIs 291 IT Service Continuity Management Challenges and Risks 292 Understanding Demand Management 293 Purpose 293 Objectives 293 Scope 294 Value 294 Policies, Principles, and Basic Concepts 294 Process Activities, Methods, and Techniques 296 Triggers 300 Inputs 300 Outputs 301 Interfaces 301 Process Roles 302 Information Management 302 Critical Success Factors and Key Performance Indicators 303 Challenges 303 Risks 303 Summary 304 Exam Essentials 304 Review Questions 306 Chapter 10 Technology and Implementation Considerations for Planning, Protection, and Optimization 309 Generic Requirements and Evaluation Criteria for Technology 310 Good Practices for Practice and Process Implementation 312 Challenges, Critical Success Factors, and Risks 314 Service Management Tool Choice 315 Planning and Implementing Service Management Technologies 316 Licenses 316 Deployment 317 Designing Technology Architectures 318 Summary 321 Exam Essentials 321 Review Questions 322

25 Contents xxiii Part III Release, Control, and Validation 325 Chapter 11 Introduction to Release, Control, and Validation 327 Service Transition Concepts 328 Purpose 328 Objectives 328 Scope 329 Value to the Business 331 Development of a Service Transition Strategy 332 Service Transition Lifecycle Stages 334 Preparation for Service Transition 334 Planning and Coordinating Service Transition Activities 335 Provide Transition Process Support 336 Summary 337 Exam Essentials 337 Review Questions 338 Chapter 12 Change Management and Service Asset and Configuration Management 341 Change Management 342 The Purpose of Change Management 342 The Objectives of Change Management 343 The Scope of Change Management 343 The Value of Change Management to the Business 345 Change Management Policies and Principles 346 Change Management Basic Concepts 347 Change Management Process Activities, Methods, and Techniques 353 Triggers 363 Inputs 364 Outputs 365 Interfaces 365 Information Management: The Role of the Configuration Management System 366 Change Management Process Roles 366 Critical Success Factors and Key Performance Indicators 368 Challenges 369 Risks 369 Service Asset and Configuration Management 369 Purpose 370 Objectives 370 Scope 370 Value to Business 371 Policies and Principles 371

26 xxiv Contents Basic Concepts 372 Process Activities, Methods, and Techniques 379 Triggers, Inputs and Outputs, and Process Interfaces 382 Information Management 383 Service Asset and Configuration Management Process Roles 384 KPIs and CSFs 385 Challenges 386 Risks 386 Summary 386 Exam Essentials 387 Review Questions 389 Chapter 13 Service Validation and Testing and Change Evaluation 393 Service Validation and Testing 394 Purpose 394 Objective 394 Scope 395 Value to the Business 395 Policies, Principles, and Basic Concepts 395 Test Models and Testing Perspectives 396 Process Activities, Methods, and Techniques 400 Trigger 401 Inputs 402 Outputs 402 Interfaces 402 Service Validation and Testing Process Roles 402 Information Management 403 Critical Success Factors and Key Performance Indicators 404 Challenges 404 Risks 405 Change Evaluation 405 Purpose 405 Objectives 405 Scope 406 Value to the Business 406 Policies, Principles, and Basic Concepts 406 Trigger 410 Inputs 411 Outputs 411 Interfaces 411 Information Management 411 Change Evaluation Process Roles 412

27 Contents xxv Critical Success Factors and Key Performance Indicators 412 Challenges 413 Risks 413 Summary 413 Exam Essentials 413 Review Questions 416 Chapter 14 Release and Deployment Management and Knowledge Management 419 Release and Deployment Management 420 Purpose 420 Objectives 420 Scope 421 Value to the Business 421 Policies, Principles, and Basic Concepts 422 Process Activities, Methods, and Techniques 425 Triggers 431 Inputs 431 Outputs 432 Interfaces 432 Process Roles and Responsibilities 432 Information Management 435 Critical Success Factors and Key Performance Indicators 435 Challenges 435 Risks 436 Knowledge Management 436 Purpose 436 Objectives 436 Scope 437 Value to the Business 437 Policies, Principles, and Basic Concepts 437 Process Activities, Methods, and Techniques 440 Triggers 444 Inputs 444 Outputs 444 Interfaces 445 Knowledge Management Roles 445 Information Management 446 Critical Success Factors and Key Performance Indicators 446 Challenges 447 Risks 447 CSI and Knowledge Management 447 Summary 447 Exam Essentials 448 Review Questions 450

28 xxvi Contents Chapter 15 Technology and Implementation Considerations for Release, Control, and Validation 453 Generic Requirements for Integrated ITSM Technology 454 Evaluation Criteria for Service Management Tools 455 Release, Control, and Validation Practices for Managing Change in Service Operation 456 Change Triggers 457 Change Assessment 457 Measurement of Successful Change 458 Service Operation and Project Management 458 Service Transition Challenges 458 Critical Success Factors 459 Assessing and Managing Risk in Service Operation 460 Risks Resulting from Changes 461 Other Sources of Risk 461 Operational Staff in Design and Transition 462 Planning and Implementing Service Management Technologies 462 Licenses 463 Deployment 463 Technology Considerations for Implementing Knowledge Management, Collaboration, and the CMS 464 Knowledge Management Tools 465 Collaboration 466 Configuration Management 467 Summary 468 Exam Essentials 469 Review Questions 470 Part IV Service Offerings and Agreements 473 Chapter 16 Introduction to Service Offerings and Agreements 475 The SOA Processes from Strategy and Design and the Context in the Service Lifecycle 476 Service Strategy 476 Service Design 483 Utility and Warranty and the Relevance to the SOA Processes 487 Value 487 Utility and Warranty 490 Understanding and Identifying Customer Requirements 492 Business Requirements and Drivers 493 Return on Investment and the Business Case 495 Return on Investment 495 Business Case 497

29 Contents xxvii Summary 498 Exam Essentials 498 Review Questions 499 Chapter 17 Chapter 18 Service Portfolio Management and Service Catalog Management 501 Understanding Service Portfolio Management 502 Purpose 502 Objectives 502 Scope 503 Value 505 Policies, Principles, and Basic Concepts 505 Service Portfolio Management through the Service Lifecycle 512 Process Activities, Methods, and Techniques 512 Triggers 517 Inputs 518 Outputs 518 Interfaces 518 Information Management 519 Roles and Responsibilities 520 Critical Success Factors and Key Performance Indicators 521 Challenges 521 Risks 522 Service Catalog Management 522 Purpose 522 Objectives 523 Scope 523 Value 524 Policies 524 Principles and Basic Concepts 524 Process Activities, Methods, and Techniques 526 Triggers, Inputs, Outputs, and Interfaces 527 Information Management 528 Roles and Responsibilities 529 Critical Success Factors and Key Performance Indicators 530 Summary 531 Exam Essentials 531 Review Questions 533 Service Level Management and Supplier Management 535 Service Level Management 536 Purpose of Service Level Management 536 Objectives of Service Level Management 537

30 xxviii Contents Scope of Service Level Management 538 Service Level Management Value to the Business 538 Service Level Management Policies, Principles, and Basic Concepts 540 Service Level Management Process Activities, Methods, and Techniques 544 Service Level Management Triggers, Inputs, and Outputs 546 Service Level Management Interfaces 548 Information Management and Service Level Management 548 Service Level Management Process Roles 549 Critical Success Factors and Key Performance Indicators for Service Level Management 551 Challenges for Service Level Management 552 Risks for Service Level Management 552 Supplier Management 552 Purpose of Supplier Management 553 Objectives of Supplier Management 553 Scope of Supplier Management 553 Supplier Management Value to the Business 554 Supplier Management Principles, Policies, and Basic Concepts 554 Supplier Management Process, Methods, and Techniques 558 Supplier Management Triggers, Inputs, and Outputs 559 Supplier Management Interfaces 561 Information Management 561 Supplier Management Process Roles 561 Supplier Management Critical Success Factors and KPIs 563 Supplier Management Challenges and Risks 563 Summary 564 Exam Essentials 564 Review Questions 566 Chapter 19 Business Relationship Management and Financial Management for IT 569 Business Relationship Management 570 Purpose of Business Relationship Management 570 Objectives of Business Relationship Management 571 Scope of Business Relationship Management 571 Value 574 Policies, Principles, and Basic Concepts 575 Process Activities, Methods, and Techniques 576 Triggers 579