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 Service Lifecycle Exams Helen Morris Liz Gallacher

6 Senior Acquisitions Editor: Kenyon Brown Development Editor: Kim Wimpsett Technical Editors: Jane Holmes and Jim Tebby Production Editor: Dassi Zeidel Copy Editor: Judy Flynn Editorial Manager: Mary Beth Wakefield Production Manager: Kathleen Wisor Associate Publisher: Jim Minatel Supervising Producer: Rich Graves Book Designers: Judy Fung and Bill Gibson Proofreader: Kathy Pope, Word One New York Indexer: Ted Laux Project Coordinator, Cover: Brent Savage Cover Designer: Wiley Cover Image: Getty Image, Inc./Jeremy Woodhouse Copyright 2016 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. The Swirl logo 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.

8 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 both had teachers who shared their passion for service management during our ITIL V2 Manager courses all those years ago: Helen would like to thank Ben Weston, Andrew Jacobs, and Mark Haddad, and Liz would like to thank Dave Wheeldon and Lloyd Robinson. 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 Jane Holmes and Jim Tebby for checking the content of this book and for the helpful suggestions they made.

9 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/IEC 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. Liz has worked for several global businesses, central and local government departments, the UK National Health Service, and many other organizations. She has set up several 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 24/7/365 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 service level management, change management, request fulfilment, and incident and problem management. She has compiled detailed service catalogs. For many clients, Liz gathered toolset requirements, evaluated products, and recommended the purchase of products that matched the requirements. She also specified the tool configuration to support the processes, delivered the required reporting, and oversaw the implementation in addition to delivering user training. Liz has developed and delivered bespoke 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 the United Kingdom as well as 22 other countries so far. With Helen Morris, she has devised an innovative blended approach to mentoring and supporting clients remotely. Helen Morris provides quality training and consultancy to organizations, assisting with delivery of IT service management. She specializes in providing cultural change support

10 viii About the Authors and training to organizations to enable the full exploitation of the benefits from implementing service management best practices. Helen has 20+ years of experience in service management, including operational management of service desks and 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 distance-learning 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 expensive onsite 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, she 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 efficient and effective processes were implemented 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 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 cowrote the successful ITIL Foundation Study Guide from Sybex.

11 Contents at a Glance Introduction Assessment Test xlv li Part I Service Strategy 1 Chapter 1 Introduction to the Service Strategy Lifecycle Stage 3 Chapter 2 Service Strategy Principles 15 Chapter 3 Service Strategy Processes: Part 1 85 Chapter 4 Service Strategy Processes: Part Chapter 5 Governance 163 Chapter 6 Organizing for Service Strategy 173 Chapter 7 Technology Considerations 191 Chapter 8 Implementing Service Strategy 205 Chapter 9 Challenges, Critical Success Factors, and Risks 217 Part II Service Design 227 Chapter 10 Introduction to the Service Design Lifecycle Stage 229 Chapter 11 Service Design Principles 253 Chapter 12 Chapter 13 Chapter 14 Chapter 15 Service Design Processes: Design Coordination and Service Catalog Management 291 Service Design Processes: Service Level Management and Availability Management 315 Service Design Processes: Capacity Management and IT Service Continuity Management 347 Service Design Processes: Information Security Management and Supplier Management 371 Chapter 16 Technology-Related Activities 393 Chapter 17 Organizing for Service Design 411 Chapter 18 Technology Considerations 431 Chapter 19 Implementation and Improvement of Service Design 441 Chapter 20 Challenges, Critical Success Factors, and Risks 453

12 x Contents at a Glance Part III Service Transition 461 Chapter 21 Introduction to Service Transition 463 Chapter 22 Service Transition Principles 475 Chapter 23 Chapter 24 Chapter 25 Chapter 26 Service Transition Processes: Transition Planning and Support and Change Management 495 Service Transition Processes: Service Asset and Configuration Management 527 Service Transition Processes: Release and Deployment Management and Service Validation and Testing 547 Service Transition Processes: Change Evaluation and Knowledge Management 571 Chapter 27 Managing People through Service Transitions 589 Chapter 28 Organizing for Service Transition 613 Chapter 29 Technology Considerations for Service Transition 633 Chapter 30 Implementation and Improvement of Service Transition 643 Chapter 31 Challenges, Critical Success Factors, and Risks 655 Part IV Service Operation 665 Chapter 32 Introduction to the Service Operation Lifecycle Stage 667 Chapter 33 Service Operation Principles 685 Chapter 34 Service Operation Processes: Incident and Problem Management 705 Chapter 35 Service Operation Processes: Request Fulfilment 743 Chapter 36 Service Operation Processes: Event Management 763 Chapter 37 Service Operation Processes: Access Management 785 Chapter 38 Common Service Operation Activities 801 Chapter 39 Organizing for Service Operation 837 Chapter 40 Technology Considerations 905 Chapter 41 Implementation of Service Operation 915 Chapter 42 Challenges, Critical Success Factors, and Risks 927

13 Contents at a Glance xi Part V Continual Service Improvement 937 Chapter 43 Introduction to the Continual Service Improvement Lifecycle Stage 939 Chapter 44 Continual Service Improvement Principles 957 Chapter 45 The Seven-Step Continual Service Improvement Process 971 Chapter 46 Continual Service Improvement Methods and Techniques 995 Chapter 47 Organizing for Continual Service Improvement 1043 Chapter 48 Technology Considerations 1067 Chapter 49 Implementation of Continual Service Improvement 1079 Chapter 50 Challenges, Critical Success Factors, and Risks 1097 Appendix 1107 Index 1153

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15 Contents Introduction Assessment Test xlv li Part I Service Strategy 1 Chapter 1 Introduction to the Service Strategy Lifecycle Stage 3 The Main Purpose of Service Strategy 4 The Four Ps of Service Strategy 5 The Objectives of Service Strategy 5 The Scope of Service Strategy 6 The Value Service Strategy Delivers to the Business 7 The Context of Service Strategy within the Service Lifecycle 7 Service Strategy 8 Service Design 8 Service Transition 9 Service Operation 9 Continual Service Improvement 10 Summary 11 Exam Essentials 11 Review Questions 13 Chapter 2 Service Strategy Principles 15 Service Strategy Basics 16 Deciding on a Strategy 16 Strategy and Opposing Dynamics 17 Outperforming Competitors 18 Four Ps of Service Strategy 18 Services and Value 22 Service 22 Value 26 Utility and Warranty 29 Strategic Assets and Service Providers 35 Business Units and Service Providers 35 Defining Services 46 Step 1: Define the Market and Identify Customers 46 Step 2: Understand the Customer 47 Step 3: Quantify the Outcomes 47 Step 4: Classify and Visualize the Service 48 Step 5: Understand the Opportunities (Market Spaces) 52 Step 6: Define Services Based on Outcomes 53

16 xiv Contents Step 7: Service Models 55 Step 8: Define Service Units and Packages 57 Strategies for Customer Satisfaction 59 Kano Model 59 Service Economics 61 Return on Investment 63 Sourcing Strategy 69 Sourcing Structures 70 Sourcing Responsibilities 72 Service Strategy Inputs and Outputs 77 Summary 79 Exam Essentials 80 Review Questions 82 Chapter 3 Service Strategy Processes: Part 1 85 Understanding Strategy Management for IT Services 86 Purpose 86 Objectives 87 Scope 87 Value 90 Policies, Principles, and Basic Concepts 91 Process Activities, Methods, and Techniques 91 Triggers, Inputs, Outputs, and Interfaces 97 Critical Success Factors and Key Performance Indicators 99 Challenges 100 Risks 100 Understanding Service Portfolio Management 101 Purpose 101 Objectives 101 Scope 102 Value 103 Policies, Principles, and Basic Concepts 104 Service Portfolio Management through the Service Lifecycle 110 Process Activities, Methods, and Techniques 111 Triggers 116 Inputs 116 Outputs 117 Interfaces 117 Critical Success Factors and Key Performance Indicators 118 Challenges 119 Risks 119 Understanding Financial Management for IT Services 119 Purpose of Financial Management 120 Objectives of Financial Management 120

17 Contents xv Scope of Financial Management 121 Value 122 Policies, Principles, and Basic Concepts 123 Process Activities, Methods, and Techniques 124 Triggers 127 Inputs 127 Outputs 127 Interfaces 128 Critical Success Factors and Key Performance Indicators 129 Challenges 129 Risk 130 Summary 130 Exam Essentials 130 Review Questions 132 Chapter 4 Service Strategy Processes: Part Understanding Business Relationship Management 136 Purpose of Business Relationship Management 136 Objectives of Business Relationship Management 137 Scope of Business Relationship Management 137 Value 141 Policies, Principles, and Basic Concepts 141 Process Activities, Methods, and Techniques 143 Triggers 146 Inputs 146 Outputs 147 Interfaces 147 Critical Success Factors and Key Performance Indicators 148 Challenges 148 Risks 149 Understanding Demand Management 149 Purpose 150 Objectives 150 Scope 150 Value 150 Policies, Principles, and Basic Concepts 151 Process Activities, Methods, and Techniques 152 Triggers 156 Inputs 156 Outputs 157 Interfaces 157 Critical Success Factors and Key Performance Indicators 158 Challenges 158 Risks 159

18 xvi Contents Summary 159 Exam Essentials 159 Review Questions 161 Chapter 5 Governance 163 Understanding Governance 164 Setting the Strategy for Governance 164 Evaluate 165 Direct 166 Monitor 166 Governance Framework 166 What Is IT Governance? 167 Service Strategy Relating to Governance 169 Summary 169 Exam Essentials 170 Review Questions 171 Chapter 6 Organizing for Service Strategy 173 Organizational Development 174 Deciding on a Structure 177 Organizational Departmentalization 178 Organizational Design 179 Service Strategy Roles 180 Business Relationship Manager 182 Strategy Management Roles 183 Service Portfolio Roles 184 Financial Management Roles 184 Demand Management Roles 185 Summary 186 Exam Essentials 186 Review Questions 188 Chapter 7 Technology Considerations 191 Service Automation 192 Automation and Service Management 193 Service Analytics 194 Service Interfaces 197 Types of Service Technology Encounters 198 Summary 199 Exam Essentials 200 Review Questions 201

19 Contents xvii Chapter 8 Implementing Service Strategy 205 Implementation through the Lifecycle 206 Following a Lifecycle Approach 208 Service Strategy Approach 208 Service Design Approach 209 Service Transition Approach 210 Service Operation Approach 210 Continual Service Improvement Approach 210 Impact of Service Strategy on Lifecycle Stages 211 Service Design Stage 211 Service Transition Stage 213 Service Operation Stage 213 Continual Service Improvement Stage 213 Summary 213 Exam Essentials 214 Review Questions 215 Chapter 9 Challenges, Critical Success Factors, and Risks 217 Service Strategy Challenges 218 Complexity 218 Coordination and Control 218 Preserving Value 219 Effective Measurement 219 Service Strategy Risks 221 Definition of Risk 221 Inaccurate Information 221 Risk of Taking, or Failing to Take, Opportunities 222 Design Risks 222 Operational Risks 222 Market Risks 222 Critical Success Factors 223 Summary 223 Exam Essentials 223 Review Questions 225 Part II Service Design 227 Chapter 10 Introduction to the Service Design Lifecycle Stage 229 The Purpose of Service Design 230 The Goals and Objectives of Service Design 231 The Scope of Service Design 232 The Five Aspects of Service Design 232

20 xviii Contents The Value Service Design Delivers to the Business 234 The Context of Service Design and the Service Lifecycle 236 Service Design Inputs and Outputs 239 Strategy Inputs and Outputs 239 Transition Inputs and Outputs 240 Operation Inputs and Outputs 241 CSI Inputs and Outputs 242 The Contents and Use of the Service Design Package 245 The Contents and Use of Service Acceptance Criteria 245 Exam Essentials 248 Summary 248 Review Questions 249 Chapter 11 Service Design Principles 253 Holistic and Balanced Service Design 254 Service Design and Change Management 255 Utility and Warranty 255 Business Focus 256 Balanced Design 258 Service Requirements, Business Requirements, and Drivers 260 Service Requirements 260 Business Requirements and Drivers 262 Design Activities 263 Evaluate Alternative Solutions 264 Procure the Preferred Solution 264 Develop the Solution 264 Design Constraints 265 The Five Aspects of Service Design 266 Designing Service Solutions 269 The Design of the Management Information Systems and Tools 271 Management and Technology Architectures 275 Processes 279 Measurement Systems and Metrics 281 Service-Oriented Architecture 283 SOA Principles 284 Service Design Models 284 Design and Development Approaches 286 Summary 286 Exam Essentials 286 Review Questions 288

21 Contents xix Chapter 12 Chapter 13 Service Design Processes: Design Coordination and Service Catalog Management 291 Design Coordination 292 The Purpose of Design Coordination 292 The Objectives of Design Coordination 292 The Scope of Design Coordination 293 The Value of Design Coordination to the Business 294 Design Coordination Policies 294 Principles and Basic Concepts for Design Coordination 295 Design Coordination Process Activities, Methods, and Techniques 296 Triggers, Inputs, Outputs, and Interfaces 297 Information Management 299 Critical Success Factors and Key Performance Indicators 299 Challenges 300 Risks 300 Service Catalog Management 301 Purpose 301 Objectives 301 Scope 302 Value 302 Policies 303 Principles and Basic Concepts 303 Process Activities, Methods, and Techniques 305 Triggers, Inputs, Outputs, and Interfaces 306 Information Management 307 Critical Success Factors and Key Performance Indicators 308 Summary 309 Exam Essentials 309 Review Questions 311 Service Design Processes: Service Level Management and Availability Management 315 Service Level Management 316 Purpose of Service Level Management 316 Objectives of Service Level Management 317 Scope of Service Level Management 318 Service Level Management Value to the Business 318 Service Level Management Policies 319 Service Level Management Process Activities, Methods, and Techniques 320 Service Level Management Triggers, Inputs, and Outputs 321 Service Level Management Interfaces 323

22 xx Contents Information Management and Service Level Management 323 Measures, Metrics, and Critical Success Factors for Service Level Management 324 Challenges for Service Level Management 325 Risks for Service Level Management 325 Availability Management 325 Defining Availability 325 Purpose of Availability Management 326 Objectives of Availability Management 327 Scope of Availability Management 327 Availability Management Policies 328 Availability Management Principles and Basic Concepts 329 Availability Management Process, Methods, and Techniques 336 Availability Management Triggers, Inputs, and Outputs 337 Availability Management Interfaces 339 Information Management and Availability Management 340 Availability Management Critical Success Factors and Key Performance Indicators 341 Availability Management Challenges and Risks 342 Summary 343 Exam Essentials 343 Review Questions 345 Chapter 14 Service Design Processes: Capacity Management and IT Service Continuity Management 347 Capacity Management 348 Purpose of Capacity Management 348 Objectives of Capacity Management 349 Scope of Capacity Management 349 Capacity Management Value to the Business 350 Capacity Management Policies 351 Capacity Management Process Activities, Methods, and Techniques 351 Capacity Management Triggers, Inputs, and Outputs 355 Capacity Management Interfaces 356 Information Management and Capacity Management 357 Measures, Metrics, and Critical Success Factors for Capacity Management 358 Challenges for Capacity Management 358 Risks for Capacity Management 359 IT Service Continuity Management 359 Purpose of IT Service Continuity Management 360 Objectives of IT Service Continuity Management 360

23 Contents xxi Scope of IT Service Continuity Management 360 IT Service Continuity Management Value to the Business 361 IT Service Continuity Management Process, Methods, and Techniques 361 IT Service Continuity Management Triggers, Inputs, and Outputs 363 IT Service Continuity Management Interfaces 364 Information Management 365 IT Service Continuity Management Critical Success Factors and KPIs 365 IT Service Continuity Management Challenges and Risks 366 Summary 367 Exam Essentials 367 Review Questions 369 Chapter 15 Service Design Processes: Information Security Management and Supplier Management 371 Information Security Management 372 Purpose of Information Security Management 372 Objectives of Information Security Management 373 Scope of Information Security Management 373 Information Security Management Value to the Business 374 Information Security Management Policies 374 IT Security Management Process Activities, Methods, and Techniques 376 Information Security Management Triggers, Inputs, and Outputs 377 Information Security Management Interfaces 379 Measures, Metrics, and Critical Success Factors for Information Security Management 379 Challenges for Information Security Management 380 Risks for Information Security Management 380 Supplier Management 381 Purpose of Supplier Management 381 Objectives of Supplier Management 381 Scope of Supplier Management 381 Supplier Management Value to the Business 382 Supplier Management Principles, Policies, and Basic Concepts 382 Supplier Management Process, Methods, and Techniques 383 Supplier Management Triggers, Inputs, and Outputs 385 Supplier Management Interfaces 386 Information Management 386

24 xxii Contents Supplier Management Critical Success Factors and KPIs 387 Supplier Management Challenges and Risks 387 Summary 388 Exam Essentials 388 Review Questions 390 Chapter 16 Technology-Related Activities 393 Service Design Activities and Techniques within Requirements Engineering 394 Types of Requirement 395 Requirements Investigation Techniques 396 Problems with Requirements Engineering 399 Management of Data and Information 400 Data Management and the Service Lifecycle 401 Classifying Data 401 Management of Applications 401 The Application Portfolio 402 Linking Application and Service Portfolio 403 Application Frameworks 403 The Need for CASE Tools and Repositories 403 Outputs 403 Design Patterns 404 Developing Individual Applications 404 Templates and Code Generation 404 Diagnostic Hooks 404 Outputs 405 Summary 405 Exam Essentials 405 Review Questions 407 Chapter 17 Organizing for Service Design 411 The RACI Matrix 412 Functional Roles in Service Design 413 Organizational Structures in Service Design 414 Generic Roles 415 Service Owner 415 Process Owner 416 Process Manager 417 Process Practitioner 417 Specific Service Design Roles 418 Service Design Process Roles 418 Design Coordination Roles 418 Service Catalog Management Roles 419 Service Level Management Roles 420

25 Contents xxiii Availability Management Process Roles 421 Capacity Management Process Roles 422 IT Service Continuity Management Process Roles 424 Information Security Management Process Roles 425 Supplier Management Process Roles 426 Summary 427 Exam Essentials 427 Review Questions 428 Chapter 18 Technology Considerations 431 Service Design Tools 432 Process or Tool First? 432 Specifying Requirements 432 Evaluation 433 Choosing the Preferred Option 435 Implementation 436 Summary 436 Exam Essentials 437 Review Questions 438 Chapter 19 Implementation and Improvement of Service Design 441 Business Impact Analysis 442 Service Level Management 443 Risks to the Services and Processes 443 Implementing Service Design 443 Improving Service Design 444 Measurement of Service Design 447 Balanced Scorecard 447 Six Sigma 448 Measuring Service Design 448 Summary 449 Exam Essentials 449 Review Questions 450 Chapter 20 Challenges, Critical Success Factors, and Risks 453 Service Design Challenges 454 Meeting the Challenges 455 Critical Success Factors 455 Key Performance Indicators 456 Service Design Risks 456 Summary 457 Exam Essentials 458 Review Questions 459

26 xxiv Contents Part III Service Transition 461 Chapter 21 Introduction to Service Transition 463 Service Transition Concepts 464 Purpose 464 Objectives 464 Scope 465 Value to the Business 467 Service Transition in the Context of the Service Lifecycle 468 Service Strategy 468 Service Design 468 Service Transition 469 Service Operation 469 Continual Service Improvement 470 Summary 470 Exam Essentials 470 Review Questions 472 Chapter 22 Service Transition Principles 475 Formal Policy for Service Transition 476 Policy 476 Principles 476 Best Practice 477 Governance Policy for Service Transition 477 Policy 477 Principles 477 Best Practice 478 Common Framework for Service Transition 478 Policy 478 Principles 478 Best Practice 478 Maximize Reuse of Established Processes and Systems 479 Policy 479 Principles 479 Best Practice 479 Business Alignment of Service Transition 480 Policy 480 Principles 480 Best Practice 480 Establish and Maintain Relationships with Stakeholders 481 Policy 481 Principles 481 Best Practice 481

27 Contents xxv Establish Control and Disciplines 482 Policy 482 Principles 482 Best Practice 482 Knowledge Transfer and Service Transition 483 Policy 483 Principles 483 Best Practice 484 Plan Release Packages 484 Policy 484 Principles 484 Best Practice 485 Anticipate and Manage Course Corrections 485 Policy 485 Principles 486 Best Practice 486 Proactively Manage Resources 486 Policy 486 Principles 486 Best Practice 487 Ensure Early Involvement in Service Lifecycle 487 Policy 487 Principles 487 Best Practice 487 Quality Assurance 488 Policy 488 Principles 488 Best Practice 489 Proactively Improve Quality During Service Transition 489 Policy 489 Principles 489 Best Practice 490 Summary 490 Exam Essentials 491 Review Questions 492 Chapter 23 Service Transition Processes: Transition Planning and Support and Change Management 495 Transition Planning and Support 496 Purpose 496 Objectives 496 Scope 497 Value to the Business 497

28 xxvi Contents Policies, Principles, and Basic Concepts 498 Process Activities, Methods, and Techniques 500 Triggers, Inputs, Outputs, and Interfaces 504 Critical Success Factors and Key Performance Indicators 505 Challenges 505 Risks 506 Change Management 506 The Purpose of Change Management 506 The Objective of Change Management 506 The Scope of Change Management 507 The Value of Change Management to the Business 508 Change Management Policies, Principles, and Basic Concepts 509 Change Management Process Activities, Methods, and Techniques 513 Triggers, Inputs, Outputs, and Interfaces 518 Triggers 518 Inputs 519 Outputs 520 Interfaces 520 Critical Success Factors and Key Performance Indicators 521 Challenges 521 Risks 521 Summary 522 Exam Essentials 522 Review Questions 524 Chapter 24 Service Transition Processes: Service Asset and Configuration Management 527 Service Asset and Configuration Management 528 Purpose 528 Objectives 528 Scope 529 Value to the Business 529 Policies, Principles, and Basic Concepts 530 Process Activities, Methods, and Techniques 537 Triggers, Inputs and Outputs, and Process Interfaces 538 KPIs and CSFs 539 Challenges 540 Risks 540 Summary 541 Exam Essentials 541 Review Questions 543

29 Contents xxvii Chapter 25 Chapter 26 Service Transition Processes: Release and Deployment Management and Service Validation and Testing 547 Release and Deployment Management 548 Purpose 548 Objectives 548 Scope 549 Value to the Business 549 Policies, Principles, and Basic Concepts 550 Process Activities, Methods, and Techniques 553 Triggers 556 Inputs 556 Outputs 556 Interfaces 556 Critical Success Factors and Key Performance Indicators 557 Challenges 557 Risks 557 Service Validation and Testing 558 Purpose 558 Objective 558 Scope 558 Value to the Business 559 Policies, Principles, and Basic Concepts 559 Process Activities, Methods, and Techniques 562 Trigger 564 Inputs 564 Outputs 565 Interfaces 565 Critical Success Factors and Key Performance Indicators 565 Challenges 566 Risks 566 Summary 566 Exam Essentials 566 Review Questions 568 Service Transition Processes: Change Evaluation and Knowledge Management 571 Change Evaluation 572 Purpose 572 Objectives 572 Scope 573 Value to the Business 573 Policies, Principles, and Basic Concepts 573 Trigger 575

30 xxviii Contents Inputs 575 Outputs 575 Interfaces 575 Critical Success Factors and Key Performance Indicators 576 Challenges 576 Risks 577 Knowledge Management 577 Purpose 577 Objectives 577 Scope 578 Value to the Business 578 Policies, Principles, and Basic Concepts 578 Process Activities, Methods, and Techniques 581 Triggers 582 Inputs 583 Outputs 583 Interfaces 583 Critical Success Factors and Key Performance Indicators 583 Challenges 584 Risks 584 Summary 584 Exam Essentials 584 Review Questions 587 Chapter 27 Managing People through Service Transitions 589 Management of Communication and Commitment 590 Methods of Communication 592 Managing Organization and Stakeholder Change 594 Organization, Roles, and Responsibilities 596 Service Transition s Role in Organizational Change 596 Planning and Implementing Organizational Change 599 Organizational Change Products 600 Assessing Organizational Readiness for Change 601 Monitoring Progress of Organizational Change 602 Organization and People in Sourcing Changes 603 Methods, Practices, and Techniques for Managing Change 603 Stakeholder Management 606 Stakeholder Management Strategy 606 Summary 609 Exam Essentials 610 Review Questions 611