IT Service Management: A Guide for ITIL Foundation Exam Candidates Second Edition

241 Pages·2012·10.87 MB·English

by  John Sansbury

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About the Authors E
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Dr Ernest Brewster is a champion of ITIL Service Management. it
Richard Griffiths is an ITIL trainer. Aidan Lawes is an authority on service io
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is a principal consultant and head of practice for service management.
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For ITIL® Foundation Exam Candidates, Second Edition
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The Swirl logo™ is a Trade Mark of the Office of
Government Commerce. ITIL® is a Registered Trade
Mark of the Office of Government Commerce in the
United Kingdom and other countries.
9 781906 124939
IT Service Management 12.8mm margin.indd 1 24/04/2012 12:37

IT SERVICE MANAGEMENT
A Guide for ITIL® Foundation
Exam Candidates
Second Edition
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IT SERVICE MANAGEMENT
A Guide for ITIL® Foundation
Exam Candidates
Second Edition
Ernest Brewster, Richard Griffiths, Aidan Lawes,
John Sansbury
© 2012 British Informatics Society Limited
First edition published in 2009
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Figures 1.1, 1.2, 1.4, 1.5, 1.6, 4.1, 6.1, 7.1, 10.1, 10.2, 12.1, 13.1, 13.2, 14.1, 15.1, 17.1, 18.1, 20.1, 20.2, 21.1,
21.2, 21.3, 22.1, 23.1, 24.1, 24.2, 24.3, 26.1, 27.1, 29.1, 32.1, 34.1 and 34.2 are based on The Cabinet Office ITIL
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Published by British Informatics Society Limited (BISL), a wholly owned subsidiary of BCS, The Chartered Institute
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iv
CONTENTS
List of figures and tables xii
Authors xiv
Abbreviations xvi
Glossary xviii
Useful websites xxii
Preface xxiii
Introduction xxiv
SECTION 1: OVERVIEW 1
1 WHAT IS SERVICE MANAGEMENT? 3
Introduction 3
‘Best practice’ versus ‘good practice’ 4
The ITIL framework 6
The ITIL core 7
Complementary material 8
Related material 8
The ITIL service management model 9
Key concepts 10
Test questions for Chapter 1 21
SECTION 2: THE SERVICE LIFECYCLE 23
2 SERVICE STRATEGY 25
Introduction 25
Governance 25
Risk 26
Key processes 26
IT service provider types 26
The four Ps of strategy 27
Service management as a strategic asset 27
Developing strategy for specific services 28
Service assets 29
Value 30
Automating service management processes 30
Test questions for Chapter 2 31
3 SERVICE DESIGN 32
Introduction 32
Why service design? 33
The five major aspects of service design 33
v
CONTENTS
Objectives of service design 34
The service design package 34
Test questions for Chapter 3 35
4 SERVICE TRANSITION 36
Introduction 36
Purpose and objectives 36
Process objectives and value 38
Challenges 39
Roles 40
Test questions for Chapter 4 40
5 SERVICE OPERATION 41
Introduction 41
Purpose and objectives 41
The value of service operation 42
Key activities and functions 42
Self help 43
Test questions for Chapter 5 44
6 CONTINUAL SERVICE IMPROVEMENT 45
Introduction 45
Purpose and objectives 45
Key principles 47
Test questions for Chapter 6 48
Test questions for Section 2 48
SECTION 3: THE PROCESSES AND FUNCTIONS 49
7 BUSINESS RELATIONSHIP MANAGEMENT 51
Introduction and scope 51
Purpose and objectives 51
General principles 52
Key activities 53
Relationships with other service management processes 54
Metrics 57
Roles 57
Test questions for Chapter 7 57
8 FINANCIAL MANAGEMENT FOR IT SERVICES 58
Introduction and scope 58
Purpose and objectives 59
Activities and concepts 59
Relationships with other service management processes 61
Test questions for Chapter 8 62
9 DEMAND MANAGEMENT 63
Introduction and scope 63
Purpose and objectives 63
Understanding demand fluctuations 64
Attempting to reduce peak demands 64
vi
CONTENTS
Patterns of business activity 64
User profiles 66
The benefits of demand management 66
Relationships with other service management processes 67
Metrics 68
Roles 68
Test questions for Chapter 9 68
10 SERVICE PORTFOLIO MANAGEMENT 69
Introduction and scope 69
Purpose and objectives 70
Service portfolio components 70
Key activities 73
Renewing the portfolio 73
Relationships with other service management processes 73
Test questions for Chapter 10 74
11 DESIGN COORDINATION 75
Introduction and scope 75
Purpose and objectives 75
Basic concepts 76
Activities 76
Challenges 76
Relationships with other service management processes 77
Metrics 77
Roles 77
Test question for Chapter 11 77
12 SERVICE CATALOGUE MANAGEMENT 78
Introduction and scope 78
Purpose and objectives 79
Key activities 79
Relationships with other service management processes 84
Roles 84
Test questions for Chapter 12 84
13 SERVICE LEVEL MANAGEMENT 85
Introduction and scope 85
Purpose and objectives 85
Basic concepts 86
Service level agreements 87
Relationships with other service management processes 92
Metrics 93
Roles 94
Test questions for Chapter 13 94
14 SUPPLIER MANAGEMENT 95
Introduction and scope 95
Purpose and objectives 96
General principles 97
vii
CONTENTS
Categorising suppliers 97
Key activities 98
The supplier and contract management information system (SCMIS) 99
Relationships with other service management processes 99
Roles 100
Test questions for Chapter 14 101
15 CAPACITY MANAGEMENT 102
Introduction and scope 102
Purpose and objectives 103
The capacity plan 103
The three sub-processes of capacity management 104
Relationships with other service management processes 105
Metrics 107
Roles 107
Test questions for Chapter 15 107
16 AVAILABILITY MANAGEMENT 108
Introduction and scope 108
Purpose and objectives 108
Vital business functions 109
How component availability affects service availability 109
Proactive availability management techniques 111
Reactive availability management 111
Relationships with other service management processes 111
Metrics 112
Roles 113
Key performance indicators 114
Test questions for Chapter 16 114
17 IT SERVICE CONTINUITY MANAGEMENT 115
Introduction and scope 115
Purpose and objectives 115
Key activities 116
Relationships with other service management processes 118
Metrics 119
Roles 119
Test questions for Chapter 17 119
18 INFORMATION SECURITY MANAGEMENT AND
ACCESS MANAGEMENT 120
Introduction and scope 120
Purpose and objectives 120
The information security policy 122
The information security management system 122
Access management 122
Facilities management – the control of physical access 123
Relationships with other service management processes 124
Metrics 124
Roles 125
Test questions for Chapter 18 125
viii