ITIL Intermediate Certification Companion Study Guide: Intermediate ITIL Service Capability Exams

896 Pages·2017·6.96 MB·English

by  Helen Morris

®
ITIL
Intermediate
Certification Companion
Study Guide
Intermediate ITIL Service
Capability Exams
Helen Morris
Liz Gallacher
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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.
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.
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 20000 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 20000 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 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 fulfillment,
and incident and problem management. She has compiled detailed service
catalogs.
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.
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 distance-learning courses covering the ITIL
framework. Helen is also a certified ISO/IEC 20000 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
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 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.
Contents
Acknowledgments
About the Authors
Introduction
Interactive Online Learning Environment and Test Bank
How to Contact the Authors
ITIL Capability Intermediate Exam Objectives
Assessment Test
Answers to Assessment Test
Part I Operational Support and Analysis
Chapter 1 Introduction to Operational Support and Analysis
Understanding the Purpose, Objectives, and Value of the
Operational Support and Analysis Processes
The Value Operational Support and Analysis Processes Deliver to
the Business
The Context of Service Operation, the Operational Support and
Analysis Processes, and the Service Lifecycle
Generic Roles and Responsibilities in Service Management
Processes
Service Owner
Process Owner
Process Manager
Process Practitioner
Summary
Exam Essentials
Review Questions
Chapter 2 Incident and Problem Management
Incidents and Problems: Two Key Service Management Concepts
Incident Management