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Service Transition, Transition Planning and Support in ITIL, ITIL Course

Transition Planning and Support in ITIL, ITIL Course Service Transition Transition Planning and Support Introduction The purpose of the transition planning and support process is to provide overall planning for service transitions and to coordinate the resources that they require. The Objectives are: • Plan and coordinate the resources to ensure that the requirements of service strategy encoded in service design are effectively realized in service operation. • Coordinate activities across projects, suppliers and service teams where required. • Establish new or changed services into supported environments within the predicted cost, quality and time estimates. • Establish new or modified management information systems and tools, technology and management architectures, service management processes, and measurement methods and metric…

Service Transition Process Overview in ITIL, ITIL Course

Service Transition Process Overview in ITIL, ITIL Course Service Transition Process Overview Introduction Processes within Service Transition are mostly contained within the Service Transition phase but there are also processes used throughout the Service lifecycle. Processes Processes carriedout in Service Transition are: • Transition Planning and Support: Assiston handling high volumes of change and releases. • Change Management: Responds to changing customer requirements and Requests for Change. • Service Asset and Configuration Management: Manage service assets and configuration items. • Release and Deployment Management: Provide a holistic approach to the release of changedor new services. • Service Testing and Validation: Testing and validatin…

Service Transition Introduction in ITIL, ITIL Course

Service Transition Introduction in ITIL, ITIL Course Service Transition Introduction Introduction Overview Service Transition receives input on the basis of service strategies and designs set by the Service Strategy and Service Design lifecycles before the services can be transitioned to the Service Operation lifecycle. Service Transition helps to introduce new or changed services smoothly whilst controlling risks. Many critical processes are involved in this phase. Purpose and Objectives An effective Service Transition meets business needs, costs and efficiency while maintaining minimal risk and maximum optimization. The purpose of the service transition stage of the service lifecycle is to ensure that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle. The objectives of ServiceTransition are: …

Service Design, Supplier Management in ITIL, ITIL Course

Service Design, Supplier Management in ITIL, ITIL Course Service Design Supplier Management Introduction Supplier Management aligns with corporate requirements and other IT and Service Management processes. Objectives The purpose of Supplier Management is to obtain value for money from suppliers and ensure suppliersperform according to the contracts and agreements. Objectives of Supplier Management are: • Obtain value for money from supplier and contracts. • Ensure that underpinning contracts and agreements with suppliers are aligned to business needs, support, targetsin SLRs and SLAs. • Manage relationships with suppliers. • Manage supplier performance. • Provide assistance in managing,negotiating and agreeingon the contracts with suppliers. • Maintain a supplier policy and a supporting Supplier and Contract Database (SCD). Supplier Management managesthe contract lifecyc…

Service Design, Information Security management in ITIL, ITIL Course

Service Design, Information Security management in ITIL, ITIL Course Service Design Information Security management Introduction Availability is for those who are granted access to the information. This information should be secure and protected to maintain authenticity. Purpose and Objectives The purpose of Information Security Management is to align IT security with business security and ensure that information security is effectively managed in all service and IT Service Management activities. Information Security Management (ISM) ensures that: • an Information Security Policy is implemented, maintained and enforced that fulfills the needs of the Business Security policy and the requirements of corporate governance. • awareness of the need for security within all IT services and assets is properly raised. • the Information Security Policy is appropriate for the needs of the organiz…

Service Design, IT Service Continuity Management in ITIL, ITIL Course

Service Design, IT Service Continuity Management in ITIL, ITIL Course Service Design IT Service Continuity Management Introduction The IT Service Continuity Management process ensures that the required IT facilities can be recovered after a disaster within the required and agreed business time scales. Purpose The purpose of IT Service Continuity Management (ITSCM)is to support the overall Business Continuity Management process by ensuring that the required IT infrastructure and the IT service provision can be recovered within required and agreed upon business timeframes. It plays a role in raising awareness of continuity and recovery requirements, and to justify and implement Business Continuity Management process and Business Continuity Plans. Objectives Objectives of IT Service Continuity Management (ITSCM) are: • Maintain a set of IT Service Continuity Plan and …

Service Design, Availability Management in ITIL, ITIL Course

Availability Management in ITIL, ITIL Course Service Design Availability Management Introduction The Availability Management process ensures that IT services consistently deliver the required level of availability. Purpose Availability Management is a process that ensures the availability of systems and services matches evolving agreedneeds of the business. Availability Management also ensures IT delivers the right levels of service availability. The purpose of Availability Management is to optimize the capability of the IT infrastructure and to support the organization by delivering a cost-effective and sustained level of availability that enables the business to satisfy its objectives. Objectives The objectives of Availability Management are to: • Produce and maintain an appropriate and updated Availability Plan. • Provide advice and guidance to all other areas of the business. • …

Service Design, Capacity Management in ITIL, ITIL Course

Capacity Management in ITIL, ITIL Course Service Design Capacity Management Purpose and Objectives Capacity Managementensures cost justifiable IT capacity exists to meet current and future business needs. Capacity Management also ensures that there is adequate IT capacity to performIT activities and processes, and available capacityis optimized. The purpose of CapacityManagement is to ensure the current and futurecapacity and performance demands of customer regarding IT service provision are delivered against justifiable costs. Objectives ofCapacity Management include the following: • Produce and maintain appropriate and updated Capacity Plan. • Provide advice and guidance on all capacity- and performance-related issues. • Ensure serviceperformance meet or exceed agreed targets. • Assist with diagnosis and resolution of performance- and capacity-related incidents and problems. • …

Service Design, Service Catalog Management in ITIL, ITIL Course

Service Design, Service Catalog Management in ITIL, ITIL Course Service Design, Service Catalog Management in ITIL, ITIL Course Service Design Service Catalog Management Introduction An IT organization should prepare a service catalog that is made accessible to both internal and external parties. Any changes made to an agreed service will be reflected in the service catalog as updated information. A Service Catalog is also used as a reference material to ensure that services given and received comply with what has been agreed in the Service Strategy phase. Purpose and Objectives The purpose of the service catalog managementprocess is to provide and maintain a single sourceof consistent information on all operational services and thosebeing prepared to be run operationally, and to ensure that it is widely available to those who are authorized to access it. The objectives of ServiceCatalog Management include t…

Service Design, Service Level Management in ITIL, ITIL Course

Service Level Management in ITIL, ITIL Course Service Design Service Level Management Introduction The Service Level Managementprocess improves business aligned IT service quality and instigate actions to eliminatepoor service. Purpose and Objectives Service Level Management is responsible forensuring that goals and objectivesof the Service Strategy,Service Design and Service Operation meet internal as well as external targets. The purpose of the SLM processis to ensure that all current and planned IT services are delivered to agreed achievable targets. This is accomplished through a constant cycle of negotiating, agreeing, monitoring, reporting on and reviewing IT service targets and achievements, and through instigation of actions to correct or improve the level of service delivered. The objectives of ServiceLevel Managementare to: • Define, document, agree, monitor,measure, report and review the level of IT serv…

Service Design, Design Coordination in ITIL, ITIL Course

Service Design, Design Coordination in ITIL, ITIL Course Service Design Design Coordination Introduction The activities of the service design stage are detailed and complex. Only through well-coordinated action can a service provider hope to create comprehensive and appropriate designs that will support the achievement of the required business outcomes. Purpose and objectives The purpose of the design coordination process is to ensure the goals and objectives of the service design stage are met by providing and maintaining a single point of coordination and control for all activities and processes within this stage of the service lifecycle. The objectives of the design coordination process are: • Ensure the consistent design of appropriate services, service management information syst…

Service Design, Introduction in ITIL, ITIL Course

Service Design, Introduction in ITIL, ITIL Course Service Design Introduction Overview Service Design is the service lifecycle phase that is responsible for designing appropriate, comprehensive and innovativeIT services. Service Design is the phase in the lifecycle following Service Strategy. In this perspective, Service Design has to meet the objectives of Service Strategy and apply the strategies into the design. Purpose The purpose of the service design stage of the lifecycle is to design IT services, together with the governing IT practices, processesand policies to realize the service provider's strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost- effective service provision. Objectives Objectives of Service Design include the following: • Design services to deliver more effective and ef…

Service Design, INDEX Content in ITIL, ITIL Course

Service Design, INDEX Content in ITIL, ITIL Course Service Design Objective: The objective of ITIL Service Design is to design new IT services. The scope of the Service Design lifecycle stage includes the design of new services, as well as changes and improvements to existing ones. Part of: IT Service Management | ITIL processes Introduction Design Coordination Service Level Management Service Catalog Management Capacity Management Availability Management IT Service Continuity Management …

Service Strategy, Index content in ITIL, ITIL Course

Service Strategy, Index content in ITIL, ITIL Course Service Strategy Objective: The objective of ITIL Service Strategy is to decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy lifecycle stage determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner. Part of: IT Service Management | ITIL processes Introduction Service Strategy Process Service Portfolio Management Demand Management (adsbygoogle = window.adsbygoogle || []).push({}); …

Service Strategy, Business Relationship Management in ITIL, ITIL Course

Service Strategy, Business Relationship Management in ITIL, ITIL Course Service Strategy Business Relationship Management Purpose The purpose of the businessrelationship managementprocess is two-fold: • To establish and maintain a business relationship between the service provider and the customer based on understanding the customer and its business needs. • To identify customer needs and ensure that the service provider is able to meet those needs as business needs change over time and between circumstances. Business relationship management ensures that the service provider understands these changing needs. Business relationship management also assists the business in articulatingthe value of a service. Objectives The objectives of business relationship management include: • Ensure high levels of customer satisfaction, indicating that the service provider is …

Service Strategy, Financial Management in ITIL, ITIL Course

Service Strategy, Financial Management in ITIL, ITIL Course Service Strategy Financial Management The Financial Management process provides cost effective management and control ofIT assets and financial resources used in providing IT services. Purpose The purpose of financial management for IT services is to secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organization. Objectives Financial Management generates meaningful critical performance data. Most importantly,this gives an organization insight in the cost of IT, and the cost of a specific service. This insight will help in determining investments and possible chargeback models. Financial Management deals with budgeting, planning, revenues, cost and market analysis. This helps in quantifying the value of IT services and value of service provisioning assets. Scope Financial management consists of…

Service Strategy, Demand Management in ITIL, ITIL Course

Service Strategy, Demand Management in ITIL, ITIL Course Service Strategy Demand Management Purpose and Objectives The purpose of Demand Management is to assist the IT Service Provider in understanding and influencing customer demand for services, and the provision of capacity to meet these demands. (adsbygoogle = window.adsbygoogle || []).push({}); Objectives Demand Management aims at minimizing uncertainty in demand to avoid excess capacity. Demand Managementsupports Capacity Management by providing reliable planning data. It also tries to understandand possibly influence end-user behavior with regard toservice usage. Demand Managementavoids unused excess capacity and insufficient capacity. Key Concepts Patterns of Business Activity (PBA’s) Customer assets such as people, processes and applications all performbusiness activities, and because of the way these assets areorganized or…

Service Strategy, Service Portfolio Management in ITIL, ITIL Course

Service Strategy, Service Portfolio Management in ITIL, ITIL Course Service Strategy Service Portfolio Management Purpose Service Portfolio Management (SPM) prioritizes investments and improves the allocation of resources. The purpose of service portfolio management is to ensure that the service provider has the right mix of services to balance the investmentin IT with the ability to meet business outcomes. The Service Portfolio represents the commitments and investments made by a Service Provider across all customers and marketplaces. The Service Portfolio aims to answer the following questions: • Why should a customer buy these services? • Why should they buy these services from our IT organization? • What is the pricing and chargeback model? • How should the IT organization’s resources and capabilities be allocated? Objectives The objectives of service portfolio…

Service Strategy, Service Strategy Process in ITIL, ITIL Course

Service Strategy, Service Strategy Process in ITIL, ITIL Course ServiceStrategy Service Strategy Process Main Activities The Service Strategy Process clearly defines the steps that should be taken before execution to minimize potential risks. Explanation of activities: • Define the market – to understand the customers and the opportunities • Develop offerings– to define which services should be offered • Develop strategic assets – to offer superior value throughservices • Prepare for execution– to specify the Service Portfolio and the requirements for other lifecycles, namely Service Design, Service Transition and Service Operation Service Managementas a Strategic Asset Strategic assets are a set of distinct capabilities in offering superior value to customers throughservices and provide the basis for: • Distinctive performance • Core competence • Quali…

Service Strategy Introduction in ITIL – ITIL Course

Service Strategy Introduction A strategy outlines the future potentialof investment and defines the outcomes. It is made to answer the Who, Why, What, Where, When and How questions. A strategy is deemed successful when the IT organization understands how to provide value to their customer and how to differentiate themselves from competitors. Core, enablingand enhancing services Core services deliver the basic outcomesdesired by one or more customers. They represent the value that the customer wants and for which they are willing to pay. Core services anchor the value proposition for the customer and provide the basis for their continued utilization and satisfaction. Enabling services are services that are needed in order for a core service to be delivered. Enabling services may or may not be visible to the customer, but the customer does not perceive them as services in their own right. They are ‘basic factors’ which enable the customerto rec…

What are the ITIL®, Processes and Functions?, ITIL course

What are the ITIL®, Processes and Functions?, ITIL course What are the ITIL® Processes and Functions? ITIL course ITIL® Processes and Functions Within ITIL®, the processes are distributed over the five books: • Service Strategy: Envisioning and conceptualizing the set of services that help achieve business goals • Service Design: Designing the services with utility and warranty objectives in mind • Service Transition: Moving services into the live production environment • Service Operation: Managing services on an ongoing basis to ensure their utility and warranty objectives are achieved • Continual Service Improvement: Evaluating services and identifying ways to improve their utility and warranty in support of business objectives (adsbygoogle = window.adsbygoogle || []).push({}); Find everything you need. Search Product, Service, Properties and items on a single site ShareMeBook. Service Lifecycle – Decisi…