This book centers on the ability of an IT organization to deliver and support IT services on a day to day basis, it covers practical guidance on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines:

* Identify key business and management issues in IT Service Management
* Manage the planning and implementation of IT Service Management
* Implement Strategic Change Management and Risk Management
* Handle organizational challenges and assess services
* Prepare for the ITIL Intermediate Qualification: Managing Across the Lifecycle Certification Exam

The ITIL v3 Intermediate Qualification: Managing Across the Lifecycle focuses on the ancillary knowledge required to implement and manage the necessary skills in IT Service Management. This book covers the contents for the final module of the ITIL V3 Intermediate stream and leads to the ITIL Expert Qualification in IT Service Management.

This book is valuable for those who want to achieve the ITIL Intermediate Qualification: Managing Across the Lifecycle Certificate. Required credits from ITIL v2 or v3 qualifications are needed to take the Managing Across the Lifecyle Certification Exam.

Contents:

It Service Management

* The Four Perspectives (attributes) Of Itsm
* Benefits Of Itsm
* Business And It Alignment

What Is Itil®?
* The Service Lifecycle
* Mapping The Concepts Of Itil® To The Service Lifecycle
* How Does The Service Lifecycle Work?
* Specialization & Coordination Across The Service Lifecycle

Common Terminology
* What Are Services?
* Processes & Functions

Principles Of Service Management
* Business Units And Service Units
* Types Of Service Providers
* Agents
* Encapsulation
* Monitoring And Control Of It Service Management

Service Strategy
* Objectives Of Service Strategy
* Benefits Of Service Strategy
* Service Strategy Interfaces With Other Service Lifecycle Phases
* Major Concepts Of Service Strategy
* Service Portfolio Management
* Financial Management
* Demand Management
* Challenges, Critical Success Factors And Risks Of Service Management

Service Design
* Objectives Of Service Design
* Benefits Of Service Design
* Five Major Aspects Of Service Design
* Service Design Interfaces With Other Service Lifecycle Phases
* Service Level Management
* Service Catalogue Management
* Supplier Management
* Availability Management
* Capacity Management
* It Service Continuity Management
* Information Security Management

Service Transition
* Objectives Of Service Transition
* Benefits Of Service Transition
* Interfaces To Other Service Lifecycle Phases
* Transition Planning And Support
* Change Management
* Release And Deployment Management
* Service Validation And Testing
* Service Evaluation
* Service Asset And Configuration Management
* Knowledge Management

Service Operation
* Objectives Of Service Operation
* Benefits Of Service Operation
* Interfaces To Other Service Lifecycle Phases
* Principles Of Service Operation
* Event Management
* Incident Management
* Problem Management
* Request Fulfillment
* Access Management

Itil Functions
* The Service Desk
* Technical Management
* It Operations Management
* Application Management

Continual Service Improvement
* The Continual Service Improvement Model
* Managing Cultural Change
* The Deming Cycle
* Swot Analysis
* Implementing Continual Service Improvement (csi) Processes
* Service Measurement And Reporting

Roles And Responsibilities
* Generic Roles
* Roles Within Service Transition

Technology Considerations
* Selecting Itsm Tools And Supporting Technology
* Knowledge Management Tools

Review Questions

Glossary

Certification
* Itil® Certification Pathways
* Iso/iec 20000 Pathways

Answers To Review Questions