ITIL Service Lifecycle Stream

Transcription

1 ITIL Lifecycle Stream Syllabus at a Glance Strategy Design Transition Operation Continual Improvement Introduction to service strategy Introduction to service design Introduction to service transition Introduction to service operation Introduction to continual service improvement strategy principles design principles transition principles operation principles Continual service improvement principles' strategy processes design processes transition processes operation processes Continual service improvement process Governance design technologyrelated activities Managing people through service transitions Common service operation activities Continual service improvement methods and techniques Organising for service strategy Organising for service design Organising for service transition Organising for service operation Organising for continual service improvement Implementing service strategy Implementation and improvement of service design Implementation and improvement of service transition Implementation of service operation Implementing continual service improvement

2 ITIL Lifecycle Stream Key Processes Strategy Design Transition Operation Continual Improvement Strategy for IT services Design coordination Transition planning and support Event catalogue Change portfolio level asset and configuration Incident Financial for IT services Availability Capacity Release and deployment Seven step improvement Demand Management IT service continuity validation and testing Problem Information security Change evaluation Business relationship Supplier Knowledge Access

3 ITIL Lifecycle Stream Target Audience Strategy Design Transition Operation Continual Improvement Chief information officers Chief technology officers designers designers designers designers designers IT architects

4 ITIL Capability Stream Syllabus at a Glance Offerings and Agreements Release, Configuration and Validation Planning, Protection and Optimisation Operational Support and Analysis Introduction to service offerings and agreements Introduction to release, control and validation Introduction to planning, protection and optimisation Introduction to operation support and analysis portfolio catalogue level Demand Change asset and configuration validation and testing Release and deployment Capacity Availability Management IT service continuity Event Incident Problem Supplier Financial for IT services Business relationship Offerings and agreements roles and responsibilities Change evaluation Knowledge Release, control and validation roles and responsibilities Information security Demand Planning, protection and optimisation roles and responsibilities Access The service desk Functions and roles of OSA

5 ITIL Capability Stream Key Process, Role and Function Areas Offerings and Agreements Release, Configuration and Validation Planning, Protection and Optimisation Operational Support and Analysis portfolio Change Capacity Event Management catalogue level asset and configuration validation and testing Availability Incident Management Problem Management Request Fulfilment Demand Release and deployment IT service continuity Access Management Supplier Financial for IT services Change evaluation Information security Desk Technical IT operations Business relationship Knowledge Demand Application

6 ITIL Capability Stream Target Audience Offerings and Agreements Release, Configuration and Validation Planning, Protection and Optimisation Operational Support and Analysis SOA processes RCV processes PPO Processes OSA processes