itil master qualification itil elements list
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Document Name: ITIL® Master Elements ListVersion HistoryVersion Date Status
1.0 3/29/2012 Live
Weighting GuidanceWeight Value
3 This element is generally used as the core subject in a Work Package2 This element is typically used together with other elements in a Work Package1 This element is generally used to support the subject of a Work Package
© Official ITIL Accreditor 2012This document must not be reproduced without express permission from The APM Group Ltd.ITIL® is a Registered Trade Mark of the Cabinet OfficeThe Swirl logo™ is a Trade Mark of the Cabinet Office
Candidates should refer to the relevant sections of the Requirements and Scope documentation for full details on how ITIL Elements must be selected for the purposes of the ITIL Master qualification.
Weighting GuidanceWeight Value
This element is generally used as the core subject in a Work PackageThis element is typically used together with other elements in a Work PackageThis element is generally used to support the subject of a Work Package
Candidates should refer to the relevant sections of the Requirements and Scope documentation for full details on how ITIL Elements must be selected for the purposes of the ITIL Master qualification.
Element Weight
The 4 Ps of Strategy 1
Service Providers 2
2
Customers and Services 2
Service Economics 2
Sourcing Strategy 3
Strategy Management for IT Services 2
Defining Services
Service Portfolio Management 3
3
2
Business Relationship Management 3
Financial Management
Demand Management
Governance, Architecture and 1Implementation
1
1
Implementing Service Strategy 2
Challenges, Risks and CSFs 3
Organizing for Service Strategy
Technology Considerations
Supporting concepts
Strategy as a PerspectiveStrategy as a Position
Strategy as a Plan
Provider types
Choosing between typesRelative advantage of incumbancyDefine the market & identify customersUnderstand the customerQuantify the outcomesClassify and visualize the serviceUnderstand the opportunities (market spaces)Define services based on outcomesDefine service models
Define service units and packagesInternal & external customersBusiness units as customersOther organizations as customersIT as an external service providerOutcomesValue
Utility and warrantyStrategies for customer satisfactionReturn on investment (ROI)
Business impact analysisDeciding what to sourceSourcing structuresMulti-vendor sourcingService provider interfacesSourcing governanceService structures in the value network
Purpose and objectives
Scope
Value to businessPolicies, principles and basic conceptsProcess activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksMethods, models, activities and techniquesPurpose and objectivesScope
Value to businessPolicies, principles and basic conceptsProcess activities methods and techniques
Information ManagementCritical success factors and key performance indicatorsChallenges and risksMethods, models, activities and techniquesGovernanceEstablishing and maintaining a service management systemIT service strategy and the businessIT service strategy and enterprise architectureIT service strategy and application developmentImplementing service managemnt processesDefining a vision and mission for implementationService management assessments
Organizational development
Organizational departmentalizationOrganizational designOrganizational cultureFunctionsGeneric structure for IT service providerRolesCompetence and Training
Service AutomationService InterfacesTools for Service Strategy
Implementation through the lifecycleFollowing a lifecycle approach
Aligning Service Assets with customer outcomesImpact of service strategy on other lifecycle stagesContinual improvement of service strategyChallengesRisksCSFs and KPIs
Additional Elements
Variety-based positioningNeeds-based positioningAccess-based positioningDemand-based positioning
Type 1 (internal providers)Type 11 (shared service providers)Type 111 (external service provider)
Classifying services by archetypes and customer assets
Asset based and utility based strategies
Cloud computingService packagesCloud computingSegmentationDesigning & transitioning service packages
Creating valueValue added and value realisedThe Kano model
Pre-program ROIPost program ROIThe business caseNet present value (NPV)Internal rate of return (IRR)Types of cash-flow
Value chainsValue networks
Business strategyIT StrategyITSM Strategy
The Option Space ToolDefineAnalyseApproveCharter
BudgetingIT accountingChargingFundingValueComplience
Supply and demandPatterns of business activity
Customer portfolioCustomer agreement portfolioCustomer satisfactionComplaint handling
The governance framework
Types of service management implementation
Maturity based assessmentsGo / no-goStage 1 - NetworkStage 2 - DirectiveStage 3 - DelegationStage 4 - CoordinationStage 5 - CollaborationDeciding on a structure
Organizational change
RACICompetence and skills frameworkTrainingPreparing for automation
Service analytics and instrumentationCharacteristics of good service interfacesTypes of service technology encountersSelf-service channelsTechnology-mediated service recoverySimulationAnalytical models
Designing service strategyTransitioning service strategyOperating service strategy
Element Weight
Service Design Principles 2
Design Coordination 3
Service Catalogue Management 3
Service Level Management 3
3Availability Management
Information Security Management 3
Supplier Management 3
Requirements Engineering 2
3Management of Data and Information
2
Organizing for Service Design 2
Technology Considerations 1
Implementing Service Design 2
Design Aspects 1
Service Design Models 1
Challenges, Risks and CSFs 3
Management of Applications
Supporting concepts
The 4 Ps of Service Design: people, processes, products, partnersDesigning service solutionsDesigning management information systems and toolsDesigning technology and management architecturesDesigning processesDesigning measurement and metricsService design modelsPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicators
Challenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksDifferent requirement types
Requirements for support
Requirements investigation techniques
Problems with requirements engineeringDocumenting requirementsRequirements and outsourcingManaging data assetsScope of Data ManagementData Management and the Service Lifecycle
Valuing dataClassifying dataSetting data standardsData ownershipData migrationData storageData captureData retrieval and usageData integrity and related issuesThe Application PortfolioApplication frameworksThe need for CASE tools and technologiesDesign of specific applicationsManaging trade-offsTypical design outputsDesign patternsDeveloping individual applicationsConsistent coding conventionsTemplates and code generationEmbedded application instrumentationMajor outputs from developmentOrganizational developmentFunctionsRolesRACICompetence and trainingService Design toolsService Management tools
Business Impact AnalysisService Level RequirementsRisks to services and processesImplementing Service DesignMeasuring Service DesignChallenges, critical success factors and risksDesigning service solutionsDesigning supporting systems, especially the Service PortfolioDesigning technology architechturesDesigning processesDesign of measurement systems and metricsDelivery model optionsDesign and development optionsDesign and development approachesChallengesRisksCSFs and KPIs
Additional Elements
Service Design Package
Design coordination activities
Integration with project managementDesign coordination activities
The business/customer service catalogueThe technical/supporting service catalogue2 and 3 level views
Contracts and agreementsService-based SLAsCustomer-based SLAsMulti-level SLAsDesigning SLA FrameworksService Level AgreementsService Level RequirementsUnderpinning contractsMonitoring and reportingService reviewsReviewing and revising SLAs
MaintainabilityAvailability measurement
Vital business functionsUnavailability analysisExpanded incident lifecycleService failure analysisRequirements definitionDesigning for Availability and RecoveryComponent Failure Impact AnalysisSingle Point of Failure AnalysisFault tree analysisModellingRisk Analysis and ManagementPlanned and Preventative MaintenanceProjected Service Outage document
Balancing costs against resources neededBalancing supply against demandBusiness Capacity ManagementService Capacity ManagementComponent Capacity ManagementUnderpinning activities of Capacity ManagementThreshold management and controlResponse time monitoringTuningDemand Management in Capacity ManagementModelling and trending
Stage 1 - InitiationStage 2 - Requirements and StrategyBusiness Impact AnalysisRisk AnalysisService Continuity StrategyITSCM recovery optionsStage 3 - ImplementationTestingStage 4 - Ongoing Operation
Information Security PolicyRisk assessment in securityInformation Security Management System (ISMS)Security governanceSecurity controlsSecurity framework
Underpinning contracts and agreementsEvaluation of new suppliers and contractsSupplier categorization
Establishing new suppliers and contractsSupplier contract and performance managementFormal reviewsSatisfaction surveys and benefits assessmentContract renewal and termination
Functional RequirementsManagement and operational requirementsUsability requirementsManagement and operational requirementsUsability requirementsInterviewsWorkshopsObservationProtocol AnalysisShadowingScenario analysisPrototypingRequirements Catalogue
Supplier and Contracts Management Information System (SCMIS)
Element Weight
Service Transition Principles 3
Transition Planning and Support 3
Change Management 3
Service Asset and Configuration 3Management
Knowledge Management 3
Managing Communications and 1Commitment
Managing Organization and 2Stakeholder change
Stakeholder Management 1
Organizing for Service Transition 2
Technology Considerations 1
Implementing Service Transition 2
Supporting concepts
Define and implement a formal policyImplementa all changes via service transitionAdopt a common framework and standardsMaximize re-useAlign with business needsEstablish and maintain rellationshipsProvide systems for knowledge transfer and decision supportPlan release packagesPlan metricsPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksRoles and responsibilitiesCommunication during Service TransitionCommunication PlanningMethods of communicationMotivation and the importance of communication
The emotional cycle of changeOrganization, roles and responsibilitiesService Transition's role in organizational changeStrategy and design for managing organizational changePlanning and implementing organizational changeOrganizational change productsAssessing organizational readiness for changeMonitoring progress of organizational changeDealing with the organization and people in sourcing changesMethods, practices and techniques
Stakeholder management strategyStakeholder map and analysisChanges in stakeholder commitment
Service Transition organization structuresService Transition rolesRACI modelsKnowledge Management toolsCollaborationConfiguration Management systemJustifying service transitionDesigning service transitionImpact on existing projectsCultural change aspects
Additional Elements
Service Transition PolicyRelease PolicyTransition StrategyPrepare for Service TransitionPlanning and Coordinating Service TransitionAdviceAdministrationCommunicationProgress monitoring and reporting
PoliciesDesign and planning considerationsTypes of Change RequestChange Process models and workflowStandard changesRemediation planningProcess flowcharts and descriptionsChange Advisory BoardEmergency Changes
Configuration ModelConfiguration ItemsConfiguration Management SystemDefinitive Media Library
Definitive sparesConfiguration BaselineDefinitive sparesConfiguration BaselineConfiguration IdentificationConfiguration ControlStatus accounting and reportingVerification and auditDecommisioning assets
Release unit and release packagesDeployement options and considerationsRelease and deployment modelsPlanningPreparation for build, test and deploymentBuild and testService testing and pilotsPlan and prepare for deploymentPerform transfer, deployment and retirementVerify deploymentEarly life supportReview and close a deploymentReview and close Service Transition
Service Quality and AssurancePoliciesTest StrategyTest modelsValidation and testing perspectivesTesting approaches and techniquesTypes of testing
Understanding the intended effect of change
Understanding the unintended effect of changeEvaluation of performanceEvaluation reports
Data-to-Information-to-Knowledge-to-Wisdom StructureThe Service Knowledge Management System (SKMS)Knowledge Management strategyKnowledge transferData and information management
J.P.Kotters's eight steps to transform your organization
Element Weight
Service Operation Principles 1
Event Management 3
Incident Mangement 3
Request Fulfilment 3
Problem Mangement 3
Technology Considerations 1
2
Challenges, Risks and Critical 2Success Factors
Communication in Service Operation 1
Implementiation of Service Operation
Supporting concepts
Providing business valueAchieveing balance in Service OperationProviding good servicesPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksMonitor Control LoopsThe ITSM Monitor Control LoopDefining what needs to be monitoredInternal and External Monitoring and controlDefining objectives for monitoring and controlTypes of monitoringReporting and actionMonitoring in test environmentsService Operation auditsMeasurement, metrics and KPIsInterfaces to other Service Lifecycle practicesIT Operations
Mainframe managementServer management and supportNetwork managementStorage and archive
Database administrationDirectory Services ManagementDesktop and mobile device supportMiddleware managementImprovement of operational activities
Change ManagementConfiguration ManagementRelease and Deployment ManagementCapcity ManagementAvailability ManagementKnowledge ManagementFinancial ManagementIT Service Continuity ManagementInformation Security Management and Service OperationService Desk
Technical Management
IT Operations Management
Application Management
Service Operation RolesService Operation Organization Structures
Generic requirements
Event ManagementIncident ManagementRequest FulfilmentProblem ManagementAccess ManagementService DeskIT Service Continuity for ITSM Support toolsManaging Change in Service OperationService Operation and Project ManagementAssessing and managing risk in Service OperationOperational staff in Service Design and TransitionPlanning and implementing Service Management technologies
Challenges in Service OperationsRisks in Service operationsService Operations CSFsRoutine operational communicationCommunication between shiftsPerformance reportingCommunication in projectsCommunication related to changesCommunication related to exceptionsCommunication related to emergenciesGlobal communicationCommunication with users and customers
Additional Elements
Types of eventFiltering of eventsInstrumentationEvent detection and alert mechanismsIdentification of thresholdsUse of event rule sets and correlation enginesResponse selection
Incident ModelsMajor IncidentsProcess flowchart and descriptionsIncident prioritization and categorization decisions
Request ModelsMenu selectionProcess flowchart and descriptionsRequest prioritization and categorization decisions
Problem ModelsReactive and proactive Problem ManagementProcess flowchart and descriptionsChronological AnalysisPain Value AnalysisKepner and Tregoe
Brainstorming5-WhysFault isolationAffinity mappingHypothesis testingIshikawa diagramsPareto AnalysisMajor problem reviews
Access requestsIdentitificationProvide rightsRemove or restrict rightsLog and track rightsServices or service groupsDirectory services
Console Management / Operations BridgeJob SchedulingBackup and restorePrint and OutputPolicing and reportingOperational security controlScreening and vettingTraining and awarenessDocumented policies and procedures
Automation of manual tasksReviewing makeshift activities or proceduresOperational auditsCommunicationEducation and training
Service Desk objectivesService Desk organizational structureService Desk staffingService Desk metricsOutsourcing the Service DeskTechnical Management roleTechnical Management objectivesGeneric Technical Management activitiesTechnical Management organizationTechnical Design and Techcnical maintenance and supportTechnical Management metricsTechnical Management documentationIT Operations Management roleIT Operations Management objectivesIT Operations Management organizationGeneric IT Operations Management activitiesIT Operations Management metricsIT Operations Management documentationApplication Management roleApplication Management objectivesApplication Management principlesApplication Management LifecycleGeneric Application Management activitiesApplication Management organizationApplciation Management roles and responsibilitiesApplication Management metricsApplication Management documentation
Organization by technical specializationOrganization by activityOrganizing to manage processesOrganization IT Operations by geographyHybrid organization structures
Self-helpWorkflow or process engineIntergrated configuration management systemDiscovery/deployment/licensing technologyRemote controlDiagnostic utilitiesReportingDashboardsSoftware as a service (SAAS)
LicencesDeploymentCapacity checksTimingTypes of introduction
Element Weight
CSI Principles 2
The Seven Step Improvement Process 2
CSI Methods and Techniques 1
Organizing for CSI 1
Technology Considerations 1
Supporting concepts
CSI ApproachCSI RegisterThe Deming CycleService MeasurementIT GovernanceFrameworks, models, standards and quality systemsPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniques
Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksAssessmentsBenchmarkingService measurementMetricsSWOT analysisReturn on investmentService reportingRoles
Customer engagementRACICompetence and trainingIT Service Management SuitesSystems and network managementEvent managementAutomated incident / problem resolutionKnowledge ManagementRequesting services Performance ManagementApplication and service performance monitoringStatistical analysis toolsSoftware verson controlSoftware test managementSecurity ManagementProject and portfolio management
Financial managementBusiness intellegence / reportingWhere do I start
GovernanceCSI and organizational changeCommunication strategy and planChallenges for CSIRisks for CSICSI CSFs
Additional Elements
Baselines
Step 1 - Identify the strategy for improvementStep 2 - Define what you will measureStep 3 - Gather the dataStep 4 - Process the dataStep 5 - Analyse the information and dataStep 6 - Present and use the informationStep 7 - Implementi improvement
Balanced scorecardTension metrics
Generical service ownerGeneric process ownerGeneric process managerCSI ManagerBusiness relationship manager
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