ITIL in relation to other publications in the Best Management Practice

• Portfolio
• Why is ITIL so successful?

Service management as a practice

• Services and service management
• Basic concepts
• Governance and management systems
• The service lifecycle

Service design principles

• Service design basics
• Service design goals
• Balanced design
• Identifying service requirements
• Identifying and documenting business requirements and drivers
• Design activities
• Design aspects
• The subsequent design activities
• Design constraints
• Service-oriented architecture
• Service design models
• Service design inputs and outputs

Service design processes

• Design coordination
• Service catalogue management
• Service level management
• Availability management
• Capacity management
• IT service continuity management
• Information security management
• Supplier management

Service design technology-related activities

• Requirements engineering
• Management of data and information
• Management of applications

Organizing for service design

• Organizational development
• Functions
• Roles
• Responsibility model – RACI
• Competence and training

Technology considerations

• Service design tools
• Service management tools

Implementing service design

• Business impact analysis
• Service level requirements
• Risks to the services and processes
• Implementing service design
• Measurement of service design

Challenges, risks and critical success factors

• Challenges
• Risks
• Critical success factors and key performance indicators

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