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Key Concepts
7 Rs of change management
Definitive media library
Service knowledge
management system (SKMS)
Service Portfolio
Service
Catalog
Management
Processes
Knowledge management
Transition planning and support
Change management
Service asset and Configuration
management
Release and deployment management
Service validation and testing
Change evaluation
Service Strategy
Objectives
Define perspective, position, plans, and patterns
Determine how value will be created and maintained
Develop organization capabilities required to deliver the strategy
Document and coordinate how service assets are used to deliver services
4
Change management
Service asset and configuration management
Processes
Service portfolio management
Financial management for IT services
Business relationship management
Strategy management for IT services
Demand management
Key Concepts
Utility and warranty
Value creation
Service provider
Patterns of business activity
Risk management
Processes
Design Coordination
Service catalog management
Service level management
Availability management
Capacity management
IT service continuity management
Information security management
Supplier management
Business unit
(internal customer)
Business
outcomes
Service
potential
Performance
potential
Customer assets
Risks
Capabilities
Service
(utility
and
warranty)
Release
build and test
Costs
Release
deployment
Review and
close
Release
deployment
Service assets
Capabilities
Release
deployment
Resources
Resources
Demand
Self
Help
Release
planning
Service
provider (IT)
Idle capacity
Request
Fulfillment
Knowledge management
Access
Management
Request or
Incident?
Problem
Management
Service
Desk
t
en
em
rov
imp
Technical
Management
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4AA1-5489ENW, January 2016, Rev. 3
Service Operation
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Key Concepts
Four Ps
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Service design package
Delivery model options
Service level agreement
Operational level agreement
Underpinning contract
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Objectives
Manage service changes, including:
Risks
Deployments
Knowledge transfer
Expectation setting
Testing and validation
Supplier
Management
IT Service
Continuity
Management
Service Design
Service Transition
Capacity
Management
Service
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