Passing your ITIL Foundation Exam
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LIST OF FIGURES
FIGURES The ITIL qualification scheme Figure 5.3 Service level agreement monitoring (SLAM) chart 69
Figure 1.1 Figure 2.1 3 Figure 5.4 70
Internal, external and The service level management process
supporting services 13 Figure 5.5 Supplier categorization 74
Figure 2.2 Service packages can contain other Figure 5.6 Overview of Chapter 5 84
service packages 15 Figure 6.1 The scope of service transition 90
Figure 2.3 Value is created from service utilities Figure 6.2 Architectural layers of the
and warranties 16 configuration management system 94
Figure 2.4 Service composition 19 Figure 6.3 The relationship between the
Figure 2.5 Service management is the act of definitive media library and the CMS 97
transforming resources into Figure 6.4 Example of a process flow for a
valuable services 20 normal change 101
Figure 2.6 Process model 23 Figure 6.5 Phases of release and
Figure 2.7 Overview of Chapter 2 29 deployment management 105
Figure 3.1 The ITIL service lifecycle 34 Figure 6.6 The flow from data to wisdom 107
Figure 3.2 Overview of Chapter 3 37 Figure 6.7 Relationship of the CMDB, the CMS and the SKMS 108
Figure 4.1 Components of value How customers perceive value 43 Figure 6.8 Overview of Chapter 6 109
Figure 4.2 44
Figure 4.3 The service portfolio 46 Figure 7.1 Example of calculation of priority based on impact and urgency 118
Figure 4.4 A two-view service catalogue 48 Figure 7.2 Incident management process flow 120
Figure 4.5 A three-view service catalogue 49 Figure 7.3 Multi-level incident categorization 121
Figure 4.6 Risk assessment and management 51 Figure 7.4 Problem management process flow 126
Figure 4.7 Overview of Chapter 4 57 Figure 7.5 Local service desk 131
Figure 5.1 The four Ps 62 Figure 7.6 Centralized service desk 132
Figure 5.2 Multi-level SLAs 68 Figure 7.7 • Virtual service desk 133
Figure 7.8 Overview of Chapter 7 137 TABLES
Figure 8.1 Plan-Do-Check-Act cycle 143 Table 2.1 Examples of core, enabling and
Figure 8.2 Continual service enhancing services 14
improvement approach 144 Tabie 2.2 Examples of capabilities
Figure 8.3 From vision to measurements 146 and resources 17
Figure 8.4 The seven-step improvement process 149 Table 2.3 An example of a simple RACI matrix 26
Figure 8.5 Overview of Chapter 8 151 Table 4.1 Example of a business case structure 50
Figure 9.1 Five modes of interaction using Table 4.2 Differences between business
service technology 156 relationship management and service level management 55
Figure 9.2 Overview of Chapter 9 158 Table 7.1 Application development versus
Figure 10.1 Integration across the service lifecycle 162 application management 135
Figure 10.2 Monitoring and control across the
service lifecycle 163
