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ITIL Intermediate Certification Companion Study Guide by Liz Gallacher, Helen Morris

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Chapter 3 Service Strategy Processes: Part 1

THE FOLLOWING ITIL INTERMEDIATE EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • ✓  The managerial and supervisory aspects of each of the service strategy processes. The processes examined include
    • Strategy management for IT services
    • Service portfolio management
    • Financial management for IT services
  • ✓  Each process is discussed in terms of
    • Purpose
    • Objectives
    • Scope
    • Value
    • Policies
    • Principles and basic concepts
    • Process activities, methods, and techniques
    • Triggers, inputs, outputs, and interfaces
    • Critical success factors and key performance indicators
    • Challenges
    • Risks

 This chapter covers the managerial ...

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