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

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Chapter 13 Service Design Processes: Service Level Management and Availability Management

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

  • ✓  Service level management and availability management are discussed in terms of
    • Purpose
    • Objectives
    • Scope
    • Value
    • Policies
    • Principles and basic concepts
    • Process activities, methods, and techniques
    • Triggers, inputs, outputs, and interfaces
    • Information management
    • Critical success factors and key performance indicators
    • Challenges
    • Risks

 The ITIL service design core volume covers the managerial and supervisory aspects of service design processes. It excludes the day-to-day operation ...

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