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

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Chapter 17 Organizing for Service Design

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

  • ✓  Use of the RACI matrix
  • ✓  Generic process roles
  • ✓  Specific service design lifecycle roles
  • ✓  Service design process roles and responsibilities for:
    • Design coordination
    • Service catalog management
    • Service level management
    • Availability management
    • Capacity management
    • IT service continuity management
    • Information security management
    • Supplier management

 In this chapter, we explore organizing for service design and the process roles. It is important that you are able to explain and demonstrate understanding of the concepts ...

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