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

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Chapter 19 Implementation and Improvement of Service Design

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

  • ✓  The service design issues relating to:
    • Business impact analysis
    • Service level management
    • Risks
  • ✓  The six-stage implementation approach
  • ✓  Measurements of service design

 In this chapter we will explore service design in terms of business impact, service level management, and risks, and you will be required to apply your understanding of these concepts in the exams. You will also be required to understand and analyze the use of the six-stage implementation approach. Lastly, we will look at the measurements ...

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