ITIL V3 经理升级考指南V1.0 整理BY SAN

To understand and influence customer demand for service and the provision of capacity to meet these demands by optimizing Demand 27 Management Objective the use of capacity by moving workload to less utilized times, resources and places. Scope: Strategic Level - Analysis of patterns of business activity and user profile Tactical level: differential charging. Activity based Demand Management Demand 28 Management Concepts Patterns of Business Activity User Profile Service Package Service Level Packages SS: Catalogue/Portfolio/FM - Map/Investment/Influence 29 PBA Benefit SO: Allocate/Consolidate SD: Optimize design User Profile based on R&R. 30 UP Each UP can be associated with one or more PBA SLP: Service level; pricing; CSP 31 Service Package LOS: A Service Catalogue is a collection of LOS LOS map to UP Service Mode = Structure (Asset Configuration ) + Dynamics 32 Service Mode (PBA, Demand Pattern, exceptions and variations) Demand Identify PBA; Identify User Profile; Develop differentiated 33 Management offering. Activities Benefit 34 Automation Frame. 35 Management implement, assurance, embed Provide organization theabilitytodesign, develop and implement 36 SS: Goal Service Managementasastrategyassetandtothinkandact in of Risk Framework; Identify; owner, evaluate, level, response, of Adjust / Time / Measure / Power / Knowledge astrategicmanner. 17 / 46

Services to offer and to whom; Resolve conflicting demands; Competing Alternatives; Allocate resource; 37 SS: Objective Service quality; Alternatives to improve service quality Value for Customers; Value to Stakeholder Investment; Financial Viability Ensure proper funding for the delivery and consumption of 38 Goal of FM services. Planning provides financial translation and qualification of expected future demand for IT service. Service Investment 39 Analysis Service Valuation: Direct vs In-direct costs; Labor costs; Variable costs; Variable cost drivers; pricing FM 40 Methods, Service provisioning models and analysis: managed; shared; Models, Activities, utility-based; on-shore/off-shore Technologies Funding Model: Rolling plan funding; trigger-based planning; zero-based funding Business impact analysis Service Strategy Define the market / Develop the Offer Process Activity 41

另外需要特别注意的图表：2.2; 3.2; 3.8; 3.15; 4.11; 4.13; 4.16; 4.17; 4.18; 5.11; 5.17; 5.24; 7.1; 7.3; 7.4; 7.8; 9.3;

18 / 46

9. SERVICE DESIGN

No. 1 Topic Goal fo SD servicefor introduction into thelive environment New or changed service - This core knowledge only Service Management system and tools - General Technology architecture and management systems - General 2 Scope of SD Processes - General Measurement methods and metrics - General STAMP 3 4 Output from SD 4Ps Developed Solution + Service Design Package ( SDP) People; Process; Product/Technology; Partner Policy Strategy Review Outsourcing 5 ISG Topics Plan & Project: Plan Review; Demand Planning; Project Authorization and Prioritization; Project Review Continuity: BC and ITSC Selection of Investment: Project selection, prioritization and 6 ISG Activities planning; Governance; Real business value. ReducedTOC; Improvedqualityof service Improvedconsistencyof service 7 SD benefits Easierimplementationof new or changed service Improve servicealignment MoreeffectandITprocess Improve information anddecision making Details The Main goal of Service Design is thedesignofnew or changed 19 / 46

Ensure consistency and business focus reduce long-term cost high-quality service risk management 8 SD Goals current and future needs continue improvement effective and efficient use of IT resource improvement of overall quality Future requirements business process and unit IT service, agreed business functionality and requirements Identify 9 Requirements Technology ( infrastructure; Environment; Data; Application) OLA Measurement and metrics Legal/security Timescale Impact Analysis: organizational; commercial; technical; contract;SLA Detail 10 Aspects Risk SDP SAC Requirement Alternatives Design service solution SCA 11 Design Process Evaluate alternatives business benefit SLR Balance with IT strategy IT governance 20 / 46

SLR andSLA Design Justification