• Key concepts of the service lifecycle o Managing services and service management o The service lifecycle o Service value across the different stages of the service lifecycle o Other key concepts • Communication and stakeholder management o Co-ordination of business relationship management across the service lifecycle, and the role of business relationship management in communication o Stakeholder management and communication o The value of good communication and ensuring its flow across the service lifecycle • Integrating service management processes across the service lifecycle o The integration of service management processes through the service lifecycle o The impact of service strategy on other service lifecycle stages o The value of a service lifecycle perspective when designing service solutions o The inputs and outputs of processes and stages in the service lifecycle o The value to business and the interfaces of all processes in the ITIL service lifecycle. • Managing services across the service lifecycle o Identification and assessment of customer and stakeholder needs and requirements across all service lifecycle stages, and ensuring appropriate priority is given to them o How the service design package provides a link between service design, service transition and service operation o Managing cross-lifecycle processes to ensure appropriate impact and involvement at all required service lifecycle stages o Implementing and improving services, using key sources of information for identifying the need for improvement o The challenges, critical success factors and risks of the service lifecycle stages, and potential conflicts and competing issues across the service lifecycle • Governance and organization o Governance o Organizational structure, skills and competence o Service provider types and service strategies • Measurement o Measuring and demonstrating business value o Determining and using metrics o Design and development of measurement frameworks and methods o Monitoring and control systems o Use of event management tools to increase visibility of the infrastructure and IT service delivery • Implementing and improving service management capability o Implementing service management o Assessing service management o Improving service management o Key considerations for the implementation and improvement of both the service management practice and the services themselves o Key considerations when planning and implementing service management technologies
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