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[PDF] [2009] ITIL V3 Foundation Complete Certification Kit, 2009 Edition Study Guide Book

[PDF] [2009] ITIL V3 Foundation Complete Certification Kit, 2009 Edition Study Guide Book

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Published by: suemwinza on Jun 28, 2011
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• Continual Service Improvement (CSI) will provide the coordination and analysis of the quality,
performance and customer satisfaction of the IT organization, including the processes utilized
and services provided.
• Integration with CSI will also provide the identification of potential improvement actions that
can be made to elements of Service Strategy.

Service Design
Service Design

Service Transition
Service Transition

Service Operation
Service Operation

Continual Service

Continual Service

Service Strategy
Service Strategy

IT Budgets: Strategic Objectives, Service Portfolios:
Patterns of Business Activity (PBA)

Service Validation Criteria, Cost Units, Priorities & Risks of
IT Services, Requirements Portfolio

Service Models for support, Service Portfolios, Demand
Management Strategies, IT Budgets

Nominated budgets for delivering and supporting services
Process metrics and KPIs, Service Portfolios

Figure 4.L – Some Service Strategy outputs to other lifecycle phases.

ITIL® V3 Foundation Complete Certification Kit: 2009 Edition


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