ITIL Practices II: Service Delivery and Improvement

What you'll learn

• Explain the purpose of the continual improvement practice, run a continual improvement register, prioritize improvements with value and effort and WSJF, and embed improvement and benefit review in every practice.
• Explain the purpose of service level management, distinguish SLAs, OLAs and underpinning contracts, design user-focused service level targets, and calculate downtime budgets and composite availability.
• Combine operational metrics, surveys, business metrics and engagement to report service levels honestly, detect and prevent the watermelon effect, calculate raw and adjusted availability and service credits, and run service reviews.
• Explain the purpose of service configuration management, define configuration items, relationships and service models, design a federated CMDB with authoritative sources, perform impact analysis and audit configuration data.
• Explain the purpose of IT asset management, manage the asset lifecycle, compare options by total cost of ownership, reconcile software entitlements with usage, and manage cloud assets and secure disposal.
• Explain the purpose of release management, separate release from change and deployment, choose release approaches including feature flags and phased rings, and plan release readiness and communication.
• Explain the purpose of deployment management, compare phased, continuous, big bang and pull approaches and blue-green, rolling and canary strategies, size canaries and rolling batches, and plan verification and rollback.
• Explain the purpose of relationship management, analyze stakeholders with a power and interest grid, describe the business relationship manager role, broker priorities, handle complaints and assess relationship health.
• Explain the purpose of supplier management, segment suppliers, select them with weighted criteria and due diligence, structure contracts and commercial models, and track renewal deadlines within procurement and privacy rules.
• Measure supplier performance with scorecards, lead supplier improvement plans, tier supplier risk, read SOC 2 reports critically, apply third-party risk regulation and govern multi-supplier services through SIAM.
• Explain the purpose of information security management, the CIA triad, authentication and non-repudiation, the balance of prevention, detection and correction, and how security is built into every practice and measured.
• Diagnose and improve service delivery across practices for an organization, quantify a business case with baselines and targets, protect critical periods, and answer Foundation-style questions on these practices.