2. ITIL Service Design: turns the service strategy into a plan for delivering the business objectives
3. ITIL Service Transition: develops and improves capabilities for introducing new services into supported environments
4. ITIL Service Operation: manages services in supported environments
5. ITIL Continual Service Improvement: achieves services incremental and large-scale improvements
Due to the similarity between ITIL v3 of 2007 and ITIL 2011, no bridge examinations for ITIL v3 certification holders were created or made available for ITIL 2011 certification.
Service strategy
The center and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy (SS) volume,[5] provides guidance on clarification and prioritization of service-provider investments in services. More generally, Service Strategy focuses on helping IT organizations improve and develop over the long term. In both cases, Service Strategy relies largely upon a market-driven approach. The Service Strategy lifecycle stage is often considered as the core of the service lifecycle. In Service Strategy stage, the strategic approach for the whole lifecycle is identified to provide values to the customers through IT service management. Key topics covered include service value definition, business-case development, service assets, market analysis, and service provider types. List of covered processes:
• Strategy management for IT Services
• Service portfolio management
• Financial management for IT services
• Demand management
• Business relationship management
For candidates in the ITIL Intermediate Capability stream, the Service Offerings and Agreements (SOA) Qualification course and exam are most closely aligned to the Service Strategy (SS) Qualification course and exam in the Lifecycle stream.
Service Portfolio Management
The customer needs services to achieve their objectives. The service provider should ensure they can provide these services. The purpose of Service Portfolio Management is ensuring these services are offered.