Document Name: Version History Version 1.

ITIL Master Elements List Date Status

3/29/2012 Live

Weighting Guidance Weight Value 3 This element is generally used as the core subject in a Work Package 2 This element is typically used together with other elements in a Work Package 1 This element is generally used to support the subject of a Work Package Candidates should refer to the relevant sections of the Requirements and Scope documentation for full details on how ITIL Elements must be selected for the purposes of the ITIL Master qualification.
Official ITIL Accreditor 2012 This document must not be reproduced without express permission from The APM Group Ltd. ITIL is a Registered Trade Mark of the Cabinet Office The Swirl logo is a Trade Mark of the Cabinet Office

ckage

ion for full details on how ITIL cation.

Element
The 4 Ps of Strategy

Weight
1

Service Providers

Defining Services

Customers and Services

Service Economics

Sourcing Strategy

Strategy Management for IT Services

Service Portfolio Management

Financial Management

Demand Management

Business Relationship Management

Governance, Architecture and Implementation

Organizing for Service Strategy

Technology Considerations

Implementing Service Strategy

Challenges, Risks and CSFs

Supporting concepts
Strategy as a Perspective Strategy as a Position

Strategy as a Plan Provider types

Choosing between types Relative advantage of incumbancy Define the market & identify customers Understand the customer Quantify the outcomes Classify and visualize the service Understand the opportunities (market spaces) Define services based on outcomes Define service models

Define service units and packages Internal & external customers Business units as customers Other organizations as customers IT as an external service provider Outcomes Value

Utility and warranty Strategies for customer satisfaction Return on investment (ROI)

Business impact analysis Deciding what to source Sourcing structures Multi-vendor sourcing Service provider interfaces Sourcing governance Service structures in the value network

Purpose and objectives Scope

Value to business Policies, principles and basic concepts Process activities methods and techniques Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts Process activities methods and techniques

Triggers, inputs, outputs and interfaces

Information Management Critical success factors and key performance indicators Challenges and risks Methods, models, activities and techniques Purpose and objectives Scope Value to business Policies, principles and basic concepts Process activities methods and techniques

Information Management Critical success factors and key performance indicators Challenges and risks Methods, models, activities and techniques Governance Establishing and maintaining a service management system IT service strategy and the business IT service strategy and enterprise architecture IT service strategy and application development Implementing service managemnt processes Defining a vision and mission for implementation Service management assessments Organizational development

Organizational departmentalization Organizational design Organizational culture Functions Generic structure for IT service provider Roles Competence and Training Service Automation Service Interfaces Tools for Service Strategy

Implementation through the lifecycle Following a lifecycle approach

Aligning Service Assets with customer outcomes Impact of service strategy on other lifecycle stages Continual improvement of service strategy Challenges Risks CSFs and KPIs

Additional Elements
Variety-based positioning Needs-based positioning Access-based positioning Demand-based positioning

Type 1 (internal providers) Type 11 (shared service providers) Type 111 (external service provider)

Classifying services by archetypes and customer assets

Asset based and utility based strategies

Cloud computing Service packages Cloud computing Segmentation Designing & transitioning service packages

Creating value Value added and value realised The Kano model

Pre-program ROI Post program ROI The business case Net present value (NPV) Internal rate of return (IRR) Types of cash-flow

Value chains

Value networks Business strategy IT Strategy ITSM Strategy

The Option Space Tool Define Analyse Approve Charter

Budgeting IT accounting Charging Funding Value Complience

Supply and demand Patterns of business activity

Customer portfolio Customer agreement portfolio Customer satisfaction Complaint handling

The governance framework

Types of service management implementation Maturity based assessments Go / no-go Stage 1 - Network Stage 2 - Directive Stage 3 - Delegation Stage 4 - Coordination Stage 5 - Collaboration Deciding on a structure Organizational change

RACI Competence and skills framework Training Preparing for automation Service analytics and instrumentation Characteristics of good service interfaces Types of service technology encounters Self-service channels Technology-mediated service recovery Simulation Analytical models

Designing service strategy Transitioning service strategy Operating service strategy

Element
Service Design Principles

Weight 2

Design Coordination

Service Catalogue Management

Service Level Management

Availability Management

Capacity Management

IT Service Continuity Management

Information Security Management

Supplier Management

Requirements Engineering

Management of Data and Information

Management of Applications

Organizing for Service Design

Technology Considerations

Implementing Service Design

Design Aspects

Service Design Models

Challenges, Risks and CSFs

Supporting concepts
The 4 Ps of Service Design: people, processes, products, partners Designing service solutions Designing management information systems and tools Designing technology and management architectures Designing processes Designing measurement and metrics Service design models Purpose and objectives Scope Value to business Policies, principles and basic concepts Process activities methods and techniques Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts

Process activities methods and techniques Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business

Policies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts

Process activities methods and techniques Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Different requirement types

Requirements for support Requirements investigation techniques

Problems with requirements engineering Documenting requirements Requirements and outsourcing Managing data assets Scope of Data Management Data Management and the Service Lifecycle Valuing data Classifying data Setting data standards Data ownership Data migration Data storage Data capture Data retrieval and usage Data integrity and related issues The Application Portfolio Application frameworks The need for CASE tools and technologies Design of specific applications Managing trade-offs Typical design outputs Design patterns Developing individual applications Consistent coding conventions Templates and code generation Embedded application instrumentation Major outputs from development Organizational development Functions Roles RACI Competence and training Service Design tools Service Management tools

Business Impact Analysis Service Level Requirements Risks to services and processes Implementing Service Design Measuring Service Design Challenges, critical success factors and risks

Designing service solutions Designing supporting systems, especially the Service Portfolio Designing technology architechtures Designing processes Design of measurement systems and metrics Delivery model options Design and development options Design and development approaches Challenges Risks CSFs and KPIs

Additional Elements
Service Design Package

Design coordination activities Integration with project management Design coordination activities

The business/customer service catalogue The technical/supporting service catalogue 2 and 3 level views

Contracts and agreements Service-based SLAs Customer-based SLAs Multi-level SLAs Designing SLA Frameworks Service Level Agreements Service Level Requirements Underpinning contracts Monitoring and reporting Service reviews Reviewing and revising SLAs

Maintainability Availability measurement Vital business functions Unavailability analysis Expanded incident lifecycle Service failure analysis Requirements definition Designing for Availability and Recovery Component Failure Impact Analysis Single Point of Failure Analysis Fault tree analysis Modelling Risk Analysis and Management Planned and Preventative Maintenance Projected Service Outage document

Balancing costs against resources needed Balancing supply against demand Business Capacity Management Service Capacity Management Component Capacity Management Underpinning activities of Capacity Management Threshold management and control Response time monitoring Tuning Demand Management in Capacity Management Modelling and trending

Stage 1 - Initiation Stage 2 - Requirements and Strategy Business Impact Analysis Risk Analysis Service Continuity Strategy ITSCM recovery options

Stage 3 - Implementation Testing Stage 4 - Ongoing Operation

Information Security Policy Risk assessment in security Information Security Management System (ISMS) Security governance Security controls Security framework

Underpinning contracts and agreements Evaluation of new suppliers and contracts Supplier categorization Supplier and Contracts Management Information System (SCMIS) Establishing new suppliers and contracts Supplier contract and performance management Formal reviews Satisfaction surveys and benefits assessment Contract renewal and termination

Functional Requirements Management and operational requirements Usability requirements Management and operational requirements Usability requirements Interviews Workshops Observation Protocol Analysis

Shadowing Scenario analysis Prototyping Requirements Catalogue

Defining tool requirements Tool selection Implemetation considerations Evaluation process and criteria

Element
Service Transition Principles

Weight
3

Transition Planning and Support

Change Management

Service Asset and Configuration Management

Release and Deployment Management

Service Validation and Testing

Change Evaluation

Knowledge Management

Managing Communications and Commitment

Managing Organization and Stakeholder change

Stakeholder Management

Organizing for Service Transition

Technology Considerations

Implementing Service Transition

Supporting concepts
Define and implement a formal policy Implementa all changes via service transition Adopt a common framework and standards Maximize re-use Align with business needs Establish and maintain rellationships Provide systems for knowledge transfer and decision support Plan release packages Plan metrics Purpose and objectives Scope Value to business Policies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts

Process activities methods and techniques Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management

Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts Process activities methods and techniques Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts

Process activities methods and techniques Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Roles and responsibilities Communication during Service Transition Communication Planning Methods of communication Motivation and the importance of communication The emotional cycle of change Organization, roles and responsibilities Service Transition's role in organizational change Strategy and design for managing organizational change Planning and implementing organizational change Organizational change products Assessing organizational readiness for change Monitoring progress of organizational change Dealing with the organization and people in sourcing changes Methods, practices and techniques Stakeholder management strategy Stakeholder map and analysis Changes in stakeholder commitment

Service Transition organization structures Service Transition roles RACI models Knowledge Management tools Collaboration Configuration Management system Justifying service transition Designing service transition Impact on existing projects Cultural change aspects Understanding Risk and value An integrated approach Implementing in a virtual or cloud environment

Additional Elements

Service Transition Policy Release Policy Transition Strategy Prepare for Service Transition Planning and Coordinating Service Transition Advice Administration Communication Progress monitoring and reporting

Policies Design and planning considerations Types of Change Request Change Process models and workflow Standard changes Remediation planning Process flowcharts and descriptions Change Advisory Board Emergency Changes

Configuration Model Configuration Items

Configuration Management System Definitive Media Library Definitive spares Configuration Baseline Definitive spares Configuration Baseline Configuration Identification Configuration Control Status accounting and reporting Verification and audit Decommisioning assets

Release unit and release packages Deployement options and considerations Release and deployment models Planning Preparation for build, test and deployment Build and test Service testing and pilots Plan and prepare for deployment Perform transfer, deployment and retirement Verify deployment Early life support Review and close a deployment Review and close Service Transition

Service Quality and Assurance Policies Test Strategy Test models Validation and testing perspectives Testing approaches and techniques Types of testing

Understanding the intended effect of change Understanding the unintended effect of change Evaluation of performance Evaluation reports

Data-to-Information-to-Knowledge-to-Wisdom Structure The Service Knowledge Management System (SKMS) Knowledge Management strategy Knowledge transfer Data and information management

J.P.Kotters's eight steps to transform your organization

Element
Service Operation Principles

Weight
1

Event Management

Incident Mangement

Request Fulfilment

Problem Mangement

Access Management

Monitoring and Control

Common Operation Activities

Operational Activities of processes in other Lifecycle phases

Organizing for Service Operation

Technology Considerations

Implementiation of Service Operation

Challenges, Risks and Critical Success Factors Communication in Service Operation

Supporting concepts
Providing business value Achieveing balance in Service Operation Providing good services Purpose and objectives Scope Value to business Policies, principles and basic concepts

Process activities methods and techniques Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts Process activities methods and techniques Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts Process activities methods and techniques Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Purpose and objectives Scope Value to business Policies, principles and basic concepts Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Monitor Control Loops The ITSM Monitor Control Loop Defining what needs to be monitored Internal and External Monitoring and control Defining objectives for monitoring and control Types of monitoring Reporting and action Monitoring in test environments Service Operation audits Measurement, metrics and KPIs Interfaces to other Service Lifecycle practices IT Operations

Mainframe management Server management and support Network management Storage and archive Database administration Directory Services Management Desktop and mobile device support Middleware management Improvement of operational activities

Change Management Configuration Management Release and Deployment Management Capcity Management Availability Management Knowledge Management Financial Management IT Service Continuity Management Information Security Management and Service Operation Service Desk

Technical Management

IT Operations Management

Application Management

Service Operation Roles Service Operation Organization Structures

Generic requirements

Event Management Incident Management Request Fulfilment Problem Management Access Management Service Desk IT Service Continuity for ITSM Support tools Managing Change in Service Operation Service Operation and Project Management Assessing and managing risk in Service Operation Operational staff in Service Design and Transition Planning and implementing Service Management technologies

Challenges in Service Operations Risks in Service operations Service Operations CSFs Routine operational communication Communication between shifts Performance reporting Communication in projects Communication related to changes Communication related to exceptions Communication related to emergencies Global communication Communication with users and customers

Additional Elements

Types of event Filtering of events Instrumentation Event detection and alert mechanisms Identification of thresholds Use of event rule sets and correlation engines Response selection

Incident Models Major Incidents Process flowchart and descriptions Incident prioritization and categorization decisions

Request Models Menu selection Process flowchart and descriptions Request prioritization and categorization decisions

Problem Models Reactive and proactive Problem Management Process flowchart and descriptions Chronological Analysis

Pain Value Analysis Kepner and Tregoe Brainstorming 5-Whys Fault isolation Affinity mapping Hypothesis testing Ishikawa diagrams Pareto Analysis Major problem reviews

Access requests Identitification Provide rights Remove or restrict rights Log and track rights Services or service groups Directory services

Console Management / Operations Bridge Job Scheduling Backup and restore Print and Output Policing and reporting Operational security control Screening and vetting

Training and awareness Documented policies and procedures

Automation of manual tasks Reviewing makeshift activities or procedures Operational audits Communication Education and training

Service Desk objectives Service Desk organizational structure Service Desk staffing Service Desk metrics Outsourcing the Service Desk Technical Management role Technical Management objectives Generic Technical Management activities Technical Management organization Technical Design and Techcnical maintenance and support Technical Management metrics Technical Management documentation IT Operations Management role IT Operations Management objectives IT Operations Management organization Generic IT Operations Management activities IT Operations Management metrics IT Operations Management documentation Application Management role Application Management objectives Application Management principles Application Management Lifecycle Generic Application Management activities

Application Management organization Applciation Management roles and responsibilities Application Management metrics Application Management documentation Organization by technical specialization Organization by activity Organizing to manage processes Organization IT Operations by geography Hybrid organization structures Self-help Workflow or process engine Intergrated configuration management system Discovery/deployment/licensing technology Remote control Diagnostic utilities Reporting Dashboards Software as a service (SAAS)

Licences Deployment Capacity checks Timing Types of introduction

Element
CSI Principles

Weight
2

The Seven Step Improvement Process

CSI Methods and Techniques

Organizing for CSI

Technology Considerations

Implementing CSI

Challenges, Risks and Critical Success Factors

Supporting concepts
CSI Approach CSI Register The Deming Cycle Service Measurement IT Governance Frameworks, models, standards and quality systems Purpose and objectives Scope Value to business Policies, principles and basic concepts Process activities methods and techniques

Triggers, inputs, outputs and interfaces Information Management Critical success factors and key performance indicators Challenges and risks Assessments Benchmarking Service measurement Metrics SWOT analysis Return on investment Service reporting Roles

Customer engagement RACI Competence and training IT Service Management Suites Systems and network management Event management Automated incident / problem resolution Knowledge Management Requesting services Performance Management Application and service performance monitoring Statistical analysis tools Software verson control Software test management

Security Management Project and portfolio management Financial management Business intellegence / reporting Where do I start

Governance CSI and organizational change Communication strategy and plan Challenges for CSI Risks for CSI CSI CSFs

Additional Elements

Baselines

Step 1 - Identify the strategy for improvement Step 2 - Define what you will measure Step 3 - Gather the data Step 4 - Process the data Step 5 - Analyse the information and data Step 6 - Present and use the information Step 7 - Implementi improvement

Balanced scorecard Tension metrics

Generical service owner Generic process owner Generic process manager CSI Manager Business relationship manager

The service approach The lifecycle approach The functional approach