Document Name: ITIL® Master Elements ListVersion HistoryVersion Date Status

1.0 3/29/2012 Live

Weighting GuidanceWeight Value

3 This element is generally used as the core subject in a Work Package2 This element is typically used together with other elements in a Work Package1 This element is generally used to support the subject of a Work Package

© Official ITIL Accreditor 2012This document must not be reproduced without express permission from The APM Group Ltd.ITIL® is a Registered Trade Mark of the Cabinet OfficeThe Swirl logo™ is a Trade Mark of the Cabinet Office

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.

Weighting GuidanceWeight Value

This element is generally used as the core subject in a Work PackageThis element is typically used together with other elements in a Work PackageThis 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.

Element Weight

The 4 Ps of Strategy 1

Service Providers 2

2

Customers and Services 2

Service Economics 2

Sourcing Strategy 3

Strategy Management for IT Services 2

Defining Services

Service Portfolio Management 3

3

2

Business Relationship Management 3

Financial Management

Demand Management

Governance, Architecture and 1Implementation

1

1

Implementing Service Strategy 2

Challenges, Risks and CSFs 3

Organizing for Service Strategy

Technology Considerations

Supporting concepts

Strategy as a PerspectiveStrategy as a Position

Strategy as a Plan

Provider types

Choosing between typesRelative advantage of incumbancyDefine the market & identify customersUnderstand the customerQuantify the outcomesClassify and visualize the serviceUnderstand the opportunities (market spaces)Define services based on outcomesDefine service models

Define service units and packagesInternal & external customersBusiness units as customersOther organizations as customersIT as an external service providerOutcomesValue

Utility and warrantyStrategies for customer satisfactionReturn on investment (ROI)

Business impact analysisDeciding what to sourceSourcing structuresMulti-vendor sourcingService provider interfacesSourcing governanceService structures in the value network

Purpose and objectives

Scope

Value to businessPolicies, principles and basic conceptsProcess activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksMethods, models, activities and techniquesPurpose and objectivesScope

Value to businessPolicies, principles and basic conceptsProcess activities methods and techniques

Information ManagementCritical success factors and key performance indicatorsChallenges and risksMethods, models, activities and techniquesGovernanceEstablishing and maintaining a service management systemIT service strategy and the businessIT service strategy and enterprise architectureIT service strategy and application developmentImplementing service managemnt processesDefining a vision and mission for implementationService management assessments

Organizational development

Organizational departmentalizationOrganizational designOrganizational cultureFunctionsGeneric structure for IT service providerRolesCompetence and Training

Service AutomationService InterfacesTools for Service Strategy

Implementation through the lifecycleFollowing a lifecycle approach

Aligning Service Assets with customer outcomesImpact of service strategy on other lifecycle stagesContinual improvement of service strategyChallengesRisksCSFs and KPIs

Additional Elements

Variety-based positioningNeeds-based positioningAccess-based positioningDemand-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 computingService packagesCloud computingSegmentationDesigning & transitioning service packages

Creating valueValue added and value realisedThe Kano model

Pre-program ROIPost program ROIThe business caseNet present value (NPV)Internal rate of return (IRR)Types of cash-flow

Value chainsValue networks

Business strategyIT StrategyITSM Strategy

The Option Space ToolDefineAnalyseApproveCharter

BudgetingIT accountingChargingFundingValueComplience

Supply and demandPatterns of business activity

Customer portfolioCustomer agreement portfolioCustomer satisfactionComplaint handling

The governance framework

Types of service management implementation

Maturity based assessmentsGo / no-goStage 1 - NetworkStage 2 - DirectiveStage 3 - DelegationStage 4 - CoordinationStage 5 - CollaborationDeciding on a structure

Organizational change

RACICompetence and skills frameworkTrainingPreparing for automation

Service analytics and instrumentationCharacteristics of good service interfacesTypes of service technology encountersSelf-service channelsTechnology-mediated service recoverySimulationAnalytical models

Designing service strategyTransitioning service strategyOperating service strategy

Element Weight

Service Design Principles 2

Design Coordination 3

Service Catalogue Management 3

Service Level Management 3

3Availability Management

3

IT Service Continuity Management 3

Capacity Management

Information Security Management 3

Supplier Management 3

Requirements Engineering 2

3Management of Data and Information

2

Organizing for Service Design 2

Technology Considerations 1

Implementing Service Design 2

Design Aspects 1

Service Design Models 1

Challenges, Risks and CSFs 3

Management of Applications

Supporting concepts

The 4 Ps of Service Design: people, processes, products, partnersDesigning service solutionsDesigning management information systems and toolsDesigning technology and management architecturesDesigning processesDesigning measurement and metricsService design modelsPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicators

Challenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksDifferent requirement types

Requirements for support

Requirements investigation techniques

Problems with requirements engineeringDocumenting requirementsRequirements and outsourcingManaging data assetsScope of Data ManagementData Management and the Service Lifecycle

Valuing dataClassifying dataSetting data standardsData ownershipData migrationData storageData captureData retrieval and usageData integrity and related issuesThe Application PortfolioApplication frameworksThe need for CASE tools and technologiesDesign of specific applicationsManaging trade-offsTypical design outputsDesign patternsDeveloping individual applicationsConsistent coding conventionsTemplates and code generationEmbedded application instrumentationMajor outputs from developmentOrganizational developmentFunctionsRolesRACICompetence and trainingService Design toolsService Management tools

Business Impact AnalysisService Level RequirementsRisks to services and processesImplementing Service DesignMeasuring Service DesignChallenges, critical success factors and risksDesigning service solutionsDesigning supporting systems, especially the Service PortfolioDesigning technology architechturesDesigning processesDesign of measurement systems and metricsDelivery model optionsDesign and development optionsDesign and development approachesChallengesRisksCSFs and KPIs

Additional Elements

Service Design Package

Design coordination activities

Integration with project managementDesign coordination activities

The business/customer service catalogueThe technical/supporting service catalogue2 and 3 level views

Contracts and agreementsService-based SLAsCustomer-based SLAsMulti-level SLAsDesigning SLA FrameworksService Level AgreementsService Level RequirementsUnderpinning contractsMonitoring and reportingService reviewsReviewing and revising SLAs

MaintainabilityAvailability measurement

Vital business functionsUnavailability analysisExpanded incident lifecycleService failure analysisRequirements definitionDesigning for Availability and RecoveryComponent Failure Impact AnalysisSingle Point of Failure AnalysisFault tree analysisModellingRisk Analysis and ManagementPlanned and Preventative MaintenanceProjected Service Outage document

Balancing costs against resources neededBalancing supply against demandBusiness Capacity ManagementService Capacity ManagementComponent Capacity ManagementUnderpinning activities of Capacity ManagementThreshold management and controlResponse time monitoringTuningDemand Management in Capacity ManagementModelling and trending

Stage 1 - InitiationStage 2 - Requirements and StrategyBusiness Impact AnalysisRisk AnalysisService Continuity StrategyITSCM recovery optionsStage 3 - ImplementationTestingStage 4 - Ongoing Operation

Information Security PolicyRisk assessment in securityInformation Security Management System (ISMS)Security governanceSecurity controlsSecurity framework

Underpinning contracts and agreementsEvaluation of new suppliers and contractsSupplier categorization

Establishing new suppliers and contractsSupplier contract and performance managementFormal reviewsSatisfaction surveys and benefits assessmentContract renewal and termination

Functional RequirementsManagement and operational requirementsUsability requirementsManagement and operational requirementsUsability requirementsInterviewsWorkshopsObservationProtocol AnalysisShadowingScenario analysisPrototypingRequirements Catalogue

Supplier and Contracts Management Information System (SCMIS)

Defining tool requirementsTool selectionImplemetation considerationsEvaluation process and criteria

Element Weight

Service Transition Principles 3

Transition Planning and Support 3

Change Management 3

Service Asset and Configuration 3Management

Release and Deployment Management 3

Service Validation and Testing 3

3Change Evaluation

Knowledge Management 3

Managing Communications and 1Commitment

Managing Organization and 2Stakeholder change

Stakeholder Management 1

Organizing for Service Transition 2

Technology Considerations 1

Implementing Service Transition 2

Supporting concepts

Define and implement a formal policyImplementa all changes via service transitionAdopt a common framework and standardsMaximize re-useAlign with business needsEstablish and maintain rellationshipsProvide systems for knowledge transfer and decision supportPlan release packagesPlan metricsPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksRoles and responsibilitiesCommunication during Service TransitionCommunication PlanningMethods of communicationMotivation and the importance of communication

The emotional cycle of changeOrganization, roles and responsibilitiesService Transition's role in organizational changeStrategy and design for managing organizational changePlanning and implementing organizational changeOrganizational change productsAssessing organizational readiness for changeMonitoring progress of organizational changeDealing with the organization and people in sourcing changesMethods, practices and techniques

Stakeholder management strategyStakeholder map and analysisChanges in stakeholder commitment

Service Transition organization structuresService Transition rolesRACI modelsKnowledge Management toolsCollaborationConfiguration Management systemJustifying service transitionDesigning service transitionImpact on existing projectsCultural change aspects

Understanding Risk and valueAn integrated approachImplementing in a virtual or cloud environment

Additional Elements

Service Transition PolicyRelease PolicyTransition StrategyPrepare for Service TransitionPlanning and Coordinating Service TransitionAdviceAdministrationCommunicationProgress monitoring and reporting

PoliciesDesign and planning considerationsTypes of Change RequestChange Process models and workflowStandard changesRemediation planningProcess flowcharts and descriptionsChange Advisory BoardEmergency Changes

Configuration ModelConfiguration ItemsConfiguration Management SystemDefinitive Media Library

Definitive sparesConfiguration BaselineDefinitive sparesConfiguration BaselineConfiguration IdentificationConfiguration ControlStatus accounting and reportingVerification and auditDecommisioning assets

Release unit and release packagesDeployement options and considerationsRelease and deployment modelsPlanningPreparation for build, test and deploymentBuild and testService testing and pilotsPlan and prepare for deploymentPerform transfer, deployment and retirementVerify deploymentEarly life supportReview and close a deploymentReview and close Service Transition

Service Quality and AssurancePoliciesTest StrategyTest modelsValidation and testing perspectivesTesting approaches and techniquesTypes of testing

Understanding the intended effect of change

Understanding the unintended effect of changeEvaluation of performanceEvaluation reports

Data-to-Information-to-Knowledge-to-Wisdom StructureThe Service Knowledge Management System (SKMS)Knowledge Management strategyKnowledge transferData and information management

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

Element Weight

Service Operation Principles 1

Event Management 3

Incident Mangement 3

Request Fulfilment 3

Problem Mangement 3

Access Management 3

Monitoring and Control 2

Common Operation Activities 3

Operational Activities of processes in 3other Lifecycle phases

Organizing for Service Operation 2

Technology Considerations 1

2

Challenges, Risks and Critical 2Success Factors

Communication in Service Operation 1

Implementiation of Service Operation

Supporting concepts

Providing business valueAchieveing balance in Service OperationProviding good servicesPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniquesTriggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic concepts

Process activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksMonitor Control LoopsThe ITSM Monitor Control LoopDefining what needs to be monitoredInternal and External Monitoring and controlDefining objectives for monitoring and controlTypes of monitoringReporting and actionMonitoring in test environmentsService Operation auditsMeasurement, metrics and KPIsInterfaces to other Service Lifecycle practicesIT Operations

Mainframe managementServer management and supportNetwork managementStorage and archive

Database administrationDirectory Services ManagementDesktop and mobile device supportMiddleware managementImprovement of operational activities

Change ManagementConfiguration ManagementRelease and Deployment ManagementCapcity ManagementAvailability ManagementKnowledge ManagementFinancial ManagementIT Service Continuity ManagementInformation Security Management and Service OperationService Desk

Technical Management

IT Operations Management

Application Management

Service Operation RolesService Operation Organization Structures

Generic requirements

Event ManagementIncident ManagementRequest FulfilmentProblem ManagementAccess ManagementService DeskIT Service Continuity for ITSM Support toolsManaging Change in Service OperationService Operation and Project ManagementAssessing and managing risk in Service OperationOperational staff in Service Design and TransitionPlanning and implementing Service Management technologies

Challenges in Service OperationsRisks in Service operationsService Operations CSFsRoutine operational communicationCommunication between shiftsPerformance reportingCommunication in projectsCommunication related to changesCommunication related to exceptionsCommunication related to emergenciesGlobal communicationCommunication with users and customers

Additional Elements

Types of eventFiltering of eventsInstrumentationEvent detection and alert mechanismsIdentification of thresholdsUse of event rule sets and correlation enginesResponse selection

Incident ModelsMajor IncidentsProcess flowchart and descriptionsIncident prioritization and categorization decisions

Request ModelsMenu selectionProcess flowchart and descriptionsRequest prioritization and categorization decisions

Problem ModelsReactive and proactive Problem ManagementProcess flowchart and descriptionsChronological AnalysisPain Value AnalysisKepner and Tregoe

Brainstorming5-WhysFault isolationAffinity mappingHypothesis testingIshikawa diagramsPareto AnalysisMajor problem reviews

Access requestsIdentitificationProvide rightsRemove or restrict rightsLog and track rightsServices or service groupsDirectory services

Console Management / Operations BridgeJob SchedulingBackup and restorePrint and OutputPolicing and reportingOperational security controlScreening and vettingTraining and awarenessDocumented policies and procedures

Automation of manual tasksReviewing makeshift activities or proceduresOperational auditsCommunicationEducation and training

Service Desk objectivesService Desk organizational structureService Desk staffingService Desk metricsOutsourcing the Service DeskTechnical Management roleTechnical Management objectivesGeneric Technical Management activitiesTechnical Management organizationTechnical Design and Techcnical maintenance and supportTechnical Management metricsTechnical Management documentationIT Operations Management roleIT Operations Management objectivesIT Operations Management organizationGeneric IT Operations Management activitiesIT Operations Management metricsIT Operations Management documentationApplication Management roleApplication Management objectivesApplication Management principlesApplication Management LifecycleGeneric Application Management activitiesApplication Management organizationApplciation Management roles and responsibilitiesApplication Management metricsApplication Management documentation

Organization by technical specializationOrganization by activityOrganizing to manage processesOrganization IT Operations by geographyHybrid organization structures

Self-helpWorkflow or process engineIntergrated configuration management systemDiscovery/deployment/licensing technologyRemote controlDiagnostic utilitiesReportingDashboardsSoftware as a service (SAAS)

LicencesDeploymentCapacity checksTimingTypes of introduction

Element Weight

CSI Principles 2

The Seven Step Improvement Process 2

CSI Methods and Techniques 1

Organizing for CSI 1

Technology Considerations 1

Implementing CSI 2

Challenges, Risks and Critical Success Factors

Supporting concepts

CSI ApproachCSI RegisterThe Deming CycleService MeasurementIT GovernanceFrameworks, models, standards and quality systemsPurpose and objectivesScopeValue to businessPolicies, principles and basic conceptsProcess activities methods and techniques

Triggers, inputs, outputs and interfacesInformation ManagementCritical success factors and key performance indicatorsChallenges and risksAssessmentsBenchmarkingService measurementMetricsSWOT analysisReturn on investmentService reportingRoles

Customer engagementRACICompetence and trainingIT Service Management SuitesSystems and network managementEvent managementAutomated incident / problem resolutionKnowledge ManagementRequesting services Performance ManagementApplication and service performance monitoringStatistical analysis toolsSoftware verson controlSoftware test managementSecurity ManagementProject and portfolio management

Financial managementBusiness intellegence / reportingWhere do I start

GovernanceCSI and organizational changeCommunication strategy and planChallenges for CSIRisks for CSICSI CSFs

Additional Elements

Baselines

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

Balanced scorecardTension metrics

Generical service ownerGeneric process ownerGeneric process managerCSI ManagerBusiness relationship manager

The service approachThe lifecycle approachThe functional approach