ITIL v3
Terms
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- Incident Mgmt Process
- Identification Logging Categorization Prioritization Initial Diagnosis Investigation and Diagnosis Resolution and Recovery Closure
- Moving Services into a live service environment
- Service Transition
- Managing service on an ongoing basis to ensure their utility and warrenty
- Operations
- Evaluating Services and identify ways to improve utility and wwarrant in support of a business objective
- Service Design
- What is the service value of Finance Management
- Agree upon the use and purpose
- What are 3 objectives of Service Strategy?Objectives
- Better understanding of customer and defined strategic objective and service portfolio requirements for other phases
- Service Value is equal to?
- Warrenty and Utility
- Utility is equal to
- Fit for purpose
- Warrent is...
- Fit for use
- Definition of function
- a logical concept refers to people executing a process (i.e. service desk)
- Connected actions performed by a person
- The Role
- Service lifecycle decision levels
- Strategic, Tactical, Operational
- Definition of process
- Structred set of activities to accomplish a specific objective which creates value
- Definition of Service
- The means of delivering value by facilitating outcomes without the ownership of costs or risks
- Give the 5 Services in the lifecycle approach
- Service Strategy, Design, Transition, Operation, and CSIP
- Definition of Service Management
- A set of specialized organization capabilities providing value to customers in the form of a service.
- A decision support tool's likely consequences
- qualitative and quantitative (WIIFM)
- The main goal of service strategy
- Why before how
- The definiteon of continual service improvement
- evaluating services and identify ways to improve utility and warranty in support of a business objective
- What are the 4 Characteristics of a process
- Measurable, Specific, delvers, responds
- One major difference between version 2 and 3
- IT needs to align with business
- Service Strategy Activities (4)
- Define Market, Develop Offerings, Develop Strategic assets, prepare for execution
- Service Management as strategic asset
- distinct capabilities provide superior value distinctive performance
- Service Strategy Process (3)
- Financial Management, Service Portfolio Management, Demand Management
- What is the best place to determine value?
- Customer Interface
- Service Strategy definition
- Envisioning and conceptualizing set of service to achieve business goal
- RACI (acronym)
- Responsible, Accountable, Consulted, informed
- Define resources and capabilities
- r - tangible (ie aps and infrastructure) - capabilities - intangible (ie org, process)
- Service Portfolio Management Process (4)
- Define, Analyze, Approve, Charter
- Service Portfolio
- Expression of service strategy, service catalog, service pipeline, retired services.
- Service Portfolio Management Objective
- Dynamic method goveringin investments in service managing them for value
- Service Portfolio Management
- Manage investments and represents commitments and investments made by a service provider
- 4 Ps
- People, process, products, partners
- SLR
- Service Level requirements - set of targets and responsibilities
- SLA
- service level agreement
- OLA
- Operational Level agreement (internal agreement)
- UC
- underpinning contract
- 3 SLA Frameworks
- Service Based - one service for all customers Customer Based - individual customer group Multi-Level - mixture
- Service Level Mgmt Activities
- negotiate, agree, monitor, measure, improve customer satisfaction and service reviews
- SIP
- Service Improvement Program
- Service Catalog Mgmt
- ensure service catalog is produced, maintained, and accurate
- Release Deployment Management
- deploy releases with clear plans, meet requirements, knowledge transfer, and minimal impact
- what is a Release
- collection of hardware, software, docs, processes to implement
- what is a Release Unit
- components of an IT service normally released together
- what is a release package/release design?
- one or more release units to upgrade
- 3 Release approaches
- big bang or push push and pull automation vs manual
- what is a service design package?
- set of design constraints that passes to service transition (blueprint)
- what is service level mgmt?
- ensure agreed upon level of services are delivered to agreed upon achievable targets relationship between business and customer
- 4 Tools for Service Design
- Hardware/Software Environmental Process Data
- What are the benefits of automation of processes?
- improved value flexibility to adjust capacity basis for measuring improved knowledge mgmt reduced risks and costs
- what are the key concepts of demand mgmt
- activity based - understand and plan on business activities PBA (Patterns of Business Activity) User profiles - based on roles
- what is demand mgmt?
- influence customer demand for services with minimum uncertainty, reliable planning, and avoid unused excess capacity
- Types of Releases?
- Major - large areas of new functionality Minor - small enhancements and fixes Emergency - corrections to small number of Known Errors
- what is the service design value to the business?
- improved alignment to achieve business objectives, provide cost effective services, and improved quality
- Release approaches
- big bang or phased push and pull automation vs manual
- release and deployment roles
- release and deployment manager release packaging and build manager deployment staff early life support staff
- knowledge management
- improve quality of mgmt decision making by ensuring reliable and secure info and data is available increase satisfaction and reduce cost of service
- DIKW - basis for knowledge mgmt
- Data Information Knowledge Wisdom
- what does the service knowledge mgmt system cover
- broad aspects of knowledge mgmt, creates knowledge from data and facilitates decision making
- 7 Service Design Processes
- Service Level Mgmt Capacity Mgmt Availability Mgmt IT service continuity mgmt information security mgmt supplier mgmt service catalog mgmt
- SKMS
- Service Knowledge Mgmt System (replaces CMDB in v2)
- what is a service portfolio?
- info on and future requirements for every service
- where is service portflio designed?
- service design
- where is service portfolio managed?
- service strategy
- what is a service catalog?
- details of operational service and is the customer facing view of IT services
- what is demand mgmt service package?
- detailed description of service core service package supporting service package service level package
- what is financial mgmt?
- cost effective stewardship that account fully for resources A - accountability B - budgeting C - chargin
- what are financial mgmt objectives
- operational visibility insight superior decision making quantify in finance terms
- what are the service design objectives?
- deliver more effective and efficient new or changed service new and modified processes
- 4 service transition
- speed cost safety focus on customer appropriate balance is key
- benefits of service transition
- agility managed level of risk compliance higher quality improved time to market reduced cost improved productivity better mgmt of merger and acq
- what tools are used for transition?
- SKMS collaboration tools config mgmt tools
- 7 service transition processes
- chg mgmt service asset & config mgmt release & deployment mgmt service validation and testing evaluation knowledge mgmt transition planning & support
- what is the goal of change mgmt?
- ensure standardized methods and procedures are used for controlled, efficient, and prompt changes
- 8 change mgmt objectives
- recorded and evaluated - rfc prioritize authorize planned tested implemented documented reviewed
- what is a service change?
- addition, modification or removal of authorized, planned supported service component and associated docs
- what is an rfc?
- formal request for change
- what is a change proposal?
- major changes with significant organization/financial implications
- 3 types of change
- strategic tactical operational
- 3 rfc types
- normal - changes to service portfolio, service, project, user requests, operations standard - pre-authorized, accepted and estab procedure emergency - intended to repair errors that have negative impact at a high level
- what are 7 change mgmt activities?
- rfc creation review rfc assess and evaluate authorize plan updates coordinate implementation review and close
- 7 R's of Change Mgmt
- Raised Reason Return Risks Resource Responsible Relationship
- 4 aspects of change mgmt
- schedule of changes (SC) Projected service outage (PSO) Change Mgmt Models Assess Remediation Plan (Backout Plan)
- what is a CAB
- Change Advisory Board
- Change Review Items
- PIR meet objectives users content side effects resource consumption time and cost
- challenges to change mgmt
- culture changes bypass process relationships committment of suppliers committment of mgmt
- what is capacity mgmt
- ensure current and future capacity and performance delivered against justifiable costs
- 3 types of capacity mgmt
- business service component
- what is availability mgmt
- optimize capability to support organization by delivering cost effective and sustained level of availability - reduced availability related incidents
- SACM
- service asset and configuration mgmt
- CI
- configuration item - any component that supports an IT Service except people
- CMDB
- configuration mgmt data base - set of one or more connected databases capture ci info
- asset
- any component of business process
- CMS
- configuration mgmt system - used to manage info under SACM
- secure library
- collection of software, electronics, or ci docs
- secure store
- location warehouse of it assets
- dml
- definitive media library - authorized versions of ci media
- DS
- definitive spares - physical storage of spare IT components
- CMS Components
- secure library secure store dml ds configuration baseline snapshot
- configuration baseline
- serves as basis for further activities
- snapshot
- current state of ci's
- availability mgmt concepts (7)
- availability reliability maintainability (internal) resilience (redundancy) serviceability (external) security vital business functions
- ITSCM Goal
- ensure that IT infrastructure and service can be recovered within required and agreed upon timeframes (DR)
- Objectives of ITSCM
- maintain plans, BIAs, conduct risk assessments
- What can you do with risk?
- Mitigate Transfer Avoid Accept
- Steps for ITSCM
- Initiate Requirements and Strategy Implementation On-Going Operation
- what is the goal of information security
- align it security with business activity, protect information from harm due to failure in confidentiality, integrity, and availability (CIA)
- 6 Concepts of Information Security
- Control Planning Implement Maintain Evaluate Reporting
- What items are in the Information Security Mgmt framework?
- Information Security Policy ISMS security strategy security org structure management of security risks communications strategy
- who administers security policy
- access mgmt
- who designs the information policy
- information security mgmt
- what is supplier mgmt
- external relationships to ensure you get value for money, manage suppliers and services they supply
- SCD
- supplier and contracts database
- what is service operation?
- day to day mgmt to meet the business needs, provide and support services
- 5 processes in service operation
- incident mgmt event mgmt request fulfilment access mgmt problem mgmt
- functions in service operation
- service desk technical mgmt it operations mgmt applcation mgmt
- what is the value of service operation?
- actual delivery of services relationship with customers actual value is seen
- event
- detectable occurrence that has significance for the infrastructure
- alert
- a warning that the threshold is exceeded, and attention is drawn
- incident
- unplanned interruption to a service or failure of service
- service request
- request from a user for information, advice, standard change or access to service
- work around
- temporary way of overcoming issue
- what are service operation functions?
- people and automated measures that execute a defined process
- what is a service desk?
- single point of contact for the user to restore normal service as quickly as possible
- 3 types of service desks
- Local - physically located with customer Centralized - single location for all customers Virtual - acts as centralized but are in multiple locations
- service desk staffing areas (5)
- staffing levels skill level training staff retention required skills
- what is technical mgmt?
- helps plan, implement, and maintain stable technical infrastructure, provide detailed technical hands on skill
- what is application mgmt?
- help design, implement, and maintain stable applications throughout their lifecycle
- IT operations mgmt
- responsible for daily operational activities needed to manage IT
- IT Operations can be divided into 2 areas
- IT Operations Control Facilities Mgmt
- IT Operations Control
- maintains stability of day to day processes, resolves IT operations failures, responsible for daily operational activities, console mgmt
- Facilities Mgmt
- management of physical IT environment, usually data centers
- 5 Service Operations Processes
- Event Mgmt Incident Mgmt Problem Mgmt Request Fulfilment Access Mgmt
- what is event mgmt
- monitoring all events that occur throughout IT to allow for normal service operation, detect and escalate exceptions
- what is the goal of incident mgmt?
- restore normal service as quickly as possible, minimize adverse impact, ensure quality and availability maintained
- what are objectives of incident mgmt?
- resolve as quickly as possible, within the SLA; evaluate incident
- what is the scope of incident mgmt?
- any event which disrupts or could disrupt a service
- incident should be worked in a timeframe based on?
- SLA
- what is a major incident?
- agreed upon definition by the business, high potential business impact with high urgency
- Priority is
- Urgency * Impact
- Impact
- effect upon business
- Urgency
- extent to which the resolution can bear delay
- Functional (Vertical) Escalation
- move through functional tiers
- Hierarchical Escalation
- move through organization levels