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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
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
Service Level requirements - set of targets and responsibilities
service level agreement
Operational Level agreement (internal agreement)
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
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
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
service asset and configuration mgmt
configuration item - any component that supports an IT Service except people
configuration mgmt data base - set of one or more connected databases capture ci info
any component of business process
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
definitive media library - authorized versions of ci media
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
current state of ci's
availability mgmt concepts (7)
availability reliability maintainability (internal) resilience (redundancy) serviceability (external) security vital business functions
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
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
detectable occurrence that has significance for the infrastructure
a warning that the threshold is exceeded, and attention is drawn
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?
what is a major incident?
agreed upon definition by the business, high potential business impact with high urgency
Priority is
Urgency * Impact
effect upon business
extent to which the resolution can bear delay
Functional (Vertical) Escalation
move through functional tiers
Hierarchical Escalation
move through organization levels

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