ITIL v3

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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

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Deck Info

Number of cards 144

Created By jbw500