itil foundations
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- asset and configuration represents
- all the components you need to deliver services, capability and resource assets
- service transition
- (CRACK) change mgt, asset/configuration mgt, release/deployment mgt, knowledge mgt
- starting point of service V model
- requirements
- service design
- produces quality, secure, resilient designs for new/improved services
- change advisory board
- made up of representatives from all areas
- superset of various databases
- service knowledge management system SKMS
- service level agreement
- written agreement between IT service provider and customer or business
- purposes of measurement
- (VDJI) validate direct justify intervene
- people and tools to carry out process or activity
- function
- service strategy focuses on
- strategic integration
- service V model
- represents levels of configuration and testing
- process output must conform to
- operational norms from a business perspective
- heart of ITIL
- processes
- goals of service transition
- minimize variation, reduce errors, set expectations
- service management
- (SOC) specialized organizational capabilities, value in the form of services
- measurement design metrics
- (PCEE) progress-milestones, compliance-regulations, effectiveness-accuracy, efficiency-productivity
- market space
- set of outcomes that existing customers desire that can be supported by services
- purpose of change management
- standardize procedures
- release unit
- portion of a service or infrastructure normally released together
- operational level agreement
- within the same organization
- incident
- interruption or potential interruption to service
- service transition processes
- (CRACK) change management, assets and configuration management, release and deployment management, knowledge management
- standard change
- pre-authorized change
- capacity management
- justifiable costs always exists for current and future agreed needs
- service knowledge management system
- superset of all databases, ties everything together, tools and databases user to manage knowledge and information
- goal of asset and configuration management
- provide logical model of infrastructure, services, and components needed to deliver the services
- service design
- produce secure/resilient designs for new/improved services, strategic considerations, and measure effectiveness of the whole process
- service strategy
- (PDF) portfolio demand finances
- service operation
- access management is addressed in this publication
- configuration baseline
- service, product, or infrastructure that has been formally agreed, aka standard operating environment
- standard change
- pre-approved low-risk change
- availability management
- services meet agreed availability targets
- types of assets
- resources and capabilities
- deming cycle
- plan do check act
- utility of a service
- fit for purpose
- uncertainty of outcome, either opportunity or threat
- risk
- service strategy (4 P's)
- (ALOE) patterns(consistent) planning(execution) positions(high-end) perspective(best in class)
- first 4 levels of the service V model
- (ROAR) release acceptance operational review
- service portfolio is made up of
- service pipeline and service catalog
- represents the service across the organization
- service owner
- incident priority categorized by
- urgency (speed) and impact (degree)
- attributes that create value
- objective, metrics, desired outcome
- service model
- structure and dynamics of a service
- list the 5 books of ITIL
- (CDOTS) continual service improvement, strategy, design, transition, operation
- service transition focuses on
- evolution or change
- CMS is a collection of
- databases and tools
- demand management
- capacity is there when required
- service pipeline is made up of
- service concepts, designs, transitions
- goals of service transition
- set customer expectations, reduce variations in performance, reduce known errors/risks
- service catalog manager
- produces service catalog, ensures all services are included
- capability assets
- coordinate/control to create value, ex - management, organization, processes, knowledge, people
- looks at the provision of services to add value
- service strategy
- request fulfillment
- managing the lifecycle of all service requests
- accountable
- there can be only one for each activity
- release and deployment management
- release package built, tested, installed, tested, and deployed efficiently; facilitates hand off to service operations
- "what the customer gets" or "fit for purpose"
- utility of service
- CDOTS
- continual service improvement, strategy, design, transition, operation
- resource assets
- direct inputs for production, ex - financial capital, infrastructure, applications, information, people
- capacity management
- demand management is identified in service strategy, where in service design would the output be
- characteristics of a process
- (MSCR) measurable, specific results, customers, respond to specific event
- responsibilities, activities, authorities granted
- role
- service operation, objectives
- coordinate and carry out the activities/services at agreed levels to business users/customers
- service strategy
- transforming service management into strategic asset
- continual service improvement focuses on
- (PDC-A) plan do check act
- service operation balance
- internal view (technology) vs external view (services)
- demand management feeds
- capacity management
- ensures specific service is delivered as documented
- service owner
- metrics should be designed and produced for
- services, processes, and technologies
- major types of service assets
- resources and capabilities
- change management ensure
- standard methods and procedures are in place for modifications
- what stage/phase can value be realized
- all stages/phases
- hierarchical escalation
- need higher authority
- goals of service operation
- coordinate/carry out processes/activities at agreed levels to business users
- definitive media library
- secure library where authorized versions of all CI media are stored/protected, does not include archives/backups
- service design package
- should be produced for each new service, major change, or service retirement
- provide structure and stability
- functions
- RACI model
- responsible accountable consulted informed
- service catalog management
- accurate information on all operational services
- phased rollout
- part of user base initially, then repeated for other parts
- configuration item
- asset, service, component under control of configuration management
- new service consideration when
- during review of current capabilities of service delivery
- demand feed/drives
- pattern of business activity and capacity
- service assets are made up of
- resources and capabilities
- define configuration snapshot
- specific time
- DIKW and which cannot be stored
- data information knowledge wisdom, wisdom cannot be stored
- service design
- development of new services and processes
- good practices come from
- proprietary organizational knowledge, public frameworks, standards
- delivers value without ownership of risk/costs
- service
- problem
- unknown cause of one or more incidents
- types of changes
- normal standard emergency
- incident management
- restore normal services as quickly as possible
- incident models
- handling in a predefined way
- service operation
- coordinate and carry out activities and processes required to deliver and manage service
- role
- responsibilities granted to person/team
- justification for expenditure
- business case
- types of service providers
- internal, external, shared
- version 3
- lifecycle focused
- service level management
- agreed level of service is provided for all current IT services
- standard change
- pre-approved, low-risk change
- service operation focuses on
- day to day running
- represents levels of configuration and testing
- service V model
- normal change
- scheduled, according to normal change process
- version 2
- process focused
- financial management
- stewardship
- service transition
- handling a new or changed service
- coordinates the change implementation
- change management
- service design can't do without
- (PPPP) people processes products partners
- measurements provide
- baseline for future comparison
- snapshot
- record of infrastructure/configuration at a specific time
- OLA links who
- service providers with internal suppliers and maintainers
- what is stored in the DML
- authorized software
- emergency CAB
- group that would authorize changes faster than the normal process
- functional escalation
- requires higher skill level
- service provider models
- internal external shared
- service design
- holistic approach, identify and manage risks in services going live
- how can value be seen
- business outcomes and customer perception
- service design
- service catalog mgt, service level mgt, capacity mgt, availability mgt, service continuity mgt, info security mgt, supplier mgt
- service strategy offers guidance on
- how to prioritize investments, patters of business activity
- service strategy
- use this core publication when developing a strategic plan
- codifies the structure and dynamics of a service
- service model
- where customer sees actual value
- service operation
- service V model levels
- (ROAR) release, operational, acceptance, review
- warranty of a service
- fit for use, available when needed
- priority
- importance of an incident, made up of impact and urgency
- service catalog is made up of
- service transitions, operations, retirement
- service V model represents
- levels of configuration and testing required to deliver a service capability
- a process is
- measurable, responds to specific events, delivers specific results
- underpinning contract
- legally binding
- self-contained w/ own capabilities/resources
- functions
- event management
- detecting events, making sense of them, determining appropriate control action
- "how it's delivered" or "fit for use"
- warranty of a service
- service design processes
- service catalog, availability, information security, continuity, capacity, supplier
- types of metrics
- (SPT) service process technology
- process
- add value to an organization, accomplish specific objective
- risk
- uncertainty of outcome, positive or negative
- ITIL
- framework to run IT services, body of knowledge of good practices
- service level management
- process of negotiating, monitoring, and measuring service level through SLAs
- service continuity management
- disaster contingency, service facilities can resume within agreed time scale
- SKMS
- superset of all databases
- change management
- standardized methods and procedures for handling changes
- service lifecycle
- continual improvement, strategy, design, transition, operation
- service V model entry point
- customer/business requirements
- sources of good practices (common)
- ITIL, academia, industry, standards
- big bang rollout
- deployed to all users in one operation
- processes typically define
- policies, standards, guidelines
- goal of a "business case"
- justification of significant expenditure
- barriers to effective service level management
- not enough seniority given to SLM to push through requirements
- major incidents
- highest category of impact, significant disruption, cause is known
- function
- people and tools to carry out process(es)
- processes create
- value for stakeholders
- types of service catalogs
- business service and technical service
- service change
- addition, modification, or removal of authorized, planned or supported service
- service portfolio management
- governing investments across enterprise for value
- service catalog manager is responsible for
- accuracy of the catalog, consistency of the portfolio, inclusion of operations services
- application service provision
- shared computer-based services (on-demand)
- supplier management
- manage suppliers and service to ensure value for money
- knowledge process outsourcing
- newest strategy, includes domain-based processes and business expertise
- configuration management system
- tools and databases
- service transition processes
- (CRACK) change, asset/configuration, release/deployment, knowledge
- incident
- unplanned interruption to service or quality of service
- service level management
- process responsible for discussing reports and metrics with customers to check if services have met targets
- underpinning contracts link who
- service providers with external suppliers and maintainers
- ensures process is performed as documented
- process owner
- service design focuses on
- design of effective services
- event
- change of state that has significance for management or configuration items
- goal/objective of service design
- holistic approach to design new/changed service into live environment
- emergency
- outside normal change window
- rollout approaches
- big bang, phased, push-pull, automatic-manual
- service provider business models discussed include
- internal, external, shared
- aspects of service design
- business requirements, service portfolio, technology/architecture, process design, measurement design
- two intermediate steps between data and wisdom
- information knowledge
- types of service providers
- internal, external, shared
- operational level agreement
- written agreement between service provider and another part of the same organization
- asset and configuration roles
- asset manager, configuration manager, configuration analyst, configuration librarian, tools admin
- information security management
- security is effectively managed
- service operation processes
- (I-REAP) incident, request, event, access, problem management
- specialized organizational capabilities
- functions and processes are examples of
- value is measured in
- all phases of the service management lifecycle
- all processes are
- focused on the results for the customer or stakeholder
- rely on processes for cross-functional coordination
- functions
- types of events
- informational, warning, exception
- service portfolio
- define all existing and planned services
- incident priority is based on
- urgency (speed) and impact (degree)
- service design package
- document defining all aspects of IT service, should be produced for each new service, major change, or retirement
- service
- deliver value without ownership of costs/risks
- SLA links who
- users/customers with service providers
- service level manager
- ensures aims of SLM are met or breached in discussions with the customer
- reason for creating a baseline
- later comparison
- financial management
- provides information to enhance decision making
- expression of service strategy
- service portfolio