1. ITIL
    IT Infrastructure Library
  2. ITIL Approach
    vendor neutral
    non prescriptive
    best practice
    it is applicable to any IT ORG

    embraces a practical approach of doing what works

    global framework that has evolved more 20 years
  3. ITIL Core Publications

    5 cores

    -describes an intergrated approach to service management that addresses the capabilities having a direct impact on the performance of an IT service provider

    • service stratergy
    • service design
    • service transition
    • service operations
    • continual service improvement
  4. Service Strategy
    provides guidance for indentifying, priority and selecting new oppurtunities to serve an ORG customers and market spaces
  5. Service Design
    provides guidance for the gathering of requirements and subsequent designs and development of a new or changed services
  6. Service Transition
    for introducing new services and capabilities into supported enviroments
  7. service operations
    supporting operational services in a supported production enviroment
  8. Continual Service Improvement
    measuring and improving IT services and service management capabilities
  9. What is a Service
    Types of Services:
    Customer facing services
    Supporting Services
    a means of deliveryin value of customers by facilitating outcomes customers want to achieve w/out the ownship of specific costs and risk

    • -services that are visible to the customer
    • -services that support or underpin the customer-facing services
  10. Type of IT Service Providers
    Type I- internal
    Type II- shared
    Type III- External
    • internal -ex: call center
    • shared to organizations working together
    • External- contractors
  11. Important Terms for Service Management
    • - customer
    • - any resource or capability
    • - tangiable assets you can touch
    • -intangiable assets of an organization and include management
  12. Process
    Characteristics of a Process
    specific results
    responsiveness to specific triggers
    • - a structured set of activities designed to accomplish a specific objective
    • -measure the process in a relevant manner
    • -the reason the process exist is to deliver a specific result
    • -every process delivers its primary results to a customer or stakeholder
    • -while a process may be ongoing and iterative it should be traceable to a specific trigger
  13. Functions
    -a team or group and tools or other resources use to carry out one or more processes

    • functions are not appart of processes
    • Functions preform the process
  14. RACI
    Responsible- person responsible for getting the job done

    Accountable- ownership of quality and end result

    consulted- consaltants adn whose opinions are sought

    informed- customer who is kept up to date on progress
  15. Service Strategy processes
    • Strategy management
    • SPM service portfolio management
    • financial management for It services
    • demand mangement
    • business relationship management
  16. Objectives of Service Strategy
    • -an understanding of what strategy is
    • -a clear identification of the definition of services and the customers who use them
    • -the ability to define how value is created and delivered
  17. Business Value of Service Strategy
    enable the service provider to respond quickly and effectively to changes in the business enviroment, ensuring increased competitive advantage over time
  18. Service Portfolio Management Process
    ensure the service provider is offering the right mix of services
  19. Business Relationship Management Process
    to monitor analaze and improve customer satifaction

    to establish and maintain a business relationship between the service provider and the customer based on understanding the customer and its business needs
  20. Service Design
    • design coordination
    • service catalog management
    • service level management
    • availability management
    • capacity management
    • IT service continuity management
    • information security management
    • supplier management
  21. purpose of service design
    • IT services
    • Practices and processes
    • polices
  22. Basic concepts of Service Design
    4 p's
    four major areas that need to be considered in the disign of effective service management

    • People
    • Process
    • products
    • partners
  23. Five Basic Aspects of Design

    • Service solution
    • tools adn technology
    • architecture
    • measurements and metrics
    • process
  24. Measurements and metrics
    The design staff is where we decide to what to measure and why

    service portfolio and catalogue
  25. Service Design Package
    Documents defining all aspects of an IT service
  26. Service Catalog Management Process 
    provide and maintain a single source of information about operational services
  27. Service Level Management
    ensure all current and planned IT services are delivered to agreed targets
  28. Basic Concepts of Service Level Management
    SLA - an agreement between the IT service provider and a customer

    -service based sla- covers one service 1 to 1

    -customer based sla- individual customer group, covering all the services the use

    OLA- an agreement between an IT service provider and another part of the same organization

    Contract - a legally binding agreement between an IT service provider and a third party
  29. SLM manages
    service level Manager

    • negiogates the SLAs
    • negiogates the OLAs

    Does not ensur that all non-operational services are recorded within the service catalog
  30. SMP
    supplier management
    • negiogates the contracts
    • ensures that the business and service provider get value for the money they spend with suppliers
  31. Availability Management
    ensure  that teh level of availability delivered matches the agreed availability needs of the business

    reactive - monitoring, measuring involving unavailabiltiy

    proactive- proactive planning
  32. Availability Management
    reliabilty- uptime

    maintainability-  outages how much time you have to resolve an outage
  33. Capacity Management

    ensure that the level of capacity delivered matches the agreed availability needs of the business

    • business cm-  business needs and plans
    • service cm- manage controls and perdicts the end to end performance of operational services delivered by the service provider to its customers
    • component cm  - manage controls and perdicts the performance individual IT components in support of services
  34. Security Management Process
    ensures confidentiality, integrity and availability or assets, information, data and IT services
  35. Service Transition
    • package
    • build
    • test
    • deploy

    • plan and manage changes
    • manage risk related  to new changed services
    • set proformance expectations
  36. Service Transitions Objectives
    establish new or changed services into supported enviroments within the predicted cost, quality and time
  37. Service Asset Configiration
    • ensure: assets required to deliver services are properly controlled
    • accurate and reliable information about service assets exists and is available when and where it is needed

    understand the relationship between service and assets
  38. SKMS
    several CMDB
    SKMS- Service Knowledge Management System

    • logical
    • CMS- configuration management system
    • CMDB configuration management DB
    • CI- Configuration ITem only one

    • physical
    • DML- definitive media library is the physical record
  39. Type of changes

    standard-*pre-authorize*  emergency and normal

    CAB change advisory board - group that advises the change manager in the assement prioritization and scheduling of changes

    ECAB- emergency change AB group that subset the change advisory board who make decisions about high-impact emergency changes
  40. Basic Concepts of Knowledge management
    • DATA
    • INformation
    • knowledge
    • Wisdom
Card Set
ITIL testing