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ITIL 5 Core Volumes
  1. Service Strategy
  2. Service Design
  3. Service Transistion
  4. Service Operation
  5. Cont. Service Improvement CSI
Services
  • Always deliver value
  • Any capability (process) or resource ( Application)
  • people are both C and R
Utlility v. Warranty

4 Parts of Warranty

What do both create?
Utility = Funcational

Warranty = Promise
  1. Availibility
  2. Capacity
  3. Continuity
  4. Security
U + W = V
Service Package
Core Services + Supporting Services
Processes Def:

4 Characteristics

Function Def
ALWAYS deliver value

  1. Measurable
  2. Specific Results
  3. Customers/stakeholders
  4. Respond to specific event
Teams of People
Service Operations 5 Processes
  1. event management
  2. incident management
  3. request fulfillment
  4. access managment
  5. problem management
Event
any change of state that has significance for management
Incident
any unplanned interruption of IT services or reduction in service or performance degradtion
- no downtime
Incident Life Model


A way of predefining the steps....not a template
  1. identification
  2. logging
  3. categorization
  4. priorization
  5. diagnosis and escalation
  6. investigation
  7. resolution
  8. incident closure
Service Request
user request for:
  1. info
  2. advice
  3. standard change
  4. access
must handle and are preapproved
Problem

Known Error

cause of one more incidents, incidents never become problems

a problem that is documented and has workaround
Problem revue
  • what did we do right
  • what did we do wrong
  • what can we do better
  • how can we prevent this from happening again
Access
access to functionality

security = policy
access = executes
4 Service operation Functions
  1. Service desk
  2. Technical Manag
  3. Application Manag
  4. IT Ops Manag = control and facilities manage
Service Desk info
  • known errors
  • workarounds
  • change schedule
  • planned outrages
4 Ways of organizing a Service Desk
  • local
  • centralized
  • virtual
  • follow the sun
Technical management 2 primary roles
  1. knowledge base of infrastructure
  2. resources to support service management
Continual Service Improvement
  • primary purposes are learning and improviing
  • touches all phases
Deming Wheel PDCA
  • Plan
  • Do
  • Check
  • Act - CSI
NOT A PROCESS
CSI Model - 6 Steps
  1. Vision
  2. Baseline
  3. Measurable targets
  4. Service improvements
  5. Verfy Metrics
  6. Add changes
Measure CSiĀ  : 4 reasons
  • validate
  • direct
  • justify
  • intervene
Everyone is responsible for CSI !!
KPI

CSF

Metric
Key performance Indicator -helps manage a process

Critical Success Factor

Measeured and reported
3 Types of CSI Required Metrics
  • technology - apps
  • process - kpi's
  • service - end to end
Service Strategy Goal
transform assets into Good and Servcies
Value
Perceptions + Preferences + Attributes = Value

PPA = V
Service Asset
Capability or Resource
Service Portfolio
Collection of Services
  1. Pipeling
  2. Catalog
  3. Retired
Service Cataloge
Live services
Risk
A possible event that could cause harm or loss
Service level Package
business requirements
Service Portfolio Management
  • buy services
  • from us
  • chargeback
  • resource allocation
It does not answer What market are we in?
Demand Management Process
  • understand demand
  • influence demand
  • PBA - pattern pf business activity - helps understand demand
Service Design
to design new or changed services
Service Design Model


  • Service Design package
  • 4 P
  • 5 aspects of design
  • new or chnaged design
  • tech arch design
  • process design
  • masurement system design
Service Design Package
service lifecycle of everything
4 P's of Design
  • people
  • processes
  • products (services)
  • partners (suppliers)
5 Major Aspects of Design
  • Change of services
  • Service mangement
  • Architecture
  • Processes
  • Measurement
Tech Arch Design
  • develop standards
  • physical blue print
7 Service Design Processes
  • Service Catalog
  • Service level
  • Supplier
  • Capacity
  • Availability
  • Service Continuity
  • Information Security
Management goes behind all of them
Service Catalog
database of live IT services
Service Level management SLM
define document and imprive the level of IT services
3 parts of SLM
  • Service Liscence Agreement
  • Operational Level Agreement
  • Underpinning Contract
UC + OLA = SLA

SLR = SLT = SLA
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