Embed Size (px)
Citation preview
ITIL: IT Infrastructure Library
Flashcard resources for learning about ITIL
This icon comes back here
Service Management Definitions
Web Links
Acronyms Review
Day 1 Review
GOALS Responsibilities
Note: the information in these slides was compiled from the FOX IT ITIL student workbook as well as the itSMF pocket guide. These slides are intended to be used only in conjunction with the class or those who posses both books. These slide should not be copied elsewhere or sold.
ITIL Web References
Mark’s little ITIL portalOGC ITIL Homepage
IT Service Management Forum
ITIL Exam Options by EXIN Information Systems Examination Board
Fox IT ITIL resources
Service Management
Service DeliveryService Support
Service Delivery
Service Level ManagementFinancial Management for IT Services
Availability ManagementCapacity Management
IT Service Continuity Management
Tactical Relevance
Service Level ManagementOwner: SLM ManagerGoal: To maintain and gradually improve
business aligned IT service quality, through a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service. All targets should be capable of being measured and monitored
Inputs: Business requirements, description of deliverables, service hours, response times, responsibilities, critical business periods and exceptions, costs
Actions: Monitor and review actual levels of service against SLA targets. Proactively improve all service levels within cost constraints.
Service Delivery
A means to an end. A mechanism for management of a relationship between the Customer and Provider for mutual benefits.
Service Level Management
Outputs: SIP, SLA, Service Catalog, acceptance, business transformation, better understanding of Customer’s business processes and drivers, accountability of provider
Roles: Customer, Provider (internal or external service department), SLM manager
Responsibilities: negotiate and review SLA’s and ensure internal underpinning OLA’s and external support contracts are adequate with the customer. Work on a SIP
Service Delivery
A means to an end. A mechanism for management of a relationship between the Customer and Provider for mutual benefits.
Financial Management
Owner: Financial Manager Goal: Provide Cost effective stewardship of the
IT assets…Inputs: Business and IS Plans, Financial Targets,
Cost Model, historical information, (Availability, Capacity and ITSCM), monitoring, SLR’s
Actions: Which methods to use. Budget , accounting , chargeback's
Outputs: adj budget, var reports, recommendations, BUDGET
Roles: customer, Fin mgrResponsibilities: show value. Responsible for
accounting for the costs and returns on IT Service Investments (IT Portfolio management), and for any aspects of recovering costs from the customer (charging)
Service Delivery
Budgeting, IT Accounting, & Charging
Availability Management
Service Delivery
Owner: Availability ManagerGoal: To meet the availability requirements of the
business and to reduce the number of and total downtime caused by availability incidents.
Inputs: business availability requirements, business impact assessment for each VBF, incident and problem records, configuration and monitoring data, service achievements against agreed SLA.
Actions: Determine availability requirements from business. Monitor availability and reliability. Availability targets. Review changes for potential impact on current service availability levels. Acquire additional hardware for hot-spares if cost justified. CFIA, FTA, CCTA, ITAMM, SOA, TOP
Designed, implemented, measured and managed
Availability Management
Service Delivery
Outputs: AMDB (Availability Management Database). Availability Plan. Improve availability by putting in place cost effective measures which reduce the interruptions and amount of time loss to services cased by availability incidents. New SLA targets. Continuous SIP’s.
Roles: Availability ManagerResponsibilities: Design in Security
Requirements as defined in overall IT Security plan (tactically and operationally)
Designed, implemented, measured and managed
Availability Management
Service Delivery
Designed, implemented, measured and managed
Output of Output of Availability Availability
ManagementManagement
That inputs to…That inputs to… Which also has an Which also has an output to output to
Availability Availability ManagementManagement
Assessment of Availability that can be delivered for a
new IT Service to enable the SLA to be negotiated and
agreed upon
Service Level Service Level ManagementManagement
Details of the agreed SLA
Availability and Design criteria to maintain “business
as usual”
ITSCMITSCM Business impact assessment detailing VBF’s
Cost of non-availability IT Financial IT Financial ManagementManagement
Costs of proposed upgrades
Completed CFIA for a new IT Service
Capacity ManagementCapacity Management Capacity plan
Details of planned maintenance regime e.g. frequency, duration, and
impact
Change Change ManagementManagement
Schedule of planned maintenance activities for IT components detailing times
and services impacted
Examples of bidirectional interfaces with other Service Management Disciplines
Capacity Management
Service Delivery
Owner: Capacity ManagerGoal: Need to understand business requirements,
organizations operations, and the IT infrastructure and ensure that all current and future Capacity and performance aspects of the business requirements are provided cost effectively
Inputs: Business Requirements, Technology SLA/SLR, FSC, Financial Plans, Budgets, IT Plans/Strategy, Incidents/Problems
Actions: Monitoring, Analysis, Tuning, ImplementationOutputs: Capacity Plan, CDB, baselines,
thresholds/alarms, SLA/SLR recommendations, costing/charging recommendations, SIPs
Roles: Capacity Manager, technology specialists.Responsibilities: Ensuring that there is adequate IT
Capacity to meet required levels of Service and for ensuring that IT management is correctly advised on how to match Capacity on Demand, and to ensure that use of Capacity is optimized
Advise the SLM process about appropriate service level or service level options
Capacity Management
Service Delivery
Sub Processes
o Business Capacity Management: Ensure future Business Requirements are considered, planned and implemented
o Service Capacity Management: Responsible for ensuring the performance of all services, as detailed in the SLAs and SLRs, is monitored and measured, and that the collected data is recorded, analyzed and reported. Manage demand for services.
o Resource Capacity Management: Responsible for ensuring that all of the components (hardware and software) within the IT infrastructure that have finite capacity are monitored and measured and that the collected data is recorded, analyzed and reported.
IT Service Continuity Management
Service Delivery
Owner: ITSCM Manager Goal: To ensure that the required IT technical and
services facilities (including computer systems, networks, applications, telecommunications, technical support and Service Desk) can be recovered within required and agreed business timescales
Inputs: Business priorities, Business Impact Analysis, IT dependencies, threats & vulnerabilities
Actions: Risk assessment, testing, Risk reduction measures, implement stand-by arrangements, initial testing
Outputs: Contingencies, plans, testingRoles: BCM sponsor and steering committee, ITSCM Mgt
and leaders, Business Recovery Team and Leaders, Responsibilities: ITSCM recovery options must be
understood, choose appropriate solution, Identify roles and responsibilities, get endorsement from upper mgt, align plans with BCM and review regularly
IT Service Continuity Management
Service Delivery
The Business Continuity LifecycleThe Business Continuity LifecycleStage 1
Initiation
Stage 2 Requirement
s and Strategy
Stage 3 Implementati
on
Stage 4 Operational
Management
Initiate BCM
Business Impact Analysis
Risk Assessment
Business Continuity Strategy
Initial TestingDevelop Procedures
Develop Recovery
Plans
Implement Stand-by
Arrangements
Implement Risk
Reduction Measures
Assurance
Education & Awareness
Review & Audit
Testing Change Management
Training
IT Service Continuity Management
Service Delivery
Real world examples of why you need to do thiso London Stock Exchange 2000London Stock Exchange 2000o New Zealand Power CrisisNew Zealand Power Crisiso DDOS ConsiderationsDDOS Considerationso Other Natural Disaster CostsOther Natural Disaster Costs
Service Support
Service Desk (Function)Incident ManagementProblem Management
Configuration ManagementChange ManagementRelease Management
Operational Relevance
Service Desk (function)
Goal: To be a single point of contact between the customer and service. Facilitate the restoration of IT Services with minimal business impact.
Inputs: Business objectives, size of organization
Actions: Record, track incidents. Assess and route the call to the correct group. Keep users informed or service events, actions and opportunities
Outputs: incident control for Incident Management
Responsibilities: Incident Management process. The SD owns the incident until resolved.
Incident ManagementOwn: Incident ManagerGoal: Restore Service, minimize impactInputs: Symptoms, KE’s, SLAActions: Record, classify, investigate,
diagnose, escalateOutputs: resolution, updates, reports,
incident becomes a problem, metricsRoles: Service DeskResponsibilities: to make sure every
incident logged, resolve as soon as possible
Service Support
Problem Management
Service Support
Owner: Problem ManagerGoal: to minimize the adverse impact of Incidents and
Problems on the Business that are caused by errors within the IT Infrastructure. And to prevent the recurrence of incidents related to those errors. Seeks the “Root Cause” of Incidents.
Inputs: …incident details from Incident Management, configuration details from the CMDB, any defined workarounds (from incident management)
Actions: Improve or correct “root cause” of problems, identify trends, error/problem control, advice on work-arounds, targeting preventative actions
Outputs: KE’s, RFC, updated problem record, closed problem record, response from incident matching Problem or KE
Roles: Problem Manager, Problem SupportResponsibilities: Identify Problems, investigate
problems, Develop/maintain problem control process, monitor progress, review efficiency/effectiveness of process, identify trends, prevent replication of problems to multiple systems
Problem Management
Service Support
o Problem Investigation and Diagnosis Techniqueso IshikawaIshikawao KepnerKepner and and TregoeTregoe
o KepnerKepner TrogoeTrogoe Consulting Consulting
o BrainstormBrainstormo FlowchartFlowchart
Configuration Management
Service Support
o Goal: provide a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the versions of Configuration Items (CI) in existence.
o Account for all of the IT AssetsAccount for all of the IT Assetso Provide accurate information on configurations and their Provide accurate information on configurations and their
documentation to support all the other Service Management documentation to support all the other Service Management ProcessesProcesses
o Provide a Sound basis for Incident, Problem, Change, and Provide a Sound basis for Incident, Problem, Change, and Release ManagementRelease Management
o Verify configuration records against the infrastructure and Verify configuration records against the infrastructure and correct and exceptionscorrect and exceptions
o Inputs: Business Requirements, incidents,o Activities: Planning, Identification, Control, Status
Accounting, Verification and Audito Outputs: Reports, updates, kpi’so Roles: Configuration Manager, Configuration
Management Team, Asset manager, Librarian (sw and documentation),
o Responsibilities: processing RFC’s
Change ManagementGoal: to ensure that standardized methods and
procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change related incidents upon service quality, and consequently to improve the day-to-day operations of the organization
Inputs: RFC’s, CMDB, FSC, Activities: filter changes, manage changes,
review and close RFC’s, management reportingOutputs: Change and Configuration Management
Plan (C&CM), FSC, RFC, CAB minutes and actions, reports
Roles: Change Manager, CAB, Responsibilities: Authorizes all changes to the
cmdb. Ensures changes are assessed, developed, tested, implemented and reviewed
Service Support
Change ManagementRelationship with Capacity, Configuration and Release Management
Service Support
Change Change ManagementManagement
Assesses Impact
Change Change ManagemeManageme
ntnt
Authorizes Change
Release Release ManagementManagement
Controls release of new
version of software or hardware if required to implement
changeCapacity Capacity ManagemenManagemen
tt
Assesses impact on
Business & IT Performance
ConfiguratioConfiguration n
ManagementManagement
Identifies areas
impacted
ConfiguratioConfiguratio
n n ManagementManagement
Updates Records
Release Management
Service Support
Owner: Release ManagerGoal: Plan and Oversee rollout of
Hardware and SoftwareInputs: Business needs, RFC’s, Actions: Plan, Design, Build, Communicate,
configuration, Testing, SchedulingOutputs: updates to CMDB, documentationRoles: Release managerResponsibilities: Plan, design, build, test,
implement roll out
Consider both technical and non-technical aspects of release..
Acronyms Hyperlinksmove your mouse over the acronym for tool tips!
Click on the link for its definitionor just click through the presentation
ACDBCMBIABSICAB
CAB/ECCCTACDBCFIA
CICIACMDBCRAMMCSF
CSSCTIDHSDSLEFQM
EXINFSCFTAISOITAMM
ITSCMItSMFIVR
KEKPIMTBFMTTROGC
OLAPIRPRINCEPSARFC
ROCE
ROISCISIPSLA
SLM
SLRSOASPOCSPOF
TCO
TOPTORTQM
ACD
o Automatic Call Distributiono a telephone facility that handles a telephone facility that handles
incoming calls and manages them incoming calls and manages them based on a database of handling based on a database of handling instructions. instructions.
o ExamplesExampleso ConcertoConcerto, , AspectAspect, , AmcatAmcat, , PronexusPronexus, ,
OaisysOaisys
BCM
o Business Continuity Managemento A six step lifecycleA six step lifecycle
o InitiationInitiationo Business Impact AnalysisBusiness Impact Analysiso Risk Assessment Risk Assessment (CRAMM)(CRAMM)o Business Continuity StrategyBusiness Continuity Strategyo ImplementationImplementationo OperationalOperational
IT Service Continuity Management
BIA
o Business Impact Analysiso Focuses on the business needs of IT Focuses on the business needs of IT
ServicesServiceso Identifies the minimum requirements Identifies the minimum requirements
of each service to meet the critical of each service to meet the critical business needsbusiness needs
IT Service Continuity Management
BSI
o British Standards Institution
CABo Change Advisory Board
o A group of people who can give expert advice A group of people who can give expert advice to the change management team on the to the change management team on the implementation of Changesimplementation of Changes
o Likely to be made up of internal and external Likely to be made up of internal and external representatives from all areas within IT and representatives from all areas within IT and representatives from business people representatives from business people
o Review all submitted RFC’s. Attend all CAB or Review all submitted RFC’s. Attend all CAB or CAB/EC meetings, provide advice on Change CAB/EC meetings, provide advice on Change Management on aspects of proposed urgent Management on aspects of proposed urgent changeschanges
o Should have stated and agreed assessment Should have stated and agreed assessment criteria. This will assist in the the Change criteria. This will assist in the the Change Management process, acting as a template or Management process, acting as a template or framework by which members can assess framework by which members can assess each changeeach change
CAB/EC
o Change Advisory Board/Emergency Committeeo When there is not time to convene When there is not time to convene
the full CAB in emergencies use this the full CAB in emergencies use this group ..smallergroup ..smaller
o Should represent both technical and Should represent both technical and business interestsbusiness interests
CCTA
o Central Computer and Telecommunications Agency
o Now know as OGC (Office of Government Commerce)
CDB
o Capacity Database
CFIA
o Component Failure Impact Analysiso Means of determining components Means of determining components
which are a single point of failure which are a single point of failure and services with high vulnerability and services with high vulnerability to themto them
o A matrix is constructed with CI’s A matrix is constructed with CI’s making up the services as the rows making up the services as the rows and service names as columnsand service names as columns
Availability Management
CIo Configuration Item
o May include Hardware, Software or May include Hardware, Software or documentationdocumentation
o Examples include:Examples include:o Services, Servers, environments, equipment, network
components, desktops, mobile units, applications, licenses, telecommunication services and facilities
o Includes identifiers for versions and their Includes identifiers for versions and their configuration documentsconfiguration documents
o Other records and data associated with CI’s Other records and data associated with CI’s include Incidents, Known Errors (include Incidents, Known Errors (KEKE) and ) and Problems, and corporate data about Problems, and corporate data about employees, suppliers, locations, business employees, suppliers, locations, business units, and procedures units, and procedures
CIA
o Confidentiality, Integrity, and Availability
Measuring Availability
CMDBo Configuration Management Database
o Typically stored in a searchable databaseTypically stored in a searchable databaseo Holds relationship of all components, including Holds relationship of all components, including
incidents, incidents, KEKE’s, Changes, and Releases.’s, Changes, and Releases.o Contains information about Incidents, KE’s and Contains information about Incidents, KE’s and
Problems, and corporate data about Problems, and corporate data about employees, suppliers, locations and business employees, suppliers, locations and business units.units.
o Can contain details about users, staff and Can contain details about users, staff and business unitsbusiness units
o May also include inventory details such as May also include inventory details such as supplier, cost, purchase date and renewal date supplier, cost, purchase date and renewal date for a license. for a license.
CRAMM
o CCTA Risk Analysis and Management Methodo Risk AnalysisRisk Analysis
o Identification of risks to IT components Identification of risks to IT components and assessment of the level of risk. and assessment of the level of risk. Assess threatsAssess threats
o Risk ManagementRisk Managemento Identification, selection and adoption of Identification, selection and adoption of
countermeasures justified by the countermeasures justified by the identified risksidentified risks
Availability Management
CSF
o Critical Success Factor
CSS
o Customer Satisfaction Survey
CTIo Computer Telephony Integration
o enables organizations to make calls directly enables organizations to make calls directly from databases or popular contact from databases or popular contact management packages (e.g. Goldmine and management packages (e.g. Goldmine and ACT!) and automatically pull up customer ACT!) and automatically pull up customer records relating to an incoming call. The records relating to an incoming call. The productivity and customer service benefits productivity and customer service benefits are considerable. are considerable.
o The classic CTI application is 'screen The classic CTI application is 'screen popping' which uses CLI (Calling Line popping' which uses CLI (Calling Line Identity) - potentially - to identify callers Identity) - potentially - to identify callers and display their records on-screen before and display their records on-screen before a call is answered, thereby improving the a call is answered, thereby improving the speed with which each call is handled. speed with which each call is handled.
DHS
o Definitive Hardware Storeo Replacement hardware of a known Replacement hardware of a known
build is held in stockbuild is held in stocko All equipment must be recorded in All equipment must be recorded in
the the CMDBCMDB
DSL
o Definitive Software Libraryo Contains master copies of an Contains master copies of an
organizations’ physical assetsorganizations’ physical assetso Also contains license agreements and Also contains license agreements and
activation keysactivation keyso Before placing, check digital Before placing, check digital
signatures, perform virus checks, signatures, perform virus checks, verify legality, p.o.’s etc.verify legality, p.o.’s etc.
o All items in DSL must be registered in All items in DSL must be registered in the the CMDBCMDB
EFQM
o European Foundation for Quality Management
EXIN
o Examination Institute for Information Sciences
FSCo Forward Schedule of Change
o Contains details of all the Changes Contains details of all the Changes approved for implantation and their approved for implantation and their proposed implementation datesproposed implementation dates
o Should be agreed with relevant Should be agreed with relevant customers within the business, with customers within the business, with Service Level Management, with the Service Level Management, with the Service Desk and with Availability Service Desk and with Availability ManagementManagement
o Once agreed, the Service Desk Once agreed, the Service Desk should communicate any planned should communicate any planned downtime to the usersdowntime to the users
FTA
o Fault Tree Analysiso Used to determine the chain of Used to determine the chain of
events that caused a disruption of IT events that caused a disruption of IT servicesservices
o Advantageso Can be used for availability Can be used for availability
calculationscalculationso Operations can be performed on the Operations can be performed on the
resulting treeresulting treeo example
Availability Management
ISO
o International Standards Organization
o websitewebsite
ITAMMo IT Availability Metrics Model
o Aids in setting up what reports and Aids in setting up what reports and metrics are required for availability metrics are required for availability reportingreporting
o Three main aspectsThree main aspectso Scope - what is affectedScope - what is affectedo Frequency – how often does it occur Frequency – how often does it occur o Duration – how long does each occurrence Duration – how long does each occurrence
lastlast
o Reporting can cover:Reporting can cover:o Vital Business Function, Application Vital Business Function, Application
Services, Data, Key Components, PlatformServices, Data, Key Components, Platform
o RFC 1857RFC 1857
Availability Management
ITIL
Information Technology Infrastructure Library
ITSCM
o IT Service Continuity Management
o ITSCM review, ITSCM review 2
ItSMF
o IT Service Management Forum
IVR
o Interactive Voice Recognitiono a telephony technology in which a a telephony technology in which a
caller interacts with a software caller interacts with a software application by using either a touch-application by using either a touch-tone telephone or the caller's voice. tone telephone or the caller's voice.
o ExamplesExampleso AVCAVC, , IVR SoftIVR Soft, ,
KE
o Known Error
KPIo Key Performance Indicator
o Use to judge the efficiency and effectiveness of the Use to judge the efficiency and effectiveness of the SLM processSLM process
o Examples:o What percentage of services are covered by SLA’s?What percentage of services are covered by SLA’s?o Are UC’s and OLA’s in place for all SLA’s?Are UC’s and OLA’s in place for all SLA’s?o Are SLA’s being monitored and are the regular Are SLA’s being monitored and are the regular
reports being produced?reports being produced?o Is documentation tracing issues and resolution?Is documentation tracing issues and resolution?o Are SLA’s, UC’s and OLA’s current and in need of Are SLA’s, UC’s and OLA’s current and in need of
update?update?o What percentage of targets are metWhat percentage of targets are meto What is the number and severity of Service Breaches?What is the number and severity of Service Breaches?o Are Service Level achievements improving?Are Service Level achievements improving?o Are Customer Statistics improving?Are Customer Statistics improving?o Are IT costs decreasing for services with stable Are IT costs decreasing for services with stable
service levels?service levels?
o Mean Time Between Failureso The frequency of failures over a The frequency of failures over a
given time from the last resolution to given time from the last resolution to the next incidentthe next incident
MTBF
UptimeUptime Down timeDown time UptimeUptime
ResolutionResolutionIncidentIncident
MTTRMTTR
IncidentIncident
MTBFMTBF
MTBSMTBSII
Availability Management
MTBSI
o Mean Time Between System Incidentso A measure of the frequency of failure A measure of the frequency of failure
over a given time from one incident over a given time from one incident to the nextto the next
UptimeUptime Down timeDown time UptimeUptime
ResolutionResolutionIncidentIncident
MTTRMTTR
IncidentIncident
MTBFMTBF
MTBSMTBSII
Availability Management
MTTR
o Mean Time to Repairo The average time to restore a Service The average time to restore a Service
or Component to operabilityor Component to operability
UptimeUptime Down timeDown time UptimeUptime
ResolutionResolutionIncidentIncident
MTTRMTTR
IncidentIncident
MTBFMTBF
MTBSMTBSII
Availability Management
OGC
o Office of Government Commerce
OLA
o Operational Level Agreement
PIR
o Post Implementation Reviewo Ensures fixes actually workedEnsures fixes actually workedo Confirm effectiveness of solution Confirm effectiveness of solution
prior ro final closureprior ro final closureo Verify Customer SatisfactionVerify Customer Satisfactiono Confirm no ill side effectsConfirm no ill side effectso Feed lessons learned into future Feed lessons learned into future
changeschanges
PRINCE2
o Projects IN Controlled Environmentso An An OGCOGC project management project management
methodology to approach projects methodology to approach projects within the ITIL contextwithin the ITIL context
PSAo Projected Service Availability
o Contains details of Changes to Contains details of Changes to agreed agreed SLASLA’s and service availability ’s and service availability because of the currently planned because of the currently planned FSCFSC
o Should be agreed with relevant Should be agreed with relevant customers within the business, with customers within the business, with Service Level Management, with the Service Level Management, with the Service Desk and with Availability Service Desk and with Availability ManagementManagement
o Once agreed, the Service Desk Once agreed, the Service Desk should communicate any planned should communicate any planned downtime to the usersdowntime to the users
RFC
o Request for Change
ROCE
o Return on Capital Employedo A measure of the returns that a A measure of the returns that a
company is realizing from its capital. company is realizing from its capital. Calculated as profit before interest Calculated as profit before interest and tax divided by the difference and tax divided by the difference between total assets and current between total assets and current liabilities. The resulting ratio liabilities. The resulting ratio represents the efficiency with which represents the efficiency with which capital is being utilized to generate capital is being utilized to generate revenue. revenue.
ROI
o Return on Investmento A measure of a corporation's A measure of a corporation's
profitability, equal to a fiscal year's profitability, equal to a fiscal year's income divided by common stock and income divided by common stock and preferred stock equity plus long-term preferred stock equity plus long-term debt. ROI measures how effectively debt. ROI measures how effectively the firm uses its capital to generate the firm uses its capital to generate profit; the higher the ROI, the better. profit; the higher the ROI, the better.
SCI
o Software Configuration Item
SIP
o Service Improvement Programo Utilizing feedback from the customer Utilizing feedback from the customer
to concentrate on the quality of to concentrate on the quality of service that will be delivered in the service that will be delivered in the next twelve months. Use to next twelve months. Use to demonstrate to the customer that demonstrate to the customer that steps will be taken to improve the steps will be taken to improve the service in the next revision of the service in the next revision of the SLASLA
SLA
o Service Level Agreemento Keep it simpleKeep it simple
o Concise and unambiguous verbiageConcise and unambiguous verbiage
o A friendly agreementA friendly agreemento Publish to everyonePublish to everyoneo Agreement with everyoneAgreement with everyoneo Never put anything in an SLA you Never put anything in an SLA you
can’t measurecan’t measureo 12 months long and revisit yearly12 months long and revisit yearly
SLA
o Multiple structures possibleo Corporate LevelCorporate Level
o Appropriate to every customer Appropriate to every customer throughout the organization e.g. throughout the organization e.g. response timeresponse time
o Customer LevelCustomer Levelo SLM issues particular to a specific SLM issues particular to a specific
customer groupcustomer group
o Service LevelService Levelo Issues of a specific service to a specific Issues of a specific service to a specific
groupgroup
SLM
o Service Level Managemento The core process under Service The core process under Service
DeliveryDelivery
SLR
o Service Level Requiremento The expression of an aspect of a The expression of an aspect of a
service in definitive and quantifiable service in definitive and quantifiable termsterms
SOA
o Service Outage Analysiso Consists of team from all interested Consists of team from all interested
partiespartieso IT, Business, 3IT, Business, 3rdrd parties parties
o Goal is to identify a business Goal is to identify a business perspective that will make perspective that will make recommendations to avoid, minimize recommendations to avoid, minimize impact, or improve detection of impact, or improve detection of outageoutage
o Each SOA should be treated as a Each SOA should be treated as a projectproject
Availability Management
SPOC
o Single Point of Contact
SPOF
o Single Point of Failure
TCO
o Total Cost of Ownership
TOP
o Technical Observation Posto Cross functional teamsCross functional teamso Provides end-to-end view of service Provides end-to-end view of service
delivery from operational support delivery from operational support and development perspectiveand development perspective
o Use real time monitoring to identify Use real time monitoring to identify problems and improvement problems and improvement opportunities within IT infrastructureopportunities within IT infrastructure
Availability Management
TOR
o Terms of Reference
TQM
o Total Quality Management
VBF
o Vital Business Functiono Specific Business Functions that are Specific Business Functions that are
critical to Business Operationscritical to Business Operationso Availability Management should have Availability Management should have
high priority to these areas of high priority to these areas of businessbusiness
Availability Management
End of Module 1 review
o Close your Books – no handoutso Each team it to identify the 5 Each team it to identify the 5
processes ofprocesses ofo Service SupportService Supporto Service DeliveryService Delivery
o Include a brief phrase or description Include a brief phrase or description to what it entailsto what it entails
End of Module 2: Lesson 1 review
o Close your Books – no handoutso Each team it to identify components Each team it to identify components
of a Service Level Agreementof a Service Level Agreement
o List as many as possibleList as many as possible
End of Module 2: Lesson 1 review
Should include at a minimum:Should include at a minimum:o Simple description of service and Simple description of service and
deliverablesdeliverableso Agreed Service HoursAgreed Service Hourso Response and resolution timesResponse and resolution timeso Service availability, security and Service availability, security and
continuity targetscontinuity targetso Customer and provider responsibilitiesCustomer and provider responsibilities
AlsoAlsoo ThroughputThroughputo ChargingChargingo Service reporting and reviewingService reporting and reviewingo Incentives and penaltiesIncentives and penalties
Day 1 ReviewWhich of the following Fall under Service
Delivery?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration ManagementConfiguration Management
Which of the following Fall under Service Delivery?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Day 1 ReviewWhich process or function will have CSIP
as an output?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Which process or function will have CSIP as an output?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Day 1 ReviewWhich function or process will have a
responsibility for license management?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Which function or process will have a responsibility for license management?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration ManagementConfiguration Management
Day 1 ReviewWhich function or process identifies the
cost of doing or not doing changes?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Which function or process identifies the cost of doing or not doing changes?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Day 1 ReviewWhich function or process is responsible
for incident registration?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Which function or process is responsible for incident registration?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Day 1 ReviewWhich function or process has a goal of
preventing the recurrence of incidents?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Which function or process has a goal of preventing the recurrence of incidents?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Day 1 ReviewWhich function or process has a goal of
improving security for hardware and software?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Which function or process has a goal of improving security for hardware and software?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Day 1 ReviewWhich function or process has the primary
goal of restoring normal service operation as quickly as possible minimizing the adverse impact on business operations?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Which function or process has the primary goal of restoring normal service operation as quickly as possible minimizing the adverse impact on business operations?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Day 1 ReviewWhich function or process is a single point
of contact for users on IT issues?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Which function or process is a single point of contact for users on IT issues?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Day 1 ReviewWhich function or process may use
differential charging to influence work habits?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Which function or process may use differential charging to influence work habits?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Day 1 ReviewWhich function or process accounts for all
IT Assets?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Which function or process accounts for all IT Assets?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration ManagementConfiguration Management
Day 1 ReviewWhich of the following processes fall under
Service Support?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration Management Configuration Management
Which of the following processes fall under Service Support?o Service DeskService Desko Incident ManagementIncident Managemento Service Level ManagementService Level Managemento Financial Management for ITFinancial Management for ITo Problem ManagementProblem Managemento Configuration ManagementConfiguration Management
Is a function, not a process
Day 1 ReviewWhich of the following are examples of SLA
structures commonly used?o Location BasedLocation Basedo Service BasedService Basedo Functional BasedFunctional Basedo Customer BasedCustomer Basedo Multi-level Multi-level
Which of the following are examples of SLA structures commonly used?o Location BasedLocation Basedo Service BasedService Basedo Functional BasedFunctional Basedo Customer BasedCustomer Basedo Multi-levelMulti-level
All customers use one service the same way
Covers all of the services by a single customer group
Day 1 ReviewWhich Problem Management Activity would
be responsible for seeing the problem through to a final resolution?o Problem ControlProblem Controlo Error ControlError Controlo Proactive Problem Management Proactive Problem Management
Which Problem Management Activity would be responsible for seeing the problem through to a final resolution?o Problem ControlProblem Controlo Error ControlError Controlo Proactive Problem Management Proactive Problem Management
Day 1 ReviewWhich Problem Management Activity would
be responsible performing trend analysis?o Problem ControlProblem Controlo Error ControlError Controlo Proactive Problem Management Proactive Problem Management
Which Problem Management Activity would be responsible performing trend analysis?o Problem ControlProblem Controlo Error ControlError Controlo Proactive Problem ManagementProactive Problem Management
Day 1 ReviewWhich Problem Management Activity would
interface with Incident Management ?o Problem ControlProblem Controlo Error ControlError Controlo Proactive Problem Management Proactive Problem Management
Which Problem Management Activity would interface with Incident Management ?o Problem ControlProblem Controlo Error ControlError Controlo Proactive Problem Management Proactive Problem Management
For the next couple of slides…
Identify which item is responsible
Day 1 ReviewWhich process is responsible for checking the
accuracy of configuration details Service Level ManagementService Level Management Financial ManagementFinancial Management Service DeskService Desk Incident ManagementIncident Management Problem ManagementProblem Management Configuration Management Configuration Management
Incident Management
Day 1 ReviewWhich process is responsible for control of
authorized CI’s Service Level ManagementService Level Management Financial ManagementFinancial Management Service DeskService Desk Incident ManagementIncident Management Problem ManagementProblem Management Configuration Management Configuration Management Configuration Management
Day 1 ReviewWhich process assists with the resolution of Major
Incidents Service Level ManagementService Level Management Financial ManagementFinancial Management Service DeskService Desk Incident ManagementIncident Management Problem ManagementProblem Management Configuration Management Configuration Management
Problem Management
Day 1 ReviewWhich process is responsible for controlling the
overall budget Service Level ManagementService Level Management Financial ManagementFinancial Management Service DeskService Desk Incident ManagementIncident Management Problem ManagementProblem Management Configuration Management Configuration Management
Financial Management
Day 1 ReviewWhich process is responsible for continuously
improving service levels in line with business processes Service Level ManagementService Level Management Financial ManagementFinancial Management Service DeskService Desk Incident ManagementIncident Management Problem ManagementProblem Management Configuration Management Configuration Management
Service Level Management
Day 1 ReviewWhich one will make 1st attempt at Incident
Resolution and/or refer to 2nd line support based on agreed service levels Service Level ManagementService Level Management Financial ManagementFinancial Management Service DeskService Desk Incident ManagementIncident Management Problem ManagementProblem Management Configuration Management Configuration Management
Service Desk
Day 1 ReviewWhich process is responsible for recording error
resolution in the Known Error database Service Level ManagementService Level Management Financial ManagementFinancial Management Service DeskService Desk Incident ManagementIncident Management Problem ManagementProblem Management Configuration Management Configuration Management
Problem Management
Day 1 ReviewWhich process is responsible for assisting in
management decisions on IT investments Service Level ManagementService Level Management Financial ManagementFinancial Management Service DeskService Desk Incident ManagementIncident Management Problem ManagementProblem Management Configuration Management Configuration Management
Financial Management
That’s all for now!
ITIL PROCESS GOALS
Source: itSMF pocket guide
Problem Management
To minimize the adverse effect on the business of incidents and problems caused by errors in the infrastructure, and to proactively prevent the occurrence of Incidents, problems, and errors
Service Level Management
To maintain and gradually improve business aligned IT service quality through a constant cycle of agreeing, monitoring, reporting, and reviewing IT service achievements and through instigating unacceptable levels of service
Financial Management for IT
To provide cost effective stewardship of IT assets and the financial resources used providing IT services
Service Desk
To act as central point of contact between the User and IT service management. To handle incidents and requests, and to provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, and IT Service Continuity Management
Change Management
To ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of any related incidents upon service
Release Management
To take an holistic view of a change to an IT service and ensure that all aspects of a release, both technical and non-technical, considered together.
Capacity Management
To understand the future business requirements (the required service delivery), the organization’s operation (the current service delivery), the IT infrastructure (the means of service delivery), and ensure that all current and future requirements are provided cost effectively
Incident Management
To restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained
IT Service Continuity Management
To support the overall Business Continuity Management process by ensuring that the required IT technical and service facilities can be recovered within required and agreed business time scales
Configuration Management
To provide a logical model of the IT infrastructure by identifying, controlling and verifying the versions of all logical items in existence
Availability Management
To optimize the capability of the IT infrastructure and supporting organization to deliver a cost effective and sustained level of service that enables the business to satisfy its objectives
Responsibilities ReviewResponsibilities Review
Take a look at each Responsibility and link it to the Take a look at each Responsibility and link it to the correct process from the left hand side of the slide!correct process from the left hand side of the slide!
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is responsible for ensuring This is responsible for ensuring security requirements are security requirements are defined and incorporated within defined and incorporated within the overall Availability designthe overall Availability design
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Security Management
IT Service Continuity Management
This is responsible measuring This is responsible measuring and reporting, and coordinating and reporting, and coordinating other service management other service management functionsfunctions
Financial Mgt
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Security Management
IT Service Continuity Management
This is responsible for This is responsible for providing initial assessments of providing initial assessments of all incidents, producing all incidents, producing management reports and management reports and escalation based on SLA’sescalation based on SLA’s
Financial Mgt
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Security Management
IT Service Continuity Management
This is responsible for sizing This is responsible for sizing resource needs for new and resource needs for new and changed applications changed applications considering the future business considering the future business requirements for ITrequirements for IT
Financial Mgt
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Security Management
IT Service Continuity Management
This is responsible for This is responsible for identification and control of identification and control of configuration itemsconfiguration items
Financial Mgt
Incident Management
Problem Management
Change Management
Release Management
Security Management
IT Service Continuity Management
This is responsible for ensuring This is responsible for ensuring roles and responsibilities, plans roles and responsibilities, plans and appropriate solutions are in and appropriate solutions are in place to be aligned with place to be aligned with Business Continuity plansBusiness Continuity plans
Financial Mgt
Incident Management
Problem Management
Change Management
Release Management
Security Management
This is responsible for This is responsible for monitoring for SLA compliance monitoring for SLA compliance and checking the accuracy of and checking the accuracy of configuration detailsconfiguration details
Financial Mgt
Problem Management
Change Management
Release Management
Security Management
This is responsible for assisting in This is responsible for assisting in management decisions on IT management decisions on IT investments and for assessing investments and for assessing business cases related to changes business cases related to changes to IT Servicesto IT Services
Problem Management
Change Management
Release Management
Security Management
This is responsible for planning This is responsible for planning and implementing the release of and implementing the release of changes and that they are changes and that they are traceable by the CMDBtraceable by the CMDB
Problem Management
Change Management
Security Management
This is responsible for This is responsible for providing circumvention details providing circumvention details to facilitate the Service Desk in to facilitate the Service Desk in providing first time fixesproviding first time fixes
Change Management
Security Management
This is responsible for Post This is responsible for Post Implementation Review and Implementation Review and CloseClose
Security Management
This is This is accountableaccountable for for ensuring compliance to IT ensuring compliance to IT Security policy for the Security policy for the implementation of new IT implementation of new IT servicesservices
Responsibilities ReviewResponsibilities Review
Round 2Round 2
No Elimination and Random orderNo Elimination and Random order
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is This is accountableaccountable for for ensuring compliance to IT ensuring compliance to IT Security policy for the Security policy for the implementation of new IT implementation of new IT servicesservices
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is responsible for assisting in This is responsible for assisting in management decisions on IT management decisions on IT investments and for assessing investments and for assessing business cases related to changes business cases related to changes to IT Servicesto IT Services
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is responsible for sizing This is responsible for sizing resource needs for new and resource needs for new and changed applications changed applications considering the future business considering the future business requirements for ITrequirements for IT
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is responsible for This is responsible for identification and control of identification and control of configuration itemsconfiguration items
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is responsible for ensuring This is responsible for ensuring roles and responsibilities, plans roles and responsibilities, plans and appropriate solutions are in and appropriate solutions are in place to be aligned with place to be aligned with Business Continuity plansBusiness Continuity plans
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is responsible for This is responsible for monitoring for SLA compliance monitoring for SLA compliance and checking the accuracy of and checking the accuracy of configuration detailsconfiguration details
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is responsible for planning This is responsible for planning and implementing the release of and implementing the release of changes and that they are changes and that they are traceable by the CMDBtraceable by the CMDB
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is responsible for This is responsible for providing circumvention details providing circumvention details to facilitate the Service Desk in to facilitate the Service Desk in providing first time fixesproviding first time fixes
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is responsible for This is responsible for providing initial assessments of providing initial assessments of all incidents, producing all incidents, producing management reports and management reports and escalation based on SLA’sescalation based on SLA’s
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is responsible measuring This is responsible measuring and reporting, and coordinating and reporting, and coordinating other service management other service management functionsfunctions
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is responsible for Post This is responsible for Post Implementation Review and Implementation Review and CloseClose
Financial Mgt
Service Level Management
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
This is responsible for ensuring This is responsible for ensuring security requirements are security requirements are defined and incorporated within defined and incorporated within the overall Availability designthe overall Availability design
Responsibilities ReviewResponsibilities Review
That’s allThat’s all
Unless you want to Unless you want to do it againdo it again!!
