ITIL: IT Infrastructure Library Flashcard resources for learning about ITIL

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ITIL IT Infrastructure LibraryFlashcard
resources for learning about ITIL
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.
Service Management Definitions Web Links Acronyms
Review Day 1 Review GOALS Responsibilities
This icon comes back here
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ITIL Web References

• Marks little ITIL portal
• OGC ITIL Homepage
• IT Service Management Forum

ITIL Exam Options by EXIN Information Systems
Examination Board Fox IT ITIL resources
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Service Management
Service Delivery Service Support
4
Service Delivery

• Tactical Relevance

Service Level Management Financial Management for
IT Services Availability Management Capacity
Management IT Service Continuity Management
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Service Level Management
A means to an end. A mechanism for management of
a relationship between the Customer and Provider
for mutual benefits.

• Owner SLM Manager
• Goal 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
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Service Level Management
A means to an end. A mechanism for management of
a relationship between the Customer and Provider
for mutual benefits.

• Outputs SIP, SLA, Service Catalog, acceptance,
  business transformation, better understanding of
  Customers business processes and drivers,
  accountability of provider
• Roles Customer, Provider (internal or external
  service department), SLM manager
• Responsibilities negotiate and review SLAs and
  ensure internal underpinning OLAs and external
  support contracts are adequate with the customer.
  Work on a SIP

Service Delivery
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Financial Management
Budgeting, IT Accounting, Charging

• 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,
  SLRs
• Actions Which methods to use. Budget ,
  accounting , chargeback's
• Outputs adj budget, var reports,
  recommendations, BUDGET
• Roles customer, Fin mgr
• Responsibilities 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
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Availability Management
Designed, implemented, measured and managed

• Owner Availability Manager
• Goal 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

Service Delivery
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Availability Management
Designed, implemented, measured and managed

• 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 SIPs.
• Roles Availability Manager
• Responsibilities Design in Security
  Requirements as defined in overall IT Security
  plan (tactically and operationally)

Service Delivery
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Availability Management
Designed, implemented, measured and managed
Examples of bidirectional interfaces with other
Service Management Disciplines
Service Delivery
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Capacity Management

• Owner Capacity Manager
• Goal 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,
  Implementation
• Outputs 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

Service Delivery
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Capacity Management

• Sub Processes
• Business Capacity Management Ensure future
  Business Requirements are considered, planned and
  implemented
• 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.
• 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.

Service Delivery
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IT Service Continuity Management

• 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, testing
• Roles 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

Service Delivery
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IT Service Continuity Management
The Business Continuity Lifecycle
Initiate BCM
Stage 1 Initiation
Stage 2 Requirements and Strategy
Stage 3 Implementation
Stage 4 Operational Management
Service Delivery
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IT Service Continuity Management

• Real world examples of why you need to do this
• London Stock Exchange 2000
• New Zealand Power Crisis
• DDOS Considerations
• Other Natural Disaster Costs

Service Delivery
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Service Support

• Operational Relevance

Service Desk (Function) Incident
Management Problem Management Configuration
Management Change Management Release Management
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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.

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Incident Management

• Own Incident Manager
• Goal Restore Service, minimize impact
• Inputs Symptoms, KEs, SLA
• Actions Record, classify, investigate,
  diagnose, escalate
• Outputs resolution, updates, reports, incident
  becomes a problem, metrics
• Roles Service Desk
• Responsibilities to make sure every incident
  logged, resolve as soon as possible

Service Support
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Problem Management

• Owner Problem Manager
• Goal 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 KEs, RFC, updated problem record,
  closed problem record, response from incident
  matching Problem or KE
• Roles Problem Manager, Problem Support
• Responsibilities 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

Service Support
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Problem Management

• Problem Investigation and Diagnosis Techniques
• Ishikawa
• Kepner and Tregoe
• Kepner Trogoe Consulting
• Brainstorm
• Flowchart

Service Support
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Configuration Management

• 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.
• Account for all of the IT Assets
• Provide accurate information on configurations
  and their documentation to support all the other
  Service Management Processes
• Provide a Sound basis for Incident, Problem,
  Change, and Release Management
• Verify configuration records against the
  infrastructure and correct and exceptions
• Inputs Business Requirements, incidents,
• Activities Planning, Identification, Control,
  Status Accounting, Verification and Audit
• Outputs Reports, updates, kpis
• Roles Configuration Manager, Configuration
  Management Team, Asset manager, Librarian (sw and
  documentation),
• Responsibilities processing RFCs

Service Support
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Change Management

• Goal 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 RFCs, CMDB, FSC,
• Activities filter changes, manage changes,
  review and close RFCs, management reporting
• Outputs Change and Configuration Management
  Plan (CCM), 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
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Change Management

• Relationship with Capacity, Configuration and
  Release Management

Change Management Assesses Impact
Change Management Authorizes Change
Release Management Controls release of new
version of software or hardware if required to
implement change
Capacity Management Assesses impact on Business
IT Performance
Configuration Management Identifies areas
impacted
Configuration Management Updates Records
Service Support
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Release Management

• Owner Release Manager
• Goal Plan and Oversee rollout of Hardware and
  Software
• Inputs Business needs, RFCs,
• Actions Plan, Design, Build, Communicate,
  configuration, Testing, Scheduling
• Outputs updates to CMDB, documentation
• Roles Release manager
• Responsibilities Plan, design, build, test,
  implement roll out

Consider both technical and non-technical aspects
of release..
Service Support
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Acronyms Hyperlinksmove your mouse over the
acronym for tool tips!Click on the link for its
definitionor just click through the presentation

• ACD
• BCM
• BIA
• BSI
• CAB

CAB/EC CCTA CDB CFIA
CI CIA CMDB CRAMM CSF
CSS CTI DHS DSL EFQM
EXIN FSC FTA ISO ITAMM
ITSCM ItSMF IVR
KE KPI MTBF MTTR OGC
OLA PIR PRINCE PSA RFC
ROCE ROI SCI SIP SLA
SLM SLR SOA SPOC SPOF
TCO TOP TOR TQM
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ACD

• Automatic Call Distribution
• a telephone facility that handles incoming calls
  and manages them based on a database of handling
  instructions.
• Examples
• Concerto, Aspect, Amcat, Pronexus, Oaisys

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BCM

• Business Continuity Management
• A six step lifecycle
• Initiation
• Business Impact Analysis
• Risk Assessment (CRAMM)
• Business Continuity Strategy
• Implementation
• Operational

IT Service Continuity Management
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BIA

• Business Impact Analysis
• Focuses on the business needs of IT Services
• Identifies the minimum requirements of each
  service to meet the critical business needs

IT Service Continuity Management
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BSI

• British Standards Institution

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CAB

• Change Advisory Board
• A group of people who can give expert advice to
  the change management team on the implementation
  of Changes
• Likely to be made up of internal and external
  representatives from all areas within IT and
  representatives from business people
• Review all submitted RFCs. Attend all CAB or
  CAB/EC meetings, provide advice on Change
  Management on aspects of proposed urgent changes
• Should have stated and agreed assessment
  criteria. This will assist in the the Change
  Management process, acting as a template or
  framework by which members can assess each change

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CAB/EC

• Change Advisory Board/Emergency Committee
• When there is not time to convene the full CAB in
  emergencies use this group ..smaller
• Should represent both technical and business
  interests

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CCTA

• Central Computer and Telecommunications Agency
• Now know as OGC (Office of Government Commerce)

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CDB

• Capacity Database

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CFIA

• Component Failure Impact Analysis
• Means of determining components which are a
  single point of failure and services with high
  vulnerability to them
• A matrix is constructed with CIs making up the
  services as the rows and service names as columns

Availability Management
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CI

• Configuration Item
• May include Hardware, Software or documentation
• Examples include
• Services, Servers, environments, equipment,
  network components, desktops, mobile units,
  applications, licenses, telecommunication
  services and facilities
• Includes identifiers for versions and their
  configuration documents
• Other records and data associated with CIs
  include Incidents, Known Errors (KE) and
  Problems, and corporate data about employees,
  suppliers, locations, business units, and
  procedures

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CIA

• Confidentiality, Integrity, and Availability

Measuring Availability
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CMDB

• Configuration Management Database
• Typically stored in a searchable database
• Holds relationship of all components, including
  incidents, KEs, Changes, and Releases.
• Contains information about Incidents, KEs and
  Problems, and corporate data about employees,
  suppliers, locations and business units.
• Can contain details about users, staff and
  business units
• May also include inventory details such as
  supplier, cost, purchase date and renewal date
  for a license.

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CRAMM

• CCTA Risk Analysis and Management Method
• Risk Analysis
• Identification of risks to IT components and
  assessment of the level of risk. Assess threats
• Risk Management
• Identification, selection and adoption of
  countermeasures justified by the identified risks

Availability Management
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CSF

• Critical Success Factor

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CSS

• Customer Satisfaction Survey

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CTI

• Computer Telephony Integration
• enables organizations to make calls directly from
  databases or popular contact management packages
  (e.g. Goldmine and ACT!) and automatically pull
  up customer records relating to an incoming call.
  The productivity and customer service benefits
  are considerable.
• The classic CTI application is 'screen popping'
  which uses CLI (Calling Line Identity) -
  potentially - to identify callers and display
  their records on-screen before a call is
  answered, thereby improving the speed with which
  each call is handled.

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DHS

• Definitive Hardware Store
• Replacement hardware of a known build is held in
  stock
• All equipment must be recorded in the CMDB

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DSL

• Definitive Software Library
• Contains master copies of an organizations
  physical assets
• Also contains license agreements and activation
  keys
• Before placing, check digital signatures, perform
  virus checks, verify legality, p.o.s etc.
• All items in DSL must be registered in the CMDB

44
EFQM

• European Foundation for Quality Management

45
EXIN

• Examination Institute for Information Sciences

46
FSC

• Forward Schedule of Change
• Contains details of all the Changes approved for
  implantation and their proposed implementation
  dates
• Should be agreed with relevant customers within
  the business, with Service Level Management, with
  the Service Desk and with Availability Management
• Once agreed, the Service Desk should communicate
  any planned downtime to the users

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FTA

• Fault Tree Analysis
• Used to determine the chain of events that caused
  a disruption of IT services
• Advantages
• Can be used for availability calculations
• Operations can be performed on the resulting tree
• example

Availability Management
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ISO

• International Standards Organization
• website

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ITAMM

• IT Availability Metrics Model
• Aids in setting up what reports and metrics are
  required for availability reporting
• Three main aspects
• Scope - what is affected
• Frequency how often does it occur
• Duration how long does each occurrence last
• Reporting can cover
• Vital Business Function, Application Services,
  Data, Key Components, Platform
• RFC 1857

Availability Management
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ITIL

• Information Technology Infrastructure Library

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ITSCM

• IT Service Continuity Management
• ITSCM review, ITSCM review 2

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ItSMF

• IT Service Management Forum

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IVR

• Interactive Voice Recognition
• a telephony technology in which a caller
  interacts with a  software application by using
  either a touch-tone telephone or the caller's
  voice.
• Examples
• AVC, IVR Soft,

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KE

• Known Error

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KPI

• Key Performance Indicator
• Use to judge the efficiency and effectiveness of
  the SLM process
• Examples
• What percentage of services are covered by SLAs?
• Are UCs and OLAs in place for all SLAs?
• Are SLAs being monitored and are the regular
  reports being produced?
• Is documentation tracing issues and resolution?
• Are SLAs, UCs and OLAs current and in need of
  update?
• What percentage of targets are met
• What is the number and severity of Service
  Breaches?
• Are Service Level achievements improving?
• Are Customer Statistics improving?
• Are IT costs decreasing for services with stable
  service levels?

56
MTBF

• Mean Time Between Failures
• The frequency of failures over a given time from
  the last resolution to the next incident

Availability Management
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MTBSI

• Mean Time Between System Incidents
• A measure of the frequency of failure over a
  given time from one incident to the next

Availability Management
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MTTR

• Mean Time to Repair
• The average time to restore a Service or
  Component to operability

Availability Management
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OGC

• Office of Government Commerce

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OLA

• Operational Level Agreement

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PIR

• Post Implementation Review
• Ensures fixes actually worked
• Confirm effectiveness of solution prior ro final
  closure
• Verify Customer Satisfaction
• Confirm no ill side effects
• Feed lessons learned into future changes

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PRINCE2

• Projects IN Controlled Environments
• An OGC project management methodology to approach
  projects within the ITIL context

63
PSA

• Projected Service Availability
• Contains details of Changes to agreed SLAs and
  service availability because of the currently
  planned FSC
• Should be agreed with relevant customers within
  the business, with Service Level Management, with
  the Service Desk and with Availability Management
• Once agreed, the Service Desk should communicate
  any planned downtime to the users

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RFC

• Request for Change

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ROCE

• Return on Capital Employed
• A measure of the returns that a company is
  realizing from its capital. Calculated as profit
  before interest and tax divided by the difference
  between total assets and current liabilities. The
  resulting ratio represents the efficiency with
  which capital is being utilized to generate
  revenue.

66
ROI

• Return on Investment
• A measure of a corporation's profitability, equal
  to a fiscal year's income divided by common stock
  and preferred stock equity plus long-term debt.
  ROI measures how effectively the firm uses its
  capital to generate profit the higher the ROI,
  the better.

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SCI

• Software Configuration Item

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SIP

• Service Improvement Program
• Utilizing feedback from the customer to
  concentrate on the quality of service that will
  be delivered in the next twelve months. Use to
  demonstrate to the customer that steps will be
  taken to improve the service in the next revision
  of the SLA

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SLA

• Service Level Agreement
• Keep it simple
• Concise and unambiguous verbiage
• A friendly agreement
• Publish to everyone
• Agreement with everyone
• Never put anything in an SLA you cant measure
• 12 months long and revisit yearly

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SLA

• Multiple structures possible
• Corporate Level
• Appropriate to every customer throughout the
  organization e.g. response time
• Customer Level
• SLM issues particular to a specific customer
  group
• Service Level
• Issues of a specific service to a specific group

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SLM

• Service Level Management
• The core process under Service Delivery

72
SLR

• Service Level Requirement
• The expression of an aspect of a service in
  definitive and quantifiable terms

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SOA

• Service Outage Analysis
• Consists of team from all interested parties
• IT, Business, 3rd parties
• Goal is to identify a business perspective that
  will make recommendations to avoid, minimize
  impact, or improve detection of outage
• Each SOA should be treated as a project

Availability Management
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SPOC

• Single Point of Contact

75
SPOF

• Single Point of Failure

76
TCO

• Total Cost of Ownership

77
TOP

• Technical Observation Post
• Cross functional teams
• Provides end-to-end view of service delivery from
  operational support and development perspective
• Use real time monitoring to identify problems and
  improvement opportunities within IT infrastructure

Availability Management
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TOR

• Terms of Reference

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TQM

• Total Quality Management

80
VBF

• Vital Business Function
• Specific Business Functions that are critical to
  Business Operations
• Availability Management should have high priority
  to these areas of business

Availability Management
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End of Module 1 review

• Close your Books no handouts
• Each team it to identify the 5 processes of
• Service Support
• Service Delivery
• Include a brief phrase or description to what it
  entails

82
End of Module 2 Lesson 1 review

• Close your Books no handouts
• Each team it to identify components of a Service
  Level Agreement
• List as many as possible

83
End of Module 2 Lesson 1 review

• Should include at a minimum
• Simple description of service and deliverables
• Agreed Service Hours
• Response and resolution times
• Service availability, security and continuity
  targets
• Customer and provider responsibilities
• Also
• Throughput
• Charging
• Service reporting and reviewing
• Incentives and penalties

84
Day 1 Review

• Which of the following Fall under Service
  Delivery?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

• Which of the following Fall under Service
  Delivery?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

85
Day 1 Review

• Which process or function will have CSIP as an
  output?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

• Which process or function will have CSIP as an
  output?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

86
Day 1 Review

• Which function or process will have a
  responsibility for license management?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

• Which function or process will have a
  responsibility for license management?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

87
Day 1 Review

• Which function or process identifies the cost of
  doing or not doing changes?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

• Which function or process identifies the cost of
  doing or not doing changes?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

88
Day 1 Review

• Which function or process is responsible for
  incident registration?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

• Which function or process is responsible for
  incident registration?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

89
Day 1 Review

• Which function or process has a goal of
  preventing the recurrence of incidents?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

• Which function or process has a goal of
  preventing the recurrence of incidents?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

90
Day 1 Review

• Which function or process has a goal of improving
  security for hardware and software?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

• Which function or process has a goal of improving
  security for hardware and software?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

91
Day 1 Review

• Which function or process has the primary goal of
  restoring normal service operation as quickly as
  possible minimizing the adverse impact on
  business operations?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem 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?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

92
Day 1 Review

• Which function or process is a single point of
  contact for users on IT issues?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

• Which function or process is a single point of
  contact for users on IT issues?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

93
Day 1 Review

• Which function or process may use differential
  charging to influence work habits?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

• Which function or process may use differential
  charging to influence work habits?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

94
Day 1 Review

• Which function or process accounts for all IT
  Assets?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

• Which function or process accounts for all IT
  Assets?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

95
Day 1 Review

• Which of the following processes fall under
  Service Support?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

• Which of the following processes fall under
  Service Support?
• Service Desk
• Incident Management
• Service Level Management
• Financial Management for IT
• Problem Management
• Configuration Management

Is a function, not a process
96
Day 1 Review

• Which of the following are examples of SLA
  structures commonly used?
• Location Based
• Service Based
• Functional Based
• Customer Based
• Multi-level

• Which of the following are examples of SLA
  structures commonly used?
• Location Based
• Service Based
• Functional Based
• Customer Based
• Multi-level

All customers use one service the same way
Covers all of the services by a single customer
group
97
Day 1 Review

• Which Problem Management Activity would be
  responsible for seeing the problem through to a
  final resolution?
• Problem Control
• Error Control
• Proactive Problem Management

• Which Problem Management Activity would be
  responsible for seeing the problem through to a
  final resolution?
• Problem Control
• Error Control
• Proactive Problem Management

98
Day 1 Review

• Which Problem Management Activity would be
  responsible performing trend analysis?
• Problem Control
• Error Control
• Proactive Problem Management

• Which Problem Management Activity would be
  responsible performing trend analysis?
• Problem Control
• Error Control
• Proactive Problem Management

99
Day 1 Review

• Which Problem Management Activity would interface
  with Incident Management ?
• Problem Control
• Error Control
• Proactive Problem Management

• Which Problem Management Activity would interface
  with Incident Management ?
• Problem Control
• Error Control
• Proactive Problem Management

100
For the next couple of slides

• Identify which item is responsible

101
Day 1 Review

• Which process is responsible for checking the
  accuracy of configuration details
• Service Level Management
• Financial Management
• Service Desk
• Incident Management
• Problem Management
• Configuration Management

Incident Management
102
Day 1 Review

• Which process is responsible for control of
  authorized CIs
• Service Level Management
• Financial Management
• Service Desk
• Incident Management
• Problem Management
• Configuration Management

Configuration Management
103
Day 1 Review

• Which process assists with the resolution of
  Major Incidents
• Service Level Management
• Financial Management
• Service Desk
• Incident Management
• Problem Management
• Configuration Management

Problem Management
104
Day 1 Review

• Which process is responsible for controlling the
  overall budget
• Service Level Management
• Financial Management
• Service Desk
• Incident Management
• Problem Management
• Configuration Management

Financial Management
105
Day 1 Review

• Which process is responsible for continuously
  improving service levels in line with business
  processes
• Service Level Management
• Financial Management
• Service Desk
• Incident Management
• Problem Management
• Configuration Management

Service Level Management
106
Day 1 Review

• Which one will make 1st attempt at Incident
  Resolution and/or refer to 2nd line support based
  on agreed service levels
• Service Level Management
• Financial Management
• Service Desk
• Incident Management
• Problem Management
• Configuration Management

Service Desk
107
Day 1 Review

• Which process is responsible for recording error
  resolution in the Known Error database
• Service Level Management
• Financial Management
• Service Desk
• Incident Management
• Problem Management
• Configuration Management

Problem Management
108
Day 1 Review

• Which process is responsible for assisting in
  management decisions on IT investments
• Service Level Management
• Financial Management
• Service Desk
• Incident Management
• Problem Management
• Configuration Management

Financial Management
109
Thats all for now!
110
ITIL PROCESS GOALS
Source itSMF pocket guide
111
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

112
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

113
Financial Management for IT

• To provide cost effective stewardship of IT
  assets and the financial resources used providing
  IT services

114
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

115
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

116
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.

117
Capacity Management

• To understand the future business requirements
  (the required service delivery), the
  organizations 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

118
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

119
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

120
Configuration Management

• To provide a logical model of the IT
  infrastructure by identifying, controlling and
  verifying the versions of all logical items in
  existence

121
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

122
Responsibilities Review
Take a look at each Responsibility and link it to
the correct process from the left hand side of
the slide!
123
Financial Mgt
Service Level Management
This is responsible for ensuring security
requirements are defined and incorporated within
the overall Availability design
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
124
Financial Mgt
Service Level Management
This is responsible measuring and reporting, and
coordinating other service management functions
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Security Management
IT Service Continuity Management
125
Financial Mgt
This is responsible for providing initial
assessments of all incidents, producing
management reports and escalation based on SLAs
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Security Management
IT Service Continuity Management
126
Financial Mgt
This is responsible for sizing resource needs for
new and changed applications considering the
future business requirements for IT
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Security Management
IT Service Continuity Management
127
Financial Mgt
This is responsible for identification and
control of configuration items
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Security Management
IT Service Continuity Management
128
Financial Mgt
This is responsible for ensuring roles and
responsibilities, plans and appropriate solutions
are in place to be aligned with Business
Continuity plans
Incident Management
Problem Management
Change Management
Release Management
Security Management
IT Service Continuity Management
129
Financial Mgt
This is responsible for monitoring for SLA
compliance and checking the accuracy of
configuration details
Incident Management
Problem Management
Change Management
Release Management
Security Management
130
Financial Mgt
This is responsible for assisting in management
decisions on IT investments and for assessing
business cases related to changes to IT Services
Problem Management
Change Management
Release Management
Security Management
131
This is responsible for planning and implementing
the release of changes and that they are
traceable by the CMDB
Problem Management
Change Management
Release Management
Security Management
132
This is responsible for providing circumvention
details to facilitate the Service Desk in
providing first time fixes
Problem Management
Change Management
Security Management
133
This is responsible for Post Implementation
Review and Close
Change Management
Security Management
134
This is accountable for ensuring compliance to IT
Security policy for the implementation of new IT
services
Security Management
135
Responsibilities Review
Round 2 No Elimination and Random order
136
Financial Mgt
Service Level Management
This is accountable for ensuring compliance to IT
Security policy for the implementation of new IT
services
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
137
Financial Mgt
Service Level Management
This is responsible for assisting in management
decisions on IT investments and for assessing
business cases related to changes to IT Services
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
138
Financial Mgt
Service Level Management
This is responsible for sizing resource needs for
new and changed applications considering the
future business requirements for IT
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
139
Financial Mgt
Service Level Management
This is responsible for identification and
control of configuration items
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
140
Financial Mgt
Service Level Management
This is responsible for ensuring roles and
responsibilities, plans and appropriate solutions
are in place to be aligned with Business
Continuity plans
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
141
Financial Mgt
Service Level Management
This is responsible for monitoring for SLA
compliance and checking the accuracy of
configuration details
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
142
Financial Mgt
Service Level Management
This is responsible for planning and implementing
the release of changes and that they are
traceable by the CMDB
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
143
Financial Mgt
Service Level Management
This is responsible for providing circumvention
details to facilitate the Service Desk in
providing first time fixes
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
144
Financial Mgt
Service Level Management
This is responsible for providing initial
assessments of all incidents, producing
management reports and escalation based on SLAs
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
145
Financial Mgt
Service Level Management
This is responsible measuring and reporting, and
coordinating other service management functions
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
146
Financial Mgt
Service Level Management
This is responsible for Post Implementation
Review and Close
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
147
Financial Mgt
Service Level Management
This is responsible for ensuring security
requirements are defined and incorporated within
the overall Availability design
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Capacity Management
Availability Management
Security Management
IT Service Continuity Management
148
Responsibilities Review
Thats all Unless you want to do it again!