ITIL Flashcards
ITSM
IT service management
ITIL
Information Technology Infrastructure Library
4 Dimensions/perspectives or Factors Critical to Successful Value Delivery - These are the 4 resources
1) Organization and People
2) Information and Technology
3)Partners and Suppliers
4) Value Stream and Processes
4 Ps - People , Products, Partners, Processes
IT organization assess cost and impact and risks associated with what for each part of the SVS
4 D
ITIL framework built around a model called
Service Value System (SVS)
7 Principles
Start where you are
Think of work holistically
Optimize and automate
Progress Iteratively with feedback
Keep it simple and practice
Focus on Value
Collaborate and promote visibility
STOP KFC
Service
A way for the organization to create value for themselves and customers. Almost all services are IT enabled
Service Value Chain has 6 Step model - AKA IT lifecycle
This creates value
1) Plan
2) Engage
3) Design and Transition
4) Procurement/Building
5) Deliver and support
6) Improve
PED PID
5 parts of the SVS
Principles
Governance
Service Value Chain
Practices
Continuous Improvement
Governance
Means by which an organization is directed and controlled. Effective corp gov drives IT org to max value creation while minimizing cost and mitigating risks
Practices
Organization resources that can help accomplish an objective
3 Categories of Management practices
General (14)
Service(17)
Technical (3)
34
Service Management
Set of specialized organizational capability for enabling value for customers in the form of services
Value
- perceived benefits, usefulness and important of somethings
Organization
Person/group that has its own functions with responsibilities - to achieve its obj - can vary in size and complexity and be 1+ people
Service consumer
when receiving services
Sponsor
Authorizes budget for service consumption
Customer
Defines req for a service
User
The role that uses a service
Product
a configuration of an org resources designed to offer value for a consumer
Service offering
1 or more services to meet needs of target consumer grp
Service relationship
coop between provider and consumer
Service relationships are valuable when
have more possitive effects than negative
Costs
Amount $ spent on activity/resource
Two tyes of costs
Cost removed - from consumer by a service - eg managed office
Cost impacted - on consumer (eg staff training)
Risk
Possible event that could cause harm/make it diff to reach obj
2 types of risk
Risk removed - from consumer - eg cloud - so no need for hardware
Risk imposed - to consumer - eg security breach
Utility
Functionality offered by product or service to meet a particular need - what a service does
Warranty
assurance that service will meet agreed req
Each of the 4 D affected by multiple factors
6 PESTLE
Political
Economical
Social
Technology
Legal
Environment
Value Stream
Series of steps org use to create and deliver product/services to consumers
Process
Set of act that transforms input to output
Org agility
adapt to internal changes
Org resilience
anticipate for ext changes
Governance is realized through 3 activities
Evaluate
Direct
Monitor
To do service management need to understand 3 things
Nature of value
Nature and scope of stakeholder
How value creation is enabled through services
3 types of service offerings
Goods to be supplied -consumer attains ownership and respons (phone)
Access to resources -consumer received controlled access - access to mobile network
Service actions performed -provider fufil needs of consumer - eg user support
3 parts of info security management
Prevention - ensure security events don’t occur
Detection - detect incidents that can’t be prevented
Correction - recover from incidents after detected
3 points that we should evaluate and select suppliers based on
Importance and impact - value of service to business provided by supplier
Risk - risks assoc with using service
Cost - cost of service and its provision
5 purposes of IT asset management
Max value
Control costs
Manage risks
Support decisionmaking about purchase/retirement of assets
Meet regulatory and contractual req
IT asset
Any valuable component that can contribute to the delivery of an IT prod or service
scope of IT asset management can include
software, hardware, networking, cloud services and client services
ITAM
ITAM - sub practice - looking at management of IT lifecylces
Software asset management (SAM)
infrastructure and process necess for effective management of software assets
Event
Change in state with significance for management of service/configurable item (CI)
types of events
Informational - successful tasks
Warning - when device reaching limit
Exception - error given off when system acts abnormally
Incident
Unplanned interruption to a service or reduction in quality
3 phases of problem management
Prob Identification- identify and log problem
Prob control -prob analysi and workarounds
Error control -manage known errors
3 types of change
Standard change - low risk pre authorized changes (eg service requests)
Normal change - changes that need to be scheduled and authorized - need to go through entire change management process - eg website change - change board
Emergency change - need to be implemented as soon as possible
Change authority
Person or group that authorizes the change
Configurable item
Any component that needs to be managed in order to deliver an IT service
vs IT asset - same but has financial value
Config management system
Set of tools and info used to support config management
Release
Version of a service/CI or collection of CI that is made available for use. Can be small or large
Request
Req from user that initiates a service action
Service level
One/more metrics that define expected/achieved service quality
Service level agreement
Documented agreement between a service provider and customer that identifies services req and expected level of service
Resources to identify service level management
customer engagement and feedback
operational metrics
business metrics
4 types of deployment
Phased - parts deployed to parts of an office at a time
Continuous - components are integrated and test and deployed just when they are needed - opportunity for customer feedback loops
Big bang - components deployed to all targets at one time
Pull - new /changed software available in a repository and customers choose
Relationship between
events, changes, problem management
Problem management - identify known issues - > reults in known events (identify, analyze and control)
Events- changes in CI - 3 types - info, warning, exceptions - which are incidents
Events and incidents can result in changes that can be
Std, normal, emergency
