ITIL Flashcards
ITIL
ITIL describes processes, procedures, tasks and checklists that are not organization-specific, used by an organization for establishing integration with the organization’s strategy, delivering value and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
5 Volumes of ITIL
Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
5 key processes within Service Strategy
IT service management Service & Portfolio Management Financial management for IT services Demand Management Business relationship management
8 Key processes within Service Design
Design coordination (Introduced in ITIL 2011 Edition) Service Catalogue Service level Management Availability Management Capacity Management IT Service Continuity Management (ITSCM) Information Security Management System Supplier Management
Service-level management
Service-level management provides for continual identification, monitoring and review of the levels of IT services specified in the Service-level agreements (SLAs). The process involves assessing the impact of change on service quality and SLAs.
Availability management
Availability management targets allowing organisations to sustain the IT service-availability to support the business at a justifiable cost. The high-level activities realise availability requirements, compile availability plan, monitor availability, and monitor maintenance obligations.
Capacity Management
Capacity management supports the optimum and cost-effective provision of IT services by helping organisations match their IT resources to business demands. Capacity management is focused on strategic capacity, including capacity of personnel (e.g., human resources, staffing and training), system capacity, and component (or tactical) capacity.
IT service continuity management
IT service continuity management (ITSCM) covers the processes by which plans are put in place and managed to ensure that IT Services can recover and continue even after a serious incident occurs. It is not just about reactive measures, but also about proactive measures – reducing the risk of a disaster in the first instance.
Service transition
“Service transition (ST) relates to the delivery of services required by a business into live/operational use, and often encompasses the ““project”” side of IT rather than business as usual (BAU).”
7 key processes within Service transition
Transition planning and support Change management Service asset and configuration management Release and deployment management Service validation and testing Change evaluation Knowledge management
Service Operation
Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers
5 key processes within Service Operation
Event management Incident management Request fulfillment Problem management Access management
Continual service improvement (CSI)
Continual service improvement aims to align and realign IT services to changing business needs by identifying and implementing improvements to the IT services that support the business processes. It incorporates many of the same concepts articulated in the Deming Cycle of Plan-Do-Check-Act.
Service Support Functions?
Availability Management IT Services Continuity Management Capacity Management Financial Management Service Level Management
Configuration Management Objectives
Providing information on the IT infrastructure Enabling control of the infrastructure by monitoring and maintaining information All the resources needed to deliver services Configuration Item (CI) status and history Configuration Item relationships
Incident Management & Objectives
To restore normal service as quickly as possible
Minimize the adverse impact on business operations
Ensuring that the best possible levels of service quality and availability are maintained according to SLAs.
Incident
Any event which is not part of the standard operation of a service and which causes or may cause an interruption to or a reduction in the quality of that service.
