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.
Service Request
Every Incident not being a failure in the IT Infrastructure
Work-Around
Method of avoiding an Incident or Problem.
Problem
Problem: The unknown root cause of one or more incidents.
Known Error
A condition that exists after the successful diagnosis of the root cause of a problem when it is confirmed that a CI (Configuration Item) is at fault.
Incident Life-Cycle
Accept Service Event
Register and Consult the CMDB
Classification
Solve & Closure
Problem Management & Objectives
Stabilizing IT services through Minimizing the consequences of incidents Removal of the root causes of incidents Prevention of incidents and problems Prevent recurrence of Incidents related to errors Improving productive use of resources
Problem Management Tasks
Problem Control
Error Control (including raising RfCs - Request for Change)
Proactive Prevention
Identifying Trends
Management Information
Post Implementation Review (PIR)
Goal is to get from reactive or proactive. Stop problems from occurring / recurring.
Problem Management Outputs
Outputs:
Known Errors
Requests for Change
Updated Problem Records including work-arounds and/or solutions
Response to Incident Management from Matching Management Information
Problem Control
Identification, Classification, Assign Resources, Investigation and Diagnosis, Establish Known Error
Error Control
Error Identification and Recording
Error Assessment
Recording Error / Resolution (Send out RfC)
Error Closure
Proactive Problem Management
Trend Analysis
Targeting Support Action
Providing Information to the Organization
Change Management Objective
To implement approved changes efficiently, cost-effectively and with minimal risk to the existing and to the new IT infrastructure. Only approved changes made, risk and cost minimized.
Change Management Tasks:
Filtering Changes Managing Change Process Managing Changes Chairing CAB and CAB/EC Review and Closure Management Information
Change Management Inputs
Requests for Change (RfC)
CMDB
Forward Schedule of Changes (FSC)
Change Management Outputs
Forward Schedule of Changes (FSC)
Requests for Change (RFC)
CAB minutes and actions
Change management reports
Change Management Process
- Request for a Change
- Registration and Classification
- Monitoring and Planning
- Approve
- Build & Test
- Authorize Implementation
- Implementation
- Evaluate
Release Management & Objectives
Objectives:
¢ Safeguard all software and related items
¢ Ensure that only tested / correct version of authorized software are in use
¢ Ensure that only tested / correct version of authorized hardware are in use
¢ Right software, right time, right place
¢ Right hardware, right time, right place
Release Management Tasks
Tasks: ¢ Define the release policies ¢ Control of the Definitive Software Library (DSL) ¢ Control of the Definitive Hardware Storage (DHS) ¢ Distribute Software and Associated CIs ¢ Carry out S/W audits (using CMDB) ¢ Manage the software releases ¢ Oversee build of the software releases
Availability Management & Objectives
To predict, plan for and manage the availability of services by ensuring that:
o All services are underpinned by sufficient, reliable and properly
o Where CIs are not supported internally there are appropriate contractual
o Changes are proposed to prevent future loss of service availability. Only then can IT organizations be certain of delivering the levels of availability & agreed with customers in SLAs.
MTTR
Mean Time to Repair (Downtime) - Time period that elapses between the detection of an Incident and it’s Restoration. Includes: Incident, Detection, Diagnosis, Repair, Recovery, Restoration.
MTBF
Mean Time Between Failures (Uptime) - Time period that elapses between Restoration and a new Incident.
MTBSI
Mean Time Between System Incidents - Time period that elapses between two incidents. MTTR + MTBF
IT Service Continuity Management- Why plan?
Why plan? ¢ Increases Business dependency on IT ¢ Reduced cost and time of recovery ¢ Cost to customer relationship ¢ Survival
Service Continuity Management - Risk Analysis
Risk Analysis:
¢ Value of Assets
¢ Threats
¢ Vulnerabilities
7 Sections of Service Continuty Plan
- Administration
- The IT Infrastructure
- IT Infrastructure management & Operating procedures
- Personnel
- Security
- Contingency site
- Return to normal
Capacity Management & Objective
Objective: To determine the right, cost justifiable, capacity of IT resources such that the Service Levels agreed with the business are achieved at the right time.
Capacity Management Modeling
Modeling: ¢ Trend Analysis ¢ Analytical Modeling ¢ Simulation Modeling ¢ Baseline Models ¢ Used to Answer the 'What If' questions ¢ Data for Modeling comes from the CDB
