ITIL Basics Flashcards
What is ITIL?
-Information Technology Infrastructure Library
- Describes best practices for delivering IT services.
- Provides frameworks for IT Services Management that align with business requirements.
- 5 “libraries”: Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement.
What Is Service Strategy?
Provides strategy for service lifecycle that is line with objectives of business. Comprised of:
- Strategy Management for IT services
- Financial Management
- Service Portfolio Management
- Demand Management
- Business Relationship Management
What is Service Design?
Design of services and supporting elements. 4 areas need to be considerd: PEOPLE, PROCESSES, PRODUCTS, PARTNERS
Comprised of:
- Design Coordination
- Service Level Management
- Availability Management
- Capacity Management
- IT Service Continuity Operations
- Information Security Management
- Service Catalogue Management
- Supplier Management
What is Service Transition?
Used to build and deploy IT services, ensuring changes and processes take place in a coordinated matter. Comprised of:
- Transition Planning and Support
- Service Asset and Config Management
- Release and Deployment Management
- Change Management
- Change Evaluation
- Service Evaluation and Testing
- Knowledge Management
What is Service Operations?
Meet expectations of users while balancing costs, and on lookout for potential problems. Comprised of:
- Incident Management
- Problem Management
- Access Management
- Event Management
- Request Fulfillment
- Service Desk
- Technical Management
- Application Management
- It Operations and Management
What is Continual Service Improvement?
Uses methods from Quality Assurance to learn from successes and failures. Improving effectiveness and efficiency of IT processes while keeping in line with ISO 20000. Comprised of:
-7 step process improvement
Why Use ITIL?
- Deliver max value to customers
- Optimize resources and capabilities
- Offering services that useful and reliable
- Planning processes with specific goals in mind
- Defining roles clearly for each task.
