ITIL Concepts Flashcards
Function Vs Process
Function :
Unit of Organization Team or Dept
Process:
A set of activities that achieve a specific resut
Atributes of Process
- Can be Measured
- Delivers a specific result
- Responds to events
- Has a stakeholder
Warranty vs Utility
Utility + Warranty = Value Created
Warranty (Fitless for Use) Ensures that the service is Available, Has Capacity, Is Recoverable Is Secure
Utility (Fit for Purpose)
Helps the customer meet the criteria designed for.
Service Provider Types
Internal :
Embetted within the Business Division that it supports
Shared :
Consolidated Autonomous unit that supports multiple Business Units
External :
External providers that offer competitive prices and drive down costs
Service Strategy Process
Service Portfolio Management
Common vision for portfolios
Financial Management
Budgeting - Predict & control costs
Accounting - Identify costs by customer, service and activity
Charging - Bill customers needs sound accounting
Business Relationship Management
Ensure high levels of customer satisfaction
Ensure constructive relationship with customer
Service Design Processes
Design Co-ordination – Consistency & Co-ordination of design
Service Catlog Management – Manage Info within Catlog Ensure catlog reflects details accurately , is accessible and supports the needs of the Processes
Service Level Management – Esures that the services meets and exceeds the expectations of customers. Ensurethat measurable targets are developed and expectstions are clear and unambiguous
Supplier Management– Negotiate contract with external suppliers and ensure that they meet the goals of business and offer value for money
Availablity Management–Ensures Availablity meets or exceeds agreed targets. Has reactive and Proactive activities
Capacity Management–Ensures Capacity meets or exceeds agreed targets. Capacity Plan to FORECAST and meet future requirements
Service Continuity Management–Business Continuity Plan (BCP), To conduct regular Business Impact Analysis (BIA) and Recovery mechanisms
Information Security Management– Protect information ensuring Confidentiality, Integrity and availablity and enforcing an Information Security Policy (ISP)
Three types of Service Level Agreement
Service Level Agreement (SLA) – Defined between customer and service provider
Operational Level Agreement (OLA) – Defined between support team and service provider
Underpinning Contract (UC) - Defined between external supplier and service provider
Three levels or Serve Level Management
Service Based
Customer Based
Multilever
Service
Customer
Corporate or Standard
Servic Improvement Plan (SIP)
Ensures that the service meets and exceeds the demands of customer
Based on service reviews
Normally done in conjunction with Problem Management
May require separate Budget
Four Metrics of availablity
ARMS
Availablity – Percentage of Uptime to Down time
Reliablity – Mean time between Failures (MTBF)
Maintainablity – Mean Time to Restore Service (MTRS)
Servicablity – Ability of third party suppliers to meet the terms of the contract regarding reliablity, availablity and maintainablity
Three Levels of Capacity Management (subprocess)
Buainess Capacity – 1000 orders per month
Service Capacity – 100 transactions per hour
Component Capacity – Mamory, CPU, Bandwith or component
Business Continuity Management
Business Continuity Management (BCM) Business Impact Analysis (BIA) IT Service Continuity Management (ITSCM) Risk reduction and recovery Education awareness, Training Review and Audit
Service Transition Process
Transition Planning and Support
Change Management–Respond to customer Changes. Ensure changes are recorded and audited
Release and Deployment Managemet-Create build test and deploy packages as per planned schedule. Record and communicate risks and deviations
Service Asset and Configuration Management–Ensures assets are identified,documented and cared for through their lifecycle
Knowledge Management—SKMS (Service Knowledgement System) that ensures controlled acess to knowledge that is appropriate for each audience
Three Types of Changes
Standard – Pre-Authorized change that is low risk and follows documented procedure
Normal–Not Standard or emmergency
Emmergency– Must be implemented as soon as possible
Configuration Item (CI)
Asset or service component under the control of configuration management
