ITIL stanards and framework Flashcards
ISO/IEC 2000
information technology-service managment systeme requirments
ISO 2000 Contents
Act-Plan-Check-Do
Plan-continulally improve performance
Plan-Establish, DOcument, and agree to policeis, objectives, plans, and process
Check-Monitor, measure and review SMS
Do-Implment and operate the design, deleivery, transition, and improvment
ISD Mission
Information services division will provide oklahoma state agenecies with quality, cost effective, and secureifnormation technology and telecommunication products and services
ITIL vision
Implment strategic framework (ITIL) that brings togeher the technology, people, and processees to increase effectiveness, reduce costs, increase productivity, and omptimze current service
provide a raodmap to im;proved customer satisfaction with IT services better communication andinformation flows between IT staff and csutomers and reducied cost in devlopmig procdeures and pracitices withi ISD
Why ITIL
In simple terms ITIL will allow us to complete the mission by providing a. framework for new services, offering current services, to the customer and optimzing service through continoual improvment
The ITIL framework will allow us to to interact with other vendors and other agencies in predefined terms. ITL simplfies our apples to apples communication as well as removes wholehosts of potential communication gaps;
Office of state finance
2009-2010
Service catagog devleopment
incident mangment
problem managment
application service request manamgent
In process
customer dashboards
ISD manamgnet dashboards
full customer dataonline
2011
event and availability manamgent which are completley tool dependent
ITIL
information, tehcnology, infrastrure, libary
ITIL v3 Library
The first three are primarly concerned with bringing new or improved services to the catalog
1. service strategy
2. service design
3. service transition
ervice Strategy, Design,
and Transition are where the
we define new services and
retire old services no longer
offered. We do testing and
make all changes required
here.
Operation and CSI are concerned with service delivery and optimization of current serverices
1. service operation
2.continout service improvment
Service Operation and CSI
are where we deliver those
services to our customers
and make
recommendations for
improvements to Service
Strategy staff.
service strategy
service straegy defines ISDs high-level appraoch to offering services to our customers. it drivers our service offering and envisions our future service offererings.
service design
serice design is where new or modified services are developed. here we collect service requirments, aleternate suppliers, design service solutions, and integrate the service into our offerings.
Service transition
Service transition takes the newly desinged service and makes it ready for operation. This invovles any change request.
service operation
this service is now available for custoer use. it will be monitored by our staff to evaluate suggeste changes for optimal performance. continous service improvment
Continousal Service improvment
the porcess where recommendations re submitted to the stategy team or the design team for consideration
Incideent managaer
the indiv responsivle for ensuring reparis are made as quickly as possible. this staff aslo ensure cases are logged into CRM are worked, annotated, and resolve with all due haste. OSF had designated service desk manger for this role.
service desk
ITIL recognizes three types of desk
-a call center
-a help desk
-service desk
the pirmary delinaeation between the later two is that the help desk provides technical incident support and a service desk provides that as was as service service rquest support
problem manager
memver resposnbile for ISD’s root cause analysis. OSF has designated the QA manager for this role
process owner
resp include sponsorship, design, change mangmenet, and contincoul improvment of the process and its metrics
service delivery team
the various members of OSF who have technical knowledge and or isntituala knowledge that will aid in both client discovery and then in implmentation of the service
process manager
hands on responsible for the planning and coordinating actvies of the prpcess including
moitioring
reporting
supporting
process owner
service agreement
operating level
service level agreenment
-An contractual agreement
between with our customers
outlining the services we
guarantee to provide. It may also
include restrictive covenants,
dispute resolutions, and
additional clauses
An internal agreement between
departments within OSF (as well
as with our contracted vendors.)
OLAs ensure internal
accountability within our specialty
teams by establishing
expectations between support
teams
An SLA is the contractual service
agreement we have with our
customers. It guarantees
minimum performance criteria as
well as remedial action should
our service fall below that level.
Incident
problem
service request
- something is broken or about to break, reparir as quickly as possible, open incidents are measured against SLAs Highest priority
-Problem-the root cause, remains open until underlyng issue is resolved,open provlems are not measured agaisnt SLAs creates work around
-Routine pleas for help – but
nothing is broken. These
include items like “can you
tell me Joe Blow’s phone
number”, “can you unlock
my account”, and “will you
reset my password.”
RACI chart
a straigtforward resposnbility matrix detailing each proccess tasks and teach tasks shareholders and their respective invovlment
RACI
repsonsivle
accountable
consulted
ifnromed
RACI Charts will be
important in our SA,
SLA, OLA, and
Statements of Work.
They help insure the
right staff are
appropriately involved at
the right moments
service portfolio
metrics-dashboard
service portfolio-retired services,services, cataglog, pipeline
service catalog-OSF services offeren on web. technical requirements
What in the cataglog
service existing/new
-define service
-customer benefit
-market
-WHY OsF
-availability
-cost
-bundling
service cataglog
After extensive work with ISD’s internal
departments, we developed an online
service catalog detailing out all the
available services ISD offers.
*The catalog is visible to the public as
well as the agencies.
*While we described the service, we do
not list pricing on the screen.
*In upcoming months, we’ll use the
catalog to create a shopping cart –
allowing an agency to select their
services on line.
customer database
When an agency subscribes
to services we offer, their
information is added to the
Agency Services Database.
*This database is visible to
the agency and to the public.
*It will be the spring board for
billing and SLA automation.
*Used by the Service Desk
for service verification.
