taruu ITIL v3 Core Concepts

Application Management is concerned with the end-to-end management of applications in the environment. Like Technical Management, a big part of what it does involves cultivation of the specialized skill sets required to support the organization's applications. Application Management does not replace, but rather executes and is supported by core processes such as Incident Management, Problem Management, Change Management, Availability Management, etc.

Application Management Function

ST: Functions are self-contained subsets of an organization intended to accomplish specific tasks. They usually take the form of a team or group of people and the tools they use. Whereas processes help organizations accomplish specific objectives--often across multiple functional groups--functions add structure and stability to organizations. Usually map closely with the Org Chart. SS: a role is set of responsibilities, activities, and authorities granted to a person or a team. Persons may have multiple roles. A single role may be assigned to multiple persons, as with a team. SS: A process is a structured set of Activities designed to accomplish a specific Objective. typically do not have budgets and reporting structures.

Define and distinguish between Functions, Roles and Processes

A set of specialized capabilities for delivering value to customers in the form of services. ITIL is a framework for IT Service Management.

Define and explain the concept of Service Management

SS: A means of delivering value to customers by facilitating outcomes customers want to achieve without requiring the customer to own specific costs and risks.

Define and explain the concept of a Service

SS: A best practice which has become widely adopted.

Describe the concept of Good Practice

Process Control, such as process policies, ownership, documentation, review programs, etc. The Process itself including process steps, procedures, work instructions, roles, triggers, metrics, inputs, and outputs. Process Enablers such as resources and capabilities required to support the process.

Explain the process model

Facilities Management is concerned with maintenance of the facilities which house IT operations, e.g. data centers, call centers, development facilities, etc. Its areas of responsibility include things like: HVAC Fire suppression Facilities access Power

Facilities Management Function

Local Centralized Virtual Follow-the-Sun

Four basic Service Desk configurations

IT Operations Management is concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it. It is divided into two sub-functions: Operations Control and Facilities Management

IT Operations Management Function

Customers, Specific results, Measurable, and Responds to a specific event 1) transforms takes one or more defined inputs and turns them into defined outputs; 2) deliver results to a specific customer/stkldr; 3)are measurable; 4) are triggered by specific events.

List the characteristics of processes

The Operations Control sub-function is concerned with regular maintenance cycles associated with infrastructure management. These include such activities as: Console Management Backup and restore operations Media management Batch job execution

Operations Control

The Service Desk provides a single point of contact between users and the IT organization. The Service Desk processes inbound incidents, service requests, change requests, etc. It usually (but not always) owns and executes the Incident Management process. The Service Desk also acts as a hub for all communications internal to the IT Service Provider.

Service Desk Function

The Technical Management function is charged with procurement, development, and management of the technical skill sets and resources required to support the infrastructure and the IT Service Management effort. Technical Management is typically divided into specialty areas representing different specialized teams or functions within an IT organization, e.g. Networking, Security, Database, Storage, Servers, etc. The primary objective of Technical Management is to ensure that the Service Provider has the right skill sets available to deliver the services it offers.

Technical Management Function

R = RESPONSIBLE: actually executing or performing the activity or task. A = ACCOUNTABLE must answer for its outcomes. Only one party can be accountable for a given task/activity. C = CONSULTED provide advice and authorization around the task or activity. I = INFORMED role receive updates as the task or activity progresses.

The RACI Model

(1) Service Desk (2) IT Operations Mgmt (Operations Control & Facilities Mgmt) (3) Technical Mgmt (4) Applications Mgmt

What are the ITIL Functions?

The core of ITIL is structured around a Service Lifecycle which consists of the five phases. The Service Lifecycle organizes activity around services as the services move from concept through the live environment and into retirement.

What is the service lifecycle