ITIL: 15 ITIL Practices

Recall definitions: Incident

An unplanned interruption to a service, or reduction in the quality of a service. "I can't [ ]"

Recall definitions: Problem

a cause, or potential cause, of one or more incidents.

Explain in detail, excluding how they fit within the SVC: Continual Improvement Practice

to align the organization's practices and services with changing business needs. improvement opportunities are to be documented in the continual improvement register (CIR) which allows improvement ideas to be logged, prioritized, tracked and managed activities include: Encouraging continual improvement across the organization Securing time and budget for continual improvement Identifying and logging improvement opportunities Assessing and prioritizing improvement opportunities Making business cases for improvement action Planning and implementing improvements Measuring and evaluating improvement results Coordinating improvement activities across the organization Methods and Techniques: Engage stakeholders, get accurate data, LEAN methods, Agile, DevOps, SWOT analysis Continual Improvement Model:

Explain in detail, excluding how they fit within the SVC: Service Desk

to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users Acknowledge > Classify > Own > Act e.g. telephone, live chat, email, forum, messaging skills required: empathy, emotional intelligence, effective communication, customer service skills

Explain in detail, excluding how they fit within the SVC: Incident Management

to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Unplanned interruption to service or reduction in quality. If there is no customer impact, it is not an incident. Every incident should be logged and managed as well as resolved in a time that meets the expectations of the customer. Target resolution times are agreed, documented and communicated. Activities: Identification and logging, categorization, prioritization, diagnosis, escalation, resolution, closure. Resolutions: user self-help, service desk, support team, suppliers or partners, temporary team, disaster recovery plans. Provides techniques for making investigation and diagnosis more efficient.

Explain in detail, excluding how they fit within the SVC: Problem Management

to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors 3 phases of problem management - problem identification - problem logging: performing trend analysis, reviewing recurring issues by users, service desk, and tech support staff - problem control - problem analysis, documenting workarounds/known errors - error control - identify permanent solutions, reassessment of errors, improvement of workarounds. Change request for implementation of a permanent solution- cost, risk, benefits

Explain in detail, excluding how they fit within the SVC: Service Level Management

to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against those targets service level is a measure of service quality service level agreement (SLA) is a document of agreement of the service performance from the customer's point of view establishes service level, monitors and analyzes performance, performs service reviews and identifies improvement opportunities collect information from: business metrics, operational metrics, customer feedback and customer engagement

Explain in detail, excluding how they fit within the SVC: Service request management

to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner service requests are part of normal service delivery (not incidents) should be automated and standardized as much as possible Steps to fulfill the request should be well-known and proven. Set expectation times for fulfillment. Service request is a request from a user that initiates a service action that has been agreed as a normal part of service delivery. Request for s service delivery action: providing report, replacing toner A request for info: how to... A request for provision of a resource or service: providing equipment A request for access to a resource or service: permission granting, access to file Feedback, compliments, and complaints Should be automated where possible, policies should be established for no additional approvals, realistic fulfillment times.

Recall definitions: Known Error

a problem that has been analyzed and has not been resolved.

Recall definitions: Event

Any change of state that has significance for the management of an IT service or other CI

Recall definitions: Configuration Management

Any component that needs to be managed in order to deliver IT service

Recall definitions: IT Asset

Any financially valuable component that can contribute to the delivery of an IT product or service

Recall definitions: Change

Addition, modification, or removal of anything that could have a direct or indirect effect on services.

Recall the purpose: Relationship Management

General Management Practice: Establish /nurture links between the org and its stakeholders. Purpose is to ensure new products and service are prioritized with desired business outcomes.

Recall the purpose: Information Security Management

General Management Practice: Protect the info needed by the org to conduct business in a reliable and secure way. CIA of security, authentication and non-repudiation. Prevention, Detection, and Correction

Recall the purpose: Information Supplier Management

General Management Practice: To endure that the orgs suppliers and their performance are managed appropriately to support provision of seamless, quality products and services: Create single point of visibility, maintain contract management info, manage supplier performance

Explain in detail, excluding how they fit within the SVC: Change Enablement

Maximize the number of successful IT changes: ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. Scope include: IT Infrastructure, Applications, documentation, processes, supplier relations. Change authority: person/group who authorizes changes. Standard v. Normal v. Emergency Changes Change Schedule: Used to plan changes, assist in communication, assign resources. supports risk assessment together input from stakeholders, raises awareness, and facilitates readiness.

Recall the purpose: Service Configuration Management

Service Management Practice: Configuration Item- Any component that needs to be managed in order to deliver an IT service

Recall the purpose: Release Management

Service Management Practice: To make new and changed services and features available for use.

Recall the purpose: IT Asset Management

Service Management Practice: To plan and manage the full lifecycle of all IT assets to help org max value, control costs, manage risks, support decision-making about purchases. Audit assets, maintain asset register

Recall the purpose: Monitoring and Event Management

Service Management Practice: To systematically observe services and service components and record and report selected changes. Through configuration items. Establish appropriate response. Need to establish thresholds, maintain and establish policies.

Recall the purpose: Deployment Management

Technical Management Practice: To move new or changed IT services to live environments. Apply Agile or DevOps for phased deployment