ITIL V3

4 Basic Characteristics of Processes

1. Transform inputs into outputs 2. Deliver results to a specific customer or stakeholder 3. Measurable 4. Triggered by specific events

Service Transition

1.Change Management 2. Service Asset and Configuration Management 3. Release and Deployment Management 4. Transition Planning and Support 5. Service Validation and Testing 6. Knowledge Management

Core of ITIL is structured around

5 phase Service Lifecycle

ITIL Core documents consist of

5 volumes representing each of the phases of the Service Lifecycle

Operations Control Activities

1. Console Management 2. Backup and restore operations 3. Media management 4. Batch job execution

Facilities Management concerns

1. Data centers 2. Call centers 3. Development facilities

Facilities Management Areas of Responsibilities

1. HVAC 2. Fire suppresion 3. Facilities access 4. Power

Service Operation

1. Incident Management 2. Problem Management 3. Event Management 4. Service Request Fulfillment 5. Access Mangement

Service Design Processes

1. Service Catalog Management 2. Service Level Management 3. Availability Management 4. Capacity Management 5. Service Continuity Management 6. IT Security Management

Standard Roles of ITIL

1. Service Owner 2. Process Owner 3. Service Manager 4. Product Manager

Service Strategy Processes

1. Service Strategy 2. Service Portfolio Management 3. Demand Management 4. Financial Management

Good Practices Sources

1. Standards 2. Public frameworks 3. Academic Research 4. Proprietary Knowledge

Product Manager

Accountable for development, performance, and improvment of a group of related services

Service Manager

Accountable for the development, performance, and improvement of all services in the environment

Service Owner

Accountable for the overall design, performance, integration, improvement and management of a single service

Process Owner

Accountable for the overall, design, performance, integration, improvement and management of a single process

Service Desk

Acts as a hub for all communications internal to the IT Service Provider

Good Practices

Best practices which have gained wide acceptance and adoption and have withstood the test of time

Functions are supported by these, Processes are not

Budgets and Reporting Structures

Technical Management

Charged with procurement, development, and management of the technical skill sets and resources required to support the infrastructure and the IT Service management effort

Application Management

Concerned with end-to-end management of the applications in the environment

Facilities Management

Concerned with maintenance of facilities which house IT operations

IT Operations Management

Concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it

Roles

Defined collections of specific responsibilities and privileges

Primary Objective of Technical Management

Ensure the Service Provider has the right skill sets available to deliver the services it offers

Add structure and stability to organizations

Functions

Team or Group of People and the Tools they use are what forms:

Functions

RACI Model

Generic tool used by ITIL for reviewing and assigning four key roles to any important task or activity

Framework for IT Service Management

ITIL

Follow-the-Sun

Identical to virtual Service Desk, but organized to utilize support staff shifts working during normal daylight hours for all user requests coming from any time zone

Application Management

Involves cultivation of the specialized skill sets required to support the organization's application

Services

Means of delivering value to customers without requiring the customer to own specific costs and risks

Virtual (Service Desk Configuration)

Multiple user location are serviced by multiple support locations which by virtue of call routing and other technology are able to appear and respond to user requests as a single entity

Centralized (Service Desk Configuration)

Multiple user locations are serviced by a single support location

Sub-Functions of IT Operations Management

Operations Control and Facilities Management

Process Policies, ownership, documentation, review programs

Process Control

Service Desk

Processes inbound incidents, service requests, change requests

Process Enablers

Resources and Capabilities; supports process

Functions

Self contained subsets intended to accomplish specific tasks

Organizes activity around services as the services move from concept through the live environment and into retirement

Service Lifecycle

Service Management

Set of specialized capabilities for delivering value to customers in the form of services

Service Desk

Single point of contact between users and IT organization

Processes

Structured sets of activities Designed to achieve a specific objective

Operations Control

Sub-Function concerned with regular maintenance cycles associated with infrastructure management

Process Steps, procedures, work instructions, roles, triggers, metric, inputs and outputs

The Process Itself

Continual Service Improvement

The Seven Step Improvement Process

Technical Management

Typically divided into specialty areas representing different specialized teams or functions

Local (Service Desk Configuration)

Users and support staff are located on the same premises or campus

Service Desk

Usually owns and executes the Incident Management process