ITIL
Core Service
An IT Service that delivers outcomes desired by one or more customer
Service Provider
An organization supplying Services to one or more Internal Customers or External Customers. There are three types: Internal, External, Shared.
Incident
An unplanned interruption or reduction in the quality of an IT Service or could be in the futur
Process Owner
Assist with the design, documentation, and performance enhancement of a process by monitoring and improving over time making sure the desired outcome is achie
The three levels of capacity management
BCM - Business Capacity Management SCM - Service Capacity Management CCM - Component Capacity Man agemen
VOI
Value of Investment in benefits that are non monetary or long term outcomes
CSI Model
What is the vision? (strategy) Where are we now? (assessment) Where do we want to be? (target) How do we get there? (process improvement) Are we there yet? (measure) How do we keep the momentum going?
DIKW
Data, information, knowledge, wisdom
Service Level Package
Defined level of utility and warranty for a particular service packa
DML
Definitive Media Library
Processes in Service Strategy
Demand Management, Financial Management and Service Portfolio Management
Business Relationship Manager
Identifies and documents customer needs. Documents patterns of business activity and user profiles. Identifies correct service level packages for their custom
Priority
Impact + Urgency
Service Level Agreement
Written agreement between IT service provider and customer
Baseline
a benchmark used as a reference point, which is measured and approve
Business Case
a decision support and planning tool that predicts outcomes of a proposed action
Service Model
a graphical representation of a business opportunity to create value
Release Unit
a group of CIs that are usually released together.
Release Package
a group of release units (delta and full) that can be successfully released into the live environment and deployed
Workaround
a temporary fix to an incident or problem, or method that makes the customer not reliant on a failed portion of the infrastructure
Service Operations Processes
Incident Management, Event Management, Request Fulfillment Problem Management, Access Management
ISMS
Information Security Management System
ISMS
Information Security ManagementSystem
Conflicting Motives (Balance)
Internal vs External, Stability vs Responsiveness, Quality vs Cost, Reactive vs Proactive
3 Processes In Detail
Know Objective, Activities, Inputs, Outputs, KPIs, Challenges and Roles Incident Management Change Management Service Level Management
KEDB
Known Error Database
Service Lifecycle
Requirements, defined, analyzed, approved, chartered, designed, developed, built, test,release, operational and retired
Resources
Resources are tangible investments we make and the components we use to get things done.
RACI Model
Responsibility matrix for the activities of a process that defines who is responsible, who is accountable, who isconsulted and who is informed.
Service Portfolio Management purpose
Responsible for maximizing the return on investment
Service Owner
Responsible to the Customer for the initiation, transition and ongoing maintenance and support of a service over its lifecycle
ROI
Return on Investment by measuring the benefit or savings associated with an expenditure over time
Major OUtput of Service Design
Service Design Package (SDP)
Functions
Service Desk Technical Management Application Management IT Operations Management (includes operations control and facilities management)
SIP
Service Improvement Plan
SKMS
Service Knowledge Management System with four levels, data and information, information integration, knowledge processing and presentatio
Service Design Processes
Service Level Management, Service Catalog Management, Availability Management, Capacity Management, Information Security Management, Supplier Management, IT Service Continuity Management
Major Output of Service Strategy
Service Level Package (SLP)
Major input to Service Design
Service Level Package (SLP)
Service Portfolio Parts
Service Pipeline, Service Catalog, Retired Services
Service Strategy Processes
Service Portfolio Management, Demand Management, Financial Management
SLA
Service level agreement
V Model
Service validation model that builds in service validation and testing early in the service lifecycle
Service Catalog
Services in the live environment or prepared to be transitioned into the (chartered) live environment it includes the business service catalog and the technical service catalog
The five aspects of Service Design are STAMP
Services, Technologies, Architectures, Metrics and Processes .
Alert
Something that happens that triggers and event or a call for acti
SCD
Supplier Contract Database
SCD
Suppliers and contract Database contains all records for suppliers and contracts
CSI Manager
Ultimately responsible for the success of all improvement activities. Responsible for the deployment of CSI, communicating the vision and ensuring the success of all improvement activities working with process owners, SLM and SO
OLA
operational level agreement
Improvement
outcomes when compared to before show measurable increase of a desirable metric or decrease of undesirable metric
4 Ps to consider in a design of Service Management
people, products, partners and processes
Rights
privileges provided with access including read, write, execute, change, delete
7 R's What we need to consider when assessing a change
raised, reason, return, risks, resources, responsible, and relationships
VJID
reasons why we measure to validate, to justify, to intervene and to direct.
Timescales
timeframes for each stage of the incident based upon SLA and prio
Main objective of Service Level Management
to define, document, agree, monitor, measure, report, and review the level of IT services
Financial Management purpose
to ensure proper funding of delivering IT services
Supplier Management
to obtain value for money from suppliers and ensure suppliers perform to the targets
Service Catalog Management Purpose
to provide a single source of consistent iformation on all agreed upon services
IT Service Continuity Management
to support the overall business community mgmt process by ensuring that the required IT technical and service facility can be resumed
UC
underpinning contract (with supplier management)
Business Service Catalog
user view into service catalog
Benefit
the gains achieved as a result of an improvemen
Access
the level and extent of a service's functionality or data that a user is entitled to
Availabilty Management Purpose
ensure that cost justifiable IT availability exists to match current and future needs of the business
Capacity Management Purpose
ensure that cost justifiable IT capacity exists to match current and future needs of the business
Information Security Management Purpose
To align IT security with business security
Why does IT exist?
To provide services, not technology.
Good practice VS Best practice
A good practice is standards and frameworks that are established and in wide industry use and it includes proprietary knowled
Contract
A legally binding document between one or more parties to supply goods or service
Service
A means of delivering value to customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risk
Process Model
A process (activities, metrics, roles, procedures, instructions, improvements) that uses inputs to create outputs (outcome and review). The process is controlled (owner, objective, documentation, feedback) and enabled (resources and capabilities) and is initiated by a trigge
Service Request
A request from a user for information, advice or for a standard chang
Supporting Service
A service that enables or enhances a core service
Role
A set of responsibilities, activities and authorities granted to a person or team
Service Management
A set of specialized organizational capabilities for providing value to customers in the form of services
Model
A standard, predefined method or template. Used for Incidents, Problems, Requests, Changes, A standard, predefined method or template. Used for Incidents, Problems, Requests, Changes, Releases, Deployments & Services Releases, Deployments & Service
Process
A structured set of Activities designed to accomplish a specific objective. A process should create value for the stakeholders
Resources
A tangible asset of an organization including IT infrastructure, money, people or other asset used to deliver a service
Function
A team or group of people and the tools they use to carry out one or more processes or activities. A unit of the organization
A PIER The five processes in Service Operation
Access Management, Problem Management, Incident Management, Event Management andRequestFulfillment
Service Asset Definition
Capability or resource of a service provider
CMIS
Capacity Management Information System
Categorization
Category type item structure for storing incidents in a databas
Processes in Service Transition (CSR)
Change Management, Service Asset and Configuration Management, and Release and Deployment Management, and SVT
Service Transition Processes
Change Management, Service Asset and Configuration Management, Release and Deployment Management
CMDB
Configuration Management Database
CMS
Configuration Management System
Service Portfolio
Contains the service pipeline, service catalog and retired services to keep track and document a service throughout the lifecycle
The characteristics of a process are MSCR
Measureable, deliver Specific results to Customers and Respond to a specific event
Three types of changes
Normal/Standard/Emergency
Product Manager
Owns and manages a set of related services, evaluates market opportunities and customers needs, creates business cases and plans for new service deployment program
Two outputs from change management (documents for communication)
PSO projected service outage and Change Schedule
Two methods to understand demand
Patterns of business activity and user profiles
4 P's of service design
People, Processes, Partners, Products involved to deliver a service
PDCA
The Deming Cycle of Continuous Improvement: Plan, Do, Check, Act.
Technical Service catalog
The IT view of the services that are delivered
Snapshot
The current state of a configuration as captured by a discovery too
Purpose of Service Design
The design of new or changed services into a live environment
Utility
The functionality offered by a product or service to meet a particular need. Fit for Purpose
Capability
The intangible assets of an organization including people, process, knowledge, processes, e
Known Error
The known root case of a problem that has a workaroun
Continual Service Improvement objective
The objective of CSI is to align IT services to changing business needs by identifying and implementing improvements to processes, services, activities and function
Service Design objective
The objective of Service Design is to design and develop services and processes for new services, improved services and improvements necessary to maintain value to customers over the lifecycle.
Service Operations objective
The objective of Service Operations is to coordinate and carry out day to day activities and processes to deliver and manage services at agreed levels, where the plans, designs, and optimizations are realized by the busines
Service Strategy objective
The objective of Service Strategy is to transform Service Management into a strategic asset by providing guidance on what services to offer and to whom, how to create value for our customers, and how to differentiate ourselves from competing alternatives
Service Transition objective
The objective of Service Transition is to plan and implement the deployment of all releases to create a new or improve and existing service, ensuring that the value to the business in achieved. To realize the plans from Service Design and release into operations successfull
ISSAC IS The seven process in Service Design:
The seven process in Service Design: IT Service Continuity Management, Supplier Management, Service Catalog Management, Availability Management, Capacity Management, Information Security Management, and Service Level Management
Capabilities
The things we know and how we do things in order to accomplish a goal. Capabilities are intangible.
Problem
The unknown cause of one or more incident
Supplier
Third party responsible fore supplying goods or services to one ore more customer
Service Measurement
ability to predict and report service performance against target
Operational Level Agreement
agreement between 2 internal parties to support services
Event
an alert or notification created by a service or CI typically significant requiring action. Three typesof events: exception, warning and information
Release and Deployment Method
big bang vs phased, push vs pull, automated vs manual
Demand Management purpose
collection of activities that strives to understand and influence customer demand.
Service Level Target
commitment to a specific level of servicederived from service level requirements
Capacity Plan
contains information on the current use of service and plans for future needs
Main activities of Service Strategy
define the market, develop the offerings, develop strategic assets and prepare for executio
Warranty
defined as a promise or guarantee that a product or service will meet its requirements. Fit for use
Service Package
detailed description of an IT service that is available to be delivered to customers
Service Design Package
details all aspects of a service through all stages of its lifecycle and is passed from design to transition for implementation (blueprint
Identity
information about a user that distinguishes them as an individual
Delivery models
insourcing, outsourcing, cosourcing, partnership or multisourcing, Business Process Outsourcing (BPO), Application Service Provider (ASP)and Knowledge Process Outsourcing (KPO the most recent form)
Three types of service provider
internal, external and shared
Service Manager
manages the development, implementation, evaluation and ongoing management of new and existing products and service
RFC
request for change (the trigger for Change Manageme
Service Catalog responsibility
responsible for maintenance and production of service catalog
SLR
service level requirements
STP Three types of metric
service metrics, technology metrics and process metrics
