Provide a high level introduction to the ITIL framework to: – enable participants to better anticipate and understand processes that affect them. – understand. TS0-ITIL 28/8/07 Page iv. PDF iv | contents. 5. 7. Service Operation . government as an effective standard framework for delivery. The ITIL (Information Technology Infrastructure Library) has become the de facto standard in IT Service Management. Some Basics IT Service Management Terminology & Key Concepts. The ITIL Service Lifecycle.
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PDF | The purpose of this paper is to propose an approach for implementing best practices repository of ITIL IT service management on the. green/sustainable IT. N.8 ISO standards and publications for IT N.9 ITIL and the OSI framework. N Programme and project management The Information Technology Infrastructure Library (ITIL) defines the a central driver for ITSM, and is conceptually the framework within which ITIL itself operates.
Automation handles ticket classification and assignment so that service desk agents focus on higher priority activities. ITIL Problem management Repetitive issues are handled by Problem management team to analyze the root cause and find a permanent fix. Problem manager performs the Root Cause Analysis, and suggest a temporary workaround until permanent solution is deployed.
Some Basics IT Service Management Terminology & Key Concepts
Proactive problem management is adopted by many organizations to prevent any potential damage caused by major outages and ensure service availability. It is recommended to understand the difference between incident and problem management to assign clear roles and responsibilities. ITIL is a framework with a set of best practices that are adopted by businesses and individuals for business transformation and strategic IT. ITIL suggests ways to improve and optimizes resources in order to provide real value to customers.
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Depending on the business needs, ITIL can be customized and adopted easily. It is important to align business objectives with ITIL objectives. Therefore, understand the benefits that ITIL has to offer and focus on customer priorities. Analyze the current process maturity Before implementing ITIL, analyze the current process maturity to identify process improvement areas. We might be doing ITIL in some form and therefore it is significant to understand the existing processes.
Based on the business priorities, close the gap by adopting relevant ITIL processes. Process maturity assessment has to be realistic to achieve desired outcome.
Define ITIL process and process owner People are more important than process and technology capabilities. Identifying the roles and responsibilities of process owner is crucial.
What is ITIL? - Framework & Processes
ITIL demands a lot of collaboration among various functions and therefore people skills are important before hiring for service desk agents. Financial Management Process IT Financial Management provides a means of understanding and managing costs and opportunities associated with services in financial terms.
IT Financial Management includes three basic activities: Accounting: Tracking how money is actually spent by a Service Provider Budgeting: Planning how money will be spent by a Service Provider Charging: Securing payment from customers for services provided Strategy Operations Strategy Operations ensure that services like fulfilling user requests, resolving service failures, fixing problems, and carrying out routine operational tasks, are performed efficiently and effectively.
They are: 1.
People: Human resources and organizational structures required to support the service 2. Processes: Service Management Processes required to support the service 3. Products: Technology and other infrastructure required to support the service 4. Partners: Third parties which offer additional support required to support the service Processes under Service Design are as follows: Service Catalog Management The Service Catalog is the subset of the Service Portfolio which contains services currently available to customers and users.
The Service Catalog is often the only portion of the Service Portfolio visible to customers. The Service Catalog commonly acts as the entry portal for all information services in the live environment. Service Catalog Management involves management and control of the Service Catalog which contains information about services currently available to customers for use.
Service Level Management Service Level Management is the process charged with securing and managing agreements between customers and the service provider regarding the levels of performance utility and levels of reliability warranty associated with specific services. Availability Management The Availability Management process is concerned with management and achievement of agreed-upon availability requirements as established in Service Level Agreements.
In ITIL v4, availability is defined as the ability of a system, service, or configuration item to perform its function when required.
Capacity Management Capacity Management deals with ensuring that cost-effective capacity exists at all times which meets or exceeds the needs of the business as established in Service Level Agreements. In ITIL, capacity is defined as the maximum throughput a service, system, or device can handle. IT Security Management IT Security Management focuses on the protection of five basic qualities of information assets: Confidentiality: Assurance that the asset is only available to appropriate parties Integrity: Assurance that the asset has not been modified by unauthorized parties Availability: Assurance that the asset may be utilized when required Authenticity: Assurance that the transactions and the identities of parties to transactions are genuine Non-Repudiation: Assurance that transactions, once completed, may not be reversed without approval Supplier Management Supplier Management is the process charged with obtaining value for money from third-party suppliers.
Supplier Management handles supplier evaluation, contract negotiations, performance reviews, renewals and terminations.
In this phase of the life cycle, the design is built, tested and moved into production to enable the business customer to achieve the desired value. This phase addresses managing changes such as controlling the assets and configuration items e. Additionally, the phase handles service validation, and testing and transition planning, the latter ensuring that users, support personnel and the production environment have been prepared for the release to production.
Change Management The objective of this process activity is to control the lifecycle of all the changes.
The primary objective of Change Management is to enable beneficial changes to be made with minimum disruption to IT services. Change Evaluation The objective of the change evaluation process is to assess major changes, like the introduction of a new service or a substantial change to an existing service, before those changes are allowed to proceed to the next phase in their lifecycle.
Project Management Transition Planning and Support This process is aimed at planning and coordinating use of resources to deploy a major release within the predicted cost, time and quality estimates. Application Development This makes available the applications and systems which provide the required functionality of IT services.
This process includes the development and maintenance of custom applications as well as the customization of products from software vendors.
Release and Deployment Management The objective of this process is to plan, schedule and control the movement of releases to test and live environments.
The primary goal is to ensure that the integrity of the live environment is protected and that the correct components are released. Service Validation and Testing This ensures that deployed releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.
Some Basics IT Service Management Terminology & Key Concepts
Service Asset and Configuration Management The objective is to maintain information about Configuration Items required to deliver an IT service, including their relationships. Knowledge Management The objective is to gather, analyze, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.
Incident Management The objective is to manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.
Request Fulfilment The objective is to fulfill Service Requests, which in most cases are minor Changes e. Access Management The objective is to grant authorized users the right to use a service, while preventing access to unauthorized users.Process Evaluation The objective of Process Evaluation is to evaluate processes on a regular basis.
For example, if an organization also needs guidance for project management, then that organization can augment the ITIL framework foundation with a project management best practice.
The Essential Guide to ITIL Framework and Processes
Design of each IT service offered; 2. It ensures that all changes comply with institution Nowadays, the usage of IT services is a crucial point to create requirements to improve the consistency and quality of new a competitive advantage. After an event has been detected it may lead to an Incident, Problem or Change, or it may simply be logged in case the information is needed. The CCTA Central Computer and Telecommunications Agency defines problems and known errors as follows: A problem is a condition often identified as a result of multiple incidents that exhibit common symptoms.