Escolar Documentos
Profissional Documentos
Cultura Documentos
Definition of a Service
Delivers Value
Service Provider takes the full ownership of Costs and Risks of the Service
Classification of Services
Core Services
Enabling Services
Enhancing Services
Service Packages
Processes
Characteristics of a Process
Measureable
Process Roles
Process Owner
Process Manager
Process Practitioner
Service Strategy
Service Design
Service Transition
HP Restricted
ITIL V3 Foundation
Service Operation
Service Strategy:
Establish Service Quality standards and Risk Tolerance for the Service
Provider
Key Concepts
Utility and Warranty - Utility is what you get, Warranty is how its delivered
Value Creation
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Service Provider
Type 1
Internal Service Provider (Example: A College IT dept. w/in a
University
Type 2
Shared Services unit (Example: A single IT department in a University
supports all colleges within University)
Type 3
External Service Provider (Example: HP)
Risk Management
Processes
Service Portfolio:
Purpose, Objectives
Scope
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ITIL V3 Foundation
Service Design:
Purpose
You will see the word assure services all over Service Design exam
questions
Objectives
Value to Business
Key Concepts
Processes
Design Coordination
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SLM Structure
Service Based - SLA for one Service for all Customers
Customer Based - SLA for Specific customer Group covering all service
they use
Multi-Level - Customer Level, Service Level, (adds) Corporate Level
Availability Management
ITIL V3 Foundation
Basic Concepts
Proactive and Reactive Activities
Remember Main Concepts of Availability Mgt. by: ARMS- Availability,
Reliability, Maintainability, Serviceability
Expanded Incident Lifecycle
o D2R3 (Detect, Diagnose, Repair, Recover, Restore)
High Availability
Fault Tolerance
Continuous Operation
Continuous Availability
Remember Availability does a lot of Risk Management
Supplier Management
Suppliers Categories:
Strategic
Tactical
Operational
Commodity
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Capacity Management
Service Transition:
Reduce Risk
Scope
Value to business
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ITIL V3 Foundation
Processes
Knowledge Management
Purpose, Objectives
Cost and Value to the Business of the Change has to be consider along
with Risk
Scope
Changes to 5 aspects of Service Design
Strategic, Tactical, Operational Changes
Out of Scope (Business changes that do no impact the Service Provider)
Basic Concepts
Change
Request for Change (RFC)
Change Record
Change Types
Standard Changes (change models: Pre-Defined and PreApproved)
o Emergency Change (Incidents)
o Normal Change
Change Process Models- PRE-Defined Steps
o
Change Proposal
Types of Change Request
Change Requests take many forms (Request for Change
(RFC), Service Desk call, Project initiation document
Change, Configuration and Release and Deployment, implement
together
o
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Change Roles
CAB/ ECAB
Logical Model
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ITIL V3 Foundation
Release Policy
Service Operation:
10
Coordinate and carry out DAY to DAY activities to deliver and manage
services to agreed levels
Stability
Role of Communication
Communication is key
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Processes
Definitions
Event
Types of Events:
Informational Event
Information events should be logged
Warning Event
Warnings can trigger:
o Incidents, problems or RFCs
o Alerts
o Auto Response
Exception Event
Exceptions can trigger incidents, problems
or RFCs
Event Management The process responsible for managing events
throughout their Lifecycle.
o
Basic Concepts
An Incident - an unplanned interruption or reduction in the quality of an
IT service, any occurrence which could affect an IT service in the future
is also an Incident
Timescales- set via SLAs
Incident Models (PRE-DEFINED way of handling a particular type of
Incident)
Major Incidents
Incident Status tracking
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ITIL V3 Foundation
Process Activities
Incident Prioritization always comes after Incident Categorization
Incidents NEVER become problems
They get related to problem records
You can have 1 Incident related to a problem record or
many incidents related to a problem record
Impact + Urgency= Priority
o
o
Request Fulfillment
Problem Management
Basic Concepts
Reactive vs. Proactive
Problem Models-PRE-DEFINED
Workaround
Known Error (Established when initial root cause is discovered and a
Work Around is determined)
Known Error Database (KEDB) (OWNED and MANAGED by
PROBLEM MGT.)
Access Management
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Rights
Access
Identify
Directory Services
Service or Service Groups
Service Desk
Technical Management
Application Management
IT Operational Management
IT Operations Control
Facilities Management
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13
ITIL V3 Foundation
Establishes improvement approach and culture for all Lifecycle Stages- Yes,
including Service Strategy
CSI Register
Deming Cycle
Baselines
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Metric
Broad Goals
RACI Model
Governance
1.
2.
3.
4.
5.
6.
7.
Implement improvement
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Automation-Where it helps
Optimization
Scope
Benefits
Service Management Tools i.e. think HPs Service Manager, Remedy ITSM Suite,
CA Unicenter, etc.
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ITIL V3 Foundation
Process Owner
Dont always do specific tasks within the process rather they focus on
ensuring their process is being performed as agreed and documented.
Service Owner
Accountable for a particular Service across the organization
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