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28 Cards in this Set
- Front
- Back
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The ITIL Library |
1. ITIL core publications (5 service life cycle books) 2. Complimentary publications |
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ITIL Success |
Practical, Adaptive, based on 3 characteristics: 1. Vendor-neutral 2. Non-prescriptive 3. Best practice |
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ITIL best practice - sources |
Standards Industry practices Academic research Training and education Internal experience |
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ITIL best practices - drivers |
Substitutes Regulators Customers |
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ITIL best practices - enablers |
Employers Customers Suppliers Advisors Technology |
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ITIL best practices - scenarios |
Competition Compliance Commitment |
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What is a service? |
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. |
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Classification of services |
Core - deliver basic outcomes that customers want and will pay for Enabling - required for delivery of core services; may no be customer visible Enhancing - not essential to delivery of core service; "wow" factors |
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Internal services |
Delivered between same organization departments or business units |
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External services |
Delivered to external customers |
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Service value |
Level to which a service meets the customers expectation: -business outcomes -customer preferences -customer perceptions It takes both utility and warranty to creat value: -utility: what the service does (fit or purpose) -warranty: how the service is delivered (fit for use) Derived from assets -any resource or capability used by a Custer or service provider to achieve a business outcome |
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Service prospective |
IT is viewed as "the utility of the business" (services are expected to be there when and how they are needed) |
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Service management |
A set of standardized organizational capabilities for providing value to customers by transforming capabilities and resources into valuableservices |
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IT service management (ITSM) |
The implementation and management of quality IT services that meet the needs of the business |
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Stakeholders in Service Management |
Customers Users Suppliers Functions (internal IT staff responsible for managing goods or services that are required to deliver IT services) |
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Customers |
Both must be provided with the agreed level of service, with the same levels of customer service: -internal - work in the same organization as the service provider -external - people who are not employed as the organization, or other organizations that purchase services from the provider |
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Service automation |
All areas of Service Management can benefit from automation for consistency and efficiency; do not automate if an activity is neither routine or simple |
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Process definition |
Structured set of activities designed to accomplish a specific objective |
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Process model |
Process Control -process owner, documentation, policy, objectives, feedback Process Activity -triggers, inouts, outputs -activities, procedures, work instructions -metrics roles improvements Process Enablers -resources -capabilities |
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Process General Characteristics |
-respond to specific trigger -measurable -delivers specific results to Customer or Stakeholders |
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Function definition |
A team or group of people and the tools or other resources they use to carry out one or more processes or activities |
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Roles |
A set of responsibilities, activities, and authorities granted to a person or team; defined in a process or function; one person or team may have multiple roles |
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Generic Roles |
-service owner -process owner, process manager, process practitioners |
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Roles & RACING model |
-responsible - the person getting the job done -accountable - the single person who has ownership of quality and the end result; only one person can be accountable for each task -consulted - the person involved through input of knowledge of information -informed - the person kept up-to-date on progress and quality |
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Three types of metrics |
Process metrics Service and supporting technology metrics |
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Process CSFs & KPIs |
Critical Success Factors - something that must happen for success Key Performance Indicators - metrics that measure the achievement of CSFs; use to manage process, service, etc. |
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The Deming Cycle |
Plan - identify scope, objectives, requirements Do - allocate roles and responsibilities Check - monitor, measure, review Act - implement actual improvement |
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Technology and automation |
-All areas of IT and ITIL benefit from and have a need for technology to assist processes -When something is frequent and simple, automate for consistency & efficiency |
