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69 Cards in this Set
- Front
- Back
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Standards |
Source of best practice |
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Industry practices |
Source of best practices |
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Academic research |
Source of best practices |
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Training and education |
Source of best practices |
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Internal experiences |
Source of best practices |
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Employees |
Enabler of best practices |
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Customers |
Enabler of best practices |
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Suppliers |
Enabler of best practices |
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Advisors |
Enabler of best practices |
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Technology |
Enabler of best practices |
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Facilitationof value for our customers. Customer has no ownership of specific costs andrisks of doing so. |
Service |
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Resultof carrying out an activity, following a process, or delivering an IT service;intended and actual |
Outcomes |
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Serviceprovided by IT. Combination of information technology, people and processes |
IT Services |
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- Deliver basic outcomes - Represent value customers want and will pay for - Provide basis for continued utilization and satisfaction |
Core services |
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- Required for delivery of core services - May or may not be visible to customers |
Enabling services |
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- Not essential to delivery of core services - Added to core services to entice customers; adds excitement factor |
Enhancing services |
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- Level to which a service meets the customer's expectations - Consists of Business Outcomes, Preferences and Perceptions |
Value |
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Fit for purpose - what the service does |
Utility |
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Fit for use - how the service is delivered to the customer |
Warranty |
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Represent an organization's ability to control, coordinate and deploy resources to produce value. |
Capabilities |
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Direct inputs for production and are generally more easily acquired versus capabilities |
Resources |
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A set of specialized organization capabilities for providing value to customers in the form of services |
Service Management |
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The implementation and management of quality IT services that meet the needs of the business |
IT Service Management (ITSM) |
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Accountable for the delivery of a specific IT service and is a primary stakeholder in all of the underlying IT processes which enable or support the service |
Service Owner |
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Accountable for ensuring a process is fit for purpose |
Process Owner |
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Accountable for operational management of a process |
Process Manager |
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Responsible for carrying out one or more process activities |
Process Practioner |
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Person or people responsible for correct execution - for getting the job done |
RACI - Responsible |
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Person who has ownership of quality and the end result; only one person can be accountable for each task |
RACI - Accountable |
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People who are consulted and whose opinions are sought; have involvement through input of knowledge and information |
RACI - Consulted |
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People who are kept up-to-date on progress; receive information about process execution and quality |
RACI - Informed |
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- Defines the directions, policies and rules for conducting business are common for both the business and IT - Ensures that policies and strategy are actually implemented and that required processes are correctly followed - Includes defining roles and responsibilities, measuring and reporting and taking actions to resolve any issues identified |
Governance |
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Typicallyembedded within the business unit it serves |
ServiceProvider Type I - Internal Service Provider |
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Provides shared IT services to more than one business unit |
ServiceProvider Type II - Shared Services Unit |
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Provides IT services to external customers |
ServiceProvider Type III - External Service Provider |
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Identify, analyze and manage risk |
Risk Management |
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People Processes Products / Technology Partners / Suppliers |
Four P's |
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Service solutions Tools and systems for management information Architectures Measurement systems Processes |
Five Major Aspects of Service Design |
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One agreement that will apply to all the customers of a single service |
Serice-based SLA |
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An agreement with an individual customer group that will cover all the services they use |
Customer-based SLA |
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Represents a customer's requirements for IT services and are based on business objectives. Serve as the basis for negotiating agreed service level targets |
Service Level Requirements (SLR) |
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A formal Action plan aimed at implementing improvements to a process or IT service |
Service Improvement Plan (SIP) |
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Meetings with customers to review service achievements during the last period and to preview any issues for the coming period |
Service Review |
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Can be used as a cover to service reports to present the 'at-a-glance' overview of how achievements measure up against targets |
SLA Monitoring (SLAM) Chart |
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- Availability - Reliability - Maintainability - Serviceability - Vital Business Functions |
Aspects of Availability |
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Purpose is to quantify the impact a loss of service would have to the business |
Business Impact Analysis (BIA) |
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An assessment of the level of threat and the extent to which an organization is vulnerable to that threat to determine the likelihood the threat will actually occur |
Risk Assessment |
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Set of pre-defined steps for handling a known type of event Steps to be taken Chronological order of the steps Responsibilities Timescales and thresholds Escalation procedures |
Models |
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A database used to store configuration records throughout their lifecycle |
Configuration Management Database (CMDB) |
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A set of attributes and relationships about a CI stored in a Configuration Management Database |
Configuration Records |
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The secure library in which the definitive authorized versions of all media CIs are stored and protected |
Definitive Media Library (DML) |
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A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction |
Standard Change |
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A change that must be implemented as soon as possible (e.g. to resolve a major incident or implement a security patch) |
Emergency Change |
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Any service change that is not a standard change or an emergency change |
Normal Change |
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Normally contain large areas of new functionality, some of which may eliminate temporary fixes to problems. A major upgrade or release usually supersedes all preceding minor upgrades, releases and emergency fixes |
Major Release |
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Normally contain small enhancements and fixes, some of which may already have been issued as emergency fixes. A minor upgrade or release usually supersedes all preceding emergency fixes |
Minor Release |
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Normally contain corrections to a small number of known errors, or sometimes an enhancement to meet a high-priority requirement |
Emergency Release |
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- Release and deployment planning - Release build and test - Deployment - Review and close |
Phases of Release Deployment |
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A set of discrete facts |
Data |
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Comes from providing context to data |
Information |
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Composed of the tacit experiences, ideas, insights, values and judgements of individuals |
Knowledge |
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Makes use of knowledge to create value through correct and well-informed decisions. Involves having the application and contextual awareness to provide strong common-sense judgement |
Wisdom |
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Any change of state that has significance for the management of a configuration item (CI) or IT service |
Event |
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A notification that a threshold has been reached, something has changed, or a failure has occurred. The purpose is to ensure that the person with the skills appropriate to deal with the event is notified. |
Alert |
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- An unplanned interruption to an IT service or reduction in the quality of an IT service - Failure of a Configuration Item that has not yet impacted service |
Incident |
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A request from a user for information or for small changes that are low risk, frequently performed, low cost, etc. |
Service Request |
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The underlying cause of one or more Incidents |
Problem |
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A technique which reduces or eliminates the impact of an Incident or problem for which a full resolution is not yet available |
Workaround |
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A Problem that has a documented root cause and a workaround |
Known Error |
