Module 1: Introduction And Itil Foundation Review

Front 1

Service

Back 1

Delivers value to customer by facilitating outcomes customers want to achieve, without ownership of the specific costs and risks.

For example:  a remote backup service 

Front 2

Service Strategy

Back 2

–Strategy generation–Financial management–Service portfolio management–Demand management

Front 3

Service Design

Back 3

–Capacity, Availability, Info Security Management–Service level & Supplier Management

Front 4

Service Transition

Back 4

–Planning & Support–Release & Deployment–Asset & Configuration management–Change management–Knowledge Management

Front 5

Service Operation

Back 5

–Problem & Incident management–Request fulfilment–Event & Access management

Front 6

Continual Service Improvement

Back 6

–Service measurement & reporting–7-step improvement process

Front 7

4 Ps of Service Management

Back 7

People –skills, training, communicationProcesses –actions, activities, changes, goalsProducts –tools, monitor, measure, improvePartners –specialist suppliers

Front 8

Service Strategy has four activities

Back 8

Define the MarketDevelop the OfferingsDevelop Strategic AssetsPrepare for Execution

Front 9

Service Value - Utility and Warranty

Back 9

Utility, fitness for purpose: The attributes of the service that have a positive effect on the performance of activities, objects and tasks with a specific result.

 

Warranty, fitness for use: Availability and reliability in continuity and security. Warranty stands for the decline in possible losses.

Front 10

Service Portfolio

Back 10

The blank represents the opportunities and readiness of a service provider to serve the customers and the market. The blank can be divided into three subsets of services:1. The service Catalogue2. The service Pipeline3. Retired Services

Front 11

Service Strategy Processes

Back 11

Financial managementDemand managementService portfolio management

Front 12

Financial Management

Back 12

Process responsible for–Provide information in order to define the value of services being received–Assess the value of assets and operational costs–Ensure proper funding is in place

Front 13

Service Portfolio Management (SPM)

Back 13

Prioritises and manages investments and resource allocation. The objective of SPM is to achieve maximum value creation while at the same time managing the risks and costs. Proposed services are properly assessed:  Business CaseExisting services are assessed, resulting:Replace, Rationalise, Renew

Front 14

Demand Management

Back 14

Process responsible for understanding and influencing customer demand for IT services and the provision of capacity to meet these demands

Front 15

Service Delivery Strategies

Back 15

In-sourcingOut-sourcingCo-Sourcing

Front 16

Processes in Service Design

Back 16

Availability ManagementCapacity ManagementITSCM (disaster recovery)Supplier ManagementService Level ManagementInformation Security ManagementService Catalogue Management

Front 17

Service Level management

Back 17

Measured and reported achievement against one or more service level targets

Front 18

Service Level Agreement

Back 18

Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs

Front 19

Things you might find in an SLA

Back 19

Service DescriptionHours of operationUser Response timesIncident Response timesResolution timesAvailability & Continuity targetsCustomer ResponsibilitiesCritical operational periodsChange Response Times

Front 20

Types of SLA

Back 20

Service-based–All customers get same deal for same services

Customer-based–Different customers get different deal (and different cost)

Multi-level–These involve corporate, customer and service levels and avoid repetition

Front 21

Capacity Management

Back 21

Balances Cost against Capacity so minimises costs while maintaining quality of service

Front 22

Mean Time Between Service Incidents

Back 22

A Metric used for measuring and reporting Reliability. MTBSI is the mean time from when a System or IT Service fails, until it next fails. MTBSI is equal to MTBF + MTRS.

Front 23

Mean Time Between Failures

Back 23

Is the predicted elapsed time between inherent failures of a system during operation.

Front 24

Mean Time to Restore Service

Back 24

The average time taken to Restore a Configuration Item or IT Service after a Failure. MTRS is measured from when the CI or IT Service fails until it is fully Restored and delivering its normal functionality.

Front 25

IT Service Continuity Management

Back 25

Ensures resumption of services within agreed timescale.  Business Impact Analysis informs decisions about resources.

Front 26

Information Security Management

Back 26

Confidentiality–Making sure only those authorised can see dataIntegrity–Making sure the data is accurate and not corruptedAvailability–Making sure data is supplied when it is requested

Front 27

Service Transition

Back 27

BuildDeploymentTestingUser acceptance

Front 28

Knowledge management

Back 28

Vital to enabling the right information to be provided at the right place and the right time to the right person to enable informed decision.

Front 29

Service Asset and Configuration

Back 29

Provides Logical Model of Infrastructure and Accurate Configuration information.  Enables proper change and release management. Speeds incident and problem resolution.

Front 30

Configuration Management System (CMS)

Back 30

Tools and databases to manage IT service provider’s configuration data.  Contains Configuration Management Database (CMDB)--Records hardware, software, documentation and anything else important to IT provision

Front 31

Things you may find in Configuration Management System

Back 31

Service Management KBAsset and Configuration InfoChange DataRelease DataApplication DataDocumentDefinitive Media LibraryConfiguration Management DB

Front 32

Baseline

Back 32

A Baseline is a “last known good configuration”

Front 33

Change Types

Back 33

Normal–Non-urgent, requires approvalStandard–Non-urgent, follows established path, no approval neededEmergency–Requires approval but too urgent for normal procedure

Front 34

Release Management

Back 34

Release is a collection of authorised and tested changes ready for deployment.  A rollout introduces a release into the live environment

Front 35

Service Operation

Back 35

Coordinate and fulfill activities and processes required to provide and manage the services with a specified agreed service level.

Front 36

Processes in Service Operation

Back 36

–Incident Management–Problem Management–Event Management–Request Fulfilment–Access Management

Front 37

Incident Management

Back 37

Deals with unplanned interruptions to IT Services or reductions in their quality

Front 38

Event Management

Back 38

3 Types of events–Information–Warning–Exception

Front 39

Problem Management

Back 39

Aims to prevent problems and resulting incidents.  Minimises impact of unavoidable incidents.  Proactive and Reactive Problem Management

Front 40

Access Management

Back 40

Responsible for allowing authorized users access to use a service, while access of unauthorized users is limited.

Front 41

Service Desk

Back 41

A functional unit that deals with a variety of service events. It is the prime contact point for IT users and it processes all incidents and service requests.

Front 42

Continual Service Improvement

Back 42

Ensures that service management processes continue to support the business.  Monitor and enhance Service Level Achievements.  Plan –Do –Check –Act (Deming)

Front 43

Service Measurement

Back 43

Type of Metrics:•Technology (components, MTBF etc.)•Process (KPIs -Critical Success Factors)•Service (End-to end, e.g. Customer Satisfaction)

Front 44

Why Measure?

Back 44

–Validation –Soundness of decisions–Direction –of future activities–Justify –provide factual evidence–Intervene –when changes or corrections are needed

Front 45

7 Steps to Improvement

Back 45

What should we measure?What can we measure?Gather dataProcess dataAnalyse dataPresent and use infoCorrective action

Front 46

Way to go!

Back 46

Module 1 is done