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109 Cards in this Set
- Front
- Back
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Service Strategy (purpose & objective) |
defines PERSPECTIVE, POSITION, PLANS and PATTERNS that a service provider needs to execute to meet an organization's business outcomes |
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Service Strategy (business value) |
enable service provider to link its ACTIVITIES to OUTCOMES that are critical to customers |
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Service Strategy (3 processes) |
PORTFOLIO management FINANCIAL management BUSINESS RELATIONSHIP management |
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value |
level to which a service meets a customer's EXPECTATIONS (customers do not buy services, they buy the fulfilment of particular needs)
(business outcomes, preferences, perceptions) |
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PBA |
Pattern of business activity (PBA)
WORKLOAD PROFILE of one or more business activities (help understand and plan for different levels of business activity) |
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service portfolio (incl. 3 categories) |
COMPLETE SET of services that are managed by a service provider
service PIPELINE (proposed or in development) service CATALOGUE (live or available for deploy) RETIRED services |
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service catalogue (incl. 2 types) |
DATABSE or structured DOCUMENT with info about all live IT services, incl. those available for deployment
CUSTOMER-FACING (visible to business) SUPPORTING (required to deliver customer-facing) |
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business case |
JUSTIFICATION for a significant item of EXPENDITURE (info about cost, benefit, options, issues, risks and possible problems; ROI; VOI) |
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governance |
ensures that policies and strategy are actually implemented, and that required processes are CORRECTLY FOLLOWED |
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risk |
possible event that could cause HARM or LOSS, or affect the ability to achieve objectives |
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risk management |
process responsible for IDENTIFYING, ASSESSING and CONTROLLING risks |
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risk assessment |
analyzing value of ASSETS, identify THREATS and evaluating VULNERABILITY (quantitative or qualitative) |
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service portfolio management (SS process) |
ensures that service provider has RIGHT MIX of services to meet required business outcomes at appropriate level of investment
considers services in terms of the BUSINESS VALUE that they provide |
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financial management for IT services (SS process) |
managing BUDGETING, ACCOUNTING and CHARGING requirements
secures an appropriate level of funding to design, develop and deliver services that meet strategy of the organization in a cost-effective manner
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business relationship management (SS process) |
responsible for maintaining a POSITIVE RELATIONSHIP with customer
identifies customer needs and ensures that the service provider (internal & external) is able to meet the needs with an appropriate catalogue of services |
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Service Design (purpose & objective) |
includes the design of services, GOVERNING practices, PROCESSES and POLICIES and facilitate the introduction of services |
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Service Design (business value) |
- Reduce TCO - Improve QoS and consistency of service - Ease implementation of new or changed services - Improve effectiveness of service management and IT processes - Improve service alignment |
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Four P's (SD) |
People Processes Products Partners |
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Five aspects of Service Design |
service solution management info systems and tools technology architectures and mgmt arch. process required measurement methods and metrics |
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SDP (SD) |
service design package (SDP)
document defining all aspects of an IT service and its requirements through each stage of its lifecycle
produced for each NEW IT service, MAJOR CHANGE or RETIREMENT |
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Service Design (8 processes) |
Design coordination Service catalogue management Service level management Supplier management Availability management Capacity management IT service continuity management Information security management |
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design coordination (SD process) |
responsible for coordination all service design ACTIVITIES, PROCESSES and RESOURCES
ensures consistent and effective design of new or changed IT services, service mgmt info systems, architectures, technology, processes, info and metrics |
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service catalogue management (SD process) |
providing and maintaining the service catalogue and ensuring it's AVAILABLE to those who are AUTHORIZED to access it |
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service level management (SLM) (SD process) |
negotiating achievable SLA's and ensuring these are met; ensuring all IT service management processes, OLA's and UC's are appropriate for the agreed service level targets; monitors and reports, reviews, identifies improvements; produce SLR's |
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SLA |
service level agreement (SLA)
agreement between an IT service provider and customer
describes the IT service , documents service level targets and specifies responsibilities |
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SLR |
service level requirement (SRL)
customer requirement for an aspect of a service
based on business objectives and are used to negotiate agreed service level targets |
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SLA options (3) |
- SERVICE-based - CUSTOMER-based - MULTI-LEVEL (coporate, customer, service) |
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OLA |
operational level agreement (OLA)
agreement between an IT service provider and ANOTHER PART of the same organization (supporting) |
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UC |
underpinning contract (UC)
contract between an IT service provider and a 3rd PARTY (supporting) |
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SLAM |
service level agreement monitoring (SLAM)
CHART used to help monitor and report achievements against service level targets |
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SIP |
service level improvement plan (SIP)
formal plan to implement improvements to a process or service |
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difference between SLM and BRM |
SLM ensures that agreed achievable levels of service are provided to customer and users
BRM focused on a more strategic perspective |
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supplier management (SD process) |
obtaining VALUE for MONEY from suppliers;
ensuring all contracts and agreements with suppliers support the needs of the business and all suppliers meet their contractual commitments |
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availability management (SD process) |
ensuring IT services meet the CURRENT and FUTURE availability needs of the business in a cost-effective and timely manner; defines, analyses, plans, measures and improves all aspects of the availability of IT services; ensures all IT infrastructures, processes, tools, roles, etc. are appropriate for the agreed service level targets for availability |
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availability management (2 key elements; 2 inter-connected levels) |
REACTIVE & PROACTIVE activities
SERVICE & COMPONENT availability |
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availability |
ability of an IT service or CI to PERFORM its agreed function when REQUIRED
calculated in % |
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reliability |
measure of HOW LONG an IT service or CI can perform its agreed function WITHOUT INTERRUPTION
mean time between service incidents (MTBSI) mean time between failures (MTBF) |
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maintainability |
measure HOW QUICKLY and effectively and IT service or CI can be RESTORED to normal working after a failure
mean time to restore service (MTRS) |
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VBF |
vital business function (VBF)
part of a business process that is CRITICAL to the success of the business |
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high availability |
characteristic of the IT service that MINIMIZE or MASK the effects of a component FAILURE to the user of the service |
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fault tolerance |
ability of an IT service, component or CI to CONTINUE to OPERATE correctly after failure of a component part |
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continuos operation |
approach / design to ELIMINATE PLANNED DOWNTIME |
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continuous availability |
approach / design o achieve 100% availability |
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capacity management (SD process incl. 3 subs) |
ensuring capacity of IT services and IT infrastructure is able to meet agreed CAPACITY- and PERFORMANCE-RELATED REQUIREMENTS in a cost-effective and timely manner considers all resources required; concerned with current and future needs
BUSINESS, SERVICE & COMPONENTS capacity mgmt |
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capacity plan |
used to MANAGE RESOURCES required to deliver IT services
contains details of CURRENT and HISTORIC USAGE of IT services and components and issues that need to be addressed |
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IT service continuity management (ITSCM) (SD process) |
managing RISK that could seriously affect IT services (DISASTER)
ensures IT services provider can always provide MINIMUM agreed service levels by reducing the risk to an acceptable level and planning for recovery |
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BIA |
business impact analysis (BIA)
identifies VBF's and their dependencies |
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information security management (SD process) |
ensuring that the CONFIDENTIALITY, INTEGRITY and AVAILABILITY of an organization's asset, information, data and IT services match agreed needs for the business |
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Service Transition (purpose & objective) |
ensures that new, modified or new retired services meet the EXPECTATION of the business
packages, builds, tests, evaluates, deploys, transfers or retires services |
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Service Transition (business value) |
enables PROJECTS to estimate cost, timing, resource requirement and risk associated |
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Service Transition (5 processes) |
- Transition planning and supporting - Service asset and configuration management (SACM) - Change management - Release & Deployment management - Knowledge management |
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transition planning and supporting (ST process) |
PLANNING all service transition processes and COORDINATING the RESOURCES that they require |
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service asset and configuration management (SACM) (ST process) |
ensuring that the assets required are properly CONTROLLED, and that accurate and reliable INFO about those assets is available when and where needed (configured; relationships between them) |
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CI |
configuration item (CI)
any COMPONENT or other service asset that NEEDS to be MANAGED in order to deliver an IT service
Service lifecycle CI's Service CI's Organization CI's Internal CI's External CI's Interface CI's |
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CMS |
configuration management system (CMS)
set of TOOLS, DATA and INFO to support SACM
part of SKMS |
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DML |
definitive document library (DML)
one ore more LOCATIONS in which the definitive and authorized versions of all SOFTWARE CI's are securely stored |
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change management (ST process) |
controlling the lifecycle of all changes , enabling beneficial changes to be made with minimum disruption to IT services |
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change |
ADD, MOD or REMOVE of anything that could have an effect on IT services |
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RFC |
request for change (RFC)
formal PROPOSAL for a change to be made |
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change record |
contains DETAILS of the change |
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change types (3) |
NORMAL (full assess, auth and implement)
STANDARD (pre-approved, low-risk, common, follows procedure)
EMERGENCY (highly critical changes, ASAP) |
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change proposal |
doc that incl.
- HIGH LEVEL DESCRIPTION of potential service introduction or significant change - BUSINESS CASE - expected implementation SCHEDULE |
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change model |
REPEATABLE WAY of dealing with a particular category of change
defines specific, agreed STEPS
can be COMPLEX or SIMPLE |
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remediation |
actions taken to recover after a failed change or release (BACK-OUT plan - restoring to BASELINE) |
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CAB |
change advisory board (CAB)
GROUP of people that support the ASSES, PRIO, AUTH and SCHEDULE of changes |
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ECAB |
emergency advisory board (ECAB)
subgroup of CAB makes decisions about emergency changes |
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change management process activities (7) |
- Create and record RFC - Review RFC - Assess - Authorize - Plan - Coordinate - Review |
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release & deployment management (ST process) |
planning, scheduling and controlling the build, test and deployment of release
delivering new functionality required by the business while protecting integrity of existing |
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release & deployment management (4 process activities) |
1. Release and deployment planning 2. Release build and test 3. Deployment 4. Review and close |
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release |
COLLECTION of one or more changes to an IT service that are built, tested and deployed TOGETHER |
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knowledge management (ST process) |
sharing perspectives, ideas, experience and information to improve service efficiency and enable informed decisions
ensuring these are available at right time & place |
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DKIW |
data-to-information-to-knowledge-to-wisdom (DKIW)
DATA (discrete facts about events) INFO (comes from prov context to data) KNOWLEDGE (exp, ideas, insights, values and judgements of individuals) WISDOM (makes use of K. to create value through correct and well-informed decisions) |
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SKMS |
service knowledge management system (SKMS)
set of TOOLS and DATABASES that is used to manage knowledge, info and data |
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Service Operation (purpose & objectives) |
coordinates and CARRIES OUT the activities and processes required to deliver and manage services at agreed levels
management of TECHNOLOGY
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Service Operation (business value) |
reduce unplanned labour and costs
reduce duration and frequency of service outages |
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Service Operation (5 processes) |
Event management Incident management Request management Problem management Access management |
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event management (SO process) |
managing events throughout their lifecycle |
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event |
CHANGE of STATE that has significance for management of an IT service or CI |
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alert |
NOTIFICATION that a threshold has been reached, something has changed or failure occured |
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incident management (SO process) |
managing the lifecylce of all incidents
ensures normal service operation is restored ASAP and business IMPACT minimized |
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incident |
unplanned INTERRUPTION to an IT service or REDUCTION of quality of an IT service |
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workaround |
way of reducing or eliminating the impact of an incident / problem for which a full resolution is not yet available |
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priority |
category used to identify the relative importance of an incident
= URGENCY + IMPACT |
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incident model |
predefining STEPS to handle a process for dealing with a PARTICULAR TYPE of incident in an AGREED way |
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incident management (9 process activities) |
1. ID 2. Log 3. Categorization 4. Prio 5. Initial diag 6. Escalation (functional / hierarchic) 7. Investigation & diag 8. Resolution & recovery 9. Closure
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request fulfilment (SO process) |
managing the lifecycle of all SERVICE REQUESTS |
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service request |
formal request from a user for something to be provided (INFO, ADVISE) |
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problem management (SO process) |
proactively PREVENTS incidents from happening and minimizes impact of incidents that cannot be prevented (ROOT CAUSE analysis) |
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problem |
CAUSE to one or more incidents (UNDERLYING ERROR)
usually UNKNOWN initially |
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known error |
a problem that has a documented ROOT CAUSE and a workaround |
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resolution |
action taken to REPAIR the root cause of an incident / problem, or implement workaround |
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KEDB |
known error database (KEDB)
db containing all error records |
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problem management (10 process activities) |
1. Dectection 2. Log 3. Category 4. Prio 5. Investigation & Diag 6. Workarounds 7. Raise known error record 8. Resolution 9. Closure 10. Major problem review |
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access management (SO process) |
allowing users to make use of IT services, data or other assets
helps protect CONFIDENTIALITY, INTEGRITY and AVAILABILITY
ensure only auth. users are able to access or modify |
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access |
LEVEL and EXTEND of a service's functionality or data that a user is ENTITLED to |
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identity |
UNIQUE NAME used to id a user, person, role |
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rights |
(PRIVILEGES)
entitlements or permissions GRANTED to a user or role
READ, WRITE, EXEC, CHANGE, DEL |
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Service Operation (4 functions) |
- SERVICE DESK (SPOC; local, central, virtual, follow-the-sun) - TECHNICAL mgmt (tech skills) - IT OPERATIONS mgmt (daily activities; IT op control + facilities mgmt) - APPLICATION mgmt |
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Continual Service Improvement (CSI) (purpose & objectives) |
ensures that services are aligned with changing business needs
id and implement improvements
performance continually measured and improvements made to IT services, processes, IT infrastructure in order to increase efficiency, effectiveness and cost |
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Deming cycle |
- PLAN (establish goals) - DO (develop and implement a project or initiative to close gap) - CHECK (compare implemented environment with the measures of success) - ACT (determine whether furher work is req.) |
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CSI approach |
- Embrace vision - Assess current situation (baseline) - Understand and agree on prio - Detail CSI plan - bVerify measurements and metrics are in place - bmomentum for quality improvement is maintained |
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vision |
description of what the orga intends to become in future |
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mission statement |
short but complete description of the overall purpose and intentions |
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metric (3 types) |
something that is measured and reported
TECHNOLOGY (performance, avail.)
PROCESS (CSF, KPI, ...)
SERVICE (end-to-end service) |
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goal |
means to help us to decide on a course of action |
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CSF |
critical success factor (CSF)
something that must happen if a process, project, plan or service is to succeed |
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KPI |
key performance indicator (KPI)
metric used to help manage a process, service or activity
used to measure the achievement of each CSF |
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seven-step improvement process (CSI process) |
1. ID strategy for improvement 2. Define what to measure 3. Gather data 4. Process data 5. Analyse info 6. Present and use info 7. Implement improvement |
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CSI |
continual service improvement (CSI)
db / structred doc to record and manage improvement opportunities throughout their lifecycle |
