ITIL

Continual Service Improvement Measurements in ITIL – ITIL Course

Continual Service Improvement Measurements Introduction Measurements are crucial for an organization to improve the quality of services offered to the customers as well as a guide when offering new services. Why do we measure? • Validate: To validate decisions • Direct: To direct activities • Justify: To justify courses of action • Intervention: To identify points of intervention Information must be analyzed and studied against strategic, tactical and operational goals, objective, critical success factors (CSFs) and KPIs. All these factors must be aligned to the goals and objectives of the business. Measurements and Metrics • Key Performance Indicator (KPI) Defined during Service Design and Service Transition Becomes the data inputs to analyze and identify improvement opportunities • Critical Success Factors (CSF) Determine the success or failure of a Service Strategy Defined in…

Continual Service Improvement in Activities and Concepts ITIL – ITIL Course

Continual Service Improvement Activities and Concepts Introduction In ITIL®, improvement becomes a process within IT with defined activities, inputs, outputs, roles and reporting. Activities It is essential that during CSI, ITSM processes are developed and deployed as well as develop an ongoing continual improvement strategy for each of the processes and services. These deliverables must be reviewed on an ongoing basis. The activities performed during the Continual Service Improvement are: • Review management information • Analyze trends • Produce/analyze SLA reports • Conduct maturity assessments • Conduct internal audits • Conduct customer satisfaction surveys • Conduct external and internal Service reviews to identify CSI opportunities Roles CSI Manager • Responsible for the success of all improvement activities • Defines, monitors, analyzes and reports on KPIs and CSFs in cooperation with SLM • Coordinates CSI activit…

Continual Service Improvement Models and Processes in ITIL – ITIL Course

Continual Service ImprovementModels and Processes IntroductionModels and processes are necessary in order to execute systematic and coordinated improvement activities.In Continual Service Improvement, several approaches and processes are identified to support the improvement of services and processes.Deming CycleThe Deming Cycle is described as below:• Also known as Plan-Do-Check-Act• Basis for quality management and improvement• Quality management can be successful if management and staff are committed and aim to achieve the same goals.The Deming Cycle is critical at two points in CSI: implementation of CSIs, and for the application of CSI to services and service management processes. At implementation, all four stages of the Deming Cycle are used. With ongoing improvement, CSI draws on the c…

Continual Service Improvement Introduction in ITIL – ITIL Course

Continual Service ImprovementIntroduction OverviewContinual Service Improvement involves improving services offered as well as improving internal processes.An IT organization should recommend improvements, review and analyze Service Level Agreement (SLA) results, identify and implement activities to improve quality of services, improve cost without risking quality; and apply quality management methods.PurposeThe purpose of Continual Service Improvement is to align and realign IT Services to the changing Business needs by identifying and implementing improvements to the IT services that support the businessprocesses.Continual Service Improvement also aims to improve process e…

Service Operation Service Operation Processes in ITIL – ITIL Course

Service OperationService Operation ProcessesService Operation ProcessesIntroductionThe purpose of Service Operation is to enable effectiveness and efficiency in delivery and support of IT services.The processes thatsupport this goal are:• Event Management• Incident Management• Problem Management• Request Fulfillment• Access Management Incident Management, Request Fulfillment and Access Management are primarily carried out by the Service Desk, with Event Management and Problem Management as primarily “back-of-house” processes.ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course

Service Operation IT Operations Management in ITIL – ITIL Course

Service OperationIT Operations Management IT Operations ManagementIntroductionIT Operations Control is responsible for day-to-day tasks of Services offered.Purpose and RolesThe purpose of IT Operations Management is to be responsible for the daily operational activities needed to manage the IT infrastructure defined during Service Design.IT Operations Management is subdivided intoIT Operations Control and FacilitiesManagement:• IT Operations Control Responsible for day-to-day tasks, such as: Maintaining stability of day-to-day processes and activities Providing regular scrutiny and recommendations to achieve improved service at reduced costs Diagnosing and resolving IT operat…

Service Operation Technical Management and Applications Management in ITIL – ITIL Course

Service OperationTechnical Management and Applications ManagementTechnical Management & Applications ManagementIntroductionTechnical Management provides detailed technical skillsand resources to support the technical infrastructure.Applications Management ensures integration of the application management lifecycle.Purpose and Roles of Technical ManagementThe purpose of Technical Management is to help plan, implement and maintain a stable technical infrastructure to support the organization’s business process.The roles of Technical Management:• Provide detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure• Custodian of technical knowledge and expertise•…

Service Operation Service Desk in ITIL – ITIL Course

Service OperationService Desk IntroductionA Service Deskestablished by the IT service provider serves as a single point of contact between the user and all IT service operations.Service Desk is one of the four functions within Service Operation.PurposeService Desk is not a process, it is a functional unit. It is the Single Point of Contact (SPOC) for the IT organization and handlesvarious types of calls. It handles all types of calls, which may be either reportedby a user or automatically generated by a tool.The Service Deskuses the Configuration Management System (CMS) for logging and tracking calls. The CMS is a set of tools that supportsIT Service Management.The purpose of Service Desk is to support the agreed upon IT service provision by ensuring the accessibility and availability of the IT organization andby performing various supporting activities.Role and Objectives• …

Service Operation Service Operation Overview of Functions in ITIL – ITIL Course

Service OperationService Operation Overview of FunctionsService Operation Overview of FunctionsIntroductionA function in ITIL® is a set of people/roles that perform relatedactivities. There are 4 functions in Service Operation.FunctionFunction refers to the people and automated measures that execute a defined process, an activity or a combination of both. IT functions define the differentroles and responsibilities required for the overall service delivery and support of IT services.The functions in Service Operation are:• Service Desk: A functional unit which is the single point of contact(SPOC) for the IT organization. It handles all types of call, which can be either reported bya user or automatically generatedby a tool.• …

Service Operation Fulfillment Access Management Problem Management in ITIL – ITIL Course

Service OperationFulfillment Access Management Problem Management Request FulfillmentIntroductionRequest Fulfillment helps to process requests using predefined and standardized approvals.Goals and ObjectivesThe purpose of Request fulfilment is the process is managing the lifecycle of all service requests from the users.The objectives of the request fulfilment processare to:• Maintain user and customer satisfaction through efficient and professional handling of all service requests• Provide a channel for users to request and receive standard services for which a predefined authorization and qualification process exists•&nb…

Service Operation in Event Management Incident Management Request ITIL – ITIL Course

Service OperationEvent Management Incident Management Request Event ManagementIntroductionEvent Management is an important processin Service Operation lifecycle because it detects, records and updates past and currentevents for future reference.Event is defined as any detectable or discernable occurrence thathas significance for the management of the IT infrastructure or the delivery of IT service and evaluation of the impact a deviation might cause to the services may be considered an event.Purpose and ObjectivesThe purpose of Event Management is to enable stability in IT services delivery and supportby monitoring all events that occur throughout the IT infrastructure, to allow for “normal” Service Operation and to detect and escalate exceptions.The objectives of Event Management areto detect Events, understand them&nbs…

Service Operation Definitions in ITIL – ITIL Course

Service OperationDefinitionsIntroductionService Operation covers a prominent part of the service lifecycle. It contains very important key terms that are essential to understanding howITIL® processes and functions work.Key DefinitionsThere are several key definitions in Service Operations:• Event: Detectable occurrence that arise from the IT infrastructure.• Alert: A warning that a threshold has been exceeded or something significant has occurred in the IT infrastructure.• Incident: An unplannedinterruption to an IT Service.• Problem: The unknown root-cause of one or more Incidents.• Workaround: A temporary solution to a problem that enables the user to continue using &nbs…

Service Operation Introduction in ITIL – ITIL Course

Service Operation IntroductionOverviewThe Service Operation stage manages the Service providers’ performance.Purpose and ObjectivesService Operation provides improvement activities as well as supports all other lifecycles on a day-to-day basis.The purpose of the service operation stage of the service lifecycle is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to businessusers and customers.The objectives of Service Operationare:• Handle day-to-day operation of Services.• Coordinate and carry out the activities and process required to deliver and manage services.• Responsible forthe ongoing management of the technology that is used to de…

Continual Service Improvement INDEX Content in ITIL – ITIL Course

Continual Service Improvement IntroductionModels and ProcessesMeasurementsActivities and Concepts ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course

Service Operation Index Content in ITIL – ITIL Course

Service Operation IntroductionDefinitionsEvent ManagementIncident ManagementRequest Fulfillment Access Management Problem ManagementService Operation Overview of FunctionsService DeskTechnical Management and Applications ManagementIT Operations ManagementService Operation Processes ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course

ITIL Introduction INDEX Content in ITIL Course

ITIL IntroductionOverview Governance and Practice IT Service Management &nb…

Service Transition INDEX Content in ITIL – ITIL Course

Service TransitionIntroduction Process Overview &nb…

Service Transition Knowledge Management in ITIL – ITIL Course

Service TransitionKnowledge Management IntroductionKnowledge Management handles a variety of knowledge in the forms of data, information and experience.Knowledge Management ensures that valuable knowledge is stored and managed for ease of future reference.Purpose and ObjectivesThe purpose of Knowledge Management is to ensure that the right information is delivered to the appropriate place or person at the right time to enable informed decision.The objectives of Knowledge Management are as follows:• Improve the quality of management decision-making by ensuring that reliable and secure knowledge, information and data is available• Enable the service provide…

Service Transition Release and Deployment Management in ITIL – ITIL Course

Service Transition Release and Deployment ManagementIntroductionRelease Management processcontrols productions of software and hardware within the IT infrastructure and arranges their distribution within the operational environment.“Release and Deployment Management aims to build, test and deliver the capability to provide the services specified by service design that will accomplish the stakeholders’ requirements and deliver the intended objectives.”Purpose and ObjectivesThe purpose of the release and deployment management process is to plan, schedule and control the build, test and deploymentof releases and to deliver new functionality required by the business while protecting the integrity of existing servicesThe objectives of R…

Service Transition Service Asset and Configuration Management in ITIL – ITIL Course

Service Transition Service Asset and Configuration ManagementIntroductionSACM plays an important role in protecting the integrity of Service Assets and Configuration Items as well as provide accurate information about assets and Configuration Items that supportsthe service managementprocesses.Purpose and ObjectivesService Asset and Configuration Management is a process that manages the service assets in order to support other service management processes.The purpose of the Service Asset and Configuration Management process is to ensure that the assets requiredto deliver servicesare properly controlled, and that accurate and reliable information about those assets is available when and where it is needed.The objectives of SACM are to:• Ensure that assets under the control of the IT organizat…

Service Transition Change Management in ITIL – ITIL Course

Service TransitionChange Management IntroductionA Change must be implemented efficiently to ensure that it provides a permanent solution to a problem, with minimum disruption to services. Changes include new services as well as current servicesthat need to be changed.PurposeThe purpose of Change Management is to ensure that standardized methods and procedures are used for controlled, efficient and prompthandling of all Changes, in order to minimize the impact of change-related incidents upon service quality.Change Managementresponds to the business and IT Requests for Change that will align the services with the business needs.The Change Management process aims at providing themanaged and controlled environment that the currentbusiness requires.ObjectivesThe objectives of change management are to:• …