ITIL

Service Strategy, Financial Management in ITIL, ITIL Course   Service Strategy   Financial Management     The Financial Management process provides cost effective management and control ofIT assets and financial resources used in providing IT services. Purpose The purpose  of financial  management  for IT services  is to secure  the appropriate level of funding to design, develop and deliver services that meet the strategy of the organization. Objectives Financial Management generates meaningful critical performance data. Most importantly,this gives an organization insight in the cost of IT, and the cost of a specific service. This insight will help in determining investments and possible chargeback models. Financial  Management  deals with budgeting,  planning,  revenues,  cost and market analysis. This helps in quantifying the value of IT services and value of service provisioning assets. Scope Financial management consists of…

Service Strategy, Demand Management in ITIL, ITIL Course Service Strategy   Demand Management     Purpose and Objectives The purpose of Demand Management is to assist the IT Service Provider in understanding  and influencing  customer  demand  for services,  and the provision  of capacity to meet these demands. (adsbygoogle = window.adsbygoogle || []).push({}); Objectives Demand  Management  aims  at minimizing  uncertainty  in demand  to avoid  excess capacity. Demand Managementsupports Capacity Management by providing reliable planning data. It also tries to understandand possibly influence end-user behavior with regard toservice usage. Demand Managementavoids unused excess capacity and insufficient capacity. Key Concepts Patterns of Business Activity (PBA’s) Customer  assets such as people, processes  and applications  all performbusiness activities,  and because  of the way these  assets  areorganized  or…

Service Strategy, Service Portfolio Management in ITIL, ITIL Course   Service Strategy     Service Portfolio Management                Purpose Service  Portfolio  Management   (SPM)  prioritizes  investments   and  improves  the allocation of resources. The purpose of service portfolio management  is to ensure that the service provider has the right mix of services to balance the investmentin IT with the ability to meet business outcomes. The  Service  Portfolio  represents  the  commitments  and  investments  made  by  a Service Provider across all customers and marketplaces. The Service Portfolio aims to answer the following questions: •   Why should a customer buy these services? •   Why should they buy these services from our IT organization? •   What is the pricing and chargeback model? •   How should the IT organization’s resources and capabilities be allocated? Objectives The objectives of service portfolio…

Service Strategy, Service Strategy Process in ITIL, ITIL Course ServiceStrategy Service Strategy Process        Main Activities The Service Strategy Process clearly defines the steps that should be taken before execution to minimize potential risks. Explanation of activities: •   Define the market – to understand the customers and the opportunities •   Develop offerings– to define which services should be offered •   Develop strategic assets – to offer superior value throughservices •              Prepare for execution– to specify the Service Portfolio and the requirements for other   lifecycles,   namely   Service   Design,   Service   Transition   and   Service Operation Service Managementas a Strategic Asset Strategic  assets  are  a  set  of  distinct  capabilities  in  offering  superior  value  to customers throughservices and provide the basis for: •   Distinctive performance •   Core competence •   Quali…

What are the ITIL®, Processes and Functions?, ITIL course    What are the ITIL® Processes and Functions? ITIL course ITIL® Processes and Functions Within ITIL®, the processes are distributed over the five books: • Service Strategy: Envisioning and conceptualizing the set of services that help achieve business goals • Service Design: Designing the services with utility and warranty objectives in mind • Service Transition: Moving services into the live production environment • Service Operation: Managing services on an ongoing basis to ensure their utility and warranty objectives are achieved • Continual Service Improvement: Evaluating services and identifying ways to improve their utility and warranty in support of business objectives   (adsbygoogle = window.adsbygoogle || []).push({}); Find everything you need.   Search Product, Service, Properties and items on a single site ShareMeBook. Service Lifecycle – Decisi…

What are the Service Lifecycle in ITIL Foundation V3?, ITIL Course   What are the Service Lifecycle in ITIL Foundation V3?, ITIL Course Service Lifecycle Approach The Service Lifecycle is an organizing framework that provides control between various functions and processes and how they inter-related with one another. The lifecycle acts as a guideline on how the organization’s lifecycle work and where functions and processes belong within and across the lifecycle. Focus on a Service Lifecycle The concept of the Service Lifecycle is fundamental to the refresh of ITIL® 2011 Edition. Previously in ITIL® v2, the focus of ITIL® was on the processes. As a result of this previous focus on processes, version 2 of the ITIL® Framework provided best practices for ITSM and addressed the HOW questions. These included: • How should we design for availability, capacity and continuity of services? • How can we respond to and manage incidents, problems and known …

ITIL Course Explain RACI Model in ITIL ?     Explain RACI Model in ITIL ? It is important to understand who plays the role of decision-making and what the types of responsibilities involved are. The RACI Model helps to define these responsibilities: • Responsible: The person or people responsible to get the job done. • Accountable: The person accountable for each task performed.   (adsbygoogle = window.adsbygoogle || []).push({});   • Consulted: The person whom others come to for consultation and advice. • Informed: The people who are informed about the progress. ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course   The RACI model includes four primary practice activities and roles: R: Responsible: The executor of a specific activity/function A: Accountable: The single individual responsible for the final out…

ITSM Process Diagram, ITSM Organization Structure , ITSM Process Characteristics   ITSM Process Diagram, ITSM Organization Structure , ITSM Process Characteristics   ITSM Process Diagram A process is said to be in effect when one or more inputs are transformed into outputs. For inputs to be processed into outputs, enablers and control are essential. A process includes all of the roles, responsibilities, tools, metrics and management controls required to reliably deliver the outputs. Each process should be owned by a Process Owner who is responsible for the process, its improvements and ensure that the process meets its objectives. Each process may also have a Process Manager who is responsible for the operational management of a process. There may be several managers for the one process and they will report to the process owner. Process Enablers are the process assets, resources and capabilities. Process Control is defined as the activity of p…

What are Internal and External customers in ITIL framework ?, ITIL Course   What are Internal and External customers in ITIL framework ?, ITIL Course Internal and External customers  : There is a difference between customers who work in the same organization as the IT service provider, and customers who work for another organization. They are distinguished as follows: Internal customers These are customers who work for the same business as the IT service provider. For example, the marketing department is an internal customer of the IT organization because it uses IT services. The head of marketing and the chief information officer both report to the chief executive officer. If IT charges for its services, the money paid is an internal transaction in the organization’s accounting system, not real revenue. External customers These are customers who work for a different business from the IT service provider. External customers typically purchase services fro…

What is IT Service Management in ITIL V3? ITIL Course    IT Service Management What is IT Service Management in ITIL V3? ITIL Course Services are a mean of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks. Service Management is defined as “a set of specialized organizational capabilities for providing value to customers in the form of services”. These capabilities include functions and processes outlined in the strategy, design, transition, operation and continual improvement phases. The service management creates value from the organization’s capabilities. IT service management (ITSM) is defined as "the implementation and management of quality IT services that meet the needs of the business". IT service management is performed by IT service providers through an appropriate mix of people, process and information technology. IT service provider is a service provider that pr…

ITIL Syllabus & Contents in brief - ITIL Course ITIL Syllabus & Contents in brief    Overview ITIL Syllabus & Contents in brief - ITIL Course Governance and Practice IT Service Management Service Lifecycle Service Strategy Service Strategy Process Service Portfolio Management Demand Management Financial Management Business Relationship Management Service Design Design Coordination Service Level Management Service Catalog Management Capacity Management Availability Management IT Service Continuity Management Information Security management Supplier Management Service Transition Process Overview Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Knowledge Management Service Operation Definitions Event Management Incident Management Request Fulfillment Access Management Problem Managemen…

What is Governance and Practice in ITIL ? What is Governance and Practice in ITIL ? Governance and Practice Governance and practices serve as guidelines and benchmarks that IT organizations can adopt to ensure that their business performance remains competitive and are performed accordingly. Governance is a platform used to ensure proper implementation of policies and strategy. It defines roles, responsibilities and standards that should be applied in the business environment. There are two important types of governance in IT: • Corporate Governance:  “The ethical behavior by directors or others in the creation and preservation of wealth for all stakeholders.” The Sarbanes-Oxley Act (SOX) of 2002 is an example of measures that has been taken to avoid fraudulent behavior by corporate giants. • IT Governance:  “An integral part of corporate governance that ensures that the organization’s IT sustains and extends the organization’s strategies and objectives.…

What is IT - Information Technology in ITIL V3? What is IT? The definition of Information Technology (IT) changes with context: IT as an Organization: As an internal unit or function of the enterprise or commercial service provider. It is an organization with its own set of capabilities and resources. There are three types of Service Providers: • Internal Service Provider: A Service Provider that is part of the same Organization as its Customer. • Shared Services Unit: A Service Provider that caters to more than one business units to minimize costs and risks (e.g. network, security, scripting, and migration). • External Service Provider: A Service Provider that is part of a different Organization as its Customer. Also known as external supplier (e.g. outsourcing vendors). What is IT - Information Technology in ITIL V3? IT as a Component:  As components of systems and processes, IT systems, applications and infrastructure are components or sub-assem…

What are the ITIL functions? ITIL Course   What are the ITIL functions? ITIL Course ITIL Functions : Function is a team or a group of people who perform a set of activities. ITIL v3 defines four functions as  Service Desk,  Application management,  Technical Management, and  Operations Management. Continual Service Improvement in Activities and Concepts ITIL – ITIL Course 4 ITIL v3 Functions Service desk : This is a function who will be the first point or single point of contact for end user issues. Application management : This is a function who will manage the application development and maintenance issues. Technical management : This is a function who will manage the technical expertise for the ITSM processes and operations. Operations management : This is a function who will manage the day to day operations with respect to IT operations control and IT facilities management. What is the basic concept of ITIL? ITIL d…

The ITIL Foundation Certificate in IT Service Management SYLLABUS   The ITIL Foundation Certificate Detailed SYLLABUS Part 3 Foundation syllabus : The syllabus will guide the design, development and use of training materials as well as training aimed  at raising individual’s understanding of, and competence in, IT service management as described in the ITIL Service Strategy, ITIL Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual Service Improvement, ITIL Introduction and ITIL Glossary publications. The syllabus has been designed with ease of reference, extensibility and ease of maintenance in mind. Candidates for the ITIL Foundation certificate in IT service management have to complete all units and successfully pass the corresponding examination to achieve certification. Training providers are free to structure and organize their training in the way they find most appropriate, provided the units below are suff…

The ITIL Foundation Certificate in IT Service Management SYLLABUS The ITIL Foundation Certificate Detailed SYLLABUS Part 2 Foundation syllabus : The ITIL Foundation Certificate Detailed SYLLABUS Part 2 The syllabus will guide the design, development and use of training materials as well as training aimed  at raising individual’s understanding of, and competence in, IT service management as described in the ITIL Service Strategy, ITIL Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual Service Improvement, ITIL Introduction and ITIL Glossary publications. The syllabus has been designed with ease of reference, extensibility and ease of maintenance in mind. Candidates for the ITIL Foundation certificate in IT service management have to complete all units and successfully pass the corresponding examination to achieve certification. Training providers are free to structure and organize their training in the way they find most …

The ITIL Foundation Certificate in IT Service Management SYLLABUS Foundation syllabus : The syllabus will guide the design, development and use of training materials as well as training aimed  at raising individual’s understanding of, and competence in, IT service management as described in the ITIL Service Strategy, ITIL Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual Service Improvement, ITIL Introduction and ITIL Glossary publications. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *Continual Service Improvement Measurements in ITIL – ITIL Course ITILFND01 Service management as a practice : The purpose of this unit is to help the candidate to define the concept of a service, and to comprehend and explain the concept of service management as a practice. Specifically, candidates must be able to: 01-1. Describe the concept of best practices in the public domain 01-2. Describe and e…

Data-Information-Knowledge-Wisdom itil, information technology infrastructure library    Change Management – or what we all get wrong!    Respond to customers changing business requirements  Respond to business and IT requests for change that will align the services with the business needs  Roles  Change Manager  Change Authority  Change Advisory Board (CAB)  Emergency CAB (ECAB)  80% of service interruption is caused by operator error or poor change control (Gartner)   Change Types    Normal    Non-urgent, requires approval    Standard    Non-urgent, follows established path, no approval needed    Emergency    Requires approval but too urgent for normal procedure What is the basic concept of ITIL? ITIL defines a lifecycle for Service Management that allows us to consider the services in a global way: rationale, design, construction, testing, deployment, upgrade, and removal. The phases of the lifecycle are the foll…