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Service Catalogue ITIL, information technology infrastructure library

Service Catalogue ITIL, information technology infrastructure library Service Catalogue ITIL, information technology infrastructure library Objective: Service Catalogue ITIL, ITIL Service Catalogue Management aims to ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. This process provides vital information for all other ITIL service management processes: service details, current status and the services' interdependencies. Part of: Service Design Process Owner: Service Catalogue Manager Service Level Management  Service Level Agreement  Operational Level Agreements  Internal  Underpinning Contracts  External Organisation  Supplier Management  Can be an annexe to a contract  Should be clear and fair and written in easy-to-understand, unambiguous language  Success of SLM (KPIs) …

Service Transition ITIL, information technology infrastructure library

Service Transition ITIL, information technology infrastructure library Service Transition ITIL, information technology infrastructure library Objective: The objective of ITIL Service Transition is to build and deploy IT services. The Service Transition lifecycle stage also makes sure that changes to services and service management processes are carried out in a coordinated way. Part of: IT Service Management | ITIL processes Service Transition itil, information technology infrastructure library  Build  Deployment  Testing  User acceptance Good service transition  Set customer expectations  Enable release integration  Reduce performance variation  Document and reduce known errors  Minimise risk  Ensure proper use of services  Some things excluded  Swapping failed device  Adding new user  Installing standard software Knowledge management  Vital to enabling the right information to be provid…

Types of SLA ITIL, information technology infrastructure library

Types of SLA ITIL, information technology infrastructure library Types of SLA ITIL, information technology infrastructure library What are the 3 types of SLAs? What are the three types of SLAs? There are three basic types of SLAs: customer, internal and multilevel service-level agreements. A customer service-level agreement is between a service provider and its external customers. Types of SLA itil, information technology infrastructure library  Service-based  All customers get same deal for same services Types of SLA ITIL, information technology infrastructure library  Customer-based  Different customers get different deal (at different cost)  Multi-level  These involve corporate, customer and service levels and avoid repetition Right Capacity, Right Time, Right Cost!  This is capacity management  Balances Cost against Capacity so minimises costs while maintaining qualit…

ITSCM – what? ITIL, information technology infrastructure library

ITSCM – what? ITIL, information technology infrastructure library Objective: IT Service Continuity Management (ITSCM) aims to manage risks that could seriously impact IT services. This ITIL process ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. ITSCM should be designed to support Business Continuity Management. Part of: Service Design Process Owner: IT Service Continuity Manager ITSCM – what? itil, information technology infrastructure library IT service continuity management (ITSCM) is a key component of ITIL service delivery. It focuses on planning for incident prevention, prediction, and management with the goal of maintaining service availability and performance at the highest possible levels before, during, and after a disaster-level incident.  IT Service Continuity Management  Ensures resumption …

Key Concepts ITIL, information technology infrastructure library

Key Concepts ITIL, information technology infrastructure library Key Concepts ITIL, information technology infrastructure library Key Concepts itil, information technology infrastructure library  Incident  Unplanned interruption to an IT service or an unplanned reduction in its quality  Work-around  Reducing or eliminating the impact of an incident without resolving it  Problem  Unknown underlying cause of one or more incidents  Service  Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks  Service Level  Measured and reported achievement against one or more service level targets  Service Level Agreement  Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs  Configuration Management System (CMS)  Tools and databases to manage IT service provider’s configuratio…

ITIL On-A-Page Reference Guide

ITIL on a page ITIL course one page [ Click on Image to view in original size ITIL On-A-Page Reference Guide ] Service Desk ITIL, Information technology infrastructure library ITIL On-A-Page Reference Guide Find everything you need. Search Product, Service, Properties and items on a single site ShareMeBook. ITIL On-A-Page Reference Guide [ Click on ITIL On-A-Page Reference Guide Image to view in original size ] ITIL On-A-Page Reference Guide Service Desk ITIL, Information technology infrastructure library

Processes in Service Design itil, information technology infrastructure library

Processes in Service Design itil, information technology infrastructure library  Availability Management  Capacity Management  ITSCM (disaster recovery)  Supplier Management  Service Level Management  Information Security Management  Service Catalogue Management Processes in Service Design itil, information technology infrastructure library Processes in Service Design itil, information technology infrastructure library Find everything you need. Search Product, Service, Properties and items on a single site ShareMeBook. The Service Lifecycle ITIL, information technology infrastructure library Processes in Service Design itil, information technology infrastructure library Continual Service Improvement in Activities and Concepts ITIL – ITIL Course ITIL 4 Service Design The Service Design processes described here follow the specifications of ITIL V3, where Service Design is the second stage in the Ser…

Processes in Service Operation ITIL, information technology infrastructure library

Processes in Service Operation ITIL, information technology infrastructure library Processes in Service Operation itil, information technology infrastructure library  Incident Management  Problem Management  Event Management  Request Fulfillment  Access Management Find everything you need. Search Product, Service, Properties and items on a single site ShareMeBook. Processes in Service Operation ITIL, information technology infrastructure library Service Strategy Introduction in ITIL – ITIL Course Processes in Service Operation ITIL The Service Lifecycle ITIL, information technology infrastructure library Processes: ITIL Service Operation Service Operation carries out operational tasks. ITIL Service Operation The ITIL service lifecycle stage of Service Operation includes the following main processes: Processes in Service Operation ITIL Event Management …

Event Management ITIL, information technology infrastructure library

Event Management ITIL, information technology infrastructure library Event Management itil, information technology infrastructure library  3 Types of events  Information  Warning  Exception  Can we give examples?  Need to make sense of events and have appropriate control actions planned and documented Request Fulfillment  Information, advice or a standard change  Should not be classed as Incidents or Changes  Can we give more examples? Find everything you need. Search Product, Service, Properties and items on a single site ShareMeBook. Event Management ITIL, information technology infrastructure library Problem Management  Aims to prevent problems and resulting incidents  Minimises impact of unavoidable incidents  Eliminates recurring incidents  Proactive Problem Management  Identifies areas of potential weakness  Identifies workarounds  Reactive Problem Management  Identifies unde…

Functions in Service Operation ITIL, information technology infrastructure library

Functions in Service Operation ITIL, information technology infrastructure library Functions in Service Operation itil, information technology infrastructure library  Service Desk  Technical Management  IT Operations Management  Applications Management Incident Management  Deals with unplanned interruptions to IT Services or reductions in their quality  Failure of a configuration item that has not impacted a service is also an incident (e.g. Disk in RAID failure)  Reported by:  Users  Technical Staff  Monitoring Tools Find everything you need. Search Product, Service, Properties and items on a single site ShareMeBook. Functions in Service Operation ITIL, information technology infrastructure library IT Service Management/Service Operation IT Service Management Service operation coordinates and carries out the activities and proces…

Service Desk ITIL, Information technology infrastructure library

Service Desk ITIL, Information technology infrastructure library Service Desk itil, information technology infrastructure library  Local, Central or Virtual  Examples?  Single point of contact  Skills for operators  Customer Focus  Articulate  Interpersonal Skills (patient!)  Understand Business  Methodical/Analytical  Technical knowledge  Multi-lingual Service Desk ITIL, Information technology infrastructure library Find everything you need. Search Product, Service, Properties and items on a single site ShareMeBook. Service Desk ITIL, Information technology infrastructure library Service Desk within the ITIL framework Service Operation is one of five core publications from ITIL that covers the service lifecycle. The purpose of service operation is to deliver agreed-on levels of service to users and customers, and to manage the applications, technology, and infrastructure that s…

7 Steps to Improvement ITIL, information technology infrastructure library 1

7 Steps to Improvement ITIL, information technology infrastructure library 7 Steps to Improvement ITIL, information technology infrastructure library 7 Steps to Improvement itil, information technology infrastructure library ITIL Roles  Process Owner  Ensures Fit for Purpose  Process Manager  Monitors and Reports on Process  Service Owner  Accountable for Delivery  Service Manager  Responsible for initiation, transition and maintenance. Lifecycle! More Roles itil, information technology infrastructure library  Business Relationship Manager  Service Asset & Configuration  Service Asset Manager  Service Knowledge Manager  Configuration Manager  Configuration Analyst  Configuration Librarian  CMS tools administrator 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, constru…

Service Design ITIL, information technology infrastructure library

Service Design ITIL, information technology infrastructure library Service Design ITIL, information technology infrastructure library Objective: The objective of ITIL Service Design is to design new IT services. The scope of the Service Design lifecycle stage includes the design of new services, as well as changes and improvements to existing ones. Part of: IT Service Management | ITIL processes How are we going to provide it? How are we going to build it? How are we going to test it? How are we going to deploy it? ITIL 4 Service Design The Service Design processes described here follow the specifications of ITIL V3, where Service Design is the second stage in the Service Lifecycle. ITIL V4 has moved from the Service Lifecycle concept to a more holistic approach that includes key concepts, the Four Dimensions Model and the Service Value System (SVS) Instead of processes, ITIL 4 describes 34 'practices', and many of the 26 pr…

Service Portfolio Management itil, information technology infrastructure library 1

Service Portfolio Management itil, information technology infrastructure library Objective: Service Portfolio Management itil - The objective of ITIL Service Portfolio Management is to manage the service portfolio. This ITIL process ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. Part of: Service Strategy Process Owner: Service Portfolio Manager Service Portfolio Management itil, information technology infrastructure library Priorities and manages investments and resource allocation Proposed services are properly assessed Business Case Existing Services Assessed. Outcomes: Replace Rationalise Renew Retire Service Portfolio Management itil, information technology infrastructure library Process Description Service Portfolio Management ITIL Service Portfolio Management Managing services as a portfolio is a new concept in ITIL. IT…

ITIL, information technology infrastructure library, Service Assets

ITIL, information technology infrastructure library, Service Assets itil, information technology infrastructure library Service Assets Resources Things you buy or pay for IT Infrastructure, people, money Tangible Assets Capabilities Things you grow Ability to carry out an activity Intangible assets Transform resources into Services ITIL, information technology infrastructure library, Service Assets Objective: ITIL Service Asset and Configuration Management aims to maintain information about Configuration Items (CIs) required to deliver an IT service, including their relationships. Part of: Service Transition Process Owner: Configuration Manager

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ITIL, information technology infrastructure library, Service Strategy

ITIL, information technology infrastructure library, Service Strategy Objective: The objective of ITIL Service Strategy is to decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy lifecycle stage determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner. What are we going to provide? Can we afford it? Can we provide enough of it? How do we gain competitive advantage? Processes: ITIL Service Strategy Service Strategy determines which types of services should be offered to which customers or markets. Fig. 1: ITIL Service Strategy The ITIL service lifecycle stage of Service Strategy includes the following main processes: Strategy Management for IT Services Process Objective: To assess the service provider's offering…

ITIL, information technology infrastructure library, How the Lifecycle stages fit together

ITIL, information technology infrastructure library, How the Lifecycle stages fit together ITIL 4 - the most recent release of ITIL® - was launched in Feb 2019. It's the first major update to the ITIL framework since 2007, designed in large part to keep up with recent trends in software development and IT operations. On this page we answer your questions about the changes introduced with the latest edition of ITIL. How the Lifecycle stages fit together ITIL, information technology infrastructure library, How the Lifecycle stages fit together Continual Service Improvement Measurements in ITIL – ITIL Course Objectives ITIL 4 provides a flexible foundation for organizations that need to integrate various frameworks and approaches into their service management operating models. ITIL 4 aims to help businesses navigate the new technological era of digital services. Why ITIL 4?

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The Service Lifecycle ITIL, information technology infrastructure library

The Service Lifecycle ITIL, information technology infrastructure library ITIL V3 contains - The Service Lifecycle ITIL detailed descriptions of 26 ITIL processes, arranged along the service lifecycle: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement The Service Lifecycle Service Strategy Strategy generation Financial management Service portfolio management Demand management Service Design Capacity, Availability, Info Security Management Service level & Supplier Management Service Transition Planning & Support Release & Deployment Asset & Config management Change management Knowledge Management Service Operation Problem & Incident management Request fulfillment Event & Access management Continual Service Improvement Service measurement & reporting 7-step improvement process Continual Service Improvement Measurem…

4 Ps of Service Management in ITIL , information technology infrastructure library

4 Ps of Service Management in ITIL - information technology infrastructure library 4 Ps of Service Management in ITIL - information technology infrastructure library 4 Ps of Service Management People – skills, training, communication Processes – actions, activities, changes, goals Products – tools, monitor, measure, improve Partners – specialist suppliers 4 Ps of Service Management in ITIL , information technology infrastructure library What are the 4 P's of Service Design Stage? As define in ITIL V3, the 4 Ps of the ITIL service design stage are as follows: People Products Partners Processes The 4P's of service design are a crucial part of the ITIL Service Design module. If any one of the 4P's is not present in the system, the activities of service design stage cannot be completed successfully. The IT service managers must realize the true value of the ITIL 4Ps in the context of ITIL Service Design. Now, let’s dis…

Will my ITIL v3 Foundation certificate expire?

Will my ITIL v3 Foundation certificate expire? Hello, here we can see Will my ITIL v3 Foundation certificate expire? Answer: No. ITIL® v3 Foundation certificate will never expire. Therefore once you get the ITIL® v3 Foundation certificate, you will be able to include the credential in your resume for the rest of your life. That being said, the version of ITIL® will change. As you can see, there is a “v3” for the ITIL® Foundation certification scheme which is the short form of “3rd version”. In fact, the full name for the current ITIL® Foundation Certification is “ITIL® Foundation Certification”, the “2011” version is an upgraded version from the original “v3” version (so literally speaking, there are 4 generations of ITIL® Foundation Certification so far). However, the fact that ITIL® Foundation certificate would not expire would create a lot of confusions as people normally just refer to “ITIL® Foundation” without the edition. Continual Ser…

ITIL Process – Information Technology Infrastructure Library Process

ITIL Process - Information Technology Infrastructure Library Process ITIL Processes - Lists 26 ITIL Processes : ITIL Process ITIL v3 has 26 processes "ITIL Process" which have been segregated into five process areas service strategy, service design, service transition, service operations, continual service improvement. Process is a sequence of activities which has some inputs, triggers, outputs and delivers specific outcomes to the customer. Service Strategy Introduction in ITIL – ITIL Course

Find everything you need about ITIL Process.

Service strategy process area has 5 processes: Strategy management for IT services: This process has 4 sequential activities which can be mentioned as performing strategic assessment, generating strategy, executing strategy, measurement and evaluation. Demand management: This process has 4 sequential activities which can be mentioned as identifying sour…