NEWS

Service Transition, Service Asset and Configuration Management in ITIL, ITIL Course   Service Transition   Service Asset and Configuration Management Introduction SACM 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 Objectives Service 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 organization  are  identified, c…

Service Transition Change Management in ITIL, ITIL Course   Service Transition   Change Management Introduction A 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. Purpose The 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. Service Transition Change Management in ITIL, ITIL Course Objectives The objectives of change manageme…

Transition Planning and Support in ITIL, ITIL Course   Service Transition   Transition Planning and Support Introduction The  purpose  of the  transition  planning  and  support  process  is to provide  overall planning for service transitions and to coordinate the resources that they require. The Objectives are: •              Plan and coordinate the resources to ensure that the requirements of service strategy   encoded   in  service   design   are   effectively   realized   in  service operation. •              Coordinate  activities  across  projects,  suppliers  and  service  teams  where required. •              Establish  new or changed  services  into supported  environments  within  the predicted cost, quality and time estimates. •              Establish  new  or  modified  management   information   systems  and  tools, technology and management  architectures,  service management  processes, and  measurement  methods  and  metric…

Service Transition Process Overview in ITIL, ITIL Course Service Transition   Process Overview                                                                                           Introduction Processes   within   Service   Transition   are   mostly   contained   within   the   Service Transition phase but there are also processes used throughout the Service lifecycle. Processes Processes carriedout in Service Transition are: •              Transition Planning and Support: Assiston handling high volumes of change and releases. •   Change  Management:  Responds  to  changing  customer  requirements  and Requests for Change. •              Service  Asset and Configuration  Management:  Manage  service  assets  and configuration items. •              Release  and Deployment  Management:  Provide  a holistic  approach  to the release of changedor new services. •              Service  Testing  and  Validation:  Testing  and  validatin…

Service Transition Introduction in ITIL, ITIL Course Service Transition Introduction    Introduction Overview Service Transition receives input on the basis of service strategies and designs set by the Service  Strategy  and Service  Design  lifecycles  before  the services  can be transitioned to the Service Operation lifecycle. Service  Transition  helps  to  introduce  new  or  changed  services  smoothly  whilst controlling risks. Many critical processes are involved in this phase. Purpose and Objectives An effective Service Transition meets business needs, costs and efficiency while maintaining minimal risk and maximum optimization. The purpose of the service transition stage of the service lifecycle is to ensure that new,  modified   or  retired   services   meet  the  expectations   of  the  business   as documented in the service strategy and service design stages of the lifecycle. The objectives of ServiceTransition are: …

Service Design, Supplier Management in ITIL, ITIL Course   Service Design   Supplier Management Introduction Supplier Management  aligns with corporate requirements  and other IT and Service Management processes. Objectives The purpose  of Supplier  Management  is to obtain value for money from suppliers and ensure suppliersperform according to the contracts and agreements. Objectives of Supplier Management are: •   Obtain value for money from supplier and contracts. •              Ensure that underpinning contracts and agreements with suppliers are aligned to business needs, support, targetsin SLRs and SLAs. •   Manage relationships with suppliers. •   Manage supplier performance. •              Provide assistance in managing,negotiating and agreeingon the contracts with suppliers. •   Maintain  a supplier  policy  and a supporting  Supplier  and Contract  Database (SCD). Supplier Management managesthe contract lifecyc…

Service Design, Information Security management in ITIL, ITIL Course   Service Design   Information Security management  Introduction Availability is for those who are granted access to the information.  This information should be secure and protected to maintain authenticity. Purpose and Objectives The purpose of Information Security Management is to align IT security with business security and ensure that information security is effectively managed in all service and IT Service Management activities. Information Security Management (ISM) ensures that: •              an Information  Security  Policy is implemented,  maintained  and enforced  that fulfills  the  needs  of  the  Business  Security  policy  and  the  requirements  of corporate governance. •              awareness of the need for security within all IT services and assets is properly raised. •   the Information Security Policy is appropriate for the needs of the organiz…

Service Design, IT Service Continuity Management in ITIL, ITIL Course     Service Design   IT Service Continuity Management Introduction The IT Service Continuity Management process ensures that the required IT facilities can  be  recovered  after  a  disaster  within  the  required  and  agreed  business  time scales. Purpose The purpose of IT Service Continuity Management (ITSCM)is to support the overall Business   Continuity   Management   process   by   ensuring   that   the   required   IT infrastructure  and  the  IT  service  provision  can  be  recovered  within  required  and agreed upon business timeframes. It plays a role in raising awareness of continuity and recovery requirements,  and to justify  and  implement   Business  Continuity  Management   process  and  Business Continuity Plans. Objectives Objectives of IT Service Continuity Management (ITSCM) are: •   Maintain a set of IT Service Continuity Plan and …

Availability Management in ITIL, ITIL Course Service Design   Availability Management    Introduction The Availability  Management  process  ensures  that IT services  consistently  deliver the required level of availability. Purpose Availability  Management  is a process  that ensures  the availability  of systems  and services matches evolving agreedneeds of the business.  Availability  Management also ensures IT delivers the right levels of service availability. The purpose of Availability Management is to optimize the capability of the IT infrastructure  and  to  support  the  organization  by  delivering  a  cost-effective  and sustained level of availability that enables the business to satisfy its objectives. Objectives The objectives of Availability Management are to: •   Produce and maintain an appropriate and updated Availability Plan. •   Provide advice and guidance to all other areas of the business. • …

Capacity Management in ITIL, ITIL Course     Service Design   Capacity Management Purpose and Objectives Capacity Managementensures cost justifiable IT capacity exists to meet current and future business needs. Capacity Management also ensures that there is adequate IT capacity to performIT activities and processes, and available capacityis optimized. The purpose of CapacityManagement  is to ensure the current and futurecapacity and performance demands of customer regarding IT service provision are delivered against justifiable costs. Objectives ofCapacity Management include the following: •   Produce and maintain appropriate and updated Capacity Plan. •   Provide advice and guidance on all capacity- and performance-related  issues. •   Ensure serviceperformance meet or exceed agreed targets. •              Assist  with  diagnosis  and  resolution  of  performance-   and  capacity-related incidents and problems. •           …

Service Design, Service Catalog Management in ITIL, ITIL Course   Service Design, Service Catalog Management in ITIL, ITIL Course Service Design   Service Catalog Management  Introduction An IT organization should prepare a service catalog that is made accessible to both internal  and  external  parties.    Any  changes  made  to  an  agreed  service  will  be reflected  in the service  catalog  as updated  information.  A Service  Catalog  is also used as a reference material to ensure that services given and received comply with what has been agreed in the Service Strategy phase. Purpose and Objectives The purpose of the service catalog managementprocess is to provide and maintain a single sourceof consistent  information  on all operational  services and thosebeing prepared  to be run operationally,  and to ensure that it is widely available  to those who are authorized to access it. The objectives of ServiceCatalog Management include t…

Service Design, Design Coordination in ITIL, ITIL Course   Service Design       Design Coordination                                                                                       Introduction The activities  of the service  design  stage are detailed  and complex.  Only through well-coordinated  action  can a service  provider  hope to create  comprehensive  and appropriate designs that will support the achievement of the required business outcomes. Purpose and objectives The purpose of the design coordination process is to ensure the goals and objectives of the service design stage are met by providing  and maintaining  a single point of coordination  and  control  for  all  activities  and  processes  within  this  stage  of  the service lifecycle. The objectives of the design coordination process are: •              Ensure  the consistent  design  of appropriate  services,  service  management information syst…

Service Design, Introduction in ITIL, ITIL Course   Service Design   Introduction   Overview Service Design is the service lifecycle phase that is responsible for designing appropriate, comprehensive and innovativeIT services. Service Design is the phase in the lifecycle following Service Strategy. In this perspective, Service Design has to meet the objectives of Service Strategy and apply the strategies into the design. Purpose The purpose  of the service  design  stage  of the lifecycle  is to design  IT services, together with the governing IT practices, processesand policies to realize the service provider's strategy and to facilitate the introduction of these services into supported environments   ensuring  quality  service  delivery,  customer  satisfaction  and  cost- effective service provision. Objectives Objectives of Service Design include the following: •              Design services to deliver more effective and ef…

Service Design, INDEX Content in ITIL, ITIL Course Service Design 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 Introduction                                                                                                 Design Coordination                                                               Service Level Management                                                                          Service Catalog Management                                                                       Capacity Management                                                                                 Availability Management                                                                                IT Service Continuity Management     …

Service Strategy, Index content in ITIL, ITIL Course 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. Part of: IT Service Management | ITIL processes     Introduction                                                                                                   Service Strategy Process                                                                                   Service Portfolio Management                                                                          Demand Management            (adsbygoogle = window.adsbygoogle || []).push({});                      …

Service Strategy, Business Relationship Management in ITIL, ITIL Course   Service Strategy   Business Relationship Management      Purpose The purpose of the businessrelationship managementprocess is two-fold: •              To  establish  and  maintain  a  business  relationship   between  the  service provider  and  the  customer  based  on  understanding  the  customer  and  its business needs. •              To identify  customer  needs and ensure  that the service  provider  is able to meet those needs as business needs change over time and between circumstances. Business  relationship  management  ensures  that the service  provider  understands these changing needs. Business relationship management also assists the business in articulatingthe value of a service. Objectives The objectives of business relationship management include: •              Ensure high levels of customer satisfaction, indicating that the service provider is …

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…