ITIL

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…

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…