ITIL

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…

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 …

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…

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   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 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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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…