Documente Academic
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ReadMe
Hithere,
Ifyourereadingthis,youvestumbleduponthebeststudynotesyoullfindforITILv3.I
wrotethesenotes,andbystudyingfromthem,Iscored90%(Igot4wrongoutof40on
theexam).Stillnotconvincedthatthesenotesareawesome!?
Hereshowtousethenotes:
1. Orderinwhichyoushouldreviewthestudymaterials:
a. ExamTips
b. Overview(amappingoftheProcesses/Subprocesses/Functions)
c. Module1
d. Module2
e. Module3SS(ServiceStrategy)
f. Module3ST(ServiceTransition)
g. Module3SD(ServiceDesign)
h. Module3SO(ServiceOperation)
i. Module3CSI(ContinualServiceImprovement)
j. Overview(amappingoftheProcesses/Subprocesses/Functions)
2. Thefirstpageofeverynotecontainsalistofconstructs(processes/functions/
etc.)thatmaybetestedon.Ifyoucangothroughthefirstpageofevery
documentandanswer/define/understandtheconstructswithoutlookingatthe
answerslistedonthesubsequentpages,yourereadytomoveontothenext
document.
3. Whilethesenotesareclosetoacompletestudyguide,keepinmindthatgetting
answerswrongonthepracticetestsisaninvaluableexercisewhichwillhelpyou
determinetheconstructsyoustillneedtofigureout.Forexample,IthoughtI
knewwhataworkaroundwas,butIhadtogetitwrongonthepracticeexam
tofigureoutIneededtounderstand/memorizeITILsdefinition.
Bestofluck!Andhey,ifyouneedhelp,donthesitatetocontactus(info@bwyze.com)
regardlessofwhetheryouretakingthecoursethroughus.Wellhelp!
Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails
ITILv3FoundationStudyNotes
*********
ExamTips
Hithere,
Ifyourereadingthis,thenyouregoingtotaketheITILv3FoundationExamsoon.Here
aresomekeypointstokeepinmind:
1. Memorizeyourdefinitions.Thequestionsontheexamwillprovide2outof4
answersthatmakesenseandareverysimilarwhenreferringtoaterm,andsoifyou
donthavethetermmemorized,youllbestuck.Trustus;15questionsontheexam
willbejustlikethis.
2. Understandingtheinterrelationships,jurisdictions,andsubtledifferencesbetween
theterms,processes,subprocesses&functionsisjustasimportantas
understandingtheconstructsthemselves.Forexample:
WhatisthedifferencebetweenAvailability&CapacityManagement?
HowdoesOperationalControldifferfromTechnicalManagement?
Whatisthedifferencebetweenaworkaroundandaresolutioninthe
contextofIncidentManagement?
WhatsintheServiceCataloguecomparedtotheServicePipelinecompared
totheServicePortfolio?
WhatsaRolloutcomparedtoaDeployment?
Anyoftheroles!WhatdoesanAssetManagerdocomparedtoa
ConfigurationManager?ServiceOwnervs.ProcessOwner?
Eventvs.Alertvs.Incident?
3. Whenmemorizingdefinitions,youcangetstuckintheweeds.Knowingtheoverall
structureofITILv3willhelpyouorganizetheinformationinyourmindandhelp
resolvejurisdictionquestions(i.e.whodoeswhat?).Socreateanoutlinelikethis
(wevestarteditoffforyou):
ServiceStrategy
1.1. ServicePortfolio
2.1. DemandManagement
3.1. FinancialManagement
ServiceDesign
1.1. ChangeManagement
2.1. etc.
Bestofluck!Andhey,ifyouneedhelp,donthesitatetocontactus(info@bwyze.com)
regardlessofwhetheryouretakingthecoursethroughus.Wellhelp!
Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails
ITILv3Overview
1. ServiceStrategy
1.1. ServicePortfolio
1.2. DemandManagement
1.3. FinancialManagement
2. ServiceDesign
2.1. ServiceCatalogueManagement
2.2. ServiceLevelManagement
2.3. AvailabilityManagement
2.4. CapacityManagement
2.5. ITServiceContinuityManagement
2.6. SupplierManagement
3. ServiceTransition
3.1. ChangeManagement
3.2. Release&DeploymentManagement
3.3. ServiceAsset&ConfigurationManagement
4. ServiceOperation
4.1. Functions
ServiceDesk
TechnicalManagement
ApplicationManagement
ITOperations
4.2. Processes
EventManagement
IncidentManagement
RequestFulfillment
AccessManagement
ProblemManagement
5. CSI
Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails
Module1:IntroducingITILv3
Overview&Objectives
1. Module1IntroducingITIL
1.1. ITSMdef
1.2. ITIL
Provides(3)
Doesntinclude(1)
Objectives(3)
1.3. Bestv.GoodPractice
1.4. ServiceMgmtvision
Visionmeans
Purposeofvisionstatement
1.5. ITILCorelifecycle(5)
1.6. Resourcesvs.capabilities
1.7. Functionsv.Process
1.8. ProcessOwnerv.ServiceOwner
1.9. AuthorityMatrix
Howithelps
RACImodel
1.10. Technologytools(5)
MODULE1:INTRODUCINGITILV3
Submodule
Overview&Objectives
Term
Definition/Point
AprocesscenteredapproachtodeliveryITservicesthat
ITSM
meetbusinessneedsaccordingtoperf.Targets.
Provides:
BestpracticesforITSM
Commonlanguage
Drivescontinualimprovement
ITIL
Doesntincludemethodologytoimplement
Objective:
Contributevaluetoorg.byalignmentofIT&business
IncreaseEfficiency(cost/time)
ImproveEffectiveness(meetqualityrequirements)
Focus:
UnderstandingITserviceneeds
Improvingqualityserviceprovisioning
ITILLifecycle
Providingcostjustifiableservicequality
Identifyingroles/responsibilities
UsingKBapproach
IdentifyingKPIs
Best=superioroutcomestonormalpractices
Bestvs.GoodPractice Nowmorewidespread,itilpracticesarestandards;
outcomesexpected;goodpractice
Actlikeabusiness,createvisionwithgoals,budget,
metrics
ServiceMgmtVision VisionWheredowewanttobe
Purposeofvisionstatement
ClarifydirectionofITsupport
HowITILcanhelpadd
value
ITILCoreLifecycle
ITSM
Function,roles,
processes
Processvs.Service
Owner
Motivatepplinrightdirection
Coordinateactionsofppl
OutlinePOVofsr.mgmt
Documenting,negotiating,&solidifyingcustomer/biz
targets
Regularlyassesscustomersperceptionsviafeedback
EnsureITpersonneladapttobusiness
5stages
ServiceStrategyscapproachtoITSM
ServiceDesignoverallbizchangeprocess;scobj
portfolioofservices/assets
ServiceTransitiondevelops/improvescapabilities
fornew/changingITservicesintoops;focuseson
movingfromobjtohowtoachieveit
ServiceOperationdeliver/supportITservicesper
SLAs;effective/efficiencykey
CSI
Providestructurestabilitystrengthtoservicemgmt
capabilitieswithprinciplesmethods&tools
Setoforglcapabilities/resourcestoaddvalueinto
services/goods
Capabilitiesareskillsandrequirerawmaterials;
resourcesaretherm
Requestapprovalticketcreatedappropriateteam
notifiedindividualdoestingstocloseticket;joanowns
ticketandinteractswithjoe/sarahtocloseticket
Fnunitscarryingouttings;containonBOK;provide
structure
Processactivitiestoaccomplishobi;combines
resources/capabilities(p/t)tocreateoutputswhich
createsvalue
Rolesstaffinvolvedinprocess/servicedelivery;key
rolesareProcessOwnervs.ServiceOwner
POHelpdeskMgr;ensuringallactivitiesare
undertaken
POrole:
Definingpsy
Assistinginpdesign
Reviewpstrategy
ServiceOwner
Authoritymatrix
Technologytools
ProcessDefinition
ITIL
Initiation,transition,ongoingmaintenance/supportof
service(fulfillment);ensurescustomersaresatisfied
SOrole:
Spoc
Ensuringdeliverymeetsrequirements
Identifiesopportunitiesforimprovement
Workswithotherowners
Confusing
Clarifiesactivitiestodo.
Responsibilityexecutionofprocess/activiites
Accountableownershipofquality/endresult
Consultedinvolvementthroughinputofknowledge
Informedreceivinginfo.aboutprocess
execution/quality
Only1personisaccountableforanactivitiy;multiple
mayberesponsibility
Accountabilitymustremainwith1personforall
activitiesinaprocess
Workflow
KB
Testing
BI
Discovery
Actionsrequiredbeforeselectingtools
Setofcoorddactivitiescombiningcapabilities&
resourcestoproducevalueaddoutcometo
stakeholder.
Integratedprocessesthroughwhichorgscanmeet
goalswitheff/eff.
Primarycharsofprocesses:
Measurable
Specificresults
Stakeholders
Specificevents
Inputsactivitiesoutput
Ifprocessdefined
Whattodo?Buildcpu
Benefitsofdefined
processesforservices
Service
Expectedresult?Cpuworks
Measuredeliverymeaskyou
Howdooutputsbecomeinputsofanotherprocess?
Integration/alignmentofprocesses
Transparencyofops
Lowercosts/shortercycles
Predictableresults
Demonstratedconfidencetocustomers
Meansofgivingvaluebyallowingoutcomessans
ownership
Enableprovidesemployeewithcomputer;enables
themtowork
Byenablingthemtowork,swandnwaccessare
embedded
Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails
Module2:IntroductiontoITILv3Cont.
ServiceStrategy
1. Purpose
2. 2LevelsofactivityforITSM
3. 3Questions+3otherobjectives
4. Resourcesvs.capabilitiesdefinitions+howtheyreusedbyeachLifecyclestage
5. Utilityvs.Warranty[review]+howrelevantintransition,operation,csi
ServiceDesign
1. Purposedef+consistsof(3)
2. MainGoal(1)+Designingservices(4)+Balancethatmustbestruck
3. HowResources&CapabilitiesusedinSS&SD
4. 5aspectsofSD
5. 4Ps
6. Deliverymodeloptions(7)
7. SDPcontains
ServiceTransition
1. Purpose+feature
2. Orglevelvs.servicelevel
3. Goals(4)
4. Objectives
5. Relevancetores/cap
6. KeyaspectsofSDP(4)
7. ServiceVmodelensures+def
ServiceOperation
1. Primarypurpose+Balancethatmustbestruck
2. 4mainfunctions
3. Internalvsexternalview
MODULE2:Lesson
Overview&Objectives
ServiceStrategy
Term/Theory
Purpose
2levelsofactivityfor
ITSM
Questionsanswered
OtherObjectives
Resourcesvs.
capabilities+
Howtheyfitin
Lifecycle
Utility&Warranty
Definition/Point
EstablishesoverallstrategyforIT
OrglevelsetsdirectionforITviastrategyandobjectivestoachievevision
Servicelevelpolicies/objectivestoensurevaluecreation
Howcreatevalue?
Howtodefinequality?
Howtoefficientlyallocateresourcesacrossservices
Ensureorgcanhandlecost/riskwell
Setexpectationsofperformance
Id/select/prioritizebusinessopportunities
Capabilitiesturnresourcesintogoods/services.
SSmanagesconsumptionofresourcesandcapabilitiesbyservice
SDusesresourcesandcapabilities
Sttestagainstresources/cap
Soallocateresourcesandcap
Csimeasure/assesbothres/cap
Utilityfitforpurpose
- Whatisdelivered
- Whatcustomergets
- Whatgainsperformancecustomergets
- Functionalrequirementsforservice
Warrantyfitforuse(parameters)
Itmustperformwithinstatedparameters
BothU&Waretested/validatedintransition
U&WdeliveredinOperations
CSImeasures/assessesplannedutility&warrantyvs.actualdeliveredinoperations
ServiceDesign
Term/Theory
Definition/Point
Designofnew/changedservicesforintroductiontoproduction
Arch
Processes
Purpose
Documentation
Ensuresfunctional/mgmt/operationalrequirementsareconsidered
BuildforallservicesaSDpackagethatcontainsallaspects
Othergoals:
Designingservices
thatmeetbizobj
withefficiency/effectiveness
Maingoal
security/resilience
measurements/metrics
Balance:
Ensurefunctional&performancetargetsaremet
Strivestoprovidemoreefficiency/effectivenesssolutionsbycoordinatingalldesign
activitiesforITservicestoensureconsistency
SSmanagesconsumptionofr/c
R&C
SDproducesdesignsusingtheallocatedresources/capabilities
DesignusedservicemodelfromstrategytodesignservicesforOP.
Designofsolution(includingfunctionalRequirements,resources,andcapabilities)
mustbeagreedon
DesignofSMsystems/toolsforcontrol/mgmt
5aspectstoSD
Designoftechnologyarch/systemstoprovideservices
Designofmeasurementsystems/metrics
Resultsdrivenapproach
People
Products/techy
4Ps&SD
Processes
Partners/supplies
Modelselectedfordesignisdrivenbymodelselectedfordelivery.
1. Insourcinginternalresourcesforallstages
2. Outsourcingresourcesforallstages
Deliverymodeloptions
3. Cosourcingcomboofin/outforelementsofservicelifecycle
4. Partnership/multisourcingformalarrangementbetween2/moreorgsto
worktogether(akastrategicpartnership)
5. BPOformalarrangementbetween2orgtomanage/hostentirefunction(i.e.
callcentre,payroll)
6. Appserviceprovisioning=formalarr.Withapplicationserviceprovidersfor
sharedcomputerbasedservices(ondemandsw/apps)
7. Knowledgeprocessoutsourcingprovidedomainbasedprocesses/biz
expertiseratherthanjustprocessexpertise;requiredadvancedanalyticaland
specializedskills
Detailsofallaspectsofaservicethroughallstagesoflifecycle;producedkeepingin
mind5aspects,4ps,andDMoptions
PassedfromSDtotransition
Alldetailsforimplementingevaluatingandmaintainingaservice
Includesfunctional/architecturalrequirements
Consultsotherstages
SDP
ServiceTransition
Term/Theory
Input
Goals:
Objectives:
Definition/Point
Transitioningnew/changedITservicestooperation.
Internalservice(movefromwhatsrequired)toconceptofhowitsimplemented
Orglevel
Developscap/resourcestoallowITtotransitiontoreality
Servicelevel
Resources/capabilitiesconvertdsrequirementsintoportfolio
Requiregoodsetofprocessestoimplementinops.
Providescontrol;allowyoutospeedup/slowdown.
Setcustomerexpectationsofperformance/usagetonew/changedservice(SLA)
Enablecustomertointegratereleaseintobizprocesses/services
Reducevariationsinpredicted/actualperformanceoftransitionedservicesby
keepingcustomerinformed
Reduceknownerrors/minimizerisksfromtransitioningnew/changedservicesinto
production
Ensuretheycanbeusedinaccordancewithservicerequirements
Primary:deliveryservicevisioninarelevant,timely,qualityandcosteffective
manner.
Cap/res
KeyaspectsofSDP
requiredbySTteam
ServiceVmodel
Conclusion
ServiceOperation
Tertiary:
Plan/managerestoestablishservice
Ensureminimalimpactonproduction
Increasestakeholdersat
Increaseproperuseofservices
STmusttestagainstres/cap
Applicableservicespackages
Servicespecs/models
Archdesignrequiredtodeliver
Definition/designofeachrelease
Detaileddesignofhowservicecomponentswillbeassembled
Release/deploymentplans
Journeyfromasisrequired.
STensuresalignmentviatestingagainsteachlevelofrequirement.
ServiceVmodel
1. Definerequirements:BizrequirementsofStrategy(inSLP)areevaluated
againstservicereviewcriteriaandtestplans;validatesoriginalbizcase.
2. Defineservicerequirements:Defineservicereq.ofDesign(inSL
RequirementsandSLA);i.e.ensure5kpplcanusesystem
3. Designservicesolution:containedinSDP
4. DesignserviceRelease(inreleasepackage)
5. Designservicesolution(inSDP)testingdone
SDPcompleted
Term/Theory
~
Goal/Obj
Definition/Point
Daytodayworkfortheservice
Primarypurposeisdeliver/supportisservicesatagreedlevelseffectiveness/efficiency,
providingvaluetostakeholder.
Highquality=highcost;balancemustbestruck
Valueof~
Daytodayrealizationofpreviousstageswork.Developscap/resallowingITorgto
deliver/supportservicetocustomer.
Alsoneedstomonitor
Managedpplprocesstechnology
Whereprocesses/activitiesareexecuted/delivered/assessedbycustomers.
4mainfunctions:
ServiceDeskSPOCforuserswhenservicedisruption,servicerequests,orsomeRFCs
Techmgmtdetailedtechskillstosupportongoingoperation(keyroleIn
design/testing/release/improvementofitservices)
OpscontrolresponsibilityfordailyoperationalactivitiestomanageITinfrastructure;
breaksdownintoITopscontrol&ITfacilitiesMgmt
Appmgmtdetailedtechskills/resourcestomanageappsthroughSDLC
Requiredconsistentaccountability/responsibilityviaroledefinition.
Functions
Conflicting
priorities
Balanceconflictingpriorities
InternalvsexternalviewofITopteamsfocusongrowingfunctionalareas;externalviewis
customerperception
ContinualServiceImprovement
1. Primarypurpose
2. Address3things
3. Keyobjective
Term/Theory
~
Purpose
Goal
Keyobjectives
4mainreasonsto
measure
Definition/Point
Providesguidanceinevaluating/improvingthequalityofservicesbymeasuring,
reporting,andimprovingservicemanagementprocesses/services.
Primary:align/realigntochangingbizneedsbyimplementingimprovements.
Lookingforwaystoimprovealignment/effectiveness/efficiency.
Address3areas:
- OverallHealthofITSM
- Alignmentofportfolioofserviceswithbiz
- MaturityofITservices
Review,analyze,makerecommendationsonprocessesineachlifecyclestage&op
services.
Validatepreviousdecisions
Setdirection(mostimportantreasons)
Justifycoursesofactionw/proof
Interveneandprovidecorrectiveactions
Baselinesmustbesetforthefollowing:
Goals/obj
Processmaturity
OplmetricsandKPIs
ITGovernance
Commonterms
Demingcycle
Improvementsoutcomesthatshowmeasurableincrease/decreaseinametric
Benefitsgainsachievedviarealizationofimprovements
ROIdifferencebetweensavingachievedandamountexpendedtorealizesaving
VOIextravaluecreatedbybenefitsincludingnonmonetaryorltoutcomes;
subcomponentisROI
Mgmtphilosophyforest.quality,productivity,andcompetitiveposition.
CSImodel
Planformulategoal/theory,definehowtomeasuresuccessandplan
Doexecuteplan
Checkmonitoroutcomesvsexpectedresultsandlookforlessonslearned
Actintegratelessonslearned,adjusttheory/method,determinewhatmorewe
mustlearn
B.VisionEmbracevisionbyunderstandingbizobj
BaselineassessmentsAssesscurrentsituation(asis);baselineanalysisofcurrent
position.Measurabletargets
Service&ImprovementtargetsUnderstand/agreeonprioritiesbasedonvision
DetailCSIplanbyimplementingITSMprocesses
Measurement&MetricsVerifymetricsareinplacetoseeifmilestonesreached/
processescompliant
Ensuremomentumiscreatedtoensureitkeepsontrucking
ExamReCapServiceStrategy(SS):
IDgoals/objsofSS
Define/explainconceptofres/cap
Define/explainvaluecompositionw/U&W
ExamReCapServiceDesign(SD):
ExamReCapServiceTransition(ST):
ExamReCapServiceOperation(SO):
ExamReCapContinualServiceImprovement(CSI):
Explainthemaingoals/objofCSI
Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails
ITILv3Module3
ServiceStrategy
1. Outline
1.1. Keydecisions(3)
2. ServicePortfolio
2.1. Contains(4)
2.2. Servicecatalogue
Whatitis
Contains(4)
2.3. ServicePipeline
2.4. RetiredServices
3. DemandMgmt
3.1. Responsiblefor1
3.2. Challenge
3.3. ActivitybasedDMgmt
3.4. Analyzes(3)
3.5. KeyObjectives
3.6. Risk
4. FinancialMgmt
4.1. 3mainactivities
4.2. Servicevaluation+goal
WhatsthedifferencebetweenServicePortfolio&ServiceCatalogue?
TheServicePortfolioiscomposedofallservicescommittedtoITcustomerscurrent,
underdevelopmentandfutureaspartofcontinualserviceimprovement.TheService
CatalogueisthatportionoftheServicesPortfoliothatiscurrentlyavailabletoIT
customers,soit'sasubsetofit.
Understandingcustomerdemandforitservicesandprovisioningcapacityaccordingly
SERVICESTRATEGY
Term/Theory
SS
SP
Definition
ServicePortfolio
FinMgmt
DMgmt
EnteredintoSP;actsasbasisofdecisionframework
Keyquestions?
- Whybuyservices?
- Whybuyfromus?
- Pricingmodel?
- Strengths/priorities/risks
Oncegodecisionmade;enteredintoSC.SDarchitectsthe
servicesfortransition.
SC
Bizcase
DMgmt
1componentofsp
Projectionofservicesactual/projectedcapabilities
Itspublishedtocustomers;supportssale/delivery
Includesinformationabout:deliveries,prices,contactpoints,
orderingandrequestprocesses
ServicePipelineinitialstageofnewservices;doclistingall
servicesunderconsideration/dev
Retiredservicesfinalstageinlifecycleofallservices;
repositoryofofferings/lessonslearnedwhendelivering
servicesinthepast;permremovalofITservicesorCIfrom
production
Decisionsupport/planningtool;helpspredictoutcomeof
proposedaction/justifiesinvestment
Uniquepatternsofbizactivitybecomeidentified.
DMgmtisresponsibleforunderstandingcustomerdemandfor
ITandprovisioncapacityaccordingly.
Aimstoensurecapacitywhenrequired.
Challengeofsynchronousproduction/consumption.
ActivitybasedDMgmttiesbizactivityasprimarydemandfor
itservices.PDApatternsofbizactivity
PDAshelpsusdefineoprequirementsandServiceLevel
Packages
SLPadefinitelevelofU&WassociatedwithaSLP
Dmgmtlookingat:
- User
- TopUtilityfeatures
- Warrantyspeed
Risk
FinancialMgmt
FutureeventthatmayadverselyaffectSLAs
ROI,VOI,costbenefitanalysis,costingmodels,ITbudget,user
chargessupportgo/nogoonbizobj.
3mainactivities
- Budgeting
- ITaccounting
- Charging
Otherkeyactivities:
Servicevaluationmeanstoamutualagreementwithbiz
regardingserviceswhatcomponents,actualcost.Keygoals
areproducevalueforservicesthatarefairtobiz+
improvementmgmtofdemand/consumptionviadmodeling
ServiceInvestment&CBAvalueofservices+costsincurred
toprovideservice
Dmodelinganticipatedusagebybizandprovisioning
requirementsfromIT
EncapsulatedwithinSPelementsofthebizcase&risk
assessment
SLPcontainsallworkdonesofar.SDusestocreateSD.
ExamReCap
Yourstudypartner,
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www.bwyze.mindmuze.comformoredetails
ITILv3Module3
ServiceTransitiontoboldlybuild,test,andimplementSDPsintoSO
1. ChangeManagement
iii. Primary
a. Outline
objective*howit
i. Focuseson
comparesto
ii. Primaryfocus
primaryobjective
iii. Wherestrategic
ofchange
andcorrective
b. Concepts
changestake
i. Releasepackage
place
ii. Storageareasfor
b. BasicConcepts
authorizedmedia
i. RFC
andhwspare
ii. CAB,ECAB,
parts
ChangeAuthority
1. DML
iii. Backoutplan
2. DSS
iv. ChangeSchedule
iii. R&DModels
c. 3Typesofchanges*
iv. 4Release
differencebetweenstd
approaches
andnormalchange
c. Roles(3)
d. ChangeModel
d. Terms
e. Changeprocess6
i. Release
f. KPIsofChange(3)
ii. Deployment
g. 7rsofchange1
iii. Rollout
iv. ReleaseUnit
2. Release&Deployment
3. ServiceAssetandConfiguration
Management
Management
a. Outline
a. Outline
i. Fullarchitecture
i. Yep
brokendowninto
ii. Critically
tech/nontech
interdependent
with(2)processes
activities
ii. Responsiblefor
b. DifferencesbetweenSA/
planning
Cmgmt
scheduling
c. CMDB;criticalaspect
controlling
thereof
releasefromtest
d. CI
production
e. CMS
f. Configurationbaseline
g. SKMSsupportedbydata
1
raise,reason,return,risk,resources,
inCMSandCMDB
responsiblerelationship
h. SAManager,CManager,
Canalyst,Clibrarian,
CMSadmin,Cctrlboard,
janitor
i. Terms
i. AssetMgmt
ii. Attribute
iii. Baseline
iv.
v.
vi.
vii.
viii.
ix.
x.
xi.
ConfigMgmt
CMS
Configbaseline
ServiceAsset
SKMS
Benchmark
Snapshot
CI
ServiceTransitionPart1
1. ServiceTransition
1.1. Outlines
helptoplanbuildtestimplementSDPsintoProduction
internalservicetoIT;whatisrequiredhowitsimplemented
1.2. Changemgmt
Outlines:
Focusonservicechange(addition,modorremovalofplannedservice,
component
Primaryobjective:enablebeneficialchangesw/minimaldisruptionof
ITservices
Otherobjectives
1.2...1. Changesdonecontrolledmanner
1.2...2. Changesrecorded,evaluated,authorized,prioritized,planned
testedimplemented,shakenastickatwhippedfriedbuttered
basted
StrategicchangestriggeredinSS;CorrectivechangesinSO
1.2...1. Strategicchangeifmajorchangeinservice
BasicconceptswithinChange:
RFC
Roles:
1.2...1. CAB
1.2...2. ECAB
1.2...3. ChangeAuthorityprovideformalauth.Foreachchange.Roles
include:
Backoutplansmustbeconsideredforallchangestoreverttopre
changestate;contingencyplansmustbecreatedwhereBOPnot
possible
ChangeSchedulelistsallapprovedchangesandplanneddates.It
becomesanimportantaudittrailtosupportincident/problemmgmt
amongotherprocesses
3typesofchanges:
Emergency
NormalImmovingtoanotherofficeandneedprintermoved
StandardIwanttogetaprinterthatprintsincolour
Changemodel:repeatableprocesstodealwithaparticularcategoryof
change(steps,order,timescales,escalationprocedures)
Changeactivitysteps:
RecordRFC
Review
Assess/evaluate
Authorize/schedule
Coordinatechange,implementation,plan,build,test,implement
ReviewandcloseRFC
KPIofChangeMgmtProcess:
#ofchangeimplemented
Reductionsinunauthorizedchanges
reductioninbacklog
changesuccessrate
reductioninassociatedincidents
ChallengesfacedbyChangeactivities:
legacysystems
balancebetweenstableproductionandbeingresponsivetobneeds
riskmgmt
Examrecap:
1.3. Release&DeploymentMgmt
Outline:
Managesreleaseofservice;plannedindesignstage
Fullarchbrokenintotech/nontechnicaldeployments
Responsibleforrelease&deploymentactivities
Focusedonassessingtechnical/nontechactivitiesofrelease
Containshw,sw,anddocumentationCIs;allhappenintransition
Responsibleforplanningschedulingcontrollingreleasesfromtest
productionenvironments
Primaryobjective:ProtectintegrityofITservices/infrabyensuring
correctcompsarereleased
Otherobjectives:
Concepts:
ReleasePackagecomboofindividualreleasesgroupedtogether.
RPcontainsindividualCIs&releaseunits.Aimofdefiningrelease
unitsistodecidedmostappropriatereleaseunitforeach
asset/component
Physicalstorageareasforauthorizedmediaandhwspareparts
1.3...1. DML(libraryinwhichmediaconfigitemsarestored/protected;
physicalareawheremastercopiesofmediaversionsareplaced;
onlyswfromDMLisacceptableforuseinrelease)
1.3...2. Definitivespares(surplushw)andphysicalstorageareasforall
authorizedmediaandhardwarespareparts
StandardR&Dmodelsillustratestdflowsandactivitiestoguideppl
onapproach,mechanisms,processes,proceduresandresources
1.3...1. BigBangalluserareasinoneoperation
1.3...2. Phasedpartoftheuserbase
1.3...3. Pushtousersatatimenotoftheirchoosing
1.3...4. Pulltousersoftheirchoosing;theycallpullitdownatown
locationwhentheyplease
Roles
1.3...1. R&Dmgrallaspectsofpackage
1.3...2. Deploymentmgrfinalphysicaldeliveryoftheservice
implementation
1.3...3. RPackaging&Buildmgrcontrolsworkflow
Examrecap:
Terms:
1.3...1. Releaseprocessresponsibleforplanning,scheduling,
controllingthemovementofreleasestotest/production
1.3...2. Deploymentactivityresponsibleformovementofnewor
changed,hw,sw,documentation,processtoproduction
1.3...3. Rolloutdeliverinstallcommissionofnew/changedCIsacross
logical/physicalpartsofanorganization
1.3...4. ReleaseunitcompsofandITservicethatarenormallyreleased
together
1.3...5. DML1ormorelocationsinwhichdefinite/approvedversionsof
allswCIsaresecurelystored
1.4. ServiceAsset&ConfigurationMgmtProcess
Outline:
Bothasset/citemsaremanagedfromacquisitiontodisposal
Objectives:
1.4...1. providelogicalmodelofITinfrastructure
1.4...2. optimizecosts
1.4...3. enableorganizationtocomplywithcorporategovernance
requirements
1.4...4. managechange/release
1.4...5. resolveproblems/incidentsfaster
SACM,change,release&deploymentarecriticallyinterconnected
DifferencesbetweenServiceAssetandConfigurationManagement:
SAtracking&reportingvalue&ownershipofITassets
CMmaintaininginformationaboutCIsincludingtheirrelationships;
informationinCMDB
CMDBstoresconfigrecordsaboutdetailsofCI;holdsrelationship
betweenallCIs;scopeisacriticalconsideration
CIcomponentofanitemcanvaryincomplexity,varietyandtype
SACMprocessrequiresCMS;providesinterfacetorelateinformation
inCMDBtoallotherservicemgmttools&archs;helpdeskanalyst
accessesCIinformationviaCMS
Configurationbaseline
SKMSsupportedbydataheldinCMSandCMDBs
ItsmuchbroaderthanCMSinthatitcoversexperienceofstaff,user
behaviour,supplierrequirements/abilities/expectations,etc.
GoodSKMSresultsin:betterdecisionsbeingmadewithbetterresults
Facilitatesbetterdecisionviabetterknowledge
Roles:
ServiceAssetManagermanagelifecycleofassets
ConfigurationManagermanagelifecycleandrelationshipsofallCIs
ConfigAnalystanalyze/proposescopeofA&CMprocesses
ConfigAdmin/LibrariancustodianofmastercopiesofCIs
CMS/toolsadminevaluatesA&CMtools
Configcontrolboardreviewschangesinserviceconfiguration
Janitorcleansupaftertheaboveroleswhentheyleavetheoffice
(theserolesaregettingabitridiculous)
Examrecap:
Terms:
AssetMgmtProcessfortracking&reportingvalueandownershipof
financialassetsthroughouttheirlifecycle
AttributepieceofinfoaboutaCI
Baselinebenchmarkusedasareferencepoint
ConfigMgmtprocessresponsibleformaintaininginfoaboutCIs
requiredtodeliverandITserviceincludingtheirrelationships
CMSsetoftools/dbsusedtomanageandITserviceprovidersC
data
Configurationbaselineusedasbasisforfuturebuilds,releases,and
changes
Serviceassetcapabilityorresourceofaserviceprovider
SKMSsetoftools/dbsusedtomanageknowledgeandinfo
Benchmarkrecordedstateofsomethingataspecificpointintime
SnapshotcurrentstateofaCIascapturedbyadiscoverytool
Relationship
Configurationadbusedtostorecrecordsthroughlifecycle
CIcomponentthatneedstobemanagedinordertodeliverandIT
service
CMDBissubsetofCMSwhichissubsetofSKMS
Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails
ITILv3Module3
ServiceDesign
1. Mainpurpose
2. 5ElementsofDesign
3. ServiceCatalogueMgmt
3.1. 3Objectives
3.2. 2criticalaspects
3.3. SLvs.SCManager
4. SLMProcess
Part1
4.1. Objectives(2)
4.2. SLRequirements(definition+5things)1
4.3. UC
4.4. OLA
4.5. SLA
5. AvailabilityMgmt
5.1. Responsiblefor
5.2. Objectives
5.3. VBF(def)mayavailthemselvesofspecialITServiceDesigns:
HA
FaultTolerance
ContinuousOperation
ContinuousAvailability
5.4. Proactive&Reactivestrategies
5.5. AMIS
5.6. Componentvs.ServiceAvailability
6. CapacityMgmt
6.1. Definitionofcapacity
6.2. Subprocesses(3)2
6.3. CMIS
7. InformationSecurityMgmt
7.1. ResponsibleforCIA(def)
7.2. ISMS
7.3. 5keyelementstoISMS3
8. ITServiceContinuityMgmt
Part3
8.1. Goal
8.2. 2conceptstobeimplemented4
8.3. BCM
1
Availability,reliability,maintainability,capacity,serviceability
Biz,Service,component
3
Controlplanimplementevaluatecsi
4
BIA&IdentificationofVBFs
2
Part2
9. SupplierMgmt
9.1. Purpose
9.2. Suppliervs.ServiceProvider
9.3. UCs
9.4. SCD
WhatsthedifferencebetweenCapacityMgmt&AvailabilityMgmt?
ThecapacitymgmtprocessisresponsibleforensuringthatthecapacityofITservices
andtheITinfrastructureisabletodeliveragreedSLTargetsinacosteffectiveand
timelymanner.
TheavailabilitymgmtprocessisresponsibleforensuringthatthePeopleprocesstechy
areappropriate[givenSLAs].
SERVICEDESIGNPROCESSP1
ServiceDesign
10. Outline
10.1. Mainpurpose
11. ServiceCatalogueMgmt
11.1. 3Objectives
11.2. 2criticalaspects
11.3. SLvs.SCManager
12. SLMProcess
Term/Theory
SD
SCM
Definition
Mainpurposeisdesignofnew/changedserv
Servcataloguemgmtprocesscreates/managesaccurateSC.Focuses
onprovidinginformationonallservs.
ObjectivesofSCM
- Create/mgeSC
- Ensureinformationuptodate/interdependencies
- Includesbothnew/existing
- Supportsales/delivery
Twoaspectscritical
BizServ.CatalogcustomerviewofSC;detailsallservs
TechnicalservcatalogdetailsofallITserv,CIs,components,etc.
requiredfordelivery.FacilitatesSLA,OLA,CIcomponents,
underpinningcontracts,etc.
SLMgr
AssistwithproductionofaccurateSP,SC,Appportfolio
SCMgr
Producing/maintainingSC,ensureaccurateSC,informationconsistent
withSP
NegotiatesSLAsandensurestheyremet
SLMObjectives
SLMProcess
SLreqs
Underpinning
contracts
OLA
SLA
SLM
Impacts2otherstages(trans/ops)
RequirementsforacustomerfacingaspectofanITservice
BasedonbizobjandusedtonegotiatedagreedSLtargetsfrom
customerperspective
Includes:
Availability
Reliability(timeentreinc)
MaintainabilityMTTR
Serviceabilityabilityof3rdpartytomeettermsofcontract
capacity
Contractentresuppliers/externalpartners
Contractbetweeninternalunits
Basisformanagingrshipentreserviceproviderandcustomer.
Defineskeytargets/responsibilitiesforbothparties
Matchbizneeds/expectationstoITservices.
OLA/UCssupportSLA
EnsuresallITSMprocesses,OLAs,andUCsareappropriategivenSL
targets.
RepresentsITtobiz.ProvidesPOCtobizmanagers/customerstoIT.
Responsibleforagreeing/documentingsltargets/respforevery
activityinIT.
SLMmusthavecloseinterfacewithSPM
Planningcoordinatingdraftingagreeingmonitoringreportingon
targetsinSLA
SLAprocess
activities
SLMmetrics
Developedfromserv,customer,andbizperspective
Include:
Percentageoftargetsmet
Number/severityofservbreaches
Challenges:
Engagingbiz
Differingrequirements
Gettingslassigned
Assuringslasdisseminated
1. SCM
a. Objectives
b. Criticalaspects
i. BizServcatalog
ii. Technicalserv.Catalog
2. SLM
a. SLA
i. UC
ii. OLA
iii. SLReq.
SERVICEDESIGNPROCESSP2
1. AvailabilityMgmt
2. CapacityMgmt
3. InformationSecurityMgmt
Objectivesoflesson:
Knowconcepts,roles,responsibilitiesofavail,cap,andinformationsecuritymgmt.
Term/Theory
Definition
ResponsibleforensuringallITinfrastructureprocesses,tools,andstaff
rolesareappropriategivenSLavailtargets
Obj:manageavailofservicesandresources.Moreobj:
Availability
Mgmt
VBFfunctionscriticaltobizprocess;mayrequirespecialitserv
designs.Mayavailthemselvesoffollowingstrategies:
- HAminimizeseffectofITcomponentfailure
- Faulttoleranceabilityofitservciorcomponenttooperate
correctlywhenotherrelatedpartsfail
- Continuousoperationapproachtoeliminateplanneddowntime
- Csavailapproachtoachieve100%avail
2keyelements:
Proactiveactivitiesplanning,design,improvementofavail|cost
justifiableandmeetsneedsofbiz
Reactiveactivitiesmonitoring,measuring,analysis,andreportingfor
servandcompavail;keyoutputforavailismeasurement/reporting
CreatedinAMIS(availabilityMgmtInfoSystem)
Dontneedtoknowactivitieswithindiagram
Compavailallaspectsofassessingaval
Servavailallaspectsofassessingimpact/potentialimpactofcompo
avail/unavail
Availplans/designsgiventoSLMprocess;providedforinOLAs/UCsin
Servoperation
ExamrecapAvailability:
CapacityMgmt
Term/Theory
CapacityMgmt
Definition
CapacitymaxthroughputaCI/servcandeliverwhilemeetingSL
targets
Responsibleforcapacityofitserv/infracandeliversltargetseff/eff
Objectives:
Reactiveactivitiesof~
Monitoring,measuringanalysis,reporting
Proactiveactivitiesof~
Trending,modeling,tuning,optimizing
Createsplans/designsvia3subprocesses:
- Bizcapmgmtfocusedonbizrequirements
- Servcapmgmtfocusedondeliveryofexistingserv(capacityvssla
&slrtargets);proactive/reactivestrategies
- Componentcapmgmtalcompoenentsusedtomeetservreqs
CMISguess
Examrecapcapmgmt:
InfoSecurityMgmtProcess
Objectives:
Term/Theory
Definition
Focusesonmgmtofsecurityrisks
Ensured(CIA)confidentiality,integrity,availofassets,info,dataandIT
services
ISMSppl,process,products,techy
5keyelementstoISMS(followdemingcycle)
~
- Controlest.orgstructureandprovidecontroldocs
- PlandevelopISpolicyandintegrateintosla/ola/uc
- Implementensureprocedures,tools,andcontrolsareinplaceto
supportISpolicy
- Evaluationconductaudits(int/ext),analyzeincidents
- Maintaincsi
ExamrecapISmgmt
SERVICEDESIGNPROCESSP3
ITServ.ContinuityMgmtProcess
Term/Theory
Definition
Focusesondisasters
Goalsupportoverallbizcont.mgmt.processbyensuringrequired
facilitiescanberesumedwithinagreedscales
IdentifiesITservicesdeemedcriticaltosurvivalofbiz
Ensuresresumptiongivenrequiredtimescales(computersystems,
dbs,telecom,environment,techsupport,sd,apps,nw)
Twoconceptstobeimplemented:
BIAseekstoidcompanyscriticalbizservicesbyanalyzingoutages
andseverity;identifiesrecoveryrequirements
VBFfnscriticaltosuccessofbizproceses;BIAidsVBFs,indlucing
people,processes,andITservs;importanttoITSCM,Avail,BCM)
ITSCMCyclicprocesstoensuretheycontinuallyalignwithBCPand
priorities
BCMtoimplementITSCMyouneedtoidentifykeyBizprocesses
InitiationrelationshipentreITSCMandBCM
Examrecap:ITSCM
SupplierMgmtProcess
Term/Theory
Definition
Buildsavaluenwandmanagescontracts
Objectives:
Managesoverallnwandvaluechain;workingtowardintegrating
contracts/policieswithourown.
Ensuressuppliersmeettermsconditionsandtermsofcontracts.
ServiceProvider(elpwithemail)suppliesITservstocustomers;
v.Supplier(giveyoubox)suppliesg/srequiredtodeliveryITservs
(telcos,consultants,etc.);writtenasUCs
Supplier&ContractDB(SCD)completesetofreferenceinfofor
suppliermgmtprocedures/activities
Youestablishnewsuppliersintransition
Youreviewperfandrenew/terminatecontractsinoperation
ExamrecapSupplierMgmt
5elementsofdesign,4ps,outsourcingoptionsallgotogetherintoSDP
Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails
Module3:
ServiceOperationFunctions
1. Functions
a. ServiceDesk
i. Outline:
1. Whatroleitplays
2. Focus
3. Primaryobjective
ii. OrganizationalStructure(3)
iii. 4Types(dependson4
things)1
iv. Outsourcingconsiderations
(4)
v. Metrics(2categories)
vi. 4Roles
vii. Terms:
1. Callcentre
2. SPOC
3. ServiceRequest
4. Helpdesk
5. Resolution
6. ServiceDesk
7. Recovery
b. TechnicalManagement
i. Outline:
1. Responsiblefor2
2. Balances(2)
ii. 3roles
c. ApplicationManagement
i. Outline
1. Responsiblefor
2. Objectives(2)
d. ITOperations
i. Outline
1. Responsiblefor
2. Balances(2)
3. 4Roles
ii. Terms:
1. ConsoleMgmt/Ops
Bridge
2. Techservice
3. NOC
2. Processes
1. EventManagement
a. Outline
i. Objective
ii. Manages
b. Eventsvs.Alerts
c. Monitoring
d. 2significantaspectsofdefinition
&generation
i. Generate
ii. 3typesofevents
e. RolescoordinatingEvtMgmt
procedures
2. IncidentManagement
a. Outline:
i. Definitionofanincident3
ii. Primaryobjective
b. Incidentsvs.ServiceRequest4
c. IncidentLifecycle
i. Identification,log,
categorization,
prioritization(based
on[2]),initialdiagnosis,
escalation(2types),
investigationand
diagnosis,resolution&
recovery,closure
d. 2challengesofIncidentMgmt
e. 3LevelsofSupport
f. IncidentManager
3. RequestFulfillment
a. ServiceRequestdefinition
b. Promotes
c. Wheredetected
4. AccessManagement
a. Protects
b. Executedby(2)functions
3
Staffingtrainingretentiontechnology
2
Rightpeople,rightskills,rightplaces,righttimes
Anyeventwhichdisruptsorcoulddisruptservice
Unplanned,deviationfromactually,potentiallyaffecting
SLA,couldoractuallydisruptsservice
c. Terms
i. RightsMgmt
ii. Rights
iii. Access5
iv. ID
v. Confidentiality
vi. Integrity
vii. Availability
5. ProblemManagement
a. Outline
i. Definitionofaproblem
ii. Primaryobjective
b. 2majorprocesses
c. Workaround
d. Knownerrorrecord+where
entered+handledby
e. Terms
i. Problem
ii. RCA
iii. Rootcause
iv. Workaround
v. KE6
5
6
Level&extentofitservicefunctionalityauserhas
Aproblemwithadocumentedrcandworkaround
ServiceOperationFunctions
1. ServiceOperation
1.1. Outlines
Valueofitisultimatelymeasuredhere;itswherethingsareexecuted,delivered,assessed
AimedatprovidingstableITinfrastructure;useprocesstoleveragecapability
Functions
ServiceDesk:
1.1...1. Outlines:
1.1...1.1. SPOCforusers
1.1...1.2. SDisfocusedonenduserexperience,businessandqualityofservice
1.1...1.3. Primaryobjective:facilitaterestorationofdisruptedservicebyrestoringnormal
service
1.1...2. FCR
1.1...3. Organizationalstructure
1.1...3.1. LocalSD
1.1...3.2. Followthesunservice
1.1...3.3. SpecializedSDgroups
1.1...3.4. EndresultisthatvirtualSDistransparent,isSPOC,access24x7
1.1...4. Perthestaffinglevels,training,retentionandtechnologyavailable,youllhaveoneof
thefollowingSDtypes:
1.1...4.1. CallCenterrecordscalls,nosolution,routedtodepts
1.1...4.2. Unskilledrecorded,someresolved,easyonesresolvedwithSOPs;dispatch
function
1.1...4.3. SkilledSDrecorded,mostincidentsresolved;new/complexescalated
1.1...4.4. ExpertSDresolvemostindependently
1.1...5. SDoutsourcingconsiderations:
1.1...5.1. tools/processes
1.1...5.2. slatargets
1.1...5.3. ownershipofdata
1.1...5.4. accesstoinformation
1.1...6. Metrics:
1.1...6.1. Workloadanalysisanalysisofrecordedcalls/requeststosupportstaffing&skill
typedecisions.IncludeFCR,costofhandlinganincidentperminute,etc.
1.1...6.2. Customersathowarewedoing,customer?
1.1...7. Roles:
1.1...7.1. SDMmanagedoveralldeskactivities,includingsupervisors
1.1...7.2. SDsupervisorensuredeskisstaffed/managedduringoperationalhours
1.1...7.3. SDAprovidesl1support
1.1...7.4. Superusersliaisonpointswithitingeneral
Examrecap:
Terms:
1.1...1. Incident
1.1...2. Callcenterhandleslargevolumesofincoming/outgoingcalls
1.1...3. SPOC
1.1...4. Servicerequest
1.1...5. HelpdeskPOCforuserstologincidents
1.1...6. Resolutionactiontakentorepairtherootcauseofanincidentorimplementa
workaround
1.1...7. Enduser
1.1...8. SDspocbetweenserviceproviderandusers
1.1...9. RecoverreturningaCI/ITservicestoworkingstate
1.1...10.Customer
BothtechmgmtandappmgmtcanoverlapintoITopsmgmt
TechnicalMgmt:
1.1...1. outline
1.1...1.1. responsibletoensurerightpplwithrightskillsinrightplacesatrighttimes
1.1...1.2. balancesskilllevels/costsforfollowingroles:
1.1...1.2.1. ITInfrastructuretechknowledgecustodianidentify,develop,refine
technicalknowledge
1.1...1.2.2. TechnologyHRcustodiantrain/deployppl
1.1...1.3. definesrolesandsupportgroups,includingtoolsprocesses,andprocedures
1.1...1.4. 3groupsthathelptokeepTMoperational
1.1...1.4.1. TechMg/TLmanagedtechanalysts/archs
1.1...1.4.2. TechnicalAnalysts/Archsallmemberswhoperformtechtasksrelatedto
design,testing,andimprovement
1.1...1.4.3. TechOperatortechnicalstafffordaytoday
ApplicationMgmt:
1.1...1. Outline:
1.1...1.1. responsibletoensurethatITservicesaredeliveredandsupportedperSLA
1.1...1.2. objectives:
1.1...1.2.1. Identifyingfunctionalrequirements
1.1...1.2.2. assistingdesign/deployment
1.1...1.2.3. balancesskilllevelandcostoffollowingroles:
1.1...1.2.3.1. Applicationtechnicalknowledgecustodianiddeveloprefinetech
knowledge
1.1...1.2.3.2. ApplicationHRcustodianworkswithtechmgmttodeployppl
ITOperations:
1.1...1. outline:
1.1...1.1. responsibletoensureITservicesaredeliveredandsupportedperSLAs
1.1...1.2. balancesstability/consistencybymaintainingstatusquo:adaptingtobiz
requirements
1.1...1.3. Roles
1.1...1.3.1. ITopsmgroveralloperationalresponsibilities,includingopscontrol&
facilitiesmgmt
1.1...1.3.2. ShiftLeaderdaytodayshiftmgmt
1.1...1.3.3. ITOpsAnalystseniorstaff
1.1...1.3.4. ITOperatorsdaytodayoperationalactivities
Examrecap:
Technicalsupportsynonymfortechmgmt
SupportGrouppplwithtechskills
ConsoleMgmt/OpsBridgephysicallocationthatconsolidatesallcriticalobservationalpoints
withinITsotheycanbemonitored/managedfromacentralizedlocation
TechserviceanitservicenotuseddirectlybythebizbutrequiredbytheITserviceprovider
Application
NOCconsolidatesallcriticalobservationalpointsinITinfrarelatingtothenetwork
ITinfrastructure
AppLifecycle
SOP
1.2. techmgmtnotresponsibleforOLAs
SERVICEOPERATIONPROCESSES
EvtMgmt
Objectives:
1. EventMgmt
1.1. outline:
focusedongenerating,detecting,anddeterminationofmeaningfulnotificationsaboutstatusof
ITinfrastructureandITservsinordertoinitiateappropriateeventcontrolactions
manageseventsandescalatingintoInc,Problem,orChangeMgmt
1.2. Eventvsalert
EvtchangeofstateinCIorITservwhichhassignificanceformgmtthereof;notallarerequired
tobemanaged
Alertnotificationthatevthasoccurred,warningthatathresholdhasbeenreached,something
haschanged,orfailurehasoccurred;requiresaspecificactiontobetaken
1.3. Monitoringtracksconditionstoprovideinformationandpromoteunderstanding(i.e.checkstatusof
devicetomakesureitsoperatingperlimits,eventifnotgeneratingevts);anevtmustbedetected
andreceivedbeforeitsanevent
1.4. twosignificantaspectsofhowtheyshouldbedefinedgeneratedandcaptured
mustgenerateanevtnotificationmessage
classifiedbytype
Normaloperation(noevt);workcompleted,messagerecd
Unusualoperation(noevt,requiresmonitoring)getsclosetoexception
Exceptionoperation(evtoccurrence;controlactionsrequired)
1.5. rolescoordinatingEvtMgmtprocedures
SD;initialresponseandcommunicationtoappmgmtteam
Tech&AppMgmtrolesroutineevtmgmt,dealwithincidentsandproblemsrelatedtoevts
ITopsmgmtroles
Examrecap:
IncidentMgmt
1. IncidentMgmt
1.1. Outline:
processfordealingwithallincidents(failures,questions,query)
anyeventwhichdisruptsorcoulddisruptservice;couldbefrommonitoringorendusercall
Primaryobjective:restoreitservtousersasap
otherobjectives:
detect/resolveincidents,
alignrealtimeitactivitytobizpriorities,
idpotentialimprovements,
1.2. Incvs.Serrequests
Bothincidents/servrequestsarereportedtoSD
(servrequestplanned,repeatable
incunplanned,deviationfromnormal,reductioninqualityofagreedserviced,couldleadto
disruptionorreduction
Incidentmodelsprovidedguidancetodealwithincidents
1.3. Majorincidentsaretreateddifferently
shortertimescale
separateprocedures
shouldinclude:
stepstotake
chronologicalorder
whoshoulddowhat
timescale
escalationprocedures
evidencepreservationactivities
1.4. Steps:
IncidentIDreported
~loggingticketopened;documentationof~
Categorizationhw,sw,infra
Prioritizationfacilitateactivitiesaccordingtosla/ola/UC;prioritygivenbasedonUrgency
(timeframewhichusersrequiredresolution)&impact
Initialdiagnosisl1support,resolvingincidentsbasedonknowledge/experience/kbs/diagnostic
scripts;analysismayresolveoninitialdiagnosisandthenclose(FCR)
Escalationguidedbysla,willfollowmajorincidentprocedure
functionalescalationtotechteams
hierarchicalescalationtoSDSandIncprocessmgr
Investigation&Diagnosisl3supportteamsdotheirthing
Resolution&recovery
Incidentclosure;staysopenuntilrelatedproblemmgmtactivitiesarecompletedifamajor
incident
1.5. Challengesfor~
Abilitytodetectincidentsasap
Convincingstafftologallincidents
Encouraginguseofselfhelp
1.6. IncidentManager
Authoritytomanageincidentsthroughl1l2l3
1.7. Levelsofsupport
1st
2nd
3rd
Examrecap:
RequestFulfillmentProcess
1. RequestFulfillmentProcess
1.1. Outline:
Servicerequestsarefrequentlyrecurring
Allowforeff/consistentservicefulfillment
i.e.howdoIadditems?
Ifcannothelp,getsescalatedtoservicedesk,externalvendors
1.2. RequestsaredetectedinIncMgmtandtransferredtoRequestfulfillment
Examrecap:
AccessMgmt
2. AccessMgmt
2.1. Outline:
AllowstomakeusedofITserv,data,assets
Helpsprotectconfide,integrity,availtoonlyauthorizedusers
Objectives:
ExecutepoliciesandactionsdefinedinInfoSecurity&AvailMgmt
protectconfide,integrity,availtoonlyauthorizedusers
enablesuserstoaccessservswithinSC
Accesslevel/extentofservsfunctionalityanddataandendusercanaccess
IDinformationdistinguishingenduser
Rightsactualsettingsanenduserhas
Policiesprimaryguidelinesin~
Infomgmtplaysvitalroleinidentifyingunauthorizedaccess
Executedbytech/appmgmtfunctions
PWreset
Nospecificroles
Terms:
Rights/IDmgmtakaaccessmgmt
Rightsentitlements
Accesslevelandextentofaservsfunctionalityordataausercanuse
IDinformationaboutuserswhichdistinguisheachother
ServiceGroup
Confidentialitydatashouldonlybeaccessedbyauthorizedppl
Integrityitemsareonlymodifiedbyauthorizedactivitiesandppl
Availability
ISpolicy
Examrecap:
ProblemMgmt
1. ProblemMgmt
1.1. Outline
Unknowncauseofoneormoreincidents
Manageslifecycleofallproblems
Diagnoserootcause,determineresolution,movethroughchange&release
Primaryobj:topreventprobsandresultingincidents,minimizeimpactofincidents
1.2. 2majorprocesses
Reactivewhereincmgrrequiresmoreresourcesandtechniquestoresolve;investigateallmajor
inc
ProactiveexecutedaspartofCSI;triestopreventfutureproblems;focusesonidngpreventing
problemsviadatafromincident/problemdata
1.3. Inc/Probwillusesimilartools,impact,categorizationandprioritycodingsystems
1.4. Workaroundtemporaryfixorimplementionofalternatetechniquetoavoid
1.5. knownerrorrecordallowsquickerdiagnosisandresolutionwhensimilarincidentsoccur;followRCA
activity
enteredintoKEDBandformslargerSKMS
1.6. problemmodelsusedtohandleknownerrors
1.7. Terms:
Problemcauseofoneormoreincidents
RCAsovlingproblemsinastructured/organizedmanner
RootcauseunderlyingororiginalcauseofI/P
Workaround
KEproblemwithdocumentedrcandaworkaround
StatusrequiredfieldshowingstageassociatedwithCI,inc,prob,orotherrecordtypes
Examrecap:
Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails
Module3:
ContinualServiceImprovement
1. Outline
2. 7steps
a. Whatshouldwemeasure
b. Whatcanwe
c. Collectdata
d. process
e. Analyze
f. Present&Use
g. Implement
3. Keyelementsof7stepprocess
a. CSF
b. KPI
c. Metrics
d. Measurements
4. Roles
a. ServiceManagement
b. CSImanager
Objectives:
1. CSI
1.1. Outline
Integratewithallprocesses
1.2. 7steps
Definewhatyoushouldmeasure
Definewhatyoucanmeasure
Gatherdata
Processdata
Analyzedata
Presentanduseinformation
Implementcorrectiveaction
1.3. Keyelementsof7stepprocess
CSF
KPI
Metrics
Measurements
Varyonqualitativeandquantitative
1.4. Roles
ServMfulllifecyclemgmtofservices
CSIMdevelopingCSIdomainwhereCSIconcepts/activitiesarepracticed
Otherroles:
Jim
Pam
Janitor
Examrecap:
Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails