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1 itil.org Service Management Essentials ITIL V3 Study Guide v1.0.0 Shmeisani: Al-Hussary Street Anshasi Sq P.O. Box Amman Jordan Telephone: Fax: Khalda: P.O. Box 1502 Amman Jordan Fax:

2 Table of Contents 1. SERVICE MANAGEMENT AND ITIL INTRODUCTION SERVICES SERVICE MANAGEMENT ITIL Advantages of using ITIL GOOD PRACTICE IN SERVICE MANAGEMENT ITIL PUBLICATIONS THE SERVICE LIFECYCLE, PROCESSES, FUNCTIONS & ROLES SERVICE STRATEGY SERVICE PORTFOLIO MANAGEMENT DEMAND MANAGEMENT FINANCIAL MANAGEMENT SERVICE DESIGN SERVICE CATALOGUE MANAGEMENT SERVICE LEVEL MANAGEMENT SUPPLIER MANAGEMENT INFORMATION SECURITY MANAGEMENT AVAILABILITY MANAGEMENT CAPACITY MANAGEMENT IT SERVICE CONTINUITY MANAGEMENT (ITSCM) SERVICE TRANSITION SERVICE ASSET AND CONFIGURATION MANAGEMENT CHANGE MANAGEMENT RELEASE AND DEPLOYMENT MANAGEMENT SERVICE VALIDATION & TESTING KNOWLEDGE MANAGEMENT EVALUATION SERVICE OPERATION EVENT MANAGEMENT REQUEST FULFILMENT INCIDENT MANAGEMENT PROBLEM MANAGEMENT ACCESS MANAGEMENT SERVICE DESK TECHNICAL MANAGEMENT APPLICATION MANAGEMENT IT OPERATIONS MANAGEMENT CONTINUAL SERVICE IMPROVEMENT CSI IMPROVEMENT MODEL THE 7 STEP IMPROVEMENT PROCESS SERVICE REPORTING SERVICE MANAGEMENT TECHNOLOGY & ARCHITECTURE...54

3 1. Service Management and ITIL Introduction 1.1 Services Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An Example of Service, Application-Hosting: Application-hosting services provide value to the business when business function services and processes continue to operate without the need to invest capital in a non-core business capability. Value is created when the provider maintains for the business an application software platform system and assures that employees and business systems can work continuously in a manner convenient, secure and reliable, for a specified portfolio of services. 1 The outcomes that customers want to achieve are the reason why they buy or use the service. 2 The value of the service to the customer is directly dependent on how well it facilitates these outcomes. 3 Customers will utilise this service without the ownership of specific costs such as the cost of a Server, network components and other resources that support and facilitate this service. 4 The risk of service downtime and other potential risks should not also be owned by the customers 1.2 Service Management Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. It is also a set of Functions and Processes for managing services over their lifecycle. These specialised organisational capabilities include all of the processes, methods, functions, roles and activities that a Service Provider uses to enable them to deliver services to their customers...

4 Release and Deployment Management The Goal of Release & Deployment Management is to deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to handover to service operations. Licensing administration, virus control, version management and the ability to cope with high frequency of software and hardware releases across the organisation without sacrificing IT service quality are all required. Good resource planning and management are essential to package and distribute software and hardware releases successfully to the customer. Release Management support this requirement in an efficient and economic manner A release is used to describe a collection of authorised changes to an IT service. A release may consist of any combination of hardware, software, firmware and document items, needed to implement the changes. Release & Deployment Management Process Activities Release & Deployment Management undertakes the planning, design, build, configuration and testing of hardware and software to create a set of release components for production environment. The following are main activities of the process 1. Planning the Release 2. Prepare for build, testing and deployment 3. Build and test 4. Service Testing and Pilot test (restricted deployment) 5. Plan and prepare for deployment 6. Perform Transfer, deployment and retirement 7. Verify deployment 8. Early life support 9. Review and close a deployment Release Management ensures, that the appropriate software versions are released, authorised and well controlled. For this purpose, Release Management uses a Definitive Media Library. Release Management also uses the Secure Store which contains items of hardware (CIs) that are maintained in a secure environment ready for a release. (Refer to the Service Asset and Configuration Management chapter for more detail) Release Unit A Release Unit describes the portion of a service or IT infrastructure that is normally released together according to the organisation s release policy. The unit may vary, depending on the type(s) or item(s) of service asset or service component such as software and hardware The general aim is to decide the most appropriate release unit level for each service asset or component. An organisation may, Example, An organisation can decide that the release unit for business critical applications is the complete application in order to ensure that testing is comprehensive. The same organisation may decide that a more appropriate release unit for a website is at the page level.

5 Releases should be uniquely identified according to a scheme defined in the release policy. The release identification should include a reference to the CIs that it represents and a version number based on the type of release. Examples: Major Release Containing large areas of new functionality. Some of which may make intervening fixes to problems redundant. A major upgrade or release usually supersedes all preceding minor releases and emergency fixes. Example Payroll_System v1, v2, v3 etc Minor Release Containing small enhancements and fixes, some of which may have already been issued as emergency fixes. A minor upgrade or release usually supersedes all preceding emergency fixes. Example Payroll_System v1.1, v1.2 v1.3 etc Emergency Fix Containing the corrections to a small number of known errors Example Payroll_System v1.1.1 v1.1.2 v1.1.3 etc Release Package may be a single release unit or a structured set of release units Rollout Options There are several options of conducting the rollout as described below: 1. Big Bang vs Phased Approach 2. Push vs Pull Approach 3. Automation vs Manual Approach Roles and Responsibilities Release & Deployment Manager: is responsible for the planning, design, build, configuration and testing of all software and hardware to create the release package for the delivery of, or changes to, the designated service. Release Packaging & Build Manager Establishes the final release configuration and delivery

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