Commonwealth of Massachusetts IT Consolidation Phase 2. ITIL Process Flows

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Commonwealth of Massachusetts IT Consolidation Phase 2. ITIL Process Flows"

Transcription

1 Commonwealth of Massachusetts IT Consolidation Phase 2 ITIL Process Flows August 25, 2009

2 SERVICE DESK STRUCTURE Service Desk: A Service Desk is a functional unit made up of a dedicated number of staff responsible for dealing with a variety of service events, often made via telephone calls, web interface, or automatically reported infrastructure events. Implications and Key Decisions Location Services HR Finance Other Tier 1 Core Helpdesk Team Tier 2 Agency A Agency B Agency C N Regional Team Tier 3 Vendor 1 N

3 INCIDENT MANAGEMENT : An unplanned interruption to an IT service or reduction in the quality of an IT service. : The process for dealing with all incidents;this can include failures, questions or queries reported by the users, by technical staff, or by event monitoring tools. Customer From Event Mgmt From Web Interface From User Phone Call From Technical Staff Tier 1 Identification Logging Categorization Service? Prioritization Major? Initial Investigation and and Recovery Resolved? Closure / Service Fulfillment Major Procedure Knowledge Mgmt./ Known Error DB / Service End Tier 2 Level 2 Initial Investigation and / Service and Recovery Resolved? Tier 3 Level 3 Initial Hierarchic Investigation and and Recovery Resolved? / Service Multi level Categoriza tion Prioritization Investigation and and Recovery Closure Sample Fields Unique reference number categorization urgency impact prioritization Date/time recorded Name/ID of the person and/or group recording the incident Method of notification (telephone, automatic, e mail, etc.) Name/department/phone/location of user Call back method (telephone, mail, etc.) status (active, waiting, etc.) Related s Support group/person to which the incident is assigned Related problem/known Error Activities undertaken to resolve the incident date and time Closure category Closure date and time Sample Development Process and Categories 1. Develop top level categories (including an other ) category. Set up the relevant logging tools to use these categories for a trial period. 2. After a trial period, perform an analysis of the incidents logged during the trial period and identify gaps. 3. Perform a breakdown analysis of the incidents within each higher level category to develop the lower level categories. 4. Review and repeat periodically Software Application Administration Time & Attendance Sample Prioritization Coding Clear guidance should be provided for all support staff to enable them to determine the correct urgency and impact levels, so the correct priority is assigned. Such guidance should be produced during service level negotiations. Urgency Impact High Medium Low High Medium Low Priority Description Target Code Res. Time 1 Critical 1 hour 2 High 8 hours 3 Medium 24 hours 4 Low 48 hours 5 Planning Planned Sample Procedure Establishing exactly what has gone wrong or being sought by the user Understanding the chronological order of events Confirming the full impact of the incident, including the number and range of users affected Identifying any events that could have triggered the incident (e.g. a recent change, some user action?) Knowledge searches looking for previous occurrences by searching previous / s and/or Known Error Databases or manufacturers /suppliers E rorlogsor Knowledge Databases. Sample Procedure Asking the user to undertake directed activities on their own desk top or remote equipment The Service Desk implementing the resolution either centrally (say, rebooting a server) or remotely using softwaretotakecontroloftheuser s desktop to diagnose and implement a resolution Specialist support groups being asked to implement specific recovery actions (e.g. Network Support reconfiguring a router) A third party supplier or maintainer being asked to resolve the fault. Sample Closure Procedure Closure categorization. Check and confirm that the initial incident categorization was correct and update as necessary. User satisfaction survey. Carry out a user satisfaction call back or e mail survey for an agreed percentage of incidents. documentation. Chase any outstanding details and ensure that the is fully documented. Ongoing or recurring problem? Determine whether it is likely that the incident could recur and decide whether any preventive action is necessary (if so, open a ). Formal closure. Formally close the. te: Content included in this document is a combination of ITIL v3 Standards, leading practices from Deloitte subject matter experts and industry research

4 REQUEST FULFILLMENT : A generic description for many varying types of IT demands that are small changes low risk, frequently occurring, low cost, etc. Fulfillment: The process for dealing with all requests using pre defined approval and qualification processes. te: many organizations use their incident management process to fulfill requests. Service Desk Service Catelogue Proactive Asset and Input Tier 1 Identify and Log /Service Categorization Standard? Prioritization Financial Approval? Planning Referral? Fulfill /Service Completed? Closure End Tier 2 2 Level Planning Referral? Fulfilled /Service Completed? Tier 3 2 Level Planning fulfilled Completed? /Service Sample Fields What service is being requested Who requested and authorized the service Which process will be used to fulfill the request To whom it was assigned to and what action was taken The date and time when the request was logged as well as the date and time of all actions taken Closure details. te: Content included in this document is a combination of ITIL v3 Standards, leading practices from Deloitte subject matter experts and industry research

5 CHANGE MANAGEMENT : The addition, modification, or removal of authorized, planned or supported service or service component and its associated documentation. : The process for responding to changing business and IT requirements while minimizing risk and reducing incidents, disruption and re work. or Service Portfolios Service Project Operational n Standard Initiator Create RFC the RFC Design and Plan Plan Updates Develop Remediation Plan Implement Review Results Manager Review the RFC Standard? Assess & Evaluate the Authorize the Proposal Coordinate Implementation Review Results Close End Authority Authorize the Approved? Review Completed s Evaluation Report RFC Standard Asses & Evaluate Authorization Review and Close Sample for (RFC) Fields Unique reference number Impact assessment and evaluation Trigger (e.g. business need, resources, capacity, cost, benefits purchase order, etc.) Governance impact (continuity Description management) Identity of items to be changed decision body Reason for change (business case) Decision and recommendations Effect of not implementing the accompanying the decision change (business, technical, financial) Authorization signature items and baseline Authorization date and time versions to be changes Target baseline or release to Primary contact information of person incorporate change into proposing change Scheduled implementation time Date and time of proposed change Location/reference to release/ category (minor, major, etc.) implementation plan Predicted timeframe, resources, Details of change implementer costs and quality of service implementation details priority Actual implementation date and time Risk assessment and risk Review dates management plan Review results Back out or remediation plan Closure Sample Standard Considerations A standard change is a change to a service or infrastructure that is preauthorized by with an established procedure. Elements of a standard change: There is a defined trigger to initiate the RFC The tasks are well known, documented and proven Authority is effectively given in advance Budgetary approval will typically be preordained or within the control of the change requester The risk is usually low and always well understood. Sample Considerations Seven Rs of change management: Who raised the change? What is the reason for the change? What is the return required from the change? What are the risks involved in the change? What resources are required to deliver the change? Who is responsible for the build, test and implementation of the change? What is the relationship between this change and other changes? Additional Considerations: Impact on business operation Effect on infrastructure services that share the infrastructure Impact on customer service Effect of no change Impact on resources Impact on future plans Impact on current schedule Sample Authorization Model Path Level 1 Level 2 Level 3 Level 4 Authority Business Executive Board IT Board Advisory Board Local Authorization Potential Impact High cost/risk change Multiple services or orgs impacted Single service or org impacted Standard change Advisory Board Membership Membership Considerations Composition based on the changes being considered Should include business and technical representation Should involve suppliers when that would be useful Shouldreflectbothusers and customers views Is likely to include the problem manager and service level manager and customer relations staff. Sample Closure Processes The change has had the desired effect and met its objectives Users, customers and other stakeholders are content with the results, or have identified any shortcomings There are no unexpected or undesirable side effects to functionality, service levels, warranties The resources used to implement the change were as planned The release and deployment plan worked correctly The change was implemented on time and to cost If needed, the remediation plan functioned correctly te: Content included in this document is a combination of ITIL v3 Standards, leading practices from Deloitte subject matter experts and industry research

6 ASSET AND CONFIGURATION MANAGEMENT Asset and : Full lifecycle management of IT and service assets, from the point of acquisition through to disposal Input Approved New Asset Approved Asset Asset/Config. Data Audit for Report Approved Asset Disposal/ Reallocation Finance / Procurement Procure Asset Finance/ Procurement Update Financial Finance/ Procurement End Asset/Config. Manager Asset Standard? Define New Config. Codes Schedule & Plan Audit Direct Corrective Action Plan and Assign Report Analyze Report Asset/Config. Analyst Conduct Audit Report Findings Prepare Report IT Technicians Create Asset Update Asset Implement Corrective Action Retire Asset Asset Identification Control te: Asset Disposal Sample Identification Procedures Define and document criteria for selecting configuration items and the components that compose them Select the configuration items and the components that compose them based on documented criteria Assign unique identifiers to configuration items Specify the relevant attributes of each configuration item Specify when each configuration item is placed under Identify the owner responsible for each configuration item. A baseline configuration should be developed. An example of a baseline is an approved description of a service that includes internally consistent versions of requirements, requirement traceability matrices, design, specific service components and user documentation. Asset Considerations The items placed under will typically include service bundles, service packages, service components, release packages and products that are delivered to the customer, designated internal work products, acquired services, products, tools, systems and other items that are used in creating and describing the configurations required to design, transition and operate the service. Choosing the right Item (CI) level is a matter of achieving a balance between information availability, the right level of control, and the resources and effort needed to support it. CI information is valuable only if it facilitates the management of change, the control of incidents and problems, or the control of assets that can be independently moved, copied or changed. Sample Asset Attributes Unique identifier CI type Name/description Version (e.g. file, build, baseline, release) Location Supply date License details, e.g. expiry date Owner/custodian Status Supplier/source Related document masters Related software masters Historical data, e.g. audit trail Relationship type Applicable SLA. Control Considerations License control, to ensure that the correct number of people are using licenses and that there is no unlicensed use and no wastage Version control of service asset, software and hardware versions, images/builds and releases Access control, e.g. to facilities, storage areas and CMS Build control, including the use of build specification from the CMS to perform a build Promotion, migration of electronic data and information Taking a configuration baseline of assets or CIs before performing a release (into system, acceptance test and production) in a manner that can be used for subsequent checking against actual deployment Deployment control including distribution Installation Asset Disposal Considerations Security Disposal PII and HIPAA Sensitive information Legislative mandates Legal requirements Environmental Disposal Precious metal recovery Hazardous substance disposal Legal requirements External repurposing te: Content included in this document is a combination of ITIL v3 Standards, leading practices from Deloitte subject matter experts and industry research

7 PROBLEM MANAGEMENT : The unknown cause of one or more incidents. : The process of preventing problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented. Input Service Desk Event Proactive Supplier or Contractor Analyst Detection Major Procedure Logging / Service Categorization Prioritization Initial Known or Known Error / Service Closure Major? Major Review End Investigation and Workaround? Create Known Error Tier 2 Known Error Database / Service Investigation and Tier 3 / Service Detection Prioritization Investigation and Sample Detection Procedures Suspicion or detection of an unknown cause of one or more incidents by the Service Desk Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist. A notification from a supplier or contractor that a problem exists. Analysis the trend of incidents as part of proactive. Sample Fields Cross reference the related incident logs to capture details such as: User details Service details Equipment details Date/time initially logged Priority and categorization details description Details of all diagnostic or attempted recovery actions taken. Sample Prioritization Coding Priority and severity should be included in the Prioritization process. s are prioritized using the same methodology as incidents. Severity can be determined using the following criteria: Can the system be recovered, or does it need to be replaced? How much will it cost? How many people, with what skills, will be needed to fix the problem? How long will it take to fix the problem? How extensive is the problem? Urgency Impact High Medium Low High Medium Low Sample Approaches Chronological Analysis: Briefly document all events in chronological order to provide a timeline of events to help identify which events may have been triggered by others or to discount any claims that are not supported by the sequence of events. Kepner and Tregoe: Charles Kepner and Benjamin Tregoe developed a useful way of problem analysis which can be used formally to investigate deeply rooted problems. They defined the following stages: defining the problem describing the problem in terms of identity, location, time and size establishing possible causes testing the most probable cause verifying the true cause. Ishikawa Diagrams: A method of documenting causes and effects. The main goal is represented by the trunk of the diagram, and primary factors are represented as branches. Secondary factors are then added as stems, and so on. Creating the diagram stimulates discussion and often leads to increased understanding of a complex problem. Pareto Analysis: This is a technique for separating important potential causes from more trivial issues. The following steps should be taken: 1 Form a table listing the causes and their frequency as a percentage. 2 Arrange the rows in the decreasing order of importance of the causes 3 Add a cumulative percentage column to the table. 4 Create a bar chart with the causes, in order of their percentage of total. Superimpose a line chart of the cumulative percentages. 6 Draw line at 80% on the y axis parallel to the x axis. All data elements below where the line intersects with the curve are important causes Sample Develop fault elimination action plan Track progress of problem resolution against plan Document progress against plan Close problem once plan is complete te: Content included in this document is a combination of ITIL v3 Standards, leading practices from Deloitte subject matter experts and industry research

8

9 Fulfillment

10

11 Release

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0 ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key

More information

ITIL A guide to service asset and configuration management

ITIL A guide to service asset and configuration management ITIL A guide to service asset and configuration management The goal of service asset and configuration management The goals of configuration management are to: Support many of the ITIL processes by providing

More information

Infasme Support. Incident Management Process. [Version 1.0]

Infasme Support. Incident Management Process. [Version 1.0] Infasme Support Incident Management Process [Version 1.0] Table of Contents About this document... 1 Who should use this document?... 1 Summary of changes... 1 Chapter 1. Incident Process... 3 1.1. Primary

More information

Problem Management: A CA Service Management Process Map

Problem Management: A CA Service Management Process Map TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE

More information

ITIL v3 Incident Management Process

ITIL v3 Incident Management Process ITIL v3 Process...restoring normal service operation as soon as possible Content Key definitions Incident Lifecycle Purpose and Objectives Value to business Incident Priority Incident Priority and Target

More information

Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies

Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview Agenda Overview of the ITIL framework Overview of Problem Management

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 4.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 5.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

1. INCIDENT MANAGEMENT

1. INCIDENT MANAGEMENT 1. INCIDENT MANAGEMENT Topic/Question 1.1 Incident Identification Can incident records be created manually? 1.2 Unique Reference Does the tool automatically allocate a unique reference to newly created

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

ITIL v3. Service Management

ITIL v3. Service Management ITIL v3 1 as a Practice ITIL = IT Infrastructure Library Set of books giving guidance on the provision of quality IT services Common language Best practices in delivery of IT services Not standards! Platform

More information

The ITIL Foundation Examination Sample Paper A, version 5.1

The ITIL Foundation Examination Sample Paper A, version 5.1 The ITIL Foundation Examination Sample Paper A, version 51 Multiple Choice Instructions 1 All 40 questions should be attempted 2 All answers are to be marked on the answer grid provided 3 You have 60 minutes

More information

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT?

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT? ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification

More information

Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass

Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason

More information

Problem Management Fermilab Process and Procedure

Problem Management Fermilab Process and Procedure Management Fermilab Process and Procedure Prepared for: Fermi National Laboratory June 12, 2009 Page 1 of 42 GENERAL Description Purpose Applicable to Supersedes This document establishes a Management

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

ITIL Version 3.0 (V.3) Service Transition Guidelines By Braun Tacon

ITIL Version 3.0 (V.3) Service Transition Guidelines By Braun Tacon ITIL Version 3.0 (V.3) Service Transition Guidelines By Braun Tacon Executive Summary: This document is seven pages. Page one is informational/background only. What follows over the next six pages are

More information

EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam

EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Yale University Incident Management Process Guide

Yale University Incident Management Process Guide Yale University Management Process Guide Yale University Management Process 1 of 17 Introduction Purpose This document will serve as the official process of Management for Yale University. This document

More information

Information Technology Engineers Examination. Information Technology Service Manager Examination. (Level 4) Syllabus

Information Technology Engineers Examination. Information Technology Service Manager Examination. (Level 4) Syllabus Information Technology Engineers Examination Information Technology Service Manager Examination (Level 4) Syllabus Details of Knowledge and Skills Required for the Information Technology Engineers Examination

More information

A Framework for Incident and Problem Management

A Framework for Incident and Problem Management The knowledge behind the network. A Framework for Incident and Problem Management By Victor Kapella Consulting Manager International Network Services Incident and Problem Management Framework April 2003

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 4.2 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Florida Courts efiling Authority. User Forum Policy. Page 1 of 11 DRAFT

Florida Courts efiling Authority. User Forum Policy. Page 1 of 11 DRAFT Florida Courts efiling Authority User Forum Policy Page 1 of 11 DRAFT Introduction In conjunction with the Chief Justice and the Supreme Court, the Florida Courts E-Filing Authority was established in

More information

ITIL Essentials Study Guide

ITIL Essentials Study Guide ITIL Essentials Study Guide Introduction Service Support Functions: Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Delivery Functions:

More information

ITIL v3 Process Cheat Sheets

ITIL v3 Process Cheat Sheets CEB Infrastructure Leadership Council ITIL v3 Process Cheat Sheets 2014 CEB. All rights reserved. IEC8051414SYN 1 ITIL v3 Process Cheat Sheets The ITIL v3 process cheat sheets include a definition, description

More information

System Center Service Manager

System Center Service Manager System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and

More information

ITIL V3 Foundation Certification - Sample Exam 1

ITIL V3 Foundation Certification - Sample Exam 1 ITIL V3 Foundation Certification - Sample Exam 1 The new version of ITIL (Information Technology Infrastructure Library) was launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of

More information

Integrating Project Management and Service Management

Integrating Project Management and Service Management Integrating Project and Integrating Project and By Reg Lo with contributions from Michael Robinson. 1 Introduction Project has become a well recognized management discipline within IT. is also becoming

More information

Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service

Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service ITIL ITIL Foundation Summary ITIL and s Design s - Delivering value to customers in the form of goods and services - End-to-end ITIL Best Practice - Scalable and not prescriptive - Gathered from Users,

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode) HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release

More information

Introduction to ITIL: A Framework for IT Service Management

Introduction to ITIL: A Framework for IT Service Management Introduction to ITIL: A Framework for IT Service Management D O N N A J A C O B S, M B A I T S E N I O R D I R E C T O R C O M P U T E R O P E R A T I O N S I N F O R M A T I O N S Y S T E M S A N D C

More information

Fermilab Computing Division Service Level Management Process & Procedures Document

Fermilab Computing Division Service Level Management Process & Procedures Document BMC Software Consulting Services Fermilab Computing Division Process & Procedures Document Client: Fermilab Date : 07/07/2009 Version : 1.0 1. GENERAL Description Purpose Applicable to Supersedes This

More information

Incident Management Get Your Basics Right

Incident Management Get Your Basics Right Incident Management Get Your Basics Right Introduction Neil Thomas Industry experience in IT & IT support ITIL Vendor Product Management ITIL Consulting Specialised in Service Catalog & CMDB Introduction

More information

The ITIL v.3 Foundation Examination

The ITIL v.3 Foundation Examination The ITIL v.3 Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper B, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

Roles within ITIL V3. Contents

Roles within ITIL V3. Contents Roles within ITIL V3 Roles are employed in order to define responsibilities. In particular, they are used to assign Process Owners to the various ITIL V3 processes, and to illustrate responsibilities for

More information

INTERVIEW QUESTIONS. Que: Which process is responsible for ensuring that the CMDB has been updated correctly?

INTERVIEW QUESTIONS. Que: Which process is responsible for ensuring that the CMDB has been updated correctly? http://www.tutorialspoint.com/itil/interview.htm INTERVIEW QUESTIONS Copyright tutorialspoint.com Que: Which process is responsible for ensuring that the CMDB has been updated correctly? Release Management

More information

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the

More information

Service Improvement. Part 1 The Frontline. Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil

Service Improvement. Part 1 The Frontline. Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil Service Improvement Part 1 The Frontline Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil Programme Overview of Service Management The ITIL Framework Incident Management Coffee Problem Management The

More information

Overview of Service Support & Service

Overview of Service Support & Service Overview of Service Support & Service Delivery Functions ITIL Service Support / Delivery- 1 Service Delivery Functions Availability Management IT Services Continuity Management Capacity Management Financial

More information

HP Service Manager software

HP Service Manager software HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service

More information

Process Description Incident/Request. HUIT Process Description v6.docx February 12, 2013 Version 6

Process Description Incident/Request. HUIT Process Description v6.docx February 12, 2013 Version 6 Process Description Incident/Request HUIT Process Description v6.docx February 12, 2013 Version 6 Document Change Control Version # Date of Issue Author(s) Brief Description 1.0 1/21/2013 J.Worthington

More information

FLORIDA COURTS E-FILING AUTHORITY HELP DESK POLICIES & PROCEDURES

FLORIDA COURTS E-FILING AUTHORITY HELP DESK POLICIES & PROCEDURES FLORIDA COURTS E-FILING AUTHORITY HELP DESK POLICIES & PROCEDURES Introduction The Florida Courts E-Filing Authority ( Authority ) was created and established in order to: (1) design, develop, implement,

More information

ITIL Introducing service operation

ITIL Introducing service operation ITIL Introducing service operation This document is designed to answer many of the questions about IT service management and the ITIL framework, specifically the service operation lifecycle phase. It is

More information

ITSM Maturity Model. 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident management process exists

ITSM Maturity Model. 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident management process exists Incident ITSM Maturity Model 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident process exists Incident policies governing incident Incident urgency, impact and priority

More information

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline

ITIL: Foundation (Revision 1.6) Course Overview. Course Outline ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library

More information

SERV SER ICE OPERA OPERA ION

SERV SER ICE OPERA OPERA ION SERVICE OPERATION Service Operation Achieving i effectiveness and efficiency i in the delivery and support of services so as to ensure value for the customer and the service provider SOURCE: ITIL Service

More information

Incident Management: A CA IT Service Management Process Map

Incident Management: A CA IT Service Management Process Map TECHNOLOGY BRIEF: INCIDENT MANAGEMENT ITSM PROCESS MAP Incident Management: A CA IT Service Management Process Map Peter Doherty CA TECHNICAL SALES Table of Contents Executive Summary SECTION 1: CHALLENGE

More information

Service Catalog. it s Managed Plan Service Catalog

Service Catalog. it s Managed Plan Service Catalog Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is

More information

The ITIL v.3 Foundation Examination

The ITIL v.3 Foundation Examination The ITIL v.3 Foundation Examination Sample Paper A, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions. 3. All answers are to be marked on

More information

IT Service Management Practitioner: Support & Restore (based on ITIL ) (IPSR.EN)

IT Service Management Practitioner: Support & Restore (based on ITIL ) (IPSR.EN) Exam requirements IT Service Management Practitioner: Support & Restore (based on ITIL ) (IPSR.EN) Publication date 01-12-2009 Start date 01-01-2006 Summary Target group Context Prerequisites Practical

More information

Free ITIL v.3. Foundation. Exam Sample Paper 3. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass

Free ITIL v.3. Foundation. Exam Sample Paper 3. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass Free ITIL v.3. Foundation Exam Sample Paper 3 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1 A Service Level Package

More information

Closed Loop Incident Process

Closed Loop Incident Process Closed Loop Incident Process From fault detection to closure Andreas Gutzwiller Presales Consultant, Hewlett-Packard (Schweiz) HP Software and Solutions 2010 Hewlett-Packard Development Company, L.P. The

More information

Change Management: A CA Service Management Process Map. Peter Doherty

Change Management: A CA Service Management Process Map. Peter Doherty TECHNOLOGY brief: CHANGE Change : A CA Process Map Peter Doherty SENIOR PRINCIPAL CONSULTANT Table of Contents Executive Summary 1 section 1: Challenge 2 Simplifying ITIL How to Use the CA Process Maps

More information

Central Agency for Information Technology

Central Agency for Information Technology Central Agency for Information Technology Kuwait National IT Governance Framework IT Service Management How many times we felt that Business is looking to IT as Operations center not strategy enabler 1

More information

Service Support. 2005 Kasse Initiatives, LLC. ITIL Configuration Management - 1. version 2.0

Service Support. 2005 Kasse Initiatives, LLC. ITIL Configuration Management - 1. version 2.0 Service Support Configuration Management ITIL Configuration Management - 1 Goals of Configuration Management The goals of Configuration Management are to: Account for all the IT assets and configurations

More information

ITIL: Service Operation

ITIL: Service Operation ITIL: Service Operation Course Course Chapter 01 - Course Lesson: Course Organization Welcome to the Course! Mentoring Community s Why Are You Here? Using Bloom s Taxonomy What do you Expect? Housekeeping

More information

ITIL Roles Descriptions

ITIL Roles Descriptions ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test

More information

ICS Operations & Policies Manual. For State Agencies Providing and Using Consolidated Services

ICS Operations & Policies Manual. For State Agencies Providing and Using Consolidated Services 2010 ICS Operations & Policies Manual For State Agencies Providing and Using Consolidated Services This manual is intended to be an Idaho state operations process framework based on the Information Technology

More information

EXIN IT Service Management Foundation based on ISO/IEC 20000

EXIN IT Service Management Foundation based on ISO/IEC 20000 Sample Exam EXIN IT Service Management Foundation Edition October 2013 Copyright 2013 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing

More information

The purpose of Capacity and Availability Management (CAM) is to plan and monitor the effective provision of resources to support service requirements.

The purpose of Capacity and Availability Management (CAM) is to plan and monitor the effective provision of resources to support service requirements. CAPACITY AND AVAILABILITY MANAGEMENT A Project Management Process Area at Maturity Level 3 Purpose The purpose of Capacity and Availability Management (CAM) is to plan and monitor the effective provision

More information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project

More information

Service Design & Problem Management:

Service Design & Problem Management: Service Design & Problem Management: Delivered to the Greater Cleveland itsmf LIG by Third Sky, Inc. Business-Driven IT Lou Hunnebeck Introduction Certified ITIL Expert VP of IT Service Management Vision

More information

United Service Technology (Shanghai) Limited Outsource Management Methodology. Copyright 2008@ United Service Technology(SH)

United Service Technology (Shanghai) Limited Outsource Management Methodology. Copyright 2008@ United Service Technology(SH) United Service Technology (Shanghai) Limited Outsource Management Methodology IT/BPO Outsourcing---Benefits 1. More profitable use of valuable in-house IT talent 2. Reduced IT overhead 3. Reduced capital

More information

TechExcel. ITIL Process Guide. Sample Project for Incident Management, Change Management, and Problem Management. Certified

TechExcel. ITIL Process Guide. Sample Project for Incident Management, Change Management, and Problem Management. Certified TechExcel ITIL Process Guide Sample Project for Incident Management, Management, and Problem Management. Certified Incident Management Red Arrows indicate that the transition is done automatically using

More information

ITIL Foundation for IT Service Management 2011 Edition

ITIL Foundation for IT Service Management 2011 Edition ITIL Foundation for IT Service Management 2011 Edition ITIL Rev 03.12 3 days Description ITIL (IT Infrastructure Library) provides a practical, no-nonsense framework for identifying, planning, delivering

More information

Incident Management Best Practices Chris Pope. Global Service Delivery Manager Global Managed Services Column Technologies.

Incident Management Best Practices Chris Pope. Global Service Delivery Manager Global Managed Services Column Technologies. Incident Management Best Practices Chris Pope Global Service Delivery Manager Global Managed Services Column Technologies February 2009 Agenda & Objectives 1. Incident Management Overview 2. Changes in

More information

An ITIL Perspective for Storage Resource Management

An ITIL Perspective for Storage Resource Management An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage

More information

Service Catalog Management: A CA Service Management Process Map

Service Catalog Management: A CA Service Management Process Map TECHNOLOGY BRIEF: SERVICE CATALOG MANAGEMENT Catalog : A CA Process Map JULY 2009 Enrico Boverino SR PRINCIPAL CONSULTANT, TECHNICAL SALES ITIL SERVICE MANAGER ITAC CERTIFIED Table of Contents Executive

More information

White Paper Case Study: How Collaboration Platforms Support the ITIL Best Practices Standard

White Paper Case Study: How Collaboration Platforms Support the ITIL Best Practices Standard White Paper Case Study: How Collaboration Platforms Support the ITIL Best Practices Standard Abstract: This white paper outlines the ITIL industry best practices methodology and discusses the methods in

More information

HP Service Manager. Process Designer Content Pack 9.30.1. Processes and Best Practices Guide

HP Service Manager. Process Designer Content Pack 9.30.1. Processes and Best Practices Guide HP Service Manager Process Designer Content Pack 9.30.1 Processes and Best Practices Guide Document Release Date: June, 2012 Software Release Date: June, 2012 1 Legal Notices Warranty The only warranties

More information

INCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES. Process Owner: Service Desk Manager. Version: v2.0. November 2014 Page 0

INCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES. Process Owner: Service Desk Manager. Version: v2.0. November 2014 Page 0 INCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES Process Owner: Service Desk Manager Version: v2.0 November 2014 Page 0 Document Revision History Revision Description Date Approved by Number V1.0 Initial

More information

ITIL - QUICK REFERENCE GUIDE

ITIL - QUICK REFERENCE GUIDE http://www.tutorialspoint.com/itil/itil_quick_guide.htm ITIL - QUICK REFERENCE GUIDE Copyright tutorialspoint.com ITIL Overview ITIL is a framework providing best practice guidelines on all aspects of

More information

hi Information Technologies Change Management Standard

hi Information Technologies Change Management Standard hi Information Technologies Change Management Standard Classification Service Delivery Standard # SVD-002 Approval Authority Chief Information Officer Implementation Authority Director, Service Delivery

More information

ITIL v3 (Lecture III) Service Management as a Practice IT Operation

ITIL v3 (Lecture III) Service Management as a Practice IT Operation ITIL v3 (Lecture III) as a Practice IT Operation 1 Processes and Functions Application mgmt IT Operation mgmt Technical mgmt Functions Service Desk Availability mgmt Knowledge mgmt Service cont mgmt Evaluation

More information

Project Management Plan for

Project Management Plan for Project Management Plan for [Project ID] Prepared by: Date: [Name], Project Manager Approved by: Date: [Name], Project Sponsor Approved by: Date: [Name], Executive Manager Table of Contents Project Summary...

More information

ICT Service Desk Team Leader. ICT Services Design Manager. Kings Way, South Melbourne. DATE: March 2015 ORGANISATIONAL ENVIRONMENT

ICT Service Desk Team Leader. ICT Services Design Manager. Kings Way, South Melbourne. DATE: March 2015 ORGANISATIONAL ENVIRONMENT POSITION: REPORTS TO: LOCATED: ICT Service Desk Team Leader ICT Services Design Manager Kings Way, South Melbourne DATE: March 2015 ORGANISATIONAL ENVIRONMENT Melbourne City Mission is a leader and innovator

More information

Free ITIL v.3. Foundation. Exam Sample Paper 4. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass

Free ITIL v.3. Foundation. Exam Sample Paper 4. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass Free ITIL v.3. Foundation Exam Sample Paper 4 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1 A Service is not very

More information

ITIL Intermediate Capability Stream:

ITIL Intermediate Capability Stream: ITIL Intermediate Capability Stream: OPERATIONAL SUPPORT AND ANALYSIS (OSA) CERTIFICATE Sample Paper 1, version 5.1 Gradient Style, Complex Multiple Choice QUESTION BOOKLET Gradient Style Multiple Choice

More information

IT Service Management

IT Service Management RL Consulting IT Service Management Incident/Problem Management Methods and Service Desk Implementation Best Practices White Paper Prepared by: Rick Leopoldi vember 8, 2003 Copyright 2003 RL Information

More information

1 Why should monitoring and measuring be used when trying to improve services?

1 Why should monitoring and measuring be used when trying to improve services? 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

ITIL V3 Sample Questions Page 1 of 15 Sample ITIL version 3 Foundation Examination. Instructions

ITIL V3 Sample Questions Page 1 of 15 Sample ITIL version 3 Foundation Examination. Instructions Page 1 of 15 Sample ITIL version 3 Foundation Examination Instructions 40 questions should be attempted. There are no trick questions. You have 60 minutes to complete this paper. Candidates sitting the

More information

ITIL v3 Service Manager Bridge

ITIL v3 Service Manager Bridge ITIL v3 Service Manager Bridge Course Length: 5 Days Course Overview This 5 day hands on, certification training program enables ITIL Version 2 certified Service Managers to upgrade their Service Manager

More information

ITIL V3 Application Support Volume 1

ITIL V3 Application Support Volume 1 ITIL V3 Application Support Volume 1 Service Management For Application Support ITIL is a Registered Trade Mark and Community Trademark of the Office of Government and Commerce. This document may contain

More information

SOFTWARE ENDORSEMENT SCHEME

SOFTWARE ENDORSEMENT SCHEME ITIL Software Endorsement Scheme Mandatory Assessment Criteria 2011 Version SOFTWARE ENDORSEMENT SCHEME Notes: Each question is to be assessed for three topics: 1) If the ITIL content is present in the

More information

ITIL V3 Intermediate Capability Stream:

ITIL V3 Intermediate Capability Stream: ITIL V3 Intermediate Capability Stream: RELEASE CONTROL AND VALIDATION (RC&V) CERTIFICATE SCENARIO BOOKLET Scenario One A global commercial IT service provider has three service desks that support internal

More information

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant ian.preskett@ipassociatesltd.co.uk Agenda

More information

Supporting and Extending the IT Infrastructure Library (ITIL)

Supporting and Extending the IT Infrastructure Library (ITIL) Supporting and Extending the IT Infrastructure Library (ITIL) White Paper May 6, 2004 2004 Altiris Inc. All rights reserved. ABOUT SYMANTEC Copyright 2008 Symantec Corporation. All rights reserved. Symantec,

More information

Service Transition and Support: A CA Service Management Process Map

Service Transition and Support: A CA Service Management Process Map TECHNOLOGY BRIEF: SERVICE TRANSITION AND SUPPORT Service Transition and Support: A CA Service Process Map JUNE 2009 Malcolm Ryder ARCHITECT CA SERVICES Table of Contents Executive Summary 1 SECTION 1:

More information

LANDesk Service Desk. Outstanding IT Service Management Made Easy

LANDesk Service Desk. Outstanding IT Service Management Made Easy LANDesk Service Desk Outstanding IT Service Management Made Easy Deliver Outstanding IT Services to Employees, Citizens and Customers LANDesk Service Desk enables organizations to deliver outstanding IT

More information

Information Technology Infrastructure Library -ITIL. IT Governance CEN 667

Information Technology Infrastructure Library -ITIL. IT Governance CEN 667 Information Technology Infrastructure Library -ITIL IT Governance CEN 667 1 Lectures Schedule Week Topic Introduction to IT governance Week 1 Overwiev of Information Security standards - ISO 27000 series

More information

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

General Platform Criterion Assessment Question

General Platform Criterion Assessment Question Purpose: [E]nsure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. (ST 4.3.1)

More information

Applying ITIL v3 Best Practices

Applying ITIL v3 Best Practices white paper Applying ITIL v3 Best Practices to improve IT processes Rocket bluezone.rocketsoftware.com Applying ITIL v. 3 Best Practices to Improve IT Processes A White Paper by Rocket Software Version

More information

Assigning Severity Codes

Assigning Severity Codes Technical Support Service Number:SDT-051111 Version number: 2.0 Effective Date: 2 nd Jan 2010 Assigning Severity Codes The impact of a problem is a composite of many factors: the number of clients affected,

More information

Page 1 of 8. Any change, which meets the following criteria, will be managed using IM/IT Change Management Process.

Page 1 of 8. Any change, which meets the following criteria, will be managed using IM/IT Change Management Process. Page 1 of 8 1. Introduction This policy describes the Authority s Information Management/Information Technology (IM/IT) change management procedures. IM/IT manages changes to applications, infrastructure

More information