ITIL v3 Foundation Study Guide

Transcription

1 Page :: 1 Release Versin Abut taruu... 5 Overview... 5 Additinal Exam Resurces... 5 General Exam Tips... 6 What s On the Exam... 7 ITIL Cre Cncepts Services Service Management ITIL as a Gd Practice Framewrk The Service Lifecycle Prcesses ITIL Prcesses by Lifecycle Phase Functins Rles Organizing Fr Service Management ITIL Functins Service Desk Technical Management Applicatin Management IT Operatins Management The RACI Mdel Service Strategy Overview... 19

2 Page :: 2 Business Value Cncepts and Mdels Business Case Return n Investment (ROI)/Value n Investment (VOI) Value: Utility and Warranty Service Assets The Service Prtfli The Service Belt Prcesses Service Strategy Service Prtfli Management Demand Management IT Financial Management Service Design Overview Business Value Cncepts and Mdels Quality Must Be Built-In The Service Catalg The Fur P s f Service Design The Five Aspects f Service Design Service Design Prcesses Service Catalg Management Service Level Management Availability Management Capacity Management IT Service Cntinuity Management IT Security Management Supplier Management... 29

3 Page :: 3 Service Transitin Overview Business Value Cncepts and Mdels Service V-Mdel Change Request fr Change Change Types Change Authrity Change Advisry Bard Emergency Change Advisry Bard Change Mdel Release Release Unit Baseline Cnfiguratin Management System (CMS) Cnfiguratin Item (CI) Service Transitin Prcesses Change Management Service Asset and Cnfiguratin Management Release and Deplyment Management Minr Service Transitin Prcesses Service Operatin Overview Business Value Cncepts and Mdels Balance Cmmunicatin Incident... 37

4 Page :: 4 Prblem Errr Knwn Errr Event Service Operatin Prcesses Incident Management Prblem Management Event Management Service Request Fulfillment Access Management Cntinual Service Imprvement Overview Business Value Cncepts and Mdels The Rle f Measurement Objectives, CSFs, KPIs, Metrics, and Measurements The Deming Cycle The Cntinual Service Imprvement Mdel Service Imprvement Plan (SIP) Cntinual Service Imprvement Prcesses The Seven Step Imprvement Prcess Service Level Management Technlgy and Architecture The Rle f Autmatin Autmatin Tips Infrmatin Systems Discussed Within ITIL... 44

5 Page :: 5 Abut taruu taruu is a specialized Service Management firm which fcuses n simple and practical applicatins f therwise cmplex bdies f guidance such as ITIL. taruu ffers a full range f certificatin and nncertificatin-based ITSM training, curseware, and ITSM cnsulting and implementatin services. Please visit us n the web at Overview This study guide summarizes the mst essential infrmatin necessary t successfully challenge the ITIL v3 Fundatin examinatin. It can be used as a stand-alne study aid. Hwever, it is primarily intended t reinfrce cncepts that have already been intrduced in an ITIL v3 Fundatin training class. In this dcument, wrds yu encunter in bld-face type represent terms f special significance in ITIL. Fr purpse f the ITIL Fundatin exam, yu shuld ensure that such terms are familiar t yu in their precise definitins. Fr assistance with these and ther terms, please refer t the ITIL Glssary included with yur curse materials r refer t the taruu nline ITIL Glssary f Terms. Additinal Exam Resurces In additin t this guide and the taruu nline ITIL v3 Glssary f Terms, yu shuld als avail yurself f taruu s nline ITIL v3 Fundatin Exam Practice Questins.

6 Page :: 6 General Exam Tips The exam cnsists f 40 multiple chice questins. Yu have 60 minutes t cmplete the exam. Mst test-takers have plenty f time. Dn t hurry! There are n trick questins, but questins are ften precisely wrded. Read each questin multiple times. Be cautius f answers which use the terms ALWAYS r NEVER. Many questins cntain at least ne distracter. Use a prcess f eliminatin t remve bviusly wrng answers frm yur cnsideratin first, and then fcus n the remaining answers. If a questin uses bldface type, italics, r uppercase type t highlight a specific wrd, pay clse attentin! If a questin is abut a prcess, make sure the answer yu select is abut a prcess rather than a functin, service, etc. and vice versa. Make sure t answer questins based upn yur ITIL knwledge, nt n yur experience in the real wrld. Yur real wrld experience may r may nt have anything t d with ITIL. Chse the best answer! Often questins cntain several answers which, in sme way, culd be crrect. Dn t wrk t hard t cme up with a crrect scenari fr a specific answer. Rather, chse the answer which wuld be mst crrect in the greatest number f situatins.

7 Page :: 7 What s On the Exam The exam fllws a standard, published syllabus which cvers the several areas described in the table belw. Area Service Management as a Practice Yu need t knw hw t r be familiar with Describe the cncept f Gd Practice Define and explain the cncept f a Service Define and explain the cncept f Service Management Define and distinguish between Functins, Rles and Prcesses Explain the prcess mdel List the characteristics f prcesses (Measurable, Specific results, Custmers, and Respnds t a specific event) The Service Lifecycle Briefly explain the Service Lifecycle Describe the structure, scpe, cmpnents and interfaces f the ITIL Library. Accunt fr the main gals and bjectives f Service Strategy Accunt fr the main gals and bjectives f Service Design Briefly explain what value Service Design prvides t the business Accunt fr the main gals and bjectives f Service Transitin Briefly explain what value Service Transitin prvides t the business Accunt fr the main gals and bjectives f Service Operatins (SO Briefly explain what value Service Operatin prvides t the business Accunt fr the main gals and bjectives f Cntinual Service Imprvement Briefly explain what value Cntinual Service Imprvement prvides t the business

8 Page :: 8 Area General Cncepts and Definitins Yu need t knw hw t r be familiar with Utility and Warranty Resurces and Capabilities Service Prtfli Service Catalgue (Business Service Catalgue and Technical Service Catalgue) The rle f IT Gvernance acrss the Service Lifecycle Business Case Risk Service Mdel Service Prvider Supplier Service Level Agreement (SLA) Operatinal Level Agreement (OLA) Cntract Service Design Package Availability Service Knwledge Management System (SKMS) Cnfiguratin Item (CI) Cnfiguratin Management System Definitive Media Library (DML) Service Change Change types (Nrmal, Standard and Emergency) Release Unit Seven R s f Change Management Event (SO 4.1) Alert Incident Impact, Urgency and Pririty Service Request Prblem Wrkarund Knwn Errr

9 Page :: 9 Area Yu need t knw hw t r be familiar with Knwn Errr Data Base (KEDB) The rle f cmmunicatin in Service Operatin Key Principles and Mdels Within Service Strategy Explain hw Service Assets are the basis fr Value Creatin Describe basics f Value Creatin thrugh Services Within Service Design Understand the imprtance f Peple, Prcesses, Prducts and Partners fr Service Management Discuss the five majr aspects f Service Design Service Prtfli Design Identificatin f Business Requirements, definitin f Service Requirements and design f Services Technlgy and architectural design Prcess design Measurement design Distinguish between different Service Surcing appraches and ptins Within Service Transitin Explain the Service V mdel Within Service Operatin Explain the balance between Stability versus Respnsiveness Explain the balance between Quality f Service versus Cst f Service Explain the balance between Reactive versus Practive fcus Within Cntinual Service Imprvement Discuss the Plan, D, Check and Act (PDCA) Mdel t cntrl and manage quality Explain the Cntinual Service Imprvement Mdel Understand the rle f measurement fr Cntinual Service Imprvement and explain the fllwing key elements: Business value Baselines

10 Page :: 10 Area Yu need t knw hw t r be familiar with Types f metrics (technlgy metrics, prcess metrics, service metrics) Prcesses Service Strategy Outline the fur main activities in the Service Strategy prcess Define the market (SS 4.1) Develp the fferings (SS 4.2) Develp strategic assets (SS 4.3 Prepare fr executin (SS 4.4) State the bjectives and basic cncepts and rles fr: Service Design Service Prtfli Management Demand Management Financial Management Explain the high level bjectives, scpe, basic cncepts, prcess activities, key metrics (KPI s), rles and challenges fr: Service Level Management (SLM) State the bjectives, basic cncepts and rles fr: Service Catalgue Management Availability Management Infrmatin Security Management (ISM) Supplier Management Capacity Management IT Service Cntinuity Management Service Transitin Explain the high level bjectives, scpe, basic cncepts, prcess activities, key metrics, rles and challenges fr: Change Management State the bjectives, basic cncepts and rles fr: Service Asset and Cnfiguratin Management (SACM) Release and Deplyment Management

11 Page :: 11 Area Yu need t knw hw t r be familiar with Service Operatin Explain the high level bjectives, scpe, basic cncepts, prcess activities, metrics, rles and challenges fr: Incident Management State the bjectives, basic cncepts and rles fr: Event Management Request Fulfillment Prblem Management Access Management Cntinual Service Imprvement Explain the high level bjectives, basic cncepts, prcess activities, rles and metrics fr: The 7 step imprvement prcess Functins Explain the rle, bjectives, rganizatinal structures, staffing and metrics f: The Service Desk functin State the rle, bjectives and rganizatinal verlap f: The Technical Management functin The Applicatin Management functin The IT Operatins Management functin IT Operatins Cntrl Facilities Management Rles Accunt fr the rle and the respnsibilities f the Prcess wner Service wner Recgnize the RACI mdel and explain its rle in determining rganizatinal structure. Technlgy and Architecture List sme generic requirements fr an integrated set f Service Management Technlgy Understand hw Service Autmatin assists with integrating Service Management prcesses

12 Page :: 12 ITIL Cre Cncepts Services Services are a means f delivering value t custmers withut requiring the custmer t wn specific csts and risks. Service Management Service Management is a set f specialized capabilities fr delivering value t custmers in the frm f services. ITIL is a framewrk fr IT Service Management. ITIL as a Gd Practice Framewrk Gd practices are best practices which have gained wide acceptance and adptin. In shrt, Gd Practices have withstd the test f time. Gd Practices may cme frm a number f surces including: Standards Public framewrks Academic research Prprietary knwledge The Service Lifecycle The cre f ITIL is structured arund a Service Lifecycle which cnsists f the five phases shwn in the illustratin belw. Each lifecycle phase is discussed in mre detail later in this study guide. The Service Lifecycle rganizes activity arund services as the services mve frm cncept thrugh the live envirnment and int retirement. The ITIL cre dcumentatin cnsists f five vlumes representing each f the phases f the Service Lifecycle.

13 Page :: 13 Prcesses Prcesses are structured sets f activities designed t achieve a specific bjective. Prcesses have fur basic characteristics: 1. They transfrm inputs int utputs 2. They deliver results t a specific custmer r stakehlder 3. They are measurable 4. They are triggered by specific events ITIL addresses a number f specific prcesses assciated with each lifecycle phase, but als discusses prcesses in terms f their generic structure shwn in the three-layered mdel belw. Prcess Cntrl, such as prcess plicies, wnership, dcumentatin, review prgrams, etc. The Prcess itself including prcess steps, prcedures, wrk instructins, rles, triggers, metrics, inputs, and utputs. Prcess Enablers such as resurces and capabilities required t supprt the prcess.

14 Page :: 14 ITIL Prcesses by Lifecycle Phase Lifecycle Phase Prcesses Service Strategy Service Strategy Service Prtfli Management Demand Management Financial Management Service Design Service Catalg Management Service Level Management Availability Management Capacity Management Service Cntinuity Management IT Security Management Supplier Management Service Transitin Change Management Service Asset and Cnfiguratin Management Release and Deplyment Management Transitin Planning and Supprt * Service Validatin and Testing * Evaluatin * Knwledge Management * Service Operatin Incident Management Prblem Management Event Management Service Request Fulfillment Access Management Cntinual Service Imprvement The Seven Step Imprvement Prcess *Prcesses nt cvered as part f the ITIL v3 Fundatin Exam

15 Page :: 15 Functins Functins are self-cntained subsets f an rganizatin intended t accmplish specific tasks. They usually take the frm f a team r grup f peple and the tls they use. Whereas prcesses help rganizatins accmplish specific bjectives--ften acrss multiple functinal grups--functins add structure and stability t rganizatins. Functins generally map fairly directly t the rganizatinal chart f an rganizatin and are usually supprted by budgets and reprting structures. Prcesses, by cntract, typically d nt have budgets and reprting structures. Bth functins and prcesses invlve rles. Rles Rles are defined cllectins f specific respnsibilities and privileges. Rles may be held by individuals r teams. Individuals and teams may hld mre than ne rle. ITIL emphasizes a number f standard rles include, mst imprtantly: Service Owner -- Accuntable fr the verall design, perfrmance, integratin, imprvement, and management f a single service. Prcess Owner -- Accuntable fr the verall design, perfrmance, integratin, imprvement, and management f a single prcess. Service Manager -- Accuntable fr the develpment, perfrmance, and imprvement f all services in the envirnment. Prduct Manager Accuntable fr develpment, perfrmance, and imprvement f a grup f related services. Service Owner Prduct Manager Service Owner Service Manager Service Owner Prduct Manager Service Owner Nte: Cre ITIL Prcesses Supprt All Services Prcess Owner (Incident Management) Prcess Owner (Change Management) Prcess Owner (Prblem Management) Prcess Owner (Etc.)

16 Page :: 16 Organizing Fr Service Management ITIL discusses a number f recmmendatins fr hw IT Service Management rganizatins can best be structured. Mst f this discussin fcuses n fur majr functins (Service Desk, Technical Management, Applicatin Management, and IT Operatins Management). Hwever, ITIL als pays attentin t the relatinship between prcesses and functins, t standard rles which are particularly imprtant t a gd ITSM effrt, and t ways f prperly allcating rles t any task r activity. ITIL Functins Service Desk The Service Desk prvides a single pint f cntact between users and the IT rganizatin. The Service Desk prcesses inbund incidents, service requests, change requests, etc. It usually (but nt always) wns and executes the Incident Management prcess. The Service Desk als acts as a hub fr all cmmunicatins internal t the IT Service Prvider. Fur basic Service Desk cnfiguratins are discussed within ITIL : Lcal Users and supprt staff are lcated n the same premises r campus. Centralized -- Multiple user lcatins are serviced by a single supprt lcatin. Virtual -- Multiple user lcatin are serviced by multiple supprt lcatins which by virtue f call ruting and ther technlgy are able t appear and respnd t user requests as a single entity. Fllw-the-Sun -- Identical t a virtual Service Desk, but rganized in such a way as t utilize supprt staff shifts wrking during nrmal daylight hurs fr all user requests cming frm any time zne. Technical Management The Technical Management functin is charged with prcurement, develpment, and management f the technical skill sets and resurces required t supprt the infrastructure and the IT Service Management effrt. Technical Management is typically divided int specialty areas representing different specialized teams r functins within an IT rganizatin, e.g. Netwrking, Security, Database, Strage, Servers, etc. The primary bjective f Technical Management is t ensure that the Service Prvider has the right skill sets available t deliver the services it ffers. Applicatin Management Applicatin Management is cncerned with the end-t-end management f applicatins in the envirnment. Like Technical Management, a big part f what it des invlves cultivatin f the specialized skill sets required t supprt the rganizatin s applicatins. Applicatin Management des

17 Page :: 17 nt replace, but rather executes and is supprted by cre prcesses such as Incident Management, Prblem Management, Change Management, Availability Management, etc. IT Operatins Management IT Operatins Management is cncerned with the day-t-day maintenance f the IT infrastructure and the facilities which huse it. It is divided int tw sub-functins: Operatins Cntrl and Facilities Management. Operatins Cntrl The Operatins Cntrl sub-functin is cncerned with regular maintenance cycles assciated with infrastructure management. These include such activities as: Cnsle Management Backup and restre peratins Media management Batch jb executin Facilities Management Facilities Management is cncerned with maintenance f the facilities which huse IT peratins, e.g. data centers, call centers, develpment facilities, etc. Its areas f respnsibility include things like: HVAC Fire suppressin Facilities access Pwer The RACI Mdel In additin t discussing the fur primary functins described abve, ITIL als utilizes the RACI mdel as a generic tl fr reviewing and assigning fur key rles t any imprtant task r activity. Whereas rle assignments are ften well-defined within functins, the RACI mdel hlds particular value fr ensuring that rles are apprpriately filled r cvered within prcesses. Thse in the R = RESPONSIBLE rle fr a given activity are charged with actually executing r perfrming the activity r task. The single entity in the A = ACCOUNTABLE rle wns the task r activity and must answer fr its utcmes. Only ne party can be accuntable fr a given task/activity. Thse in the C = CONSULTED rle review and prvide advice and authrizatin arund the task r activity. Thse in the I = INFORMED rle receive updates as the task r activity prgresses.

18 The table belw prvides a sample f hw RACI might be used t assign rles t a series f tasks assciated with an applicatin develpment prject. Nte that all rws have ne and nly ne ACCOUNTABLE and at least ne RESPONSIBLE. Page :: 18 Task Applicatin Applicatin Business Business Analyst Develper Owner Representative Draft A C R Requirements Validate R A R R Requirements Create Lgical R C I R Design Create Data A/R I R Design Validate Design A/R C R

19 Page :: 19 Service Strategy Overview Service Strategy is abut the selectin f services a Service Prvider will ffer t custmers. Services are selected s that they: Prvide value t custmers Enable the Service Prvider t capture value Fall within cst parameters acceptable t the Service Prvider Fall with risk parameters acceptable t the Service Prvider Service Strategy is als abut establishment and management f the bradest plicies and standards which gvern the way a Service Prvider perates. Business Value Service Strategy ffers value t Service Prviders and custmers by: Ensuring that the services they ffer align with business bjectives. Ensuring that the services they ffer are likely t ffer value. Ensuring that custmers can be charged fr the services r that sme mechanism exists by which the services allw the value ffered by the Service Prvider t be recgnized. Ensuring that the Service Prvider is in a psitin t handle the csts and risks assciated with the services it ffers. Cncepts and Mdels Business Case A Business Case is a structured and dcumented justificatin fr investment in smething expected t deliver value in return, e.g. an IT Service. Business Cases are used during Service Strategy t evaluate the feasibility and desirability f creating and prviding varius IT Services. Return n Investment (ROI)/Value n Investment (VOI) Return n Investment and Value n Investment Value: Utility and Warranty The value f service cnsists f tw cmpnents: utility and warranty. Services must ffer bth utility and warranty in rder t have value.

20 Page :: 20 Utility, als called fitness fr purpse invlves the ability f the service t remve cnstraints r increase the perfrmance f the custmer. Warranty, als called fitness fr use is the ability f the service t perate reliably. Service Assets Service Assets r (mre generally) assets refer t the resurces and capabilities which a Service Prvider must allcate in rder t ffer a service. Resurces are the raw materials which cntribute t a service, such as mney, equipment, time, staff, etc. Capabilities are the specialized skills r abilities an rganizatin applies t resurces in rder t create value. Capabilities include such things as skills, rganizatin, prcesses, management, etc. Resurces and capabilities are bth types f assets. The Service Prtfli The Service Prtfli is the entire set f services under management by a Service Prvider. It cnsists f three majr parts: Service Pipeline, Service Catalg, and Retired Services. Services in the Service Prtfli may be: Under cnsideratin In design In develpment In testing In peratin

21 Page :: 21 Retired The purpse f the Service Prtfli is t help the Service Prvider understand hw its resurces are allcated tward maximizing the value it ffers t custmers in the frm f services. The Service Belt In the curse f delivering services, Service Prvider assets are engaged with custmer assets as a means f increasing the perfrmance f custmer assets. This causes custmer demand fr services. Custmers express that demand by purchasing services which in turn transfers resurces t the Service Prvider. The Service Prvider uses payment t replace r augment assets it uses t prvide the services. This cycle is knwn as the Service Belt.

22 Page :: 22 Prcesses Service Strategy The Service Strategy prcess (yes, it has the same name as the lifecycle phase!) is cncerned with the develpment f service cncepts in preparatin fr selectin f services t be prvided. It cnsists f fur majr activities: 1. Understand the market a. Wh is the custmer? b. What d they value? c. Hw d they define value? 2. Develp the fferings a. What service fferings wuld prvide value t custmers as defined abve? b. Hw can we as a service prvider ffer unique r distinctive value? 3. Develp strategic assets a. What resurces wuld be required t ffer the services identified? b. What capabilities wuld be need t ffer the services identified? 4. Prepare fr executin a. Hw can we prepare t build r develp the service? b. What are ur specific bjectives fr the service? c. What specific critical success factrs must we meet in rder t achieve thse bjectives? Service Prtfli Management The Service Prtfli Management prcess is cncerned with management f the infrmatin cncerning services in the Service Prtfli. Service Prtfli Management rganizes the prcess by which services are identified, described, evaluated, selected, and chartered. Demand Management The Demand Management prcess is cncerned with understanding and influencing custmer demand. Unmanaged demand is a surce f bth cst and risk t Service Prviders. Demand Management mdels demand in terms f: User Prfiles which characterize different typical grups f users fr a given service. Patterns f Business Activity which represent the way that users in different user prfiles access a service ver the curse f a given time perid.

23 Page :: 23 IT Financial Management IT Financial Management prvides a means f understanding and managing csts and pprtunities assciated with services in financial terms. At a minimum, IT Financial Management prvides a clear means f generating data useful fr decisin supprt arund the management f services. IT Financial Management includes three basic activities: Accunting -- tracking hw mney is actually spent by a Service Prvider Budgeting planning hw mney will be spent by a Service Prvider Charging securing payment frm custmers fr services prvided

24 Page :: 24 Service Design Overview The Service Design lifecycle phase is abut the design f services and all supprting elements fr intrductin int the live envirnment. Business Value Service Design ffers value by: Ensuring that services are aligned with business bjectives Ensuring that services are able t prvide the utility and warranty required fr them t meet the bjectives utlined during Service Strategy Ensuring that service management systems and tls are capable f supprting service fferings Ensuring that service-e management prcesses are capable f supprting service fferings Ensuring that services are cnstructed accrding t agreed architectural standards Ensuring that services are designed s as t be implemented efficiently Ensuring that services are designed s that their perfrmance can be measured Cncepts and Mdels Quality Must Be Built-In ITIL stresses the imprtance f purpsefully building quality int IT services, prcesses, and ther aspects f the Service Management effrt. The Service Design lifecycle phase is structured t supprt this emphasis by including prcesses fr clear specificatin f quality targets (Service Level Management) fllwed by prcesses fr achieving the majr warranty ingredients f quality: Availability, Capacity, IT Service Cntinuity, and Security Management. Targeting quality during Service Design ensures that quality can be delivered during Service Operatins. The Service Catalg The Service Catalg is the subset f the Service Prtfli which cntains services currently available t custmers and users. The Service Catalg is ften the nly prtin f the Service Prtfli visible t custmers. Typically the Service Catalg is implemented as a database and is ften web-accessible. The Service Catalg cmmnly acts as the entry prtal fr all infrmatin regarding services in the live envirnment.

25 Page :: 25 The Fur P s f Service Design The Fur P s f Service Design represent areas which shuld be taken int cnsideratin when designing a service. They are: 1. Peple Human resurces and rganizatinal structures required t supprt the service 2. Prcesses Service Management Prcesses required t supprt the service 3. Prducts Technlgy and ther infrastructure required t supprt the service 4. Partners Third parties which prvide services required t supprt the service The Five Aspects f Service Design The Five Aspects f Service Design are areas which shuld als receive design fcus as part f the verall effrt design a service. The areas include: 1. The new r changed service itself with special attentin t service requirements 2. Service Management prcesses required t supprt the service 3. Service Management systems and tls required t supprt the service (especially the Service Prtfli) 4. Technlgy Architectures used r referenced by the service 5. Measurement systems and metrics necessary t understand the perfrmance f the service

26 Page :: 26 Service Design Prcesses Service Catalg Management Service Catalg Management invlves management and cntrl f the Service Catalg which cntains infrmatin abut services currently available t custmers fr use. Typically such infrmatin includes: Features f the service Guidelines fr apprpriate use f the service Means f accessing the service Pricing infrmatin (where relevant) Key cntact infrmatin Service Level Agreement infrmatin The Service Catalg Management prcess is included within the Service Design lifecycle phase primarily because design activity typically generates a large vlume f dcumentatin and infrmatin which shuld be included in the Service Catalg. Assciating management f the Service Catalg with Service Design makes a gd deal f practical sense as it prvides a means f capturing and rganizing relevant infrmatin abut services early n in their lifecycle. Service Level Management Service Level Management is the prcess charged with securing and managing agreements between custmers and the service prvider regarding the levels f perfrmance (utility) and levels f reliability (warranty) assciated with specific services. Service Level Management is part f the Service Design lifecycle phase primarily because it prvides an pprtunity t establish perfrmance requirements early n s that design wrk may be specifically directed t meet such requirements. Service Level Management results in the creatin f Service Level Agreements (SLAs) between custmers and the prvider. Operatinal Level Agreements (OLA s) are perfrmance agreements nearly identical in nature t SLAs except that they exist between parts f the service prvider rganizatin specifically fr the purpse f supprting upstream SLAs which require dependable perfrmance by multiple business units, functins, r teams within the service prvider rganizatin.

27 Page :: 27 Availability Management The Availability Management prcess is cncerned with management and achievement f agreed availability requirements as established in Service Level Agreements. In ITIL, availability is defined as the ability f a system, service, r cnfiguratin item t perfrm its functin when required. Amng ther things, Availability Management may assist with: Develpment f availability Service Level Targets which make up part f an verall Service Level Agreement Design f services capable f meeting r exceeding agreed availability requirements Measurement and mnitring f availability achievements Respnses t availability-related incidents Capacity Management Capacity Management is cncerned with ensuring that cst-effective capacity exists at all times which meets r exceeds the agreed needs f the business as established in Service Level Agreements. In ITIL, capacity is defined as the maximum thrughput a service, system, r device can handle. ITIL s treatment f Capacity Management is divided int three majr activities:

28 Page :: 28 Business Capacity Management Service Capacity Management Capacity Planning is carried ut tp-dwn! Cmpnent Capacity Management Business Capacity Management (BCM) addresses capacity factrs which exist primarily at the business level such as mergers, acquisitins, plans fr new facilities, reductins in frce, etc. Typically, BCM factrs are addressed first in the verall Capacity Management effrt. Service Capacity Management (SCM) addresses capacity factrs at the service level. Business capacity factrs in turn drive Service capacity requirements. The primary task f Service Capacity Management is t translate business capacity factrs int capacity requirements fr services. Cmpnent Capacity Management (CCM) addresses capacity factrs at the level f cmpnents r Cnfiguratin Items. The primary task f CCM is t translate Service Capacity Management factrs int capacity requirements fr individual cmpnents r Cnfiguratin Items. IT Service Cntinuity Management The IT Service Cntinuity Management prcess (ITSCM) is respnsible fr ensuring that the IT Service Prvider can always prvide minimum agreed Service Levels. ITSCM is largely cncerned with management f risks and with planning fr the recvery f IT Services in the event f disaster. IT Service Cntinuity Management uses techniques such as Business Impact Analysis (BIA) and Management f Risk (MOR) and is driven by the larger Business Cntinuity Management effrt. ITSCM results in the prductin f the IT Service Cntinuity Plan which is an aspect f the verall Business Cntinuity Plan.

29 Page :: 29 IT Security Management IT Security Management is the prcess cncerned with the prtectin f IT assets (including services) frm security threats. IT Security Management is driven the larger security management effrts and plicies f the rganizatin. IT Security Management is charged develpment and management f the IT Security Plicy which is executed and implemented as a part f the Access Management prcess in Service Operatins. IT Security Management fcuses n prtectin f five basic qualities f infrmatin assets: Cnfidentiality Assurance that the asset is nly available t apprpriate parties Integrity -- Assurance that the asset has nt been mdified by unauthrized parties Availability -- Assurance that that asset may be utilized when required Authenticity -- Assurance that transactins and the identities f parties t transactins are genuine Nn-Repudiatin -- Assurance that transactins, nce cmpleted, may nt be reversed withut apprval Supplier Management Supplier Management is the prcess charged with btaining value fr mney frm third-party suppliers. Supplier Management plays a very similar rle t that f Service Level Management, but with respect t external suppliers rather than internal suppliers and internal/external custmers. Supplier Management is critical t effective design because fr nearly all IT rganizatins, dependency n external suppliers is increasingly central t their ability t deliver services t their wn custmers. Supplier Management handles supplier evaluatin, cntract negtiatins, perfrmance reviews, renewals and terminatins.

30 Page :: 30 Service Transitin Overview Service Transitin is cncerned with management f change and, mre specifically, with the intrductin f new and changed services int the live envirnment. Business Value Service Transitin prvides value t the business by: Enabling business change Minimizing impact t the business which might therwise result frm unmanaged change Enabling the business t make use f new and changed services Ensuring that designs fr services are implemented as intended Ensuring that the Service Management rganizatin is prepared t supprt new and changed services Reducing the number f defects intrduced int the live envirnment Cncepts and Mdels Service V-Mdel The Service V-Mdel defines prgressive levels activity and crrespnding levels f testing/valid tward a define bjective such as a release r majr change. Testing at each level prir t mving t the next level helps prgressively reduce risk.

31 Page :: 31 Change ITIL defines a change as the additin, remval, r mdificatin f anything that culd have an effect n an IT service. All changes invlve risk. Request fr Change A Request fr Change r RFC is a dcumented request t alter a service r ther Cnfiguratin Item. RFCs may be issued by any ne: custmers, IT staff, users, etc. and are received by the Service Desk and handled via the Change Management prcess. Change Types Nrmal Changes are changes which meet predefined criteria that qualify them fr handling via the Nrmal Change Management prcess. Standard Changes are changes which are pre-apprved fr implementatin. Generally, Standard Changes are lw risk and ccur frequently in the envirnment. Examples might include such things as: Passwrd resets New hire prcedures Office mves Emergency Changes are changes which meet predefined criteria that qualify them fr handling via the Emergency Change Management prcess. In mst envirnments, Emergency Changes are thse which cannt be freseen and which unless addressed quickly put the envirnment at high risk f impact. Emergency Changes are reviewed by the Emergency Change Advisry Bard (ECAB). Change Authrity In ITIL the entity charged with apprval f a Request fr Change is called the Change Authrity. In mst envirnments, the identity f the Change Authrity varies with the type f change under cnsideratin. Fr many rdinary changes, the Change Manager may act as the Change Authrity. Hwever, fr extremely large changes, the Change Authrity may be an executive r even the bard f directrs. Change Advisry Bard The Change Advisry Bard r CAB is a grup f experts cnvened by the Change Manager t advise n the apprval/rejectin and planning fr a specific change. The membership f the CAB usually varies with the change under cnsideratin. Emergency Change Advisry Bard The Emergency Change Advisry Bard r ECAB is a special grup cnvened by the Change Manager t advise n the apprval/rejectin and planning fr Emergency Changes as part f the Emergency Change Management Prcess. The membership f the ECAB usually includes persns with the experience and

32 rganizatinal authrity required t make rapid and ften difficult decisins and t accept the cnsequences f thse decisins. Page :: 32 Change Mdel A Change Mdel is a template r pre-defined set f steps, prcedures, and guidelines fr executin a specific type f change. Change Mdels are used t help minimize risk, save csts, and imprve the cnsistency f executin arund changes. Release A release is a cllectin f changes which must be implemented tgether in rder accmplish a specific bjective r set f bjectives. Release Unit A Release Unit is the particular set f cnfiguratin items released tgether fr a specific deplyment effrt. The Release Unit fr a release is selected as part f the Release and Deplyment Management prcess based upn bth technical and business criteria. Fr example, fr the deplyment f an accunting package the release unit might be determined t be the accunts payable and payrll mdules, but nt the tax cmputatin mdule. Baseline In the cntext f Service Transitin generally and, mre specifically, in the cntext f the Service Asset and Cnfiguratin Management prcess, the term Baseline refers t the dcumented and validated cnfiguratin f a cmpnent, system, service, etc. Baselines are used within Service Asset and Cnfiguratin Management t prvide a rll-back pint useful in managing risk arund changes in the envirnment. Cnfiguratin Management System (CMS) The Cnfiguratin Management System is the cntrlled repsitry and interfaces fr management f infrmatin cncerning items under cnfiguratin cntrl (Cnfiguratin Items) in the envirnment. The purpse f the CMS is t prvide accurate and up-t-date infrmatin regarding hw the envirnment is cnfigured. The CMS stres recrds f Cnfiguratin Items in the Cnfiguratin Management Database (CMDB). Imprtantly, the CMS/CMDB differs frm a traditinal asset database in that it als prvides infrmatin regarding hw Cnfiguratin Items are related t each ther. Cnfiguratin Item (CI) A Cnfiguratin Item r CI is anything which has significance fr the delivery f an IT Service. Cnfiguratin Items can include hardware and sftware, but als dcumentatin, prcess definitins, facilities, etc. Cnfiguratin Items are tracked using the Cnfiguratin Management System which stres recrds f them in the Cnfiguratin Management Database (CMDB). At a bare minimum, the recrd f a Cnfiguratin Item shuld include a unique identifier and the lcatin f the CI.

33 Page :: 33 Service Transitin Prcesses Change Management Change Management is cncerned with recrding, evaluating, apprving, testing, and reviewing changes t services, systems, and ther Cnfiguratin Items. ITIL reminds us that all changes invlve risk. As such Change Management is largely cncerned with managing risk assciated with change. The majr activities which make up the Change Management prcess include: Recrding f RFCs invlves lgging f the RFC in the Change Management system. Recrding must include all details required t assess the RFC. Review f RFCs invlves checking t see if the RFC is cmplete and free f bvius defects which wuld make it impractical r impssible t implement. Assessment and Evaluatin f RFCs invlves further review and cnsideratin f the RFC, usually by the Change Advisry Bard, fr the purpse f determining the desirability and feasibility f the requested change. Authrizatin f RFCs invlves identificatin f the apprpriate Change Authrity and the determinatin by the Change Authrity t apprve r deny the RFC. Planning invlves identificatin and scheduling f the activities required t implement the change, including any testing which may be required t manage risk assciated with the change. Implementatin Crdinatin Review and Clsure Service Asset and Cnfiguratin Management Service Asset and Cnfiguratin Management Planning Identificatin Cntrl Status Accunting Verificatin and Audit

34 Page :: 34 Relatinship between Change Management and Cnfiguratin Management Release and Deplyment Management Minr Service Transitin Prcesses Fur additinal Service Transitin prcesses are included within ITIL, but are nt cvered in detail n the Fundatin exam. Fr exam purpses, candidates are nly required t recgnize that the prcesses exist within the Service Transitin lifecycle phase and t understand that in many envirnments the prcesses prvide additinal supprt fr the three primary Service Transitin prcesses described earlier. Transitin Planning and Supprt Transitin Planning and Supprt prvides brader supprt fr large-scale transitins and releases and wuld be helpful fr an rganizatin anticipating an unusual vlume f change, as fr example wuld be the case during a merger r acquisitin scenari. Service Validatin and Testing Service Validatin and Testing prvides separate and mre fcused supprt fr testing prir t release. Organizatins fr which quality and errr cntrl are f paramunt imprtance might especially benefit frm implementatin f Service Validatin and Testing as a separate prcess. In such a scenari, Release and Deplyment Management wuld fcus mre exclusively n deplyment/release lgistics and testing wuld becme the dmain f the new prcess.

35 Page :: 35 Evaluatin Evaluatin prvides supprt fr pst-release evaluatin and cnfirmatin f custmer acceptance f new and changed services. It wuld be useful in situatins characterized by custmer satisfactin challenges and in situatins where ther factrs might require clser management f custmer acceptance. Knwledge Management Knwledge Management prvides supprt fr the capture and effective publishing f knwledge which surfaces during the Service Transitin lifecycle phase and elsewhere. Frm a practical perspective, Knwledge Management belngs in Service Transitin simply because Service Transitin has respnsibility fr mst testing and validatin where the mst valuable peratinal data is gathered prir t release int the live envirnment.

36 Page :: 36 Service Operatin Overview The Service Operatin phase f the Service Lifecycle is cncerned with ensuring that services perate within agreed parameters. When service interruptins d ccur, Service Operatin is charged with restring service as quickly as pssible and with minimizing the impact t the business. Business Value Service Operatin is the nly lifecycle phase in which value is actually realized by custmers. Whereas all ther phases f the Service Lifecycle cntribute t and enable value, it is nly experienced during Service Operatin. Service Operatin als adds business value by: Ensuring that services are perated within expected perfrmance parameters Restring services quickly in the event f service interruptin Minimizing impact t the business in the event f service interruptin Prviding a fcal pint fr cmmunicatin between users and the Service Prvider rganizatin Cncepts and Mdels Balance Because Service Operatin is the first lifecycle phase in which the Service Prvider rganizatin must respnd t rather than plan fr and drive user and custmer demand, balance is difficult t maintain. Accrdingly, ITIL emphasizes the imprtance f striving t achieve and maintain balance during Service Operatin in the frm f specific balances between: Reactive and Practive Fcus Internal and External Fcus Cst and Quality Stability and Flexibility Cmmunicatin During Service Operatin, the imprtance and criticality f cmmunicatin is especially acute. ITIL stresses the imprtance f cmmunicatin: Between users and the IT Service Prvider Between custmers and the IT Service Prvider Between different prcesses, functins, teams, etc. within the IT Service Prvider Between the IT Service Prvider and its suppliers

37 Page :: 37 Incident An incident is any ccurrence which causes r may cause interruptin r degradatin t an IT Service. Prblem A prblem is the unknwn underlying cause f ne r mre incidents. A prblem is NOT just a particularly serius incident. Errr An errr is the knwn underlying cause f ne r mre incidents. Knwn Errr A knwn errr is the knwn cause f an incident fr which a wrkarund als exists. Event An event is any change f state f an infrastructure r ther item which has significance fr the delivery f a service. Service Operatin Prcesses Incident Management Incident Management is cncerned with the rapid restratin f services and with minimizatin f impact t the business. In mst but nt all cases the Incident Management prcess is wned and executed by the Service Desk. Within ITIL, Incident Management cnsists f a number f basic activities r steps: Detectin The incident becmes knwn by any mechanism, e.g. user call, system alert, etc. Lgging Details f the incident are recrded in the incident management system. Classificatin The incident is categrized accrding t predefined criteria fr the purpse f facilitating diagnsis and priritizing its handling relative t ther incidents. Priritizatin The impact and urgency f the incident are determined and factred tgether t determine its relative pririty amng ther incidents. Investigatin and Initial Diagnsis Additinal details regarding the incident are gathered and used alng with tls such as the Knwn Errr Database t attempt reslutin. Escalatin If necessary, the incident may be frwarded t the apprpriate handling grup. Reslutin and Recvery Service is restred and users are prvided assistance t allw them t resume wrk. Clsure Successful reslutin f the incident is verified with the user, the incident reslutin details are recrded, and the incident is flagged as being clsed in the incident management system.

38 Page :: 38 Prblem Management Prblem Management is cncerned with the identificatin and crrectin f flaws r errrs in the envirnment which cause incidents. Prblem Management helps reduce and prevent incidents. Prblem Management is bradly divided int tw majr sub-prcesses: Reactive Prblem Management, which is charged with respnding t prblems as they arise in the envirnment, usually driven by the Incident Management prcess. Practive Prblem Management, which is charged with practively seeking ut imprvements t services and infrastructure befre incidents ccur. Prblem Management uses techniques such as Kepner-Trege, Ishikawa diagramming, and Fault Tree Analysis t identify the rt cause f incidents. Once the rt cause f an incident is determined, Prblem Management may issue a Request Fr Change t initiate actin tward implementatin f a permanent fix fr the underlying cause r, if a permanent slutin is nt feasible, may assist in the develpment f a Wrk Arund fr use in restring service and minimizing the impact f assciated incidents. The prductin and maintenance f the Knwn Errr Database (KEDB) is ne f the mst imprtant utputs f the Prblem Management prcess. The Knwn Errr Database is used by the Incident Management prcess t mre rapidly reslve incidents. Event Management Event Management is cncerned with detectin f events in the infrastructure and with selectin f apprpriate respnse actins. By facilitating early detectin f incidents, Event Management helps reduce the number f incidents which impact users and can greatly imprve the perfrmance f the Incident Management prcess itself. As described earlier, an Event is any change f state which has significance fr the delivery f a service. As such, Event Management mainly fcuses n IT detecting and addressing issues at the infrastructure level and is mst cmmnly a largely autmated prcess. Events may be ne f three basic types: Infrmatinal N actin is required. The event infrmatin is lgged fr ptential future reference. Warning --An infrastructure item is appraching a predefined perfrmance r capacity threshld which culd cause an incident r require interventin. Exceptin An infrastructure item has exceeded a threshld r is n lnger perating within defined parameters. Interventin is required.

39 Page :: 39 Service Request Fulfillment Service Request Fulfillment is the prcess charged with assisting users in situatins where n service degradatin r interruptin is invlved. Service Request Fulfillment prvides a means f addressing cmmn user requests fr nn-incident supprt, new equipment, training, etc. Service Request Fulfillment frequently makes use f Standard Changes and autmatin t meet user requests mre efficiently. In much the same way that Event Management supprts the Incident Management prcess by addressing incidents befre they impact users, Service Request Fulfillment can reduce the lad n the Incident Management prcess by prviding a means f addressing nn-incident related requests befre they enter the Incident Management stream. Access Management The Access Management prcess is charged with is prviding authrized parties with apprpriate access t service and infrmatin as specified in the Infrmatin Security Plicy. Access Management executes the Infrmatin Security Plicy as defined by the Infrmatin Security Management prcess, but des nt itself set plicy. Integratin Between Service Operatin Prcesses

40 Page :: 40 Cntinual Service Imprvement Overview Cntinual Service Imprvement is abut the alignment and re-alignment f services, prcesses, functins, etc. with changing business needs. It is als cncerned with the cnsistent applicatin f quality management methds t the verall Service Management effrt. Business Value Cntinual Service Imprvement ffers value t Service Prvider and custmer rganizatins by: Ensuring that services, prcesses, and ther aspects f the Service Management effrt are aligned with business bjectives Ensuring that services meet agreed levels f perfrmance Ensuring that the efficiency (cst) f service delivery imprves steadily Ensuring that all aspects f the Service Management effrt underg regular and cnsistent reviews Cncepts and Mdels The Rle f Measurement Measurement plays a critical rle within ITIL, bth as a part f Cntinual Service Imprvement, but als within Service Level Management and as an essential part f all prcesses. Measurements can be used fr fur basic purpses as shwn belw: T JUSTIFY a prpsed curse f actin T DIRECT activity T INTERVENE when crrective actin is required T VALIDATE actins which have already been taken Justify Direct Validate Intervene

41 Page :: 41 Objectives, CSFs, KPIs, Metrics, and Measurements Measurements are the end result f a hierarchy f activities which link measurements t business bjectives as shwn in the illustratin belw. Objectives Critical Success Factrs Key Perfrmance Indicatrs Metrics Objectives establish the reasn fr measurement. Measurement in itself has n value. Rather, it nly has value inasmuch as it supprts achievement f specific bjectives. Critical Success Factrs define specific things that must happen if bjectives are t be achieved. Key Perfrmance Indicatrs are metrics which specifically indicate prgress r perfrmance arund r tward Critical Success Factrs. Metrics are the definitins f what will be measured and hw it will be measured. Measurements are the actual readings taken based upn a specific metric. The Deming Cycle The Deming Cycle is an imprvement mdel riginally created by W. Edwards Deming and used t great success in the Japanese aut industry. It cnsists f fur simple steps (Plan, D, Check, Act) as shw in the figure belw.

42 Page :: 42 The Cntinual Service Imprvement Mdel The Cntinual Service Imprvement Mdel is a simple set f guiding questins which can be used t rganize and perpetuate an imprvement prgram. It clsely mirrrs the basic apprach als used in the ITIL 7-Step Imprvement Prcess. What is the visin? Hw d we maintain mmentum? Where are we nw? Did we get there? Where d we want t be? Hw d we get there? Service Imprvement Plan (SIP) A Service Imprvement Plan r Service Imprvement Prgram is the primary utput f peridic service reviews carried ut as part f Cntinual Service Imprvement r as part f the Service Level Management prcess. The SIP maps specific imprvement bjectives fr an identified time perid between ne service review and the next. Cntinual Service Imprvement Prcesses The Seven Step Imprvement Prcess The Seven Step Imprvement Prcess prvides a simple means f using measurement t guide the imprvement and crrectin f service perfrmance. The steps are: Decide what shuld be measured Decide what can be measured Gather the data Prcess the data Analyze the data Present and use the data Implement crrective actin

43 Page :: 43 Service Level Management Althugh Service Level Management is ne f the prcesses within the Service Design lifecycle phase, it shares many activities and bjectives with Cntinual Service Imprvement. In particular, bth Service Level Management and Cntinual Service Imprvement emphasize regular measurement and review f services and ther aspects f the Service Management effrt. Technlgy and Architecture The Rle f Autmatin ITIL intrduces the cncept f bunded ratinality in its discussin f the rle f autmatin in IT Service Management. Bunded ratinality refers t the limits which cnstrain humans ability t entertain mre than a few factrs at a time when seeking t make decisins in cmplex situatins. In the mst fundamental sense, autmatin and technlgy play an imprtant rle in IT Service Management by helping human decisin makers effectively cnfrnt vastly mre cmplex scenaris than they might therwise be able t. Sme examples include: Use f autmatin t identify patterns and trends in large data sets such as event lgs, incident lgs, etc. Use f autmatin t help guarantee cnsistency during design effrts

44 Page :: 44 Use f autmatin t accurately recrd high vlumes f detailed data, e.g. incident lgs Use f autmatin t avid arbitrary assignment f pririty t incidents, prblems, changes, etc. Use f autmatin t respnd t events in real time ITIL urges the pint that all phases f the Service Lifecycle can be supprted very effectively using technlgy and autmatin. Autmatin Tips ITIL ffers sme discussin f hw autmatin can best be used t supprt prcesses. It s mst essential recmmendatins include: Prcess definitin shuld precede attempts t purchase r apply technlgy t prcesses Prcesses shuld be simplified prir t autmating them Infrmatin Systems Discussed Within ITIL ITIL describes a number f infrmatin systems which represent the applicatin f technlgy/autmatin t the IT Service Management effrt. The mst imprtant f these include: Service Knwledge Management System (SKMS) Service Prtfli/Catalg Availability Management Infrmatin System (AMIS) Cnfiguratin Management System/Cnfiguratin Management Database (CMS/CMDB) Capacity Database (CDB) r Capacity Management Infrmatin System (CMIS) Knwn Errr Database (KEDB) Security Management Infrmatin System (SMIS)

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