Itil V2 - Foundation Essentials

ITIL v2 Foundation essentials ITIL history

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– A set of Best Practices – ITIL framework of processes – Standard vocabulary IT challenges The support problem Processes and procedures IT Service Management objectives Quality and the Deming cycle

Configuration Management •

Goal – Infrastructure information – Close Control the Infrastructure • Responsibilities – Plan, Identify, Control, Status Accounting, Verification & Audit – Configuration item – Categories, Attributes, Relationships, Status, History, Unique, Ref. No. – CMDB: Scope and Detail – Baseline Configuration Management supports all other processes and it is more than assets register Service Desk •

Goal – SPOC – Facilitate Service Restoration – Deliver support to meet Service Level Agreements (business goals) – Support Changes, generate reports, communicate and promote Services • Responsibilities – Receive, record and track calls – Escalation and referral • Incident lifecycle Management • Types and structures of Service Desk Always remember: Service Desk is a function not a process

Incident Management •

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Goals – Restore service ASAP whilst minimizing impact – Ensure to meet Service Level Agreements Responsibilities – Incident detection, recording – Classification, initial support – Investigation, diagnosis – Resolution and recovery. Incident closure – Incident Control – Incident Ownership, monitor, track & communication Incident Lifecycle Management Classification – Priority, Category and Incident Matching

Problem Management •

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Goals – Reduce to minimum impact of Incidents and Problems – Prevent Incidents recurrence – Improved use of resources Responsibilities – Problem Control – Error Control – Assist with Major Incidents – Proactive Prevention – Management Information – Complete Major Problem Reviews Reactive to Proactive – Stop problems from Occurring / Recurring

Change Management • •

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Goals – Approve changes with an acceptable level of risk and cost Responsibilities – Manage the process: accept, filter and record RFCs; assess impact, cost, benefit and risk; justification and approval; manage and coordinate implementation; chair CAB and CAB/EC; monitoring and reporting; review and closure CAB and CAB/EC – Membership – Advisory role – Assess impact, urgency and resources – Urgent changes Urgency/Priority/Impact

Process always ends with a change review (PIR – Post Implementation Review) Release Management •

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Plan, oversee rollout of releases; design & implement, distribution & installation procedures; ensure sw and hw changes are traceable, work closely with configuration and Change Management Responsibilities – DSL and DHS; release plans and policies, build release, testing, acceptance, sign off, manage release, distribute and install sw and hw, audits, communication and training Releases and version control Release Management – Operational; Change Management – Control; Configuration Management - Administration

Service Level Management •

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Goals – Improve service quality – Measurable service levels – Balance between customer demand and services capabilities Responsibilities – CRM - Customer Relationship Manager – Service Catalogue – Service Level Requirements; Negotiate, prepare & monitor agreements, Service Level Agreements (SLA), Operational Level Agreements (OLA) and Underpinning Contracts (UC) – Service Improvement/Quality plans (SIP) Minimum requirements for an agreement – Period, service description, availability, response times, signature

Capacity Management • •

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Goals – Right amount, right time, efficiently and cost effectively Sub-Processes – Business Capacity Management – Service Capacity Management – Resources Capacity Management Activities – Demand Management – Performance Management – Capacity Planning – Capacity Database

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Sizing Monitoring

Availability Management •

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Goals – Plan and Manage availability – Guarantee CIs are supported by internal or external contracts – Propose changes to prevent loss of service Responsibilities – Predict and design availability and security – Availability Plan – Monitor availability levels in order to meet Service Level Agreements (SLAs) and Operational Agreements (OLAs) Assessing RISK – CRAMM Availability calculation – MTBSI – MTTR – MTBF

IT Service Continuity Management • • •

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Support business services in case of disaster Part of Service Planning & Design The IT Service Continuity Plan – Controlled guidance to fast and controlled recovery – Restrict access – Contents (Admin, Infrastructure, People, Return to normal) – Options (Cold, Warm & Hot Standby) – Regular testing Roles and Responsibilities

Financial Management for IT Services •

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Budgeting & IT Accounting – Know and understand costs – Need to manage changes with low level of risk – Cost units – Cost types Charging – Determine IT charges to SLA – Influence customer behaviour Considerations – Cost estimation, planning, budgeting and decision making are done with minimized risk

Security Management • •

Security Consideration CIA – Confidentiality, Integrity, Accessibly