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ITIL (Tips (Business processes not IT, Knowledge (One Service KMS) >…

- - - - Warning
        
        approaching threshold / correlation
        
        can still take action
      - Informational
        
        regular operations
      - Exception
  - - - Major incident s.b separate process
      - log every one
  - - - Make use of existing processes
    - - Facilities Mgmt.
      - Operational control / measurement
    - - Local - same office as users
      - Centralised - support calls all in the same office
      - Virtualised - support calls all routed to central place
      - Follow the sun - by the operating hours of different resources
- - - - Business Cases
      - Priorities
      - SWOT
    - - Customer only sees this
      - Cost
      - Defines what is in catalogue
    - - Retired services
  - - - What you have brought
    - - How much you plan to spend
    - - Chargeback / Internal costs
- - - - Improve capability
      - Internal experience
      - Academic research
      - Standards
  - - - Process enablers
        
        Resources
        
        Infrastructure
        
        Finances
        
        Applications
        
        Information
        
        Capabilities
        
        Management
        
        Org structures
        
        Process
        
        Knowledge
      - Process
        
        Activities
        
        Metrics
        
        Procedures
        
        Work Instructions
        
        Roles
        
        Process Mgr
        
        Plan / coordinate / manage resources
        
        Appoint to roles
        
        Monitoring & reporting
        
        Improvement opportunities
        
        Process Practitioner
        
        Contribute to parts of a process
        
        Correct inputs / outputs / interfaces
        
        Service Owner
        
        Initiation, transition, on-going maintenance / support of particular service
        
        Accountable for delivery of service
        
        Improvements
      - Process control
        
        Owner
        
        Fit-for-purpose / as agreed / sponsorship / promotion / documentation
        
        Documentation
        
        Policy
        
        Objectives
        
        Feedback
  - - - Responsibilities & practices - Board & Exec
    - - Promote corporate fairness, transparency & accountability
    - - Within Service Strategy
      - Set by IT Service Provider
  - - - Perceptions
      - Business Outcomes
      - Preferences
      - Characteristics
        
        Defined by customer
        
        Affordable mix features
        
        Achievement objectives
        
        Time & circumstances
      - Creation
        
        Utility - fit for purpose (OR)
        
        Purpose
        
        Removes constraint
        
        Warranty - fit for use (AND)
        
        Availability
        
        Capacity
        
        Continuity
        
        Security
- - - - Focused on SLA
        
        Service - all customers
        
        Multi-level - customer, corporate, service
        
        Customer - specific customer grouop
      - Tactical / operational
      - Only discusses warranty
      - Show customer the menu (Service Catalogue); 2. Take down what they want (Service Level Reqs); 3. Technical (OLA) ; 4. Underpinning Contract (Supplier); 5. SLA agreed
      - Service Improvement Plan - deals with issues to keep promise. focused on SLA.
      - Service Reporting
        
        Resource reqs
        
        RAG / SLAM reporting
        
        Service review meetings
        
        Immediately after SLA accepted
      - AGREEMENT / FEEDBACK
    - - CONTRACT
      - Management that supports provision of services - value for money
      - Types
        
        Operational
        
        Tactical
        
        Strategic
        
        Commodity
      - Who - IT & 3rd party- Supplier Mgmt.; Else - Service Level Mgmt.
      - System - Supplier & Contract Mgmt Info System
      - Process - Strategy & Policy > New reqs > Evaluation > Establishment > Mgmt > Renewal/ transition > Maintenance SCMIS
    - - Current services
      - Easy to read / use
      - How do we make this happen
        (design, build, maintain catalogue)
        
        Technical View - what is required to deliver this service
        
        Business View - business process & service
        
        Link to business patterns
    - - Capacity
        
        Maximum available
        
        Needs driven by what you are going to do - value / excess
        
        Sub-processes
        
        Business CM - future - (needs / plans > reqs)
        
        Service Capacity Mgmt - live services - mgmt, control & prediction
        
        Component CM
        
        Indiv. components w/i a service
        
        Identifies what events need to be managed by Ops
      - Continuity
        
        Business Continuity Mgmt (BCM)
        
        Technical & service facilities resumed when required / agreed timescales - how to respond in a disaster
        
        Short term solution if disaster takes place - abnormal conditions
        
        BCM Process
        
        Other areas i.e. business
        
        IT Service Continuity Mgmt (ITSCM) - identifies key services
      - Availability (ARrMSs VBP)
        
        Yes / No
        
        Perform agreed function (to agreed plans)
        
        Dimensions
        
        Availability
        
        Perform when required
        
        Reliability
        
        Perform w/o interruption
        
        Maintainability
        
        Speed to restore after failure
        
        Serviceability
        
        Ability third party supplier to meet terms of Contract
        
        Vital Business Function (VBF)
        
        How critical to business to perform their processes
        
        (Security)
        
        Is it secure?
      - Security (CIA)
        
        Confidentiality
        
        Integrity - true & correct
        
        Availability - when you need it
        
        Plan > Implement Controls > Evaluate > Maintain > Control
        
        Tell them what the rules are
  - - - Requirements
      - Service design
      - Org Readiness Assessment
      - Service Lifecycle Plan
      - Service Acceptance Criteria
- - - - security
      - continuity
      - change
      - availability
    - - Asset
      - Threat
      - V????
- - - - configuration
        
        anything that you would like to control - needs to consider relationships between assets (configuration item)
      - Asset
      - provides view of what it looks like today (baseline) - keep pic / snapshot.
      - Process - Plan > Identification Info - Physical / logical > Control > Status Accounting > Verification & Audit
    - - control focused. all changes need to be approved
      - Standard
        
        approved method > goes to Ops
        
        low cost, low risk, well understood
      - Normal
        
        Reduce risk - half of work is pre-defined and understood
        
        Not pre-approved - neither standard or normal
        
        Minor
        
        Significant
        
        Major
      - Emergency
        
        Cannot wait / be delayed
        
        High risk
      - sizes
        
        minor
        
        significant
        
        major
        
        these need a new / updated service design package
      - change to what it was yesterday (not in the SDP)