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ITIL (Service Strategy (Covers 5 processes (Strategy management for IT…

- - - - Defining and managing the strategy for IT in the enterprise
    - - Management of investments, projects, and activities of IT
    - - Give accurate and cost effective stewardship of IT assets and resources
    - - Forecast, plan, and manage the demand for products and services
    - - Understand, define, and support inter-business activities related to business networking
- - - - Ensure Configuration Items/Services are constantly monitored
    - - Manage the lifecycle of incidents to return IT services to users ASAP
    - - Fulfill Service Requests, such as standard changes, or requests for information
    - - Grant right to service only to authorized users. Also known as Rights/Identity Management
    - - Manage Problem lifecycle. Prevent incidents from happening and minimize the impact of unpreventable incidents.
    - - Monitor and Control IT services and underlying infrastructure. The use of job scheduling, backup/restore activities, print/output management, and routine maintenance
    - - Manage the IT infrastructure physical environment, such as power, cooling, building access, and environment monitoring
    - - Managing application lifecycle
    - - Technical expertise/support for IT infrastructure management
- - - - Maintaining and producing the service catalog and ensure that it contains accurate details/dependencies/interfaces
      - Included information
        
        Ordering and Request Process
        
        Prices
        
        Deliverables
        
        Contact Points
    - - Provides continual identification, monitoring, and review of IT services specified in the Service Level Agreement, Operation Level Agreements, and Underpinning Contracts/
      - This step is responsible for 3 main items
        
        Ensuring delivery aspects of IT services
        
        Liaison between Availability Management, Capacity Management, Incident Management, and Problem Management to ensure that the required levels/quality of service are achieved with agreed upon resources
        
        Ensure appropriate IT service continuity to support business requirements
    - - Sustaining IT service-availability in order to support the business at a justifiable cost.
      - Addressing the ability of an
        IT component to perform in these areas
        
        Reliability
        
        Ability to perform at an agreed level of described conditions
        
        Maintainability
        
        Ability to remain in or be restored to operational state
        
        Serviceability
        
        Ability of supplier to maintain the availability of component/function under contract
        
        Resilience
        
        Redundancy
        
        Security
        
        Confidentiality, Integrity, and Availability (CIA) of any data
    - - Support the optimum cost-effective provision of IT services by helping to match IT resources to business demands. There is a focus on strategic capacity, personnel capacity, system capacity, and component/tactical capacity
      - High-level activities
        
        Application sizing
        
        Workload Management
        
        Demand Management
        
        Modeling
        
        Capacity planning
        
        Resource Management
        
        Performance management
    - - Process of creating and managing plans to ensure IT services can recover and continue even after a serious incident occurs (Reactive and Proactive measures).
      - Has the following 5 steps
        
        Conducts a Business Impact Analysis to evaluate activity recovery priority
        
        Detect Assets, Threats, Vulnerabilities, and Countermeasures for each service through Risk Assessment/Risk Analysis
        
        Evaluate options for recovery
        
        Create a Contingency Plan
        
        Test, Review, and Revise plan regularly
    - - Structured fitting of InfoSec in the
        management organization to ensure
        adequate information security.
        
        Protect information assets
        against risks and maintain value
      - Ensuring information asset Confidentiality, Integrity, and Availability as well as Authenticity, Accountability, Non-Repudiation, and Reliability
    - - Obtain value for money from suppliers and contracts
      - Ensures that underpinning contracts/agreements align with business needs, Service Level Agreements and Reuirements
- - - - Ensure that standardized methods/procedures are used for efficient handling of all changes.
      - Main aims include
        
        Minimal disruption of services
        
        Reduction in back-out activites
        
        Economic use of resources involved in change
      - Common terminology
        
        Change: addition, modification, or removal of CIs
        
        Request for Change (RFC) or Change Requests (CR): Form used to record details of a change requests
        
        Forward Schedule of Changes (FSC): Schedule of coming changes
      - Three types of changes
        
        Standard
        
        Normal
        
        Urgent/Emergency
    - - Focused on maintaining information/configurations
        about Configuration Items/Assets
        required to deliver IT services
      - Management and traceability of every
        aspect of configuration from
        beginning to end, including:
        
        Identification
        
        Planning
        
        Change Control
        
        Change Management
        
        Release Management
        
        Release Management
        
        Maintenance
    - - Release management focuses on the protection of live environment and its services through procedures and chacks
      - Deployment management is the deployment process for platform-independent and automated distribution of software and hardware, including license controls across the entire IT infrastructure
      - Goals
        
        Planning/Rollout of software
        
        Designing/Implementing procedures for the distribution/installation of changes
        
        Effective communication/management expectations of the customer during planning/rollout of new releases
        
        Controlling the distribution/installation of changes
      - Release Categories
        
        Major software/hardware releases/upgrades
        
        Minor software/hardware releases or upgrades
      - Release Unit Divisions
        
        Delta release: Only part of the software has changed
        
        Full release: Entire software program deployed (new version of existing application
        
        Packaged release: Combination of many changes
    - - Ensure that deployed releases and
        the resulting services meet customer expectations
    - - assess major Changes before those changes are allowed to proceed
    - - Gather, analyze, store, and share knowledge/information within the organization in order to improve efficiency by reducing the need for knowledge rediscovery
- - - - To review business/infrastructure services regularly. Used to improve service quality where necessary and identify more economical way of providing a service
    - - Evaluate the processes on a regular basis, such as unreached process metrics, regular benchmarking, audits, maturity assessments, and reviews
    - - Define specific initiatives to improve services/processes based on service/process reviews/evaluations
    - - Verify if improvement initiatives are proceeding correctly and introduce corrective measures where necessary