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The ITIL Practices ITIL-4-ITIL-management-practices - Coggle Diagram

- - - - A suitable tool should be used to store and provide links to configuration items, changes, problems, known errors, and other knowledge to enable quick and efficient diagnosis and recovery
    - - symptoms, business impact, configuration items affected, actions completed, and actions planned
      - The updates should have a timestamp and information about the people involved
  - - - Support team
        
        The routing is based on the incident category, which should help to identify the correct team
      - Service desk
      - Suppliers or partners
      - Users self-help
      - Temporary cross-functional team
        
        Complex incidents and all major incidents often require a temporary team to work together to identify the resolution
      - Disaster recovery
        
        Disaster Recover Plans
        
        A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a predisaster condition, considering the four dimensions of service management.
    - - A technique to help manage incidents.
      - This involves many different stakeholders working together initially, until it becomes clear which of them is best placed to continue and which can move on to other tasks
- - - - look at working holistically and ensuring improvements are not only designed well, but applied effectively
    - - focus on making improvement incrementally
    - - provide perspectives on the elimination of waste
  - - - Continual improvement should be included in job descriptions and objectives of every employee
    - - Leaders should exhibit commitment to continual improvement and embed it into the attitudes, behavior, and culture of the organization
    - - Dedicated team to lead continual improvement efforts and guide/ mentor others in the organization
    - - Contract should include how the partners and suppliers measure, report, and improve
- - - - Approval
      - Fulfillment
      - Initiation
      - Management
- - - - Authorizing/Consenting changes to proceed
      - Managing/Handling the change schedule
      - Ensuring/Confirming that risks have been properly measuresd
  - - - Manages the people aspects of changes
      - Ensures that improvements and organizational transformation initiatives are implemented successfully
    - - Focusses on changes in products and services
      - Balances the need to make beneficial changes that deliver additional value with the need to protect customers and users from the adverse effect of changes
  - - - Can be implemented without the need of additional authorization
        
        Example
        
        Updating of a virus software
        
        Adding or removing server memory
      - Can be service requests or operational changes
      - Low-risk, pre-authorized changes that are well-understood and fully-documented
    - - Should be scheduled and assessed following a standard process that usually includes authorization
      - Can be low-risk changes or major (high-risk) changes
        
        low-risk changes
        
        often suing automationto speed up the change
        
        high-risk changes
        
        authority may take slightly longer
        
        to ensure that the change is well planned and the risk in understood at the correct levels
    - - Must be implemented as soon as possible usually to resolve an incident.
        
        often high risk, and it's critical to ensure that all role players understand the risk to the organization
      - The process for assessment and authorization is expedited(加急) to ensure they can be implemented quickly
      - May be a separate change authority is required which includes senior managers who understand business risk
  - - - Assists in communication
      - Avoids conflicts
      - Helps to plan changes
      - Assigns resources
- - - - Ensures the organization meets the defined service levels
      - Performs service reviews
      - Establishes a shared view of the services and target service levels with customers
      - Captures and reports on service issues including performance against defined service levels
  - - - They should relate to defined outcomes. It needs to use balanced bundle of metrics, such as customer satisfaction.
      - They should replicate an agreement of engagement and discussion between the service provider and the consumer.
      - They must relate to a defined service in the service catalogue
      - They must be written in simple form
  - - - Surveys
      - Key business-related measures
- - - - Are the causes of incidents
      - Require investigation and analysis to identify the causes, develop workarounds, and recommend longer teem resolution
    - - Have an impact on users or business processes
      - Must be resolved so that the normal business activity can continue to work
  - - - Identifying a risk that an incident could recur
      - Analyzing information received from suppliers and partners
      - Detecting duplicate and recurring issues by users, service desk, and technical support staff
      - Analyzing information received from internal software developers, quality teams, and project teams
      - Performing trend analysis of incident records
    - - It's not necessary to analyze every problem, rather it is more valuable to make significant progress on the highest priority problems
      - It's necessary to analyze problems from the perspective of all four dimensions of service management- people, technology, partners, processes
      - An effective incident workaround can be considered a permanent way of dealing with a problem when resolving the problem is not feasible or cost-effective
    - - involves identifying potential permanent solutions
      - regularly re-assesses the status of know errors that have not been resolved
        
        availability and cost of permanent resolutions
        
        effectiveness of workarounds
        
        be evaluated each time a workaround is used
        
        may be improved based on the assessment
        
        overall impact on customers
    - - Change Enablement
        
        problem management initiates resolution through change control and participates in the post implementation review
        
        approving and implementing changes is out of scope for the problem management practice
      - Knowledge Management
      - Risk Management
        
        can be organized as a specific case of risk management
      - Continual improvement
        
        In some cases, solutions can be treated as improvement opportunities, so they are included in a continual improvement techniques
      - Incident Management
        
        may complement each other
        
        Example
        
        identifying the causes of an incident is a problem management activity that may lead to incident resolution
        
        may also conflict
        
        Example
        
        investigating the cause of an incident may delay actions needed to restore service
- - - - refers to any valuable component that can contribute to delivery of an IT product or service
    - - to plan and manage the lifecycle of all IT assets
      - This in return helps the organization to:
        
        Manage risks
        
        Make decisions in terms of purchase and reuse
        
        Control costs and budgets
        
        Meet regulatory/governing and contractual/promised requirements
        
        Maximize value for customers
  - - - An event can be defined as any change of state that has significance for the management of a Configuration Item (CI) or IT service. Events are typically recognized through notifications created by an IT service, CI, or monitoring tool
    - - Analyze service components
      - Record and report changes of state identified as events
      - Identify and prioritize infrastructure, services, business processes, and information security events
      - Establish the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents
      - Manage events throughout their lifecycle
  - - - Create more collaborative relationships with key supplier to uncover and realize new value and reduce risk of failure
      - Ensure that the supplier and their performance are managed appropriately to support the seamless provision of quality products and services
    - - Maintaining a supplier strategy, policy, and contract management information
      - Negotiating and agreeing contracts and arrangements
      - Creating a single point of visibility and control to ensure consistency
      - Managing relationships and contracts with internal and external suppliers
      - Managing supplier performance
  - - - To make new and changed services and features available for use
    - - A version of a service or other configuration item, or a collection of configuration items, that is made available for use
  - - - Establish and foster the links between the organization and its stakeholders at strategic and tactical levels
      - Identify, analyze, monitor, continually improve the relationships with and between stakeholders
    - - Priorities for new or changed products/services for customers are established and maintained
      - Complaints and escalations from stakeholders are managed well
      - Constructive relationship is established relationship between the organization and stakeholders
      - Products and services facilitate value creation for the service consumers and organizations
      - Needs of stakeholders are understood, and products and services are prioritized
      - Organizations facilitate value creation for all stakeholders
  - - - To ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them
    - - Any component that needs to be managed in order to deliver an IT service
  - - - Maintain information security for authenticatin and non-repudiation (不可否認)
        
        Authentication
        
        ensures that someone is who they claim to be
        
        Non-Repudiation
        
        ensures that someone can't deny that they took an action
      - Protect the information used by organizations to run their business
      - Understand and manage risks to the confidentiality, integrity and availability of information
    - - Prevention
        
        Ensures security risks do not occur
      - Detection
        
        Detecting risks that cannot be prevented
      - Correction
        
        Recovering from risks after they are detected
  - - - To move new or changed hardware, software, documentation, processes, or any other component to live environments
  - - - Mean Time Between Failures
    - - Mean Time to Restore Service
  - - - is a measure of what is achieved or delivered by a system, person, team, practice, or service