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ITIL4 Foundation (Key concepts of Service MGMT (Service relationship: a…

- - - - Each activity contributes to the value chain by transforming specific inputs into outputs
      - to convert inputs into outputs, activities use different combinations of ITIL practices
      - PLAN: the purpose of the Plan Activity is to ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all procedures and services across the organization
      - IMPROVE: the purpose is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management
      - ENGAGE: the purpose is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders
      - DESIGN & TRANSITION: the purpose is to ensure that products and services continually meet stakeholder expectations for quality, costs and time to market
      - OBTAIN & BUILD: the purpose is to ensure that service components are available when and where they are needed, and meet agreed specifications
      - DELIVER & SUPPORT: the purpose is to ensure that services are delivered and supported according to agreed specifications and stakeholders' expectations
  - - - INFORMATION SECURITY MANAGEMENT
        the purpose is to protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects such as authentication and non-repudiation
        
        Balance between
        
        Prevention
        
        Detection
        
        Correction
      - RELATIONSHIP MANAGEMENT
        the purpose is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
        Includes the identification, analysis, monitoring and continual improvement of relationship with and between stakeholders
      - SUPPLIER MANAGEMENT
        the purpose is to ensure that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. This includes creating closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure
      - CONTINUAL IMPROVEMENT
        the purpose is to align the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services
        
        Scope
        
        development of improvement methods and techniques
        
        propagation of a continual improvement culture across the organization, in alignment with the organization's overall strategy
        
        Continual Improvement Register (CIR)
    - - INCIDENT MANAGEMENT
        the purpose is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible
        Incident: an unplanned interruption to a service or reduction in the quality of a service
        
        Impact & Steps
        
        can have enormous impact on customer and user satisfaction
        
        every incident should be logged and managed via a formal process
        
        target resolution times are agreed, documented and communicated to ensure that expectations are realistic
        
        incidents are prioritized
        
        Information management
        
        information about incident should be stored in incident records in a suitable tool
        
        this tool should provide links to related CIs, changes, problems, and other knowledge to enable quick and efficient diagnosis and recovery
        
        Different scenarios
        
        users solve by themselves
        
        some incidents resolved by service desk
        
        complex incidents usually escalated to a support team
        
        escalation can be to suppliers or to partners
        
        complex incidedents often require temporary team to work together (taskforce)
        
        in some extreme cases, disaster recovery plans may be invoked
        
        Incident management
        
        usually separate processes for major incidents and for information security incidents
        
        often swarming technique is used to help manage the incidents
        
        third-party products/sevices require support agreements which align the obligations of the supplier with the commitments made by the service provider to customers
      - PROBLEM MANAGEMENT
        the purpose is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
        Problem: a cause, or potential cause, of one or more incidents
        Known error: a problem that has been analyzed but has not been resolved
        
        Incidents VS Problems
        
        incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place
        
        problems are the causes of the incidents. They require investigation, analysis, workaround development and reccomend long-term resolution
        
        3 Distinct phases
        
        Problem control
        
        should consider all contributory causes
        
        *analyse problems from the perspective of all 4 dimensions of service mgmt*
        
        Error control
        
        manage known errors, problems where initial analysis has been completed
        
        includes identification of potential permanent solutions
        
        re-assesses the status of known errors that have not been resolved
        
        Problem Identification
        identify and log problems
        
        Workaround
        a solution that reduce or eliminates the impact of an incident or problem for which a full resolution is not yet available
        
        Interfaces with other practices
        
        problem mgmt can be organized as a specific case of risk management
        
        implementation of problem resolution often is in charge of change control
        
        problem management may use information in a knowledge management system to investigate and resolve the problems
      - CHANGE CONTROL
        the purpose of the change control practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule
        Change: the addition, modification, or removal of anything that could have a direct or indirect effect on services.
        
        Scope
        defined by each organization. Tipically include all IT infrastructure, applications, documentation, processes, supplier relationships, and anything else that might directly or indirectly impact a product or service
        
        Change control vs Organizational Change Mgmt
        change control focuses on changes in products and services NOT ON PEOPLE
        
        Value added
        
        must balance the need to make changes that will deliver additional value with the need to protect customers and users from the adverse effect of changes
        
        all changes should be assessed and authorized before they are deployed
        
        Change authority
        
        the person or group who authorizes a change is a change authority
        
        there should be a change authority for each type of change to ensure that change control is efficient and effective
        
        in high-velocity organizations, it is common to decentralize change approval
        
        Change types
        
        Standard: low-risk, pre-authorized
        
        Normal: scheduled, assessed, authorized
        
        Emergency: as soon as possible, authorization is expedited
      - IT ASSET MANAGEMENT
        the purpose is to plan and manage the full lifecycle of all IT assets, to help the organization:
        
        maximize value
        
        control costs
        
        manage risks
        
        support decision-making about purchase, re-use, and retirement of assets
        
        meet regulatory and contractual requirements
        
        IT Asset: any financially valuable component that can contribute to the delivery of an IT product or service
        
        Type of assets
        
        hardware
        
        software
        
        cloud-based
        
        client
      - MONITORING & EVENT MANAGEMENT
        the purpose is to systematically observe services and service components, and record and report selected changes of state identified as events.
        Identifies and prioritizes infrastructure, services, business processes, and information security events, and establishes the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.*
        Event: any change of state that has significance for the management of a service or other configuration item (CI). Events are tipically recognized through notifications created by an IT service, CI, or monitoring tool
      - RELEASE MANAGEMENT
        the purpose is to make new and changed services and features available for use
      - SERVICE CONFIGURATION MANAGEMENT
        the purpose is 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
        Configuration Item: any component that need to be managed in order to deliver an IT service
      - SERVICE DESK
        purpose is to capture demand for incident resolution and service requests.
        Should be also the entry point and single point of contact for the service with all of its users.
        Provide a clear path for users to report issues, queries, and requests, and have them ackwnoledged, classified, owned and actioned
        
        Automation
        
        support for people and business
        
        self-service logging and resolution via online portals and mobile
        
        Escalation & underpinning
        
        there will be always issues that need escalation
        
        service desk has a major influence on user experience
        
        support and dev team need to work in close collaboration
        
        Understanding the wider context
        
        service desk should be the empathetic and informed link between the service provider and its users
      - SERVICE LEVEL MANAGEMENT
        the purpose is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets
        Involves the definition, documentation and active management of service levels
        
        Business value
        
        service level management provides the end-to-end visibility of the organization's services
        
        establishes a shared view of the services and target service levels
        
        ensures the organization meets the defined service levels
        
        performs service reviews
        
        captures and reports on service issues
        
        Service Level Agreement (SLA)
        a documented agreement between a service provider and a customer that identifies both services required and the expected level of service
        
        Challenges
        
        must be related to a defined service in the service catalogue
        
        should relate to defined outcomes
        
        should relfect an agreement
        
        must be easy to understand
        
        Engage & Listen
        
        Information sources
        
        customer engagement
        
        customer feedback (surveys, key-business-related measures)
        
        operational metrics
        
        business metrics
      - SERVICE REQUEST MANAGEMENT
        the purpose is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
        Service request: a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of a service delivery
    - - DEPLOYMENT MANAGEMENT
        the purpose is to move new or changed hardware, software, documentation, processes, or any other component to live environments (production, testing or staging)
- - - - Value stream: a series of steps an organization undertakes to create and deliver products and services to consumers
      - Process: a set of interrelated or interacting activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs.
        Processes define the sequence of actions and their dependencies
- - - - Customer: a person who defines the requirements for a service and takes responsability for the outcomes of service consumption
      - User: a person who uses services
      - Sponsor: a person who authorizes budget for service consumption