Please enable JavaScript.
Coggle requires JavaScript to display documents.
1, 5 (Principle, Function, Service Asset and Configuration Management…
Benefit
Increasing user and customer satisfaction
Increasing availability of services
Better decision making
Improving time to market
Financial Saving
Description
ITIL is a general framework that describes Best Practices for IT management services
Core
Service Strategy
Service Design
Continual Service Improvement
Service Transition
Service Operation
History
The second version of ITIL was published between 2000 and 2004.
ITIL V2 was replaced by the third enhanced and consolidated version of ITIL in 2007
ITIL was published between 1989 and 1995
Function
Service Transition delivers this by receiving the Service Design Package from the Service Design stage and delivering into the operational stage every necessary element required for ongoing operation and support of that service.
The role of Service Transition is to deliver services that are required by the business into operational use.
Principle
Anticipating and managing ‘course corrections’
Supporting knowledge transfer, decision support and re-use of processes, systems and other elements
Establishing a formal policy and common framework for implementation of all required changes
Ensuring involvement of Service Transition and Service Transition requirements throughout the service lifecycle.
Understanding all services, their utility and warranties
Change Management
Change Management ensures that changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner.
Service Asset and Configuration Management (SACM)
To manage large and complex IT services and infrastructures, SACM requires the use of a supporting system known as the Configuration Management System (CMS).
The purpose of SACM is to identify, control and account for service assets and configuration items (CI), protecting and ensuring their integrity across the service lifecycle
Knowledge Management
The purpose of Knowledge Management is to ensure that the right person has the right knowledge, at the right time to deliver and support the services required by the business
Transition Planning and Support
plan and coordinate resources to ensure that the requirements of Service Strategy encoded in Service Design are effectively realized in Service Operations
Release and Deployment Management
The goal of the Release and Deployment Management process is to assemble and position all aspects of services into production and establish effective use of new or changed services
Service Validation and Testing
Successful testing depends on understanding the service holistically – how it will be used and the way it is constructed.
Evaluation
Evaluation considers the input to Service Transition, addressing the relevance of the service design, the transition approach itself, and the suitability of the new or changed service for the actual operational and business environments encountered and expected.
Ensuring that the service will be useful to the business is central to successful Service Transition and this extends into ensuring that the service will continue to be relevant by establishing appropriate metrics and measurement techniques.
Service Value
Service Utility
Service Warranty
Keyword
Customer
Value Creation
from Service
4P of Service Strategy
Perspective
Position
Plan
Pattern
Type of Service Provider
Type III: operates as an external service provider serving several external customers
Type II: serving many business units in the same organization
Type I: exists in an organization solely to provide services to a particular business unit
Service Management as
a Strategic Asset
The use of ITIL to transform Service Management capabilities as a strategic asset
Service Provider Models
Managed Service
Shared Service
Utility
Service Portfolio
Management
Define
Analyze
Approve
Charter
Important Positions & Functions
in the Service Strategy
Business Relationship Manager (BRM)
Product Manager (PM)
Sourcing Chief Officer (CSO)
Function
Deliver agreed levels of service
Manage the applications, technology and infrastructure
Deliver value to the business
Balance that must be maintained
Internal IT view versus external business view
Stability versus responsiveness
Quality of service versus cost of service
Reactive versus proactive activities
Event Management Process
An event is a change of state that has significance for the management of a configuration item or IT service.
Incident Management Process
Incident is an “unplanned interruption to an IT service, or a reduction in the quality of an IT service.”
Request Fulfillment Process
A request from a user for information or advice, or a standard change, or access to an IT service
Access Management Process
The purpose of the Access Management process is to provide the rights for users to be able to access a service or group of services, while preventing access to non-authorized users.
Problem Management Process
A problem is a cause of one or more incidents.
The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation.
Common Service Operation Activities
Monitoring and control
Console management/operations bridge
Management of the infrastructure
Target
Design services to meet agreed business outcomes
Design processes to support the service lifecycle
Identify and manage risks
Design secure and resilient IT infrastructures, environments, applications and data / information resources and capability
Produce and maintain plans, processes, policies, standards, architectures, frameworks and documents
Develop skills and capability within IT
Contribute to the overall improvement in IT service quality
Definition
The design of appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet current and future agreed business requirements
4P of Service Design
People
Product
Process
Partner
Contain of Service Design Package
Business requirement
Service applicability
Service contacts
Functional requirements
Service level requirements
Operational management requirements
Service design topology
Organizational readiness assessment
Risk management
Skills required
Testing Policy
Transition Plan
Operational acceptance plan
Service acceptance criteria schedule
Communication plan
Reports
Solution
Successful CSI must be embedded within the organizational culture and become a routine activity.
Problem
When the issue is resolved the concept is promptly forgotten until the next major failure occurs
Definition
Continual Service Improvement (CSI) is concerned with maintaining value for customers through the continual evaluation and improvement of the quality of services and the overall maturity of the ITSM service lifecycle and underlying processes.
Process
Define what you should measure
Define what you can measure
Gather the data
Process the data
Analyze the data
Present and use the information
Implement corrective action
