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ITIL Books
                                                                                                                                                                                                                   Models
                                                                                                                                                                                          Fixed Components
                                                                                                                                                                                                                   Organisations
                                                                                                                                                    Information Technology
                                                                                            Generic framework to manage IT                          Infrastructure Library (ITIL)                                  Certification Exams
                                                                                            infrastructure and services.
                                                                                                                                                                                                                      Consultants
                                                                                                                                                                                          Variable Components         Trainers
details the process of planning and managing a defined level of security for information                                                                                                                              Suppliers
and IT services, including all aspects associated with reaction to security Incidents. It     Security Management:
also includes the assessment and management of risks and vulnerabilities, and the
                                                                                                                                                                                    covers the processes required for the planning and delivery of
implementation of cost justifiable countermeasures.                                                                                                      Service Delivery:          quality IT services and looks at the longer term processes
                                                                                                                                                                                    associate with improving the quality of IT services delivered.




    provides advice and guidance to help IT personnel to                                                                                                   Service Support:           describes the processes associated with the day-to day support and
                                                                                                                                                                                      maintenance activities associated with the provision of IT services
    understand how they can contribute to the business                The Business Perspective:                              Core of ITIL
    objectives and how their roles and services can be better
    aligned and exploited to maximise that contribution.                                                                      06/03/2005 - v4        ICT Infrastructure             covers all aspects of ICT Infrastructure Management from
                                                                                                                                                     Management (ICT IM):           identification of business requirements through the tendering
                                                                                                                                                                                    process, to the testing, installation, deployment, and ongoing
                                                                                                                                                                                    operation and optimisation of the ICT components and IT services.
          describes how to manage applications from the initial business need, through all
          stages in the application lifecycle, up to and including retirement. It places
          emphasis on ensuring that IT projects and strategies are tightly aligned with          Application Management:                                                     examines the issues and tasks involved in planning, implementing
                                                                                                                                                Planning to Implement
          those of the business throughout the application lifecycle, to ensure that the                                                                                     and improving Service Management processes within an
          business obtains best value from its investment.                                                                                      Service Management:          organisation. It also addresses the issues associated with
                                                                                                                                                                             addressing Cultural and Organisational Change, the development of
                                                                                                                                                                             a vision and strategy and the most appropriate method of approach.
Good IT infrastructure in terms of
                                                                      tools and technology
                                                                 Well defined organisation mission,                                                                               Service management is a methodical approach to delivering services
                                                                 objectives and policies                         Success(13)                                                      by structuring the firms relationships with its internal customers and                                                                      Providing high quality, reliable
                                                                      Competent and trained people to                                                                  What (2)   multiple service providers to ensure business objectives are met.                         The main objective of ITSM is to                  and cost effective services
                                                                      improve the service culture                                                                                 A service level and a cost target                                                         ensure that the IT services are                   Maintaining effective IT
                                                                 Effective and efficient ITSM process                                                                             combine to define an SLA
                                                                                                                                                                                                                                                                            aligned to the business needs (5)                 customer-supplier relationships
                                                                              Mission Statement                                                                                                                                                                                                                               Continuously improving the quality of IT services
                                                                                                           Organisational
                                                                           Strategies & Policies           Considerations (15)                                                                                                                                                                                                Using the IT services effectively to meet the
                                                                                                                                                                                                                                                                                                                              current and changing business requirements
                                                                                      Objectives

                                                  Productivity enhancement of the IT
                                                  staff by increasing their skill levels                                                                                                                                                                                                                 Enhanced Quality of business
                                      Better communication between IT departments               Organisational Culture (16)                                                                                                                                                                              operations by ensuring IT services
                                                                                                (Shared values)                                                                                                                                                                                          support business processes
                               Shift from a product culture towards a service culture
                                                                                                                                                                                                                                                                               Business Benefits         Improved Working Relationships between
                                                      Improvement of the relationships                                                                                                                                                                                                                   customers and IT service organisation
                                                      between users and IT specialists
                                                                                                                                                                                                                                                                                                         Increased Productivity of
         A logically related set of activities needs to be defined.         Organisation should have a                                                                                                                                                                                                   business and customer staff
                          Activities to be measured at every                process orientated approach to                                                                                                                                                                                                                           implemented changes
                          stage to ensure the objectives are met            facilitate changes (17)
                                                                                                                                                                                                                                                                               Financial Benefits        Cost justification for      estimated capacity requirements
                          If targets are not achieved, org should                                                                Organisational
                                                                                                                                                                                                                                                                                                                                     planned IT services continuity expenditure
                          modify its plans and policies                                                                          Approach to
                                          What is the objective of the process                                                   ITSM (12)                                                                                                                                                                 Clear understanding of required IT services for
     Vision and business objective                                                                                                                                                                                      ITSM has the following benefits (6)
                                                                                                                                                                                                                                                                                                           better Delivery
                                  What is the expected results of the process                                                                                                                                                                                                                              Increased flexibility and adaptability of IT services
             Assessments                                                                                                                                                                                                                                                       Innovation Benefits
                                                                                             Process                                                                                                                                                                                                       to coexist with each other
                               What are the criteria to determine whether the                Questions (18)
                               process has delivered the desired results                                                                           IT Service                                                                                                                                              Improved ability to recognised and adapt
 Process improvements                                                                                                                                                                                                                                                                                      to changing business trends
                                                                                                                                                  Management
                                       What is the impact of the output of the
                                                                                                                                                                                                                                                                                                          Increased productivity of IT staff
                        Metrics        process on other processes
                                                                                                                                                                                                                                                                                                          Increased transparency between
   Each process has a clear objective and is defined through a series of activities                                  Process                                                                                                                                                   Employee Benefits          management and employees of the firm
                                                                                                                                                                                                                                                                                                          leading to highly motivated staff
                                      Each activity has a defined input and output
                                                                                              Processes(19)                                                                                                                                                                                               Better motivated staff through
       Activities are executed using a set of procedures and working instructions                                                                                                                                                                                                                         improved job satisfaction
  Responsibility of executing these procedures is assigned to appropriate role(s)

Responsible for results/output of the process. Defines                                                                                                                            Quality is defined by 'all the characteristics of a product or service that has
                                                                Process Owner                                                                                                     the ability to satisfy the stated and implied needs of the customer'(26)
the activities in the process and determines that the
actual performance matches the expected results                                                                                                                                                                 Overall quality of the service is determined by the effectiveness of its
                                                                                                                                                                                                                component processes
 Responsible for structuring the process - controls
                                                                                         Process Roles (20)                                                                                                     These component processes form a chain of activities that need to
 the day to day activities and operations. Also               Process Manager                                                                                                     Principles of Quality(29)
                                                                                                                                                                                                                be well coordinated to deliver consistent quality.
 generates the reports to help the process owner in
 comparing actual and expected results.                                                                                                                                                                         Control and coordinate these activates the following principles should be
                                                                                                                                                                                                                applied: Quality Management, Quality Assurance and Quality Systems
  Responsible for executing the defined activities.         Process Operatives                                                                                                                                                       Principle involves the cost effective and systematic management of all the
  Report to the process manager
                                                                                                                                                                                                                                     organisational activities such as design, development and implementation
                                                                                                                                                                                                                                     Aim is to direct these activities to efficiently meet
                                                                                                                                                                                                   Quality Management(30)
                                                                                                                                                                                                                                     the organisational and user requirements
                                                                                                                                                                                                                                     Specifies continuous identification, modification and
                                                                                                                                                                                                                                     implementation of the quality improvement activities
                                                                                                                                                                                                                                                                                             Procedures help the organisations to ensure that
          In hierarchically structured firms the departments,                                                                                                                                                                    Principles specify the complete set of measures             the IT services continuously and consistently
                                                                          Department Orientated
          processes and tasks are usually based on specific                                                                                                                                        Quality Assurance(31)         and procedures for ensuring quality.                        fulfil the expectations of the customer
          customers, products, disciplines or regions.                                                     Two Approaches to Delivering                                                                                                                                                      Measures help in identifying the improvement
                                                                                                           Service(22)                                                                                                                                                                       steps needed to enhance service quality.
         In process orientated firms several departments together                                                                                           Quality within ITSM
         perform different activities of one process. Roles and               Process Orientated                                                                                                                                                                    Quality Requirements
         responsibilities are assigned according to the activities                                                                                                                                                             Principles specify the               Steps for meeting these requirements
         defined to deliver a particular service.                                                                                                                                                                              organisation wide processes
                                                                                                                                                                                                                                                                    Procedures for improving the quality standards
                                                                                                                                                                                  Principles       Quality Systems(32)
                                                                                                                                                                                                                                                                    Methods for assuring the service quality levels

                                                                                                                                                                                                                               Principle defines the responsibilities, procedures and
                                                                                                                                                                                                                               resources required to implement quality management


                                                                                                                                                                                                                                                                      Plan
                                                                                                                                                                                                                                                                      Do
                                                                                                                                                                                                                                            Deming Circle(34)
                                                                                                                                                                                                                                                                      Check
                                                                                                                                                                                                                                                                      Act
                                                                                                                                                                                                   Quality Improvement Tools(33)


                                                                                                                                                                                                                                                                                      Model is used to determine the
                                                                                                                                                                                                                                            European Foundation for Quality
                                                                                                                                                                                                                                                                                      maturity of the organisation
                                                                                                                                                                                                                                            Management (EFQM) Model(35)
                                                                                                                                                                                                                                                                                      Organisational maturity is defined by
                                                                                                                                                                                                                                                                                      the levels of:
1. Objectives
                                                                 2. Benefits to the IT Organisation
                                                                                            3. Concepts
                                                                               Input
                                                                             Output          4. Process
                                                                           Activities

                                                                                               5. Roles       Model
Demonstrates the relationships
                                     SEMI Model        6. Relationships with other ITIL Processes
and interrelationships between all
of the ITIL processes
                                                                                        7. Bottlenecks
                                                                                               8. KPI'S
                                                                         9. Critical Success Factors                                          Service
                                                                                                                                            Management


   Covers the processes required for the planning and delivery of quality IT services and looks at                                                                          Describes the processes associated with the day-to-day support
   longer term processes for improving the quality of IT services delivered                                                                                                 and maintenance activities for the provision of IT services
                                                                                                               Capacity                                                       Service
                                           Aims to consistently provide the required IT                                                                                                        This function facilitates quick resolution
                                                                                                              Management                                                    Desk (SD)
                                           resources at an acceptable cost and in line with the                                                                                                of user queries by serving as a Single
                                           current and future requirements of the customer                                                                                                     Point Of Contact for the user
                                                                                                             Availability                                                     Incident
                                     Helps manage the IT resources and services and deliver                 Management_1                                                                          Helps to resolve errors that interrupt or
                                                                                                                                                                             Management
                                     the quality of service expected by the customer                                                                                                               reduce the quality of the business processes
                                                                                                                                                                                                   with minimal impact on the business
                                                                                                          Service Continuity
                                     ITSCM enables firms to continue to provide the                                                                                           Configuration
                                                                                                         Management                                                                               Database contains the relationships
                                     pre-determined and agreed level of IT services even                                                                                     Management
                                                                                                                               Service Delivery           Service Support                          of the IT components to provide
                                     after a calamity or disaster
                                                                                                                                                                                                   accurate information to the business
                                                                                                               Financial
                                                   Helps the firm plan and implement their                                                                                    Problem
                                                                                                              Management
                                                   business objectives by keeping in mind the                                                                                Management           Database contains the r-relationships of the IT
                                                   costs associated with providing each service                                                                                                    components to provide accurate info to the business
                                                                                                          Service                            Two key components               Change
                                       Bridges gap between customer requirements and                                                                                                               Standard method for implementing
                                                                                                         Level Management                                                   Management
                                       quality of service provided by firm by drafting an                                                                                                          change with minimum errors in the
                                       agreement on the services to be provided                                                                                                                    infrastructure and IT services
                                                                                                               Security                                                       Release
                                                   Bridges gap between customer requirements and                                                                                              Ensures a stable production environment by using
                                                                                                              Management                                                    Management
                                                   quality of service provided by firm by drafting an                                                                                         formal procedures and checks for implementing
                                                   agreement on the services to be provided                                                                                                   new versions of software and hardware
Users should be able to access the Service Desk
                                          Users should be encouraged
                                          to approach Service Desk                 9. Critical Success
                                    Users should be discouraged from               Factors
                                    bypassing the Service Desk
                       Users should clearly understand Service Desk                                                                                 Provide a Single Point of Contact (SPOC)
                       Function e.g. Provision of SLA, Service                                                                                      Ensure Restoration of Service
                       Catalogues, Product Catalogues etc.                                                                                          Guarantee access for all users to IT Organisation
                                                                                                                                  1. Objectives
                                       Average duration and answer time per call.                                                                   Reduce workload on other IT departments by
                                                              Average time to resolve                                                               routing only specific and relevant queries to each
                                              % of incidents resolved - first call fix        8. KPI'S                                              department
                                       Number of calls processed per workstation
                                        Total number of calls to the Service Desk
                                                                                                                                                                  SPOC reduces the time and effort spent by Users resolving issues
                                                                                                                                     2. Benefits to the IT
                                                                                                                                     Organisation                 Provides an Information source to other IT departments
                            Limited understanding of Business needs
                                                                                                                                                                  Provides Long Term Customer Retention through
                                      Inadequate investment in training                                                                                           efficiency of Service Provision
                                             Unrealistic Service Levels            7. Bottlenecks
                             Insufficient Significance attributed to the
                             Service Desk                                                                                                                                                  Cost & resource constraint
                                                                                                                                                                                           Organisation hierarchy
                                                                                                                                                                    Considerations
                                                                                                                                                                                           Expertise of service desk staff
                                     Incident Management
                                                                     6. Relationships with                                                                                                 Functional Skill of Users
                          Change/ Release Management
                                                                     other ITIL Processes
                               Configuration Management                                                                                                                                              Integrated Service Desk: Business Operations are
                               Service Level Management                                                                                                                                              part of the Overall Service Desk
                                                                                                                                                                    Centralised Service Desk         Split Function Centralised Service Desk: Business
                                                                                                                                                                                                     Service Desk/Centralised Service Desk where users
                                                                                                                       Service                                                                       can go to either Service Desk for support
Record the call - don't provide a solution - route call to
                                                                    Call centres                                      Desk (SD)
Departments e.g. automated. (Potentially no human                                                                                                                                                                       Central Point of Contact      All Users phone the SPOC. SPOC then routes the
interaction - therefore no skill required)                                                                                                                                                                                                            call to the appropriate Service desk.
       Record the call details in general terms - route                                                                                              Structure                                                                                      Deals with Queries of Local Users
       to departments - often seen as the most                                                                                                                                                                                                      Acts as a single cost centre
                                                                   Unskilled SD                                                                                     Distributed Service Desk: Multiple Service          Local Point of Contact
       efficient/cost effective SD Type - Requires
                                                                                                                                                                    Desks across various locations                                                  Interacts with Central Point of Contact for
       Standard Procedure Scripts. (Basic human
                                                                                                                                                                                                                                                    recording incidents
       interaction with script - minimal skill required)
                                                                                         5. Roles
                                                                                                                                                                                                                                         SPOC but voice activated
               Use previous experience - usually resolve
               - otherwise route call to departments                 Skilled SD                                                                                                                                         Call Centre      Routes calls to specific teams for resolution
               (human interaction, skill & experience                                                                              3. Concepts                                                                                           Provides local language benefits
               required)
                                                                                                                                                                                                Widespread Network of Service Desks
                    Have specialist knowledge of IT
                                                                                                                                                                                                Around the Clock Support
                    Infrastructure - Resolve the call                 Expert SD                                                                                     Virtual Service Desk
                    single-handedly. (Human interaction                                                                                                                                         End User is unaware of multiple Desks
                    and highly skilled individuals required)                                                                                                                                    No on-site support to Users

                                                                                                                                                                       Enhances the interaction between
                                                               Monitoring Progress                                                                                     the Service Desks and the Users.
                                                                  Providing Metrics        Objective                                                                   Tracks the users data for input
                                                             Resolving Complaints                                                                                      into the ITIL processes
                                                                                                                                                                                      CTI (Computer Telephony Integration)
                                                      Responding to User Calls
                                                                                                         4. Process                                                                   VOIP (Voice Over Internet Protocol)
                                                             Providing Info to Users                                                                 Technology
                                                                                                                                                                                      IVR (Interactive Voice Response)
                                                 Communicating with Suppliers              Activities
                                                                                                                                                                                      Internet Gateways
                                           Performing Ops Management Tasks                                                                                             Includes
                                                                                                                                                                                      Automated System Management Tools
                                                        Monitoring Infrastructure
                                                                                                                                                                                      Networking Tools
                                                                                                                                                                                      Call Forwarding Facilities Emails, Faxes,
                                                                                                                                                                                      Telephones etc
An up-to-date CMDB that is a must to estimate
        the impact and urgency of Incidents
      A Knowledge Base, which is necessary to record              9. Critical Success                                                                                       Timely Solutions to incidents
      Incidents, their solutions or workarounds                   Factors                                                                                                   Correct identification of incidents
           An automated system that is necessary for                                                                                                   1. Objectives        Monitoring of Incidents
           recording, tracking and monitoring Incidents
                                                                                                                                                                            Increased Productivity
                           Close ties with Service Level                                                                                                                    Business Management Info
                                                           Number of recorded Incidents
                                                                                                                                                                       Improved monitoring, allowing performance against
                                                  Average time to resolve the prioritized                                                                              SLAs to be accurately measured
                                                  and not prioritized Incidents
                                                                                                                                                                       Accurate recording of Incidents and service requests
                        Number of resolved Incidents per work station or per Service
                                                                                                                                                                       Elimination of lost or incorrect Incidents and service
                        Desk, within the time duration specified in the SLAs                   8. KPI'S                                                                requests
                            Percentage of Incidents resolved by the First-line support                                                      2. Benefits to the IT
                                                                                                                                            Organisation               Organized and efficient use of personnel for resolving
                                                      Average support cost per Incident                                                                                Incidents
                                  Total Incidents solved without the Support Groups                                                                                    Availability of information on IT errors for effective
                                  needing to visit the User's location                                                                                                 management

Users bypass Incident Management procedures                                                                                                                            More accurate CMDB information for ongoing
                                                                                                                                                                       audit while registering Incidents
                         Overload of Incidents
                                                                                                                                                                       Improved User and Customer satisfaction
            Increase in escalation of Incidents         7. Bottlenecks                                                           Incident
  Service Level Agreements not clearly defined                                                                                 Management                                                                                   Applications
                                                                                                                                                                                           Categories of Incidents          Hardware
          Change in culture in the organization
                                                                                                                                                                                                                            Service Requests

                          Configuration Management                                                                                                                                                                                Impact - High, Medium, Low
                              Problem Management                                                                                                                                           Criteria for solving Incidents         Urgency - High, Medium, Low
                               Change Management              6. Relationships with                                                                                 3. Concepts                                                   Priority
                          Service Level Management            other ITIL Processes                                                                                                                                  1st Line - SD, Report, Monitor, Close
                            Availability Management                                                                                                                                        Support Groups           2nd, 3rd, 4th Line - Management Department,
                              Capacity Management                                                                                                                                                                   software, architects, suppliers
                                                                         Creating Process Reports
                                        Service Desk                                                                                                                                                          Hierarchical - lack of resources or authority
                                                              Organising Management Information                                                                                            Escalation
                                             Developing and maintaining incident mgmt system              Incident Manager                                                                                    Functional - 1st line to 2nd line

                                                            Monitoring responsibility of IM support                                                                                       Incidents from different parts of the
                                                                                                                                                                          Inputs:
                                                            groups                                                                                                                        infrastructure
                                     Recording reported incidents
                                                                                                                                                                          Outputs:
                                                                                                                                                                                            Infomation about the incidents and their solutions
                              Classifying and matching incidents
                        Routing incidents to other support groups           First line & Service Desk                        5. Roles                                                       Accepting and Recording Incidents

                                              Resolving incidents                                                                                                                           Classifying Incidents and providing First-line
                                                                                                                                                                                            Support
                                         Closing solved incidents                                          Support Groups                               4. Process
                                                                                                                                                                                            Matching new Incidents with the previously
                            Handling incidents not solved by 1st line                                                                                                                       recorded Incidents
                                                                                                                                                                          Activities
                                        Investigating incident details                                                                                                                      Investigating and Diagnosing Incidents
                                                                               Other Support Groups
                                  Diagnosing the cause of incidents                                                                                                                         Resolving and Recovering Incidents
                                         Recovering solved incidents                                                                                                                        Monitoring and tracking the progress of the
                                                                                                                                                                                            Incidents
                                                                                                                                                                                            Closing the Incidents
Configuration Management Database (CMDB: Details:
                                                                                                                                                                                                Numbers, Versions, Values, Locations of IT components etc
                                                                                                                                                                                                Providing reliable and up-to-date details about
                                                                                                                                                  CM provides information about                 the IT infrastructure and services
                                                Identifying clear process objectives                                                              components of IT Infrastructure and
                                      Ensuring implementation of all stages in the                                                                helps Organisations by providing:             Managing the economic value of the IT
                                                                                                                                 1. Objectives                                                  services (customer requirements, quality, and
                                      process
                                                                                                                                                                                                costs)
                                    Deleting the existing records before                   9. Critical Success                                                                                                                                                               Effective Management of IT Components
                                    introducing the process to avoid duplicate data                                                                                                             Providing accurate information and
                                                                                           Factors                                                                                              documentation to support the other ITIL                                      Provision of High-quality Commercial Services
                                     Ensuring that the Configuration Management                                                                                                                 processes
                                     team has the required skills and attitude                                                                                                                                                                                               Effective Problem-solving
                                                                                                                                                                                                                                                                             Rapid Implementation of Changes
                                  Close coordination with the Change                                                                                                                                                                       2. Benefits to the IT
                                  Management process to ensure accuracy of the                                                                                                                                                                                               Better Control of Software and Hardware
                                  information in the CMDB                                                                                                                                                                                  Organisation
                                                                                                                                                                                                                                                                             Improved Security
           Number of unauthorised Configuration Items
                                                                                                                                                                                                                                                                             Compliance with Legal Requirements
    Number of refused RFC's as a result of incomplete
    CMDB data                                                                                                                                                                                                                                                                Effective Expenditure Planning
                                                               CI's and CMDB
                                                                                                                                                                                                                                                                             Identification of Hidden Costs
              Number of changes to CMDB per month
                                                                                                                                                                                                                                                                             Support for Other ITIL Processes
Number of unauthorised IT components detected in use
                                                                                     8. KPI'S                                                                                  Hardware and software
                      Ratio of calls resolved immediately
                                                                                                                                                                               Documentation, such as agreements,
   Average Time and cost of diagnosis and resolution of           Service Desk                                                                                                 procedures, and manuals                                                                   Hardware, Software, Network Components,
   Service Desk Calls                                                                                                                                          Scope                                                                                                     Servers, Processors, Documents, Procedures,
                                                                                                                                                                               Technical specifications                                                                  Services and other IT Components Environments
                                                                                                                                                                                                                                       CI - Configuration Items
                      Cycle Time for Change Approvals                                                                                                                          Organization charts and project plans                                                     CI's must be: Uniquely Identifiable, Changeable,
                                                                ITIL processes                                                                                                                                                                                           Manageable
                                      Wasted Licences                                                                                                                          Environment
                                                                                                                                                                                                                                                           The CI Baseline consists of
                                                                                                                 Configuration                                                                                                                             frozen CI's (CI attributes are not
                                                  Level of detail in CMDB
                                                                                                                 Management                                                                                    3. Concepts             CI Baseline         changed) ; Baseline is used for:        Configuration Audit, Release, Change, Product Catalogue,
                                                                                                                                                                                                                                                                                                   Collection of Standard CI's for costing, Testing new Configurations,
                                                          Manual Systems                                                                                                                                                                                                                           Backout Problems, Standard Supply to Users
                                                            Urgent Changes
                                               Over ambitious schedules                                                                                                                                                                CMDB - Configuration Item Information is           Component and version, CI affected by a
                                                Unrealistic Expectations         7. Bottlenecks                                                                           Information about changes in the organization                logged in the CMDB as follows                      Schedule, CI purchased by Supplier, CI history,
                                                                                                                                                             Inputs                                                                                                                       Location of CI info, Schedules for upgrading, CI
                                                    Lack of Commitment                                                                                                    Information about the new IT components                                                                         affected by a problem
                                                   Bureaucratic Process
                                                                                                                                                                           Reports to other processes and to the IT management
                                                 Isolated Implementation                                                                                     Outputs
                                                                                                                                                                           New and updated records in the CMDB
                                                             Inflexible Tools
                                                                                                                                                                                                 Defining the strategy, policy, and objectives of the process
                                         Incident Management                                                                                                                                     Analyzing the information that is available for the process
                                        Problem Management                                                                                                                  1. Planning          Identifying the tools and resources required for the process
                                        Release Management                                                                                                                                       Creating interfaces with other ITIL processes,
                                                                        6. Relationships with                                                                                                    projects, and third parties like the suppliers
                                   Service Level Management
                                                                        other ITIL Processes
                                       Financial Management                                                                                                                                           Define the scope of the Configuration
                                      Availability Management                                                                                                                                         Management process
                              Service Continuity Management                                                                                                                                           Specify the level of detail for recording the information
                                        Capacity Management                                                                                                                 2. Identification         Identify the relationships of the Configuration Items (CIs)
                                                                                                                                                                                                      Determine the depth of information that needs to be recorded
                                                                                                                                            4. Process                                                Create Naming Conventions
                                                                                                                                                                                                      Attributes
 Making proposals on the scope of Configuration Management
                                                                                                                                                             Activities
                    Planning and populating the Configuration                                                                                                               3. Status Monitoring           A status code is assigned to each of the
                    Management Database (CMDB)                                                                                                                                                             statuses for easy identification
                    Evaluating existing and implementing new
                    Configuration Management systems                                                                                                                                            Record the details of the hardware and
                                                                                                                                                                                                software in the CMDB
                 Developing identification system and naming            Configuration Manager                                                                               4. Control
                                                                                                 5. Roles                                                                                       Changes made to the IT infrastructure and IT
                 conventions for the Configuration Items (CIs)
                                                                                                                                                                                                components
                     Developing interfaces to other processes
                                                                                                                                                                                                    Automatically analyze workstations using audit tools report
                                   Creating reports and audits                                                                                                                                      on the Current situation and status of the IT infrastructure
                                                                                                                                                                            5. Verification
                 Communicating the process and conducting
                 training                                                                                                                                                                           Check and update the CMDB

                                                                                                                                                                                                  Assess the efficiency and effectiveness of the
                                                                                                                                                                                                  process
                                                                                                                                                                            6. Reporting
                                                                                                                                                                                                  Review of the expected growth of the demand of the
                                                                                                                                                                                                  process activities are scheduled on a regular basis
Detect causes of errors or Incidents in the IT
                                                                                                                                                                 infrastructure
                                                                                                                                            1. Objectives        Eliminate Problems in the IT infrastructure
                                                                                                                                                                 Provide permanent solutions to Problems
                                                                                                                                                                 Prevent the recurrence of Problems


               Manual Systems are Error Prone                                                                                                                                   In terms of IT Service Quality -
                                                      Effective Automated Incident
                                                                                                                                                                                Documents and eliminates errors
                                                      Registration System
Automated Systems save time and improve the                                                                                                     2. Benefits to the IT
quality of Service Delivery                                                                                                                                                     Reduces the number of Incidents
                                                                                                                                                Organisation
                                                                                             9. Critical Success Factors                                                        Provides permanent solutions to
                                                                   Feasible objectives                                                                                          problems in the IT Infrastructure.
                  Dedicated team required (not part-time)
                                                                                                                                                                                Higher First Line Resolution Rate
                                  Effective Coordination of Incident Resolution and
                                  Problem Prevention                                                                                                                                                   Identify the root cause of the Problem
                                                                                                                                                                      Problem Control Activities       Provide the Service Desk with information
                                                            Number of Incidents by resolving problems                                                                                                  and advice on workarounds
                                                                      Time needed to resolve problems        8. KPI'S
                                                                                                                                                                                                   Spot, monitor, and eliminate
                              Costs (people, material resources) incurred during resolving a Problem                                                     Scope
                                                                                                                                                                                                   Implement solutions as suggested Changes by
                                                                                                                                                                      Error Control Activities     following the Change Management process errors

                                        Poor link between the Incident Management                                                                                                                  Evaluate Changes to ensure effective
                                        process and the Problem Management process                                                                                                                 resolution and prevention of problems

                                    Inefficient communication of Known Errors from the           7. Bottlenecks                                                                                    Known Errors - Known Root Causes
                                    development environment to the Live environment
                                                                                                                                                                                                   Workarounds - Temporary Fixes,
                                        Lack of commitment on the management's part                                                                                                                no disruption to the Client
                                                                                                                                                                             3. Concepts           Reactive PM Activities - Finding Root
                                                 Configuration Management                                                       Problem
                                                                                                                                                                                                   Cause to aid in Permanent Solutions
                                                       Change Management                                                       Management
                                                                                    6. Relationships with                                                                                          Proactive PM Activities - Prevention
                                                      Incident Management                                                                                                                          before the errors/incidents occur
                                                                                    other ITIL Processes
                                                  Service level Management                                                                                                Incident details from the Incident Management process
                                                     Capacity Management                                                                                                  Workarounds defined by the Incident
                                                   Availability Management                                                                                                Management process

                                             Developing and maintaining the Problem                                                                                       Configuration details from the Configuration
                                             Control and Error Control processes                                                                            Inputs        Management Database (CMDB)

                                          Assessing the effectiveness of the Problem                                                                                      Details of products (hardware and software)
                                          Control and Error Control activities                                                                                            used in the IT infrastructure from the suppliers

                           Providing Problems-related information to the management                                                                                       Details about the IT infrastructure and its behaviour, for
                                                                                               Problem Manager
                                                                                                                                                                          example, registration of capacity and performance monitoring
                                                  Managing the Problem support staff
                                         Allocating resources for the support activities                                                                                    Known Errors
                                         Evaluating the effectiveness of the Proactive                                                                                      Requests for Changes (RFCs)
                                         Problem Management process                                                                                                         Up-to-date Problem records
                                                                                                                                                            Outputs
                         Identifying and recording Problems by                                                                                                              Closed Problem records for resolved Problems
                         analyzing Incident details                                                                 5. Roles
                                                                                                                                                                            Management information to help monitor the
                  Investigating Problems based on their priority                                                                                                            effectiveness of the Problem Management
                                                                                                                                                                            process
                             Submitting RFCs to remove errors           Reactive
                      Monitoring the resolution of Known Errors                                                                             4. Process                                                                   Identification and reporting
                Advising the Incident Management team about                              Support Group Personnel                                                                                                         Classifying - Category (Hardware or Software),
                workarounds and quick fixes                                                                                                                                                                              Impact, Urgency, Priority
                                                                                                                                                                                 Problem Control - Trend Analysis
                                                                                                                                                                                                                         Investigation & Diagnosing - Diagnosis by
           Identifying trends and potential sources of Problems                                                                                                                                                          recreating error in a test environment, Diagnosis
       Submitting RFCs to prevent the recurrence of Problems           Proactive                                                                                                                                         examples: Hardware, Software, Document Error,
                                                                                                                                                                                                                         Human Error, Procedural Error
Preventing the replication of Problems across multiple systems
                                                                                                                                                                                                                                           Error Identification and recording
                                                                                                                                                            Activities                                                                     Error Assessment
                                                                                                                                                                                                                                           Error Resolution recording & raising
                                                                                                                                                                                 Error Control - Monitoring Known Errors and RFC's
                                                                                                                                                                                                                                           RCFs
                                                                                                                                                                                                                                           Error Closure
                                                                                                                                                                                                                                           Problem/error resolution monitoring

                                                                                                                                                                                                                                    Incident Management team
                                                                                                                                                                                 Providing Information - Solution to Problems       Service Desk
                                                                                                                                                                                                                                    End User
Itil Mind Maps
Itil Mind Maps
Itil Mind Maps
Itil Mind Maps
Itil Mind Maps
Itil Mind Maps
Itil Mind Maps
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Itil Mind Maps

  • 1. ITIL Books Models Fixed Components Organisations Information Technology Generic framework to manage IT Infrastructure Library (ITIL) Certification Exams infrastructure and services. Consultants Variable Components Trainers details the process of planning and managing a defined level of security for information Suppliers and IT services, including all aspects associated with reaction to security Incidents. It Security Management: also includes the assessment and management of risks and vulnerabilities, and the covers the processes required for the planning and delivery of implementation of cost justifiable countermeasures. Service Delivery: quality IT services and looks at the longer term processes associate with improving the quality of IT services delivered. provides advice and guidance to help IT personnel to Service Support: describes the processes associated with the day-to day support and maintenance activities associated with the provision of IT services understand how they can contribute to the business The Business Perspective: Core of ITIL objectives and how their roles and services can be better aligned and exploited to maximise that contribution. 06/03/2005 - v4 ICT Infrastructure covers all aspects of ICT Infrastructure Management from Management (ICT IM): identification of business requirements through the tendering process, to the testing, installation, deployment, and ongoing operation and optimisation of the ICT components and IT services. describes how to manage applications from the initial business need, through all stages in the application lifecycle, up to and including retirement. It places emphasis on ensuring that IT projects and strategies are tightly aligned with Application Management: examines the issues and tasks involved in planning, implementing Planning to Implement those of the business throughout the application lifecycle, to ensure that the and improving Service Management processes within an business obtains best value from its investment. Service Management: organisation. It also addresses the issues associated with addressing Cultural and Organisational Change, the development of a vision and strategy and the most appropriate method of approach.
  • 2. Good IT infrastructure in terms of tools and technology Well defined organisation mission, Service management is a methodical approach to delivering services objectives and policies Success(13) by structuring the firms relationships with its internal customers and Providing high quality, reliable Competent and trained people to What (2) multiple service providers to ensure business objectives are met. The main objective of ITSM is to and cost effective services improve the service culture A service level and a cost target ensure that the IT services are Maintaining effective IT Effective and efficient ITSM process combine to define an SLA aligned to the business needs (5) customer-supplier relationships Mission Statement Continuously improving the quality of IT services Organisational Strategies & Policies Considerations (15) Using the IT services effectively to meet the current and changing business requirements Objectives Productivity enhancement of the IT staff by increasing their skill levels Enhanced Quality of business Better communication between IT departments Organisational Culture (16) operations by ensuring IT services (Shared values) support business processes Shift from a product culture towards a service culture Business Benefits Improved Working Relationships between Improvement of the relationships customers and IT service organisation between users and IT specialists Increased Productivity of A logically related set of activities needs to be defined. Organisation should have a business and customer staff Activities to be measured at every process orientated approach to implemented changes stage to ensure the objectives are met facilitate changes (17) Financial Benefits Cost justification for estimated capacity requirements If targets are not achieved, org should Organisational planned IT services continuity expenditure modify its plans and policies Approach to What is the objective of the process ITSM (12) Clear understanding of required IT services for Vision and business objective ITSM has the following benefits (6) better Delivery What is the expected results of the process Increased flexibility and adaptability of IT services Assessments Innovation Benefits Process to coexist with each other What are the criteria to determine whether the Questions (18) process has delivered the desired results IT Service Improved ability to recognised and adapt Process improvements to changing business trends Management What is the impact of the output of the Increased productivity of IT staff Metrics process on other processes Increased transparency between Each process has a clear objective and is defined through a series of activities Process Employee Benefits management and employees of the firm leading to highly motivated staff Each activity has a defined input and output Processes(19) Better motivated staff through Activities are executed using a set of procedures and working instructions improved job satisfaction Responsibility of executing these procedures is assigned to appropriate role(s) Responsible for results/output of the process. Defines Quality is defined by 'all the characteristics of a product or service that has Process Owner the ability to satisfy the stated and implied needs of the customer'(26) the activities in the process and determines that the actual performance matches the expected results Overall quality of the service is determined by the effectiveness of its component processes Responsible for structuring the process - controls Process Roles (20) These component processes form a chain of activities that need to the day to day activities and operations. Also Process Manager Principles of Quality(29) be well coordinated to deliver consistent quality. generates the reports to help the process owner in comparing actual and expected results. Control and coordinate these activates the following principles should be applied: Quality Management, Quality Assurance and Quality Systems Responsible for executing the defined activities. Process Operatives Principle involves the cost effective and systematic management of all the Report to the process manager organisational activities such as design, development and implementation Aim is to direct these activities to efficiently meet Quality Management(30) the organisational and user requirements Specifies continuous identification, modification and implementation of the quality improvement activities Procedures help the organisations to ensure that In hierarchically structured firms the departments, Principles specify the complete set of measures the IT services continuously and consistently Department Orientated processes and tasks are usually based on specific Quality Assurance(31) and procedures for ensuring quality. fulfil the expectations of the customer customers, products, disciplines or regions. Two Approaches to Delivering Measures help in identifying the improvement Service(22) steps needed to enhance service quality. In process orientated firms several departments together Quality within ITSM perform different activities of one process. Roles and Process Orientated Quality Requirements responsibilities are assigned according to the activities Principles specify the Steps for meeting these requirements defined to deliver a particular service. organisation wide processes Procedures for improving the quality standards Principles Quality Systems(32) Methods for assuring the service quality levels Principle defines the responsibilities, procedures and resources required to implement quality management Plan Do Deming Circle(34) Check Act Quality Improvement Tools(33) Model is used to determine the European Foundation for Quality maturity of the organisation Management (EFQM) Model(35) Organisational maturity is defined by the levels of:
  • 3. 1. Objectives 2. Benefits to the IT Organisation 3. Concepts Input Output 4. Process Activities 5. Roles Model Demonstrates the relationships SEMI Model 6. Relationships with other ITIL Processes and interrelationships between all of the ITIL processes 7. Bottlenecks 8. KPI'S 9. Critical Success Factors Service Management Covers the processes required for the planning and delivery of quality IT services and looks at Describes the processes associated with the day-to-day support longer term processes for improving the quality of IT services delivered and maintenance activities for the provision of IT services Capacity Service Aims to consistently provide the required IT This function facilitates quick resolution  Management  Desk (SD) resources at an acceptable cost and in line with the of user queries by serving as a Single current and future requirements of the customer Point Of Contact for the user Availability Incident Helps manage the IT resources and services and deliver  Management_1 Helps to resolve errors that interrupt or  Management the quality of service expected by the customer reduce the quality of the business processes with minimal impact on the business Service Continuity ITSCM enables firms to continue to provide the Configuration  Management Database contains the relationships pre-determined and agreed level of IT services even  Management Service Delivery Service Support of the IT components to provide after a calamity or disaster accurate information to the business Financial Helps the firm plan and implement their Problem  Management business objectives by keeping in mind the  Management Database contains the r-relationships of the IT costs associated with providing each service components to provide accurate info to the business Service Two key components Change Bridges gap between customer requirements and Standard method for implementing  Level Management  Management quality of service provided by firm by drafting an change with minimum errors in the agreement on the services to be provided infrastructure and IT services Security Release Bridges gap between customer requirements and Ensures a stable production environment by using  Management  Management quality of service provided by firm by drafting an formal procedures and checks for implementing agreement on the services to be provided new versions of software and hardware
  • 4. Users should be able to access the Service Desk Users should be encouraged to approach Service Desk 9. Critical Success Users should be discouraged from Factors bypassing the Service Desk Users should clearly understand Service Desk Provide a Single Point of Contact (SPOC) Function e.g. Provision of SLA, Service Ensure Restoration of Service Catalogues, Product Catalogues etc. Guarantee access for all users to IT Organisation 1. Objectives Average duration and answer time per call. Reduce workload on other IT departments by Average time to resolve routing only specific and relevant queries to each % of incidents resolved - first call fix 8. KPI'S department Number of calls processed per workstation Total number of calls to the Service Desk SPOC reduces the time and effort spent by Users resolving issues 2. Benefits to the IT Organisation Provides an Information source to other IT departments Limited understanding of Business needs Provides Long Term Customer Retention through Inadequate investment in training efficiency of Service Provision Unrealistic Service Levels 7. Bottlenecks Insufficient Significance attributed to the Service Desk Cost & resource constraint Organisation hierarchy Considerations Expertise of service desk staff Incident Management 6. Relationships with Functional Skill of Users Change/ Release Management other ITIL Processes Configuration Management Integrated Service Desk: Business Operations are Service Level Management part of the Overall Service Desk Centralised Service Desk Split Function Centralised Service Desk: Business Service Desk/Centralised Service Desk where users Service can go to either Service Desk for support Record the call - don't provide a solution - route call to Call centres Desk (SD) Departments e.g. automated. (Potentially no human Central Point of Contact All Users phone the SPOC. SPOC then routes the interaction - therefore no skill required) call to the appropriate Service desk. Record the call details in general terms - route Structure Deals with Queries of Local Users to departments - often seen as the most Acts as a single cost centre Unskilled SD Distributed Service Desk: Multiple Service Local Point of Contact efficient/cost effective SD Type - Requires Desks across various locations Interacts with Central Point of Contact for Standard Procedure Scripts. (Basic human recording incidents interaction with script - minimal skill required) 5. Roles SPOC but voice activated Use previous experience - usually resolve - otherwise route call to departments Skilled SD Call Centre Routes calls to specific teams for resolution (human interaction, skill & experience 3. Concepts Provides local language benefits required) Widespread Network of Service Desks Have specialist knowledge of IT Around the Clock Support Infrastructure - Resolve the call Expert SD Virtual Service Desk single-handedly. (Human interaction End User is unaware of multiple Desks and highly skilled individuals required) No on-site support to Users Enhances the interaction between Monitoring Progress the Service Desks and the Users. Providing Metrics Objective Tracks the users data for input Resolving Complaints into the ITIL processes CTI (Computer Telephony Integration) Responding to User Calls 4. Process VOIP (Voice Over Internet Protocol) Providing Info to Users Technology IVR (Interactive Voice Response) Communicating with Suppliers Activities Internet Gateways Performing Ops Management Tasks Includes Automated System Management Tools Monitoring Infrastructure Networking Tools Call Forwarding Facilities Emails, Faxes, Telephones etc
  • 5. An up-to-date CMDB that is a must to estimate the impact and urgency of Incidents A Knowledge Base, which is necessary to record 9. Critical Success Timely Solutions to incidents Incidents, their solutions or workarounds Factors Correct identification of incidents An automated system that is necessary for 1. Objectives Monitoring of Incidents recording, tracking and monitoring Incidents Increased Productivity Close ties with Service Level Business Management Info Number of recorded Incidents Improved monitoring, allowing performance against Average time to resolve the prioritized SLAs to be accurately measured and not prioritized Incidents Accurate recording of Incidents and service requests Number of resolved Incidents per work station or per Service Elimination of lost or incorrect Incidents and service Desk, within the time duration specified in the SLAs 8. KPI'S requests Percentage of Incidents resolved by the First-line support 2. Benefits to the IT Organisation Organized and efficient use of personnel for resolving Average support cost per Incident Incidents Total Incidents solved without the Support Groups Availability of information on IT errors for effective needing to visit the User's location management Users bypass Incident Management procedures More accurate CMDB information for ongoing audit while registering Incidents Overload of Incidents Improved User and Customer satisfaction Increase in escalation of Incidents 7. Bottlenecks Incident Service Level Agreements not clearly defined Management Applications Categories of Incidents Hardware Change in culture in the organization Service Requests Configuration Management Impact - High, Medium, Low Problem Management Criteria for solving Incidents Urgency - High, Medium, Low Change Management 6. Relationships with 3. Concepts Priority Service Level Management other ITIL Processes 1st Line - SD, Report, Monitor, Close Availability Management Support Groups 2nd, 3rd, 4th Line - Management Department, Capacity Management software, architects, suppliers Creating Process Reports Service Desk Hierarchical - lack of resources or authority Organising Management Information Escalation Developing and maintaining incident mgmt system Incident Manager Functional - 1st line to 2nd line Monitoring responsibility of IM support Incidents from different parts of the Inputs: groups infrastructure Recording reported incidents Outputs: Infomation about the incidents and their solutions Classifying and matching incidents Routing incidents to other support groups First line & Service Desk 5. Roles Accepting and Recording Incidents Resolving incidents Classifying Incidents and providing First-line Support Closing solved incidents Support Groups 4. Process Matching new Incidents with the previously Handling incidents not solved by 1st line recorded Incidents Activities Investigating incident details Investigating and Diagnosing Incidents Other Support Groups Diagnosing the cause of incidents Resolving and Recovering Incidents Recovering solved incidents Monitoring and tracking the progress of the Incidents Closing the Incidents
  • 6. Configuration Management Database (CMDB: Details: Numbers, Versions, Values, Locations of IT components etc Providing reliable and up-to-date details about CM provides information about the IT infrastructure and services Identifying clear process objectives components of IT Infrastructure and Ensuring implementation of all stages in the helps Organisations by providing: Managing the economic value of the IT 1. Objectives services (customer requirements, quality, and process costs) Deleting the existing records before 9. Critical Success Effective Management of IT Components introducing the process to avoid duplicate data Providing accurate information and Factors documentation to support the other ITIL Provision of High-quality Commercial Services Ensuring that the Configuration Management processes team has the required skills and attitude Effective Problem-solving Rapid Implementation of Changes Close coordination with the Change 2. Benefits to the IT Management process to ensure accuracy of the Better Control of Software and Hardware information in the CMDB Organisation Improved Security Number of unauthorised Configuration Items Compliance with Legal Requirements Number of refused RFC's as a result of incomplete CMDB data Effective Expenditure Planning CI's and CMDB Identification of Hidden Costs Number of changes to CMDB per month Support for Other ITIL Processes Number of unauthorised IT components detected in use 8. KPI'S Hardware and software Ratio of calls resolved immediately Documentation, such as agreements, Average Time and cost of diagnosis and resolution of Service Desk procedures, and manuals Hardware, Software, Network Components, Service Desk Calls Scope Servers, Processors, Documents, Procedures, Technical specifications Services and other IT Components Environments CI - Configuration Items Cycle Time for Change Approvals Organization charts and project plans CI's must be: Uniquely Identifiable, Changeable, ITIL processes Manageable Wasted Licences Environment The CI Baseline consists of Configuration frozen CI's (CI attributes are not Level of detail in CMDB Management 3. Concepts CI Baseline changed) ; Baseline is used for: Configuration Audit, Release, Change, Product Catalogue, Collection of Standard CI's for costing, Testing new Configurations, Manual Systems Backout Problems, Standard Supply to Users Urgent Changes Over ambitious schedules CMDB - Configuration Item Information is Component and version, CI affected by a Unrealistic Expectations 7. Bottlenecks Information about changes in the organization logged in the CMDB as follows Schedule, CI purchased by Supplier, CI history, Inputs Location of CI info, Schedules for upgrading, CI Lack of Commitment Information about the new IT components affected by a problem Bureaucratic Process Reports to other processes and to the IT management Isolated Implementation Outputs New and updated records in the CMDB Inflexible Tools Defining the strategy, policy, and objectives of the process Incident Management Analyzing the information that is available for the process Problem Management 1. Planning Identifying the tools and resources required for the process Release Management Creating interfaces with other ITIL processes, 6. Relationships with projects, and third parties like the suppliers Service Level Management other ITIL Processes Financial Management Define the scope of the Configuration Availability Management Management process Service Continuity Management Specify the level of detail for recording the information Capacity Management 2. Identification Identify the relationships of the Configuration Items (CIs) Determine the depth of information that needs to be recorded 4. Process Create Naming Conventions Attributes Making proposals on the scope of Configuration Management Activities Planning and populating the Configuration 3. Status Monitoring A status code is assigned to each of the Management Database (CMDB) statuses for easy identification Evaluating existing and implementing new Configuration Management systems Record the details of the hardware and software in the CMDB Developing identification system and naming Configuration Manager 4. Control 5. Roles Changes made to the IT infrastructure and IT conventions for the Configuration Items (CIs) components Developing interfaces to other processes Automatically analyze workstations using audit tools report Creating reports and audits on the Current situation and status of the IT infrastructure 5. Verification Communicating the process and conducting training Check and update the CMDB Assess the efficiency and effectiveness of the process 6. Reporting Review of the expected growth of the demand of the process activities are scheduled on a regular basis
  • 7. Detect causes of errors or Incidents in the IT infrastructure 1. Objectives Eliminate Problems in the IT infrastructure Provide permanent solutions to Problems Prevent the recurrence of Problems Manual Systems are Error Prone In terms of IT Service Quality - Effective Automated Incident Documents and eliminates errors Registration System Automated Systems save time and improve the 2. Benefits to the IT quality of Service Delivery Reduces the number of Incidents Organisation 9. Critical Success Factors Provides permanent solutions to Feasible objectives problems in the IT Infrastructure. Dedicated team required (not part-time) Higher First Line Resolution Rate Effective Coordination of Incident Resolution and Problem Prevention Identify the root cause of the Problem Problem Control Activities Provide the Service Desk with information Number of Incidents by resolving problems and advice on workarounds Time needed to resolve problems 8. KPI'S Spot, monitor, and eliminate Costs (people, material resources) incurred during resolving a Problem Scope Implement solutions as suggested Changes by Error Control Activities following the Change Management process errors Poor link between the Incident Management Evaluate Changes to ensure effective process and the Problem Management process resolution and prevention of problems Inefficient communication of Known Errors from the 7. Bottlenecks Known Errors - Known Root Causes development environment to the Live environment Workarounds - Temporary Fixes, Lack of commitment on the management's part no disruption to the Client 3. Concepts Reactive PM Activities - Finding Root Configuration Management Problem Cause to aid in Permanent Solutions Change Management Management 6. Relationships with Proactive PM Activities - Prevention Incident Management before the errors/incidents occur other ITIL Processes Service level Management Incident details from the Incident Management process Capacity Management Workarounds defined by the Incident Availability Management Management process Developing and maintaining the Problem Configuration details from the Configuration Control and Error Control processes Inputs Management Database (CMDB) Assessing the effectiveness of the Problem Details of products (hardware and software) Control and Error Control activities used in the IT infrastructure from the suppliers Providing Problems-related information to the management Details about the IT infrastructure and its behaviour, for Problem Manager example, registration of capacity and performance monitoring Managing the Problem support staff Allocating resources for the support activities Known Errors Evaluating the effectiveness of the Proactive Requests for Changes (RFCs) Problem Management process Up-to-date Problem records Outputs Identifying and recording Problems by Closed Problem records for resolved Problems analyzing Incident details 5. Roles Management information to help monitor the Investigating Problems based on their priority effectiveness of the Problem Management process Submitting RFCs to remove errors Reactive Monitoring the resolution of Known Errors 4. Process Identification and reporting Advising the Incident Management team about Support Group Personnel Classifying - Category (Hardware or Software), workarounds and quick fixes Impact, Urgency, Priority Problem Control - Trend Analysis Investigation & Diagnosing - Diagnosis by Identifying trends and potential sources of Problems recreating error in a test environment, Diagnosis Submitting RFCs to prevent the recurrence of Problems Proactive examples: Hardware, Software, Document Error, Human Error, Procedural Error Preventing the replication of Problems across multiple systems Error Identification and recording Activities Error Assessment Error Resolution recording & raising Error Control - Monitoring Known Errors and RFC's RCFs Error Closure Problem/error resolution monitoring Incident Management team Providing Information - Solution to Problems Service Desk End User