Foundation Certification †My Short Notes Essay

A team or group of people and the tools they example to carry out superstar or more than processes or activities. Functions provide units of organization responsible for specific outcomes. Functions atomic number 18 logic bothy quarantined from each other. interpretation ProcessA set of coordinated activities combining and follow outing resources and capabilities in order to pay back an outcome and provide value to clients or stakeholders. Process has following attributes. Trigger, Activity, Dependency & SequenceProcess should be measurableProcess should produce specific outputProcess should meet customer expectationdefinition Process OwnerThe person/role responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process. Definition returns OwnerThe person/role accountable for the delivery of a specific IT serving. They argon responsible for continual service and management of alteration affecting serve under th eir c be. The religious gain proprietor is a primary stakeholder in wholly of the underlying IT processes that alter or aver the serving they own. Definition benefitA means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific cost or risks. Definition RACI ModelR Responsibility (at least 1R per activity who is doing the actual work) A responsibility (1 A per activity)C ConsultI Inform improvement StrategyThe purpose is to define the perspective, position, externalizes, and patterns that a service provider needs to be able to execute to meet an organizations production line outcomes * Perspective Defines the organizations view of itself, generally communicated through the organizations vision and direction. * Positions Defines the oddment of the organization in comparison to its competitive securities industry and as identified through the minds of its customers. * Plans The pre define details for musical accompaniment and enhancing the organizations perspective and positions, usually identifying a potential future state for the organization and a strategic response to the state and level of investment needful. * Patterns Defines the conditions and actions that must be consistently in bulge and repeatable to achieve the objectives of the organization patterns allow the organization to predict the future. returns dodging defines the role of services and service provider in achieving the business objectives of the organization through management of IT.Value to CustomerTo enable a service provider to create value for a customer, a systematic approach has to be adopted. For ITIL, this approach is determining service utility and service warranty.Service Warranty (Fit for use) + Service Utility (Fit for propose) = Service Value Service utility and service warranty are present for every service provided to a customer. One cannot exist without the other. By describing both Serv ice Utility and Service Warranty, it enables the provider to clearly stool the value of the service, differentiate themselves from the competition, and, when necessary, attach a meaningful price tag that has relevance to the customer and associated market space.Service Package = Enabling Services + Core Services + Enhancing Services Definition Service summationA Service Asset is any resource or capability use in the formulation of services Definition Business CaseThe business case is a detailed analysis of the benefits and violation of the business action in meeting the business objective and disrupting the delivery of other IT services. Attributes Introduction, Methods & Assumptions, Business Impact, adventure Service Strategy ProcessesDemand caution & Strategy vigilance for IT Services are out of cathode-ray oscilloscope for ITIL Foundation exam. 1. Financial perplexity* Responsible for securing the necessary fund to provide the service to the customer. * Maintain brac e among cost of service and quality of the service * Maintain balance between supply and penury* Activities* Bud trip uping* IT Accounting* Chargeback* Service Valuation* Outputs* Service Valuation* Service Investment Analysis* Compliance (Align with rules & regulations)* constitute optimization* realise for BIA2. Service Portfolio wariness* Track services throughout whole service lifecycle* connective services to their business objectives/value* witness all other management processes are working to get expected business outcomes * Includes Service Pipeline, Service compose & Retired Service Catalog * Content Description, Requirements/Business Cases, Value, Options, Price, Risk, precedence Investment Categories and Budget AllocationsPhases/Activities of service portfolio management3. Business Relationship charge* Maintain relationship between customer and service provider and understand customer needs * realize high level of customer satisfaction* Understand service pack ages and service level packages Service visualizeBenefits of Service aspiration* decrease in total cost of ownership (TCO)* Improved quality of service* Improved consistency of service* Easier implementation of new or miscellanead services* Improved service coalescency* Improved service instruction execution* Improved IT governance* Improved effectiveness of service management and IT processes * Improved information and decision-making* Improved alignment with customer values and strategiesThe Four Perspectives (Attributes) of ITSM* Partners/providers* People* Product/Technology* ProcessesMajor Aspects of Service Design* Service solutions for new or changed services* The management information systems and tools, especially the service portfolio * The technology architectures and management architectures * The processes required* The measurement methods and metricsService Design Package (SDP)The contents of the service design package cost four major sections with several small er, but equally important, sub-sections. The four major sections are Requirements Service Design Organizational readiness assessment Service Lifecycle PlanService Design Processes1. Design Coordination* Single file of coordination and control for all activities & processes in Service Design stage * Individual organizations decide whether they need Design Coordination process or not. Only major changes will require this process * Activities2. Service Level Management* Focus on Service Warranty ( exploit, availability, and security) * The establishment, monitoring, and improvements in service levels and their achievement * Communication to Customers & Business managers on Service Levels. allow not conflict with Business Relationship Management process since this will alone if focus on Service Warranty * Manage, Negotiate & Document SLR & SLA* Develop & reexamination OLA* follow UC for ensure they are align with SLA* Influence improvement within SIP* Monitor service performance against SLA* Three types of SLA structures. Service Based, Customer Based & Multi Level/Hierarchical (Corporate, Customer & Service based agreements)3. provider Management* UC (Underpinning Contracts) SCMIS (Suppliers & Contracts Management culture System) * Activities* Definition of new supplier and contract requirements * Evaluation of new suppliers and contracts* Supplier and contract salmagundi and maintenance of the * SCMIS* Establishment of new suppliers and contracts* Supplier, contract, and performance management* Contract renewal or termination* Supplier Categorization* Supplier Management process activities are span across all states except Service Strategy4. Service Catalog Management* Include live service are services available for deployment (Customer-facing service and supportive services) * Service Catalog is a large part of the Service Portfolio. However, while the portfolio is pore on tracking the business requirements and the investments on a service, the Servic e Catalog is focused on the service solution and its delivery to the business * Service Catalog includes Business Service Catalog & Technical Service Catalog * Top Down approach is used when defining service catalog. (Business - Technical) 5. might Management* Maintain balance between Resources/Capabilities Vs Demand * Business aptitude Management & Service Capacity Management * Sub-Process of capacity management* Business* Service* Components* Activities* Performance Monitoring* Demand Management laconic term reactive activity* Application Sizing New or Changed service* Modeling anticipate future behaviors* Tuning* Capacity Planning* Capacity Management Information System6. Availability Management* Ensure that the level of availability delivered to all IT services matches the agreed need for availability or defined service level targets * Includes Reactive Activities (Monitoring, Incidents) & Proactive Activities (Planning, Design)* Measurements* Mean era Between Failures (MTBF) or Uptime* Mean Time to Restore Service (MTRS) or Downtime* Mean Time Between System Incidents (MTBSI)7. IT Service Continuity Management* Known as disaster recover excogitatening* Produce and maintain IT Service Continuity plan to support Business Continuity Plan * Business Impact Analysis (Quantify the loss) Risk Assessment (Identify likely failure signals) are considered when implementing strategy * Ongoing activities to make people aware about the recovery plan. Trainings, Reviews 8. Information certification Management* Information security is a critical part of the warranty of a service * Ensuring that the agreed business needs regarding the confidentiality, integrity, and availability of the organizations assets information, data, and IT services are matched * Develop and maintain information security policy align with business security requirements * Security test schedules and plans.* Information Security Management Perspectives* Organizational* Procedural* Phy sical* Technical* Framework for Managing Information Security* Plan* put through* Control* Evaluate* MaintainService TransitionService Transition Processes1. Transition Planning and Support* Ensure proper attention is given to the boilers suit planning for servicetransitions and to coordinate the resources required to implement the new or changed service * Provide clear and comprehensive plans that enable customer and business change projects to align their activities with the service transition plans * The scope of transition planning and support concentrates on the resources, schedules, and budgets required to motility the IT service * To standardize methods and procedures used for efficient and prompt handling of all changes * A transition strategy will be constructed to define how all transitions will be managed within the organization based on the type and size of transitions expected in the environment 2. Knowledge Management* Maintain a Service Knowledge Management System (SKMS) that provides controlled access to knowledge, information, and data that is appropriate for each audience * DIKW Data-Information-Knowledge-Wisdom structure* Database to grab Data, Information and Knowledge but not Wisdom * Components of SKMS3. Service Asset and Configuration Management* Ensure that assets under the control of the IT organization are identified, controlled, and properly cared for throughout their lifecycle * Identify, control, record, report, audit, and verify services and other figure items (CIs), including versions, baselines, constituent components, their attributes, and relationships * Manage complete life cycle of CI* Activities* Planning Strategy, Policy, Objectives, CMDB Design * Identification What CI to be recorded & their relationships * Control* Status Accounting* Verification & Audit4. Change Management* Ensure that all changes to configuration items are recorded in the configuration management system * Optimize overall business risk. It isoft en correct to minimize business risk, but sometimes it is appropriate to knowingly put on a risk because of the potential benefit. * Types of changes* Normal Changes Need to go through all steps of change management process * Standard Changes Pre approved changes. Should be possible via service request. No need of RFC * speck Change* Steps* The RFC is logged.* An initial review is performed (to filter RFCs).* The RFCs are assessed and may require involvement of taxicab or ECAB. * Authorization of change builds and test by the Change Manager * Coordination of the build and test, e.g., work orders are issued for the * Build of the change (carried out by other groups)* Change Management authorizes deployment.* Change Management coordinates the deployment (with multiple checkpoints). * The change is reviewed (Post Implementation Review). * The change is closed.5. kindling and Deployment Management* Planning, scheduling, and controlling practices applied to the build, test, and depl oyment of releases * Define and agree Release and Deployment Management plans with customers and stakeholders * Four phases of release deployment management* Release & Deployment Planning* Release Build & Test* Deployment* Review & CloseService motionResponsible for the ongoing management of the technology that is used to deliver and support the services. Service Operation accepts the new, modified, retiring, or retired services fromService Transition, once the test and acceptance criteria have been met.Functions comical to Service Operations is the introduction of functions. While a defined function does have responsibilities in all stages of the Service Lifecycle, the majority of activities they performed are completed within the scope of Service operations. 1. Service Desk* Single point of contact between the services being provided and the users. A typical Service Desk will manage mishaps and service requests as well as communication with the users. Thus, the Service Desk staf f will execute the Incident Management and Request Fulfillment processes with the intent to restore normal-state service operation to users as quickly as possible * Minimize service outage day to day basis* Make sure that agreed services only provide to those who authorized * Structures* Local* Central* Virtual* Follow the Sun* Activities* Logging all request, prioritization, categorization and first level of investigation * Keep user informed about incident & outage* Customer satisfaction survey2. Technical Management* Custodian of technical knowledge and expertise related to managing the IT Infrastructure. It provides detailed technical skills and resources infallible to support the ongoing operation of the IT Infrastructure. * Plays an important role in providing the actual resources to support the IT Service Management lifecycle. It ensures that resources are effectively trained and deployed to design, build, and transition, operate, and improve the technology to deliver and s upport IT Services.3. IT Operations Management* Ongoing management and maintenance of an organizations ITinfrastructure. IT operations is the set of activities used in the day-after-day running of the IT infrastructure to deliver IT services at agreed levels to meet stated business objectives.IT Operation Control * IT Operation Control* Job Scheduling, Backup, Restore and Monitoring* Facilities Management* Data Centers, Recovery Sites, data processor Rooms4. Application Management* Application Management covers the entire ongoing lifecycle of an application, including requirements, design, build, deploy, operate, and optimize.Service Operation Processes1. outcome Management* Detecting Event, Understanding Event, Determining Appropriate Control Action * Three Types of events* Informational* Warning* censure* Populate SKMS with event information and history2. Incident Management* An unplanned interruption to an IT service or reduction in the quality of an IT service, or a failure of a CI that has not to that degree come toed an IT service * The purpose of Incident Management is not to prevent an incident, but to reduce its impact by restoring normal service operation as quickly as possible * Ensure that convertible methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management, and reporting of incidents * Incident Models Steps and procedures that should be used to manage previously seen and documented incidents * Steps* Order of Steps* Responsibilities Who should do what* Time scale/ room access* Escalation Procedures* Any necessary evidence/prevention actions* Activities* Identification* Logging All incidents regardless of source of that incident * Categorization* Prioritization* Impact + Urgency = Priority* Initial diagnosis* Escalation* Functional* Hierarchical* Investigation and Diagnosis* Resolution* Closure3. Problem Management* Concentrate on diagnosing the root cause of incidents and on determin ing the resolution to those problems. * Defines a problem as the underlying cause of one or more incidents4. Request Fulfillment* Form of changes that are small in nature, low risk, and low cost in its execution, and are frequently performed * Activities* Menu Selection* Financial Approval ex gratia* Other Approval Optional* Fulfillment* Closure5. Access Management* Effectively execute the policies in Information Security Management, modify the organization to manage the confidentiality, availability, and integrity of the organizations data and intellectual property.Continual Service Improvements* CSI is incessantly seeking ways to improve service effectiveness, process effectiveness, and cost effectiveness * Review, analyze, prioritize, and make recommendations on improvement opportunities in each lifecycle stage * Periodically conducting internal audits verifying employee and process compliance * Periodically conducting customer satisfaction surveys* Continual Service Improve ment Approach* CSI Register* Part of SKMS. And keep track of all improvements opportunities. * Anyone should be able to access and submit improvement points to CSI Register * IT politics has three main areas* Enterprise, Corporate, IT Governance* Types of Metrics* Technology Performance, Availability* Process KPI,* Service* Tension Metrics Resources, Features, Time ScheduleThe Deming cycle* Plan Design or revise business process components to improve results * Do Implement the plan and measure its performance* Check Assess the measurements and report the results to decision makers * Act Decide on changes needed to improve the processSeven Steps Improvement Process1. Identify Strategy for Improvements2. Define What You Will Measure3. Gather Data4. Process Data5. Analyze the information & data6. Present and use the information7. Implement Improvement