ITIL stands for Information Technology Infrastructure library.

It is s set of best practises for IT service management related to managing IT services and used by many
organizations around the world, it is a descriptive framework that has been drawn from both public and private
sector internationally. It focuses on aligning It services with business needs and provides systematic process-based
approach supported by producers.

It provides guidance on strategic tactical and operational management of IT services to service provider on
provision of quality IT services and describes how IT resource should be organized to deliver business value
documenting the processes function and roles of ITSM.

Best practise: it is an industry accepted way of doing something.

Sources and Enablers of best practices

Sources are something which basically show what to do and Enabler tell you how to go about doing things.

Sources
Standard
Industry practise
Academic research
Training and education
Internal experience
Enablers
Technologies – Adopted and used tech within the firm
Advisors -- Guides and show how to do things
Suppliers – Valuable information and direction
Customer – Tell how they want things to be done
Employees – Make things happen, how to do

ITIL is a framework it not a standard or methodology neither it is set of rules or procedures

It is based on best practical experience and not vague or theoretical ideas. It is modular and used according to
organization need.

ITIL is vendor neutral, represent best practise and non-prescriptive (not super specific in action)

Core volume of an ITIL

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement
Service lifecycle model

SERVICE STRATEGY: How to develop a business-driven strategy for IT Service Management?

SERVICE DESIGN: How to design a system to support the chosen strategy?

SERVICE TRANSITION: how to transition the newly designed system to the production environment?

SERVICE OPERATION: How to support operation in an ongoing fashion?

CONTINUAL SERVICE IMPROVEMENT: How to continue improving processes and operations?

Process

It is a structured set of activities designed to accomplish a specific set of objectives. It involves taking one or more
defined inputs and turns them into specific outputs.

It includes roles, responsibilities and management control

Define policies, guidelines, actives. procedure and work instruction.

A closed loop system that provide feedback for corrective action.

Process model – it has 3 distinct section

Process control: It shows the required control for process to take place. It is for planning and regulating with
objective of performing a process in an effective and efficient and objective manner.

Triggers: Process inputs/ Process output/ Activities.

Output produce must meet the requirements as specified by the business objective.

Business objective will set out the standard and norms for the output and output has been configured as
achieving their requirement the process can be declared as effective.

And activities can be carried with minimum resources we can also declare the process as efficient.
Process enablers it includes process resources and capability.

PROCESS CONTROL PROCESS PROCESS ENABLES

Process documentation Process roles Process resources
Process policy Process metrics Process capabilities
Process objective Process improvement
Process feedback Process procedure
Process owner Process work instruction
Process activities

Characteristic of PROCESS

1. Processes can be measured in a relevant manner as based on the performance of the activates to deliver
a specific output. Measurement is performance driven, different perspective for the actives need a
different measurement

2. The reason a process exists is the deliver a specific result, result must be individually accountable and
identifiable for it to have any measurable output

3. Every process delivers its primary result to a customer or stakeholder, they may be internal or external to
organization but the process must meet their expectations.

4. Process may be ongoing or iterative it should be traceable to a specific trigger.

Process: measurable, specific result, customer, respond to a trigger are characteristic of process, process do not
define people, functions or teams. Process are simply set of activities in order to set desired results.

Function

Functions are units or organization specialized to perform certain types of work and responsible for specific
outcomes. It defines the people group or teams that perform process activities.

Characteristics of function

Self-contained

Have their own capabilities and resources

Provide performance and outcome’s

Have their own body of knowledge

Provide structure and stability to an organization

Defines roles and associated authority

Types of function

Service desk

Technical management

Application management

IT operation management
RACI model

It identifies interaction between people (function) and process have end to end accountability and fill-in the gaps
in responsibility with proper workflow and communication.

Its example of the model that can used to assign roles and responsibility for the activities within a process.

R-RESPONSIBLE – execute process and activities, the person or people whoa actually get the job done. Their must
be one R allocated to an activity.

A-ACCOUNTABLE – ownership of quality or end result of the process lies with this person with accountable only
one person can be accountable foreach task

C-CONSULTED - people who are consulted and whose opinion are sought. Involvement through input of the
knowledge and information their can be as many people consulted as necessary having no consulted is also fine.

I-INFORMED – these are the people that are kept up to date on the progress receiving information about the
process execution and quality. There can be as many people as necessary and having no one involved is also fine.

SERVICE

A service is a means of delivering value to customer by facilitating outcomes customer want to achieve without the
ownership of specific cost and risk.

OUTCOME

An outcome is the result of carrying out an activity, following a process, or delivering a service.

Characteristic of Services

Intangible nature of the output and intermediate products

Demand is tightly coupled with customers assets

High level of contact for producers and consumers of services

Perishable nature of service output and service capacity. Once issue is over the communication is over and service
is no more.

Service Management

It is set of specialized organizational capabilities for providing value to customer in the form of services. It enables
the service provider to understand the services it is providing. It ensures that the value of services to its customers
and to understand and manage all costs and risk associated with those services.

IT Service Management

The implementation and management of quality IT Service that meets the neds of business.

Service provider: An organization supplying services to one to more internal or external customer

Types of IT Service provider

TYPE 1 – Internal service provider exists within organization to deliver service to one specific business unit.

TYPE 2 – Shared service provider services multiple business units in the same organization.

TYPE 3 – External service provider operates as an external service provider serving multiple external customers.
Types of customer

INTERNAL CUSTOMER: Customer who work for the same business as IT service Provider.
EXTERNAL CUSTOMER: Customer who work for different business that the IT service provider.

Types of services

Core Services: Services that deliver the basic outcomes required by one or more customers, that provide value the
customer wants for which they are willing to pay.

Enabling Services: Services needed to ensure that the core services can be delivered successfully.

Enhancing Services: Additional service that enhance the core services making it more attractive or appealing to the
customer

ITIL Differentiates Services

Internal services: IT services delivered between departments or business units within the same organization, that
directly supports a business process managed by another business unit. e.g. Sales reporting services and enterprise
resource management

External services: IT services delivered toe external customer an external customer facing services is available to
external customers and is offered to meet business objective defines in the organization’s strategy. e.g. internet
access at an airport

Stakeholder

Stakeholders have an interest in an organization, project or service etc. and may be interested in the
activities, targets, resources or deliverables from service management. Within the service provider organization
there are many different stakeholders including the functions, groups and teams that deliver the services. There
are also many stakeholders external to the service provider organization.

Capability and Resources are the building block of services.

Service assets is capability or resource of a Service Provider

Resource refers to IT infrastructure, people, money or anything else that might help to deliver an IT services. “the
things we have to work with”.

Capability ability of an organization, person, process, application or other configuration item to carry out an
activity. “The way we do things”.
 SERVICE

CAPABILITIES RESOURCE

Management Capital

Organization Infrastructure

Process Applications

Knowledge Information

SERVICE ASSETS

SERVICE STARTEGY

Service Strategy Purpose

The purpose of the service strategy stage of the service life cycle is to define the perspective, position, plans and
patterns that a service provider needs t be able to execute to meet an organization’s business outcomes.

Its basically asking why we are doing something before how we do it.

Perspective, Position, Plan, Patterns are 4 P’s of Service Strategy

Perspective: It talk about vision and mission of IT service provider., What the organization is, what it does, who it
does it for, how it works.

Position: how do you position yourself as IT service provider to what segment of customers, Variety based, needs
based, access based, demand based.

Plans: Actual specific action step in order to achieve perspective and attempt your position. It is about strategy
implementation in order to align IT service with actual business needs to achieve the outcome.

Pattern: how to from a strategic plan we establish specific patter which repeats over a period of time. It includes
Ongoing action, organizational hierarchy, process, services, inter department collaboration, These establish patter
help us in developing the plan strategy of IT Service provider.

Service Strategy Objectives

An understanding of what service is, it is clear identification of the definition of services and the customers who use
them. Which sector it belong.
The ability to define how value is created and delivered. A means to identify opportunities to provide services and
how to exploit them.

A clear service provision model articulates hoe services will be delivered and funded and to whom they will be
delivered and for what purpose.

Service Strategy Scope

It is defining a strategy whereby a service provider will deliver service to meet a customer’s business outcomes,
defining a strategy for how to manage those services.

How best create value for customer by leveraging your resource and capability. So that your services will be choose
over your competitors, it provides guideline foe setting policies and objectives.

Characteristics of Value

Value is the level to which a service meets a customer’s expectations.

It is defined by customers, it is affordable mix of services, it focuses on achievement of objectives, Value may
change over time and circumstances.

Value is subjective

It is defined by 3 areas: Business outcomes, Customer perspective, Customer preference.

Preference are influence by attributes of the services, present or prior experience of similar attribute and relative
capability of competitor’s and peers.

It is also influence by customers self-image of actual position in market.

Customer has preference influence by their perceptions. It affects how differentiable value of one service provider
over another.
Value of service

It is UTILITY + WARRANTY

UTILITY: It is functionality offered of a product or service to meet a particular need. “what is does”

WARRANTY: It is a promise or guarantee that a product or service will meet its requirement. “How well it does it”

SERVICE STRATEGY PROCESS

1. STRATEGY MANAGEMNET FOR IT SERVIES:

2. SERVICE PORTFOLIO MANAGEMENT:
3. FINANCIAL MANAGEMENT FOR IT SERVICES
4. DEMAND MANAGEMENT
5. BUSINESS RELATIONSHIP MAANGEMENT (BRM)

STRATEGY MANAGEMNET FOR IT SERVCIES: produces and maintains all strategy plans and ensures they are
translated in tactical operational plan, takes into account any changes that I business environment and ensure
service strategy remain relevant.

Its purpose is to ensure that strategy is defined and achieve it purpose. It has 3 sub processes:

Strategic Service Assessment: asses present situation of service provider within current market space.

Assessment of current service offering, customer needs and competing offer from other service provider

Strategic Service Definition: it defines overall goal IT service provider, that t should pursue in this development
into identifying what service will offered to the customers based on result of Strategic Service Assessment

Strategic Service Execution: in this sub process it defines and plans the strategic initiatives and ensure the
implementation of those initiatives.
SERVICE PORTFOLIO MANAGEMENT: making decision regarding services

It is the complete set of serve that is managed by a service provider.

The service portfolio is used to manage the entire lifecycle of all services, it consists of 3 part.

Service portfolio is a tool used to represent services and an organization investment in them in terms of business
value. It allows the business and IT to prioritize investment in services across the enterprise and manage them for
values.

Its purpose is to ensure that service provide has right mix of services to balance the investment in IT with ability to
meet business outcomes.

Service Pipeline: Series which are proposed (in development phase)

Service Catalogue: All existing service (live and operation, ready for deployments. Build and tested)

Retired services: decommissioned services

 Service Portfolio Management Objectives

FINANCIAL MANAGEMENT FOR IT SERVICES: managing finance, manage the service provider’s budgeting.
Accounting and charging requirement.

Its every process owners’ job is to report on process effectiveness, efficiency and cost.

Its purpose is to secure the appropriate level of funding to Designs, Develop and Deliver services.

It provides business and IT with quantification of terms for the value of IT services, the value of asset underlying
the provisioning of those services a quantification of those services and qualification of operational forecasting.

FINANCIAL MANAGEMENT FOR IT SERVICES

There are 3 main process under Financial management scope

1. Budgeting: activity of predicting and controlling the spending of money, it consists of periodic negotiation
cycle. To set budget (annually) and day to day monitoring of budget.
2. Accounting (IT accounting): process responsible identifying action cause of delivering IT services and
comparing it with budgeted cost and managing variances form the budget assigned.

Charging (IT services):

Business case

It is decision support and planning tool that projects likely consequences (quotative and qualitative dimensions) for
business action.

DEMAND MANAGEMENT: Understand, anticipate and influence customer demand for services.

It works with the Capacity Management to ensure that the service provider has sufficient capacity to meet the
required demand. It also seeks to eliminate excess capacity.

Pattern of Business Activity

These are workload profiles describing the demand for particular services. PBS’s are an important tool used by
Demand Management for anticipating and influencing service demand.

Service cannot be created in advance so process of ensure market demand and company capability is same and
scalable.

Demand Management Activities

BUSINESS RELATIONSHIP MANAGEMENT (BRM): Communicating with customers

Business Relationship management Objectives

Difference between Business Relation Management & Service Relation Management

Service Strategy Design

It is only concerned with designing service and its different aspects

Its purpose is t design IT services, together with the governing IT practices, processes and policies, to realize the
service provider’s strategy and to facilitate the introduction of these services into supported environment ensuring
quality service delivery, customer satisfaction and cost-effective provision.

It designs the service ecosystem.

Service Design Objective

Service design scope

To design appropriate and innovative IT services to meet agreed business requirements

Identifying defining and aligning the IT solution with the business requirement

Service design Value

1. Improve IT governance
2. Improve Effectiveness of service management
3. Improve alignment with customer values and strategies
4. Improve information and decision making
5. Easier implementation of new or changes service
6. Improve quality and consistency of service
7. Reduce total cost of ownership

4P’s of Service Strategy

PRESPECTIVE: the distinct vision and direction

POSITION: the basis on which the provider will compete

PLAN: how the provider will achieve their vision

PATTERN: the fundamental way of doing things, patter in decision and action over time.

4P’s of Service Design: PEOPLE, PRODUCT, PARTNERS, PROCESSES

Aspects of service design

Service Design Package: Service design package include everything necessary form design, build, test and
deployment of the service (new or changed). It is the major output of service design into service transition includes

1. Service function requirement

2. Service level requirement
3. Service and Operational management requirement
4. Service design and topology

Service Design Process

Design Coordination

It has two parts: Activates related to the overall service design lifecycle stages and Activities related to each
individual design.

Design Coordination Purpose

1. To ensure the goals and objective of service design are met

2. Providing and maintaining and single point of coordination
3. Control for all activities and process with in service design
Design Coordination Objectives

Service catalogue Management (subset of service portfolio)

Contains details of all operational services being provided fr being prepared for transition

Business Service Catalogue

Catalogue of services available to users and customers

End us view of services

Technical service Catalogue

Catalogue of it service together with the supporting and shared services

Internal IT view of Service

Service catalogue Management Purpose: to provide single source of consistent information on all of the agreed
upon services and ensure that it is widely available to those that are Approved to access it.

Service catalogue Management Objective

Managing the information and ensuring availability and accuracy of Service Catalogue and ensure that catalogue
meets the evolving information needs of other processes.

Service Level Management

To ensure that all planned IT Services are delivered to agreed achievable targets.

Service Level Management Objective

1. Define document, agree, monitor measure and report the level of IT survives and instigate corrective
ensure when appropriate
2. Work with the BRM to provide and improve the relationship with the business
3. Ensure that specific and measurable target and developed for all IT services
4. Monitor and improve customer satisfaction
5. Ensure clear and unambiguous expectation of the level of service to be delivered
6. Ensure proactive cist effective continual improvement
Service Level Requirement (SLR): it is customer requirement from an aspect of an IT service

Service Improvement Plan (SIP): it is formal plan to implement improvement to a process or ITS

Service Level Agreement Monitoring (SLAM): It is a chart used to help monitor and report achievement against
Service Level Target

Service Level Agreement (SLA): it is an agreement between ITSP and customer. It focusses on business
performance.

Service based SLA – covers one service for all customer of that service

Customer Based SLA – Covering all service for individual customer

Multi-level SLA - Multilevel structure of SLA avoid duplication and reduces the need for frequents SLA.

There are 3 Types of SLA

SLA SERVICE LEVEL AGREEMENT: agreement between ITSP and customer

OLA OPERATIONAL LEVEL AGREEMENT: agreement 2 ITSP and another part of the same organization that assist
with the provision of service.
UC UNDERPINNING CONTRACT: Service Level management and external service provider in support of agreed
SLA’s.

Supplier Management

Supplier Management deals with maintaining good relationship between suppliers and the partners to ensure
quality IT services.

Supplier Management Objectives

Supplier Management Purpose

Supplier Management scope

Outsourcing arrangement

Outsourcing, co-sourcing, Multi sourcing, Business process outsourcing, knowledge process outsourcing.

Supplier

3rd party responsible to supplying goods and services that are required to deliver IT services

Underpinning Contract

Contract between 3rd party and IT service provider

Service Provider

Organization supplying goods or services to one or more internal or external customer.

Availability Management

Availability Management aims to define, analyze, plan, measure and improve all aspects of the availability of IT
services. It is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the
agreed availability targets

Its purpose is to ensure the level of availability delivered I all ITS meet the agreed availability needs and service
level targets in a cost effective and timely manner for current and future availability needs of the business.

Availability Management Objectives

• To prepare and maintain the Availability Plan;

• To monitor availability levels and the status of resources and services to identify potential and actual availability
issues and prevent or minimize any consequent business interruptions;
• To manage the availability of services and resources to meet agreed service levels;
• To assist with the investigation and resolution of availability-related Incidents and Problems;
• To assess the impact of changes on availability levels and plans;
• To proactively improve availability where the cost is justified

Availability Management Scope

IT Service Availability

IT Component Availability
Reactive activities: Monitoring, measuring, analysis, management of all events, incident and problem of
unavailability, it is performed as apart of operational roles.

Proactive activities: Planning, design and improvement of availability, it is performed as part of design and planning
roles.

Availability: ability of a service component to perform its agreed function when required.

Reliability: measure of how long service component can perform its agreed function without interruption

Maintainability: how fast and effectively service can be restored to normal working after a failure

Serviceability: ability of 3rd party supplier to meet the terms of their contract

Capacity Management

It ensures that the capacity of IT services and the IT infrastructure meets the agreed capacity and performance
related requirement in s cost effective and timely manner for both current and future capacity needs of the
business.

Business Capacity Management: focused on the current and future business requirement,

Used to translate the business needs into IT requirements. It also ensures that future capacity and performance
needs can be fulfilled. Business Capacity Management should predict changing requirements for capacity demand
and manage such demand on a tactical level. For example, offices are not reducing the usage of papers & replacing
the paper with softcopy documents, which sequentially requires purchasing of more Desktops and Laptops.

Service Capacity Management: focused on the delivery of existing services that support the business, used to
manage, control and predict the performance and capacity of operational services. This includes initiating proactive
and reactive action to ensure that the performances and capacities of services meet their agreed targets.

This target meeting is achieved by measuring performance and comparing it to requirements that are set in Service
Level Agreements (SLAs) or Service Level Requirements (SLRs). Such as if the company is increasing the number of
Desktops and Laptops, then they must also consider hiring more IT support Engineers

Component Capacity Management: focused on individual technology component that underpin the service
provision,

Used to manage, control and predict the performance, utilization, and capacity of IT resources and individual IT
components. This sub-process requires in-depth knowledge of each individual component and their contribution
towards service performance.

The goal is to reduce the total amount of service downtime by monitoring current performance and predicting future
performance.

Capacity Plan

A Capacity Plan is used for planning & managing the resources required for delivering IT services.
The Capacity plan contains the prediction of required resources and their costs for different business scenarios to
achieve the agreed service level targets.

Capacity Report

The Capacity Report provides information about the services, their resource utilization, and current performance.
This report is then used as an input to other Service Management processes and IT Management
Capacity Manager:
This role is the Process Owner of ITIL Capacity Management process. Capacity Manager role is responsible for
ensuring that services and infrastructure are having adequate capacity and can deliver the agreed performance
targets in a cost-effective and timely manner. The span of control of Capacity Manager role includes all resources
required to deliver the service and is also responsible for planning according to short, medium and long-term
business requirements.

Capacity Management Information System: It hold the all information need by all the capacity Management like
Business Data, Service Data, Component utilization Data, Financial Data

Capacity Management Objectives

Activity of Capacity of Management

1. Designing a service so that it meets Service Level agreement (SLA) targets after its implementation.

2. Managing resource performance so that services meet their SLA targets.

3. Periodically reviewing current service capacity and service performance.

4. Assisting with the diagnosis of performance-related issues.

5. Creating and maintaining a capacity plan that aligns with the organization’s strategic plans.

6. Gathering and evaluating data regarding service usage, and document new requirement if any.

7. Guiding the implementation of changes related to service capacity.

Information Security Management

ITIL Information Security Management Process describes the approach and controls the measure of IT security
inside an organization.

Information Security Management Purpose

The primary goal of Information Security Management, ITIL V3 Process, is to efficiently control the access to
organizational information.

Information Security Management Scope:

Information Security Management (ISM) is used to align IT security with business security and ensures that
information security is effectively managed in all services and Service Management activities.

ISM has a strong relationship with other ITIL Processes such as availability management and IT service continuity
management for doing resource and contingency planning.
It also coordinates with incident management to check for any occurrence of security-related incidents. Further, it
coordinates with change management process to check and validate all the proposed changes from the point of
organizational security.

ITIL Information Security Management (ISM) Objective:

The Primary objective of ITIL Information Security Management Process (ITIL ISM) is to align IT security with business
security and ensure that information security is effectively managed in all service and IT Service Management
activities.

It also ensures the confidentiality, integrity, availability, and role-based accessibility of an organization’s assets,
information, data and IT Services are maintained.

Security Management process has four major activities performed under it:

Plan: The objective of this activity is to devise and recommend the appropriate security measures, based on an
understanding of the organization’s requirement.

In this stage, information security management coordinates with service level management to understand the
security requirements defined under SLA.
Implement: This key element ensures that appropriate procedures, tools, and controls are in place to support the
ITIL Information Security Management Policy. It also ensures that the security measures are implemented according
to the defined plan.

Evaluation: This phase is responsible for measuring the success of the security implementation. For doing this it
carries out regular technical security audits of IT systems. It also checks the compliance of security implementation
with IT security policy and security requirements defined in SLAs and OLAs.

Maintain: This phase takes the security evaluation results and suggests improvements on security implementation,
and on security agreements as specified in, for example, SLAs and OLAs.

ITIL Information Security Management (ISM) Activities

Information Security Policies

Derives all security activities, it refers to specific underpinning security policies and must have support of top
management.

IT service Continuity Management

ITSCM prepares the organization to recover from disasters and major emergencies to maintain the business
continuity. It helps the organization in two ways (i) by doing preventive planning for disasters and emergencies,
and (ii) by doing periodic exercises for the handling of disasters and emergencies.

ITIL IT Service Continuity Management (ITSCM) focuses only on those events that the business identifies as
significant enough to be treated as a Disaster. Any less significant events are taken care of by the incident
management process.
ITIL ITSCM process is tightly bound with other ITIL processes, such as Availability Management, Capacity
Management, Service Level Management to access and plan for the resources required to maintain the desired
service level.
ITIL Continuity Management also works closely with Risk Management and Information Security Management to
access the potential threats to the service continuity and take preventive actions.
Moreover, in case of occurrence of any major incidents, ITSCM has to coordinates with Incident Management to
ensure that proper steps are being taken to resolve the issue as quickly as possible

ITIL IT Service Continuity Management (ITSCM) Objective:

Business Continuity Management

It is a process responsible for managing risk that could seriously impact business.

Business impact Analysis

It is activity in BCM that identifies Vital business functions and their dependencies

Business Continuity Plan: It refers to the plan defining the steps required to restore Business Processes Following
disruption.

SERVCIE TARNSITION

Focuses on how to ensure that requirement developed in service strategy and set out service design successfully
built and tested implemented for use in business operation.

Its purpose is to ensure the new modifies or retired service met the expectation’s I the business as documented in
the service strategy and service design stages of the lifecycle.

Service Transition Objective

Service Transition Value

Service Transition Processes

Transition Planning and Support

Plan and coordinate the resources to ensure that the requirement of service strategy encoded in service design

Are realized in Service Operation. It identifies managers and controls any disruptions when transitioning new or
changed service into thee live environment.

Its purpose is to provide overall planning for service transition and to coordinate the resource that they require.
Transition Planning and Support Objective

1. Plan and coordinate resource for service transition

2. Coordinate across projects, suppliers and service teams
3. Establish new or changed service into support
4. Ensure reusability of processed and supporting system
5. Provide clear and comprehensive plans that align to business change projects
6. Monitor and improve the performance of the service transition life cycle

Activities for Transition Planning and Support

Change Management

It concerns with change of IT services, process, infrastructure and components

The purpose of the change management process is to control the lifecycle of all changes enabling a beneficial
change to be made with minimum disruption to IT Services.

Change Management Objectives

Change types

Standard changes: preapproved and operational changes, can be associated with a SR

Normal changes: Traditional change, can be review by the CAB

Emergency changes: Reserved for changes to prevent loss to the business, review by ECAB

Change advisory Board

It is responsible for evaluating high impact request for change, it includes

Customer, user, ITs staff, IT management, consultants, vendors.

Emergency Change advisory Board

SRERVICE CHANGE: it refers to the modification of authorized planned or supported service or served component
and its associated documentation.

REQUEST FOR CHANGE: it is a form upon which the changes is written with all detail information with respect to
the changes.

POST IMPLEMENTATION REVIEW: a meeting had after change is implemented to determine its success.

CHANGE MODEL: it is process model that predefines steps that should be taken to handle a type of changed in an
agreed way.
Change Management Activities

7 R’s of Change Management

Service asset and Configuration Management:

It spans across ITIL lifecycle, it manages service asset and configuration items in order to support other service
management processes.

Its purpose is to ensure that the assets required to deliver services are properly controlled and that accurate and
reliable information about those assets is available when and where it is needed.
Configuration Item

Any configuration or other service asset that needs to be managed in order to deliver an IT service.

Service life cycle CI

Service CI

Organizational CI

Internal CI

External CI

Interface CI

Scam Objectivesbk

Scam Activities

Definitive Media Library

It is single logical storage area all definitive and approved versions of all electronic media configuration items that
include official versions of documentation, software licenses, activation keys are securely stored.
Configuration Item (CI)

Any item under the control of Configuration Management

Configuration Management Database (CMDB)

CMDB is set of one or more connected database that provide a logical model of the IT infrastructure.

Configuration Baseline

It is first measurement of a particular CI or logical group of CIs’

Definitive Media Library (DML)

It is single logical storage area all definitive and approved versions of all electronic media configuration items that
include official versions of documentation, software licenses, activation keys are securely stored

Definitive Spares

Secure storage of definite hardware spares

Configuration Management System (CMS)

Includes tools for collecting, storing, managing, updating and presenting data about all configuration items and
their relationship.

Configuration Management System

Release and Deployment Management

Its purpose is to plan, schedule and control the builds and test deployment release and to deliver new functionality
required by the business while protecting the integrity of existing services.
Release and Deployment Management Objectives

Release and Deployment Management phases

Release and Deployment Unit

A release unit describes the portions f a service or IT infrastructure that is normally released together according to
the organizations release policy.

Release and Deployment Approaches

• Big Bang vs Phased

• Push vs Pull
• Automatic vs Manual
•

Knowledge Management.

The primary role of Knowledge Management is to improve the quality of decision making by ensuring that
accurate, reliable and trustworthy information is available throughout the Service Lifecycle.

In order to achieve this, effective sharing of knowledge in most scenarios requires the development and ongoing
support of a Service Knowledge Management System (SKMS). This repository should be accessible to all parties
who wish to obtain information.
There are often four stages to knowledge:

• Data - from metrics are turned into quality information

• Information - combining this with context, experience and interpretation becomes knowledge

• Knowledge - having the above enables correct decisions to be made which in turn is perceived as wisdom

• Wisdom - the culmination of all of the above

The SKMS is made up of various data source, namely the Configuration Management System (CMS) and
the Configuration Management Database (CMDB) as the following simplistic diagram illustrates:

The SKMS can also hold other information such as staff skills, organizational and user behaviour and supplier
information.

There are four key activities regarding Knowledge Management:

• Knowledge Management Strategy

Any organization needs this strategy to focus on identifying and documenting the type of knowledge it
wishes to capture.

• Knowledge Transfer
Identifying the knowledge gap between person or department and those in need of obtaining that
knowledge. A communication or transfer plan may be required.

• Information Management
Establishing data and information, defining the architecture and finally establishing process and procedures
for operational use and also improvement of the process

• Use of the SKMS

Customers who require access to information at different times of the day can be challenging. There needs
to be control over how this is developed and maintained to ensure accuracy of
data/information/knowledge.

There are many users of knowledge but the main gathers are Operational Staff, 1st and 2nd line support, with the
main users of the knowledge are the Problem Management team.
Knowledge Management Objective

The primary objective of ITIL Knowledge Management Process is to collect, analyse, store and share knowledge and
information within an organization. It also reduces the need for rediscovering knowledge, hence improves the service
efficiency.

This process is also responsible for maintaining the service knowledge management system (ITIL SKMS), which
symbolizes the total body of knowledge within the organization. Here the objective is to capture, arrange, classify,
and store every bit of organizational knowledge and made them available where needed.

Benefits

1. Reductions the amount of time that must be spent on training employees. Since your team will consistently
receive precise and up-to-date information, they will require fewer formal training to meet the performance
expectations.

2. Decreases the number of errors that are made by team members. If your team has the adequate source of
knowledge that is needed to take formal decisions, then they are far less likely to go outside the track.

3. Implementation of the ITIL Knowledge Management process cuts down the effort to complete any steps of
the service process more than once. When everyone would have process awareness, it is less likely that a
known step will be performed incorrectly.

4. Availability of instant knowledge allows the IT professionals to respond to customer demands faster and
more effectively.

Service Knowledge Management System (SKMS)

It is the central repository of the data, information, and knowledge that the IT organization requires, to manage the
lifecycle of its services.

Usually, The SKMS is not comprised of a single system and formed by combining multiple discrete systems & data
sources. The main purpose of ITIL SKMS is to store, analyse, and present the service provider's data, information,
and knowledge in a structured manner.

As described in ITIL, SKMS is a set of databases and tools that are used to manage information and knowledge. All
assets, components, services, databases, documentation, applications etc falls under the purview of it.

SKMS (ITIL V3) symbolizes the total body of knowledge within the service management Lifecycle. ITIL advises us to
take necessary actions to capture and organize the information, parse that information to knowledge, and make that
knowledge available to use when required.

The SKMS is comprised of all the other data retention/categorization mechanism used by service management,
including but not limited to:

1. Service Portfolio
2. Configuration Management System (CMS)
3. Configuration Management Database (CMDB)
4. Supplier and Contract Management Information System (SCMIS)
5. Availability Management Information Systems (AMIS)
6. Capacity Management Information Systems (CMIS)
7. Security Management Information Systems (ISMIS)
8. CSI Register
SERVICE OPERATION

It is where strategy and design has been transitioned into operational environment.
Service Operation Overview

Coordinate and carry out the activity and process required to deliver and manage services at agreed level. It is
where value of service is realized and organizational strategies are executed.

Service Operation Objective

Minimize impact of business outage.

Ensure that access to agreed T services is only provided to authorized to receive those services.

Maintain business satisfaction in IT through effective and efficient delivery of support to agreed IT services.

Value to business

1. Service operation is where the value is delivered

2. Clearer and improved communication
3. IT operational health management
4. Balance between cost vs Quality

Service Operation Scope

It describes the process, function, organization and tools used to underpin the ongoing activities required to deliver
and support services

Service themselves

Service management process

Technology

People

Role of communication in Service Operation: good communication is important within services IT teams and
department with users and internal and external customers and within IT teams and departments.

Service Operation Processes

1. EVENT AMANGEMENT: DEETCTINGA ND MAKING SENSE OF EVET

2. INCIDENT AMNAGEMNET: RESTORING SERVICE TI USERS
3. PROBLEM MANAGEMENT: REMOVING ERROS FORM TH ENVIRONMENT
4. REQUEST FULFILLMET: HANDLING REQUESTS FROM USERS
5. ACCESS MANGEMENT: PROVIDING ACCESS TO AUTHORIZED USERS

Service Operation Function

1. SERVICE DESK: TO EFFECTIVELY MANGEREQUEST

2. TECHNICAL MAANGEMENT: TO HELP PLAN IMPLEMENT AND MAINTAIN A STABLE TECHNICAL
INFRASTRUCTURE
3. IP OPERATIONS MANAGEMENT: EXECUTE THE ONGOING ACTIVITIES TO AMANGE AND MAINTAIN THE TO
INFRASTRUCTURE
4. APPLICATION MANAGSSEMENT: IDENTIFYING FUNCTIONAL AND MANAGEABILITY REQUIREMENT, ASSSIST
IN THE DESIGN AND DEPLOYMENT AND THE ONGOING SUPPORT AND MPROCEMNET OF THE
APPLICATION.

Event Management

Event: an event is any detectable or discern able occurrence that has significance for the management of the IT
infrastructure.
Alert: An alert is a warning that a threshold has been reached something has changed or a failure has occurred.

Its purpose is the ability to detect event and make sense of them and determine the appropriate control action
that is provide by event management. It the basis of operational monitoring and control.

It also provides a way to compare the actual standard against the designed standards. Which becomes input for CI
phase

Event Management Objectives

1. Detect changes of the state that are significant for the management
2. Determine the appropriate control action provide the entry point for the execution of many services
operations process
3. Provide the means to compare actual performance against design
4. Provide a basis for service assurance and reporting and service improvement.

Event Management Scope

Any aspect of service management that needs to be controlled and automated, which includes configuration items,
environment conditions, Software licence monitoring security, normal activity.

Types of Event

Informational: Event which signify the regular operation.

Warning: Event that signify unusual but not exceptional operation.

Exceptional: Event that signify an exception.

Incident Management

The purpose of incident management is to restore the service operation as quickly as possible, minimize the
adverse impact on business operations, Ensure the best possible level of service quality and availability are
maintained.

Incident Management Scope

Incident management Scope

It Include any event which disrupt or which could disrupt a service, it includes events communicated directly by
users through the service desk or from event management.

Incident Management value to Business:

1. detect and resolve incidents which result in lower downtime to the business
2. Identification of potential improvement to service.

Incident: an unplanned interruption to an IT service or reduction in the quality of an IT service.

Functional Escalations: It is transferring an incident, problem or changes to a technical team with higher level of
expertise.

Hierarchic Escalation: itis informing senior levels of management to assist with a n incident, problem or change.

Incident models: Predefinition of commonly occurring incidents with predefined steps, responsibility, timescales
and escalations.

Major Incidents: Incidents that have immediate and significant interruption to business

Determining priority: Priority of an incident on both impact and urgency

P1

P2

P3

P4

P5

Escalation

Functional Escalation: Referring to a special team with higher level of expertise.

Hierarchic Escalation: Informing or involving more senior levels of management.

Incident Management Activities

Request Fllfilment

It prupose is to mange lifecycle of all SR from Users.

Request Fllfilment Objective

Request Fullfilment Basic Concept

SERCICE REQUEST: it is a request from a user for information, advice or standard changes to an IT services.

SERVICE CATALOUGE: it is a database or structured document with infiration about all live IT services, including
those available for deployment.

REQUEST MODELS: some service requests will occr frequently and will required handling consistently in order to
meet agreed service levels.

Problem Management

It is a process which deals with lifecycle of the problems and minimise it effect on business

PROBLEM: Unknown root cause of one or more incidents

INCIDENT: Unplanned disruption or degradation of service

Problem Management Purpose

1. To manage the lifecycle of all problems

2. Minimize the adverse impact of incidents
3. Proactively prevent recurrence of incidents.

Problem Management Objective

1. Prevent problem and resulting incidents form happening

2. Eliminate recurring incidents
3. Minimize the impact of incidents that cannot be prevented.
Problem Management Scope

Problem Management Value to Business

Higher availability and productivity to IT and IT staff.

Reduced expenditure on workarounds or fixes that don’t work and in handling or resolving repeat incidents.

PROBLEM: The cause of one or more incidents

WROKAROUND: It is reduction or elimination of the impact of an incident or problem for which a full resolution is
not yet available

KNOWN ERROR: Error which has documented root cause and workaround.

KNOWN ERROR DATABASE: Database containing all known Error records

Problem Management Activities flowchart

Access Management

ACCESS: is the level and extend of a service functionality or data that a user is entitled to use

IDENTITY: it refers to the information about an individual that distinguishes one individual for another and verifies
their status within the organization

RIGHTS: it is permission, entitlements granted to a user or role.

Access Management Purpose

To grant authorized users the right to use a service while preventing access to non-authorized users. It is also
known as identity or rights management.

Access Management Objective

1. Manage access to service based on policy and action defined in Information security management
2. Efficiently respond to request of granting access to services, changing access rights or restrict access.
3. Oversee access to services.

Access Management Objective

1. Enables the management of confidentiality availability and integrity of data and intellectual property
2. Access management does not define the access policies but enforces them
3. Executes the policies u=in information security management.
Access Management Activities

REQUEST ACCESS, VERIFICATION, PROVIDE RIGHTS, CHECK AND MONIOTR, LOG & TRACK ACCESS, REMOVE OR
RESTRICT RIGHTS.

Service Desk

It serves is as a single point contact for the users to get information to and from IT.

Service Desk Purpose

1. Be a single point of contact for users when there is a disruption.

2. To effectively manage requests.
3. To minimize disruption to the business through the effective handling of incidents.

Service Desk Objective

Service Desk Structure.

LOCAL SERVICE DESK

CENTRALIZED SERVICE DESK

VIRTUALIZED SERVICE DESK

FOLLOW THE SUN

Service Desk Manager Role

 Service Desk Supervisor

Technical Management

It refers to the group department that provide technical expertise to it infrastructure.

Technical Management Role

1. Custodian of technical knowledge and expertise

2. Provides resource to support the service

Technical Management Objective

1. To help plan and maintain a stable technical infrastructure

2. Well designed and highly resilient, cost effective technical topology
3. Use of adequate technical skill to speedily diagnose and resolve.

Technical Management Organization

1. It is not normally provided by a single group or department

2. Its primary criteria are that specialization or division of labour and people are grouped according to
their technical skill.

Application Management

It is the custodian of application knowledge and expertise related to managing applications. It provides resources
to support the IT service management lifecycle.

Application Management Objectives

IT Operation Management

It is made up of 2 components

Roles and objectives of IT Operation Management

Continual Service Improvement

Continual Service Improvement affects all stages of service management. It aims to improve the overall service in
an organization in a continual manner
It aligns IT service to meet the changing business needs. It identifies and implement the improvement to IT services
that support business processes.

Service Measurement
▪ Measurements are critical to the success of continual improvement
▪ all processes must be measurable in an objective way
▪ role of measurements:
1. assessment of the current status
2. identification of improvement areas
3. assessment of the improvements made
▪ types of measurements
1. availability
2. reliability
3. performance
▪ [definition] Critical Success Factor (CSF) is something that must happen if an IT service, process, plan, process,
or other activity is to succeed
▪ no more than two to five CSFs per process for manageable results
▪ Key Performance Indicators (KPI) are used to measure whether the critical success factors are achieved
1. no more than five KPIs, two to three KPIs in the early stage when maturity level is low
2. can be quantitative (e.g. cost) or qualitative (e.g. customer satisfaction)
3. check whether a KPI is fit for use – relevant, accurate and useful
▪ Types of Metrics
1. [definition] a metric is a scale of measure that allows you to define what is to be measured
2. e.g. percentage reduction of unsuccessful changes, average cost of testing a change
3. Technology Metrics – associated with managing service components using monitoring systems,
e.g. availability and performance
4. Process Metrics – captured in terms of the CSFs and KPIs, to assess quality, performance, value,
and compliance of the process
5. Service Metrics – a measure of the end-to-end service performance, results from technology and
process metrics

Continual Service Improvement Objective

Continual Service Improvement Scope

Continual Service Improvement Value

DEMING CYCLE PLAN-DO-CHECK-ACT PDCA-cycle

Business process be placed in a continuous feedback loop so that managers could identify and change the parts of
the process that needs improvements.
CSI MODEL

7-STEP IMPROVEEMNT PROCESS Purpose

To define and manage the steps needed to identify, define, gather, process, analyse, present and implement
improvements

7-STEP IMPROVEEMNT PROCESS Objectives

7-STEP IMPROVEEMNT PROCESS

▪ Purpose
▪ to define and manage the steps required to implement improvements successfully
1. identify and define the measurements and metrics
2. gather, analyze and report the data
3. manage the implementation
▪ Objectives
1. identify improvement opportunities in cost and quality with financial justification (a business case
if more complex)
2. identify the measurements and metrics
3. continually review services to ensure they are aligned with business objectives
▪ Scope
1. analyze performance and capabilities throughout the lifecycle (maturity)
2. make the best use of latest technology
3. improve organizational structures

Seven Steps (DIKW Model)

1. Identify the Strategy for Improvement (Wisdom)
▪ establish the overall vision for the business – how to best benefit the business?
▪ all initiatives being considered are entered into CSI register
2. Define What You Will Measure (Data)
▪ confirm a finalized improvement measurement plan with service strategy and service design
▪ perform gap analysis to identify improvements
3. Gather the Data (Data)
▪ monitor and capture exceptions, resolutions and trends with the data
4. Process the Data (Information)
▪ process data into information (analyzed in context)
 5. Analyze the Information and Data (Knowledge)
▪ understand the trend in data and the reasons behind
▪ compare data to KPIs and targets
6. Present and Use the Information (Knowledge)
▪ present in the correct format with the appropriate details according to audience types:
customers – meet targets?
senior IT management – CSFs and KPIs
internal IT – KPIs to help planning improvements
suppliers – KPIs of their own services
7. Implement Improvement (Wisdom)
▪ implement the improvement (including submitting a business base if required)
▪ a new baseline is established after the improvement and the whole cycle begins anew

SERVICE MEASUREMENT

It is monitoring services and proves for continual improvement.

Why are we monitoring and measuring? When od we stop, is anyone using the data, do we still need this?

TYPES OF METRIC

REASON TO MEASURE
Baselines

Baselines is a measurement used to establish a basis for later comparison

1. Important starting point to compare yourself to later

2. Establishes a initial data point
3. Must be documented recognized and accepted throughout the organization

CSI REGISTER

▪ CSI Registry
▪ record all individual improvements as improvements may be made concurrently
▪ is a service asset managed by the service knowledge management system (SKMS)
▪ includes: ID, Relative size, Timescale, Description, Priority, KPI metric and Justification
▪ Improvement Program Documentation