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ITIL Foundations
Certification Course
Introduction
ITIL History
What is ITIL?
ITSM - IT Service Management
ITIL Certifications
ITIL Goals & benefits of applying IT Service
Management
ITIL Common Terminology
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ITIL History
In the late 1980s, (1989) the British govt. asked the Central Computer and
Telecommunications Agency (CCTA) & OGC (Office of Govt. Commerce) to
structure the IT organizations of the British government agencies.
This resulted in the IT Infrastructure Library, a library of books
describing best practices in IT management, and a detailed approach
for the implementation of these best practices.
The aims of the CCTA in developing the IT Infrastructure Library were:
to facilitate the quality management of IT services.
increase the efficiency with which the corporate objectives are met.
to improve efficiency, increase effectiveness, and reduce risks.
to provide codes of practice in support of total quality.
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What is ITIL?
ITIL is a compilation of best practices in IT Service Management, developed
by the OGC (Office of Govt. Commerce) and supported by publications,
qualifications and an international user group.
ITIL defines the organizational structure and skill requirements of an
information technology organization and a set of standard operational
management procedures to allow the organization to manage an IT
operation and associated IT infrastructure.
ITIL does not set in stone every action you should do on a day-to-day basis
as that is something which differs from organization to organization. Instead,
it allows the IT Infrastructure Library to be utilized within organizations with
existing methods and activities in Service Management.
IT Service Management (ITSM) is concerned with delivering and supporting
IT services that are appropriate to the business requirements of the
organization.
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What is ITIL?
ITIL is owned by the UK Governments Office of Government
Commerce (OGC)
ITIL is a Public Domain
At 1996 Launched in North America
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Q
Which of the following is a benefit of using ITIL?
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Function
Functions: A team or group of people and the tools they use to carry
out one or more Processes or Activities.
Functions provide units of organization responsible for specific
outcomes.
ITIL Functions covered include:
Service Desk
Technical Management
Application Management
IT Operations Management
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ITIL Certificate
ISEB (Information Systems Examination Board) /EXIN (examination board)
IT Service Management Foundation (ITIL) Certificate
Multiple choice examination (2 hour)
65% required to pass (26 from 40)
The board currently functions under the support of the British
Computer Society (BCS).
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Defining Processes
Process
Elements
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Defining Functions
Functions refer to the logical grouping of roles and automated
measures that execute a defined process, an activity or combination
of both.
The functions within Service Operation are needed to manage the
steady state operation IT environment.
Just like in sports where each player will have a specific role to play in
the overall team strategy, IT Functions define the different roles and
responsibilities required for the overall design, delivery and
management IT Services.
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The ITIL
Functions from
Service
Operation
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RACI Model
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Service Strategy
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Service Strategy
The Service Strategy phase is concerned with the development of
capabilities for Service Management.
The guidance provided by the volume can be summarized as:
Understanding the principles of Service Strategy.
Developing Service Strategy within Service Management.
Strategy and Service Economics.
How strategy affects the Service Lifecycle.
Strategy and organizational culture and design.
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Q
Which of the following is one of the primary objectives of Service
Strategy?
A- To design and build processes that will meet business needs
B- To provide detailed specifications for the design of IT services
C- To transform Service Management into a strategic asset
D- To underscore the importance of services in the global economy
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Line of Service
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Service Portfolio
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Service Portfolio
A Service Portfolio describes a providers services in terms of business value.
It includes the complete set of services managed by a Service Provider,
providing a means for comparing service value across multiple providers.
It is possible for a Service Provider to have multiple Service Portfolios
depending on the customer groups that they support.
The information contained within the portfolio is used to manage the entire
lifecycle of all services, for one or more customers.
Services are grouped into three distinct categories in the Service
Portfolio:
Service Pipeline (services that have been proposed or in development).
Service Catalogue (live services or those available for deployment).
Retired Services (decommissioned services).
The information making up the Service Portfolio(s) will come from many
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sources.
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A. Interrelated activities
B. Officials
C. Departments
D. IT resources
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Q
What is the RACI model used for?
a) Documenting the roles and relationships of stakeholders in a process
or activity
b) Defining requirements for a new service or process
c) Analyzing the business impact of an incident
d) Creating a balanced scorecard showing the overall status of Service
Management
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Q
Which of the following is NOT one of the ITIL core publications?
a) Service Optimization
b) Service Transition
c) Service Design
d) Service Strategy
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Revision
ITSM is the effective and efficient process driven management of
quality IT Services.
The added value to ITSM is that is business aligned and maintains a
holistic Service Lifecycle approach.
Four Perspectives of ITSM (as found in Service Design Phase):
People
Partners
Process
Products
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Revision
Process vs. Service
Process: a set of coordinated activities combining and
implementing resources and capabilities in order to produce an
outcome and provide value to customers or stakeholders.
Characteristics of every process include:
Revision
A process owner is responsible for improvements and ensuring that
the process is fit for the desired purpose. They are accountable for the
outputs of that process.
A service owner is accountable for the delivery of a specific IT
Service and is responsible for continual improvement and
management of change affecting Services under their care.
The process owner and service owner are accountable for the
process or service under their care. However they may not be
responsible for performing many of the actual activities required for
the process or service.
A Process Manager is responsible for the operational (daily)
management of a process. There may be several Managers for one
process.
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Revision
RACI Model
The RACI model helps show how a process actually does work end
to end across several functional groups by defining roles and
responsibilities, as well as organizational structure.
R Responsibility
A Accountability
C Consult
I Inform
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Revision
Service Provider Types
Internal Service Provider
Shared Service Provider
External Service Provider
Roles: There are many roles associated with ITIL processes.
Each process should have a Process Manager.
IT Infrastructure: all the hardware, software, networks, facilities,
services and support elements that are required to develop, test,
deliver, monitor, control and support IT Services
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Revision
ITSM: A set of specialized organizational capabilities for providing
value to customers in the form of services.
Capabilities: The functions and processes utilized to manage
services. Capabilities are intangible assets of an organization and
cannot be purchased, but must be developed and matured over time.
Resources: A generic term that includes IT Infrastructure, people,
money or anything else that might help to deliver an IT service.
Resources are also considered to be tangible assets of an
organization.
Good Practice: (also referred to as Best Practice) That which is
successful in wide industry use
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Revision
Functions: A team or group of people and the tools they use to carry
out one or more Processes or Activities. Functions provide units of
organization responsible for specific outcomes.
Customer: refers to the person who pays for the service, or has the
authority to request a service
User: An organizations staff member/employee who uses the IT
service
System: refers to a range of repositories for storing and accessing
information can include databases, Filing cabinets, storage
cupboards , Servers, Routers, Swithes
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Financial Management
Activities:
Budgeting(Funding)Predicting the expected future requirements for funds to deliver the agreed upon services and monitoring adherence to the defined budgets.
IT Accounting
Charging (Chargeback) (optional activity) Charging customers for their use of IT Services.
Benefits of Financial Management
Enhanced decision making
Increased speed of change
Improved Service Portfolio Management
Financial compliance and control
Operational Control
Value capture and creation
Increased visibility
Increased perception of IT
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Terminology
Cost Types: These are higher level expenses identified such as hardware,
software, people, accommodation, transfer and external costs.
Cost Elements: The actual elements making up the cost types above e.g. for the
hardware cost type it would include the elements such as CPUs, Servers, Desktops
Direct Costs: Cost elements identified to be clearly attributed to only a single
customer or service.
Indirect Costs: Often known as overheads, these are costs that are shared across
multiple customers or services, which have to be shared in a fair manner.
Cost Units: A cost unit is the identified unit of consumption that is accounted for a
particular service or service asset.
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Q
Business drivers and requirements for a new service should be
considered during?
a) Review of the router operating system patches
b) Review of the current capabilities of IT service delivery
c) The Post Implementation Review (PIR) of a change
d) Decommissioning legacy servers
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Q
Which of the following activities is Service Level Management
responsible for?
a) Design the configuration management system from a business
perspective
b) Create technology metrics to align with customer needs
c) Create a customer facing service catalogue
d) Train service desk on how to deal with customer complaints about
service
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Q
When analyzing an outcome for creation of value for customers, what
attributes of the service should be considered?
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Q
Setting policies and objectives is the primary concern of which of the
following elements of the Service Lifecycle?
a) Service Strategy
b) Service Strategy and Continual Service Improvement
c) Service Strategy, Service Transition and Service Operation
d) Service Strategy, Service Design, Service Transition, Service
Operation and Continual Service Improvement
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Q
Which ITIL process has responsibility in preventing unauthorized
access to data?
A. IT service continuity management
B. Availability management
C. Release management
D. Security management
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1. It is measurable
2. It is timely
3. It delivers a specific result
4. It responds to a specific event
5. It delivers its primary result to a customer or stakeholder
a) 1, 2, 3 and 4 only
b) 1, 2, 4 and 5 only
c) 1, 3, 4 and 5 only
d) All of the above
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Q
A Service Level Package is best described as?
Q
A Service owner is responsible for which of the following?
a) Recommending improvements
b) Designing and documenting a Service
c) Carrying out the Service Operations activities needed to support a
Service
d) Producing a balanced scorecard showing the overall status of all
Services
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a) An Operations Lifecycle
b) An IT Management Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle
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a) They are used to create value in the form of output for production
management
b) They are used to create value in the form of goods and services
c) They are used to create value to the IT organization for Service
Support
d) They are used to create value to the IT organization for Service
Delivery
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Q
Learning and improvement is the primary concern of which of the
following elements of the Service Lifecycle?
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Q
A Process owner is responsible for which of the following?
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Demand Management
GOAL:
1.The primary goal of Demand Management is to assist the IT Service
Provider in understanding and influencing Customer demand for
services and the providing of Capacity to meet these demands.
2.Identification and analysis of Patterns of Business Activity (PBA) and
user profiles that generate demand.
3.Utilizing techniques to influence and manage demand in such a way
that excess capacity is reduced but the business and customer
requirements are still satisfied.
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Demand Management
questions asked about Demand management here include:
When and why does the business need this capacity?
Does the benefit of providing the required capacity outweigh the
costs?
Why should the demand for services be managed to align with the
IT strategic objectives?
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Demand Management
Demand Management utilization will vary greatly between each
organization.
Two examples showing these differences are:
Health Organizations: When providing IT Services that support critical services
being offered to the public, it would be unlikely that there would be many (if any)
demand management restrictions that would be utilized, as the impact of these
restrictions could lead to tragic implications for patients being treated.
Commercial Confectionery Organizations: Typically a confectionery company
will have extremely busy periods around traditional holidays (e.g. Eids).
Demand Management techniques would be utilized to promote more cost-effective
use of IT during the non-peak periods.
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Demand Management
There are two ways to influence or manage demand:
1. Physical/Technical constraints e.g. restrict number of connections,
users, running times
2. Financial chargeback e.g. using expensive charging for services
near full capacity or over capacity quotas
Demand Management needs to work closely with the other Service
Strategy processes (Financial Management & Service Portfolio
Management), as well as Service Level Management in ensuring the
appropriate development of Service Packages that positively influence
the demand and consumption of IT resources and services.
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Every morning between 8:00am and 8:30am, approximately 1500 users logon to the
network. At the same time, many IT services, batch jobs and reports are run by
various groups throughout the organization.
Recently the performance of the IT infrastructure has been experiencing problems
during this time period, Outside of this time, the IT infrastructure performs at
acceptable levels.
What are some Demand Management techniques that could be utilized to
address this situation?
Staggering work start times
Prioritizing reports and batch jobs
Running non-time-critical reports and batch jobs at night or outside typical work
hours
Restricting any non-critical activities during peak periods
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Q
Which of the following statements is CORRECT about good
practice?
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Q
Consider the following statements:
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Q
Which of the following is the CORRECT description of the Four Ps of
Service Design?
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Q
Which ITIL process is responsible for drawing up a charging
system?
a) Availability Management
b) Capacity Management
c) Financial Management for IT Services
d) Service Level Management
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Q
A Service Level Package is best described as?
a) Service Strategy
b) Service Strategy and Continual Service Improvement
c) Service Strategy, Service Transition and Service Operation
d) Service Strategy, Service Design, Service Transition, Service
Operation and Continual Service Improvemen
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a) Purpose
b) Products
c) Perspectives
d) Practice
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Q
The contents of a service package include:
Service Design
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Service Design
The Service Design phase is concerned with the design of IT
Services, as well as the associated or required items like:
Processes.
Service Management systems and tools.
Service Solutions.
Technology architectures.
Measurement systems.
The important factor in the design of new or changed services is to
support changing business needs.
Every time a new service solution is produced, it needs to be checked
against the rest of the Service Portfolio to ensure that it will integrate
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and interface with all of the other services in existence.
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Q
The Information Security Policy should be available to which groups of
people?
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Q
Which ITIL process is responsible for setting up the cost allocation
system?
A. Availability Management
B. Financial Management for IT Services
C. Capacity Management
D. Service Level Management
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Q
Which process is responsible for recording the current details, status,
interfaces and dependencies of all services that are being run or being
prepared to run in the live environment?
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Revision
Service Designs
Design ultimate concern is the design of new or modified
services for introduction into a production (live) environment.
Service Design is also concerned with the design of new and modified
processes required to deliver and support these services.
Parts of Service Design
Service Solutions
Service Management systems & tools
Technology Architectures
Processes
Measurement Systems and Metrics
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Revision
Service Design Packages
Defines all parts of an IT Service and its requirements through each stage of its
Lifecycle. A Service Design Package is produced for each new IT Service, major
Change, or IT Service Retirement.
Service Design Package contents:
Business Requirements
Service Applicability
Service Contacts
Organizational Readiness
Assessment.
Revision
Service Solution:
Solution includes all of the functional requirements, resources
and capabilities needed and agreed
Service Level Management
Goal: To ensure that the levels of IT service delivery are achieved,
both for existing services and new services in accordance with the
agreed targets.
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SLA Structures
Service Based SLA
Customer Based SLA
Multi-level Based SLA
Corporate level
Customer level
Service level
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SLA Notes
Points to note:
Agreements are INTERNAL
Contracts are EXTERNAL
You cannot have a legal contract/agreement with an internal
department of you organization
If they try and mix the terms up (and they will) use the
INTERNAL/EXTERNAL as keyword
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Key Terms
SLA: Service Level Agreement
OLA: Operational Level Agreement
UC: Underpinning (Supporting) Contract
SC: Service Catalog
SLR: Service Level Requirements
Service Improvement Plans (SIP): formal plans to implement
improvements to a process or service.
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Supplier Management
Goal: To manage suppliers and the services they supply, to provide
seamless (good) quality of IT service to the business and ensure that
value for money is obtained.
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Key Terms:
SCD: Supplier Contract Database
SSIP: Supplier Service Improvement Plan
UC: Underpinning Contract
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Capacity Management
Goal: The goal of the Capacity Management process is to
ensure that cost-justifiable IT capacity in all areas of IT
always exists and is matched to the current and future
needs of the business, in a timely manner.
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Availability Management
Goal: To ensure that the level of service availability delivered in all
services is matched to or exceeds the current and future agreed
needs of the business in a cost-effective manner.
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Key Terms:
Availability: The ability of an IT Service or component to perform its required
function at a stated instant or over a stated period of time.
AMIS: Availability Management Information System
Reliability: Freedom from operational failure.
Resilience: The ability to withstand failure.
Maintainability (internal): The ability of an IT component to be retained in or
restored to, an operational state.
based on skills, knowledge, technology, backups, availability of staff.
Serviceability (external): The contractual obligation / arrangements made with
3rd party external suppliers. Measured by Availability, Reliability and
Maintainability of IT Service and components under control of the external suppliers.
managed by Supplier Management in Service Design
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Key Terms:
Vital Business Function (VBF): The business critical elements of
the business process supported by an IT Service.
MTRS: mean time to restore service Downtime
MTBF: Mean time between failures Uptime
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Capacity Manager
Responsibilities:
Ensure adequate performance and capacity for all IT services
Capacity Plan (development and management)
Oversee Performance and Capacity monitoring & alerting
Report provision and advice
Skills:
Strategic business awareness
Technical and analytical acuity
Consultancy
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Availability Activities
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Recovery Options
Recovery Options:
Do nothing!
Manual back-up
Reciprocal agreement
Gradual recovery (cold standby, $)
Intermediate recovery (warm standby, $$)
Fast recovery (hot standby, $$$)
Immediate recovery (hot standby, $$$)
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Q
Users have complained about email service. An evaluation of the
service has been performed. Which activity takes place after the
evaluation of a service?
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A. Change Management
B. Capacity Management
C. Security Management
D. Availability Management
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Q
Which ITIL process provides an insight, through the modeling activity,
into trends that could cause performance problems in the future?
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A. Problem Management
B. Capacity Management
C. IT Service Continuity Management
D. Service Desk
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A. Availability Management
B. IT Service Continuity Management
C. Problem Management
D. Service Level Management
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Q
Which of the following are responsibilities of a Service Level Manager?
1.Agreeing targets in Service Level Agreements (SLAs)
2.Designing technology architectures to support the service
3.Ensuring required contracts and agreements are in place
RACI is an acronym for four roles. Which of the following is NOT one
of the RACI roles?
A. Informed
B. Accountable
C. Consulted
D. Reliable
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Terminology
Counter Measures: Measures to prevent or recover from disaster
Manual Workaround: Using non-IT based solution to overcome IT
service disruption
Gradual recovery: Cold standby (>72hrs to recover from a Disaster)
Intermediate Recovery: Warm standby (24-72hrs to recover from a
Disaster)
Immediate Recovery: Hot standby (< 24hrs, usually implies 1-2
hours to recover from a Disaster)
Reciprocal Arrangement: Agreement with another similar sized
company to share disaster recovery obligations
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Capacity Management
Purpose
Provide an important point for performance and capacity-related
analyses and planning.
Business Capacity Management The management of capacity for
business services.
Capacity The maximum throughput that can be provided by a CI.
Capacity Plan A long-term plan for providing adequate
service capacity to meet expected service level targets.
Capacity Management Information System The
information system that contains all capacity-related plans,
analyses, information, and reports.
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Capacity Management
Component Capacity Management The management of capacity for
configuration items that make up an IT service.
Demand Desired use of an IT service or resource.
Human resource capacity An aspect of Capacity Management that deals with
staffing, scheduling, and training of human resources and their effects on service
capacity.
Performance The measurable results of a resource, CI, or service.
Service Capacity Management The management of capacity for IT services.
Threshold An operational level that, when exceeded, causes an alert or action to
be initiated.
Tuning The adjustment or manipulation of IT resources to make better use of
those resources, including balancing and optimization.
Utilization The use of a resource.
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Capacity Management
Roles
Capacity Manager Oversees Capacity Management activities
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Availability Management
Purpose
Provide a focal point for availability-related analyses and planning.
Availability The ability of an item to perform its function when
required.
Component Failure Impact Analysis Analysis performed to
determine how component failure impacts IT services.
Fault Tree Analysis Analysis that indicates a chain of events that
led to a problem.
Maintainability How rapidly an item can be restored to normal
operation after a failure.
Reliability How long an item can perform its function without
interruption.
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Availability Management
Service Failure Analysis Analysis performed to determine the
cause of related service interruptions. Note that this focuses on
service interruption as opposed to Root Cause Analysis, which
focuses on the cause of incidents.
Single Point of Failure (SPOF) A configuration item that, when it
fails, may cause an incident. Identification of SPOFs is an important
aspect of managing service availability.
Vital business function The critical business functions of a
business service.
Roles: Availability Manager Oversees Availability Management
activities
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Supplier Management
Purpose
Manage service providers in support of service level targets.
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Supplier Management
Invitation to Tender (ITT) A document similar to the Statement of
Requirements.
Operational Level Agreement (OLA) See Service Level
Management.
Service Provider Any internal or external provider of an IT service.
Statement of Requirements (SoR) A document identifying all
requirements for a service or project.
Supplier and Contracts Database a repository of information
about suppliers and contracts with suppliers.
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Supplier Management
Supplier performance Suppliers that provide services at
appropriate levels of service tend to be retained, whereas those that
do not tend to have their contracts terminated.
Supplier Service Improvement Plan Actions that are to be taken
by a supplier to improve levels of service.
Underpinning Contract (UC) See Service Level Management.
Roles
Supplier Manager Oversees Supplier Management activities
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Other Practices
Application Management The management and control of
applications through their entire lifecycle, from creation to retirement.
Data and Information Management The control, organization, and
disposition of data and information within the organization. This
includes collection as well as disposal.
Design The definition of an IT service based on collecting
requirements, designing the service, and identification/ implementation
of a service to meet those requirements.
Requirements Engineering The discipline of collecting, organizing,
and prioritizing requirements for a CI or service to be designed.
Service Portfolio Management - Managing the list of planned,
existing, and retired services.
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Service Transition
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Q
The MAIN purpose of the Service Portfolio is to describe services in
terms of:
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Q
Which of the following is a responsibility of Supplier Management?
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Which of the following are the two primary elements that create value
for customers?
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A. Applications
B. Infrastructure
C. Value
D. Resources
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To add value to the business, what are the four reasons to monitor
and measure?
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Service Transition
The service transition stage prepares a new or changed service
for operation.
The primary activity done during this stage is Transition Planning and
Support.
This process plans all of the activities that must take place to put the
service into production.
This may involve the creation of a number of RFCs that will carry out
all necessary changes (Change Management) and deployments
(Release and Deployment Management).
Prior to moving the service into production, there may be a period of
testing and validating the service to ensure sufficient quality of the
service.
Service Transition
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Change
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Release
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Change Management
Purpose
Manage all changes to the IT infrastructure in a controlled manner.
Change assessment An evaluation of the change request from
various points of view.
Change authorization Approval of a change request. There may be
different authorization levels based on the type of change being
considered.
Change priority The order in which change request are considered
for authorization.
Change process model Predefined workflows for changes that fit
within predetermined templates.
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Change Management
Change record a record of a change throughout its lifecycle. The
information in an RFC becomes the initial part of a change record.
Remediation The approach or plan to be followed if a change is not
successful. This may involve backing out an
installation, invoking continuity plans, or some other approach.
Request For Change (RFC) A record of a proposed change.
Risk categorization An evaluation of the overall risk of a change
request to the business.
Standard changes A very low-risk change that is preauthorized for
implementation.
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Knowledge Management
Purpose
Ensure that the right information is provided to the right roles at the
appropriate time.
Data disjointed facts about events.
Information context for data.
Knowledge Insights gained from individuals about events
concerning how events happened.
Knowledge Management Strategy Overall policies, governance,
roles, and procedures for knowledge management.
Wisdom Discernment concerning why events happened.
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Evaluation
Purpose
Determine the ramification of a proposed service change whether as a
result of a Request for Change, a new Service Design Package, or testing.
Actual performance A measure or assessment of the past effects of an
implemented change.
Deviation The determination that actual performance is acceptable.
Predicted performance A measure or assessment of the effects of a
future change.
Risk A potential occurrence that may cause loss.
Risk management formula Likelihood X impact.
Unintended effects Side effects of a change, arrived at by discussions
with stakeholders to determine effects other than those anticipated by the
change request.
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Evaluation
Roles
Performance and Risk Evaluation Manager Identifies issues
and risks as input to service testing and service transition
Process Owner Provides high-level direction for a process and
ensures that a process is implemented and performed to support
business objectives
Service Owner Provides high-level responsibility for the design,
development, maintenance, and support of a service
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Other Practices
Communications and Commitment Management The practice of
providing effective communication to all affected parties concerning a
change.
Organizational and Stakeholder Change Management The
practice of managing process and cultural changes among IT
stakeholders. Many changes affect important underpinnings of how an
organization works. This practice goes beyond mere deployment of
changes to determine how to improve the acceptance of significant
changes within an organization.
Stakeholder Management The practice of resolving the needs and
concerns of stakeholders of IT services. Stakeholders may represent
a variety of interests, including customers, users, regulatory
organizations, business units, partners, and others.
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Service Operation
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Service Operation
In the Service Operation stage, a service is available for IT end users.
During execution of the service, it is monitored to determine service
levels as well as to look for operational faults.
Operational faults may be detected as events from service monitoring.
Those events may be resolved within Event Management or may be
escalated to Incident Management to be resolved by Service Desk
personnel.
In either case, the event is recorded as an incident and the service is
restored as quickly as possible via either a workaround or some other
resolution.
Faults may also be detected by users, who may contact the Service
Desk to log an incident.
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Service Operation
The Incident Management process is used by the Service Desk to get
the service restored to the user as quickly as possible.
The Problem Management process supports the Incident
Management process by looking for incident trends (problems) and
resolving root causes of those problems.
This process also proactively addresses any faults not yet previously
identified.
The user may also contact the Service Desk to carry out simple,
virtually risk-free actions (service requests) that cannot be performed
by the user (Request Fulfillment) or to provide access to services or
service assets (Access Management).
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Service Operation
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Restoring a Service
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Service Desk
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Event Management
Purpose
To identify and resolve system events that represent failures within
configuration items.
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Event Management
Event Correlation Various system monitoring tools generate events
according to predefined event generation rules. The usefulness of event
management is closely tied to how well these rules are defined. Tightly
constrained rules will not generate enough events to identify many
failures, whereas loosely constrained rules will generate many false
positives.
Event response Some events may have an automatic response
associated with the event, such as restarting a process. Other events
may require manual intervention, such as incident management or
creation of an RFC.
Monitoring Monitoring is different from event management.
Monitoring determines the status of a configuration item or service,
whereas event management identifies changes in status of those CIs
and services that represent faults within the IT infrastructure.
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Incident Management
Purpose
To restore service operation to a user as rapidly as possible.
Classification Grouping similar types of incidents into categories.
Escalation Incidents that cannot be resolved by available resources
are escalated either to those with greater skills (functional escalation)
or to those who are at higher levels of management (hierarchical
escalation).
Incident models Similar types of incidents may follow similar paths
to resolution. For this reason, predefined workflows for specific types
of incidents may be created.
Major incidents Some incidents are of such magnitude that they
are treated individually. Such an incident may be treated as an
individual problem in Problem Management.
Incident Management
Prioritization The relative impact and urgency of an incident, where
impact is the effect the incident has on the business, and urgency is
how long it will take for the incident to have that effect.
Recovery Returning a configuration item to its working state after
resolution.
Repair Replacing or fixing a configuration item.
Resolution Addressing the root cause of an incident or problem via
a repair or a workaround.
Timescales A time period in which an incident should be resolved or
escalated. Because incident management is focused on rapid
restoration of services, timescales are important.
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Incident Management
Roles
Incident Manager Oversees the incident management process
and incident management staff
First line Provides initial handling of user contacts with the service
desk
Second line Provides more technical expertise for resolving
incidents
Third line Provides the most in-depth technical expertise in
support of incidents
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Request Fulfillment
Purpose
Request fulfillment processes service requests and requests for
information. Access-related service requests are processed by
Access Management.
Request Model a predefined workflow for handling a specific type
of service request.
Service Request a standard (preapproved) change that is
straightforward and virtually risk-free.
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Problem Management
Purpose
To diagnose root causes of incidents, request changes that will
resolve those root causes, and reduce the number of future
incidents.
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Problem Management
Known Error a problem for which the root cause has been
determined and a workaround or resolution has been created.
Proactive problem management looking for potential problems
before they are reported by other processes or functions and resolving
those problems.
Problem a problem is a root cause of a group of related incidents.
Problem Model a predefined workflow for handling a specific type
of problem.
Reactive problem management resolving problems that have
already been uncovered by incident management or some other
source.
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Problem Management
Roles
Problem Manager Focal point for problem management activities
and coordinator of teams resolving problems
Problem-Solving Groups Teams representing various technical
groups provisionally assigned to resolve problems
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Access Management
Purpose
To provide rights for a user to access a service.
Access the ability to make use of a specific configuration item.
There may be different types of access, such as read, write, execute,
etc.
Directory services An application that records the rights given to
each identity and allows modifications to those rights
Identity the name of a user or group. Access rights are granted to
identities.
Rights permission given to an identity.
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Other Practices
Facilities and Data Center Management Management of the
physical location where IT resources are housed. This location is often
referred to as a data center.
Information Security Management and Service Operation
Enforcement of information security policy during service operations.
Monitoring and Control The cycle of service monitoring and
response.
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IT Operations
The operation and management of specific types of technology
resources. Support for these resources requires specific types of
expertise. Examples include the following:
Mainframe Management
Server Management and Support
Network Management
Storage and Archive
Database Administration
Directory Services Management
Desktop Support
Middleware Management
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Internet/Web Management
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