ITIL

Nuggets 02 – Terminology

BASELINES = Starting point / Reference Point

Performance Based line
Business Case = Justification of spendingmoney
:cost, benefit, risk, potential problem
Capabilities = abilities to carry out the activities
(bisa merupakan Function + processes)
Functions = team of people + tools they use to do activites
(service desk, tech mgmt., app mgmt., IT Ops)
IT Service mgmt = value to costumer through services
 Process = coordinated activities yang menghasilkan
outcome “value”
 Process owner= accountable for process
 Process manager = yg handle operation dan melaporkan ke
process owner
 Resources = IT infra, People, Money Tangeable assets
 Service = mean to deliver value
 service owner = orang yg responsible deliver service
(Continual Service Improvement)
Nuggets 3 – ITSM & Services

 services = a means of delivering value to

customers by facilitating outcomes customer
wanto achieve without the ownership of specific
cost / risk
Nuggets 4 – Processes & Function

 Processes= activities designed to

accomplish a specific objective (process
takes one / more defined inputs and turn
them into defined outputs
- trigger - activity
- dependency - sequence
Processes

 1. Measured
 2. Spesific Result
 3. Meet Expectations
 4. Trigers Change
Processes

1. Process practitioners
orang utama yang mengerjakan process
2. Process manager
yang memantau practitioners/ oversees certain things
3. Process Owner
memantau process sudah sesuai agreement dan
documented / define the process
Function

Grouping of roles that responsible for

performing a defined process / activity
- Service desk
- Tech mgmt.
- App mgmt.
- Facility mgmt.
- IT Ops Control
RACI Chart

 Responsible(group of people that do the

work) -> process practitioner
 Accountable > process owner
 Consulted > giving advise
 Informed > ex : IT Director
Nuggets 5 – Service Lifecycle
Service Strategy

 1. Business Relationship Mgmt

 2. Service Portofolio
 3. Financial Mgmt

Fit for Purpose + Fit for use

UTILITY(support the performance, remove constrain)
+
WARRANTY(avail, continue, capacity, security)
= VALUE
Service Design

 1. Design coordination
 2. Supplier Mgmt
 3. Information Security mgmt.
 4. Service Catalog
 5. IT service Continuity
 6. Availablility mgmt.
 7. Capacity Mgmt.
 8. Service Level Mgmt
Service Transition

 1. transition planning
 2. knowledge mgmt.
 3. release and deployment
 4. service asset and config mgmt.
 5. change mgmt
Service Operation Mgmt

 Processes
 1. event mgmt.
 2. Request fulfillment
 3. access Mgmt
 4. Problem Mgmt
 5. Incident Mgmt
Service Operartion

Functions
 1. Service Desk
 2. IT Operations
 3. Application mgmt.
 4. Technical mgmt
Service Strategy

 Planning activity to offer value to customer

(internal / external)
Service packages, SLPs and assets

 Core Service Package

 1. enabling services
 2. enhancing services
Service Level Package
Waranty
 Availability Level
 Continuity
 Capacity Level
 Security Level

Utility
Feature + support
Service Asset

Any resource and capability that create value

 Resource
tangible /nyata/ physical resource
 Capabilities
intangible / process practioner / orang
yang melakukan
Nuggets 8 – Service Portofolio Mgmt

 Service portofolio = complete set of service

 Service Retirement = service that are retired
 Service Catalog = Current IT Service
 Service Pipeline = Future IT Service

DEFINE (documented business case)-> ANALYZE (optimize

value, supply and demand)-> APPROVE ($)-> CHARTER
(project)
Service Investment

 Transform the Business (TTB)

- new market – ventures – high risk
 Grow the business (GTB)
- Gain More costumer – increase value
- -capture more market space
 Run The Business (RTB)
-status quo – focus on core service
Nuggets 9 – Financial mgmt

 utilize cost of service vs quality of service

 1. Budgeting (future, pipeline, current)
 2. IT Accounting (where is the money)
 3. Chargeback (invoice )

 Business case = business impact analysis

Nuggets 10 – Business Relationship Mgmt

 To
establish and maintain a business relationship
between SP and customer based on business need
 Identify
customer needs and SP able to meet these
needs. And understand These changing needs

Service level management -> maintain SLA’s

Business Relationship MGMT

 Type 1 – Internal Service Provider

1 divisi punya IT sendiri
 Type 2 – Shared Service Provider
punya divisi IT yang maintain 1 office
 Type 3 – External Service Provider
Outsource IT
Business Relationship Mgmt

 Tools:
- Customer portofolio – Customer Agreement Portofolio
 Activities:
-marketing, selling, delivery
- work with service portofolio
Nuggets 11 – Service Design

 To design IT Services that meet initial strategy for

ensuring QoS, customer satisfaction and cost effective
 -value to business
-reduction cost –improve qos
-business strategic alignment – improvement in IT Gov
-Streamlined IT processes – Efficient decision making
and ITSM
Four Perspective of ITSM

 People
 Product -> a services
 Processes -> create SDP
 Partner ->
Service Design Package

 Requirement
 Service Design
 Organization readiness assessment
 Service lifecycle
5 aspect of Service Design

 1. Service Solution
 2. Management Information System
 3. Tech Architectures
 4. Processes
 5. Measure Method & Matrics
Nuggets 12 – Supplier Mgmt

 Supplythe services to support targets and

business expectation
- supplier (3rd Party)
- SCMIS (supplier and contract management
information system )
- Underpinning contract
Underpinning contract

 1. basic term and conditions (how long contract etc)

 2. Servive description and scope (scope nya apa)
 3. service standar ( bottom of SLA)
 4. workload
 5. mgmt informantion (KPI, CSF)
 6. Responsiblities and dependencies ( efek jika
slabreach)
Supplier Catagorization

 1. Strategic – long term/most important

 2. Tactical -
 3. Operational – day to day ops
 4. Commodity
Value + Importance
Risk + Impact
*define ,evaluate, put in SCMIS, Supplier contract mgmt.
(review), contract termination/renewal
Nuggets 13 – Service Level Mgmt

 Ensurethat all current and planned IT serv

are delivered to agreed achievable target.
 Achieveby negotiating, agreeding,
monitoring, and reviewing IT services
target and achiement
Term to know

 SIP – Service Improvement Plan

 SLA – Service Level Agreement
 SLR – Service Level Requirement
 SLAM Chart – SLA monitoring chart (green /red/yellow)
 OLA – Organization level agreement
Service Level Agreement

 Introduction -contact and escalation

 Service description - security
 Mutual responsibilities - cost and charging method
 Scope
 Service hour
 Service availity
 Cust Support info
3 type of SLA

 Service Based SLA’s ( 1 service )

 Customer Based SLA’s (based on cust)
 Multilevel SLA
-corporate level
-customer level
-service level
Service Level Mgmt

 OLA
= make sure support team internal help
meet the SLA target
 SIP – Service Improvement Plan
formal plan to help improve a process or
service due to breaches of SLA
Nuggets 14 – Service Catagoue Mgmt

 To
provide and maintain a single source of
consistent information on all operation services
and those being prepared to be run operationally
 *available to authorized to view it
Service Catalog

 Deliverables
 Prices
 Contact
 Ordering and Request

 Business Service Catalog -- > customer facing

 Technical service catalog  support
Nuggets 15 – Availability Mgmt

 Tounsure that the level of availability

delivered meets the agreed avail needs
and/or service level target in cost effective
and timely maner. This is both current and
future needs of the bussiness
Availability MGMT

 Availability
 Availability MGMT Sys
 Downtime
 Reliability = berapa lama ci tidak can perform without interuption
 Resilience
 Response Time = part of incident mgmt
 Risk = event that can couse harm/loss to objective/treat
 Vital Business Function = function that important to business
 Serviceability = ability 3rd party to meet the contract
Availability

 Theability of an IT Service or CI to
PERFORM its AGREED FUNCTION when
Required (%)
- provide advice and guidance
- produce up to date avail plan
- help diagnose and resolve problems
Availability MGMT

 Process Key element

- Reactive Activities  monitor
- Pro Activities  plan design

Uptime = mean time between failure (MTBF)

Downtime = mean time to restore (MTRS)
Time Between Issues = Mean time between system Incident
Nuggets 16 – Capacity Mgmt

 Capacity
 Capacity Mgmt Information System
 Modeling  way to predict behavior
 Tuning  utilize
 Service Capacity Mgmt ->
 Application sizing
Capacity

 the max amount of delivery ability that an IT

service can produce
 Objective:
 1. produce & maintain an appropriate /uptodate
plan
 2. assist with diagnosing & resolving
performance/capacity issues
 3. ensure all performance achievement meet all of
their agreed target
Capacity mgmt

 Business capacity mgmt.

 Service capacity mgmt.
 Component capacity mgmt.(switch,server etc)
 Performance monitoring (monitor bw,cpu etc)
 Demand management (from strategy mgmt.)
 Modeling ()
 Tuning
 App sizing (sizing hdd)
 Capacity planning (forecast when need more)
Nuggets 17 – Information Security Mgmt

 Make sure confidentiality, integrity and availability of

the organization asset
- Confidentiality
- Risk management
- Security mgmt information system (SMIS)
- Information Security Policy
- Threat
- Vulnerability
Information security management

 Information security management system - ISMS

This guides the development and management of your
information security program
- Physical
- Procedural – how to secure things
- Organizational – security policy
PLAN  IMPLEMENTCONTROLEVALUATEMaintain(CSI
Nuggets 18 - Design Coordination

 To provide and maintain single point of

coordination and control for all act
- Activities yang berhubungan denagn
keseluruhan service design lifecycle stage
- Aktifitas yg berhub dengan individual
design (SDP)
IT Service continuity mgmt

 Business continuity plan

 IT Service Continuity plan
-BIA (business impact analysis)
Recovery option:
-immediate –fast (minutes down)
-Intermediate (days) –Gradual (weeks)
19 – Service Transition

 Plan & Manage Service Change with Efficency

 Successfully deploy the new and changed services
 Make sure that the services changes meet the
agreed requirement
 Educate with the appropriate knowledge &
information about services and asset
 Manage risk
Service Transition - Benefit

 Enable more accurate cost, timing and

resource requirement
 Make it easier to adopt and follow
 Reduce delays
 Improve expectation (stakeholders)
 Ensure new/changed service maintainable
 Improve control of service asset dan CI
20 – Transition Planing & Support

 Toprovide overall planning for service

transtions and to coordinate the resources
that they require
 Terms to know:
Release Policy (major, minor, emergency)
SDP Lifecycle
21 – Change Management

 To
control the lifecycle of all changes,
enabling beneficial change to be made with
minimum disruption of it services
Change Mgmt- terms to know

 CAB
 ECAB
 RFC
 Change Model (standard,normal,emergency)
 Change Record (record all of detail)
 Change Proposal
 Remediation plan (rollback)
22 – Knowledge management

 The share perspectives,ideas, experience and

information to ENSURE these are available in the right
places at right time to enable informed decision
 *reduce need to rediscover knowledge

-Data  fact
– Information  who,when,what,where
–knowledge  how
– wisdom  why
SKMS – Services knowledge information
system

 CMS ( configuration mgmt. sys)

- KEDB (known error database)
- CMDB (configuration mgmt. database)
23 – Service Asset & Conf Mgmt

 Mantau asset betul2 terkontrol, akurat dan

reliable saat dibutuhkan
SACM – term to know

 Service asset = Any resource / capability of SP

 CI
 Attribute = piece of information (version etc)
 CI Type = klasifikasi (software,hardware etc)
 Component = CI item yg lebih spesifik (sykpe)
 Conf baseline = backup conf
 CMDB & CMS
 Relationship = connection between CI
 Verification & audit = make sure up to date
 PLANING
 Identification
 Control
 Status accounting
 Verfication & audit
24 – release and deployment mgmt

 Toplan, schedule, and control the build,

test and deployment of release. To deliver
new functionality with integrity of existing
services
RDM – term to know

 Deployment = roll out

 Release = change to it service that already tested
 Release packaged
 Release record
 Release unit = bundle of component (contoh laptop)
 Build = software build
 Definitive media library = location of CI (logical storage)
Release and Deploy  Service
validation & Testing
 Release policy >> deployment
- Major - Big bang - Phase
- Minor
- Deliverables
- Remediation

- 1. planning 2. build & test 3.Deployment

- 4. review and close
26 – Service Operation -> maintain steady state
Function :
 1. service desk function
 2. technical mgmt function
 3. IT Operation Function
 4. application mgmt. function
Processes
 1. event mgmt.
 2. incident mgmt.
 3. problem mgmt.
 4. request fulfillment
 5. access mgmt
Overview

 Maintain
business satisfaction and
confidence and efficient dlivery and
support
 Minimize impact
 Ensure access only to those authorized
Serv Ops – The balancing Act

 Internal IT vs External Business

 Stability vs Response time
 Cost of service vs QoS
27 – Service Desk Function

 1. local (co located)  expensive

 2. Centralized (1 di HO)
 3. Virtual Service desk
 4. follow the sun

Self help – automated / don’t require human

28 – Technical, Application and IT Ops mgmt
1. Technical mgmt.
help plan, implement and maintain a stable technical infra to
support operation business process
2. IT Ops mgmt.
Define the departement, group / team of people for performing day
to day ops act
- IT Operation control(monitoring)
- Facilities mgmt
3. Application mgmt.
Work with technical to ensure that the knowledge required to
design, test and manage it service is there for the resouces to use
29 – Incident & Problem mgmt

 Incident= restore unexpected degradation of

service or disrupted services
 Problem = involves root cause analysis to determine
underlying cause of incidents
Term to know
 escalation
functional (transfer to high level technical)
hirartical (excaleted to bos)
 Impact
 Incident (major)  total discruption
 Resolution = action to use root cause inc/prb
 Workaround = the way to reduce the impact
 Urgency = how long impact the business
 Known error database (KEDB)  in CMS  SKMS
 Proactive problem mgmt. (act before problem)
 Problem (major) cause of one or more INC
 Root cause = original cause inc
 Threat = possible to create inc
Incident management

 Status : OPEN IN Progress  Resolve Close

 1. identification
 2. logging
 3. categorization ( network, system / sec / apps)
 4. prioritization (impact + urgency = priority)
 5. initial diagnosis
 5. incident escalation (hirarki dan functional esc)
 6. investigation and diagnosis
 7. resolution and recovery
 8. incident closure
PROBLEM Mgmt

 Tomanage the lifecycle of all problems

from first identification through eventual
removal. It seeks to minimize the adverse
impact of incident and problem and to
problem and to proactively prevent
recurren of related error due to incident
Term

 1. trend analysis
 2. root cause analysis
 3. targeted prevention
30 – Event and Access management

Event Mgmt
manage event through their lifecycle

Access Mgmt
To provide the right for user to use services
term

 Alert
notification that some CI need to be aware
 Event
any change of state
 Rights
who can access (the rights)
Event mgmt

 Informational Event (ex:somebody login)

 Warning Event ( threshold cpu, mem, storage )
 Exception Event (malware, cpu spike )
Access Mgmt

 1. request access
 2. Verification
 3. Provide Rights
 4. Monitor Identity Status
 5. Logging and Tracking Access
 6. Removing or Restricting Rights
31 – Request Fulfillment

 Maintainuser and customer satisfaction by

managing the lifecycle of all service
request from users
 Term to know :
 Request model
 Service request
32 – Continual Service Improvement

 Increasing the efficiency

 Maximizing the effectiveness
 Optmizing the cost of services
 Underlying ITSM processes
CSI - term

 Kaizen = continues improvement

 IT Governance
define expectation / assign power /framework
corporate gov = legal thing
it gov = leadership of IT / board put framework
 CSI Register = continual service improvement
database / record of improvement opportunity /risk
/impact. Help to prioritize (part of SKMS)
Seven step improvement process

 1. identify the strategy for improvement

 2. define what you will measure
 3. gather the data
 4. process the data (turn into info)
 5. analyze the information and data
 6. Present and use the information
 7. implement improvement
CSI Approach

 1. what is the vision?  business goal

 2. where are we now?  baselines
 3. where do we want to be? target (measurable)
 4. how do we get there? process
 5. did we get there? measure and check matrix
 6. how do we keep up the momentum? – back to 1
Deming Cycle

Purpose = To improve quality

 PLAN
 DO
 CHECK
 ACK (analysis and improve)
Roles

 Process Owner (matrics and measuring)  MIDAS

accountable and responsible for process
define and documented strategy
improvement opportunities
stakeholder
 Process Manager
responsible for managing day to day act
 Process Practitioner
Do the hands on

Service Owner=make sure end to end delivery, meet the needs