Category: ITIL

ITIL – Service Transition Overview

  1. Transition Planning and Support
  2. Change Management: Ensure reliability & continuity of IT services, minimize risk of change
  3. Service Asset and Configuration Management (SACM): Via CMS logical representation of physical infrastructure
  4. Release and Deployment Management: Ensures planned & cost effective implemented it service
  5. Service Validation Testing: Confidence that new service delivers expected outcome
  6. Evaluation: Service change has intended effect & desired effect
  7. Knowledge Management: Availability & quality of knowledge assets

7 R’s of Change management

  1. Raised
  2. Reason
  3. Return
  4. Risk
  5. Resources
  6. Responsible
  7. Relationship

Service Transition Roles:

  1.  Service Transition Management
  2. Planning & Support
  3. SACM Management (Service Asset & Configuration Management)
  4. Change Management
  5. Performance & Risk Management
  6. Service Knowledge Management
  7. Service Test Management
  8. Release & Deployment Management
  9. Release Packaging & Build
  10. Release Packaging & Build
  11. Deployment
  12. Early Life Support
  13. Build & Test Environment Management

Terms:

  • Build
  • Change
  • Configuration Item (CI)
  • Configuration Management System (CMS)
  • Definitive Media Library
  • Release
  • Release Unit
  • Service Knowledge Management System (SKMS)
  • Transition
  • Validation
  • Change Advisory Board: Customer, Process, Technical

ITIL – Service Design Overview

Service Design Process

  1. Service Catalog Management: Maintaining catalog & it’s availability
  2. Service Level Management: negotiating achievable service level agreements
    1. Service Based SLA
    2. Customer Based SLA
    3. Multi level SLA
  3. Capacity Management: Service & Infastructure meet needs of a service
  4. Availability Management: Ensure service is available
  5. Service Continuity Management: 
  6. Information Security Management: Ensuring assets, information & data are secure
  7. Supplier Management: Ensures value for money from suppliers

Service Design Scope

  1. Design Coordination
  2. Service catalog management
  3. Service level management
  4. Availability management
  5. Capacity management
  6. IT service continuity management
  7. Information security management
  8. Supplier management

Service Design Principles

! 5 Major ASPECTS of service design (STAMP)

1. Service solution: new functionality offered by an application or other service.
2. Tools and systems for management information
3. Architectures
4. Measurement system
5. Processes

  1. Service Portfolio Design
    1. Use to evaluate competitiveness
    2. Provide decision framework
    3. Provide means to compare services
    4. Holistic Approach
    5. Business requirements
  2. Business Requirements in Service Design
  3. Technology Design
    1. Strategic blueprint for development & deployment
  4. Process Design
    1. details process, goals, inputs, outputs, activities, task
  5. Measurement Design

Service Provider Models

  1. In Soure
  2. Outsource
  3. Co-Source
  4. Partnership or Multi-source
  5. Business Process Outsource (BPO)
  6. Application Service Provision (ASP)
  7. Managed Service Provider (MSP)
  8. Knowledge Process Outsource (KPO)

Service Design Analysis: Using RACI model to define Responsible, Accountability, Who is consulted, who is informed

  • What does service design provide to the business?

SLA

 

OLA

 

SLM

Service Level management (SLA): Ensures that all current and planned IT service are delivered to agreed achievable targets.

SLRs

 

SLAM

 

Review

  • Service design considers how the service will be run and managed in operations for both new and changing services.
  • New or changed services should work efficiently and fulfill business requirements including capacity, continuity, availability and security.

ITIL – Service Volume Outline

Service Strategy

  1. Guidance clarification & prioritization of service providers investments in service
  2. Focus on Improving and developing over long term
  3. IT Service Management
  4. Service Portfolio Management
  5. Financial Management for IT Services
  6. Demand Management
  7. Business Relationship management

Service Design

  1. Service Catalogue Management
  2. Service Level Management
  3. Availability Management
  4. Capacity Management
  5. IT Service Continuity Management
  6. Information Security Management
  7. Supplier Management

Service Transition

  1. Transition planning and support
  2. Change management
  3. Service asset and configuration management
  4. Service validation and Testing
  5. Change Evaluation
  6. Knowledge Management

Service Operations

  1. Event Management
  2. Incident management
  3. Request fulfillment
  4. Problem Management
  5. Identity (Access) Management
  6. Operation Management

Continual Service Improvement

  1. Service Measurement
  2. Service Reporting
  3. Service Improvement

ITIL – Acronyms

Acronym Term
ACD Automatic Call Distribution
AM Availability Management
AMIS Availability Management Information System
ASP Application Service Provider
BCM Business Capacity Management
BCM Business Continuity Management
BCP Business Continuity Plan
BIA Business Impact Analysis
BRM Business Relationship Manager
BSI British Standards Institution
BSM Business Service Management
CAB Change Advisory Board
CAB/EC Change Advisory Board / Emergency Committee
CAPEX Capital Expenditure
CCM Component Capacity Management
CFIA Component Failure Impact Analysis
CI Configuration Item
CMDB Configuration Management Database
CMIS Capacity Management Information System
CMM Capability Maturity Model
CMMI Capability Maturity Model Integration
CMS Configuration Management System
COTS Commercial off the Shelf
CSF Critical Success Factor
CSI Continual Service Improvement
CSIP Continual Service Improvement Programme
CSP Core Service Package
CTI Computer Telephony Integration
DIKW Data-to-Information-to-Knowledge-to-Wisdom
eSCM-CL eSourcing Capability Model for Client Organizations
eSCM-SP eSourcing Capability Model for Service Providers
FMEA Failure Modes and Effects Analysis
FTA Fault Tree Analysis
IRR Internal Rate of Return
ISG IT Steering Group
ISM Information Security Management
ISMS Information Security Management System
ISO International Organization for Standardization
ISP Internet Service Provider
IT Information Technology
ITSCM IT Service Continuity Management
ITSM IT Service Management
itSMF IT Service Management Forum
IVR Interactive Voice Response
KEDB Known Error Database
KPI Key Performance Indicator
LOS Line of Service
MoR Management of Risk
MTBF Mean Time Between Failures
MTBSI Mean Time Between Service Incidents
MTRS Mean Time to Restore Service
MTTR Mean Time to Repair
NPV Net Present Value
OGC Office of Government Commerce
OLA Operational Level Agreement
OPEX Operational Expenditure
OPSI Office of Public Sector Information
PBA Pattern of Business Activity
PFS Prerequisite for Success
PIR Post Implementation Review
PSA Projected Service Availability
QA Quality Assurance
QMS Quality Management System
RCA Root Cause Analysis
RFC Request for Change
ROI Return on Investment
RPO Recovery Point Objective
RTO Recovery Time Objective
SAC Service Acceptance Criteria
SACM Service Asset and Configuration Management
SCD Supplier and Contract Database
SCM Service Capacity Management
SFA Service Failure Analysis
SIP Service Improvement Plan
SKMS Service Knowledge Management System
SLA Service Level Agreement
SLM Service Level Management
SLP Service Level Package
SLR Service Level Requirement
SMO Service Maintenance Objective
SoC Separation of Concerns
SOP Standard Operating Procedures
SOR Statement of requirements
SPI Service Provider Interface
SPM Service Portfolio Management
SPO Service Provisioning Optimization
SPOF Single Point of Failure
TCO Total Cost of Ownership
TCU Total Cost of Utilization
TO Technical Observation
TOR Terms of Reference
TQM Total Quality Management
UC Underpinning Contract
UP User Profile
VBF Vital Business Function
VOI Value on Investment
WIP Work in Progress

ITIL – Free Training Resources

Free or Low Cost Practice Test

 Free and Low Cost Resources

Acredited Resources