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ITIL V2 - Foundation Essentials

ITIL V2 - Foundation Essentials

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Published by Rodrigo Silva
ITIL V2 - Foundation Essentials
ITIL V2 - Foundation Essentials

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Published by: Rodrigo Silva on May 13, 2009
Copyright:Attribution Non-commercial

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07/15/2010

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ITIL v2 Foundation essentialsITIL history
 – 
A set of Best Practices
 – 
ITIL framework of processes
 – 
Standard vocabulary
IT challenges
The support problem
Processes and procedures
IT Service Management objectives
Quality and the Deming cycle
Configuration Management
Goal
 – 
Infrastructure information
 – 
Close Control the Infrastructure
Responsibilities
 – 
Plan, Identify, Control, Status Accounting, Verification & Audit
 – 
Configuration item
 – 
Categories, Attributes, Relationships, Status, History, Unique, Ref. No.
 – 
CMDB: Scope and Detail
 – 
BaselineConfiguration Management supports all other processes and it is more than assets register
Service Desk
Goal
 – 
SPOC
 – 
Facilitate Service Restoration
 – 
Deliver support to meet Service Level Agreements (business goals)
 – 
Support Changes, generate reports, communicate and promote Services
Responsibilities
 – 
Receive, record and track calls
 – 
Escalation and referral
Incident lifecycle Management
Types and structures of Service DeskAlways remember:Service Desk is a function not a process
 
Incident Management
Goals
 – 
Restore service ASAP whilst minimizing impact
 – 
Ensure to meet Service Level Agreements
Responsibilities
 – 
Incident detection, recording
 – 
Classification, initial support
 – 
Investigation, diagnosis
 – 
Resolution and recovery. Incident closure
 – 
Incident Control
 – 
Incident Ownership, monitor, track & communication
Incident Lifecycle Management
Classification – Priority, Category and Incident Matching
Problem Management
Goals
 – 
Reduce to minimum impact of Incidents and Problems
 – 
Prevent Incidents recurrence
 – 
Improved use of resources
Responsibilities
 – 
Problem Control
 – 
Error Control
 – 
Assist with Major Incidents
 – 
Proactive Prevention
 – 
Management Information
 – 
Complete Major Problem Reviews
Reactive to Proactive
 – 
Stop problems from Occurring / Recurring
Change Management
Goals
 – 
Approve changes with an acceptable level of risk and cost
Responsibilities
 – 
Manage the process: accept, filter and record RFCs; assess impact, cost,benefit and risk; justification and approval; manage and coordinateimplementation; chair CAB and CAB/EC; monitoring and reporting; review andclosure
CAB and CAB/EC
 
 – 
Membership
 – 
Advisory role
 – 
Assess impact, urgency and resources
 – 
Urgent changes
Urgency/Priority/Impact
 
 Process always ends with a change review (PIR – Post Implementation Review)
Release Management
Goal
 – 
Plan, oversee rollout of releases; design & implement, distribution &installation procedures; ensure sw and hw changes are traceable, work closelywith configuration and Change Management
Responsibilities
 – 
DSL and DHS; release plans and policies, build release, testing, acceptance,sign off, manage release, distribute and install sw and hw, audits,communication and training
Releases and version control
Release Management – Operational; Change Management – Control; ConfigurationManagement - Administration
Service Level Management
Goals
 – 
Improve service quality
 – 
Measurable service levels
 – 
Balance between customer demand and services capabilities
Responsibilities
 – 
CRM - Customer Relationship Manager
 – 
Service Catalogue
 – 
Service Level Requirements; Negotiate, prepare & monitor agreements,Service Level Agreements (SLA), Operational Level Agreements (OLA) andUnderpinning Contracts (UC)
 – 
Service Improvement/Quality plans (SIP)
Minimum requirements for an agreement
 – 
Period, service description, availability, response times, signature
Capacity Management
Goals
 – 
Right amount, right time, efficiently and cost effectively
Sub-Processes
 – 
Business Capacity Management
 – 
Service Capacity Management
 – 
Resources Capacity Management
Activities
 – 
Demand Management
 – 
Performance Management
 – 
Capacity Planning
 – 
Capacity Database

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