Welcome to Scribd, the world's digital library. Read, publish, and share books and documents. See more
Download
Standard view
Full view
of .
Look up keyword
Like this
3Activity
0 of .
Results for:
No results containing your search query
P. 1
ITILTrainingNotes v1-0

ITILTrainingNotes v1-0

Ratings: (0)|Views: 216|Likes:
Published by jquest25

More info:

Published by: jquest25 on Jun 24, 2009
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as DOC, PDF, TXT or read online from Scribd
See more
See less

05/11/2014

pdf

text

original

 
ITIL TRAINING “Flash-Cards”
 Note: This is a set of “flash-cards” put together to help you study for the ITILCertification exam. The information was taken from existing material, presentations and sample tests. Please use in conjunction with the attachedslides. Hope it helps!
ITIL = Best practices for “IT Service Management”
“IT Service Management” monitors the “IT Service Process”
Describes goals, activities, inputs and outputs of processes
 Not a “Standard” – only best practices – Library of books to hold these practices
Standards will vary from organization to organization to create “Best Practices”
“Open Approach” framework that provides “Guidance”
Allows for significant “Cost Reduction”
ITIL Fundamentals deals with “IT Service Management”
“IT Service Management” aligns IT Services with the needs of the business and itscustomers, continuously improves the quality of IT Services and reduces the long termcosts of IT Services.
IT Services are specific functions provided such as e-mail, printing, Internet, etc.
“System Management” configures and manages computer resources
IT INFRASTRUCTURE: All components employed to deliver IT Services (HW, SW, people, documentation and physical facilities
“IT Service Management” is divided into two (2) main processes – SERVICE SUPPORTPROCESS and SERVICE DELIVERY PROCESS. A third division has now been createdfrom Service Delivery called SECURITY MANAGEMENT
Each process is sub-divided further into MANAGEMENT areas
A CUSTOMER is the person paying for the IT Service
Customer Relationship Management is the process to liaison with customers
Users are the persons using the IT Service
Process Owner (WHAT) responsible for the goals and results of the process
Process Manager (HOW) responsible for the design and structure of the process
Process Operatives (WHO) responsible for conducting defined activities in the process
DEMING QUALITY CYCLE: Plan, Do, Check, Act.
SPOC = Single Point of Contact – function of the Service Desk 
Configuration Items – (CIs) – Any component subject to Change Control under thecontrol of the CMDB
CI level: The degree of detail that defines an individual CI
CMDB = Configuration Management Database – Tracks and records all CIs – Relationships
Scope: The amount of CIs tracked in the CMDB
Depth: Level of decomposition that will be done from a high level CI to its lowest levelcomponent CI. (Ex. Record PCs vs. recording their components – results in a “deeper”CMDB
Attributes: The unique details of a CI
 
Relationships: Describes the unique details of a CI
Baseline: A snapshot that allows for a rebuild or back-out procedure
SERVICE SUPPORT PROCESS:
o
Service Desk (a function not a process)
o
Incident Management
o
Problem Management
o
Configuration Management
o
Change Management
o
Release Management
Service Desk: is a FUNCTION not a process that acts as a SPOC to handle incidents andrequests effectively and efficiently. Part of Configuration Management and is the liaison between users and the providers of the Service
Service Desk Activities: Receive and record all calls from users, initial incidentassessment, monitors incidents to meet expectations, keeps users informed, and providesmanagement information
Service Desk Models:
o
Local: Located with the users that it serves in only one location
o
Central: Supports multiple geographic locations from a single point
o
Virtual: May be located at multiple geographic locations, but appears to users as asingle entity. All locations have access to all information – 24X7 – “Follow thesun” coverage
Service Request: MINOR requests that do NOT require investigation and whereknowledge engineering (KE) is available, ex: re-setting passwords, creating e-mailaccount, etc. The change must be easily made under previously, well-defined, strict procedures.
CONFIGURATION MANAGEMENT: Provides a logical model of the IT Infrastructure,controls the IT Infrastructure by recording relationships and attributes in the CMDB. It is NOT Asset Management. It controls CIs, Incidents, Problems, Change and ReleaseManagement. It is responsible for planning, identification of CIs, Control of CIs, statusaccounting, verification and audit of the CMDB records and ensures that the CMDB isalways updated
CONFIGURATION MANAGER: Has specific functions in CHANGE MANAGEMENT,which are:
o
Initial recording of the RFC
o
Updates change record – every step of progress
o
Informs users on a regular basis
o
Issues new RFCs when necessary
o
Closes RFC and updates final record (PIR)
Incident: anything that causes or may cause interruption in service and is not a part of theoperation of a service
Incident Management: Provide continuity by restoring normal services as soon as possible and accumulate meaningful information related to the incident
Impact: Degree to which services are interrupted
Urgency: How urgent normal operation must be restored
Prioritization: A value given to an incident to indicate its relative importance to other incidents. Determined by looking at impact and urgency
Expected Effort: Amount of resources, time and cost needed to restore normal operation
 
Escalation: Mechanism to facilitate timely resolution of interruptions
Functional Escalation: Escalation within the technical arena
Hierarchical Escalation: Escalation through management
The role of SERVICE DESK in INCIDENT MANAGEMENT:
o
Primary role, records and updates incidents, keeps users informed and updatedand is the SPOC
o
Owns, monitors, tracks and communicates incidents
o
Detection and Recording – issues incident tracking number 
o
Classification and Support – categorization and prioritization based on impact andurgency
o
Investigation and Diagnosis – analyze and attempt resolution
o
Resolution and Recovery
o
Closure – confirms and records resolution with user 
Problem: unknown root cause of an issue with multiple incidents
Known error: When the root cause of an incident has been determined
Work around: Temporary solution
Known error database: Database in which solutions to known errors are kept
PROBLEM MANAGEMENT: Analyzes all incidents, but does NOT investigates allincidents. Designed to reduce the adverse impact of incidents and problems on the business and to prevent recurrence of incidents related to errors within the ITInfrastructure.
o
Controls Problems and Errors
o
Assists in the handling of major incidents
o
Performs Root-cause analysis
o
Resolves problems effectively
o
Proactive in the prevention of problems
o
Completes major problem reviews
o
Uses lessons learned
o
Identify, record, classify/categorize, diagnosis/investigate, resolve/close problems
o
Record, categorize, develop solution, submit RFC, confirm solutions
Problem Control: Identification, recording, classification, diagnosis, resolution andclosure
Error Control: Identification, recording, assessment, resolution, recording, RFC, closure
Interrelationships within Problem Management: Incident, problem, known error, RFC,closure
Change: Any action that results in the change in status of a CI
Request for Change (RFC): Details a requested change
Standard Change: Pre-approved, recurring and well known change
Minor Change: Minimal impact and requires few resources
Significant Change: Significant impact and/or requires significant resources
Major Change: Major impact and/or requires major resources – typically impacts multiple parts of the organization
Urgent change: Immediate change required – testing is optional
CAB – Change Advisory Board: Group of IT representatives with decision authorityresponsible for reviewing the technical and business aspects of proposed changes (highimpact RFCs)

You're Reading a Free Preview

Download
scribd
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->