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ITIL Foundation Guide

ITIL Foundation Guide

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Published by: shahegde on Jan 10, 2011
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IT Service Success
FOUNDATIONSTUDY GUIDE
 © 2006 IT Service Success
1
 
The Foundations of IT Service Management
IT Service SuccessFOUNDATION STUDY GUIDE.............................................................................1The Foundations of IT Service Management...................................................2The Importance of IT Service Management.....................................................6What is IT Service Management? ...................................................................7Why use ITIL? .................................................................................................9What exactly is ITIL?.....................................................................................11Benefits of ITIL explored................................................................................13Additional benefits of adopting ITIL:...................................................14ITIL Processes................................................................................................151 Service Desk..............................................................................................151.1 Function........................................................................................151.2 Mission..........................................................................................151.3 Goals.............................................................................................161.4 Benefits.........................................................................................171.5 Understanding the customer / user..............................................171.6 Organization.................................................................................171.7 Staffing.........................................................................................181.8 Structure.......................................................................................181.9 Tools.............................................................................................201.10 Metrics........................................................................................211.11 Challenges..................................................................................222 Incident Management................................................................................232.1 Mission..........................................................................................232.2 Goals.............................................................................................232.3 Definition......................................................................................232.4 Scope............................................................................................242.5 Benefits.........................................................................................242.6 Process.........................................................................................242.7 Incident Classification ..................................................................252.8 Escalation.....................................................................................252.9 Incident Manager Responsibility...................................................262.10 Tools...........................................................................................262.11 Metrics........................................................................................272.12 Challenges..................................................................................293 Problem Management................................................................................303.1 Mission..........................................................................................303.2 Goals.............................................................................................303.3 Definition......................................................................................30
 © 2006 IT Service Success
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3.4 Process.........................................................................................313.5 Benefits.........................................................................................313.6 Relationship between Incident, Problem, Known Errors andChanges...............................................................................................323.7 Reactive Problem Management....................................................333.8 Proactive Problem Management...................................................333.9 Common Techniques....................................................................343.10 Major Problem Reviews...............................................................343.11 Tools...........................................................................................343.12 Metrics........................................................................................353.13 Challenges..................................................................................354 Change Management.................................................................................364.1 Mission..........................................................................................364.2 Goals.............................................................................................364.3 Why Change Management?..........................................................374.4 Benefits.........................................................................................374.5 Change Categories........................................................................394.6 Key Roles......................................................................................404.7 Process.........................................................................................424.8 Tools.............................................................................................444.9 Metrics..........................................................................................444.10 Challenges..................................................................................455 Configuration Management........................................................................465.1 Mission..........................................................................................465.2 Goals.............................................................................................465.3 Definitions.....................................................................................465.4 Scope............................................................................................475.5 Benefits.........................................................................................485.6 Process.........................................................................................495.7 Relationships with other Processes...............................................495.8 Key Terms.....................................................................................505.9 Configuration Manager's Responsibilities.....................................525.10 Tools...........................................................................................525.11 Metrics........................................................................................545.12 Challenges..................................................................................566. Release Management ................................................................................ 586.1 Context.........................................................................................586.2 Mission..........................................................................................586.3 Goals.............................................................................................586.4 Appropriateness............................................................................596.5 Key Terms.....................................................................................596.6 Relationship to Configuration Management..................................606.7 Scope............................................................................................616.8 Benefits.........................................................................................616.9 Process.........................................................................................626.10 Release Management's Responsibilities.....................................636.11 Integrated Plans..........................................................................636.12 Tools...........................................................................................646.13 Metrics........................................................................................646.14 Challenges..................................................................................647 Capacity Management...............................................................................667.1 Mission..........................................................................................66
 © 2006 IT Service Success
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