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ITIL V3 Planning, Protection and Optimization

ITIL V3 Planning, Protection and Optimization

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Published by Carol Nzui

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Published by: Carol Nzui on Sep 29, 2010
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As an education and training organization within the IT Service Management (ITSM) industry,
we have been impressed by the positive changes introduced by the Version 3 refresh of the
ITIL® framework. The evolution of the core principles and practices provided by the
framework provides the more holistic guidance needed for an industry that continues to
mature and develop at a rapid pace. We recognize however, that many organizations and
individuals who had previously struggled with their adoption of the framework will continue to
find challenges in ‘implementing’ ITIL® as part of their approach for governance of IT Service
Management practices. In light of this, one of our primary goals is to provide the quality
education and support materials needed to enable the understanding and application of the
ITIL® framework in a wide-range of contexts.

This workbook’s primary purpose is to complement the accredited ITIL® Planning, Protection
& Optimization program provided by The Art of Service or one of our accredited partners.

We hope you find this book to be a useful tool in your educational library and wish you well in
your IT Service Management career!

The Art of Service

© The Art of Service Pty Ltd
‘All of the information in this document is subject to copyright. No part of this document may in any form or by any means
(whether electronic or mechanical or otherwise) be copied, reproduced, stored in a retrieval system, transmitted or provided
to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.’

ITIL® is a Registered Community Trade Mark of OGC (Office of Government Commerce, London, UK), and is Registered in
the U.S. Patent and Trademark Office.

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ITIL® V3 : Planning, Protection & Optimization Best Practices

ITIL® V3 : Planning, Protection & Optimization Best Practices

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©The Art of Service

Contents

FOREWORD........................................................................................................................................................1
1
INTRODUCTION ........................................................................................................................................5
2
IT SERVICE MANAGEMENT ......................................................................................................................7

2.1 THE FOUR PERSPECTIVES(ATTRIBUTES) OF ITSM.................................................................................................8
2.2 BENEFITSOF ITSM............................................................................................................................................9
2.3 BUSINESSAND ITALIGNMENT.........................................................................................................................10

3 WHAT IS ITIL®?........................................................................................................................................13

3.1 THE SERVICE LIFECYCLE.................................................................................................................................14
3.2 MAPPING THE CONCEPTSOF ITIL® TO THE SERVICE LIFECYCLE........................................................................16
3.3 HOW DOESTHE SERVICE LIFECYCLE WORK?....................................................................................................18

4 COMMON TERMINOLOGY....................................................................................................................21

4.1 WHATARE SERVICES?...................................................................................................................................22
4.2 PROCESSES& FUNCTIONS.............................................................................................................................28
4.3 OTHER COMMON TERMINOLOGY..................................................................................................................33

5 RELATIONSHIP BETWEEN THE PLANNING, PROTECTION AND OPTIMIZATION PROCESSES AND THE
SERVICE LIFECYCLE.........................................................................................................................................34

5.1 SERVICE STRATEGY........................................................................................................................................35
5.2 OBJECTIVESOF SERVICE STRATEGY.................................................................................................................35
5.3 BENEFITSOF SERVICE STRATEGY......................................................................................................................36
5.4 SERVICE STRATEGY INTERFACESWITH OTHER SERVICE LIFECYCLE PHASES...........................................................37
5.5 SERVICE DESIGN...........................................................................................................................................39
5.6 OBJECTIVESOF SERVICE DESIGN....................................................................................................................39
5.7 BENEFITSOF SERVICE DESIGN.........................................................................................................................40
5.8 SERVICE DESIGN INTERFACESWITH OTHER SERVICE LIFECYCLE PHASES..............................................................41

6 PLANNING, PROTECTION & OPTIMIZATION PROCESSES.....................................................................44

6.1 DEMAND MANAGEMENT...............................................................................................................................46
6.2 AVAILABILITY MANAGEMENT.........................................................................................................................52
6.3 CAPACITY MANAGEMENT.............................................................................................................................76
6.4 ITSERVICE CONTINUITY MANAGEMENT..........................................................................................................85
6.5 INFORMATION SECURITY MANAGEMENT.........................................................................................................96

7 ROLES AND RESPONSIBILITIES FOR PPO..............................................................................................103

7.1 GENERIC ROLES..........................................................................................................................................103
7.2 ROLESWITHIN PLANNING PROTECTION AND OPTIMIZATION............................................................................104

8 TECHNOLOGY CONSIDERATIONS ......................................................................................................113

8.1 KNOWLEDGE MANAGEMENTTOOLS............................................................................................................115

9 IMPLEMENTING PLANNING, PROTECTION AND OPTIMIZATION PROCESSES...................................118

9.1 THE CONTINUAL SERVICE IMPROVEMENTMODEL..........................................................................................118
9.2 MANAGING CULTURAL CHANGE.................................................................................................................119

10 SUMMARY.............................................................................................................................................120

10.1 REVIEW QUESTIONS................................................................................................................................122

11 CHECKLIST FOR PPO PRACTICES.........................................................................................................131

11.1 THE PRACTICE OF SERVICE MANAGEMENT...............................................................................................131
11.2 SERVICE STRATEGY PRINCIPLES................................................................................................................131
11.3 STRATEGY AND ORGANIZATION...............................................................................................................133

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ITIL® V3 : Planning, Protection & Optimization Best Practices

11.4 TECHNOLOGY AND STRATEGY.................................................................................................................134
11.5 SERVICE DESIGN PRINCIPLES...................................................................................................................135
11.6 AVAILABILITY MANAGEMENT...................................................................................................................135
11.7 CAPACITY MANAGEMENT......................................................................................................................136
11.8 ITSERVICE CONTINUITY MANAGEMENT....................................................................................................136
11.9 INFORMATION SECURITY MANAGEMENT...................................................................................................137

12 GLOSSARY............................................................................................................................................139
13
CERTIFICATION.....................................................................................................................................143

13.1 ITIL® CERTIFICATION PATHWAYS.............................................................................................................143
13.2 ISO/IEC 20000 PATHWAYS...................................................................................................................144

14 ANSWERS TO REVIEW QUESTIONS.......................................................................................................145
15
REFERENCES..........................................................................................................................................148

ITIL® V3 : Planning, Protection & Optimization Best Practices

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©The Art of Service

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