The ITIL® V3 Service Management Awareness Pocket Guide:
The ITIL V3 Pocket Toolbook – A Quick Reference Guide to all the Processes and Activities for Improving Quality and Speed
Michael Wedemeyer and Ivanka Menken

The ITIL® V3 Awareness Pocket Guide | 2

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The Art of Service Email: service@theartofservice.com | Web: http://theartofservice.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane, Australia

................................................... 11 Lifecycle Programs ....................................................... 14 Extra Definitions for Adopting a Common Language............................................. 9 Training & Certification ...................................................................................................................................... Australia .................................................................................................................................................. 7 ITIL Version 3 ..........................................................................................................com | eLearning: http://theartofservice........ 20 The Art of Service Email: service@theartofservice......................................................................................................................................................................... 14 Objective Tree: Illustrating Business and IT Alignment .................... 8 Parties Involved ............................... 12 Managing Across the Lifecycle Programs .................................. 11 Capability Programs ...... 10 ITIL Essentials / Foundation Program ......................................................................................................................................................................... 16 Process ......................... 8 ITIL Popularity ......................................................................................... 7 ITIL & Best Practices ...... 11 ITIL Intermediate Programs ...............................................com | Web: http://theartofservice......................................................org Phone: +61 (0)7 3252 2055 | Brisbane........................................ 12 Advanced Programs ................................. 13 What is ITSM? .................................................................................................... 17 ITIL V3 Service Lifecycle ..................... 6 What Exactly is ITIL? ..................................................................................................................................................................3 | The ITIL® V3 Awareness Pocket Guide TABLE OF CONTENTS Quick Overview....................................................

....... 23 Service Portfolio Management ...........................The ITIL® V3 Awareness Pocket Guide | 4 Service Strategy ................................ 22 Goals ................................ 49 The Art of Service Email: service@theartofservice..........................com | Web: http://theartofservice................... 28 Processes ............................................................................................. 26 Service Design Phase..................... 38 IT Service Continuity Management ............................................................................................................................................................................................. 28 5 Major Aspects of Service Design........................................................................................... 32 Capacity Management........................................... 48 Knowledge Management ............................................................ 47 Service Transition Phase ....................................................................................................... 35 Availability Management ...................................................................................................................................................................................................... 24 Demand Management ...................................................................... 42 Supplier Management ....................... 48 Processes ........................................................... 22 Objectives .. 30 Service Level Management............................................................................................................................ 22 Processes ................................................................................................................................. Australia ...................................................................................................................................................................org Phone: +61 (0)7 3252 2055 | Brisbane........................................................................ 48 Goals ............................ 29 Service Design Package.......................... 28 Goals .................................................................................................................................................................................................................................................................... 23 Financial Management for IT Services .............. 44 Service Catalogue Management ............................................... 39 Information Security Management .................................................................................................com | eLearning: http://theartofservice..........................................................

............................................................................... 58 Functions & Processes ............................................................................................... 65 Applications Management Function ............................................................................................................................................................................................................................................. 72 Goals ..................................... 54 Release & Deployment Management.................................................................................................................. 60 Technical Management Function ......................................... 73 7 Steps to Continual Service Improvement .......................... 52 Change Management .............................. Australia ...... 58 Goals ................. 76 The Art of Service Email: service@theartofservice....................................... 72 Service Measurement & Reporting .................................................................................................................com | Web: http://theartofservice.........................................................................................................................................................................................................com | eLearning: http://theartofservice............................... 69 Event Management Process .................................................................................................................... 68 Problem Management Process ............................ 75 CSI & the Service Lifecycle in Action ..... 71 Continual Service Improvement Phase ..5 | The ITIL® V3 Awareness Pocket Guide Service Asset & Configuration Mgt ....................... 58 Service Desk Function ............................ 66 Incident Management Process ............ 56 Service Operation Phase ............................... 63 IT Operations Management Function..................................................................... 67 Request Fulfilment Process .............................................................................................................................................. 72 Processes ......................................................................................................................................................org Phone: +61 (0)7 3252 2055 | Brisbane....... 70 Access Management Process ..............

• • • Highlight the ITIL v3 framework. the title of the framework itself has been changed. Once called the IT Infrastructure Library. so you can take this course anywhere in the world. Australia .The ITIL® V3 Awareness Pocket Guide | 6 QUICK OVERVIEW The ITIL Service Management Awareness Pocket Guide is for those people who wish to gain a concise. and Highlight the importance of ITIL in IT Organizations to support business processes. Or you can be led by our certified professionals with real-world IT management experience on your premises. ITIL is now known as ITIL Service Management Practices. or at ours. This pocket guide will provide you with: • Insight into the best practices for IT Service Management (ITSM). Notably. So.org Phone: +61 (0)7 3252 2055 | Brisbane. the theory and the concepts. what’s in a name? The Art of Service Email: service@theartofservice. ITIL is globally recognized as the de-facto world’s best practice in IT Service Management. fundamental understanding of the IT Infrastructure Library (ITIL).com | eLearning: http://theartofservice. in your own time.com | Web: http://theartofservice. V3 ITIL has undergone some intensive changes. This program is available online. Brief overview of each process and function.

ITIL is a cohesive best practice framework. The Art of Service Email: service@theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. replacing Version 2 which had been in operation since 2000.7 | The ITIL® V3 Awareness Pocket Guide The name change is a reflection of ITIL’s evolution. accredited training organizations. Australia .com | Web: http://theartofservice. What Exactly is ITIL? The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT service management in the world. ITIL is supported by a comprehensive qualifications scheme. In order to continue to reflect current “best practices” a refresh was needed to respond to the evolution and continued maturity of the IT industry. Just the new name itself implies a broader scope for ITIL and this is definitely the case for Version 3. drawn from the public and private sectors internationally. from an operationally focused set of processes to a mature service management set of practice guidance. ITIL Version 3 continues to provide a wealth of knowledge describing internationally recognized best practices for IT Service Management. ITIL Version 3 ITIL Version 3 was released on the 30th of June 2007. and implementation and assessment tools.com | eLearning: http://theartofservice.

Parties Involved • OGC: Office of Government Commerce (the trademark owners of ITIL). but now sublicense through APMG. There are several sources for best practices including: • • • Public frameworks.com | Web: http://theartofservice.com | eLearning: http://theartofservice. and The proprietary knowledge of organizations and individuals. Standards.org Phone: +61 (0)7 3252 2055 | Brisbane. EXIN and ISEB used to be independent bodies.The ITIL® V3 Awareness Pocket Guide | 8 ITIL & Best Practices Generally. The Art of Service Email: service@theartofservice. • APMG: In 2006 APMG won the tender to own the rights for accreditation and certification of the ITIL courses. • EXIN: Stichting EXameninstituut voor INformatica – translates as ‘Foundation for EXamination INformation Systems’. Australia . • ISEB: Information Systems Examination Board – this certification is recognized worldwide. best practices are those formalized as a result of being successful in wide-industry use.

The Art of Service Email: service@theartofservice. The Art of Service): Only accredited vendors can provide ITIL training. Infra.9 | The ITIL® V3 Awareness Pocket Guide • • TSO: The Stationery Office. Tool Vendors: (HP. HEAT.) Provide technical solutions for customers trying to implement ITIL/IT service management. Australia .com | Web: http://theartofservice. ITIL Popularity ITIL is very popular around the world.g. Remedy.org Phone: +61 (0)7 3252 2055 | Brisbane. etc.com | eLearning: http://theartofservice. • ITSMF: (IT Service Management and Forum) The only internationally recognized independent organization dedicated to ITSM. and • Accredited Vendors (e.

a new certification path was also released. The figure below demonstrates the possible pathways that you could take to achieve the Expert status.com | Web: http://theartofservice. ending in the possible attainment of “Expert Status”.com | eLearning: http://theartofservice.The ITIL® V3 Awareness Pocket Guide | 10 TRAINING & CERTIFICATION Since the launch of ITIL v3 in July 2007.org Phone: +61 (0)7 3252 2055 | Brisbane. The Art of Service Email: service@theartofservice. This new path encompasses all the new v3 Programs. Australia .

Overview of ITIL.com | eLearning: http://theartofservice. 90 Minute MC Exam. and Intermediate Level Certification.11 | The ITIL® V3 Awareness Pocket Guide ITIL Essentials / Foundation Program • • • • 3 Day Program. 1 Hour MC Exam. and Foundation Certification (EXIN/APMG).org Phone: +61 (0)7 3252 2055 | Brisbane. Australia .com | Web: http://theartofservice. ITIL Intermediate Programs Lifecycle Programs • • • • 4 Day Programs. The Art of Service Email: service@theartofservice. ITIL Book Focused.

To achieve Expert status. Managing Across the Lifecycle Programs • • • 5 Day Program. and Intermediate Level Certification. The Art of Service Email: service@theartofservice.The ITIL® V3 Awareness Pocket Guide | 12 Capability Programs • • • • 5 Day Programs.com | Web: http://theartofservice. 90 Minute MC Exam. “Practitioner” Based Level.org Phone: +61 (0)7 3252 2055 | Brisbane.com | eLearning: http://theartofservice. 90 Minute MC Exam. You must complete the Managing Across the Lifecycle Program (5 points). and • The remaining 15 points must come from the Intermediate Stream (Capability and Lifecycle Programs). you are required to gain a minimum of 22 points by completing various ITIL® v3 programs: • • You must complete the V3 Foundation Program (2 points). Australia . and Intermediate Level Certification.

com | Web: http://theartofservice. Australia .org Phone: +61 (0)7 3252 2055 | Brisbane.com | eLearning: http://theartofservice.13 | The ITIL® V3 Awareness Pocket Guide Advanced Programs It is yet to be finalized how the ‘Advanced’ Level can be achieved. The Art of Service Email: service@theartofservice. but is expected to be based on demonstration of practical experience in ITIL and IT Service Management.

com | eLearning: http://theartofservice. people.The ITIL® V3 Awareness Pocket Guide | 14 WHAT IS ITSM? • ITSM: IT Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. person. CI or IT service to carry out an activity. money or anything else that might help to deliver an IT service. The Art of Service Email: service@theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. and • Capabilities: Take on the form of functions and processes for managing services – the ITSM set of organizational capabilities aims to enable the effective and efficient delivery of services to customers. and • CAPABILITY: The ability of an organization. Australia .com | Web: http://theartofservice. process. application. Capabilities are intangible assets of an organization – the ITSM set of organizational capabilities aims to enable the effective and efficient delivery of services to customers. Resources are also considered to be tangible assets of an organization. Extra Definitions for Adopting a Common Language • RESOURCES: A generic term that includes IT Infrastructure.

Australia .org Phone: +61 (0)7 3252 2055 | Brisbane.com | eLearning: http://theartofservice.com | Web: http://theartofservice.15 | The ITIL® V3 Awareness Pocket Guide The Art of Service Email: service@theartofservice.

3.com | Web: http://theartofservice. Partners /Suppliers Perspective: Involved with alignment of the vision. ITSM may also be critical in providing the business with a source of competitive advantage in the market place. irrespective of the way these services are delivered to the external customers!!! This in turn enables the organization to meet its Business Objectives. goals of the day to day activities in IT. budgets.org Phone: +61 (0)7 3252 2055 | Brisbane. Australia . and The Art of Service Email: service@theartofservice. strategy. customers. tools. & effective management of external suppliers. People Perspective: Concerned with the “soft” side: IT staff. Products/Technology Perspective: Takes into account hardware & software. 2.The ITIL® V3 Awareness Pocket Guide | 16 Objective Tree: Illustrating Business and IT Alignment What are some of your Organizational Objectives or strategic goals? What Business Processes aid in achieving those objectives? What IT Service Provisions do these processes use / are these processes dependent on? IT Service Management enables the IT group to provide effective and efficient Information Systems to meet the requirements of the business processes. There are four perspectives (‘4Ps’) or attributes to explain the concept of ITSM: 1.com | eLearning: http://theartofservice.

Process Every process has a goal.com | eLearning: http://theartofservice. Process Perspective: Relates the end to end delivery of service based on process flows. outputs.org Phone: +61 (0)7 3252 2055 | Brisbane.com | Web: http://theartofservice. and activities.17 | The ITIL® V3 Awareness Pocket Guide 4. Australia . We use norms and measures to measure the effectiveness and efficiency of the process The Art of Service Email: service@theartofservice. inputs.

butter. sugar. temperature setting. the basis of ITIL’s approach to Service Management is on the interrelated activities: • • Unlike a project.com | Web: http://theartofservice.) Mix. cool. • The goals. outputs. etc. and The Art of Service Email: service@theartofservice. activities. flour. inputs. a birthday cake for Jane) is a project. pre-heat oven. mixers. decorate. Volume of ingredients. baking a specific cake (e. Activities? Measures? Norms? Outputs? The recipe Cake! As we can see. measures and norms defined make up the process for baking cakes.The ITIL® V3 Awareness Pocket Guide | 18 Example Process What is the Goal? Inputs? To bake a cake The ingredients (eggs. chocolate) plus equipment (pans.org Phone: +61 (0)7 3252 2055 | Brisbane. time to bake. etc. etc.com | eLearning: http://theartofservice. bake. a process is never ending In this example. milk. Australia .g. goals.

the cake itself. Who is the Process Owner? B. The introduction of processes does not mean you have to change your organizational structure. When mapping processes you need to clearly define: A. This slide illustrates cross functional process flows. Australia . Incident and Problem Managers and various technical support groups.19 | The ITIL® V3 Awareness Pocket Guide • The process owner (e. What are the IT staff roles and responsibilities? C. which describes how most processes are employed by some or all IT functions or teams. What are the Process activities in relation to the IT functional areas? A process is a logically related series of activities for the benefit of a defined objective.com | eLearning: http://theartofservice. For example: Incident and Problem MGT are enacted by the Service Desk. e.g.g. It is the same with ITIL. The Art of Service Email: service@theartofservice. head chef in the kitchen) is responsible for the output of the process.com | Web: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. It is possible that you may not even be creating new functions. Processes are mapped onto the Existing IT Organization.

a. The Art of Service Email: service@theartofservice. we shall use the example of implementing a new video conferencing service which has instant messaging capabilities and VOIP capabilities). a.org Phone: +61 (0)7 3252 2055 | Brisbane.k. Australia .com | Web: http://theartofservice.com | eLearning: http://theartofservice. ‘Hype’.The ITIL® V3 Awareness Pocket Guide | 20 ITIL V3 SERVICE LIFECYCLE To help demonstrate how the ITIL V3 processes contribute to providing quality IT Service Management.

The Art of Service Email: service@theartofservice. • • • The concepts in blue / light shading are the V2 ITIL concepts.org Phone: +61 (0)7 3252 2055 | Brisbane.21 | The ITIL® V3 Awareness Pocket Guide • The Service Lifecycle phases (and ITIL books) are shown through the purple arrows.com | eLearning: http://theartofservice. and The concepts in grey / dark shading are Functions. The concepts not shaded are the new ITIL V3 concepts. Australia .com | Web: http://theartofservice.

before thinking HOW.The ITIL® V3 Awareness Pocket Guide | 22 SERVICE STRATEGY Goals • Design. Objectives • Design. develop and implement service management as a strategic asset and assisting growth of the organization.com | Web: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. • Organizations in a position to handle costs and risks associated with their service portfolios. The Art of Service Email: service@theartofservice. Australia . and • Key Role: Stop and think about WHY something has to be done. and • Define the strategic objectives of the IT organization. as a strategic asset.com | eLearning: http://theartofservice. develop and implement service management.

org Phone: +61 (0)7 3252 2055 | Brisbane. via service catalogue) clearly understood by the business and then rolled into the planning process for demand modeling and funding is a powerful benefit. and • Using FMIT to provide services with cost transparency (e. Before we consider developing ANY new service. and Demand Management.g. • The process of budgeting. we need to have clear understanding of budgets and cost of ‘Hype’. Australia . Financial Management for IT Services • To provide cost effective stewardship of the IT assets and the financial resources used in providing IT services.23 | The ITIL® V3 Awareness Pocket Guide Processes • • • Financial Management. • To be able to account fully for the spend on IT Services and to attribute these costs to the services delivered to the organization’s customers.com | Web: http://theartofservice. The Art of Service Email: service@theartofservice. accounting and charging for IT Services. Service Portfolio Management.com | eLearning: http://theartofservice.

priorities and risks? How are resources and capabilities to be allocated? By acting as a basis to the decision-making framework.com | eLearning: http://theartofservice. It articulates business needs and the provider’s response to those needs through a range of services. Australia .com | Web: http://theartofservice. A Service Portfolio describes a provider’s services in terms of business value.The ITIL® V3 Awareness Pocket Guide | 24 Service Portfolio Management • • • • • Why should a customer buy these services? Why should they buy these services from us? What are the pricing or chargeback models? What are our strengths and weaknesses. Service Portfolio Management clarifies or helps to clarify these strategic questions.org Phone: +61 (0)7 3252 2055 | Brisbane.” The Art of Service Email: service@theartofservice. The Service Strategy book definition states that: “Service Portfolio Management is a dynamic method for governing investments in service management across the enterprise and managing them for value.

measure. the organization maximizes the value realization on its resources and capabilities. Service Portfolio Management Methods: Refreshing the Portfolio As conditions.org Phone: +61 (0)7 3252 2055 | Brisbane.25 | The ITIL® V3 Awareness Pocket Guide Service Portfolios have a much larger scope than Service Catalogues. As soon as ‘Hype’ is ’born’ it will be listed in the Service Pipeline.com | eLearning: http://theartofservice. Service Strategy (SS) defines the strategic objectives of the IT organization for the provision of services to customers. These strategic objectives provide fundamental direction to the other Service Lifecycle phases. By organizing an efficient portfolio with optimal levels of Return on Investment (ROI) and risk. External events occur that have significant impact such as mergers and Acquisitions. Service Catalogue and Retired Services. Included in the Service Portfolio are the Service Pipeline. and are used to manage the lifecycle of all services in order to maximize the value of IT Service Management to the business. some services may no longer be required. regulations and markets change. reassess and make changes as the business needs change. Australia . new public legislation or redeployed missions. The Art of Service Email: service@theartofservice. CIO must monitor.com | Web: http://theartofservice.

com | Web: http://theartofservice. before we decide how to design for capacity.org Phone: +61 (0)7 3252 2055 | Brisbane. Demand Management is a critical aspect of service management.com | eLearning: http://theartofservice. Demand Management was previously an activity found within Capacity Management. Australia . Poorly managed demand is a source of risk for service providers because of uncertainty in demand. The reasoning behind this was that. and Influencing demand in line with the strategic objectives. decisions must be made regarding why demand should be managed in a particular way.The ITIL® V3 Awareness Pocket Guide | 26 Demand Management Demand Management is responsible for understanding and strategically responding to business demands for services by: • • Analyzing patterns of business activity and user profiles. and now within Version 3 of ITIL it has been made a separate process found within the Service Strategy phase. Such questions asked here include: • • Why does the business need this capacity? Does the benefit of providing the required capacity outweigh the costs? • Why should the demand for services be managed to align with the IT strategic objectives? The Art of Service Email: service@theartofservice.

e.com | eLearning: http://theartofservice. the use of services by the users. Australia . The Art of Service Email: service@theartofservice. Demand Mgt will be used to analyze business use of current phone and emails used to quickly communicate. and • This can be used this to influence user behavior. Activity-based DM can link the demand patterns to ensure that the customers’ business plans are synchronized with the service management plans of the service provider. Patterns of business activity (PBA) influence the demand patterns seen by the service providers. i. analyze and codify such patterns to provide sufficient basis for capacity management. This will later help to manage the demand of the new ‘Hype’ service. Demand Management (or Workload & Demand Management): • Involves balancing workloads. Every additional unit of demand generated by business activity is allocated to a unit of service capacity. Analyzing and tracking the activity patterns of the business process make it possible to predict demand for services in the catalogue that support the process.com | Web: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. It is very important to study the customer’s business to identify.27 | The ITIL® V3 Awareness Pocket Guide Business processes are the primary source of demand for services.

and Service Catalogue Management.com | Web: http://theartofservice. Information Security MGT.com | eLearning: http://theartofservice. The Art of Service Email: service@theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. IT Service Continuity MGT. Capacity Management. Processes • • • • • • • Service Level Management. Supplier Management. Australia .The ITIL® V3 Awareness Pocket Guide | 28 SERVICE DESIGN PHASE Goals • To convert strategic objectives into service assets and service portfolios. Availability Management.

org Phone: +61 (0)7 3252 2055 | Brisbane. An overall. • Service Management Systems and Tools: Especially the Service Portfolio for the management and control of services through their lifecycle. All of the above are to ensure that standards and conventions are followed. integrated approach should be adopted for the design activities and should cover the design of: • Service Solutions: Including all of the functional requirements. The Art of Service Email: service@theartofservice. • Technology Architectures: Technology architectures and management architectures and tools required to provide the service. Technology Architectures.com | Web: http://theartofservice.com | eLearning: http://theartofservice. and Measurement Systems and Metrics.29 | The ITIL® V3 Awareness Pocket Guide 5 Major Aspects of Service Design • • • • • Service Solutions. Service Management Systems & Tools. Australia . resources and capabilities needed and agreed. Processes.

Service Design Package Service Design Package defines all aspects of an IT Service and its requirements through each stage of its Lifecycle.The ITIL® V3 Awareness Pocket Guide | 30 • Processes: Processes needed to design. is used to provide guidance and structure through all of the subsequent stages of its lifecycle. methods and metrics for the services. A Service Design Package is produced for each new IT Service. major Change.com | Web: http://theartofservice. the architectures and their constituent components and the processes. or IT Service Retirement. and • Measurement Systems: Measurement systems. including all aspects of the service and its requirements. The information contained within a Service Design Package. The key aspect in the design of new or changed services is to meet changing business needs. transition.org Phone: +61 (0)7 3252 2055 | Brisbane. The Art of Service Email: service@theartofservice. Every time a new service solution is produced.com | eLearning: http://theartofservice. operate and improve the service. Australia . it needs to be checked against each of the other aspects to ensure that it will integrate and interface with all of the other services in existence.

Service Design & Topology.31 | The ITIL® V3 Awareness Pocket Guide Examples of Service Design Package contents: • • • • • • • • • • • Business Requirements. Service Program. and Organizational Readiness Assessment. Service Contacts. Service Applicability.org Phone: +61 (0)7 3252 2055 | Brisbane. Service Operational Plan. Australia . Service Transition Plan. Service Acceptance Criteria. Service Level Requirements.com | eLearning: http://theartofservice. Service Functional Requirements. The Art of Service Email: service@theartofservice.com | Web: http://theartofservice.

Within Service Design. Australia . both for existing services and new services in accordance with the agreed targets. Service Level Management is concerned with: • • • Designing and planning the SLM process and Service Level Agreement (SLA) Structure. because they provide the necessary information on the services to be managed within the SLM process.com | eLearning: http://theartofservice. Negotiating and Agreeing upon the relevant Service Level targets with customers to produce Service Level Agreements. The success of Service Level Management (SLM) is very dependent on the quality of the Service Portfolio and Service Catalogue and their contents.The ITIL® V3 Awareness Pocket Guide | 32 Service Level Management Goal • To ensure that the levels of IT service delivery are achieved.com | Web: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. Determining the requirements of customers groups to produce Service Level Requirements (SLRs). Service Level Management (SLM) is a process that is found within two Service Lifecycle phases. and The Art of Service Email: service@theartofservice.

Within Continual Service Improvement. Evaluating. monitoring.com | Web: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. Reporting. Australia . The Art of Service Email: service@theartofservice. SLM Objective • Maintaining and gradually improving business aligned IT service quality. and Improving.com | eLearning: http://theartofservice.33 | The ITIL® V3 Awareness Pocket Guide • Negotiating and Agreeing upon the support elements required by the internal IT groups and External Suppliers to produce Operational Level Agreements (internal) and Underpinning Contracts (external). through a constant cycle of agreeing. Service Level Management is concerned with improving services and processes through constant: • • • • Monitoring. reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service.

because they provide the necessary information on the services to be managed within the SLM process.org Phone: +61 (0)7 3252 2055 | Brisbane. Australia .com | Web: http://theartofservice. Typical Contents of SLAs • • • • • • • • • • • • Introduction Service description Mutual responsibilities Scope Service hours / service availability Reliability Customer support Contact points & escalation Service performance Batch turnaround times Security Charging The Art of Service Email: service@theartofservice.The ITIL® V3 Awareness Pocket Guide | 34 The success of SLM is highly dependent on the quality of the Service Portfolio and Service Catalogue and their contents.com | eLearning: http://theartofservice.

 at the right location. Capacity Management Capacity Management is the process that manages:  the right capacity.35 | The ITIL® V3 Awareness Pocket Guide Information contained within an SLA must be measurable. SLAs are not used as legal documents for imposing penalties.  against the right costs.com | Web: http://theartofservice. SLM will identify all service level requirements for new ‘Hype’ service. Australia . All of the above in order to meet the current and future capacity and performance demands of the customer regarding IT service provision. sign off on SLA and hand over to Service Design Manager.  for the right customer.com | eLearning: http://theartofservice. The Art of Service Email: service@theartofservice. which would be in conflict with the goal of improving relationships between customers and the IT Service provider. The language used should always be clear and concise in order to aid understanding.org Phone: +61 (0)7 3252 2055 | Brisbane.  at the right moment.

Essentially it is a balancing act of cost against capacity (ensuring cost effective purchases for business capacity needs).org Phone: +61 (0)7 3252 2055 | Brisbane.The ITIL® V3 Awareness Pocket Guide | 36 Capacity Management needs to: • Understand the business requirements (the required Service Delivery). Australia . Capacity Management is initially supported by the Service Strategies phase. but also plays an important role in the other phases too. and • Ensure that all the current and future Capacity and performance aspects of the business requirements are provided costeffectively. via Demand Management and the development of Service Level Packages. The Art of Service Email: service@theartofservice. • Understand the organization’s operations (the current Service Delivery). • Understand the IT Infrastructure components (the means of Service Delivery).com | Web: http://theartofservice. Capacity Management naturally sits predominantly in the Service Design phase.com | eLearning: http://theartofservice.

37 | The ITIL® V3 Awareness Pocket Guide Capacity Management consists of these main activities: • Performance Monitoring: Measuring.video cards. • Modeling: Used to forecast the behavior of the infrastructure and identify areas that could be better utilized. The Art of Service Email: service@theartofservice. • Demand Management: Aims to influence the demand on capacity. RAM. • Application Sizing: Determining the hardware or network capacity to support new or modified applications and the predicted workload. and tuning the performance of IT Infrastructure components. • Storage of Capacity Management Data.org Phone: +61 (0)7 3252 2055 | Brisbane.com | Web: http://theartofservice. • Tuning: Modifications made for better utilizations of current infrastructure. as well as Bandwidth and storage of all data for new ‘Hype’ service. Australia . This is the application of the policy laid out in the Service Strategy phase. Capacity Management will need to consider the capacity requirements of current desktops . monitoring. • Capacity Planning. and • Reporting.com | eLearning: http://theartofservice.

The ITIL® V3 Awareness Pocket Guide | 38 Availability Management • Optimizing the capability of the IT infrastructure and supporting the organization to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane.com | Web: http://theartofservice. and • To maintain a forward looking Availability plan. These activities are principally involved within design and planning roles (Service Design Phase). The Art of Service Email: service@theartofservice. analysis and management of all events. incidents and problems regarding availability (Service Operation Phase). Proactive and Reactive Elements • Proactive Activities: Involve the proactive planning. Australia . Availability Management will need to consider the availability requirements to make sure ‘Hype’ is available as per agreement – and to maintain and service systems to keep them running. measuring. design and improvement of availability. Other Availability Management objectives are: • Reduction in the frequency and duration of Availability related incidents. • Reactive Activities: Involve the monitoring.

decided by ISC Manager.39 | The ITIL® V3 Awareness Pocket Guide IT Service Continuity Management • To support the overall Business Continuity Management by ensuring that the required IT infrastructure and the IT service provision can be recovered within required and agreed business time scales. and based on BCM.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. The Art of Service Email: service@theartofservice. which makes it necessary to switch to an alternative system and for which the actions to be taken are not part of daily routine. Australia . • IT Disaster: The unavailability for a longer period of time of IT service provision. What constitutes a disaster is determined by the SLA.com | Web: http://theartofservice.

The ITIL® V3 Awareness Pocket Guide | 40

Overall BCM Model with 4 main Stages:

Stage 1: INITIATION Stage 2: REQUIREMENTS & STRATEGY

Define scope of BCM

Business Impact Anaylsis; Risk Assessment; Business Continuity Strategy

Stage 3:

Organization & Implementation Planning; Stand-By Arrangements & Risk-Reduction Measures; Recovery Plans & Procedures; Initial Testing

Stage 4: OPERATIONAL MANAGEMENT

Education & Awareness; Review & Audit; Testing; Change Management

BOTTOM LINE:

Assurance

The Art of Service Email: service@theartofservice.com | Web: http://theartofservice.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane, Australia

41 | The ITIL® V3 Awareness Pocket Guide

A Business Impact Analysis (BIA) would identify: • Critical business processes & Vital Business Functions; • Potential damage or loss caused by disruption; • Possible escalations caused by damage or loss; • Necessary resources required to enable continuity of critical business processes • Time constraints for minimum recovery of facilities and services; and • Time constraints for complete recovery of facilities and services.

Decisions will have to be made as to what to do if ‘Hype’ encounters a disaster, like the ISP going down, and choose an appropriate countermeasure (e.g. use phone).

The Art of Service Email: service@theartofservice.com | Web: http://theartofservice.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane, Australia

The ITIL® V3 Awareness Pocket Guide | 42

Information Security Management
• The process that ensures the confidentiality, integrity and availability of an organization’s assets, information, data and IT services. Information Security Management aligns IT security with business security and ensures that information security is effectively managed in all service and Service Management activities.

The Art of Service Email: service@theartofservice.com | Web: http://theartofservice.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane, Australia

and • After this process we need to review how and why the breach occurred and how successful were we in responding to the breach. Australia . Information Security will develop a policy to ensure that all users use a different user name and password for ‘Hype’. we want to repress or minimize the damage associated with this incident.com | Web: http://theartofservice. • Once a security incident has occurred. The Art of Service Email: service@theartofservice. • We then want to correct any damage caused and recover our infrastructure to normal levels. • In the case that they do pass our prevention mechanisms. as well as ensuring the secure connections for VOIP and video conferencing.org Phone: +61 (0)7 3252 2055 | Brisbane.43 | The ITIL® V3 Awareness Pocket Guide Basic Concepts: Security Measures There are various security threats to our infrastructure and we want to prevent or reduce the damage of these as much as possible. we need to have detection techniques to identify when and where they occurred.com | eLearning: http://theartofservice.

org Phone: +61 (0)7 3252 2055 | Brisbane.com | Web: http://theartofservice.The ITIL® V3 Awareness Pocket Guide | 44 Supplier Management • To manage suppliers and the services they supply.g. agreeing how investment costs and resultant efficiency benefits are shared. Results are collated and reviewed by Supplier Management. • Shared risk & reward: e. Australia . • Supplier Survey Reports: Feedback gathered from all individuals that deal directly with suppliers throughout their day to day role.com | eLearning: http://theartofservice. The process responsible for ensuring that all contracts with suppliers support the needs of the business and that all contractual commitments are met. to provide seamless quality of IT service to the business and ensure that value for money is obtained. or how risks and rewards from fluctuations in material costs are shared. to ensure consistency in quality of service provided by suppliers in all areas. Basic Concepts & Terminology • SSIP: Supplier service improvement plans – used to record all improvement actions and plans agreed between suppliers and service providers. and The Art of Service Email: service@theartofservice.

Business Process Outsourcing (BPO). Work with Service Level Mgt to ensure Underpinning Contracts (UC’s) support and are aligned with business needs. Australia .com | eLearning: http://theartofservice. and Application Service Provision. • Negotiate and agree UC’s and manage through their lifecycle. Main Objectives of Supplier Management • • Obtain value for money from Suppliers and Contracts. when appropriate. The Art of Service Email: service@theartofservice.45 | The ITIL® V3 Awareness Pocket Guide • Supplier & Contract performance reports: used as input for the Supplier & Contract review meetings to manage the quality of the service provided by suppliers and partners. This should include information on shared risk. • Manage supplier relationships and performance. Knowledge Process Outsourcing. Arrangements with Suppliers • • • • • Co-Sourcing.org Phone: +61 (0)7 3252 2055 | Brisbane. including renewal or termination. SL Requirements and SL Agreements.com | Web: http://theartofservice. Partnership or Multi-Sourcing.

com | Web: http://theartofservice. while conforming to all terms and conditions. Supplier Management will source the Webcams.org Phone: +61 (0)7 3252 2055 | Brisbane. • Supplier Management is involved in all stages of Service Lifecycle. Australia . to improvement.com | eLearning: http://theartofservice. from Strategy to design. and • Supplier Management constantly monitors to ensure that suppliers perform to the targets contained within their UC’s. The Art of Service Email: service@theartofservice. through transition and operation.The ITIL® V3 Awareness Pocket Guide | 46 • Maintain a supplier policy and a Supplier and Contract Database (SCD). and negotiate with ISP for new ‘Hype’ service.

com | Web: http://theartofservice. single source of consistent information on all agreed services for authorized users. Australia . The Art of Service Email: service@theartofservice.47 | The ITIL® V3 Awareness Pocket Guide Service Catalogue Management • The process that ensures that a Service Catalogue is produced. Provides a widely available. maintained and contains accurate information on all operational services and those ready for deployment.com | eLearning: http://theartofservice. it will be detailed in the Service Catalogue.org Phone: +61 (0)7 3252 2055 | Brisbane. The Service Catalogue Once the ‘Hype’ service is live.

Goals • Development and improvement of capabilities for transitioning new and changed services into operation.The ITIL® V3 Awareness Pocket Guide | 48 SERVICE TRANSITION PHASE • The development and improvement of capabilities for transitioning new and changed services into operation. Change Management.com | Web: http://theartofservice. Processes • • • • • Knowledge Management. and • Manage complexities of changes related to services and service management processes. and Validation and Testing. Release & Deployment Management. Controls risks of failure and disruption.com | eLearning: http://theartofservice. Australia . The Art of Service Email: service@theartofservice. Service Asset & Configuration Management.org Phone: +61 (0)7 3252 2055 | Brisbane.

Knowledge Management System • • • • Experience of staff.com | Web: http://theartofservice.49 | The ITIL® V3 Awareness Pocket Guide Service Transition (ST) is concerned with transitioning services and releases into operation and managing change to the IT infrastructure (including services. hardware. analyzing.org Phone: +61 (0)7 3252 2055 | Brisbane. Knowledge Management • Responsible for gathering. Supplier and partner requirements and abilities. The primary purpose is to improve efficiency by reducing the need to rediscover knowledge. Australia . and Typical and anticipated user skill level. software etc). Records of peripherals matters. storing and sharing knowledge and information within the organization. The Art of Service Email: service@theartofservice.com | eLearning: http://theartofservice.

com | eLearning: http://theartofservice. Australia . and Enables the organization to continually mature and develop. The Art of Service Email: service@theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. and • Managing information and knowledge that is no longer correct or relevant for the organization. More efficient use of resources (including people). Challenges In implementing and operating a SKMS: • • Getting staff to use the systems. Having the extra time required to record relevant information and knowledge.com | Web: http://theartofservice.The ITIL® V3 Awareness Pocket Guide | 50 Benefits Of a successful KMS to the business and IT organization: • • • We can stop having to continually reinvent the wheel.

updates and presents all information that an IT service provider needs to manage the full lifecycle of it services. problems. Maintained by Configuration Management and is used by all IT service management processes.org Phone: +61 (0)7 3252 2055 | Brisbane. manages. The SKMS includes the CMS as well as other tools and databases. known errors. The SKMS stores. suppliers’ locations. The CMS also includes information about incidents. changes and releases. business units.51 | The ITIL® V3 Awareness Pocket Guide Terms • SKMS – Service Knowledge Management System: The complete set of tools and databases that are used to manage knowledge and information. • • CMDB – Configuration Management Database KEDB – Known Error Database: This database is created by Problem Management and used by Incident and Problem Management. The Art of Service Email: service@theartofservice. Knowledge Management will help by identifying skills and staffing from an established SKMS for the building of ‘Hype’. customers and users. and may contain data about employees.com | Web: http://theartofservice. The KEDB is part of the Service Knowledge. • CMS – Configuration Management System: A set of tools and databases that are used to manage an IT service provider’s configuration data.com | eLearning: http://theartofservice. Australia .

Australia . particularly those that are vital to the running of the customer’s or organization’s business.org Phone: +61 (0)7 3252 2055 | Brisbane.com | eLearning: http://theartofservice. services and IT components well. No organization can be fully effective unless it manages its assets. This process manages the service assets and Configuration Items in order to support the other Service Management processes. storing and providing information about Configuration Items (CI’s) throughout their life cycle.The ITIL® V3 Awareness Pocket Guide | 52 Service Asset & Configuration Mgt • Supports the agreed IT service provision by managing.com | Web: http://theartofservice. The Art of Service Email: service@theartofservice.

and can be used by Service Desk if there is an incident with ‘Hype’ service. shared assets.com | eLearning: http://theartofservice. SACM will record all new Webcams and servers used to provide ‘Hype’ service.org Phone: +61 (0)7 3252 2055 | Brisbane.53 | The ITIL® V3 Awareness Pocket Guide IT Infrastructure SACM may cover non-IT assets. Australia . The scope covers interfaces to internal and external service providers where there are assets and configuration items that need to be controlled e. The Art of Service Email: service@theartofservice. work products used to develop the services and configuration items required to support the service that are not formally classified as assets.com | Web: http://theartofservice.g.

Who RAISED the change? 2.The ITIL® V3 Awareness Pocket Guide | 54 Change Management • To ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes. What are the RISKS involved in the change? 5.com | Web: http://theartofservice. Australia .com | eLearning: http://theartofservice. in order to minimize the impact of Change-related Incidents upon service quality. The 7 R’s of Change Management 1. and consequently to improve the day-to-day operations of the organization. Who is RESPONSIBLE for the build. What is the REASON for the change? 3. test and implementation of the change? 7. What is the RELATIONSHIP between this change and other changes? The Art of Service Email: service@theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. REMEMBER: Not every change is an improvement. What RESOURCES are required to deliver the change? 6. but every improvement is a change. What is the RETURN required from the change? 4.

Change Management & Project Management How does Change Management work with Project Management? Change Management authorizes. and the balance of risk and benefit to the live service will not be understood. and • Change Management performs Post Implementation Review (PIR).com | eLearning: http://theartofservice. Change Management must approve the ‘Hype’ service BEFORE it is built – will check to see that there is an RFC to upgrade ISP bandwidth.55 | The ITIL® V3 Awareness Pocket Guide These questions must be answered for all changes. The Art of Service Email: service@theartofservice. coordinates . build. Change Management is concerned with Remediation Planning to ensure that each RFC has a fallback / backout plan. Key Points • Change Management coordinates.org Phone: +61 (0)7 3252 2055 | Brisbane. Australia .com | Web: http://theartofservice. Without this information the impact assessment cannot be completed. controls. test or implement. This could result in the change not delivering all the possible or expected business benefits or even of it having a detrimental. unexpected effect on the live service.does not plan. assesses and approves process.

Emergency Fix – Banking_System v1.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. systems and functions to package.1.: A few minor improvements and fixes to Known Errors.: A temporary or permanent Quick Fix for a Problem or Known Error.com | Web: http://theartofservice. test and deploy and manage the overall release process. The Art of Service Email: service@theartofservice. v3 etc. Release Identification Examples Major Release – Banking_System v1. build.2.1. v1.3 etc. authorizes and coordinates Changes. Minor Release – Banking_System v1.2 etc. v1. v1.1. v2.: Major Roll-Out of new hardware and/or software. Difference between Change Mgt and Release & Deployment Mgt? • Change Management assesses.The ITIL® V3 Awareness Pocket Guide | 56 Release & Deployment Management • Aims to build. test and deploy a release into production and prepare for SERVICE OPERATION. • This includes the processes. and • Release & Deployment Management actually do the build.1. Australia . test and deliver the capability to provide the services specified by SERVICE DESIGN.

com | Web: http://theartofservice.57 | The ITIL® V3 Awareness Pocket Guide Key Points    Change driven by customer demand Version control of Release through lifecycle Close relationship with Change Management Why keep old versions in DML/DS? For rollback/integrity purposes. in case something goes wrong deploying the release. The Art of Service Email: service@theartofservice.com | eLearning: http://theartofservice. Australia .org Phone: +61 (0)7 3252 2055 | Brisbane. Release and Deployment will build and test the ‘Hype’ service.

scope and service levels. The management of IT Services that ensures effectiveness and efficiency in delivery and support – Service Operation (SO) is concerned with the effective and efficient delivery and support of IT Services. Stability in SO – allowing for changes in design. Functions & Processes What is the difference between functions and processes? A Process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders. scale.org Phone: +61 (0)7 3252 2055 | Brisbane.com | Web: http://theartofservice. The Art of Service Email: service@theartofservice. Australia . Functions are teams or groups of people and the tools they use to carry out one or more Processes or Activities.com | eLearning: http://theartofservice. Achieving effectiveness and efficiency in delivery and support.The ITIL® V3 Awareness Pocket Guide | 58 SERVICE OPERATION PHASE Goals    Management of SO. and  Key Role: Reactive and Proactive.

59 | The ITIL® V3 Awareness Pocket Guide Below are the 4 Service Operation Functions and 5 SO Processes: Functions     Service Desk. and Access Management. Australia . Event Management. The Art of Service Email: service@theartofservice. Processes      Incident Management. Problem Management. Technical Management. and Applications Management.com | Web: http://theartofservice. IT Operations Management.com | eLearning: http://theartofservice. Request Fulfillment Management.org Phone: +61 (0)7 3252 2055 | Brisbane.

The Art of Service Email: service@theartofservice.com | Web: http://theartofservice.The ITIL® V3 Awareness Pocket Guide | 60 Service Desk Function  Supports the agreed IT service provision by ensuring the accessibility and availability of the IT-organization and by performing various supporting activities.org Phone: +61 (0)7 3252 2055 | Brisbane. The diagram demonstrates how much responsibility the Service Desk and the Technical Support Groups have in the Service Operation Processes.com | eLearning: http://theartofservice. Australia .

org Phone: +61 (0)7 3252 2055 | Brisbane. Australia .61 | The ITIL® V3 Awareness Pocket Guide Local Service Desk Centralized Service Desk The Art of Service Email: service@theartofservice.com | eLearning: http://theartofservice.com | Web: http://theartofservice.

Australia .The ITIL® V3 Awareness Pocket Guide | 62 Virtual Service Desk Follow the Sun Asia Service Desk & Support Groups set up in different time zones to provide 24/7 service Service Desk USA Australia Knowledgebase London The Art of Service Email: service@theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane.com | Web: http://theartofservice.com | eLearning: http://theartofservice.

This will partly be carried out during the SD process but will be an everyday communication with IT Ops as they seek to achieve stability and optimum performance. Specialist Technical Architects & Designers (Primarily involved in SD) + Specialist Maintenance & Support Staff (Primarily involved in SO) = Technical Management. In many organizations the TM departments are also responsible for the daily operation of a subset of the IT Infrastructure. TM will provide guidance to IT Ops about how best to carry out the ongoing operational management of technology. One or more technical support teams or departments will be needed to provide TM and support for the IT Infrastructure In all but the smallest organizations where a single combined team or department may suffice.63 | The ITIL® V3 Awareness Pocket Guide Technical Management Function TM is not normally provided by a single department or group. separate teams or departments will be needed for each type of infrastructure being used.com | eLearning: http://theartofservice.com | Web: http://theartofservice. Australia .org Phone: +61 (0)7 3252 2055 | Brisbane. The Art of Service Email: service@theartofservice.

org Phone: +61 (0)7 3252 2055 | Brisbane. or  Database team or dept.com | Web: http://theartofservice. Australia .  Network Support team or dept.The ITIL® V3 Awareness Pocket Guide | 64 Other examples of typical TM teams or departments:  Storage team or dept. The Art of Service Email: service@theartofservice. looking after the organizations internal WAN/LAN’s and managing any network external network suppliers. maintenance and support of the organizations databases.com | eLearning: http://theartofservice. responsible for the creation. responsible for the management of all data storage devices and media. Service Desk will provide ongoing support for ‘Hype’ service.

 Regular scrutiny and improvements to achieve improved service at reduce costs. In others. IT Operations will be responsible for doing the backups of all data related to the ‘Hype’ service.com | Web: http://theartofservice. Australia . some activities and staff are centralized and some are provided by distributed and specialized departments. The Art of Service Email: service@theartofservice. whilst maintaining stability. centralized department.org Phone: +61 (0)7 3252 2055 | Brisbane. IT Operations Management: SO Function:  Maintenance of the ‘status quo’ to achieve stability of the organizations day to day processes and activities.65 | The ITIL® V3 Awareness Pocket Guide IT Operations Management Function In some organizations this is a single.com | eLearning: http://theartofservice. and  Swift application of operational skills to diagnose and resolve any IT operations failures that occur.

 Supports and maintains operational applications.The ITIL® V3 Awareness Pocket Guide | 66 Applications Management Function Application Management is usually divided into departments based on the application portfolio of the organization.org Phone: +61 (0)7 3252 2055 | Brisbane.  Support the organization’s business processes by helping to identify functional and manageability requirements for application software. Application Management may assist with writing the ‘Hype’ application. testing and improvement of applications that form part of IT Services.  Responsible for managing Applications throughout their lifecycle.com | Web: http://theartofservice. The Art of Service Email: service@theartofservice.   Assist in the design and deployment of those Applications. if they choose not to buy an off-the-shelf product.com | eLearning: http://theartofservice. and Provide ongoing support and improvement of those applications. and plays an important role in design. Australia . allowing easier specialization and more focused support.

The Art of Service Email: service@theartofservice. reset a password.org Phone: +61 (0)7 3252 2055 | Brisbane. and do not require a RFC to be submitted. advice or for a standard change or for access to an IT service. thus ensuring that the best possible levels of service quality and availability are maintained. Incident Management will help to restore the ‘Hype’ service if a user is experiencing a loss of service.com | eLearning: http://theartofservice. Failure of a CI that has not yet affected service is also an incident. Terms  Incident: An unplanned interruption to an IT service or reduction in the quality of an IT service. e.  Service Request: A request by a user for information. Australia .g. or to provide a standard IT service for a new user. Service Requests are usually handled by a Service Desk.com | Web: http://theartofservice.67 | The ITIL® V3 Awareness Pocket Guide Incident Management Process  To restore normal service operation as quickly as possible and minimize the adverse impact on business operations.

The Art of Service Email: service@theartofservice. Request Fulfilment – a user may request a copy of a previous conversation. and / or A request for access to an IT Service. A Service Request is: • • • • A request for information or advice. Manages the entire lifecycle of all customer or user. a user asking for a password reset or for the provision of standard IT services. Australia .org Phone: +61 (0)7 3252 2055 | Brisbane.The ITIL® V3 Awareness Pocket Guide | 68 Request Fulfilment Process  Terms • Service Request: Provides a channel for users to make requests and receive standard Services. These are usually handled by the Service Desk and do not require a RFC for Change Management. a channel for information to users and customers regarding the availability of Services.com | Web: http://theartofservice.com | eLearning: http://theartofservice. A request for a standard change. Standard Change: For example.

69 | The ITIL® V3 Awareness Pocket Guide Problem Management Process • To minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT infrastructure. The Art of Service Email: service@theartofservice. and Proactive Problem Management (initiated in Service Operation but generally driven as part of Continual Service Improvement). Defined as two major processes: • • Reactive Problem Management. Problem Management will help to find out why users’ Webcams keep crashing. and to prevent the recurrence of Incidents related to these errors.com | eLearning: http://theartofservice. and hopefully find a permamant solution.com | Web: http://theartofservice. Australia .org Phone: +61 (0)7 3252 2055 | Brisbane.

com | eLearning: http://theartofservice. The Art of Service Email: service@theartofservice. Diagram of Event Management: Activities Event Management will create events to let IT Support know that the backups of all ‘Hype’ data occurred successfully or failed. This can be detected by technical staff or be automated alerts or notifications created by CI monitoring tools.com | Web: http://theartofservice. Australia .The ITIL® V3 Awareness Pocket Guide | 70 Event Management Process • The process that monitors all events that occur through the IT infrastructure to allow for normal service operation and to detect and escalate exceptions. An Event can be defined as a change of state that has significance for the management of a Configuration Item (including IT Services).org Phone: +61 (0)7 3252 2055 | Brisbane.

com | eLearning: http://theartofservice. The Art of Service Email: service@theartofservice. Australia . Access Management will assist with providing rights to use ‘Hype’ service. • Confidentiality: use.com | Web: http://theartofservice.I. Protecting information against unauthorized • Integrity: Accuracy and completeness of information. Access Management helps to protect the confidentiality.org Phone: +61 (0)7 3252 2055 | Brisbane.A. therefore it is the execution of policies and actions defined in Security and Availability Management. and Availability: Information is available at any moment within the • agreed timeframe.71 | The ITIL® V3 Awareness Pocket Guide Access Management Process • The process for granting authorized users the right to use a Service while preventing access to non-authorized users. integrity and availability (CIA) of assets. Access Management: C.

Processes • • • Service Level Management (addressed in Service Design).com | Web: http://theartofservice. The Art of Service Email: service@theartofservice.The ITIL® V3 Awareness Pocket Guide | 72 CONTINUAL SERVICE IMPROVEMENT PHASE This phase is responsible for managing improvements to IT Service Management Processes and IT Services. Australia . and Using a ‘closed-loop feedback system’. Act’ model. practices and methods. and CSI Improvement Process. Based on the ‘Plan. Service Measurement. Goals • • • • • Creating and maintaining value for customer. Combining principle. Do. Check.com | eLearning: http://theartofservice. SD and ST.org Phone: +61 (0)7 3252 2055 | Brisbane. Linking improvement efforts and outcomes with SS.

people can be guided to change behavior. 3. The Art of Service Email: service@theartofservice. To Direct: Based on factual data. To Intervene: Take corrective actions such as identifying improvement opportunities.com | eLearning: http://theartofservice. There are four main reasons to monitor and measure: 1. time. To Validate: Are we supporting the strategy and vision? 2. Australia . To Justify: Do we have the right targets and metrics? 4. Measurement and reporting will be used to collect and collate user data on usage.com | Web: http://theartofservice. etc so improvements can be made to ‘Hype’ Service.73 | The ITIL® V3 Awareness Pocket Guide Service Measurement & Reporting • Responsible for defining how to measure and report IT Service Management and IT Service improvements and coordinate the data collection for measurements from the other processes and functions.org Phone: +61 (0)7 3252 2055 | Brisbane.

The Art of Service Email: service@theartofservice. Performance. and • Service Metrics: The results of the end-to-end service. Value and Compliance. etc. these help to determine the overall health of a process.. Four key questions KPIs can help answer are centered on Quality. Australia . availability.The ITIL® V3 Awareness Pocket Guide | 74 Metrics and Measurement There are 3 types of metrics that an organization will need to collect in order to support CSI activities as well as other process activities: • Technology Metrics: Often associated with component and application-based metrics such as performance.org Phone: +61 (0)7 3252 2055 | Brisbane.com | eLearning: http://theartofservice. CSI uses these metrics to identify improvement opportunities for each process. Component metrics are used to calculate the service metrics.com | Web: http://theartofservice. • Process Metrics: Captured in the form of KPIs and activity metrics for the service management processes.

This process will be used to find ways to continually improve the ‘Hype’ service for the customer.com | Web: http://theartofservice.75 | The ITIL® V3 Awareness Pocket Guide 7 Steps to Continual Service Improvement This brings us back full circle to CSI and the phases begin again.org Phone: +61 (0)7 3252 2055 | Brisbane. The Art of Service Email: service@theartofservice.com | eLearning: http://theartofservice. Australia .

they are not separate.org Phone: +61 (0)7 3252 2055 | Brisbane. The Art of Service Email: service@theartofservice. The whole ethos of the Service Lifecycle approach is that each phase will affect the other.The ITIL® V3 Awareness Pocket Guide | 76 CSI & the Service Lifecycle in Action Although there are 5 phases throughout the Lifecycle. For this to work successfully. nor are the phases necessarily carried out in a particular order. the Continual Service Improvement (CSI) phase is incorporated throughout all of the other phases. creating a continuous cycle.com | Web: http://theartofservice.com | eLearning: http://theartofservice. Australia .

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