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

Copyright © The Art of Service

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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

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

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

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

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

The Art of Service Email: service@theartofservice. accredited training organizations. and implementation and assessment tools.com | eLearning: http://theartofservice. from an operationally focused set of processes to a mature service management set of practice guidance. What Exactly is ITIL? The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT service management in the world. Australia . ITIL Version 3 continues to provide a wealth of knowledge describing internationally recognized best practices for IT Service Management. ITIL is supported by a comprehensive qualifications scheme.org Phone: +61 (0)7 3252 2055 | Brisbane. 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. replacing Version 2 which had been in operation since 2000. ITIL is a cohesive best practice framework. 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.7 | The ITIL® V3 Awareness Pocket Guide The name change is a reflection of ITIL’s evolution.com | Web: http://theartofservice. ITIL Version 3 ITIL Version 3 was released on the 30th of June 2007.

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

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

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

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

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

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

person. 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. people.com | eLearning: http://theartofservice. Resources are also considered to be tangible assets of an organization.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. Extra Definitions for Adopting a Common Language • RESOURCES: A generic term that includes IT Infrastructure. money or anything else that might help to deliver an IT service. and • CAPABILITY: The ability of an organization. CI or IT service to carry out an activity. process. application.org Phone: +61 (0)7 3252 2055 | Brisbane. The Art of Service Email: service@theartofservice. Australia . 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.com | Web: http://theartofservice.

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

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. ITSM may also be critical in providing the business with a source of competitive advantage in the market place. budgets. tools. & effective management of external suppliers. There are four perspectives (‘4Ps’) or attributes to explain the concept of ITSM: 1. and The Art of Service Email: service@theartofservice. 2. irrespective of the way these services are delivered to the external customers!!! This in turn enables the organization to meet its Business Objectives. 3.com | eLearning: http://theartofservice. Partners /Suppliers Perspective: Involved with alignment of the vision. Products/Technology Perspective: Takes into account hardware & software.org Phone: +61 (0)7 3252 2055 | Brisbane. Australia . goals of the day to day activities in IT. People Perspective: Concerned with the “soft” side: IT staff.com | Web: http://theartofservice. customers. strategy.

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

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

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

org Phone: +61 (0)7 3252 2055 | Brisbane.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.a.com | eLearning: http://theartofservice. ‘Hype’.k. The Art of Service Email: service@theartofservice.com | Web: http://theartofservice. we shall use the example of implementing a new video conferencing service which has instant messaging capabilities and VOIP capabilities). a. Australia .

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

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

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

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. Australia . A Service Portfolio describes a provider’s services in terms of business value.com | eLearning: http://theartofservice. It articulates business needs and the provider’s response to those needs through a range of services.” The Art of Service Email: service@theartofservice. Service Portfolio Management clarifies or helps to clarify these strategic questions. priorities and risks? How are resources and capabilities to be allocated? By acting as a basis to the decision-making framework.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.com | Web: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane.

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

org Phone: +61 (0)7 3252 2055 | Brisbane.com | eLearning: http://theartofservice. and now within Version 3 of ITIL it has been made a separate process found within the Service Strategy phase. 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 Influencing demand in line with the strategic objectives. Demand Management was previously an activity found within Capacity Management. 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. before we decide how to design for capacity.com | Web: http://theartofservice. Poorly managed demand is a source of risk for service providers because of uncertainty in demand. The reasoning behind this was that. Demand Management is a critical aspect of service management. Australia .

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

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

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

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

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

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

Service Level Management is concerned with improving services and processes through constant: • • • • Monitoring. through a constant cycle of agreeing. SLM Objective • Maintaining and gradually improving business aligned IT service quality. Within Continual Service Improvement.org Phone: +61 (0)7 3252 2055 | Brisbane. Evaluating. Reporting. and Improving. reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service. Australia . The Art of Service Email: service@theartofservice.com | eLearning: http://theartofservice. monitoring.com | Web: 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).

org Phone: +61 (0)7 3252 2055 | Brisbane. Australia .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. because they provide the necessary information on the services to be managed within the SLM process.com | Web: http://theartofservice.com | eLearning: 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.

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

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

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

com | Web: http://theartofservice. These activities are principally involved within design and planning roles (Service Design Phase). Australia .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. The Art of Service Email: service@theartofservice. design and improvement of availability. incidents and problems regarding availability (Service Operation Phase). analysis and management of all events. • Reactive Activities: Involve the monitoring. and • To maintain a forward looking Availability plan. measuring. 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.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. Proactive and Reactive Elements • Proactive Activities: Involve the proactive planning. Other Availability Management objectives are: • Reduction in the frequency and duration of Availability related incidents.

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.org Phone: +61 (0)7 3252 2055 | Brisbane.com | Web: http://theartofservice. • IT Disaster: The unavailability for a longer period of time of IT service provision. and based on BCM. What constitutes a disaster is determined by the SLA. which makes it necessary to switch to an alternative system and for which the actions to be taken are not part of daily routine. decided by ISC Manager.com | eLearning: http://theartofservice. Australia . The Art of Service Email: service@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

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

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

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

com | Web: http://theartofservice. to improvement. Australia . Supplier Management will source the Webcams. • Supplier Management is involved in all stages of Service Lifecycle.org Phone: +61 (0)7 3252 2055 | Brisbane. 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.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 | eLearning: http://theartofservice. through transition and operation. from Strategy to design. while conforming to all terms and conditions.

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

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

Australia . The Art of Service Email: service@theartofservice. hardware.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. and Typical and anticipated user skill level. analyzing.com | eLearning: http://theartofservice.com | Web: http://theartofservice. Records of peripherals matters.org Phone: +61 (0)7 3252 2055 | Brisbane. Supplier and partner requirements and abilities. Knowledge Management System • • • • Experience of staff. The primary purpose is to improve efficiency by reducing the need to rediscover knowledge. Knowledge Management • Responsible for gathering. storing and sharing knowledge and information within the organization. software etc).

More efficient use of resources (including people). and • Managing information and knowledge that is no longer correct or relevant for the organization. Australia . The Art of Service Email: service@theartofservice.com | Web: http://theartofservice. Challenges In implementing and operating a SKMS: • • Getting staff to use the systems. and Enables the organization to continually mature and develop.org Phone: +61 (0)7 3252 2055 | Brisbane. Having the extra time required to record relevant information and knowledge.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.com | eLearning: http://theartofservice.

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

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

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

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

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

com | eLearning: http://theartofservice. test and deploy and manage the overall release process.: A few minor improvements and fixes to Known Errors. test and deliver the capability to provide the services specified by SERVICE DESIGN. Minor Release – Banking_System v1. test and deploy a release into production and prepare for SERVICE OPERATION. and • Release & Deployment Management actually do the build. Difference between Change Mgt and Release & Deployment Mgt? • Change Management assesses. v1.com | Web: http://theartofservice. The Art of Service Email: service@theartofservice.1. build.org Phone: +61 (0)7 3252 2055 | Brisbane.: Major Roll-Out of new hardware and/or software. v3 etc. Emergency Fix – Banking_System v1. v1.1. Release Identification Examples Major Release – Banking_System v1. Australia . v1.The ITIL® V3 Awareness Pocket Guide | 56 Release & Deployment Management • Aims to build. authorizes and coordinates Changes.2. v2. systems and functions to package.3 etc.2 etc. • This includes the processes.1.1.: A temporary or permanent Quick Fix for a Problem or Known Error.

org Phone: +61 (0)7 3252 2055 | Brisbane. Australia .com | Web: http://theartofservice. The Art of Service Email: service@theartofservice. in case something goes wrong deploying the release.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. Release and Deployment will build and test the ‘Hype’ service.com | eLearning: http://theartofservice.

The Art of Service Email: service@theartofservice. scale. Australia . Stability in SO – allowing for changes in design.The ITIL® V3 Awareness Pocket Guide | 58 SERVICE OPERATION PHASE Goals    Management of SO. and  Key Role: Reactive and Proactive. 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. 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. scope and service levels.org Phone: +61 (0)7 3252 2055 | Brisbane.com | Web: http://theartofservice. 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.

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

The Art of Service Email: service@theartofservice.com | eLearning: http://theartofservice.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.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. Australia .com | Web: http://theartofservice.

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

org Phone: +61 (0)7 3252 2055 | Brisbane.com | Web: http://theartofservice. Australia .com | eLearning: http://theartofservice.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.

Australia . 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.com | Web: http://theartofservice.com | eLearning: http://theartofservice. The Art of Service Email: service@theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. 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. separate teams or departments will be needed for each type of infrastructure being used.63 | The ITIL® V3 Awareness Pocket Guide Technical Management Function TM is not normally provided by a single department or group. In many organizations the TM departments are also responsible for the daily operation of a subset of the IT Infrastructure. Specialist Technical Architects & Designers (Primarily involved in SD) + Specialist Maintenance & Support Staff (Primarily involved in SO) = Technical Management. TM will provide guidance to IT Ops about how best to carry out the ongoing operational management of technology.

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

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

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

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

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

Defined as two major processes: • • Reactive Problem Management. and Proactive Problem Management (initiated in Service Operation but generally driven as part of Continual Service Improvement).com | Web: http://theartofservice. and to prevent the recurrence of Incidents related to these errors.org Phone: +61 (0)7 3252 2055 | Brisbane.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.com | eLearning: http://theartofservice. The Art of Service Email: service@theartofservice. Problem Management will help to find out why users’ Webcams keep crashing. Australia . and hopefully find a permamant solution.

An Event can be defined as a change of state that has significance for the management of a Configuration Item (including IT Services). 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.com | eLearning: http://theartofservice. Australia . The Art of Service Email: service@theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane.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.com | Web: http://theartofservice. This can be detected by technical staff or be automated alerts or notifications created by CI monitoring tools.

• Confidentiality: use.com | eLearning: http://theartofservice. integrity and availability (CIA) of assets. Protecting information against unauthorized • Integrity: Accuracy and completeness of information. The Art of Service Email: service@theartofservice. Access Management: C. Access Management will assist with providing rights to use ‘Hype’ service. Access Management helps to protect the confidentiality. and Availability: Information is available at any moment within the • agreed timeframe. therefore it is the execution of policies and actions defined in Security and Availability Management.org Phone: +61 (0)7 3252 2055 | Brisbane.A. Australia .com | Web: http://theartofservice.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.I.

Service Measurement. Act’ model.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. and Using a ‘closed-loop feedback system’. Check. and CSI Improvement Process.com | eLearning: http://theartofservice. Goals • • • • • Creating and maintaining value for customer. Linking improvement efforts and outcomes with SS.com | Web: http://theartofservice. Based on the ‘Plan. practices and methods. Processes • • • Service Level Management (addressed in Service Design). Combining principle. The Art of Service Email: service@theartofservice. Australia . Do. SD and ST.org Phone: +61 (0)7 3252 2055 | Brisbane.

etc so improvements can be made to ‘Hype’ Service. 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.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. To Intervene: Take corrective actions such as identifying improvement opportunities. Australia . To Direct: Based on factual data. 3. time. There are four main reasons to monitor and measure: 1.com | Web: http://theartofservice. The Art of Service Email: service@theartofservice. To Validate: Are we supporting the strategy and vision? 2.com | eLearning: http://theartofservice. people can be guided to change behavior.org Phone: +61 (0)7 3252 2055 | Brisbane.

Performance. etc.org Phone: +61 (0)7 3252 2055 | Brisbane. Australia . The Art of Service Email: service@theartofservice. and • Service Metrics: The results of the end-to-end service.com | Web: http://theartofservice.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. • Process Metrics: Captured in the form of KPIs and activity metrics for the service management processes. Component metrics are used to calculate the service metrics. availability. Four key questions KPIs can help answer are centered on Quality.com | eLearning: http://theartofservice. these help to determine the overall health of a process. CSI uses these metrics to identify improvement opportunities for each process. Value and Compliance..

org Phone: +61 (0)7 3252 2055 | Brisbane. The Art of Service Email: service@theartofservice. Australia .com | Web: http://theartofservice.com | eLearning: http://theartofservice. This process will be used to find ways to continually improve the ‘Hype’ service for the customer.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.

For this to work successfully. The whole ethos of the Service Lifecycle approach is that each phase will affect the other.com | Web: http://theartofservice. 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.The ITIL® V3 Awareness Pocket Guide | 76 CSI & the Service Lifecycle in Action Although there are 5 phases throughout the Lifecycle. Australia . creating a continuous cycle.com | eLearning: http://theartofservice.org Phone: +61 (0)7 3252 2055 | Brisbane. they are not separate. The Art of Service Email: service@theartofservice.

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