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Availability Metrics Service Level Agreements (SLA) – Agreed between the IT

Provider and Customer.

ITIL® V3 Foundation Reference Chart Downtime (DT) = Incident until Restoration

Response Time = Incident until Detection
Recovery Time = Recovery until Restoration
Operational Level Agreement – Agreed between internal
groups of an organisation.
Underpinning Contract – Agreed between an IT Provider and
Mean Time to Restore Service = average time based on Incident until Recovery a 3 Party or Supplier.
Mean Time Between Failures = average time based on Recovery until (next) Incident
Mean Time Between Service Incidences = average time based on Incident until Incident
Change Types
Service Strategy Processes Value = Utility AND Warranty Normal Change: Follows process and requires authorisation.
Reliability: Based on MTBF, how long it lasts without interruption
Financial Management eg: Minor may need Change Manager, Significant may need
Utility = Performance supported OR Constraints Removed Maintainability: Based on MTRS, how quickly can it be restored after a failure
Service Portfolio Management CAB, Major may need Senior Management.
Fit for Purpose. Customer perspective of functionality offered. Serviceability: The ability of third-party suppliers to meet terms of contract
Demand Management Standard Change: Pre-authorised agreed actions for
Warranty = Availability AND Capacity AND Continuous AND Secure repeatable changes.
Service Design Processes Fit for Use. Guarantee to meet requirements (SLA, contract, etc). Emergency Change: Needs to be implemented quickly,
Service Level Management RACI Configuration Model Configuration Activities authorised by Emergency CAB, all updates after RFC can be
Service Catalogue Management Defines roles and Structure of CIs, capturing All stored in the CMS retrospective.
Capacity Management People 4 P’s Service Design Package (SDP) logical and physical
responsibilities. Management and Planning
Availability Management Correct numbers, skills, Service Requirements relationships between
Responsible them, eg: Configuration Identification
IT Service Continuity Management training. Good Service Design Change Advisory Board
Accountable (1 per A is connected to B Configuration Control
Information Security Management communication Organisational readiness assessment Chaired by Change Manager, meets regularly/as required
task) A belongs to B Status Reporting
Supplier Management Processes Service Lifecycle Plan Attendance dependent on RFC (Request For Change), from
A uses B Verification and Audit
Defined, documented, Service Programme Consulted departmental/process managers and technical specialists.
Service Transition Processes Stored in Configuration
streamlined, Service Transition Plan Informed Management Database Remember as PICSV
Knowledge Management Service Operational Acceptance Plan Assesses RFC and authorises change.
measurable, version (CMDB) Perhaps I Can See Vampires
Change Management Service Acceptance Criteria (SAC)
Service Asset & Configuration Management
Products (Technology) Configuration Items (CI) Release Concepts
Definitive Media Library
Release & Deployment Management Release Options
Resulting services, D-I-K-W Knowledge Model Assets, items, service Release Unit: Portion of service
Transition Planning & Support Big-Bang: All users at once (DML)
tools, technology Context and Understanding increases components, etc stored in that is released together
Service Testing & Verification Phased: Partial, then scheduled roll-out. Authorised versions of all
Partners (Suppliers) at each level: the CMS Release Package: RU/structured
Evaluation media CIs, including:
Internal/external Data Hardware, Software set of RUs Push/Pull: Pushed by us, or pulled by users Software master copies
Service Operation Processes suppliers, agreements, Stored in a database People, DocumentsLocations Release Policy: How releases are Automated/Manual: Whether or not user interacts Document master copies
Event Management contracts Information managed throughout
Incident Management Interprets who, what, when, where
Problem Management of data. Service Lifecycle Service Operation Definitions
Event: A change in state Generic Process Model
Request Fulfillment Knowledge Requirements Developed Event: Change of stated which has significance for
which has significance for
Access Management How information/data was produced. Defined Built the management of a CI or IT service. Control
the management of the IT
Metrics. Analysed Tested Alert: Warning that a threshold has been reached,
Infrastructure. something has changed, or a failure has occurred. Process Process Process Process
Continual Service Improvement Process Wisdom Approved Released
Event Types: Incident: An unplanned interruption or reduction in Owner Document Feedbac Objectiv
None at foundation level Decisions made as a result of Chartered Operational
Informational (good or bad) quality of an IT service. Logged in the CMS. ation k es
knowledge. Why we do things in the Designed Retired
Warning Service Request: A user query for information or
Exception future. support; not an incident.
Service Knowledge Management System (SKMS) Incident Priorities Inp Activities, Roles, Out
uts Procedures, puts
Impact Trigg
Presentation Layer Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate
High Med Low

Knowledge Processing Layer Query & Analysis, Reporting, Performance Management, Modelling, Monitoring High 1 2 3
Resourc Capabilit
Med 2 3 4
Low 3 4 5
es ies
Configuration Management System (CMS)
Service Portfolio Capacity Management Availability Information Security
Information Integration Layer
Information System Management Management System
(CMIS) Information System (ISMS)
Service Management Integrated Asset &
Service Pipeline Management reports Knowledge Base Configuration Info
e Reports & Data Plan
Service Catalogue Data & Information Sources
Forecasts Design criteria Change Data Release Data DML1, 2...
Plan Supplier Contract
Retired Services Testing schedule App Data Documents CMDB 1, 2...
Database (SCD)