Professional Documents
Culture Documents
Itil
Itil
best answer will show value to customer and you liaised with business
You are a manager - not details, choose the higher level answer - avoid weekends, hard dates requirements if asked in question
Numbers are not important - what is the data telling us about which itil process
Core concept for the question - what process before delving too deep into question
Keep answer within context of service operation. value to business
Identify what the question is after
May have RACI model.
Must have 1xA for each row and no more than 1
Must have at least 1xR for each row
Not too many R's (inefficient)
Review critical success factor -see handout. Don't mixup service desk KPI's with other - request, incident.
If asking about function, answer in function. If asking about sla's for request don't get involved in OLA's with SDESK
GOOD WORDS:
Value
Customer
Agree
Scope
Magnitude
Process better than procedures
Relationship
Communication
Capability
REVIEW FOUNDATIONS
RE-familiarise where other process are in itil - DESIGN: avail, capacity. STRATEGY: SLA, etc, etc
CUSTOMER
|. SLA (SLA) - MTTR Important
PROVIDER
SLM / \ supplier mgt
(OLA) | \ Underpinning CONTRACT
INTERNAL EXTERNAL
- incident KPI's. - 3rd level support
- Service Desk KPI's
- Level 2 support KPI's
Transition - Deliver
Incident Symptom
Problem Cause
REQUEST MANAGEMENT
•·To provide the channel for customers to request and receive standard services
•Provide information about Services - and how to obtain them
•Deliver Standard Service Components (licences, s/w media, etc)
•General Information , Complains or comments
•Are PLANNED. (incidents are unplanned)
Tightly aligned to Incident process
Benefits:
•·Reduces bureaucracy,
•reduces cost of providing services Policy:
ACCESS MANAGMENT
Process granting authorised users the right to use a Service and preventing unauthorised users
Manage and Protect assets/data/information/services - C.I.A.
•·C - Confidentiality
• I - Integrity
• A - Availability
All requests should be authorised before actioning (ie. Service desk review authorisation has been done, but do not chase it up
Access Mgt
•·should log and track access to ensure rights are being appropriately used.
•Align to a change of status of personnel
•Track history of who accessed or tried to access
Key Concepts:
•·Access - Level/extent of functionality/data user entitled to use
•Identity - users must be unique
•Rights - Privileges / Access granted to access the services
•Service Groups - Access to Several Services granted at same time
•Directory Services - Tools used to manage (AD)
•Role Conflict - Risk increases in conflict with # of roles and groups defined.
Refer appendix 15 - figure 4.9 and slide 70
EVENT MANAGEMENT
Design
1..Instrumentation
2.Error messaging
3.Event detection and alert mechanism
4.Identification or thresholds
Event Mgt implements thresholds - but does not SET them. Inc, Prob, etc do.
Event Management creates the Policy but up to each function (Service desk, IT Ops Mgt, App Mgt, etc) to maintain.
INCIDENT MANAGEMENT
Business Value:
Reduce unplanned labour and cost
Alignment - IT aligned to business priorities
Improvements - helps identify potential Service Improvements
Service Desk - additional training or service required
Incident Model
predefined steps for Standard Incident
Contains
Step to handle incident
Dependencies and co-processing requirement
roles and responsibilities
Timescale, threshold, and escalation procedures
Any necessary evidence preservation activities
PROBLEM MANAGEMENT
Objectives
: to prevent problems and resulting incidents from occurring
To eliminate recurring incident
To minimise the impact of incidents that can't be prevented
activities:
Reactive - respond to incidents
Proactive - Trend analysis
Incident matching is a part of Incident process - not problem - but feeds into problem
Interfaces with : incidents, service desk, release, change, config, service continuity, availability, capacity, sla, finance
Objectives
1. maintain the “status quo” to achieve infrastructure stability
2. identify opportunities to improve operational performance and save costs
3. initial diagnosis and resolution of operational incidents
IT Operation Control
monitor the operational events of the IT infrastructure (console management)
scheduling and management of batch jobs (including backup & restore, centralized printing and maintenance activies)
Facilities mgt
1.Responsible for physical IT environment (including power supply, UPS, power for disaster recovery sites, air conditioning) wor
parties on data centre projects
2. Manage data centres
3.Power cooling
4. Large scale consolidation
5.Mgt of outsourcing contracts
How to run backup, restore, label tape, tape mgt - but don't need to know about oracle
TECHNICAL MGT
1.To manage and develop the IT infrastructure, including the groups/teams that provide infrastructure support
2.Organization aligned to the technology, e.g. mainframe management, web management, database administration
3. Custodian of all technical knowledge and expertise - IT INFRASTRUCTURE
PROVIDES TECH SUPPORT FOR SERVICE LIFECYCLE
Obj: help plan implement and maintain technical infrastructure not support in
Staffing
Technical managers – lead, decision-making, ensure training of staff
Team leaders – assist technical manager
Technical analysts/architects – identify the knowledge and expertise, document, train staff and users
Technical operator – perform day-to-day operation
APPLICATION MANAGEMENT
Involved in every stage of the service lifecycle of application, from ascertaining the requirements through design and transition
operation and improvement
Objectives
1. Identify requirements for applications (utility and warranty)
2. Design, assist in deployment and support applications
3. Identify and implement improvements
Staffing
Application Manager / Team Leaders – lead and manager, assess training needs, report
Application Analysts / Architects – determine needs, develop operation models for optimal balance of performance vs resourc
Requirements
Identify products
Selection criteria
Evaluate
Short list
Scoping
Rank
Select products
SERVICE DESK
•·Local is expensive, can have communication issues. Each site has local service desk
•Central - Service desk in one location. ie. 24x7 shifts if required.
•Virtual - Series of connected service desks in disparate locations
•Follow the Sun - Geographically dispersed, staff work normal day shifts for their timezone, need standard processes, tasks, ha
Service Desk can contain specialised groups (ie. custom apps, Video Conferencing SME's)
Super Users - not in service desk but in business. Can help speed up incidents. Issues are loss of visibility of incidents can occur
raised direct to Super Users are not raised in ITSM tool - no stats captured for reporting, true situation not exposed. Measuring
Surveys (exam) Pro's and Con's.
responsible for dealing with a variety of service activities through calls, web interface or reported events
the single point of contact for users of IT services
critical for customer satisfaction as it is most visible
Process: Event mgmt, Incident mgmt, Service Fulfilment, Problem mgmt, Access mgmt
Functions : Service desk, IT operation , Application mgmt and technical mgmt
BAD WORDS:
Some, all, none, every
Best, main
Padding
Numbers and stats
Costs
Case-by-case
Too tech specific
Request Management Process steps
1..Receive Request
2.Logging and Validation (timestamp, etc)
3.Categorisation
4.Prioritization
5.Authorization
6.Review
7.Execution
8.Closure (Service desk confirm with customer)
9.Re-open request
Access MGT steps
1..Request
2.Verification (they are who they say they are)
3.Provide rights
4.monitor identity status
5.logging and tracking
6.remove / restrict rights
Access MGT has interface with HR - very important to get rights correct
Access MGT has interface with Change Management
Information Mgt - Identity, Roles and Groups for easier management. User profile, user template, role.
Activities:
Event occurs
Event notification
Event detection
Event logged
First level correlation
Significance. informational, warning, exception
second level correlation
Further action
Response selection - incident problem change
Review
Close
Activity
Identification - call to SDESK
Logging - capture incident (summary, date, unique ID, where)
Categorisation - useful for trending, Network/telephony/handset. May help with in articles and sending job to right resolver.
Prioritisation - impact and urgency = priority. Dictates response and resolution time, if major incident execute Major incident p
Diagnosis - gather full symptoms, try to resolve, advise user if clarification or escalation required
Escalation - functional escalation (sdesk to 2nd level to Vendor), Hierarchical (for Comms, approval)
Investigation and diagnosis. - further detailed analysis and determination of cause. Search for answers.
Resolution and recovery - apply and test potential solution. User, SDESK, specialist, third party all could be involved. Pass back t
Closure - check the customer is happy
Activities
Detect
Log
Categorise
Prioritise
Investigate and diagnose
Workaround - known error (change)
Problem resolution
Closure
Major problem?
Staffing
IT Operations Manager – lead and manage, report
Shift Leaders – coordinates with other shift leaders for smooth handling of IT operations
IT Operations Analysts – determine the most effective ways to carry out IT operations
IT Operators – perform IT operations such as monitoring, back up, console operation, etc.
Objectives
provide technical infrastructure for business processes and solve issues
plan on new / improved service requirements
Role
manage the IT infrastructure
provide enough skilled supporting staff for the whole lifecycle from strategy to operation and service improvement
guide and support operations staff members
Well designed technical topology
Better skills
Diagnose and resolve technical failures
Role
vs Application Development
development focuses on utility / management focuses on utility and warranty
development: one-time / management is concerned about the lifetime of the application
development: focus on software development / management: operation and improvement
management is needed for applications developed externally
ob to right resolver.
ecute Major incident procedure
The areas of focus for my exam was Event management functions, purpose and objecti
Role of Service Operation during transition in a business (please refer Module 2 – Service operation prin
2.10 – Operational Staff Involvement in Service Transition),
Functions of problem Management and Incident Management,
Access Management and its value to business.
t functions, purpose and objective,
odule 2 – Service operation principles – sub section
Service Transition),
ncident Management,
e to business.
Activities of Event Management
Determining how to manage events is unique to each IT organization, and it depend on the size and complexity of their IT infra
The following discussion of the actitvities of the Event Management process provides solely a high level reference.
Build or Buy
Application Mgmt will assit in this decision during service design as follows
sed, will it require a new set of employees, or can existing employees be trained to support it?)
on software, and then to assist in the design and
Purpose/goal/objective
The purpose of Service Operation is to coordinate and carry out the activities and processes required to deliver and manage se
Service Operation is also responsible for the ongoing management of the technology that is used to deliver and support service