Summary

 of  Main  Concepts  of  ITIL  

 

1.Service  

Means  of  delivering  value  to  Customers  By  Facilitating  the  outcomes  that  customers  want  to  achieve  
without  the  ownership  of  specific  costs  &  risks  

2.Process  

Set  of  Interconnected  Activities  to  perform  a  specific  objective  

Process  Has  4  Characteristics  

1.  it  is  Measurable  

2.  It  gives  Specific  Results  

3  .It  is  triggered  by  specific  event  

4.  It  gives  primary  output  to  key  stakeholders  

3.  Function  

Set  of  tools  &  people  who  carry  out  one  or  more  process  activities  

4.  RACI  Matrix  (Responsible  –Accountable-­‐Consulted-­‐Informed)  

Clearly  defining  &  Documenting  who  will  be  carrying  what  activity  

Multiple  people  can  be  responsible  for  one  activity  but  only  person  is  Accountable  for  the  activity  

5.  5  Domains  /Life  cycle  Stages/Books  In  ITIL  2011  

1.Service  Strategy  

2.Service  Design  

3.Service  Transition  

4.Service  Operations  

5.  Continual  Service  Improvement  

6.  4  Functions  In  ITIL  

1.Service  Desk  

2.IT  Operations  

3.Technical  Management  

4.  Application  Management  
7.  Deming  Quality  Cycle  

PDCAà  Plan-­‐do-­‐Check-­‐Act  

8.  Objective  of    event  Management  

To  detect  events  make  sense  of  them  &  take  appropriate  control  action  

9.  3  Types  of  Events  

1.  Exception  

2.  Information  

3.  Warning  

10.  objective  of  Incident  Management  

Restore  Normal  service  operations  ASAP  &  reduce  the  negative  business  impact  

11.  Priority  is  a  Combination  of  Impact  &  urgency  

12.  2  Types  of  Escaltion  

1.  Hierarchial/Management  

2.Functional  –  Due    Lack  of  Competence  Skill  Set-­‐  Level    1àLevel  2àLevel  3  

13.  Types  of  Service  Desk  Structures  

1.  Localized  

2.Centralized  

3.Virtual-­‐  Follow  the  sun  

14.  3  Components  of  ITIL  

1.Core  Books  –  5  Books  

2.Complementary  Guidance  :  Gives  Guidance  on  How  to  implement  ITIL  in  small,  Medium  Scale  
Enterprise  or  in  any  specific  industry  

3.  ITIL  web  :  which  provides  Ready    made  templates  

15.Incident  Model  

Set  of  steps  taken  to  deal  with  a  specific  type  of  Incident  

16.  Definition  of  Service    Request  

Standard  changes  which  are  low  risk,  low  impact,  Mostly  preauthorised  &  follows  an  established  
path  &  procedure  
17.  Utility  

Fit  for  purpose  

18.  Warranty  

Fit  for  use  :  Availability,  Security,  Continuity,  Capacity    Elements  

19.  Value  is  a  combination  of  Utility  &  Warranty  

20.  3  Types  of  Metrics  in  Continual  Service  Improvement  

1.  Technology  

2.  Process  

3.    Service  (  End  to  End  Metrics)  

21.  Configuration  Management  system  a  Subset  of    Service  Knowledge  Management  System  
(SKMS)  

22.  Objective  of  Service  Request  Fulfilment  Process  

To  provide  a  standard  mechanism  of  dealing  with  requests  of  the  end  users  

23.  Types  of  SLA  

1.  Service  Based  SLA  

2.  Customer  Based  SLA  

3.  Multilevel    SLA  

  -­‐  Coprorate  

                           -­‐  Customer  

                             -­‐  Services  

24.  SLA,  OLA  &  UPC,  

SLA  –  Between  Customer  &  Service  Provider  

OLA-­‐  Between  Internal  departments  of  the  service  Provider  

UPC-­‐  Between  &  Service  Provider  &  its  Supplier  

25.  4  P’s  Considered  in  Service  Design  

1.People  

2.Process  

3.Product  
4.Partners  

26.  Who  is  responsible  for  Managing  Underpinning  Contract  

Supplier  Management  Process  

27.  Who  is  responsible  for  Managing  OLA  &  SLA  

 Service  Level  Manager  

28.  3  Components  of  Capacity  Management  

1.Business  Capacity  Management  

2.Component  Capacity  Management  

3.  Service  Capacity  Management  

29.  Patterns  of  Business  Activity  are  analysed  in  which  Process  

Demand  Management  

30.  Components  of  Service  Portfolio    

1.Service  Catalogue  

2.Retired  Services  

3.Pipeline  

31.Purpose  of  Change  advisory  Board  

To  Advise  the  change  Manager  to  Approve  or  Reject  a  change  

32.  Purpose  of  ECAB  (  Emergency  Change  Advisory  Board)  

To  advise  the  change  Manager  on  approving/  rejecting    the  emergency  change  

33.  Types  of  release  Approaches  

1.Big  Bang  V/s  Phased  

2.Push  v/s  Pull  

3.Automated  V/s  Manual  

34  DIKW  stands  for    

Data-­‐Information-­‐Knowledge-­‐Wisdom