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Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
ITIL® FoundationDiagrams used in the ITIL FoundationWorkbook
ITIL® is a Registered Trade Marks of Axelos Limited. Sections of the ITIL®
Reference Manuals have been reproduced under licence from Axelos LimitedAll material copyright of ALC Education and Consulting Pty Ltd unless otherwise
indicated.The text in this courseware is based on the Official ITIL Best Practice
Publications, AXELOS MATERIAL 2011 EDITION: ITIL Service Strategy, ITILService Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual
Service Improvement
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Process Model
Process Owner hasresponsibility toensure processobjectives are met
Process can spanorganisational andgeographicboundaries
Process control
Process owner
Process policy
Process objectives
Processdocumentation Process feedback
Process activitiesProcess metrics
Process roles
Processprocedures
Processimprovements
Process workinstructions
Process resourcesProcess
capabilities
Process
Process enablers
Triggers
Processinputs
Processoutputs
Including processReports and
reviews
Copyright © AXELOS Limited 2014 Reproduced under license from AXELOS
Introduction Slide 16
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Service Lifecycle
3
Each volume of the core is represented in theService Lifecycle:
Service Strategy represents policies and objectives.
Service Design, Service Transition and ServiceOperation are progressive phases of the Lifecyclethat represent change and transformation.
Continual Service Improvement represents learningand improvement.
The architecture of the ITIL Core is based on a Service Lifecycle.
Copyright © AXELOS Limited 2014 Reproduced under license from AXELOS
Continualservice
improvement Servicetransition
Servicestrategy
ServiceOperation
Servicedesign
Service Lifecycle Slide 25
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Service Lifecycle
4
The business/customersRequirements
Change proposaland service charters
Servicestrategy
StrategiesPolicies
Resources andconstraints
Servicedesign
Servicetransition
Serviceoperation
Continualserviceimprovement CSI register, improvement
actions and plans
Achievementsagainst targets
Operational/liveservices
Businessvalue
Solutiondesign
Architectures Standards
Service design packages
New/changed/retired services
Testedsolutions
SKMS updatesImplementationOf transition plans
Serviceportfolio
Servicecatalogue
Serv
ice
know
ledg
em
anag
emen
t sys
tem
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Service Lifecycle Slide 26
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Components of Value
• Services contribute value to an organisation only when their value isperceived to be higher than the cost of obtaining the service.
5
Preferences Perceptions
Value
Businessoutcomes
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Service Lifecycle Slide 30
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Value of a Service
6
Value of a Service:
Utility of a service - The functionality of an IT Service from the Customer's perspective(what the Service does)
Warranty of a service - The assurance that an IT Service will meet agreed requirements(how well it does it)
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
+
-++
+
Businessoutcomes
Business unit(internal customer)
Customer assets
Capabilities
Resources
Risks
Performancepotential
Demand
Service provider (IT)
Service assets
Capabilities
Resources
Costs
Servicepotential
Idle capacity
Service(utility and warranty) -
Service Lifecycle Slide 33
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Value Creation
7
From the customer’s perspective, value consists of two primary elements: utility or fitness forpurpose and warranty or fitness for use.
Utility of a Service is perceived by the customer as animprovement in performance of tasks. Removal ofconstraints on performance is also perceived as a positiveeffect.
Warranty of a Service is derived from the positiveeffect being available, with sufficient capacity anddependable in terms of continuity and security.
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Service Lifecycle Slide 34
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Service Assets
8
Service Assets create value and comprise the capabilities andresources of a service provider
Service Lifecycle Slide 37
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
A Collection of Assets
9
Business unit
Asset
Create value
Consumeassets
Generate returns(or recover costs)
ProspectsCompetitorsRegulatorsSuppliers
Influence
Demand
Supply
Management
Organization
Processes
Knowledge
People
Information
Applications
Infrastructure
Financial capital
Coordinate,control, anddeploy
Customers
Goods/Services
Capabilities
Resources
Business unit
Service
Create value
Consumeassets
Generate returns(or recover costs)
ProspectsCompetitorsRegulatorsSuppliers
Influence
Demand
Supply
Management
Organisation
Processes
Knowledge
People
Information
Applications
Infrastructure
Financial capital
Co-ordinate,control anddeploy
Customers
Goods/Services
Capabilities
Resources
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Service Lifecycle Slide 38
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Service Portfolio
Copyright © AXELOS Limited 2014Reproduced under license from AXELOS
Service portfolio
Service catalogueServicepipeline
Retiredservices
Configuration management system
Customerportfolio
Applicationportfolio
Supplier and contractmanagement information
system
Customeragreement
portfolio
Projectportfolio CMDB
Service Strategy Slide 47
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Demand Management Process
11
• Analyse and influence patterns of business activity (PBA) across the whole portfolio.• Study the customers’ business to identify analyse and modify patterns of business
activity.
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Pattern of
business
activity
Business
process
Service
process
Demand
management
Capacity
management
plan
Incentives and
penalties to influence
consumption
Demand pattern
Service belt
Delivery schedule
Service Strategy Slide 53
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
4 Ps – Key Principles
The implementation of ITIL Service Management as a practice is aboutpreparing and planning the effective and efficient use of the ‘four Ps’:
12
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
People
Products/technologyProcesses
Partners/suppliers
Service Design Slide 66
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Two-view CatalogueThe service catalogue
Businessprocess 1
Businessprocess 2
Businessprocess 3
Service A Service B Service C Service D Service E
Service 1 Service 2 Service 3 Service 4 Service 5 Service 6
Links to relatedinformation
Service assets/configuration records
Key = Customer-facing services = Supporting services
Business/customerservice catalogue view
Technical/supporting service catalogue view
Copyright © AXELOS Limited 2014Reproduced under license from AXELOS
Service Design Slide 71
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Three-view CatalogueThe service catalogue
Service A Service B Service C Service D Service E
Service 1 Service 2 Service 3 Service 4 Service 5 Service 6
Links to relatedinformation
Service assets/configuration records
Key = Customer-facing services = Supporting services
Wholesale service catalogue view Retail service catalogue view
Wholesalecustomer 1
Wholesalecustomer 2
Retailcustomer 1
Retailcustomer 2
Copyright © AXELOS Limited 2014Reproduced under license from AXELOS
Service Design Slide 72
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
SLR, SLA, OLA & UC Relationship
SLR:• Documented business
requirements for target servicelevels
• Refined during the design processto eventually become a draft SLAduring pilot of the service
SLA:• Business focused language• Service Level focused and not a
repeat of process documentation
OLA & UC:• Documents that support the SLA• Content is technically focused
Business
Service LevelManager
SLA
VendorsInternalIT Units
OLA UC
Business
ServiceProvider
SLA
VendorsInternalIT Units
OLA UC
SLR
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Service Design Slide 79
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
SLM vs. BRM
Business Relationship Management Service Level ManagementPurpose To establish and maintain a business relationship
between the service provider and the customerbased on understanding the customer and itsbusiness needs.
To identify customer needs (utility and warranty)and ensure that the service provider is able tomeet these needs.
To negotiate service level agreements(warranty terms) with customers andensure that all service managementprocesses, operational level agreementsand underpinning contracts areappropriate for the agreed service leveltargets.
Focus Strategic and tactical – the focus is on the overallrelationship between the service provider and theircustomer, and which services the service providerwill deliver to meet customer needs.
Tactical and operational – the focus ison reaching agreement on the level ofservice that will be delivered for new andexisting services, and whether theservice provider was able to meet thoseagreements.
Primarymeasure
Customer Satisfaction, also an improvement in thecustomer’s intention to better use and pay for theservice. Another metric is whether customers arewilling to recommend the service to other(potential) customers.
Achieving agreed levels of service(which leads to customer satisfaction).
16
Service Design Slide 82
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Supplier Management Process
17Copyright © AXELOS Limited 2014Reproduced under license from AXELOS
Supplier strategyand policy
Definition of newsupplier and contract
requirements
Evaluation of newsuppliers and contracts
Establishment of newsuppliers and contracts
Management ofsupplier and contract
performance
Contract renewalor termination
Supplier and contractcategorization and
maintenance of the SCMIS
Supplier and contractmanagementinformation system
Supplier reportsand information
Service Design Slide 100
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Tool Evaluation Process
18
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Identifyrequirements
Identify products
Selection criteria
Short listing
Evaluate products
Scoring
Rank the products
Select product
Service Design Slide 105
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Service Transition Overview
Copyright © AXELOSLimited 2014.Reproduced underlicense from AXELOS
Releasedeployment
Continual Service Improvement
Change management (4.2)
Auth
Auth Auth AuthAuth Auth Auth Auth
Service asset and configuration management (4.3)
Transition planning and support (4.1)
Managing people through service transitions (5)
Change evaluation (4.6)
BL BL BL BL BL BL BL BL
Servicestrategy
Servicedesign
Release
planning
Releasebuild
And testRelease
deploymentReleasedeployment
Review andclose
Serviceoperation
Release and deployment management (4.4)
Service validation and testing (4.5)
Knowledge management (4.7)
Focus of activityrelated toservicetransition
Other ITIL corepublications
ITIL process in servicetransition that supportsthe whole service lifecycle
Auth
BL
Change authorization
Point to capture baseline
Service Transition Slide 4
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Normal Change Process
Changeproposal(optional)
Activities assigned to therole ‘change management’may be carried out by achange practitioner, achange authority or thechange management processowner, depending onorganizational design
*Activities to plan, createand deploy releases arepart of the release anddeployment managementprocess
RoleChangeinitiator
Changemanagement
Changemanagement
Changemanagement
Rejected
Rejected
Changemanagement
Changemanagement
Changeauthority
Changeauthority
Change management,change authority, change initiator
Create RFC
Record RFC
Review RFC
Assess andevaluate change
Authorize changebuild and test
Coordinate changebuild and test*
Authorize changedeployment
Coordinate changedeployment*
Review and closechange record
Requested
Ready for evaluation
Ready for decision
Authorized
Created
Scheduled
Implemented
Closed
Work flows
Work flows
Work flows
Upd
ate
info
rmat
ion
in C
MS
Copyright © AXELOS Limited 2014.Reproduced under license from AXELOS
Service Transition Slide 12
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
SACM Process ActivitiesPlanning, management
resources, timeManagement supportWorking relationships
Resources, facilities, CMS andtools
Training and guidance
Policy, standards,strategy,
service portfolio,customer portfolio,
customer agreementportfolio,contract
requirements
Managementand planning
Requirements design,maintenance, release,
deployment,operations plans
Feedback
Configurationidentification
RFC/change to
CI
Control
Configurationcontrol
Change andconfigurationrecords and
documentation
Statusaccounting and
reporting
Physical CIs,test results
Audit/discoverytools
Verificationand audit
Configurationmanagement
plan
CI identification,naming,
labelling, data anddocumentation
Baselineand release ID
UpdatedRFC,
updated CI
Statusrecord/reportConfiguration
information andperformance
Action itemsConfidence
inservice and
infrastructure
Copyright © AXELOS Limited2014. Reproduced under licensefrom AXELOS
Service Transition Slide 26
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
The DML & CMDB Interaction
DML
Physical CIs
Build new release
Electronic CIs
CMS
CMDB
Informationabout the CIs
Releaserecord
Test new release
Deploy new releaseCopyright © AXELOS Limited2014. Reproduced under licensefrom AXELOS
Service Transition Slide 30
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
The unit may vary, depending on the type(s) or item(s) of service asset orservice component such as software and hardware.
Release Unit
A release unit describes the portion of a service or IT infrastructure that isnormally released together according to the organisation’s release policy.
A2.1.1
A3.1A2.2A2.1
A1 A2 A3
IT service A
Copyright © AXELOS Limited2014. Reproduced under licensefrom AXELOS
Service Transition Slide 35
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
• Data is quantitative. Data isdefined as numbers, characters,images or other outputs fromdevices to convert physicalquantities into symbols, in avery broad sense.
• Information is defined asa message received andunderstood. In terms of data, itcan be defined as a collection offacts from which conclusionsmay be drawn.
DIKW Structure
• Knowledge can be defined asinformation combined with experience,context, interpretation and reflection.
• Wisdom is defined as the ability tomake correct judgements and decisions.
Copyright © AXELOS Limited 2014.Reproduced under license from AXELOS
Context
Data
Wisdom
Why?
How?
Who, what,When, where?
Information
Knowledge
Understanding
Service Transition Slide 39
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
AccessManagement
EventManagement
RequestFulfillment
Processes and Functions
Functions
Processes
Service Desk
Self Help
Operations Management (incl. Ops Control and Facilities Mgmt.)
Technical Management
Application Management
IncidentManagement
ProblemManagement
Service Operation Slide 46
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Local Service Desk
user user user
Service Desklocation C
Service Desklocation A
user
user
user
user
user
user
Service Desklocation B
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Service Operation Slide 54
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Centralised Service Desk
Service Desk
Location A Location B Location C
Technical Mgmt Application Mgmt IT Ops Mgmt 3rd Party Support Request Fulfilment
2nd Line Support
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Service Operation Slide 55
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Virtual Service Desk
Location A Location B Location C
SupportGroup
SupportGroup
SupportGroup
Virtual ServiceDesk
SD Analyst
SD Analyst
SD Analyst
SD Analyst
SD Analyst
SD Analyst
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Service Operation Slide 56
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Follow the Sun Service Desk
Follow the SunService Desk
Follow the SunService Desk
Service Operation Slide 57
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Event Process
Event Occurs Eventnotification Event logged First-level event correlation
and filtering
Significance
Second- level eventcorrelation
Further action required ?
Responseselection
Auto response AlertIncident/ Problem/ Change
Humanintervention
Request actions
Review actionsEffective
IncidentManagement
ProblemManagement
ChangeManagement
RequestFulfilment
Eventdetection
Close event
Warning
Yes
Yes
Yes
IncidentProblem
Change
NO
Exception
Informational
This slide is based on theEvent Management process
flow from the officialpublication ITIL® ITIL®
Service Operation 2011edition.
Copyright © AXELOS Limited2014. Reproduced under
license from AXELOS
Service Operation Slide 62
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Incident ProcessEvent management Web interface Phone Call Email
Incident identification
Is this really anincident? No
Yes
To request fulfilment(if this is a servicerequest) or service
portfolio management(if this is a change
proposal)Incident logging
Incident categorization
Incident prioritization
Major incidentprocedure
Initial diagnosis
Major incidentYes
No
Yes YesFunctional escalation Functional escalation EscalationNeeded?
Yes NoManagement escalation Hierarchic escalation Investigation anddiagnosis
No
No
Resolutionidentified?
Yes
Resolution and recovery
Incident closure
End
No
Copyright © AXELOS Limited 2014.Reproduced under license from
AXELOS
Service Operation Slide 67
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Incident
Incident
Incident
IncidentIncident
ProblemKnown
Error
found
RFC
ProblemKnown
ErrorRFC
Incident – Problem – Known Error - Change
Incident Management
Fighting Symptoms
ProblemManagement
ChangeManagement
Finding & movingunderlying cause
Implementingthe Change
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Service Operation Slide 72
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
S e rv ic e D e s k
E v e n tM a n a g e m e n t
In c id e n tM a n a g e m e n t
P ro a c t iv eP ro b le m
M a n a g e m e n t
S u p p lie r o rc o n tra c to r
P ro b le m d e te c tio n
P ro b le m L o g g in g
P ro b le mc a ta g o riza t io n
P ro b le m P r io r it iza t io n
P ro b le m in v e st ig a t io na n d d ia g n o s is
W o rk a ro u n dn e e d e d ?
R a ise k n o w n e rro rre c o rd if re q u ire d
C h a n g e n e e d e d ?
P ro b le m re so lu tio n
R e so lv e d ?
P ro b le m c lo su re
K n o w n e rro rd a ta b a s e
R F CY e sC h a n g e
m a n a g e m e n t
Im p le m e n tw o rk a ro u n d
In c id e n tm a n a g e m e n tY e s
C M S
N o
N o
N o
Y e s
Problem Process
This slide is based on theProblem Management process
flow from the official publicationITIL® Service Operation 2011
edition.
Copyright © AXELOS Limited2014. Reproduced under license
from AXELOS
Service Operation Slide 74
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Proactive – Problem Management
Targeting preventiveaction
Majorproblem reviews Trend analysis
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Service Operation Slide 75
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
C h a n g e re q u e s t
S e rv ic e re q u e s t
H u m a n re s o u rc e sre q u e s t
A p p lic a t io n s c r ip to r re q u e s t
R e c e iv e re q u e st
V e rif ic a tio n
V a lid u se r?
V a lid re q u e st
R e q u e sta c c e ss
P ro v id e r ig h ts
L o g a n d tra c ka c c e ss
In c id e n t?
E n d
In c id e n tm a n a g e m e n t
S e c u rity m a n a g e m e n tin fo rm a tio n sy sy e m
Y e s
N o
R e m o v ea c c e ss
C h e c k a n d m o n ito rid e n tity s ta tu s
R e m o v e o rre str ic t r ig h ts
N o N o
Y e s N o
N o
Access Process
This slide is based on theAccess Management process
flow from the officialpublication ITIL® Service
Operation 2011 edition.
Copyright © AXELOS Limited2014. Reproduced under
license from AXELOS
Service Operation Slide 80
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Service desk
RFC
Web Interface
Phone call
Receive request
Is this really aservice request
Request logging andvalidation
Validrequest?
Requestcategorization
Requestauthorization
Authorizedrequest?
Request review
Routerequest?
Request modelexecution
To incidentmanagement (if this isan incident) or serviceportfolio management
(if this is a changeproposal)
No
Yes
Return torequesterNo
Yes
Access management
FinancialManagement
Return torequesterNo
Yes
NoFunctionalescalation
Are any Cisimpacted?
Changemanagement
Yes Requestfulfilled
Return torequester
Request closureYes End
Financial management
Request fulfilment process
This slide is based on theRequest Fulfilment Management
process flow from the officialpublication ITIL® Service
Operation 2011 edition.
Copyright © AXELOS Limited2014. Reproduced under license
from AXELOS
Service Operation Slide 83
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
CSI Approach
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
How do we keep themomentum going?
What is the vision?
Where are we now?
Where do wewant to be?
How do we get there?
Did we get there?
Business vision, mission,goals and objectives
Baselineassessments
Measurabletargets
Service and processimprovements
Measurementsand metrics
Continual Service Improvement Slide 9
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
The PDCA (Deming) Cycle
Continual quality control and consolidationM
atur
ity le
vel
ACT
CHECK
PLAN
DO
PlanDo
Check
Act
Project PlanProject
Audit
New actions
BusinessIT
alignment
Effective qualityimprovement
Consolidation of the level reachedi.e. baseline
Timescale
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
The PDCA (Deming) Cycle Continual Service Improvement Slide 10
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Service Measurement
Main reasons to monitor and measure
1. To validate previous decisions.
2. To direct activities in order to meetset targets. It is the most prevalentreason for monitoring andmeasuring.
3. To justify, with factual evidence orproof, that a course of action isrequired.
4. To intervene when necessaryincluding implementing changes andcorrective actions.
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
To validate
To Justify
To direct
To interview
Your measurement framework
Continual Service Improvement Slide 11
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
7-Step Improvement
Copyright © AXELOS Limited 2014. Reproduced under license from AXELOS
Wisdom Data
InformationKnowledge
1.Identify the strategy forimprovement• Vision• Business need• Strategy• Tactical goals• Operational goals
2. Define what you willmeasure
7. Implement improvement 3. Gather the data• Who? How? When?• Criteria to evaluateintegrity
of data• Operational goals• Service measurement
6. Present and use theinformation
• Assessment summary• Action plans• Etc.
5. Analyse the informationand data
• Trends?• Targets?• Improvements required?
4. Process the data• Frequency?• Format?• Tools and systems?• Accuracy?
CHECK
DOACT
PLAN
Continual Service Improvement Slide 13
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Term DefinitionAlert (Service Operation) A warning that a threshold has been reached, something has
changed, or a Failure has occurred.Asset (Service Strategy) Any Resource or Capability. Assets of a Service Provider
including anything that could contribute to the delivery of a Service.
Availability (Service Design) Ability of a Configuration Item or IT Service to perform its agreedFunction when required. Availability is determined by Reliability, Maintainability,Serviceability, Performance, and Security.
Business case (Service Strategy) Justification for a significant item of expenditure. Includesinformation about Costs, benefits, options, issues, Risks, and possible problems.
Capabilities (Service Strategy) The ability of an Organisation, person, Process, Application,Configuration Item or IT Service to carry out an Activity. Capabilities are intangibleAssets of an Organisation.
Change types Primary 3 types of change – Emergency, Normal and Standard
Configurationitem
(Service Transition) Any Component that needs to be managed in order to deliver anIT Service.
Contract A legally binding Agreement between two or more parties.
Terms and Definitions
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Terms and DefinitionsTerm DefinitionDML (Service Transition) One or more locations in which the definitive and approved
versions of all software Configuration Items are securely stored.Event (Service Operation) A change of state that has significance for the management
of a Configuration Item or IT Service.Governance Ensuring that Policies and Strategy are actually implemented, and that required
Processes are correctly followed. Governance includes defining Roles andresponsibilities, measuring and reporting, and taking actions to resolve any issuesidentified.
Impact (Service Operation) (Service Transition) A measure of the effect of an Incident,Problem or Change on Business Processes.
Incident (Service Operation) An unplanned interruption to an IT Service or reduction in theQuality of an IT Service.
KEDB (Service Operation) A database containing all Known Error Records.
Known Error (Service Operation) A Problem that has a documented Root Cause and aWorkaround.
Maintainability A measure of how quickly and Effectively a Configuration Item or IT Service canbe restored to normal working after a Failure.
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Term DefinitionOLA (Service Design) (Continual Service Improvement) An Agreement between an
IT Service Provider and another part of the same Organisation.Problem (Service Operation) A cause of one or more Incidents.
Release unit (Service Transition) Components of an IT Service that are normally Releasedtogether.
Reliability A measure of how long a Configuration Item or IT Service can perform itsagreed Function without interruption.
Resources (Service Strategy) A generic term that includes IT Infrastructure, people, moneyor anything else that might help to deliver an IT Service.
Risk A possible event that could cause harm or loss, or affect the ability to achieveObjectives. A Risk is measured by the probability of a Threat, the Vulnerability ofthe Asset to that Threat, and the Impact it would have if it occurred.
Serviceability The ability of a Third-Party Supplier to meet the terms of its Contract.
Service Assets Any Capability or Resource of a Service Provider.
Terms and Definitions
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Terms and DefinitionsTerm DefinitionService AcceptanceCriteria (SAC)
(Service Transition) A set of criteria used to ensure that an IT Service meets itsfunctionality and Quality Requirements and that the IT Service Provider is readyto Operate the new IT Service when it has been Deployed.
SKMS (Service Transition) A set of tools and databases that are used to manageknowledge and information. The SKMS includes the Configuration ManagementSystem, as well as other tools and databases.
Service Catalogue (Service Design) A database or structured Document with information about allLive IT Services, including those available for Deployment.
Service DesignPackage
(Service Design) Document(s) defining all aspects of an IT Service and itsRequirements through each stage of its Lifecycle.
Service Portfolio (Service Strategy) The complete set of Services that are managed by a ServiceProvider.
Service Provider (Service Strategy) An Organisation supplying Services to one or more InternalCustomers or External Customers.
Creating a culture of excellence using best practice Copyright © ALC Group Pte Ltd 2014
Terms and DefinitionsTerm DefinitionSLA (Service Design) (Continual Service Improvement) An Agreement between an IT
Service Provider and a Customer.Supplier (Service Strategy) (Service Design) A Third Party responsible for supplying goods
or Services that are required to deliver IT services.Vital BusinessFunction
A Function of a Business Process that is critical to the success of the Business.
Utility (Service Strategy) Functionality offered by a Product or Service to meet aparticular need. Utility is often summarised as ‘what it does’.
Urgency (Service Transition) (Service Design) A measure of how long it will be until anIncident, Problem or Change has a significant Impact on the Business.
Warranty (Service Strategy) A promise or guarantee that a product or Service will meet itsagreed Requirements.
Workaround (Service Operation) Reducing or eliminating the Impact of an Incident or Problemfor which a full Resolution is not yet available.
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