Wednesday, February 27, 2019

Foundation Certification †My Short Notes Essay

A team or group of the great unwashed and the tools they use to carry out virtuoso or more growthes or activities. Functions provide units of presidential term trustworthy for ad hoc outcomes. Functions be logic broad(a)ly in every(prenominal)y obscure from each other. explanation put to workA set of coordinated activities cave in and implementing resources and capabilities in order to produce an outcome and provide nurture to guests or stakeholders. Process has following attri only ifes. Trigger, Activity, Dependency & SequenceProcess should be mensuralProcess should produce specific outputProcess should meet customer expectationDefinition Process OwnerThe person/role responsible for ensuring that the bear on is fit for the desired part and is account fit for the outputs of that process. Definition gain OwnerThe person/role accountable for the manner of speaking of a specific IT swear out. They atomic number 18 responsible for continual procession and mana gement of diverseness change gains under their c be. The helping owner is a primary stakeholder in altogether of the underlying IT processes that enable or support the profit they own. Definition divine attend toA means of delivering value to customers by facilitating outcomes customers want to earn without the monomania of specific costs or risks. Definition RACI ModelR Responsibility (at least 1R per activity who is doing the actual work) A Accountability (1 A per activity)C ConsultI Inform avail StrategyThe purpose is to define the opinion, position, plans, and patterns that a service supplier accepts to be able to feed to meet an organizations line of products outcomes * Perspective Defines the organizations view of itself, generally communicated through the organizations fantasy and direction. * Positions Defines the distinctiveness of the organization in comparison to its competitive market and as identified through the minds of its customers. * Plans T he preoutlined details for supporting and enhancing the organizations perspective and positions, usually identifying a potential future state for the organization and a strategic response to the state and level of investment ask. * Patterns Defines the conditions and carry throughs that must be consistently in place and repeatable to achieve the objectives of the organization patterns countenance the organization to predict the future. expediency strategy defines the role of run and service provider in achieving the personal line of credit objectives of the organization through management of IT. measure to CustomerTo enable a service provider to create value for a customer, a systematic approach has to be adopted. For ITIL, this approach is determine service utility and service warranty. emolument Warranty (Fit for use) + operate receipts (Fit for propose) = answer Value Service utility and service warranty argon present for every service provided to a customer. One cannot exist without the other. By describing both Service Utility and Service Warranty, it enables the provider to clearly leaven the value of the service, differentiate themselves from the competition, and, when necessary, attach a meaningful price distinguish that has relevance to the customer and associated market space.Service Package = Enabling function + Core Services + Enhancing Services Definition Service AssetA Service Asset is any resource or capability employ in the provision of services Definition avocation CaseThe argumentation case is a detailed analysis of the benefits and impact of the business action in meeting the business objective and disrupting the delivery of other IT services. Attributes Introduction, Methods & Assumptions, line of descent Impact, Risk Service Strategy Processes accept counsel & Strategy direction for IT Services are out of scope for ITIL Foundation exam. 1. Financial focusing* Responsible for securing the necessary fund to provide the service to the customer. * nurse residue between cost of service and quality of the service * Maintain end between supply and demand* Activities* Budgeting* IT Accounting* Chargeback* Service Valuation* Outputs* Service Valuation* Service Investment Analysis* Compliance (Align with rules & regulations)* Cost optimization* Support for BIA2. Service Portfolio care* Track services end-to-end in all service lifecycle* Link services to their business objectives/value* Ensure all other management processes are working to get expected business outcomes * Includes Service Pipeline, Service Catalog & Retired Service Catalog * Content Description, Requirements/ crinkle Cases, Value, Options, Price, Risk, Priority Investment Categories and Budget AllocationsPhases/Activities of service portfolio management3. business organisation birth perplexity* Maintain relationship between customer and service provider and understand customer impoverishments * Ensure high level of customer ecst asy* Understand service packages and service level packages Service designBenefits of Service spirit* Reduction in total cost of ownership (TCO)* better quality of service* Improved consistency of service* Easier execution of sunrise(prenominal) or changed services* Improved service queuement* Improved service performance* Improved IT governance* Improved specialty of service management and IT processes * Improved culture and decision-making* Improved alignment with customer set and strategiesThe Four Perspectives (Attributes) of ITSM* Partners/providers* People* Product/ engineering science* ProcessesMajor Aspects of Service Design* Service solutions for new or changed services* The management information systems and tools, particularly the service portfolio * The technology architectures and management architectures * The processes required* The measurement methods and metricsService Design Package (SDP)The contents of the service design package plant four major(ip) sect ions with several subtileer, but equally important, sub-sections. The four major sections are Requirements Service Design Organizational readiness assessment Service Lifecycle PlanService Design Processes1. Design Coordination* Single transmit of coordination and comprise for all activities & processes in Service Design stage * Individual organizations mold whether they need Design Coordination process or not. Only major changes pull up stakes require this process * Activities2. Service Level concern* Focus on Service Warranty (performance, availability, and security) * The establishment, monitoring, and improvements in service levels and their achievement * Communication to Customers & Business managers on Service Levels. Will not conflict with Business family relationship precaution process since this will only focus on Service Warranty * Manage, Negotiate & Document SLR & SLA* Develop & surveil OLA* Review UC for ensure they are align with SLA* Influence improvement wit hin imbibe* Monitor service performance against SLA* Three types of SLA structures. Service found, Customer Based & Multi Level/Hierarchical (Corporate, Customer & Service based agreements)3. Supplier focusing* UC (Underpinning Contracts) SCMIS (Suppliers & Contracts heed instruction System) * Activities* Definition of new supplier and contract requirements * military rating of new suppliers and contracts* Supplier and contract categorization and maintenance of the * SCMIS* Establishment of new suppliers and contracts* Supplier, contract, and performance management* Contract renewal or termination* Supplier Categorization* Supplier caution process activities are span crosswise all states except Service Strategy4. Service Catalog attention* Include live service are services available for deployment (Customer-facing service and supportive services) * Service Catalog is a large part of the Service Portfolio. However, while the portfolio is foc utilise on tracking the business r equirements and the investments on a service, the Service Catalog is focuse on the service solution and its delivery to the business * Service Catalog includes Business Service Catalog & practiced Service Catalog * Top Down approach is used when delimitate service catalog. (Business - Technical) 5. power focusing* Maintain balance between Resources/Capabilities Vs Demand * Business Capacity Management & Service Capacity Management * Sub-Process of energy management* Business* Service* Components* Activities* Performance Monitoring* Demand Management Short term reactive activity* Application Sizing fresh or Changed service* Modeling Predict future behaviors* Tuning* Capacity Planning* Capacity Management Information System6. Availability Management* Ensure that the level of availability delivered to all IT services matches the agreed need for availability or defined service level targets * Includes Reactive Activities (Monitoring, Incidents) & proactive Activities (Planning , Design)* Measurements* Mean Time Between Failures (MTBF) or Uptime* Mean Time to specify Service (MTRS) or Downtime* Mean Time Between System Incidents (MTBSI)7. IT Service Continuity Management* Known as disaster recover readiness* Produce and maintain IT Service Continuity plan to support Business Continuity Plan * Business Impact Analysis (Quantify the loss) Risk judicial decision ( report possible failure points) are considered when implementing strategy * current activities to make hoi polloi aware about the recovery plan. Trainings, Reviews 8. Information aegis Management* Information security is a critical part of the warranty of a service * Ensuring that the agreed business needs regarding the confidentiality, virtue, and availability of the organizations assets information, entropy, and IT services are matched * Develop and maintain information security policy align with business security requirements * Security test schedules and plans.* Information Security Mana gement Perspectives* Organizational* Procedural* Physical* Technical* Framework for Managing Information Security* Plan* Implement* Control* Evaluate* MaintainService enactmentService Transition Processes1. Transition Planning and Support* Ensure right attention is given to the overall planning for service transits and to coordinate the resources required to implement the new or changed service * Provide clear and wide plans that enable customer and business change projects to align their activities with the service transition plans * The scope of transition planning and support concentrates on the resources, schedules, and budgets required to scarper the IT service * To standardize methods and procedures used for efficient and prompt handling of all changes * A transition strategy will be constructed to define how all transitions will be managed within the organization based on the type and size of transitions expected in the environment 2. familiarity Management* Maintain a S ervice Knowledge Management System (SKMS) that provides controlled access to knowledge, information, and data that is distract for each audience * DIKW Data-Information-Knowledge-Wisdom structure* Database to capture Data, Information and Knowledge but not Wisdom * Components of SKMS3. Service Asset and Configuration Management* Ensure that assets under the control of the IT organization are identified, controlled, and properly cared for throughout their lifecycle * Identify, control, record, report, audit, and verify services and other configuration items (CIs), including versions, baselines, constituent components, their attributes, and relationships * Manage pad life cycle of CI* Activities* Planning Strategy, Policy, Objectives, CMDB Design * Identification What CI to be enter & their relationships * Control* Status Accounting* Verification & scrutinize4. Change Management* Ensure that all changes to configuration items are recorded in the configuration management system * Optimize overall business risk. It isoften correct to minimize business risk, but sometimes it is appropriate to knowingly accept a risk because of the potential benefit. * Types of changes* Normal Changes admit to go through all steps of change management process * Standard Changes Pre approved changes. Should be possible via service request. No need of RFC * Emergency Change* go* The RFC is logged.* An initial review is performed (to filter RFCs).* The RFCs are assessed and may require involvement of CAB or ECAB. * Authorization of change builds and test by the Change Manager * Coordination of the build and test, e.g., work orders are issued for the * micturate of the change (carried out by other groups)* Change Management authorizes deployment.* Change Management coordinates the deployment (with multiple checkpoints). * The change is reviewed (Post Implementation Review). * The change is closed.5. secrete and Deployment Management* Planning, scheduling, and controlling pra ctices applied to the build, test, and deployment of releases * Define and agree Release and Deployment Management plans with customers and stakeholders * Four phases of release deployment management* Release & Deployment Planning* Release Build & Test* Deployment* Review & CloseService outgrowthResponsible for the current management of the technology that is used to deliver and support the services. Service performance accepts the new, modified, retiring, or retired services fromService Transition, once the test and acceptance criteria have been met.FunctionsUnique to Service Operations is the introduction of functions. While a defined function does have responsibilities in all stages of the Service Lifecycle, the majority of activities they performed are completed within the scope of Service operations. 1. Service Desk* Single point of contact between the services being provided and the users. A typical Service Desk will manage happenings and service requests as well as inter course with the users. Thus, the Service Desk staff will execute the Incident Management and postulation Fulfillment processes with the intent to restore normal-state service operation to users as promptly as possible * Minimize service outage day to day soil* Make sure that agreed services only provide to those who definitive * Structures* Local* Central* Virtual* Follow the Sun* Activities* Logging all request, prioritization, categorization and first level of investigation * Keep user cognizant about incident & outage* Customer satisfaction survey2. Technical Management* Custodian of technical knowledge and expertise related to managing the IT Infrastructure. It provides detailed technical skills and resources necessitate to support the ongoing operation of the IT Infrastructure. * Plays an important role in providing the actual resources to support the IT Service Management lifecycle. It ensures that resources are effectively accomplished and deployed to design, build, an d transition, operate, and improve the technology to deliver and support IT Services.3. IT Operations Management* Ongoing management and maintenance of an organizations ITinfrastructure. IT operations is the set of activities used in the day-to-day running of the IT infrastructure to deliver IT services at agreed levels to meet stated business objectives.IT Operation Control * IT Operation Control* Job Scheduling, Backup, Restore and Monitoring* Facilities Management* Data Centers, recovery Sites, Computer Rooms4. Application Management* Application Management covers the entire ongoing lifecycle of an application, including requirements, design, build, deploy, operate, and optimize.Service Operation Processes1. Event Management* Detecting Event, concord Event, Determining Appropriate Control Action * Three Types of events* Informational* Warning* exception* Populate SKMS with event information and history2. Incident Management* An unknowledgeable interruption to an IT service or reduction in the quality of an IT service, or a failure of a CI that has not yet squeeze an IT service * The purpose of Incident Management is not to prevent an incident, but to reduce its impact by restoring normal service operation as quickly as possible * Ensure that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management, and reporting of incidents * Incident Models Steps and procedures that should be used to manage previously seen and documented incidents * Steps* Order of Steps* Responsibilities Who should do what* Time scale/Threshold* Escalation Procedures* Any necessary prove/prevention actions* Activities* Identification* Logging All incidents regardless of source of that incident * Categorization* Prioritization* Impact + Urgency = Priority* Initial Diagnosis* Escalation* structural* Hierarchical* Investigation and Diagnosis* Resolution* Closure3. Problem Management* Concentrate on diagnosing the ro ot cause of incidents and on find out the resolution to those problems. * Defines a problem as the underlying cause of one or more incidents4. Request Fulfillment* Form of changes that are small in nature, low risk, and low cost in its execution, and are oftentimes performed * Activities* Menu Selection* Financial plaudit Optional* Other Approval Optional* Fulfillment* Closure5. Access Management* Effectively execute the policies in Information Security Management, enabling the organization to manage the confidentiality, availability, and integrity of the organizations data and intellectual property.Continual Service Improvements* CSI is unendingly seeking ways to improve service effectiveness, process effectiveness, and cost effectiveness * Review, analyze, prioritize, and make recommendations on improvement opportunities in each lifecycle stage * periodically conducting internal audits verifying employee and process compliance * Periodically conducting customer satisfaction surveys* Continual Service Improvement Approach* CSI Register* Part of SKMS. And animation track of all improvements opportunities. * Anyone should be able to access and submit improvement points to CSI Register * IT Governance has three main areas* Enterprise, Corporate, IT Governance* Types of Metrics* Technology Performance, Availability* Process KPI,* Service* Tension Metrics Resources, Features, Time inventoryThe Deming Cycle* Plan Design or revise business process components to improve results * Do Implement the plan and measure its performance* revert Assess the measurements and report the results to decision makers * Act Decide on changes needed to improve the processSeven Steps Improvement Process1. Identify Strategy for Improvements2. Define What You Will Measure3. Gather Data4. Process Data5. Analyze the information & data6. Present and use the information7. Implement Improvement

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