ITIL Practices Overview - Week 11

Course Information

• Course name: Information Technology Service Management (ITSM)
• Course code: INFO8725
• Week: 11
• Focus: ITIL practices

Agenda

• Covering the purpose and key terms of ITIL practices
• Detailing the 7 Foundation ITIL Practices and their role in the value chain

Recap from Last Class

• No specific details provided in the document

Incident/Problem/Risk Management

• Incident: Minimizes the impact of incidents by quickly restoring normal service operation.
• Problem: Reduces the likelihood and impact of incidents by identifying potential causes and managing workarounds.
• Risk: Identifying, analyzing, and responding to risk factors throughout a project and its goals.

Availability Management

• Focuses on how often a service fails and how quickly it recovers.
• Often uses Mean Time Between Failure (MTBF) and Mean Time to Restore Service (MTRS).
• Appropriate availability levels are designed into each service.

Availability Management Activities

• Negotiating availability targets
• Designing infrastructure and applications for agreed levels
• Collecting service and component data to measure availability
• Analyzing and reporting on availability data
• Planning improvements to availability

Business Analysis

• Business Analysis practice: Analyze a business element, define its needs, recommend solutions, solve problems, and facilitate stakeholder value creation.
• PDCA Cycle: Plan, Do, Check, Act; a method for implementing changes (plan, test, measure, adjust).

Business Analysis Activities

• Analyzing business systems, processes, services, architectures
• Identifying and prioritizing improvements to services
• Identifying opportunities for innovation
• Evaluating and proposing actions for improvement
• Documenting business requirements
• Recommending solutions and validating with stakeholders

Capacity and Performance Management (CPM)

• Capacity: Ensuring services meet agreed performance levels and effectively addressing future demands.
• Performance: Measuring what's achieved or delivered by a system, person, team, practice, or service.

CPM Service Performance

• Describes the number of service actions within a time frame and the time to fulfil a service action.
• Relies on service capacity, which is the maximum throughput of a service or its component.

CPM Activities

• Monitoring current performance and service modelling
• Capacity planning (requirements analysis, demand forecasting, resource planning, performance improvements).

Class Activity

• FoxFirst Consulting is tasked with capacity planning for a client doubling in size.
• Students need to identify needs and requirements for capacity planning.
• Considerations for this process need to be outlined.

IT Asset Management

• Plans and manages the entire lifecycle of IT assets.
• Aims to maximize value, control costs, and manage risks.
• Covers decision-making, purchase, reuse, retirement, and asset disposal.
• Addresses regulatory and contractual needs.

IT Asset Management Activities

• Defining, populating, and maintaining the asset register.
• Providing storage facilities for assets.
• Controlling asset lifecycles.
• Providing reports and data about assets as required.
• Performing asset audits as needed (data for external exams).

Monitoring and Event Management

• Manages events through their lifecycle; preventing negative impacts.
• Monitors services and components, detecting significant changes.
• Classifies events (informational, warning, exception), initiating appropriate actions (do nothing, monitor further, escalate to incidents).

Monitoring and Event Management: Classification

• Informational: No action needed; used for analysis.
• Warning: Action is needed to avoid negative impact.
• Exception: Action is required; likely negative business impact.

Service Configuration Management

• Ensures accurate and reliable information on service configuration is available.
• Collects and manages information on Configuration Items (CI): hardware, software, networks, buildings, people, suppliers, documentation.

Service Continuity Management

• Maintains availability and performance during disasters.
• Safeguards stakeholder and organizational interests.
• Supports Business Continuity Management (BCM).
• Resumes IT services after a crisis, outside normal procedures like incidents.

Optimize and Automate

• Optimizing activities to be effective and useful, before automation.
• Automation – using technology to perform tasks with minimal human intervention.

Optimize and Automate Activities

• Understand and agree on context for optimization.
• Assess current state.
• Define future state, prioritizing simplification and value.
• Ensure stakeholder engagement and commitment.
• Execute improvements iteratively.
• Continuously monitor optimization impact.

ITIL 4 "Big Picture Reminder"

• Focuses on the interconnectedness of ITIL 4 concepts like the service value system

Assigned and DUE

• Weekly discussion forum postings.

Explore the fundamental ITIL practices crucial for effective Information Technology Service Management. This quiz covers key terms, the purpose of ITIL, and the 7 Foundation ITIL Practices that play vital roles in the value chain. Test your understanding of incident, problem, and risk management, as well as availability management.