ITIL - Q&A

IT Service Management

• IT service management needs to address organization, people, process, and technology

ITIL Framework

• IT service management using the ITIL Framework is less important than achieving business objectives

Defining the Customer

• The "customer" is the individual or group that pays for the IT service

Defining the End User

• The "end user" is the person or group utilizing the IT service

IT Service Delivery

• A primary challenge for organizations involves aligning IT service delivery with business needs

Vision

• Vision is a strategic concept that stipulates the company's future direction

Repeatable Processes

• A significant challenge in delivering good IT Service is the absence of repeatable processes, not technology

IT Service Management Definition

• IT Service Management uses people, process, and technology to ensure IT service delivery matches business requirements efficiently and effectively

ITIL Processes

• ITIL processes alone are not sufficient; consistent encouragement and improvement are needed to maintain effectiveness

ITIL Focus

• ITIL focuses on people, organization, & Technology

Core Parts of the IT Infrastructure Library

• Security Management
• ICT Infrastructure Management
• Service Support
• Service Delivery
• Planning to Implement Service Management
• The Business Perspective
• Applications Management
• Software Asset Management

Levels of Thinking in IT Service Management

• IT Service Management involves strategic, operational, and tactical considerations

ITIL Processes

• ITIL processes have overlap and interfaces

ITIL Ownership

• The Office of Government Commerce (OGC) in England owns the ITIL framework since 2001

Examination Agencies

• EXIN and ISEB are examination agencies that provide IT Service Management exams and collaborate to ensure consistent service

itSMF

• The itSMF is a global organization where people talk about IT Service Management

ITIL Foundations

• ITIL Foundations are the first level of education in IT Service Management and is a pre-requisite for advancing further

ITIL Scalability

• ITIL is scalable and applies to both small and large organizations

Major Parts of Any Process

• Goal
• Inputs
• Activities
• Outputs
• Metrics
• Norms

ITIL Implementation

• You do not need to change the way the organization is arranged when you put ITIL processes in place

IT Infrastructure

• Infrastructure includes applications, software, hardware, documentation and agreements

Service Delivery

• Someone in a Service Delivery function should care about making sure all functions are working, not just their area, as it relates to business needs

ITIL Implementation

• Planning is important for ITIL implementation

Definition of ITIL

• ITIL are clear processes; ITIL does not guarantee success, require IT Departments to be re-arranged, or cost reduction and increased customer satisfaction Levels

First Point of Contact for End Users

• Service Desk Function should act as the first point of contact for IT support

Continuous Improvement

• The 4 steps of a continuous improvement life cycle include PLAN, DO, CHECK and ACT in that order

Quality Measurement Framework

• Six Sigma is a quality measurement framework containing a 5 step model

Service Delivery Processes

• Processes include Availability, Capacity, Financial Management for IT Services, IT Service Continuity and Service Level Management

Service Support Processes

• Service Support processes are the Service Desk, Release, Incident, Problem, Configuration, and Change

Security Management Evolution

• Evolved from Availability Management

Cybersecurity Acronym

• CIA stands for Confidentiality, Integrity, and Availability

Basic Availability Measurement

• A basic method for measuring availability is assessing the proportion of time a unit is available for use within agreed service times

Handling System Intrusions

• When systems get broken into it depends on an organization's business policy

Security Management Components

• Evaluation and audit is a vital part of the security management process

What Is Not an Activity of Security Management

• Meetings are generally never an activity of security management

Internal vs External Security Threats

• Understand the difference between internal and external threats and be able to classify them

Four Areas to Secure in an Organization

• Organizational,
• Procedural,
• Technical, and
• Physical

Understanding Business Requirements

• Service Level Management helps to understand to interpret business requirements through establishing (SLRs) Service Level Requirements.

Components of Service Level Management

• Components include Service Level Requirement, Service Catalogue, and Service Improvement Plan; however, they do not include Service Desk

Customer Value and System Performance

• Technical system performance reports should sometimes be presented customers to provide value and this can depend on if it is determined at the offset in contract or negotiation

Ways to Address Customer Needs in IT Services

• We can understand what the customer's needs are for IT Services by understanding the Service Level Requirements (SLRs)

Measuring IT component control

• Measurements of components can relate and determine the level of overall availability

Agreements & Support Services

• Service level agreements with internal and external suppliers provide the appropriate amount and levels of service

Service Catalog

• A Service catalog articulates to the customer what services are provided from the IT Department

Service catalog information

• Do not include the names of people involved only service descriptions, prices, and function

SLA Service Descriptions

• Fully redundant file server, E-Mail, Ethernet network, SQL Database

Areas To Begin Service Improvement Program

• Include the use of two processes in addition to service level management.
• Problem and capacity management improve service and capacity

Operational Level Agreements

• Serviceability, service requirements, and change management process

Financial Responsibility

• Financial management includes not only charging clients, budgeting, and accoutning but also procurement

Financial Management Purpose

• Financial Management requires sound stewardship, knowing how much we spend and if accountants are happy.

Method of Depreciating Assets

• Straight line method offers deprecation through equal amounts written off

Purchase of IT equipment

• Purchase of blanks cds bought for back are operational expenses.

Direect and Indirect Costs

• Direct costs can be costs such as per call costs or security costs. Indirect costs include PC backup and applications for those tasks

IT Service Charging

• The charging policy determines the customer of IT Services

IT Department Charging

• The charging mechanism where there's non money exchanged via IT is called notional charging.

Financial Management and SLM costing

Financial Management provides costing information to SLM so for catalog use

Pricing of IT Services

• Price includes market, cost, cost-plus, sales, going rate or fixed pricing

Depreciation Method

• Methods includes: Straight line, Reducing balance and by usage. Not by percentage buld up

Charging - Outcomes

• NOT an outcome: Determining depreciation method for assets

Capacity Management Sub Process

• A capacity management sub process is business capacity. This is opposed to financial

Modeling and Application

• Listen to the presentation on Capacity Management. Should have 4 types: Modeling & application sizing

Explain the Goal of Management

• Current and future capacity and performace aspects

Which Would Not Hold Capacity

• Location will not hold Capacity

Data

• The vital business function is the most critical that a particular process delivers.

You've sent a E-mail, What is the VBF

• The speed of response

Name Average Amount

• MTBF is the average time one incident occurs

Average amount of incident Server

• MTBSI is the time in order to get incident

System percent availability

• Percentage for a system of components

Availability Management

• Within manage we can plan availability and then recovery

Is Determined by Looking

• A service is one component's ability.

Area Of Concern

• Services can result the area of concern over external availability; serviceability.

Disaster Recovery

• Should rename plans to IT
• IT service continuity management.
• because there is a better name

Should Be Planned

• Isolate planning

Description of IT Management

• To support business continuity by ensuring that the IT the service provision can all be recovered within required in order to agree timeframe

A Continuty Likecycle

• Which requires initiation, requirements, stategy ,implementation , monitoring ,optional management

Unlimited Budget

• Should you decide set aside, be build with the organization in what should you do?

Type of Arrangement

• Immediate, intemediate, gradual, reciptocal, manuaml work arriund

Analysis Is A Key To

• When doing a risk one needs to look at therats and vulns

The folllowing statements holds true.

• Continue management must Business continuity
• More expensive system
• Org can do nothing.

Not A process of Service Support

• Service Desk is one process.

Important Statements

• 2 levels, and Service levels. the process important has to in

Capacity Management

• Utilization is a Capacity management for the data processing.