ITIL 4 Foundation Course Technical Management Practices PDF 2022-2023

ITIL® 4 Foundation Course Technical Management Practices Astana IT University Information Technology Management Madina Tulemissova 2022-2023 Release management Service level Mgt Capacity & performance Mgt Availability Mgt...

ITIL® 4 Foundation Course Technical Management Practices Astana IT University Information Technology Management Madina Tulemissova 2022-2023 Release management Service level Mgt Capacity & performance Mgt Availability Mgt Purpose: to make new and changed services and Service continuity Mgt IT asset Mgt features available for use. Service configuration Mgt Change Enablement Release: a version of a service or other configuration Release Mgt Monitoring & event Mgt item, or a collection of configuration items, that is made Service desk Service request Mgt available for use. Incident Mgt Problem Mgt may comprise many different infrastructure and application Business analysis components that work together to deliver new or changed functionality Service catalogue Mgt Service design may also include documentation, training (for users or IT Validation and testing Eng Imp 1 Pln staff), updated processes or tools, or any other components that are required. 1 2 SVC Del Des 2 3 Obt 2 2 Release management Service level Mgt Capacity & performance Mgt Releases can range in size from the very small, involving just one minor changed feature, to the very large, Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt involving many components that deliver a completely Change Enablement Release Mgt new service. Monitoring & event Mgt Service desk Activities: arranged in phases of Service request Mgt Incident Mgt Plan Problem Mgt Deploy Business analysis Service catalogue Mgt Review Service design Validation and testing New or changed infrastructure Deploy New or changed Release plan and Review infrastructure release New or changed infrastructure 3 Release management Service level Mgt Capacity & performance Mgt Plan Availability Mgt Service continuity Mgt specify the exact combination of new and changed IT asset Mgt components to be made available, and the timing for their Service configuration Mgt Change Enablement release. Release Mgt Monitoring & event Mgt This should be negotiated and agreed with customers and Service desk other stakeholders. Service request Mgt Incident Mgt Problem Mgt Will also describe the method for each release (physical installation, distribution Business analysis over removable media or a network, etc. Service catalogue Mgt Service design Validation and testing New or changed infrastructure Deploy New or changed Release plan and Review infrastructure release New or changed infrastructure 4 Release management Service level Mgt Capacity & performance Mgt Deploy Availability Mgt Service continuity Mgt Carry out the actions as specified in the plan to install, modify or IT asset Mgt remove services and/or components Service configuration Mgt Change Enablement In some environments, almost all of the release management work Release Mgt takes place before deployment, with plans in place as to exactly Monitoring & event Mgt which components will be deployed in a particular release. The Service desk Service request Mgt deployment (activation) then makes the new functionality Incident Mgt available. Problem Mgt Business analysis New or changed Deploy Release Review infrastructure Service catalogue Mgt Service design Validation and testing New or changed infrastructure Deploy New or changed Release plan and Review infrastructure release New or changed infrastructure 5 Release management Service level Mgt Capacity & performance Mgt Review Availability Mgt Service continuity Mgt A release post-implementation review enables learning and IT asset Mgt Service configuration Mgt improvement, and helps to ensure that customers are Change Enablement satisfied. Release Mgt Monitoring & event Mgt Service desk Service request Mgt This review can link to other practices (continual improvement, Change Incident Mgt Enablement) Problem Mgt Business analysis Service catalogue Mgt Service design Validation and testing New or changed infrastructure Deploy New or changed Release plan and Review infrastructure release New or changed infrastructure 6 Change Enablement Service level Mgt Capacity & performance Mgt Purpose: to maximize the number of successful IT changes by ensuring that Availability Mgt risks have been properly assessed, authorizing changes to proceed, and Service continuity Mgt managing a change schedule. IT asset Mgt Service configuration Mgt Scope: (defined by each organization, but) will typically include all IT Change Enablement infrastructure, applications, documentation, processes, supplier relationships Release Mgt Monitoring & event Mgt and anything else that might directly or indirectly impact a product or service. Service desk Change Enablement must balance the need to make beneficial changes that Service request Mgt Incident Mgt will deliver additional value with the need to protect customers and users Problem Mgt from the adverse effect of changes. Business analysis Service catalogue Mgt All changes should be assessed by people who are able to understand the Service design risks and the expected benefits and then authorized before they are deployed. Validation and testing This assessment, however, should not introduce unnecessary delay. Eng 1 Imp Pln 3 1 SVC Del Des 3 3 Obt 3 7 Change Enablement Service level Mgt Capacity & performance Mgt Change: the addition, modification, or removal of anything that could have a Availability Mgt direct or indirect effect on services. Service continuity Mgt IT asset Mgt Change authority: The person or group who authorizes a change. Service configuration Mgt It is essential that the correct change authority is assigned to each type of change to ensure Change Enablement that Change Enablement is both efficient and effective. In high velocity organizations, it is a Release Mgt common practice to decentralize change approval, making the peer review a top predictor of Monitoring & event Mgt Service desk high performance. Service request Mgt 3 types of change: Incident Mgt Problem Mgt Standard Business analysis Service catalogue Mgt Normal Service design Emergency Validation and testing 8 Change Enablement Service level Mgt Capacity & performance Mgt Standard changes Availability Mgt These are low-risk, pre-authorized changes that are well-understood and fully- Service continuity Mgt IT asset Mgt documented, and can be implemented without needing additional authorization. Service configuration Mgt They are often initiated as service requests, but may also be operational changes. Change Enablement When the procedure for a standard change is created or modified there should be Release Mgt Monitoring & event Mgt a full risk assessment and authorization as for any other change. Service desk This risk assessment does not need to be repeated each time the standard change Service request Mgt is implemented, only if there is a modification to the way it is carried out. Incident Mgt Problem Mgt Business analysis Service catalogue Mgt Service design Validation and testing 9 Change Enablement Service level Mgt Capacity & performance Mgt Normal changes Availability Mgt These are changes that need to be scheduled, assessed and authorized following a Service continuity Mgt IT asset Mgt standard process. Service configuration Mgt Change models, based on the type of change, determine the roles for assessment Change Enablement and authorization. Release Mgt Monitoring & event Mgt Some normal changes are low-risk, and the change authority for these is usually Service desk someone who can make rapid decisions, often using automation to speed up the Service request Mgt change. Incident Mgt Problem Mgt Other normal changes are very major and the change authority could be as high as Business analysis the board of management (or equivalent). Service catalogue Mgt Service design Initiation of a normal change is triggered by the creation of a change request. This Validation and testing may be created manually, but organizations that have an automated pipeline for continuous integration and continuous deployment (CI/CD) often automate most steps of the Change Enablement process. 10 Change Enablement Service level Mgt Capacity & performance Mgt Emergency changes Availability Mgt These are changes that must be implemented as soon as possible, for example, to Service continuity Mgt IT asset Mgt resolve an incident or implement a security patch. Service configuration Mgt Emergency changes are not typically included in a change schedule, and the Change Enablement process for assessment and authorization is expedited to ensure they can be Release Mgt Monitoring & event Mgt implemented quickly. Service desk As far as possible, emergency changes should be subject to the same testing, Service request Mgt assessment and authorization as normal changes, but it may be acceptable to Incident Mgt Problem Mgt defer some documentation until after the change has been implemented, and Business analysis sometimes it will be necessary to implement the change with less testing due to Service catalogue Mgt time constraints. Service design Validation and testing There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved. 11 Technical management practices Deployment Mgt These are drawn from IT management and are more Infrastructure & specifically about IT components rather than overall platform Mgt Software services development & Mgt Foundation syllabus requires knowledge of: Deployment Management However, some information about the other practices is included, in case you are interested in one or more specific practices and how they relate to other (versions of) frameworks Eng 3 The ‘heat map’ for each practice is also shown for interest (bottom left for each one), but is not Imp Pln 2 3 SVC Del 2 Des 2 required for the Foundation syllabus Obt 2 12 Deployment management Deployment Mgt Purpose: to move new or changed hardware, software, Infrastructure & documentation, processes, or any other component to platform Mgt Software live environments. It may also be involved in deploying development & Mgt components to other environments for testing or staging. Deployment management works closely with release management and change enablement, but is a separate practice. In some organizations the term ‘provisioning’ is used to describe the deployment of Eng infrastructure, and deployment is only used to mean software deployment, but in this case the term 0 Imp Pln 1 0 SVC deployment is used to mean both. Del Des 0 3 Obt 3 13 Deployment management Deployment Mgt Categories of releases typically include: Infrastructure & platform Mgt Major releases. To qualify as a major release, it should contain Software new hardware or software. More often than not, a major release development & Mgt equates to introducing completely new functionality. Think v1.0 and v2.0-level releases — they’re major milestones. Minor releases make significant improvements to existing functionality, often packaging together a number of fixes — and are often numbered v1.1, v1.2, v1.3 etc. Emergency releases are exactly what they sound like. Something bad needs attention ASAP, so you’re releasing a temporary fix — and probably numbering the release something like 1.1.1, v1.1.2, v1.1.3, etc. 14 Deployment management Deployment Mgt Many organizations use a combination of approaches Infrastructure & platform Mgt Big bang deployment Software development & Mgt New or changed components deployed to all targets at the same time - sometimes needed when dependencies prevent the simultaneous use of both old and new components. Phased deployment New or changed components are deployed to just part of the production environment at a time - this is repeated as many times as needed until the deployment is complete. Push deployment Components are integrated, tested and deployed when they are needed, providing frequent opportunities for customer feedback loops. Pull deployment New or changed software made available in a controlled repository; users download software to client devices when they choose at their own will - enables users to control the timing of updates, and can be integrated with other methods 15 Deployment management Deployment Mgt The objectives of Deployment Management are: Infrastructure & platform Mgt To create, test, verify, and deploy release packages Software To manage organization and stakeholder change development & Mgt To ensure that new or changed services are capable of delivering the agreed utility and warranty To record and manage deviations, risks, and issues related to the new or changed service and take necessary corrective action To ensure there is knowledge transfer to enable customers and users to optimize use of services that support their business activities 16 Infrastructure & platform management Deployment Mgt Purpose: to oversee the infrastructure and platforms Infrastructure & used by an organization. When carried out properly, this platform Mgt Software practice enables the monitoring of technology solutions development & Mgt available to the organization, including the technology of external service providers. The infrastructure and platform management practice include the provision of technology needed to support activities that create value for the organization and its stakeholders. Eng The infrastructure and platform management interfaces with Imp 1 Pln other management practices like financial management, supplier management, capacity and performance 1 2 SVC Del 3 Des 3 management, change control, incident management, Obt 3 deployment management etc. 17 Infrastructure & platform management Deployment Mgt IT infrastructure is the system of hardware, software, facilities, and service components that support the delivery of business systems and IT-enabled processes. Infrastructure & platform Mgt Software development & Mgt What belongs to IT infrastructure? The IT Infrastructure which involves server, network, storage, middleware, operating systems, that are required for delivering the IT services and the configuration items used by customer to access the services. Modern IT environment comprises of many suppliers supplied services and components like cloud services ex. platform as a service, software as a service, infrastructure as a service etc. Further this would also involve technologies such as artificial intelligence, machine learning, chatbots, enterprise mobility, mobile device management etc., which stress on managing those for the success of services. 18 Infrastructure & platform management Deployment Mgt What’s not included in IT infrastructure? Infrastructure & Application development which is usually supported by platform Mgt application developers or a DevOps or Agile function. Database analysis and reporting, including Business Intelligence Software development & Mgt and Big Data, which has its own set of professionals. User devices, such as desktops, laptops, terminals, scanners, tablets, phones, etc. These items are usually managed by a service desk/help desk or another IT department. People, processes, and documentation are not traditionally considered part of IT infrastructure, even though they may play significant parts in managing that infrastructure 19 Infrastructure & platform management Deployment Mgt Who manages IT Infrastructure? Infrastructure & IT Infrastructure Managers require a specific set of skills. These platform Mgt skillsets must be understood by any technicians, project managers, Software development & Mgt or higher-level staff (such as directors and CIOs) responsible for the infrastructure: The technicians must understand how to deploy and set up infrastructure components. The project manager needs to understand and direct infrastructure changes. The higher-level staff must understand the architecture, budgeting, specifications, and strategic purpose of each infrastructure function. 20 Infrastructure & platform management Deployment Mgt Infrastructure software vs business application software Infrastructure & Beware: Do not confuse infrastructure software with business platform Mgt application software. Infrastructure software is generally anything that enables IT Software development & Mgt processes. Business application software is generally anything that enables business processes. 21 Infrastructure & platform management Deployment Mgt INFRASTRUCTURE SOFTWARE BUSINESS APPLICATION SOFTWARE Infrastructure & Server operating systems, ERP systems platform Mgt including Windows, Linux, AIX, Visual Basic programming Software development & Mgt IBM i, HP-UX, etc. Web site and mobile application All Microsoft configuration programming software (i.e., Windows AD, Business intelligence SCCM, SCOM, etc.) Java programming FTP server software Internet of things (IoT) Monitoring software programming Java Development Kits Timekeeping software Email servers Backup software Job scheduling software 22 Infrastructure & platform management Deployment Mgt Cloud service Infrastructure & models: platform Mgt Software development & Mgt Software as a Service (SaaS) The consumer can use applications running in cloud infrastructure without having to control or even manage underlying cloud infrastructure. Platform as a Service (PaaS) The consumer can deploy onto cloud acquired applications created using programming languages, services, libraries and/or tools supported by the supplier without having to control or even manage underlying cloud infrastructure. They have control over deployed applications and sometimes the configuration settings for application and hosting environment. Infrastructure as a Service (IaaS) The consumer can get processing, storage and/or any other computing resources, without having to control the underlying infrastructure. 23 Software as a Service (SaaS) Deployment Mgt Infrastructure & platform Mgt Software development & Mgt 24 Software as a Service (SaaS) Deployment Mgt Software as a Service, also known as cloud application services, represents the most commonly utilized option for businesses in the cloud market. SaaS utilizes the internet to deliver applications, Infrastructure & platform Mgt Software development & Mgt which are managed by a third-party vendor, to its users. A majority of SaaS applications run directly through your web browser, which means they do not require any downloads or installations on the client side. SaaS Delivery. Due to its web delivery model, SaaS eliminates the need to have IT staff download and install applications on each individual computer. With SaaS, vendors manage all potential technical issues, such as data, middleware, servers, and storage, resulting in streamlined maintenance and support for the business. 25 Software as a Service (SaaS) Deployment Mgt SaaS Advantages. SaaS provides numerous advantages to employees and companies by greatly reducing the time and money spent on tedious tasks such as installing, managing, and upgrading software. Infrastructure & platform Mgt Software development & Mgt This frees up plenty of time for technical staff to spend on more pressing matters and issues within the organization. SaaS Characteristics. There are a few ways to help you determine when SaaS is being utilized: Managed from a central location Hosted on a remote server Accessible over the internet Users not responsible for hardware or software updates 26 Software as a Service (SaaS) Deployment Mgt When to Use SaaS. SaaS may be the most beneficial option in several situations, including: Infrastructure & platform Mgt Startups or small companies that need to launch ecommerce Software development & Mgt quickly and don’t have time for server issues or software Short-term projects that require quick, easy, and affordable collaboration Applications that aren’t needed too often, such as tax software Applications that need both web and mobile access 27 Software as a Service (SaaS) Deployment Mgt Infrastructure & platform Mgt Software development & Mgt 28 Software as a Service (SaaS) Deployment Mgt Infrastructure & platform Mgt Software development & Mgt 29 Platform as a Service (PaaS) Deployment Mgt Infrastructure & platform Mgt Software development & Mgt 30 Platform as a Service (PaaS) Deployment Mgt Cloud platform services, also known as Platform as a Service (PaaS), provide cloud components to certain software while being used mainly for applications. PaaS delivers a framework for Infrastructure & platform Mgt Software development & Mgt developers that they can build upon and use to create customized applications. All servers, storage, and networking can be managed by the enterprise or a third-party provider while the developers can maintain management of the applications. 31 Platform as a Service (PaaS) Deployment Mgt PaaS Delivery. The delivery model of PaaS is similar to SaaS, except instead of delivering the software over the internet, PaaS provides a platform for software creation. This platform is Infrastructure & platform Mgt Software development & Mgt delivered via the web, giving developers the freedom to concentrate on building the software without having to worry about operating systems, software updates, storage, or infrastructure. PaaS allows businesses to design and create applications that are built into the PaaS with special software components. These applications, sometimes called middleware, are scalable and highly available as they take on certain cloud characteristics. 32 Platform as a Service (PaaS) Deployment Mgt PaaS Advantages. No matter the size of your company, using PaaS offers numerous advantages, including: Infrastructure & platform Mgt Simple, cost-effective development and deployment of apps Scalable Software development & Mgt Highly available Developers can customize apps without the headache of maintaining the software Significant reduction in the amount of coding needed Automation of business policy Easy migration to the hybrid model 33 Platform as a Service (PaaS) Deployment Mgt PaaS Characteristics. PaaS has many characteristics that define it as a cloud service, including: Infrastructure & platform Mgt Builds on virtualization technology, so resources can easily be Software development & Mgt scaled up or down as your business changes Provides a variety of services to assist with the development, testing, and deployment of apps Accessible to numerous users via the same development application Integrates web services and databases 34 Platform as a Service (PaaS) Deployment Mgt When to Use PaaS. Utilizing PaaS is beneficial, sometimes even necessary, in several situations. For example, PaaS can streamline workflows when multiple developers are working on the same Infrastructure & platform Mgt Software development & Mgt development project. If other vendors must be included, PaaS can provide great speed and flexibility to the entire process. PaaS is particularly beneficial if you need to create customized applications. This cloud service also can greatly reduce costs and it can simplify some challenges that come up if you are rapidly developing or deploying an app. 35 Platform as a Service (PaaS) Deployment Mgt Infrastructure & platform Mgt Software development & Mgt 36 Infrastructure as a Service (IaaS) Deployment Mgt Infrastructure & platform Mgt Software development & Mgt 37 Infrastructure as a Service (IaaS) Deployment Mgt Cloud infrastructure services, known as Infrastructure as a Service (IaaS), are made of highly scalable and automated compute resources. IaaS is fully self-service for accessing and monitoring Infrastructure & platform Mgt Software development & Mgt computers, networking, storage, and other services. IaaS allows businesses to purchase resources on-demand and as-needed instead of having to buy hardware outright. 38 Infrastructure as a Service (IaaS) Deployment Mgt IaaS Delivery. IaaS delivers cloud computing infrastructure, including servers, network, operating systems, and storage, Infrastructure & platform Mgt through virtualization technology. These cloud servers are Software typically provided to the organization through a dashboard or an development & Mgt API, giving IaaS clients complete control over the entire infrastructure. IaaS provides the same technologies and capabilities as a traditional data center without having to physically maintain or manage all of it. IaaS clients can still access their servers and storage directly, but it is all outsourced through a “virtual data center” in the cloud. As opposed to SaaS or PaaS, IaaS clients are responsible for managing aspects such as applications, runtime, OSes, middleware, and data. However, providers of the IaaS manage the servers, hard drives, networking, virtualization, and storage. Some providers even offer more services beyond the virtualization layer, such as databases or message queuing. 39 Infrastructure as a Service (IaaS) Deployment Mgt IaaS Advantages. IaaS offers many advantages, including: Infrastructure & The most flexible cloud computing model platform Mgt Easy to automate deployment of storage, networking, servers, and processing power Software development & Mgt Hardware purchases can be based on consumption Clients retain complete control of their infrastructure Resources can be purchased as-needed Highly scalable 40 Infrastructure as a Service (IaaS) Deployment Mgt IaaS Characteristics. Characteristics that define IaaS include: Infrastructure & Resources are available as a service platform Mgt Cost varies depending on consumption Software development & Mgt Services are highly scalable Multiple users on a single piece of hardware Organization retain complete control of the infrastructure Dynamic and flexible 41 Infrastructure as a Service (IaaS) Deployment Mgt When to Use IaaS. Just as with SaaS and PaaS, there are specific situations when IaaS is most advantageous. Infrastructure & platform Mgt Startups and small companies may prefer IaaS to avoid spending Software development & Mgt time and money on purchasing and creating hardware and software. Larger companies may prefer to retain complete control over their applications and infrastructure, but they want to purchase only what they actually consume or need. Companies experiencing rapid growth like the scalability of IaaS, and they can change out specific hardware and software easily as their needs evolve. Anytime you are unsure of a new application’s demands, IaaS offers plenty of flexibility and scalability. 42 Infrastructure as a Service (IaaS) Deployment Mgt Infrastructure & platform Mgt Software development & Mgt 43 Software development & management Deployment Mgt Purpose: to ensure that applications meet internal and Infrastructure & external stakeholder needs, in terms of functionality, platform Mgt Software reliability, maintainability, compliance and auditability. development & Mgt ‘software’: anything from a single program (or suite of programs), to larger constructs (such as an operating system, an operating environment, or a database), on which various smaller application programs, processes, or workflows can run. Therefore the term includes, but is not limited to, desktop applications, or mobile apps, embedded Eng 0 software (controlling machines and devices), and websites. Imp Pln 2 1 SVC Del Des 3 2 Obt 3 44 Software development & management Deployment Mgt solution Infrastructure & platform Mgt architecture version control, Software solution design development & Mgt sharing, and (user interface, CX, ongoing service design, management of etc.) blocks of code. Activities: package creation, for the effective software and efficient development deployment software testing management of (unit; integration; code repositories regression; to maintain information integrity of security; user artefacts acceptance) 45 Software development & management Deployment Mgt Software components can be continuously evaluated Infrastructure & platform Mgt using a lifecycle that tracks the component from Software ideation through to ongoing improvement, and development & Mgt eventually retirement. 46 Technical management practices - summary and revision list Deployment Mgt The purpose of the following ITIL practice: Infrastructure & platform Mgt Deployment Management Software Infrastructure & Platform Management development & Mgt Software Development & Management 47  ITIL 4 Summary Progress iteratively Focus on Value Start where you are Opportunity Guiding with feedback /demand Principles Collaborate and Think & work Keep it simple & Establish Optimize & automate promote visibility holistically practical value Value Partners Governance Four Org. & Info & Evaluate Direct Monitor streams & & Dimensions People tech processes suppliers Who? Outcomes Plan supported Value vs. Chain Engage Obtain/Build Design & Transition Deliver & Support Why? Outcomes Improve affected What? Relationship Information Continual Architecture Supplier mgt Risks mgt security mgt Improvement mgt removed Practices Knowledge mgt Measurement & Organizational Portfolio mgt Project mgt reporting change vs. -General Where? Risk mgt Service financial Strategy mgt Workforce & talent Risks mgt mgt imposed SERVICE LEVEL Capacity & Service Availability mgt IT asset mgt When? MGT performance continuity mgt Costs -Service Service config. Change Monitoring & removed Release mgt SERVICE DESK mgt Enablement event mgt vs. How SERVICE INCIDENT MGT PROBLEM MGT Business Service Costs REQUEST MGT analysis catalogue mgt often? imposed Validation & Service design testing -Technical Deployment mgt Infrastructure & platform mgt Software development & mgt 48