ITIL v2 Foundation essentials

ITIL history
– A set of Best Practices
– ITIL framework of processes
– Standard vocabulary
• IT challenges
• The support problem
• Processes and procedures
• IT Service Management objectives
• Quality and the Deming cycle

Configuration Management
• Goal
– Infrastructure information
– Close Control the Infrastructure
• Responsibilities
– Plan, Identify, Control, Status Accounting, Verification & Audit
– Configuration item
– Categories, Attributes, Relationships, Status, History, Unique, Ref. No.
– CMDB: Scope and Detail
– Baseline
Configuration Management supports all other processes and it is more than assets register

Service Desk
• Goal
– SPOC
– Facilitate Service Restoration
– Deliver support to meet Service Level Agreements (business goals)
– Support Changes, generate reports, communicate and promote Services
• Responsibilities
– Receive, record and track calls
– Escalation and referral
• Incident lifecycle Management
• Types and structures of Service Desk
Always remember:
Service Desk is a function not a process
Incident Management
• Goals
– Restore service ASAP whilst minimizing impact
– Ensure to meet Service Level Agreements
• Responsibilities
– Incident detection, recording
– Classification, initial support
– Investigation, diagnosis
– Resolution and recovery. Incident closure
– Incident Control
– Incident Ownership, monitor, track & communication
• Incident Lifecycle Management
• Classification – Priority, Category and Incident Matching

Problem Management
• Goals
– Reduce to minimum impact of Incidents and Problems
– Prevent Incidents recurrence
– Improved use of resources
• Responsibilities
– Problem Control
– Error Control
– Assist with Major Incidents
– Proactive Prevention
– Management Information
– Complete Major Problem Reviews
• Reactive to Proactive
– Stop problems from Occurring / Recurring

Change Management
• Goals
– Approve changes with an acceptable level of risk and cost
• Responsibilities
– Manage the process: accept, filter and record RFCs; assess impact, cost,
benefit and risk; justification and approval; manage and coordinate
implementation; chair CAB and CAB/EC; monitoring and reporting; review and
closure
• CAB and CAB/EC
– Membership
– Advisory role
– Assess impact, urgency and resources
– Urgent changes
• Urgency/Priority/Impact
 Process always ends with a change review (PIR – Post Implementation Review)

Release Management
• Goal
– Plan, oversee rollout of releases; design & implement, distribution &
installation procedures; ensure sw and hw changes are traceable, work closely
with configuration and Change Management
• Responsibilities
– DSL and DHS; release plans and policies, build release, testing, acceptance,
sign off, manage release, distribute and install sw and hw, audits,
communication and training
• Releases and version control
• Release Management – Operational; Change Management – Control; Configuration
Management - Administration

Service Level Management

• Goals
– Improve service quality
– Measurable service levels
– Balance between customer demand and services capabilities
• Responsibilities
– CRM - Customer Relationship Manager
– Service Catalogue
– Service Level Requirements; Negotiate, prepare & monitor agreements,
Service Level Agreements (SLA), Operational Level Agreements (OLA) and
Underpinning Contracts (UC)
– Service Improvement/Quality plans (SIP)
• Minimum requirements for an agreement
– Period, service description, availability, response times, signature

Capacity Management
• Goals
– Right amount, right time, efficiently and cost effectively
• Sub-Processes
– Business Capacity Management
– Service Capacity Management
– Resources Capacity Management
• Activities
– Demand Management
– Performance Management
– Capacity Planning
– Capacity Database
 – Sizing
– Monitoring

Availability Management
• Goals
– Plan and Manage availability
– Guarantee CIs are supported by internal or external contracts
– Propose changes to prevent loss of service
• Responsibilities
– Predict and design availability and security
– Availability Plan
– Monitor availability levels in order to meet Service Level Agreements (SLAs)
and Operational Agreements (OLAs)
• Assessing RISK – CRAMM
• Availability calculation
– MTBSI
– MTTR
– MTBF

IT Service Continuity Management

• Support business services in case of disaster
• Part of Service Planning & Design
• The IT Service Continuity Plan
– Controlled guidance to fast and controlled recovery
– Restrict access
– Contents (Admin, Infrastructure, People, Return to normal)
– Options (Cold, Warm & Hot Standby)
– Regular testing
• Roles and Responsibilities

Financial Management for IT Services

• Budgeting & IT Accounting
– Know and understand costs
– Need to manage changes with low level of risk
– Cost units
– Cost types
• Charging
– Determine IT charges to SLA
– Influence customer behaviour
• Considerations
– Cost estimation, planning, budgeting and decision making are done with
minimized risk
Security Management
• Security Consideration
• CIA – Confidentiality, Integrity, Accessibly