ITIL: IT Infrastructure Library Flashcard resources for learning about ITIL

1. Note: the information in these slides was compiled from the FOX IT ITIL student workbook as well as the itSMF pocket guide. These slides are intended to be used only in conjunction with the class or those who posses both books. These slide should not be copied elsewhere or sold. ITIL: IT Infrastructure LibraryFlashcard resources for learning about ITIL Service Management Definitions Web Links Acronyms Review Day 1 Review GOALSResponsibilities This icon comes back here

2. ITIL Web References Mark’s little ITIL portal OGC ITIL Homepage IT Service Management Forum ITIL Exam Options by EXIN Information Systems Examination Board Fox IT ITIL resources

3. Service Management Service Delivery Service Support

4. Service Delivery Tactical Relevance Service Level Management Financial Management for IT Services Availability Management Capacity Management IT Service Continuity Management

5. Service Level Management A means to an end. A mechanism for management of a relationship between the Customer and Provider for mutual benefits. Owner: SLM Manager Goal: To maintain and gradually improve business aligned IT service quality, through a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service. All targets should be capable of being measured and monitored Inputs: Business requirements, description of deliverables, service hours, response times, responsibilities, critical business periods and exceptions, costs Actions: Monitor and review actual levels of service against SLA targets. Proactively improve all service levels within cost constraints. Service Delivery

6. Service Level Management A means to an end. A mechanism for management of a relationship between the Customer and Provider for mutual benefits. Outputs: SIP, SLA, Service Catalog, acceptance, business transformation, better understanding of Customer’s business processes and drivers, accountability of provider Roles: Customer, Provider (internal or external service department), SLM manager Responsibilities: negotiate and review SLA’s and ensure internal underpinning OLA’s and external support contracts are adequate with the customer. Work on a SIP Service Delivery

7. Financial Management Budgeting, IT Accounting, & Charging Owner: Financial Manager Goal: Provide Cost effective stewardship of the IT assets… Inputs: Business and IS Plans, Financial Targets, Cost Model, historical information, (Availability, Capacity and ITSCM), monitoring, SLR’s Actions: Which methods to use. Budget , accounting , chargeback's Outputs: adj budget, var reports, recommendations, BUDGET Roles: customer, Fin mgr Responsibilities: show value. Responsible for accounting for the costs and returns on IT Service Investments (IT Portfolio management), and for any aspects of recovering costs from the customer (charging) Service Delivery

8. Availability Management Designed, implemented, measured and managed Owner: Availability Manager Goal: To meet the availability requirements of the business and to reduce the number of and total downtime caused by availability incidents. Inputs: business availability requirements, business impact assessment for each VBF, incident and problem records, configuration and monitoring data, service achievements against agreed SLA. Actions: Determine availability requirements from business. Monitor availability and reliability. Availability targets. Review changes for potential impact on current service availability levels. Acquire additional hardware for hot-spares if cost justified. CFIA, FTA, CCTA, ITAMM, SOA, TOP Service Delivery

9. Availability Management Designed, implemented, measured and managed Outputs: AMDB (Availability Management Database). Availability Plan. Improve availability by putting in place cost effective measures which reduce the interruptions and amount of time loss to services cased by availability incidents. New SLA targets. Continuous SIP’s. Roles: Availability Manager Responsibilities: Design in Security Requirements as defined in overall IT Security plan (tactically and operationally) Service Delivery

10. Availability Management Designed, implemented, measured and managed Examples of bidirectional interfaces with other Service Management Disciplines Service Delivery

11. Capacity Management Owner: Capacity Manager Goal: Need to understand business requirements, organizations operations, and the IT infrastructure and ensure that all current and future Capacity and performance aspects of the business requirements are provided cost effectively Inputs: Business Requirements, Technology SLA/SLR, FSC, Financial Plans, Budgets, IT Plans/Strategy, Incidents/Problems Actions: Monitoring, Analysis, Tuning, Implementation Outputs: Capacity Plan, CDB, baselines, thresholds/alarms, SLA/SLR recommendations, costing/charging recommendations, SIPs Roles: Capacity Manager, technology specialists. Responsibilities: Ensuring that there is adequate IT Capacity to meet required levels of Service and for ensuring that IT management is correctly advised on how to match Capacity on Demand, and to ensure that use of Capacity is optimized Advise the SLM process about appropriate service level or service level options Service Delivery

12. Capacity Management Sub Processes • Business Capacity Management: Ensure future Business Requirements are considered, planned and implemented • Service Capacity Management: Responsible for ensuring the performance of all services, as detailed in the SLAs and SLRs, is monitored and measured, and that the collected data is recorded, analyzed and reported. Manage demand for services. • Resource Capacity Management: Responsible for ensuring that all of the components (hardware and software) within the IT infrastructure that have finite capacity are monitored and measured and that the collected data is recorded, analyzed and reported. Service Delivery

13. IT Service Continuity Management Owner: ITSCM Manager Goal: To ensure that the required IT technical and services facilities (including computer systems, networks, applications, telecommunications, technical support and Service Desk) can be recovered within required and agreed business timescales Inputs: Business priorities, Business Impact Analysis, IT dependencies, threats & vulnerabilities Actions: Risk assessment, testing, Risk reduction measures, implement stand-by arrangements, initial testing Outputs: Contingencies, plans, testing Roles: BCM sponsor and steering committee, ITSCM Mgt and leaders, Business Recovery Team and Leaders, Responsibilities: ITSCM recovery options must be understood, choose appropriate solution, Identify roles and responsibilities, get endorsement from upper mgt, align plans with BCM and review regularly Service Delivery

14. IT Service Continuity Management Business Impact Analysis Risk Assessment Business Continuity Strategy Implement Stand-by Arrangements Develop Recovery Plans Implement Risk Reduction Measures Develop Procedures Initial Testing Change Management Review & Audit Testing Training Education & Awareness Assurance The Business Continuity Lifecycle Initiate BCM Stage 1 Initiation Stage 2 Requirements and Strategy Stage 3 Implementation Stage 4 Operational Management Service Delivery

15. IT Service Continuity Management Real world examples of why you need to do this • London Stock Exchange 2000 • New Zealand Power Crisis • DDOS Considerations • Other Natural Disaster Costs Service Delivery

16. Service Support Operational Relevance Service Desk (Function) Incident Management Problem Management Configuration Management Change Management Release Management

17. Service Desk (function) Goal: To be a single point of contact between the customer and service. Facilitate the restoration of IT Services with minimal business impact. Inputs: Business objectives, size of organization Actions: Record, track incidents. Assess and route the call to the correct group. Keep users informed or service events, actions and opportunities Outputs: incident control for Incident Management Responsibilities: Incident Management process. The SD owns the incident until resolved.

18. Incident Management Own: Incident Manager Goal: Restore Service, minimize impact Inputs: Symptoms, KE’s, SLA Actions: Record, classify, investigate, diagnose, escalate Outputs: resolution, updates, reports, incident becomes a problem, metrics Roles: Service Desk Responsibilities: to make sure every incident logged, resolve as soon as possible Service Support

19. Problem Management Owner: Problem Manager Goal: to minimize the adverse impact of Incidents and Problems on the Business that are caused by errors within the IT Infrastructure. And to prevent the recurrence of incidents related to those errors. Seeks the “Root Cause” of Incidents. Inputs: …incident details from Incident Management, configuration details from the CMDB, any defined workarounds (from incident management) Actions: Improve or correct “root cause” of problems, identify trends, error/problem control, advice on work-arounds, targeting preventative actions Outputs:KE’s, RFC, updated problem record, closed problem record, response from incident matching Problem or KE Roles: Problem Manager, Problem Support Responsibilities: Identify Problems, investigate problems, Develop/maintain problem control process, monitor progress, review efficiency/effectiveness of process, identify trends, prevent replication of problems to multiple systems Service Support

20. Problem Management • Problem Investigation and Diagnosis Techniques • Ishikawa • Kepner and Tregoe • Kepner Trogoe Consulting • Brainstorm • Flowchart Service Support

21. Configuration Management • Goal: provide a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the versions of Configuration Items (CI) in existence. • Account for all of the IT Assets • Provide accurate information on configurations and their documentation to support all the other Service Management Processes • Provide a Sound basis for Incident, Problem, Change, and Release Management • Verify configuration records against the infrastructure and correct and exceptions • Inputs: Business Requirements, incidents, • Activities: Planning, Identification, Control, Status Accounting, Verification and Audit • Outputs: Reports, updates, kpi’s • Roles: Configuration Manager, Configuration Management Team, Asset manager, Librarian (sw and documentation), • Responsibilities: processing RFC’s Service Support

22. Change Management Goal: to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change related incidents upon service quality, and consequently to improve the day-to-day operations of the organization Inputs: RFC’s, CMDB, FSC, Activities: filter changes, manage changes, review and close RFC’s, management reporting Outputs: Change and Configuration Management Plan (C&CM), FSC, RFC, CAB minutes and actions, reports Roles: Change Manager, CAB, Responsibilities: Authorizes all changes to the cmdb. Ensures changes are assessed, developed, tested, implemented and reviewed Service Support

23. Change Management Relationship with Capacity, Configuration and Release Management Change Management Assesses Impact Change Management Authorizes Change Release Management Controls release of new version of software or hardware if required to implement change Capacity Management Assesses impact on Business & IT Performance Configuration Management Identifies areas impacted Configuration Management Updates Records Service Support

24. Release Management Owner: Release Manager Goal: Plan and Oversee rollout of Hardware and Software Inputs: Business needs, RFC’s, Actions: Plan, Design, Build, Communicate, configuration, Testing, Scheduling Outputs: updates to CMDB, documentation Roles: Release manager Responsibilities: Plan, design, build, test, implement roll out Consider both technical and non-technical aspects of release.. Service Support

25. CAB/EC CCTA CDB CFIA CI CIA CMDB CRAMM CSF CSS CTI DHS DSL EFQM EXIN FSC FTA ISO ITAMM ITSCM ItSMF IVR Acronyms Hyperlinksmove your mouse over the acronym for tool tips!Click on the link for its definitionor just click through the presentation ACD BCM BIA BSI CAB KE KPI MTBF MTTR OGC OLA PIR PRINCE PSA RFC ROCE ROI SCI SIP SLA SLM SLR SOA SPOC SPOF TCO TOP TOR TQM

26. ACD • Automatic Call Distribution • a telephone facility that handles incoming calls and manages them based on a database of handling instructions. • Examples • Concerto, Aspect, Amcat, Pronexus, Oaisys

27. BCM • Business Continuity Management • A six step lifecycle • Initiation • Business Impact Analysis • Risk Assessment (CRAMM) • Business Continuity Strategy • Implementation • Operational IT Service Continuity Management

28. BIA • Business Impact Analysis • Focuses on the business needs of IT Services • Identifies the minimum requirements of each service to meet the critical business needs IT Service Continuity Management

29. BSI • British Standards Institution

30. CAB • Change Advisory Board • A group of people who can give expert advice to the change management team on the implementation of Changes • Likely to be made up of internal and external representatives from all areas within IT and representatives from business people • Review all submitted RFC’s. Attend all CAB or CAB/EC meetings, provide advice on Change Management on aspects of proposed urgent changes • Should have stated and agreed assessment criteria. This will assist in the the Change Management process, acting as a template or framework by which members can assess each change

31. CAB/EC • Change Advisory Board/Emergency Committee • When there is not time to convene the full CAB in emergencies use this group ..smaller • Should represent both technical and business interests

32. CCTA • Central Computer and Telecommunications Agency • Now know as OGC (Office of Government Commerce)

33. CDB • Capacity Database

34. CFIA • Component Failure Impact Analysis • Means of determining components which are a single point of failure and services with high vulnerability to them • A matrix is constructed with CI’s making up the services as the rows and service names as columns Availability Management

35. CI • Configuration Item • May include Hardware, Software or documentation • Examples include: • Services, Servers, environments, equipment, network components, desktops, mobile units, applications, licenses, telecommunication services and facilities • Includes identifiers for versions and their configuration documents • Other records and data associated with CI’s include Incidents, Known Errors (KE) and Problems, and corporate data about employees, suppliers, locations, business units, and procedures

36. CIA • Confidentiality, Integrity, and Availability Measuring Availability

37. CMDB • Configuration Management Database • Typically stored in a searchable database • Holds relationship of all components, including incidents, KE’s, Changes, and Releases. • Contains information about Incidents, KE’s and Problems, and corporate data about employees, suppliers, locations and business units. • Can contain details about users, staff and business units • May also include inventory details such as supplier, cost, purchase date and renewal date for a license.

38. CRAMM • CCTA Risk Analysis and Management Method • Risk Analysis • Identification of risks to IT components and assessment of the level of risk. Assess threats • Risk Management • Identification, selection and adoption of countermeasures justified by the identified risks Availability Management

39. CSF • Critical Success Factor

40. CSS • Customer Satisfaction Survey

41. CTI • Computer Telephony Integration • enables organizations to make calls directly from databases or popular contact management packages (e.g. Goldmine and ACT!) and automatically pull up customer records relating to an incoming call. The productivity and customer service benefits are considerable. • The classic CTI application is 'screen popping' which uses CLI (Calling Line Identity) - potentially - to identify callers and display their records on-screen before a call is answered, thereby improving the speed with which each call is handled.

42. DHS • Definitive Hardware Store • Replacement hardware of a known build is held in stock • All equipment must be recorded in the CMDB

43. DSL • Definitive Software Library • Contains master copies of an organizations’ physical assets • Also contains license agreements and activation keys • Before placing, check digital signatures, perform virus checks, verify legality, p.o.’s etc. • All items in DSL must be registered in the CMDB

44. EFQM • European Foundation for Quality Management

45. EXIN • Examination Institute for Information Sciences

46. FSC • Forward Schedule of Change • Contains details of all the Changes approved for implantation and their proposed implementation dates • Should be agreed with relevant customers within the business, with Service Level Management, with the Service Desk and with Availability Management • Once agreed, the Service Desk should communicate any planned downtime to the users

47. FTA • Fault Tree Analysis • Used to determine the chain of events that caused a disruption of IT services • Advantages • Can be used for availability calculations • Operations can be performed on the resulting tree • example Availability Management

48. ISO • International Standards Organization • website

49. ITAMM • IT Availability Metrics Model • Aids in setting up what reports and metrics are required for availability reporting • Three main aspects • Scope - what is affected • Frequency – how often does it occur • Duration – how long does each occurrence last • Reporting can cover: • Vital Business Function, Application Services, Data, Key Components, Platform • RFC 1857 Availability Management

50. ITIL Information Technology Infrastructure Library