Terminology

1. Terminology • Change • The addition, modification or removal of approved, supported or baselined CIs • Request for Change • Record of details of a change request to any CI • Forward Schedule of Change • Calendar containing details of all changes approved for implementation

2. Benefits • Improved alignment of IT services to business requirements • Increased visibility and communication of changes of both business and service support staff • Improved risk assessment • Increased productivity of users • Reduced adverse impact of changes

3. Itil overview Release Management

4. Goals • Protection of the live environment and its services through the use of formal procedures and checks • Ensure control of the Definitive Media Library and Definitive Storage • Ensure all releases are being rolled out are secure and traceable

5. Responsibilities Development environment Controlled test environment Live environment Release policy Release planning Design and develop or order and purchase Build and configure Fit for purpose testing Release acceptance Roll-out planning Communication preparation, testing Distribution and installation • Release • One or more approved changes Configuration Management System Definitive Media Library

6. Benefits • Improved service quality • Quality assurance of IT components • Reduced illegal, wrong or unauthorized components • Increased use of resources • Improved ability to cope with high levels of change

7. Itil overview Capacity Management

8. Goals • Ensure cost justifiable IT Capacity exists and matched to the current and future identified needs of the business

9. Responsibilities

10. Benefits • Increased efficiency and more economic provision of IT Services • Elimination of panic buying • Deferred expenditure • More confident capacity forecasts • Fewer capacity related incident • Alignment to business needs

11. Itil overview Availability Management

12. Goals • Optimizing IT infrastructure, IT services and IT support’s capability to deliver a cost effective and sustained level of availability that enables and supports business processes • Or in other words: Avoiding unavailability events (incidents) as long as that is required by the customer

13. Availability Reliability Maintainability Resilience Recoverability Serviceability Security Vital Business Function Terminology

14. Benefits • Cost effective design and management of services • Support of service level management • Reduce failure frequency and duration • Meet requirements for high availability • Mindset shift from ‘error correction’ to ‘service enhancement’ • IT is seen as ‘value add’ to the business

15. Itil overview IT Service Continuity Management

16. Goals • Support the overall Business Continuity Management • Ensuring that the required IT technical and service facilities can be recovered within the required, and agreed, business time scales

17. Process (1) Initiation Initiate Continuity MGMT Business Impact Analysis Risk Assessment Requirements and Strategy Business Continuity Strategy Organization and Implementation Planning Implement Stand-by Arrangements Implement Risk reduction Measures Develop Recovery Plans Implementation Development procedures Initial testing

18. Process (2) Ongoing Operations Testing Review and Audit Change Management Education and awareness Training Assurance

19. Benefits • Reduce the number of breaks and disasters that impact services • Reduce the impact of disasters • Increase ability to recover from disasters in a controlled manner • Reduce lost time, providing greater continuity of service to users • Minimal interruption to the business

20. Itil overview Financial Management for IT Services

21. Goals ` • Cost effective management of assets and resources used in providing services • Account fully for spending on services and attribute these cost to services delivered • Assist decisions on IT investment by providing detailed business cases for changes to services

22. Responsibilities Invoices IT operational plan Budgeting Predicting and controlling the spending of money within the organization Accounting Enables the IT organization to account fully for the way money is spent Business IT requirements Charging Required to bill customers for the services supplied to them Feedback on charges from business Financial targets Costing models Charging policies

23. Benefits • Accurate information for investment decisions • Sufficient funding for required service • Decisions based on cost-effectiveness • Ability to justify IT expenditure • Understand costs of not taking advantage of opportunities of change • Recover costs

24. ITIL Overview Service Level Management

25. Goals • To maintain and improve IT service quality • Have a constant cycle of agreeing, monitoring and reporting on IT service achievements • Instigate actions to eradicate poor service

26. Responsibilities Plan the Process Planning Implementation Implementing Process Catalog Services Agree SLA Review UC&OLA Draft Negotiate Review SLAs UCs & OLAs Review SLM Process Report Review Monitor Periodic Reviews Ongoing Process

27. Agreements Customer Service Level Agreement IT Organization Operational Level Agreement Underpinning Contract External Providers (Suppliers) Internal Providers (Departments)

28. Multi-level Agreements Corporate Customer Service Customer Customer Customer Customer Customer Service Service Service Service Service Service

29. Benefits • Establish a business–like relationship with the business through measurable and realistic service level agreements • Balance service requirements of customers against the costs and complexity of providing those services • Reduce unpredictable demand • Baseline for service improvements for greater customer satisfaction