ITILv3FoundationStudyNotes

*********
ReadMe

Hithere,

Ifyourereadingthis,youvestumbleduponthebeststudynotesyoullfindforITILv3.I
wrotethesenotes,andbystudyingfromthem,Iscored90%(Igot4wrongoutof40on
theexam).Stillnotconvincedthatthesenotesareawesome!?

Hereshowtousethenotes:

1. Orderinwhichyoushouldreviewthestudymaterials:

a. ExamTips
b. Overview(amappingoftheProcesses/Subprocesses/Functions)
c. Module1
d. Module2
e. Module3SS(ServiceStrategy)
f. Module3ST(ServiceTransition)
g. Module3SD(ServiceDesign)
h. Module3SO(ServiceOperation)
i. Module3CSI(ContinualServiceImprovement)
j. Overview(amappingoftheProcesses/Subprocesses/Functions)

2. Thefirstpageofeverynotecontainsalistofconstructs(processes/functions/
etc.)thatmaybetestedon.Ifyoucangothroughthefirstpageofevery
documentandanswer/define/understandtheconstructswithoutlookingatthe
answerslistedonthesubsequentpages,yourereadytomoveontothenext
document.

3. Whilethesenotesareclosetoacompletestudyguide,keepinmindthatgetting
answerswrongonthepracticetestsisaninvaluableexercisewhichwillhelpyou
determinetheconstructsyoustillneedtofigureout.Forexample,IthoughtI
knewwhataworkaroundwas,butIhadtogetitwrongonthepracticeexam
tofigureoutIneededtounderstand/memorizeITILsdefinition.

Bestofluck!Andhey,ifyouneedhelp,donthesitatetocontactus(info@bwyze.com)
regardlessofwhetheryouretakingthecoursethroughus.Wellhelp!

Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails

ITILv3FoundationStudyNotes
*********
ExamTips

Hithere,

Ifyourereadingthis,thenyouregoingtotaketheITILv3FoundationExamsoon.Here
aresomekeypointstokeepinmind:

1. Memorizeyourdefinitions.Thequestionsontheexamwillprovide2outof4
answersthatmakesenseandareverysimilarwhenreferringtoaterm,andsoifyou
donthavethetermmemorized,youllbestuck.Trustus;15questionsontheexam
willbejustlikethis.

2. Understandingtheinterrelationships,jurisdictions,andsubtledifferencesbetween
theterms,processes,subprocesses&functionsisjustasimportantas
understandingtheconstructsthemselves.Forexample:

WhatisthedifferencebetweenAvailability&CapacityManagement?

HowdoesOperationalControldifferfromTechnicalManagement?

Whatisthedifferencebetweenaworkaroundandaresolutioninthe
contextofIncidentManagement?

WhatsintheServiceCataloguecomparedtotheServicePipelinecompared
totheServicePortfolio?

WhatsaRolloutcomparedtoaDeployment?

Anyoftheroles!WhatdoesanAssetManagerdocomparedtoa
ConfigurationManager?ServiceOwnervs.ProcessOwner?

Eventvs.Alertvs.Incident?

3. Whenmemorizingdefinitions,youcangetstuckintheweeds.Knowingtheoverall
structureofITILv3willhelpyouorganizetheinformationinyourmindandhelp
resolvejurisdictionquestions(i.e.whodoeswhat?).Socreateanoutlinelikethis
(wevestarteditoffforyou):

ServiceStrategy
1.1. ServicePortfolio
2.1. DemandManagement
3.1. FinancialManagement

ServiceDesign
1.1. ChangeManagement
2.1. etc.

Bestofluck!Andhey,ifyouneedhelp,donthesitatetocontactus(info@bwyze.com)
regardlessofwhetheryouretakingthecoursethroughus.Wellhelp!

Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails

ITILv3Overview

1. ServiceStrategy
1.1. ServicePortfolio
1.2. DemandManagement
1.3. FinancialManagement
2. ServiceDesign
2.1. ServiceCatalogueManagement
2.2. ServiceLevelManagement
2.3. AvailabilityManagement
2.4. CapacityManagement
2.5. ITServiceContinuityManagement
2.6. SupplierManagement
3. ServiceTransition
3.1. ChangeManagement
3.2. Release&DeploymentManagement
3.3. ServiceAsset&ConfigurationManagement
4. ServiceOperation
4.1. Functions

ServiceDesk

TechnicalManagement

ApplicationManagement

ITOperations
4.2. Processes

EventManagement

IncidentManagement

RequestFulfillment

AccessManagement

ProblemManagement
5. CSI

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Module1:IntroducingITILv3

Overview&Objectives

1. Module1IntroducingITIL
1.1. ITSMdef
1.2. ITIL
Provides(3)
Doesntinclude(1)
Objectives(3)
1.3. Bestv.GoodPractice
1.4. ServiceMgmtvision
Visionmeans
Purposeofvisionstatement
1.5. ITILCorelifecycle(5)
1.6. Resourcesvs.capabilities
1.7. Functionsv.Process
1.8. ProcessOwnerv.ServiceOwner
1.9. AuthorityMatrix
Howithelps
RACImodel
1.10. Technologytools(5)

MODULE1:INTRODUCINGITILV3

Submodule
Overview&Objectives

Term

Definition/Point
AprocesscenteredapproachtodeliveryITservicesthat
ITSM
meetbusinessneedsaccordingtoperf.Targets.
Provides:
BestpracticesforITSM
Commonlanguage
Drivescontinualimprovement

ITIL
Doesntincludemethodologytoimplement

Objective:
Contributevaluetoorg.byalignmentofIT&business
IncreaseEfficiency(cost/time)
ImproveEffectiveness(meetqualityrequirements)
Focus:
UnderstandingITserviceneeds
Improvingqualityserviceprovisioning
ITILLifecycle
Providingcostjustifiableservicequality
Identifyingroles/responsibilities
UsingKBapproach
IdentifyingKPIs
Best=superioroutcomestonormalpractices
Bestvs.GoodPractice Nowmorewidespread,itilpracticesarestandards;
outcomesexpected;goodpractice
Actlikeabusiness,createvisionwithgoals,budget,
metrics

ServiceMgmtVision VisionWheredowewanttobe

Purposeofvisionstatement
ClarifydirectionofITsupport

HowITILcanhelpadd
value

ITILCoreLifecycle

ITSM

Function,roles,
processes

Processvs.Service
Owner

Motivatepplinrightdirection
Coordinateactionsofppl
OutlinePOVofsr.mgmt
Documenting,negotiating,&solidifyingcustomer/biz
targets
Regularlyassesscustomersperceptionsviafeedback
EnsureITpersonneladapttobusiness
5stages

ServiceStrategyscapproachtoITSM
ServiceDesignoverallbizchangeprocess;scobj
portfolioofservices/assets
ServiceTransitiondevelops/improvescapabilities
fornew/changingITservicesintoops;focuseson
movingfromobjtohowtoachieveit
ServiceOperationdeliver/supportITservicesper
SLAs;effective/efficiencykey
CSI

Providestructurestabilitystrengthtoservicemgmt
capabilitieswithprinciplesmethods&tools
Setoforglcapabilities/resourcestoaddvalueinto
services/goods
Capabilitiesareskillsandrequirerawmaterials;
resourcesaretherm

Requestapprovalticketcreatedappropriateteam
notifiedindividualdoestingstocloseticket;joanowns
ticketandinteractswithjoe/sarahtocloseticket
Fnunitscarryingouttings;containonBOK;provide
structure
Processactivitiestoaccomplishobi;combines
resources/capabilities(p/t)tocreateoutputswhich
createsvalue

Rolesstaffinvolvedinprocess/servicedelivery;key
rolesareProcessOwnervs.ServiceOwner

POHelpdeskMgr;ensuringallactivitiesare
undertaken
POrole:
Definingpsy
Assistinginpdesign
Reviewpstrategy

ServiceOwner

Authoritymatrix

Technologytools

ProcessDefinition

ITIL

Initiation,transition,ongoingmaintenance/supportof
service(fulfillment);ensurescustomersaresatisfied
SOrole:
Spoc
Ensuringdeliverymeetsrequirements
Identifiesopportunitiesforimprovement
Workswithotherowners

Confusing

Clarifiesactivitiestodo.

Responsibilityexecutionofprocess/activiites
Accountableownershipofquality/endresult
Consultedinvolvementthroughinputofknowledge
Informedreceivinginfo.aboutprocess
execution/quality

Only1personisaccountableforanactivitiy;multiple
mayberesponsibility

Accountabilitymustremainwith1personforall
activitiesinaprocess
Workflow
KB
Testing
BI
Discovery

Actionsrequiredbeforeselectingtools
Setofcoorddactivitiescombiningcapabilities&
resourcestoproducevalueaddoutcometo
stakeholder.
Integratedprocessesthroughwhichorgscanmeet
goalswitheff/eff.

Primarycharsofprocesses:
Measurable
Specificresults
Stakeholders
Specificevents
Inputsactivitiesoutput

Ifprocessdefined
Whattodo?Buildcpu

Benefitsofdefined
processesforservices

Service

Expectedresult?Cpuworks
Measuredeliverymeaskyou
Howdooutputsbecomeinputsofanotherprocess?
Integration/alignmentofprocesses
Transparencyofops
Lowercosts/shortercycles
Predictableresults
Demonstratedconfidencetocustomers
Meansofgivingvaluebyallowingoutcomessans
ownership

Enableprovidesemployeewithcomputer;enables
themtowork
Byenablingthemtowork,swandnwaccessare
embedded

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Module2:IntroductiontoITILv3Cont.

ServiceStrategy
1. Purpose
2. 2LevelsofactivityforITSM
3. 3Questions+3otherobjectives
4. Resourcesvs.capabilitiesdefinitions+howtheyreusedbyeachLifecyclestage
5. Utilityvs.Warranty[review]+howrelevantintransition,operation,csi

ServiceDesign
1. Purposedef+consistsof(3)
2. MainGoal(1)+Designingservices(4)+Balancethatmustbestruck
3. HowResources&CapabilitiesusedinSS&SD
4. 5aspectsofSD
5. 4Ps
6. Deliverymodeloptions(7)
7. SDPcontains

ServiceTransition
1. Purpose+feature
2. Orglevelvs.servicelevel
3. Goals(4)
4. Objectives
5. Relevancetores/cap
6. KeyaspectsofSDP(4)
7. ServiceVmodelensures+def

ServiceOperation
1. Primarypurpose+Balancethatmustbestruck
2. 4mainfunctions
3. Internalvsexternalview

MODULE2:Lesson


Overview&Objectives

ServiceStrategy

Term/Theory
Purpose
2levelsofactivityfor
ITSM

Questionsanswered

OtherObjectives

Resourcesvs.
capabilities+
Howtheyfitin
Lifecycle

Utility&Warranty

Definition/Point
EstablishesoverallstrategyforIT

OrglevelsetsdirectionforITviastrategyandobjectivestoachievevision
Servicelevelpolicies/objectivestoensurevaluecreation

Howcreatevalue?
Howtodefinequality?
Howtoefficientlyallocateresourcesacrossservices

Ensureorgcanhandlecost/riskwell
Setexpectationsofperformance
Id/select/prioritizebusinessopportunities

Capabilitiesturnresourcesintogoods/services.

SSmanagesconsumptionofresourcesandcapabilitiesbyservice
SDusesresourcesandcapabilities
Sttestagainstresources/cap
Soallocateresourcesandcap
Csimeasure/assesbothres/cap
Utilityfitforpurpose
- Whatisdelivered
- Whatcustomergets
- Whatgainsperformancecustomergets
- Functionalrequirementsforservice

Warrantyfitforuse(parameters)
Itmustperformwithinstatedparameters

BothU&Waretested/validatedintransition
U&WdeliveredinOperations
CSImeasures/assessesplannedutility&warrantyvs.actualdeliveredinoperations

ServiceDesign

Term/Theory

Definition/Point
Designofnew/changedservicesforintroductiontoproduction
Arch
Processes
Purpose
Documentation

Ensuresfunctional/mgmt/operationalrequirementsareconsidered
BuildforallservicesaSDpackagethatcontainsallaspects

Othergoals:
Designingservices
thatmeetbizobj
withefficiency/effectiveness
Maingoal
security/resilience
measurements/metrics
Balance:
Ensurefunctional&performancetargetsaremet

Strivestoprovidemoreefficiency/effectivenesssolutionsbycoordinatingalldesign
activitiesforITservicestoensureconsistency
SSmanagesconsumptionofr/c
R&C
SDproducesdesignsusingtheallocatedresources/capabilities
DesignusedservicemodelfromstrategytodesignservicesforOP.
Designofsolution(includingfunctionalRequirements,resources,andcapabilities)
mustbeagreedon
DesignofSMsystems/toolsforcontrol/mgmt
5aspectstoSD
Designoftechnologyarch/systemstoprovideservices
Designofmeasurementsystems/metrics

Resultsdrivenapproach
People
Products/techy
4Ps&SD
Processes
Partners/supplies
Modelselectedfordesignisdrivenbymodelselectedfordelivery.

1. Insourcinginternalresourcesforallstages
2. Outsourcingresourcesforallstages
Deliverymodeloptions
3. Cosourcingcomboofin/outforelementsofservicelifecycle
4. Partnership/multisourcingformalarrangementbetween2/moreorgsto
worktogether(akastrategicpartnership)
5. BPOformalarrangementbetween2orgtomanage/hostentirefunction(i.e.
callcentre,payroll)

6. Appserviceprovisioning=formalarr.Withapplicationserviceprovidersfor
sharedcomputerbasedservices(ondemandsw/apps)
7. Knowledgeprocessoutsourcingprovidedomainbasedprocesses/biz
expertiseratherthanjustprocessexpertise;requiredadvancedanalyticaland
specializedskills
Detailsofallaspectsofaservicethroughallstagesoflifecycle;producedkeepingin
mind5aspects,4ps,andDMoptions

PassedfromSDtotransition

Alldetailsforimplementingevaluatingandmaintainingaservice
Includesfunctional/architecturalrequirements
Consultsotherstages

SDP

ServiceTransition

Term/Theory

Input

Goals:

Objectives:

Definition/Point
Transitioningnew/changedITservicestooperation.
Internalservice(movefromwhatsrequired)toconceptofhowitsimplemented

Orglevel
Developscap/resourcestoallowITtotransitiontoreality

Servicelevel
Resources/capabilitiesconvertdsrequirementsintoportfolio

Requiregoodsetofprocessestoimplementinops.

Providescontrol;allowyoutospeedup/slowdown.
Setcustomerexpectationsofperformance/usagetonew/changedservice(SLA)
Enablecustomertointegratereleaseintobizprocesses/services
Reducevariationsinpredicted/actualperformanceoftransitionedservicesby
keepingcustomerinformed
Reduceknownerrors/minimizerisksfromtransitioningnew/changedservicesinto
production
Ensuretheycanbeusedinaccordancewithservicerequirements
Primary:deliveryservicevisioninarelevant,timely,qualityandcosteffective
manner.

Cap/res

KeyaspectsofSDP
requiredbySTteam

ServiceVmodel

Conclusion

ServiceOperation

Tertiary:
Plan/managerestoestablishservice
Ensureminimalimpactonproduction
Increasestakeholdersat
Increaseproperuseofservices
STmusttestagainstres/cap
Applicableservicespackages
Servicespecs/models
Archdesignrequiredtodeliver
Definition/designofeachrelease
Detaileddesignofhowservicecomponentswillbeassembled
Release/deploymentplans

Journeyfromasisrequired.
STensuresalignmentviatestingagainsteachlevelofrequirement.

ServiceVmodel

1. Definerequirements:BizrequirementsofStrategy(inSLP)areevaluated
againstservicereviewcriteriaandtestplans;validatesoriginalbizcase.
2. Defineservicerequirements:Defineservicereq.ofDesign(inSL
RequirementsandSLA);i.e.ensure5kpplcanusesystem
3. Designservicesolution:containedinSDP
4. DesignserviceRelease(inreleasepackage)
5. Designservicesolution(inSDP)testingdone
SDPcompleted

Term/Theory
~
Goal/Obj

Definition/Point
Daytodayworkfortheservice
Primarypurposeisdeliver/supportisservicesatagreedlevelseffectiveness/efficiency,
providingvaluetostakeholder.

Highquality=highcost;balancemustbestruck

Valueof~

Daytodayrealizationofpreviousstageswork.Developscap/resallowingITorgto
deliver/supportservicetocustomer.

Alsoneedstomonitor
Managedpplprocesstechnology
Whereprocesses/activitiesareexecuted/delivered/assessedbycustomers.
4mainfunctions:
ServiceDeskSPOCforuserswhenservicedisruption,servicerequests,orsomeRFCs
Techmgmtdetailedtechskillstosupportongoingoperation(keyroleIn
design/testing/release/improvementofitservices)
OpscontrolresponsibilityfordailyoperationalactivitiestomanageITinfrastructure;
breaksdownintoITopscontrol&ITfacilitiesMgmt
Appmgmtdetailedtechskills/resourcestomanageappsthroughSDLC

Requiredconsistentaccountability/responsibilityviaroledefinition.

Functions

Conflicting
priorities

Balanceconflictingpriorities

InternalvsexternalviewofITopteamsfocusongrowingfunctionalareas;externalviewis
customerperception

ContinualServiceImprovement
1. Primarypurpose
2. Address3things
3. Keyobjective

Term/Theory
~
Purpose

Goal

Keyobjectives

4mainreasonsto
measure

Definition/Point
Providesguidanceinevaluating/improvingthequalityofservicesbymeasuring,
reporting,andimprovingservicemanagementprocesses/services.
Primary:align/realigntochangingbizneedsbyimplementingimprovements.
Lookingforwaystoimprovealignment/effectiveness/efficiency.
Address3areas:
- OverallHealthofITSM
- Alignmentofportfolioofserviceswithbiz
- MaturityofITservices
Review,analyze,makerecommendationsonprocessesineachlifecyclestage&op
services.
Validatepreviousdecisions
Setdirection(mostimportantreasons)
Justifycoursesofactionw/proof
Interveneandprovidecorrectiveactions

Baselinesmustbesetforthefollowing:
Goals/obj
Processmaturity
OplmetricsandKPIs

ITGovernance

Commonterms

Demingcycle

Improvementsoutcomesthatshowmeasurableincrease/decreaseinametric
Benefitsgainsachievedviarealizationofimprovements
ROIdifferencebetweensavingachievedandamountexpendedtorealizesaving
VOIextravaluecreatedbybenefitsincludingnonmonetaryorltoutcomes;
subcomponentisROI
Mgmtphilosophyforest.quality,productivity,andcompetitiveposition.

CSImodel

Planformulategoal/theory,definehowtomeasuresuccessandplan
Doexecuteplan
Checkmonitoroutcomesvsexpectedresultsandlookforlessonslearned
Actintegratelessonslearned,adjusttheory/method,determinewhatmorewe
mustlearn
B.VisionEmbracevisionbyunderstandingbizobj
BaselineassessmentsAssesscurrentsituation(asis);baselineanalysisofcurrent
position.Measurabletargets
Service&ImprovementtargetsUnderstand/agreeonprioritiesbasedonvision
DetailCSIplanbyimplementingITSMprocesses
Measurement&MetricsVerifymetricsareinplacetoseeifmilestonesreached/
processescompliant
Ensuremomentumiscreatedtoensureitkeepsontrucking

ExamReCapServiceStrategy(SS):
IDgoals/objsofSS
Define/explainconceptofres/cap
Define/explainvaluecompositionw/U&W

ExamReCapServiceDesign(SD):

ExamReCapServiceTransition(ST):

ExamReCapServiceOperation(SO):

ExamReCapContinualServiceImprovement(CSI):
Explainthemaingoals/objofCSI

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ITILv3Module3

ServiceStrategy

1. Outline
1.1. Keydecisions(3)

2. ServicePortfolio
2.1. Contains(4)
2.2. Servicecatalogue

Whatitis

Contains(4)
2.3. ServicePipeline
2.4. RetiredServices

3. DemandMgmt
3.1. Responsiblefor1
3.2. Challenge
3.3. ActivitybasedDMgmt
3.4. Analyzes(3)
3.5. KeyObjectives
3.6. Risk

4. FinancialMgmt
4.1. 3mainactivities
4.2. Servicevaluation+goal

WhatsthedifferencebetweenServicePortfolio&ServiceCatalogue?
TheServicePortfolioiscomposedofallservicescommittedtoITcustomerscurrent,
underdevelopmentandfutureaspartofcontinualserviceimprovement.TheService
CatalogueisthatportionoftheServicesPortfoliothatiscurrentlyavailabletoIT
customers,soit'sasubsetofit.

Understandingcustomerdemandforitservicesandprovisioningcapacityaccordingly

SERVICESTRATEGY

Term/Theory
SS

SP

Definition
ServicePortfolio
FinMgmt
DMgmt
EnteredintoSP;actsasbasisofdecisionframework

Keyquestions?
- Whybuyservices?
- Whybuyfromus?
- Pricingmodel?
- Strengths/priorities/risks

Oncegodecisionmade;enteredintoSC.SDarchitectsthe
servicesfortransition.

SC

Bizcase

DMgmt

1componentofsp

Projectionofservicesactual/projectedcapabilities
Itspublishedtocustomers;supportssale/delivery

Includesinformationabout:deliveries,prices,contactpoints,
orderingandrequestprocesses

ServicePipelineinitialstageofnewservices;doclistingall
servicesunderconsideration/dev

Retiredservicesfinalstageinlifecycleofallservices;
repositoryofofferings/lessonslearnedwhendelivering
servicesinthepast;permremovalofITservicesorCIfrom
production
Decisionsupport/planningtool;helpspredictoutcomeof
proposedaction/justifiesinvestment
Uniquepatternsofbizactivitybecomeidentified.

DMgmtisresponsibleforunderstandingcustomerdemandfor
ITandprovisioncapacityaccordingly.

Aimstoensurecapacitywhenrequired.

Challengeofsynchronousproduction/consumption.

ActivitybasedDMgmttiesbizactivityasprimarydemandfor
itservices.PDApatternsofbizactivity

PDAshelpsusdefineoprequirementsandServiceLevel
Packages

SLPadefinitelevelofU&WassociatedwithaSLP

Dmgmtlookingat:
- User
- TopUtilityfeatures
- Warrantyspeed

Risk

FinancialMgmt

FutureeventthatmayadverselyaffectSLAs
ROI,VOI,costbenefitanalysis,costingmodels,ITbudget,user
chargessupportgo/nogoonbizobj.

3mainactivities
- Budgeting
- ITaccounting
- Charging

Otherkeyactivities:
Servicevaluationmeanstoamutualagreementwithbiz
regardingserviceswhatcomponents,actualcost.Keygoals
areproducevalueforservicesthatarefairtobiz+
improvementmgmtofdemand/consumptionviadmodeling
ServiceInvestment&CBAvalueofservices+costsincurred
toprovideservice

Dmodelinganticipatedusagebybizandprovisioning
requirementsfromIT

EncapsulatedwithinSPelementsofthebizcase&risk
assessment

SLPcontainsallworkdonesofar.SDusestocreateSD.


ExamReCap

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ITILv3Module3

ServiceTransitiontoboldlybuild,test,andimplementSDPsintoSO

1. ChangeManagement
iii. Primary
a. Outline
objective*howit
i. Focuseson
comparesto
ii. Primaryfocus
primaryobjective
iii. Wherestrategic
ofchange
andcorrective
b. Concepts
changestake
i. Releasepackage
place
ii. Storageareasfor
b. BasicConcepts
authorizedmedia
i. RFC
andhwspare
ii. CAB,ECAB,
parts
ChangeAuthority
1. DML
iii. Backoutplan
2. DSS
iv. ChangeSchedule
iii. R&DModels
c. 3Typesofchanges*
iv. 4Release
differencebetweenstd
approaches
andnormalchange
c. Roles(3)
d. ChangeModel
d. Terms
e. Changeprocess6
i. Release
f. KPIsofChange(3)
ii. Deployment
g. 7rsofchange1
iii. Rollout

iv. ReleaseUnit

2. Release&Deployment
3. ServiceAssetandConfiguration
Management
Management
a. Outline
a. Outline
i. Fullarchitecture
i. Yep
brokendowninto
ii. Critically
tech/nontech
interdependent
with(2)processes
activities
ii. Responsiblefor
b. DifferencesbetweenSA/
planning
Cmgmt
scheduling
c. CMDB;criticalaspect
controlling
thereof
releasefromtest
d. CI
production
e. CMS
f. Configurationbaseline
g. SKMSsupportedbydata
1
raise,reason,return,risk,resources,
inCMSandCMDB
responsiblerelationship

h. SAManager,CManager,
Canalyst,Clibrarian,
CMSadmin,Cctrlboard,
janitor
i. Terms
i. AssetMgmt
ii. Attribute
iii. Baseline

iv.
v.
vi.
vii.
viii.
ix.
x.
xi.

ConfigMgmt
CMS
Configbaseline
ServiceAsset
SKMS
Benchmark
Snapshot
CI

ServiceTransitionPart1

1. ServiceTransition

1.1. Outlines
helptoplanbuildtestimplementSDPsintoProduction
internalservicetoIT;whatisrequiredhowitsimplemented

1.2. Changemgmt
Outlines:

Focusonservicechange(addition,modorremovalofplannedservice,
component

Primaryobjective:enablebeneficialchangesw/minimaldisruptionof
ITservices

Otherobjectives
1.2...1. Changesdonecontrolledmanner
1.2...2. Changesrecorded,evaluated,authorized,prioritized,planned
testedimplemented,shakenastickatwhippedfriedbuttered
basted

StrategicchangestriggeredinSS;CorrectivechangesinSO
1.2...1. Strategicchangeifmajorchangeinservice

BasicconceptswithinChange:

RFC

Roles:
1.2...1. CAB

1.2...2. ECAB
1.2...3. ChangeAuthorityprovideformalauth.Foreachchange.Roles
include:

Backoutplansmustbeconsideredforallchangestoreverttopre
changestate;contingencyplansmustbecreatedwhereBOPnot
possible

ChangeSchedulelistsallapprovedchangesandplanneddates.It
becomesanimportantaudittrailtosupportincident/problemmgmt
amongotherprocesses

3typesofchanges:

Emergency

NormalImmovingtoanotherofficeandneedprintermoved

StandardIwanttogetaprinterthatprintsincolour

Changemodel:repeatableprocesstodealwithaparticularcategoryof
change(steps,order,timescales,escalationprocedures)

Changeactivitysteps:

RecordRFC

Review

Assess/evaluate

Authorize/schedule

Coordinatechange,implementation,plan,build,test,implement

ReviewandcloseRFC

KPIofChangeMgmtProcess:

#ofchangeimplemented

Reductionsinunauthorizedchanges

reductioninbacklog

changesuccessrate

reductioninassociatedincidents

ChallengesfacedbyChangeactivities:

legacysystems

balancebetweenstableproductionandbeingresponsivetobneeds

riskmgmt

Examrecap:

1.3. Release&DeploymentMgmt

Outline:

Managesreleaseofservice;plannedindesignstage

Fullarchbrokenintotech/nontechnicaldeployments

Responsibleforrelease&deploymentactivities

Focusedonassessingtechnical/nontechactivitiesofrelease

Containshw,sw,anddocumentationCIs;allhappenintransition

Responsibleforplanningschedulingcontrollingreleasesfromtest
productionenvironments

Primaryobjective:ProtectintegrityofITservices/infrabyensuring
correctcompsarereleased

Otherobjectives:

Concepts:

ReleasePackagecomboofindividualreleasesgroupedtogether.

RPcontainsindividualCIs&releaseunits.Aimofdefiningrelease
unitsistodecidedmostappropriatereleaseunitforeach
asset/component

Physicalstorageareasforauthorizedmediaandhwspareparts
1.3...1. DML(libraryinwhichmediaconfigitemsarestored/protected;
physicalareawheremastercopiesofmediaversionsareplaced;
onlyswfromDMLisacceptableforuseinrelease)
1.3...2. Definitivespares(surplushw)andphysicalstorageareasforall
authorizedmediaandhardwarespareparts

StandardR&Dmodelsillustratestdflowsandactivitiestoguideppl
onapproach,mechanisms,processes,proceduresandresources
1.3...1. BigBangalluserareasinoneoperation
1.3...2. Phasedpartoftheuserbase
1.3...3. Pushtousersatatimenotoftheirchoosing
1.3...4. Pulltousersoftheirchoosing;theycallpullitdownatown
locationwhentheyplease

Roles
1.3...1. R&Dmgrallaspectsofpackage
1.3...2. Deploymentmgrfinalphysicaldeliveryoftheservice
implementation
1.3...3. RPackaging&Buildmgrcontrolsworkflow

Examrecap:

Terms:
1.3...1. Releaseprocessresponsibleforplanning,scheduling,
controllingthemovementofreleasestotest/production
1.3...2. Deploymentactivityresponsibleformovementofnewor
changed,hw,sw,documentation,processtoproduction
1.3...3. Rolloutdeliverinstallcommissionofnew/changedCIsacross
logical/physicalpartsofanorganization
1.3...4. ReleaseunitcompsofandITservicethatarenormallyreleased
together
1.3...5. DML1ormorelocationsinwhichdefinite/approvedversionsof
allswCIsaresecurelystored

1.4. ServiceAsset&ConfigurationMgmtProcess
Outline:

Bothasset/citemsaremanagedfromacquisitiontodisposal

Objectives:
1.4...1. providelogicalmodelofITinfrastructure
1.4...2. optimizecosts
1.4...3. enableorganizationtocomplywithcorporategovernance
requirements
1.4...4. managechange/release
1.4...5. resolveproblems/incidentsfaster

SACM,change,release&deploymentarecriticallyinterconnected

DifferencesbetweenServiceAssetandConfigurationManagement:

SAtracking&reportingvalue&ownershipofITassets

CMmaintaininginformationaboutCIsincludingtheirrelationships;
informationinCMDB

CMDBstoresconfigrecordsaboutdetailsofCI;holdsrelationship
betweenallCIs;scopeisacriticalconsideration

CIcomponentofanitemcanvaryincomplexity,varietyandtype

SACMprocessrequiresCMS;providesinterfacetorelateinformation
inCMDBtoallotherservicemgmttools&archs;helpdeskanalyst
accessesCIinformationviaCMS

Configurationbaseline

SKMSsupportedbydataheldinCMSandCMDBs

ItsmuchbroaderthanCMSinthatitcoversexperienceofstaff,user
behaviour,supplierrequirements/abilities/expectations,etc.

GoodSKMSresultsin:betterdecisionsbeingmadewithbetterresults

Facilitatesbetterdecisionviabetterknowledge

Roles:

ServiceAssetManagermanagelifecycleofassets

ConfigurationManagermanagelifecycleandrelationshipsofallCIs

ConfigAnalystanalyze/proposescopeofA&CMprocesses

ConfigAdmin/LibrariancustodianofmastercopiesofCIs

CMS/toolsadminevaluatesA&CMtools

Configcontrolboardreviewschangesinserviceconfiguration

Janitorcleansupaftertheaboveroleswhentheyleavetheoffice
(theserolesaregettingabitridiculous)

Examrecap:

Terms:

AssetMgmtProcessfortracking&reportingvalueandownershipof
financialassetsthroughouttheirlifecycle

AttributepieceofinfoaboutaCI

Baselinebenchmarkusedasareferencepoint

ConfigMgmtprocessresponsibleformaintaininginfoaboutCIs
requiredtodeliverandITserviceincludingtheirrelationships

CMSsetoftools/dbsusedtomanageandITserviceprovidersC
data
Configurationbaselineusedasbasisforfuturebuilds,releases,and
changes
Serviceassetcapabilityorresourceofaserviceprovider
SKMSsetoftools/dbsusedtomanageknowledgeandinfo
Benchmarkrecordedstateofsomethingataspecificpointintime
SnapshotcurrentstateofaCIascapturedbyadiscoverytool
Relationship
Configurationadbusedtostorecrecordsthroughlifecycle
CIcomponentthatneedstobemanagedinordertodeliverandIT
service
CMDBissubsetofCMSwhichissubsetofSKMS

Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails

ITILv3Module3

ServiceDesign

1. Mainpurpose
2. 5ElementsofDesign
3. ServiceCatalogueMgmt
3.1. 3Objectives
3.2. 2criticalaspects
3.3. SLvs.SCManager

4. SLMProcess

Part1
4.1. Objectives(2)
4.2. SLRequirements(definition+5things)1
4.3. UC
4.4. OLA
4.5. SLA
5. AvailabilityMgmt
5.1. Responsiblefor
5.2. Objectives
5.3. VBF(def)mayavailthemselvesofspecialITServiceDesigns:

HA

FaultTolerance

ContinuousOperation

ContinuousAvailability
5.4. Proactive&Reactivestrategies
5.5. AMIS

5.6. Componentvs.ServiceAvailability

6. CapacityMgmt
6.1. Definitionofcapacity
6.2. Subprocesses(3)2
6.3. CMIS
7. InformationSecurityMgmt
7.1. ResponsibleforCIA(def)
7.2. ISMS
7.3. 5keyelementstoISMS3
8. ITServiceContinuityMgmt

Part3
8.1. Goal
8.2. 2conceptstobeimplemented4
8.3. BCM
1

Availability,reliability,maintainability,capacity,serviceability
Biz,Service,component
3
Controlplanimplementevaluatecsi
4
BIA&IdentificationofVBFs
2

Part2

9. SupplierMgmt
9.1. Purpose
9.2. Suppliervs.ServiceProvider
9.3. UCs
9.4. SCD

WhatsthedifferencebetweenCapacityMgmt&AvailabilityMgmt?
ThecapacitymgmtprocessisresponsibleforensuringthatthecapacityofITservices
andtheITinfrastructureisabletodeliveragreedSLTargetsinacosteffectiveand
timelymanner.
TheavailabilitymgmtprocessisresponsibleforensuringthatthePeopleprocesstechy
areappropriate[givenSLAs].

SERVICEDESIGNPROCESSP1
ServiceDesign
10. Outline
10.1. Mainpurpose
11. ServiceCatalogueMgmt
11.1. 3Objectives
11.2. 2criticalaspects
11.3. SLvs.SCManager
12. SLMProcess

Term/Theory
SD

SCM

Definition
Mainpurposeisdesignofnew/changedserv

Servcataloguemgmtprocesscreates/managesaccurateSC.Focuses
onprovidinginformationonallservs.
ObjectivesofSCM
- Create/mgeSC
- Ensureinformationuptodate/interdependencies
- Includesbothnew/existing
- Supportsales/delivery

Twoaspectscritical
BizServ.CatalogcustomerviewofSC;detailsallservs
TechnicalservcatalogdetailsofallITserv,CIs,components,etc.

requiredfordelivery.FacilitatesSLA,OLA,CIcomponents,
underpinningcontracts,etc.

SLMgr
AssistwithproductionofaccurateSP,SC,Appportfolio
SCMgr
Producing/maintainingSC,ensureaccurateSC,informationconsistent
withSP

NegotiatesSLAsandensurestheyremet

SLMObjectives

SLMProcess

SLreqs

Underpinning
contracts
OLA
SLA

SLM

Impacts2otherstages(trans/ops)
RequirementsforacustomerfacingaspectofanITservice
BasedonbizobjandusedtonegotiatedagreedSLtargetsfrom
customerperspective

Includes:
Availability
Reliability(timeentreinc)
MaintainabilityMTTR
Serviceabilityabilityof3rdpartytomeettermsofcontract
capacity
Contractentresuppliers/externalpartners
Contractbetweeninternalunits
Basisformanagingrshipentreserviceproviderandcustomer.
Defineskeytargets/responsibilitiesforbothparties
Matchbizneeds/expectationstoITservices.
OLA/UCssupportSLA
EnsuresallITSMprocesses,OLAs,andUCsareappropriategivenSL
targets.

RepresentsITtobiz.ProvidesPOCtobizmanagers/customerstoIT.

Responsibleforagreeing/documentingsltargets/respforevery
activityinIT.

SLMmusthavecloseinterfacewithSPM

Planningcoordinatingdraftingagreeingmonitoringreportingon
targetsinSLA

SLAprocess
activities

SLMmetrics

Developedfromserv,customer,andbizperspective

Include:
Percentageoftargetsmet
Number/severityofservbreaches

Challenges:
Engagingbiz
Differingrequirements
Gettingslassigned
Assuringslasdisseminated

1. SCM
a. Objectives
b. Criticalaspects
i. BizServcatalog
ii. Technicalserv.Catalog

2. SLM
a. SLA
i. UC
ii. OLA
iii. SLReq.

SERVICEDESIGNPROCESSP2

1. AvailabilityMgmt
2. CapacityMgmt
3. InformationSecurityMgmt

Objectivesoflesson:
Knowconcepts,roles,responsibilitiesofavail,cap,andinformationsecuritymgmt.

Term/Theory
Definition
ResponsibleforensuringallITinfrastructureprocesses,tools,andstaff
rolesareappropriategivenSLavailtargets

Obj:manageavailofservicesandresources.Moreobj:

Availability
Mgmt

VBFfunctionscriticaltobizprocess;mayrequirespecialitserv
designs.Mayavailthemselvesoffollowingstrategies:
- HAminimizeseffectofITcomponentfailure
- Faulttoleranceabilityofitservciorcomponenttooperate
correctlywhenotherrelatedpartsfail
- Continuousoperationapproachtoeliminateplanneddowntime
- Csavailapproachtoachieve100%avail

2keyelements:
Proactiveactivitiesplanning,design,improvementofavail|cost
justifiableandmeetsneedsofbiz
Reactiveactivitiesmonitoring,measuring,analysis,andreportingfor
servandcompavail;keyoutputforavailismeasurement/reporting

CreatedinAMIS(availabilityMgmtInfoSystem)
Dontneedtoknowactivitieswithindiagram

Compavailallaspectsofassessingaval
Servavailallaspectsofassessingimpact/potentialimpactofcompo
avail/unavail

Availplans/designsgiventoSLMprocess;providedforinOLAs/UCsin
Servoperation

ExamrecapAvailability:

CapacityMgmt

Term/Theory

CapacityMgmt

Definition
CapacitymaxthroughputaCI/servcandeliverwhilemeetingSL
targets
Responsibleforcapacityofitserv/infracandeliversltargetseff/eff

Objectives:

Reactiveactivitiesof~
Monitoring,measuringanalysis,reporting
Proactiveactivitiesof~
Trending,modeling,tuning,optimizing

Createsplans/designsvia3subprocesses:
- Bizcapmgmtfocusedonbizrequirements
- Servcapmgmtfocusedondeliveryofexistingserv(capacityvssla
&slrtargets);proactive/reactivestrategies
- Componentcapmgmtalcompoenentsusedtomeetservreqs


CMISguess

Examrecapcapmgmt:

InfoSecurityMgmtProcess

Objectives:

Term/Theory
Definition
Focusesonmgmtofsecurityrisks

Ensured(CIA)confidentiality,integrity,availofassets,info,dataandIT
services

ISMSppl,process,products,techy
5keyelementstoISMS(followdemingcycle)
~
- Controlest.orgstructureandprovidecontroldocs
- PlandevelopISpolicyandintegrateintosla/ola/uc
- Implementensureprocedures,tools,andcontrolsareinplaceto
supportISpolicy
- Evaluationconductaudits(int/ext),analyzeincidents
- Maintaincsi

ExamrecapISmgmt

SERVICEDESIGNPROCESSP3

ITServ.ContinuityMgmtProcess

Term/Theory
Definition
Focusesondisasters

Goalsupportoverallbizcont.mgmt.processbyensuringrequired
facilitiescanberesumedwithinagreedscales

IdentifiesITservicesdeemedcriticaltosurvivalofbiz
Ensuresresumptiongivenrequiredtimescales(computersystems,
dbs,telecom,environment,techsupport,sd,apps,nw)

Twoconceptstobeimplemented:
BIAseekstoidcompanyscriticalbizservicesbyanalyzingoutages
andseverity;identifiesrecoveryrequirements
VBFfnscriticaltosuccessofbizproceses;BIAidsVBFs,indlucing
people,processes,andITservs;importanttoITSCM,Avail,BCM)

ITSCMCyclicprocesstoensuretheycontinuallyalignwithBCPand
priorities

BCMtoimplementITSCMyouneedtoidentifykeyBizprocesses
InitiationrelationshipentreITSCMandBCM
Examrecap:ITSCM

SupplierMgmtProcess

Term/Theory
Definition
Buildsavaluenwandmanagescontracts

Objectives:

Managesoverallnwandvaluechain;workingtowardintegrating
contracts/policieswithourown.

Ensuressuppliersmeettermsconditionsandtermsofcontracts.

ServiceProvider(elpwithemail)suppliesITservstocustomers;
v.Supplier(giveyoubox)suppliesg/srequiredtodeliveryITservs
(telcos,consultants,etc.);writtenasUCs

Supplier&ContractDB(SCD)completesetofreferenceinfofor
suppliermgmtprocedures/activities

Youestablishnewsuppliersintransition
Youreviewperfandrenew/terminatecontractsinoperation

ExamrecapSupplierMgmt

5elementsofdesign,4ps,outsourcingoptionsallgotogetherintoSDP

Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails

Module3:

ServiceOperationFunctions

1. Functions
a. ServiceDesk
i. Outline:
1. Whatroleitplays
2. Focus
3. Primaryobjective
ii. OrganizationalStructure(3)
iii. 4Types(dependson4
things)1
iv. Outsourcingconsiderations
(4)
v. Metrics(2categories)
vi. 4Roles
vii. Terms:
1. Callcentre
2. SPOC
3. ServiceRequest
4. Helpdesk
5. Resolution
6. ServiceDesk
7. Recovery
b. TechnicalManagement
i. Outline:
1. Responsiblefor2
2. Balances(2)
ii. 3roles
c. ApplicationManagement
i. Outline
1. Responsiblefor
2. Objectives(2)
d. ITOperations
i. Outline
1. Responsiblefor
2. Balances(2)
3. 4Roles
ii. Terms:
1. ConsoleMgmt/Ops
Bridge
2. Techservice
3. NOC

2. Processes
1. EventManagement
a. Outline
i. Objective
ii. Manages
b. Eventsvs.Alerts
c. Monitoring
d. 2significantaspectsofdefinition
&generation
i. Generate
ii. 3typesofevents
e. RolescoordinatingEvtMgmt
procedures

2. IncidentManagement
a. Outline:
i. Definitionofanincident3
ii. Primaryobjective
b. Incidentsvs.ServiceRequest4
c. IncidentLifecycle
i. Identification,log,
categorization,
prioritization(based
on[2]),initialdiagnosis,
escalation(2types),
investigationand
diagnosis,resolution&
recovery,closure
d. 2challengesofIncidentMgmt
e. 3LevelsofSupport
f. IncidentManager
3. RequestFulfillment
a. ServiceRequestdefinition
b. Promotes
c. Wheredetected
4. AccessManagement
a. Protects
b. Executedby(2)functions
3

Staffingtrainingretentiontechnology
2
Rightpeople,rightskills,rightplaces,righttimes

Anyeventwhichdisruptsorcoulddisruptservice
Unplanned,deviationfromactually,potentiallyaffecting
SLA,couldoractuallydisruptsservice

c. Terms
i. RightsMgmt
ii. Rights
iii. Access5
iv. ID
v. Confidentiality
vi. Integrity
vii. Availability
5. ProblemManagement
a. Outline
i. Definitionofaproblem
ii. Primaryobjective
b. 2majorprocesses
c. Workaround
d. Knownerrorrecord+where
entered+handledby
e. Terms
i. Problem
ii. RCA
iii. Rootcause
iv. Workaround
v. KE6

5
6

Level&extentofitservicefunctionalityauserhas
Aproblemwithadocumentedrcandworkaround

ServiceOperationFunctions

1. ServiceOperation

1.1. Outlines
Valueofitisultimatelymeasuredhere;itswherethingsareexecuted,delivered,assessed
AimedatprovidingstableITinfrastructure;useprocesstoleveragecapability
Functions

ServiceDesk:
1.1...1. Outlines:
1.1...1.1. SPOCforusers
1.1...1.2. SDisfocusedonenduserexperience,businessandqualityofservice
1.1...1.3. Primaryobjective:facilitaterestorationofdisruptedservicebyrestoringnormal
service
1.1...2. FCR
1.1...3. Organizationalstructure
1.1...3.1. LocalSD
1.1...3.2. Followthesunservice
1.1...3.3. SpecializedSDgroups
1.1...3.4. EndresultisthatvirtualSDistransparent,isSPOC,access24x7
1.1...4. Perthestaffinglevels,training,retentionandtechnologyavailable,youllhaveoneof
thefollowingSDtypes:
1.1...4.1. CallCenterrecordscalls,nosolution,routedtodepts
1.1...4.2. Unskilledrecorded,someresolved,easyonesresolvedwithSOPs;dispatch
function
1.1...4.3. SkilledSDrecorded,mostincidentsresolved;new/complexescalated
1.1...4.4. ExpertSDresolvemostindependently
1.1...5. SDoutsourcingconsiderations:
1.1...5.1. tools/processes
1.1...5.2. slatargets
1.1...5.3. ownershipofdata
1.1...5.4. accesstoinformation
1.1...6. Metrics:
1.1...6.1. Workloadanalysisanalysisofrecordedcalls/requeststosupportstaffing&skill
typedecisions.IncludeFCR,costofhandlinganincidentperminute,etc.
1.1...6.2. Customersathowarewedoing,customer?

1.1...7. Roles:
1.1...7.1. SDMmanagedoveralldeskactivities,includingsupervisors
1.1...7.2. SDsupervisorensuredeskisstaffed/managedduringoperationalhours
1.1...7.3. SDAprovidesl1support
1.1...7.4. Superusersliaisonpointswithitingeneral

Examrecap:

Terms:
1.1...1. Incident
1.1...2. Callcenterhandleslargevolumesofincoming/outgoingcalls
1.1...3. SPOC
1.1...4. Servicerequest
1.1...5. HelpdeskPOCforuserstologincidents
1.1...6. Resolutionactiontakentorepairtherootcauseofanincidentorimplementa
workaround
1.1...7. Enduser
1.1...8. SDspocbetweenserviceproviderandusers
1.1...9. RecoverreturningaCI/ITservicestoworkingstate
1.1...10.Customer

BothtechmgmtandappmgmtcanoverlapintoITopsmgmt

TechnicalMgmt:
1.1...1. outline
1.1...1.1. responsibletoensurerightpplwithrightskillsinrightplacesatrighttimes
1.1...1.2. balancesskilllevels/costsforfollowingroles:
1.1...1.2.1. ITInfrastructuretechknowledgecustodianidentify,develop,refine
technicalknowledge
1.1...1.2.2. TechnologyHRcustodiantrain/deployppl
1.1...1.3. definesrolesandsupportgroups,includingtoolsprocesses,andprocedures
1.1...1.4. 3groupsthathelptokeepTMoperational
1.1...1.4.1. TechMg/TLmanagedtechanalysts/archs
1.1...1.4.2. TechnicalAnalysts/Archsallmemberswhoperformtechtasksrelatedto
design,testing,andimprovement
1.1...1.4.3. TechOperatortechnicalstafffordaytoday

ApplicationMgmt:
1.1...1. Outline:
1.1...1.1. responsibletoensurethatITservicesaredeliveredandsupportedperSLA
1.1...1.2. objectives:
1.1...1.2.1. Identifyingfunctionalrequirements
1.1...1.2.2. assistingdesign/deployment
1.1...1.2.3. balancesskilllevelandcostoffollowingroles:
1.1...1.2.3.1. Applicationtechnicalknowledgecustodianiddeveloprefinetech
knowledge
1.1...1.2.3.2. ApplicationHRcustodianworkswithtechmgmttodeployppl

ITOperations:
1.1...1. outline:
1.1...1.1. responsibletoensureITservicesaredeliveredandsupportedperSLAs
1.1...1.2. balancesstability/consistencybymaintainingstatusquo:adaptingtobiz
requirements
1.1...1.3. Roles
1.1...1.3.1. ITopsmgroveralloperationalresponsibilities,includingopscontrol&
facilitiesmgmt
1.1...1.3.2. ShiftLeaderdaytodayshiftmgmt
1.1...1.3.3. ITOpsAnalystseniorstaff
1.1...1.3.4. ITOperatorsdaytodayoperationalactivities

Examrecap:

Technicalsupportsynonymfortechmgmt
SupportGrouppplwithtechskills
ConsoleMgmt/OpsBridgephysicallocationthatconsolidatesallcriticalobservationalpoints
withinITsotheycanbemonitored/managedfromacentralizedlocation
TechserviceanitservicenotuseddirectlybythebizbutrequiredbytheITserviceprovider
Application
NOCconsolidatesallcriticalobservationalpointsinITinfrarelatingtothenetwork
ITinfrastructure
AppLifecycle
SOP

1.2. techmgmtnotresponsibleforOLAs

SERVICEOPERATIONPROCESSES

EvtMgmt

Objectives:

1. EventMgmt
1.1. outline:
focusedongenerating,detecting,anddeterminationofmeaningfulnotificationsaboutstatusof
ITinfrastructureandITservsinordertoinitiateappropriateeventcontrolactions
manageseventsandescalatingintoInc,Problem,orChangeMgmt
1.2. Eventvsalert
EvtchangeofstateinCIorITservwhichhassignificanceformgmtthereof;notallarerequired
tobemanaged
Alertnotificationthatevthasoccurred,warningthatathresholdhasbeenreached,something
haschanged,orfailurehasoccurred;requiresaspecificactiontobetaken
1.3. Monitoringtracksconditionstoprovideinformationandpromoteunderstanding(i.e.checkstatusof
devicetomakesureitsoperatingperlimits,eventifnotgeneratingevts);anevtmustbedetected
andreceivedbeforeitsanevent
1.4. twosignificantaspectsofhowtheyshouldbedefinedgeneratedandcaptured
mustgenerateanevtnotificationmessage
classifiedbytype

Normaloperation(noevt);workcompleted,messagerecd

Unusualoperation(noevt,requiresmonitoring)getsclosetoexception

Exceptionoperation(evtoccurrence;controlactionsrequired)
1.5. rolescoordinatingEvtMgmtprocedures
SD;initialresponseandcommunicationtoappmgmtteam
Tech&AppMgmtrolesroutineevtmgmt,dealwithincidentsandproblemsrelatedtoevts
ITopsmgmtroles

Examrecap:

IncidentMgmt

1. IncidentMgmt
1.1. Outline:
processfordealingwithallincidents(failures,questions,query)
anyeventwhichdisruptsorcoulddisruptservice;couldbefrommonitoringorendusercall
Primaryobjective:restoreitservtousersasap
otherobjectives:

detect/resolveincidents,

alignrealtimeitactivitytobizpriorities,

idpotentialimprovements,
1.2. Incvs.Serrequests
Bothincidents/servrequestsarereportedtoSD
(servrequestplanned,repeatable
incunplanned,deviationfromnormal,reductioninqualityofagreedserviced,couldleadto
disruptionorreduction
Incidentmodelsprovidedguidancetodealwithincidents
1.3. Majorincidentsaretreateddifferently
shortertimescale

separateprocedures
shouldinclude:

stepstotake

chronologicalorder


whoshoulddowhat

timescale

escalationprocedures

evidencepreservationactivities
1.4. Steps:
IncidentIDreported
~loggingticketopened;documentationof~
Categorizationhw,sw,infra
Prioritizationfacilitateactivitiesaccordingtosla/ola/UC;prioritygivenbasedonUrgency
(timeframewhichusersrequiredresolution)&impact
Initialdiagnosisl1support,resolvingincidentsbasedonknowledge/experience/kbs/diagnostic
scripts;analysismayresolveoninitialdiagnosisandthenclose(FCR)
Escalationguidedbysla,willfollowmajorincidentprocedure

functionalescalationtotechteams

hierarchicalescalationtoSDSandIncprocessmgr
Investigation&Diagnosisl3supportteamsdotheirthing
Resolution&recovery
Incidentclosure;staysopenuntilrelatedproblemmgmtactivitiesarecompletedifamajor
incident
1.5. Challengesfor~
Abilitytodetectincidentsasap
Convincingstafftologallincidents
Encouraginguseofselfhelp
1.6. IncidentManager
Authoritytomanageincidentsthroughl1l2l3
1.7. Levelsofsupport

1st

2nd

3rd

Examrecap:

RequestFulfillmentProcess


1. RequestFulfillmentProcess
1.1. Outline:
Servicerequestsarefrequentlyrecurring
Allowforeff/consistentservicefulfillment
i.e.howdoIadditems?
Ifcannothelp,getsescalatedtoservicedesk,externalvendors
1.2. RequestsaredetectedinIncMgmtandtransferredtoRequestfulfillment

Examrecap:

AccessMgmt

2. AccessMgmt
2.1. Outline:
AllowstomakeusedofITserv,data,assets
Helpsprotectconfide,integrity,availtoonlyauthorizedusers
Objectives:

ExecutepoliciesandactionsdefinedinInfoSecurity&AvailMgmt

protectconfide,integrity,availtoonlyauthorizedusers

enablesuserstoaccessservswithinSC

Accesslevel/extentofservsfunctionalityanddataandendusercanaccess

IDinformationdistinguishingenduser

Rightsactualsettingsanenduserhas
Policiesprimaryguidelinesin~
Infomgmtplaysvitalroleinidentifyingunauthorizedaccess
Executedbytech/appmgmtfunctions
PWreset
Nospecificroles
Terms:

Rights/IDmgmtakaaccessmgmt

Rightsentitlements

Accesslevelandextentofaservsfunctionalityordataausercanuse

IDinformationaboutuserswhichdistinguisheachother

ServiceGroup

Confidentialitydatashouldonlybeaccessedbyauthorizedppl

Integrityitemsareonlymodifiedbyauthorizedactivitiesandppl

Availability

ISpolicy

Examrecap:

ProblemMgmt

1. ProblemMgmt
1.1. Outline
Unknowncauseofoneormoreincidents
Manageslifecycleofallproblems
Diagnoserootcause,determineresolution,movethroughchange&release
Primaryobj:topreventprobsandresultingincidents,minimizeimpactofincidents
1.2. 2majorprocesses
Reactivewhereincmgrrequiresmoreresourcesandtechniquestoresolve;investigateallmajor
inc
ProactiveexecutedaspartofCSI;triestopreventfutureproblems;focusesonidngpreventing
problemsviadatafromincident/problemdata
1.3. Inc/Probwillusesimilartools,impact,categorizationandprioritycodingsystems
1.4. Workaroundtemporaryfixorimplementionofalternatetechniquetoavoid
1.5. knownerrorrecordallowsquickerdiagnosisandresolutionwhensimilarincidentsoccur;followRCA
activity
enteredintoKEDBandformslargerSKMS
1.6. problemmodelsusedtohandleknownerrors
1.7. Terms:
Problemcauseofoneormoreincidents
RCAsovlingproblemsinastructured/organizedmanner
RootcauseunderlyingororiginalcauseofI/P
Workaround
KEproblemwithdocumentedrcandaworkaround
StatusrequiredfieldshowingstageassociatedwithCI,inc,prob,orotherrecordtypes

Examrecap:

Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails

Module3:

ContinualServiceImprovement

1. Outline
2. 7steps
a. Whatshouldwemeasure
b. Whatcanwe
c. Collectdata
d. process
e. Analyze
f. Present&Use
g. Implement
3. Keyelementsof7stepprocess
a. CSF
b. KPI
c. Metrics
d. Measurements
4. Roles
a. ServiceManagement
b. CSImanager

Objectives:

1. CSI
1.1. Outline
Integratewithallprocesses
1.2. 7steps
Definewhatyoushouldmeasure
Definewhatyoucanmeasure
Gatherdata
Processdata
Analyzedata
Presentanduseinformation
Implementcorrectiveaction
1.3. Keyelementsof7stepprocess

 CSF
KPI
Metrics
Measurements
Varyonqualitativeandquantitative
1.4. Roles
ServMfulllifecyclemgmtofservices
CSIMdevelopingCSIdomainwhereCSIconcepts/activitiesarepracticed
Otherroles:

Jim

Pam

Janitor

Examrecap:

Yourstudypartner,
BWyzeSolutions(apreferredMindMuzeEducationPartner)
www.bwyze.mindmuze.comformoredetails