• Foundation


    • Objectives of service level management:
      1: Defining, documenting and agreeing the level of FT services to be provided
      2: Monitoring, measuring and reporting the actual level of service provided
      3: Monitoring and improving customer satisfaction

    • Process practitioner role is responsible for carrying out the activities of a process.

    • IT operations management is responsible for monitoring activities and events in the IT infrastructure.

    • Data - Information - Knowledge - Wisdom is a hierarchy that is used in knowledge management.

    • At service design: Design the processes stage of the service lifecycle should the process necessary to operate a new service be defined.

    • Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented are public frameworks, such as ITIL, attractive when compared to proprietary knowledge.

    • A change model should:
      1. The steps that should be taken to handle the change.
      2. Responsibilities; who should do what, including escalation.
      3. Timescales and thresholds for completion of the actions.

    • Service Design is MOST concerned with the design of new or changed services.

    ITIL = Information Technology Infrastructure Library

    • Service Strategy (SS)
    • Service Design (SD)
    • Service Transition (ST)
    • Service Operation (SO) and
    • Continual Service Improvement (CSI)

    Service Strategy (SS):

    • Value, Service Asset
    • Service Portfolio Management
    • Financial Management
    • Business Relationship Management

    Service Design (SD):

    • Service Design Package (SDP), 4Ps: People, Products/Technology, Partners/Suppliers, Processes
    • 5 Aspects: Service Solutions for New or Changed Services, Management Information Systems and Tools, Technology Architectures and Management Architectures, Processes Required, Measurement Methods and Metrics
    • Design Coordination

    • Service Level Management (SLM)
      • SLA
        • Service-based
        • Customer-based
        • Multilevel
      • OLA
      • Contract
      • Service Level Requirement (SLR)
      • Service Improvement Plan (SIP)
      • SLA Monitoring (SLAM)

    • Service Catalogue Management

    • Availability Management:
      Availability Plan:
      • Component
      • Service
      • Mean Time Between Service Incidents (MTBSI)
      • Mean Time Between Failures (MTBF): Up Time
      Maintainability - Mean Time to Restore Service (MTRS): Down Time

    • Capacity Management: Performance
      Capacity Plan: Patterns of Business Activity (PBAs)
      • Component
      • Service
      • Business

    • Supplier Management
    • Information Security Management (ISM): Security Policy

    • IT Services Continuity Management (ITSCM)
      • Business Impact Analysis (BIA)
      • Risk Assessment
      Business Continuity Management (BCM) -> Business Continuity Plan (BCP)

    Service Transition (ST):

    • Change Management
    • Service Asset and Configuration Management
    • Release and Deployment Management
    • Transition Planning and Support

    • Knowledge Management: Data-to-Information-to-Knowledge-to-Wisdom (DIKW)
      Known Error Database (KEDB):
      • Known Error
      • Workaround
      • Resolution

    Service Operation (SO):

    • Event Management

    • Incident Management
                        H | M | L
                   H  | 1 | 2 | 3
      Urgency M | 2 | 3 | 4
                   L  | 3 | 4 | 5

    • Problem Management
    • Request Fulfillment
    • Access Management

    Free ITIL Tool Set

    Continual Service Improvement

    • Return on Investment (ROI)

      Creating a Return on Investment

      ROI considers several factors, such as the investment cost and the gain that the organization receives in turn.

      To compute these two sides, you need to know:
      • Cost of downtime
      • Cost of rework
      • Cost of redundant work
      • Cost of non-value-added projects
      • Cost of the late delivery of an application
      • Cost of escalating incidents
      • The fully allocated hourly cost for different employee levels

    • Considering ITSCM Requirements and Risk Management

      Business perspective on risk management

      Business aspects vulnerable to threat include:
      • Customer satisfaction
      • Brand image
      • Market share
      • Share price
      • Profitability
      • Regulatory Impacts or penalties