ITIL V3 Foundation Cheet Sheet* Service Level Management Service Measurement & Reporting CSI improvement process

- By Abhilesh Chandra monitor->report->evaluate->Negotiate & Agree Baseline, Metrics: Technology, Vision->Baseline->Target->Improvements

[email protected] Process, Service ->Measurements & metrics
*author is not liable for any mistakes in the material Deming Cycle: Plan->Do->Check->Act
What should be measured->What can be measured -
>gather data->process data->Analyse data->Present -
>Corrective action
<-----5.Continual Service Improvement (CSI)
1. Service Strategy -----> 2. Service Design -----> 3. Service Transition -----> 4.Service Operation ----->
Demand Management Supplier Management Establishing new suppliers Supplier & Contract Management/Performance
visualize customer's business activity Supplier Contract Database Contract renewal/termination
and plan in terms of demand needed supplier & contract setup, categorization,
for supporting services. manintenance
Service Portfolio Management Information Security Mgt Change Mgt Request Fulfillment Mgt
Service Pipeline, Confidentiality, Integrity, Availability Innovation, Improvement, Modification, Service Request->for info, advice, standard change or for
Service Catalogue (contains: Service Desc, Threat->Incident->Damage->Control Corrections access to an IT service. NOT a normal Change
functional specs, options, Availability, Capacity Change case, Change Advisory fulfil user request carried out by service desk, desktop
etc) Board(CAB), Change Model, Request support.
Retired Services for Change
Financial Management Service Catalogue (SC) Mgt Service Validation and Testing Access Mgt
Budegeting, IT accouting, Charging Business SC, Technical SC V Model-> Config vs Testing Grant access to authorized users. Protech CIA of info n
infra
Availability Management Release & Deployment Mgt Event Mgt
MTBF (UPTIME), MTRS(DOWNTIME), Definitive Media Library (DML), state that has significant for mgt of CI
MTBSI (MTRS+MTBF) Definitive Spares,
IT Service Continutiy Management Config Mgt Database (CMDB) Problem Mgt
Risk Assessment & Business Continuity Management Release styles: Big bang v Phased, Incident -> Problem-> Known Error->KEDB, workaround
Push v Pull, Automation v Manual,
Countermeasures: workaround, Recovery mode: Service Asset & Config Mgt Incident Mgt
gradual, intermediate, immediate, Reciprocal Config items (CI), their status Incident->Interruption to an IT service
Arrangement accounting, Configuration baseline
Capacity Management (CM) Knowledge Mgt Application Management Function
Business CM, Service CM, Component CM Make knowledge avaiable across support & maintain applications
Capacity Database contains: Capacity planning, organization IT Operations Mgt Function
forecast reports, performance monitoring, expection Data->Info->Knowledge->Wisdom Maintain operations of IT Infra.
reports, tuning, baseline IT Operations Control (Back up, print..)
Facilities Mgt (Data Centres, Recover sites.)
Service Level Management (SLM) Technical Mgt Function
SLA with customers, Underpinning Contracts with supprts IT infra(server, network, storage..)
external
supplier, OLA(Operational level Aggreement) with Service Desk Mgt Function
internal supplier Service desk types-> Call, Helpdesk, servicedesk
Service desk org. structures
Incident, Service Request, RFC, Access Rights
design service levels