in Book Notes

ITIL Foundation

What is ITIL? staff in IT department use ITIL to better serve their customers and users. By using the guidelines set out in the ITIL framework IT departments can develop best practices and improve the way different teams interact and manage the IT infrastructure within their business. As a result, end users get a better level of service and business saves money. ITL is just about the IT service Desk or helpdesk. It covers all of different areas from designing the infrastructure of IT department right through the to dealing with problems and improving the service. ITIL consists of five different processes or type of work that is carried out by IT department.

 

  1. Service Strategy.
  2. Service Design
  3. Service Transition
  4. Service Operation
  5. Continual Service Improvement.

1. Service Strategy (SS)

(ITIL Service Strategy) “A stage in the lifecycle of a service. Service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organization’s business outcomes.”

Goal of SS

  • How to design, develop, and implement Service Management not only as an organizational capability but as a ‘strategic asset’.
  • Service providers to operate and grow successfully in the long-term and provide the ability to think and act in a strategic manner.

Objective of SS

  • Provide direction for growth, prioritizing investment and defining outcomes against which the effectiveness of service management may be measured.
  • An understanding of what strategy is.
  • A clear identification of the definition of services and the customers who use them.
  • The ability to define how value is created and delivered.
  • A means to identify opportunities to provide services and how to exploit them.
  • A clear service provision model that articulates how services will be delivered and funded as well as to whom they will be delivered and for what purpose.

Service Providers – Types

  • Type 1 – Internal Service Provider (ISP)
  • Type 2 – Shared Services Unit (SSU)
  • Type 3 – External Service Provider (ESP)

Five Service Strategy Processes

  1. Strategy Management
  2. Financial Management,
  3. Business Relations Management,
  4. Demand Management
  5. Service Portfolio Management

2. Service Design

(ITIL Service Design) “A stage in the lifecycle of a service. Service design includes the design of the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments”.

Goal

To create a realistic service with

  • Service solution
  • Processes
  • Technology Architecture
  • Supporting systems
  • Measurement system & metrics

Purpose

  • The purpose of the service design stage of the lifecycle is to design IT services, together with the governing IT practices, process and policies.

Four P’s of Service Management (Design)

Many designs, plans and projects fail through a lack of preparation and management. Service Management implementation is about preparing and planning the effective and efficient use of four P’s.

  1. People
  2. Process
  3. Product
  4. Partners

Service Design has 8 Processes

  1. Design Coordination
  2. Availability Management.
  3. Service Catalogue management.
  4. Capacity Management.
  5. Service Level Management.
  6. Information Security management.
  7. Supplier Management.
  8. It Service Continuity management

3. Service Transition

(ITIL Service Transition) “A stage in the lifecycle of a service. Service transition ensures that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle”.

Goal

  • To provide guidance on the development and improvement of capabilities for transitioning new and changed services into supported environment, including release planning, building, testing, evaluation and deployment.

Objectives

  • Monitor and improve the performance of the service transition lifecycle stage.
  • Manage risks relating to new, changed or retired services.
  • Successfully deploy service releases into supported environments.

Service Transition has 7 Processes

  1. Transition Planning and Support
  2. Change Management
  3. Service Asset and Configuration
  4. Release and Deployment Management
  5. Service Validation and Testing
  6. Change Evaluation
  7. Knowledge Management

4. Service Operation (SO)

“(ITIL Service Operation) A stage in the lifecycle of a service. Service operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service operation also manages the technology that is used to deliver and support services.”

Goal

  • It is goals is to focus on effectively managing the day-to-day aspects while maintaining a perspective of the greater context.
  • Staff involved in the service operation stage of the service lifecycle should have processes and support tools in place.
  • These processes and tools should also detect any threats or failures to service quality.

Purpose

  • To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.

Objective

  • Deliver and manage services at agreed levels.
  • Conduct, Manage and control day-today operation of process.

Service Operation has 5 Processes

  1. Event Management,
  2. Incident Management,
  3. Problem Management,
  4. Request Fulfilment,
  5. Access Management.

5. Continual Service Improvement (CSI)

(ITIL Continual Service Improvement) – A stage in the lifecycle of a service. Continual service improvement ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes. The performance of the IT service provider is continually measured and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness. Continual service improvement includes the seven-step improvement process. Although this process is associated with continual service improvement, most processes have activities that take place across multiple stages of the service lifecycle. See also Plan-Do-Check-Act.

The 6 steps of CSI approach to improve the performance of our services and process.

  • What is the Vision? We should understand what is the vision of the organization? Vision should be aligned to IT and business strategies of the organization.
  • Where are we now? Analyze the current situation in terms of the business, organization, people, process and technology. This will give us the baseline assessment and we will get to know, where are we now.
  • Where do we want to be? We should understand the business needs and requirements as that will help us in moving towards the direction of where do we want to be.
    • Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision’?
  • How do we get there? What are the improvement steps we need to take to get there. Improvement can be of short, medium and long term. All these initiatives need to be logged in CSI register.
  • Did we get there? We should monitor, report and review the service level achieved and the actual performance against targets identified in the business requirement.
  • How do we keep the momentum going?

The Seven-step improvement process

It is obvious that all the activities of the improvement process must assist CSI in some way. It is relatively simple to identify what takes place but more difficult to understand exactly how this will happen. The improvement process spans not only the management organization but the entire service life-cycle. This is a cornerstone of CSI, the main steps of which are as follows:

  1. Identify the strategy for improvement: Identify the overall vision, business need, strategy as well as the tactical and operational goals.
  2. Define what you will measure: Service strategy and service design need to identify this information early in the life-cycle phase. CSI can then start its cycle again at “Where are we now?” and “Where do we want to be?”. This identifies the ideal situation for both IT and business. CSI can identify opportunities for improvement by doing gap analysis as well as answering the question “How do we get there?”.
  3. Gather the data: To analyse “Did we get there?” data needs to be gathered generally, done at service operation phase. At this point data is raw and nothing can be concluded from this.
  4. Process the data: The simple goal of this step is to process data from multiple disparate sources to give it context that can be compared. Once we have rationalized the data we can begin with analysis.
  5. Analyse the information and data: As we bring the data more and more into context, it evolves from raw data into information with which we can start to answer questions related who, what, when, where and how as well as answer questions of trends and impact on the business. It is the analyzing step that is most often overlooked or forgotten in the rush to present data to management. 
  6. Present and use the information Here the answer to “Did we get there?” is formatted and communicated in whatever way necessary to present an accurate picture of the results of the improvement efforts to the various stakeholders. Knowledge is presented to the business in a form and manner that reflects their needs and assists them in determining the next steps
  7. Implement improvement – The knowledge gained is used to optimize, improve and correct services and processes. Issues have been identified and now solutions are implemented — wisdom is applied to the knowledge. The improvements that need to be taken to improve the services or process are communicated and explained to the organization. Following this step, the organization establishes a new baseline and the cycle begins anew. While these seven steps appear to form a circular set of activities, in fact, they constitute a knowledge spiral. In practice, knowledge gathered and wisdom derived from the knowledge at one level of the organization becomes a data input to the next. People often believe data, information, knowledge and wisdom to be synonymous or at least broadly similar in meaning. This view is incorrect. There is a significant difference between each of the four items.

Write a Comment

Comment

Webmentions

  • gay teen boy veido chat Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    gay chicago webcam chat https://gayinteracialchat.com/

  • fre gay chat Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    gay sex massachusetts chat https://free-gay-sex-chat.com/

  • gay chat room facebook Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    ireland gay chat https://gaymusclechatrooms.com/

  • gay online webcam chat free Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    gay chat phoenix https://gaychatnorules.com/

  • free gay chat phone numbers Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    gay chat roulette https://gayphillychat.com/

  • free gay chat line live Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    live free gay web cam chat rooms https://chatcongays.com/

  • snap chat gay teens cum Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    gay boy teen webcam chat https://gay-live-chat.net/

  • gay chat phone line lockerroom Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    gay chat randome https://gaychatspots.com/

  • gay chat washington state Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    chat gay en español https://gaychatcams.net/

  • gay furry chat Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    faree gay chat https://newgaychat.com/

  • new michigan online casino Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    online casino games https://casinosonlinex.com/

  • best online casino fast payout Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    draftkings online casino https://online2casino.com/

  • real online casino Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    casino online bonus no deposit https://onlinecasinos4me.com/

  • dating sites for seniors Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    meet site https://onlinedatingservicesecrets.com/

  • best web dating site Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    totally free dating service https://zonlinedating.com/

  • 100% free dating sites no fees Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    dating sites https://virtual-online-dating-service.com/

  • dating direct Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    singles online dating https://freeadultdatingpasses.com/

  • personals women Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    over dating https://lavaonlinedating.com/

  • adult chat free Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    best date online https://wowdatingsites.com/

  • all free dating site Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    european dating site uk https://speedatingwebsites.com/

  • free dating sites women Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    tinder gratis https://online-internet-dating.net/

  • dating sites that are totally free Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    40 online dating https://adult-classifieds-online-dating.com/

  • websites online Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    sites online dating https://adult-singles-online-dating.com/

  • english dating sites Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    naked dating https://onlinedatingbabes.com/

  • dating singles Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    free chat https://freephotodating.com/

  • gay black man dating white guy Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    gay dating simulator tumblr https://datinggayservices.com/

  • how to delete surge gay dating profile Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    gay movie online dating https://gayedating.com/

  • best gay dating apps for men over 40 Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    gay mature daddy dating site https://gay-singles-dating.com/

  • free vpn usa Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    free vpn for firestick https://rsvpnorthvalley.com/

  • uf health vpn Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    express vpn free download https://free-vpn-proxy.com/

  • vpn ratings Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    best vpn for windows 2022 https://superfreevpn.net/

  • how to buy a vpn server Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    best vpn 2018 reddit https://imfreevpn.net/

  • tunnelbear free vpn Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    best budget vpn https://ippowervpn.net/

  • best vpn for fire tv Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    best free vpn pc https://freehostingvpn.com/

  • best vpn for uk Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    best vpn for ubuntu https://shiva-vpn.com/

  • golden nugget online casino michigan Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    online casino for real money https://all-online-casino-games.com/

  • new online casino pa Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    gta online casino heist https://ownonlinecasino.com/

  • online mobile casino Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    fast payout online casino https://onlineplayerscasino.com/

  • online casino stock Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    secure online casino https://casino-online-jackpot.com/

  • betmgm casino online Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    which online casino has the best payouts https://casino-online-roulette.com/

  • online casino black jack Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    casino online free bonus https://vrgamescasino.com/

  • live casino online real money Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    online casino colorado https://1freeslotscasino.com/

  • online casino paypal Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    gta online casino heist payout https://cybertimeonlinecasino.com/

  • mgm grand online casino michigan Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    el royale casino online https://internet-casinos-online.net/

  • stardust casino online Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    golden nugget casino online nj https://free-online-casinos.net/

  • pa online casino real money no deposit Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    online casino free spins no deposit https://9lineslotscasino.com/

  • gokken in online casino Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    online casino no deposit welcome bonus https://onlinecasinosdirectory.org/

  • resorts online casino app Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    same day payout online casino https://trust-online-casino.com/

  • super slots online casino Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    mgm casino online michigan https://newlasvegascasinos.com/

  • free online casino no deposit Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    online casino games that pay real money https://onlinecasinofortunes.com/

  • firekeepers casino online Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    diamond online casino https://firstonlinecasino.org/

  • casino royale full movie online free Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    casino world online https://download-casino-slots.com/

  • dissertation statistics help Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    best dissertation writing service uk https://customthesiswritingservices.com/

  • example of dissertation Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    do my dissertation https://dissertationhelperhub.com/

  • getting help online Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    thesis defense https://dissertationhelpspecialist.com/

  • uk dissertation help Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    masters dissertation writing services uk https://writingadissertationproposal.com/

  • dissertation template Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    buy dissertation writing services https://customdissertationwritinghelp.com/

  • masters dissertation Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    dissertation methodology https://businessdissertationhelp.com/

  • writing your dissertation Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    doctoral dissertation help thesis https://bestdissertationwritingservice.net/

  • get help with dissertation Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    getting help online https://writing-a-dissertation.net/

  • writing a master's dissertation Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    chicago illinois dissertation help https://examplesofdissertation.com/

  • buy dissertation writing services Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    online dissertation writing https://accountingdissertationhelp.com/

  • need help Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    doctoral dissertation writing help https://dissertationhelpexpert.com/

  • uga dissertation Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    a dissertation https://dissertationwritingcenter.com/

  • dissertation handbook Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    find a dissertation https://helpwithdissertationwritinglondon.com/

  • dissertation proposal methodology example archived Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    dissertation plan https://professionaldissertationwriting.com/

  • dissertation writing services Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    dissertation write up https://professionaldissertationwriting.org/

  • 1resting-place Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    1warcraft

  • 2scapegrace Notice: Trying to get property 'comment_date' of non-object in /customers/3/c/d/marwandbahand.com/httpd.www/wp-includes/comment-template.php on line 558

    1graphic