IT Service Management Foundation

ITIL QUICK REFERENCE GUIDE - SERVICE SUPPORT

CONFIGURATION MANAGEMENT INCIDENT MANAGEMENT PROBLEM MANAGEMENT
1. CMDB 1. INCIDENT = EVENT NOT PART OF STANDARD 1. PROBLEM = UNKNOWN UNDERLYING CAUSE OF
2. CONFIGURATION ITEM (CI) OPERATION, CAUSING INTERRUPTION / ONE OR MORE INCIDENTS
3. ATTRIBUTES REDUCTION OF SERVICE 2. SUPPORT FOR MAJOR INCIDENTS
4. PLANNING 2. RESTORE SERVICE AS QUICKLY AS POSSIBLE 3. PROBLEM CONTROL
5. IDENTIFICATION 3. INCIDENT LIFECYCLE 4. ROOT CAUSE ANALYSIS
6. CONTROL 4. KNOWLEDGE BASE 5. ERROR CONTROL
7. STATUS ACOUNTING 5. IMPACT + URGENCY = PRIORITY 6. KNOWN ERROR = ROOT CAUSE KNOWN &
8. VERIFICATION & AUDIT 6. FUNCTIONAL / HIERACHICAL ESCALATION WORKAROUND / PERMANENT ALTERNATIVE
9. C.I. LEVEL 7. INCIDENT HANDLING PROCEDURE FOUND
10. CONFIGURATION BASE LINE - snapshot in time 7. PROACTIVE PROBLEM PREVENTION
11. PARENT, CHILD, CONNECTED TO, etc. 8. KNOWN ERROR DATABASE
9. RAISE RFC TO RESOLVE KNOWN ERROR.

SERVICE DESK CHANGE MANAGEMENT RELEASE MANAGEMENT

1. FUNCTION NOT PROCESS 1. RFC / FSC / PSA 1. DEFINITIVE SOFTWARE LIBRARY (DSL)
2. CENTRAL POINT OF CONTACT 2. CHANGE ADVISORY BOARD (CAB) 2. ONLY AUTHORISED SOFTWARE
3. OVERSEE RESTORATION OF SERVICE 3. CATEGORY - MINOR (CHANGE MANAGER 3. DEFINITIVE HARDWARE STORE (DHS)
4. HANDLE INCIDENTS AND REQUESTS APPROVAL) 4. VERSION / RELEASE NUMBERING
5. INTERFACE TO OTHER ITSM DISCIPLINES 4. CATEGORY - SIGNIFICANT (CAB APPROVAL) 5. PLANNING
6. INCIDENT CATEGORISATION 5. CATEGORY - MAJOR (BOARD APPROVAL) 6. DESIGNING / BUILDING / CONFIGURING
7. OWNERSHIP OF INCIDENTS 6. URGENT / EMERGENCY (CAB/EC APPROVAL) 7. ACCEPTANCE
8. LOCAL / CENTRAL / VIRTUAL 7. RISK, IMPACT, NEEDS, PRIORTY, AUTHORISE 8. COMMUNICATION / PREPARATION / TRAINING
9. METRICS & REPORTING 8. STANDARD / BASIC / URGENT PROCEDURES 9. DISTRIBUTION / IMPLEMENTATION
10. COMMUNICATION & PROMOTION 9. STAGE 1 - REGISTER, ACCEPT, PRIORTISE 10. RELEASE POLICY
11. NON-SKILLED / SEMI- SKILLED / EXPERT 10. STAGE 2 - CATEGORY, AUTHORISATION, 11. RELEASE UNIT - DELTA
SCHEDULING 12. RELEASE UNIT - FULL
11. STAGE 3 - BUILD, TEST 13. RELEASE UNIT - PACKAGE
12. STAGE 4 - IMPLEMENT, BACKOUT
13. STAGE 5 - REVIEW, CLOSE

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IT Service Management Foundation

ITIL QUICK REFERENCE GUIDE – SERVICE DELIVERY

SERVICE LEVEL MANAGEMENT FINANCIAL MANAGEMENT FOR IT AVAILABILITY MANAGEMENT
1. SERVICE CATALOGUE SERVICES 1. AVAILABILITY - % OR HOURS DOWNTIME
1. BUDGETING / IT ACCOUNTING / CHARGING
2. SERVICE LEVEL REQUIREMENT (SLR) 2. RELIABILITY
2. OVERHEAD / BREAKEVEN / PROFIT
3. SERVICE LEVEL AGREEMENT (SLA) 3. MAINTAINABILITY
3. COST / COST PLUS / GOING RATE / MARKET RATE
4. OPERATIONAL LEVEL AGREEMENT (OLA) 4. SERVICEABILITY
/ FIXED PRICE
5. UNDERPINNING CONTRACT (UC) 5. RESILIENCE
4. CAPITAL, OPERATIONAL, DIRECT, INDIRECT
6. DEFINING, NEGOTIATING, AGREEING 6. SECURITY (CIA)
5. FIXED, VARIABLE
7. MONITORING, MEASURE & REPORT FOR 7. AST-DT / AST* 100=%
6. HARDWARE COST TYPE
COMPLIANCE 8. (M)TTR, (M)TBF, (M)TBSI
7. SOFTWARE COST TYPE
8. SLA IS A TWO WAY AGREEMENT 9. DETECTION ELAPSED TIME, RESPONSE
8. PEOPLE COST TYPE
9. SLA IS NOT A CONTRACT 10. DIAGNOSIS, REPAIR, RECOVER, RESTORE
9. ACCOMMODATION COST TYPE
10. CONTENTS OF SLA 11. CFIA/FTA/SOA/TOP
10. EXTERNAL SERVICE COST TYPE
12. AVAILABILITY PLAN
11. TRANSFER COST TYPE

CAPACITY MANAGEMENT IT SERVICE CONTINUITY MANAGEMENT

1. COST VS. CAPACITY, SUPPLY VS. DEMAND 1. CRITICAL SERVICES / BUSINESS CONTINUITY
2. BUSINESS CAPACITY MANAGEMENT 2. THREATS
3. SERVICE CAPACITY MANAGEMENT 3. VULNERABILITY
4. RESOURCE CAPACITY MANAGEMENT 4. RISK ANALYSIS
5. APPLICATION SIZING 5. COUNTERMEASURES
6. ITERATIVE ACTIVITIES (TUNING) 6. MANUAL PROCESSES / RECIPROCAL
7. DEMAND MANAGEMENT ARRANGEMENT
8. MODELLING 7. COLD STANDBY (GRADUAL RECOVERY)
9. CDB REPOSITORY 8. WARM STANDBY (INTERMEDIATE RECOVERY)
10. BUSINESS PEAKS AND TROUGHS 9. HOT STANDBY (IMMEDIATE RECOVERY)
11. CAPACITY PLAN 10. BUSINESS IMPACT ANALYSIS / RISK ANALYSIS
11. ASSESS OPTIONS / PRODUCE PLAN
12. TEST / MAINTAIN

ITSMF V5.1 ITIL Quick Reference Guide Page 168