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ITIL V2 - Foundation Essentials

ITIL v2 Foundation essentials provides an overview of key ITIL processes. It discusses the history and objectives of ITIL as a framework for IT service management best practices. Key processes covered include configuration management, service desk, incident management, problem management, change management, release management, service level management, capacity management, availability management, IT service continuity management, financial management, and security management. Each process is defined in terms of its goals, responsibilities, and lifecycle where applicable.

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Rodrigo Silva
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847 views5 pages

ITIL V2 - Foundation Essentials

ITIL v2 Foundation essentials provides an overview of key ITIL processes. It discusses the history and objectives of ITIL as a framework for IT service management best practices. Key processes covered include configuration management, service desk, incident management, problem management, change management, release management, service level management, capacity management, availability management, IT service continuity management, financial management, and security management. Each process is defined in terms of its goals, responsibilities, and lifecycle where applicable.

Uploaded by

Rodrigo Silva
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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ITIL v2 Foundation essentials

ITIL history
– A set of Best Practices
– ITIL framework of processes
– Standard vocabulary
• IT challenges
• The support problem
• Processes and procedures
• IT Service Management objectives
• Quality and the Deming cycle

Configuration Management
• Goal
– Infrastructure information
– Close Control the Infrastructure
• Responsibilities
– Plan, Identify, Control, Status Accounting, Verification & Audit
– Configuration item
– Categories, Attributes, Relationships, Status, History, Unique, Ref. No.
– CMDB: Scope and Detail
– Baseline
Configuration Management supports all other processes and it is more than assets register

Service Desk
• Goal
– SPOC
– Facilitate Service Restoration
– Deliver support to meet Service Level Agreements (business goals)
– Support Changes, generate reports, communicate and promote Services
• Responsibilities
– Receive, record and track calls
– Escalation and referral
• Incident lifecycle Management
• Types and structures of Service Desk
Always remember:
Service Desk is a function not a process
Incident Management
• Goals
– Restore service ASAP whilst minimizing impact
– Ensure to meet Service Level Agreements
• Responsibilities
– Incident detection, recording
– Classification, initial support
– Investigation, diagnosis
– Resolution and recovery. Incident closure
– Incident Control
– Incident Ownership, monitor, track & communication
• Incident Lifecycle Management
• Classification – Priority, Category and Incident Matching

Problem Management
• Goals
– Reduce to minimum impact of Incidents and Problems
– Prevent Incidents recurrence
– Improved use of resources
• Responsibilities
– Problem Control
– Error Control
– Assist with Major Incidents
– Proactive Prevention
– Management Information
– Complete Major Problem Reviews
• Reactive to Proactive
– Stop problems from Occurring / Recurring

Change Management
• Goals
– Approve changes with an acceptable level of risk and cost
• Responsibilities
– Manage the process: accept, filter and record RFCs; assess impact, cost,
benefit and risk; justification and approval; manage and coordinate
implementation; chair CAB and CAB/EC; monitoring and reporting; review and
closure
• CAB and CAB/EC
– Membership
– Advisory role
– Assess impact, urgency and resources
– Urgent changes
• Urgency/Priority/Impact
Process always ends with a change review (PIR – Post Implementation Review)

Release Management
• Goal
– Plan, oversee rollout of releases; design & implement, distribution &
installation procedures; ensure sw and hw changes are traceable, work closely
with configuration and Change Management
• Responsibilities
– DSL and DHS; release plans and policies, build release, testing, acceptance,
sign off, manage release, distribute and install sw and hw, audits,
communication and training
• Releases and version control
• Release Management – Operational; Change Management – Control; Configuration
Management - Administration

Service Level Management


• Goals
– Improve service quality
– Measurable service levels
– Balance between customer demand and services capabilities
• Responsibilities
– CRM - Customer Relationship Manager
– Service Catalogue
– Service Level Requirements; Negotiate, prepare & monitor agreements,
Service Level Agreements (SLA), Operational Level Agreements (OLA) and
Underpinning Contracts (UC)
– Service Improvement/Quality plans (SIP)
• Minimum requirements for an agreement
– Period, service description, availability, response times, signature

Capacity Management
• Goals
– Right amount, right time, efficiently and cost effectively
• Sub-Processes
– Business Capacity Management
– Service Capacity Management
– Resources Capacity Management
• Activities
– Demand Management
– Performance Management
– Capacity Planning
– Capacity Database
– Sizing
– Monitoring

Availability Management
• Goals
– Plan and Manage availability
– Guarantee CIs are supported by internal or external contracts
– Propose changes to prevent loss of service
• Responsibilities
– Predict and design availability and security
– Availability Plan
– Monitor availability levels in order to meet Service Level Agreements (SLAs)
and Operational Agreements (OLAs)
• Assessing RISK – CRAMM
• Availability calculation
– MTBSI
– MTTR
– MTBF

IT Service Continuity Management


• Support business services in case of disaster
• Part of Service Planning & Design
• The IT Service Continuity Plan
– Controlled guidance to fast and controlled recovery
– Restrict access
– Contents (Admin, Infrastructure, People, Return to normal)
– Options (Cold, Warm & Hot Standby)
– Regular testing
• Roles and Responsibilities

Financial Management for IT Services


• Budgeting & IT Accounting
– Know and understand costs
– Need to manage changes with low level of risk
– Cost units
– Cost types
• Charging
– Determine IT charges to SLA
– Influence customer behaviour
• Considerations
– Cost estimation, planning, budgeting and decision making are done with
minimized risk
Security Management
• Security Consideration
• CIA – Confidentiality, Integrity, Accessibly

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