Okasha Academy

Course Timing

• Duration
Starts on 17th of Aug to 19th of May
from 6:00 PM to 9:00 PM EGY time
from 7:00 PM to 10:00 PM KSA time

Breaks
1 break for 15 mins at 8:30 PM and Back 8:45 PM

2
Course Contract

1- Questions Allowed through chat

2- Video and Audio should be closed for all
students.
3- General questions will be after the training
session for 30 mins

3
Module 6 : Other ITIL Practices

• General Management Practices

• Service Management Practices
• Technical Management Practices

4
 ITIL Practices Redefined
ITIL Practice: A set of organizational resources designed for
performing work or accomplishing an objective.

• 7 Key Examinable Practices • Other Examinable Practices

• Continual Improvement • Relationship Management

• Service Level Management • Information Security Management
• Change Control • Supplier Management
• Incident Management • Service Configuration
• Service Request Management Management
• Service Desk • IT Asset Management
• Problem Management • Monitoring and Event
Management
• Release Management
• Deployment Management
5
Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is reproduced under license from
AXELOS Limited. All rights reserved.
Other ITIL Practices

• Relationship Management
• Information Security Management
• Supplier Management
• Service Configuration Management
• IT Asset Management
• Monitoring and Event Management
• Release Management
• Deployment Management

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Relationship Management

• Purpose: To establish and nurture the links between

the organization and its stakeholders at strategic and
tactical levels.
• Activities include identifying, analyzing, monitoring,
and facilitating the continual improvement of
relationships with stakeholders.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

7
Relationship Management

• The Relationship Management practice should:

• Understand the needs and drivers of stakeholders to
appropriately prioritize products and services.
• Obtain a high level of stakeholder satisfaction.
• Establish and maintain a constructive relationship between
the organization and stakeholders.
• Effectively establish and articulate priorities for new or
changed products and services, making sure they align with
desired business outcomes.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

8
Relationship Management

• Satisfactorily handle any stakeholders’ complaints and

escalations.
• Appropriately mediate conflicting stakeholder requirements.
• Ultimate goal is to facilitate and maintain positive relationships
with stakeholders to ensure value creation for all stakeholders
and the organization.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

9
Strategic BRM Role

• Strategic BRM – or business partner – is a role that offers

organizations a unified, common purpose and the method of
delivering shared outcomes and business value.
• BRM is not only associated with service management but with
business transformation.
• Strategic BRM is about leading the conversation based on the
knowledge of business drivers and IT capabilities.
 Strategic BRM Role

A business relationship manager needs to have skills like:

• Business acumen and awareness of strategic drivers
• Articulate what it means regarding the business portfolio and business investment
• Understand how investment connects to transformation projects
• A creative mindset
• Enough understanding about service delivery to be able to connect and orchestrate
further engagement
• Emotional intelligence
• Empathy – bucketloads of it!
• Diplomacy
• Knowing the good time to have a conversation, or not.
Activity

13
Information Security Management
• Purpose: To protect the information needed by the
organization to conduct its business.
• Understand and manage risks to confidentiality, integrity
and availability of information, authentication, and non-
repudiation.
• Establish policies, processes, behaviors, risk management, and
controls, which must maintain a balance between:
• Prevention: Ensuring that security incidents don’t occur.
• Detection: Rapidly and reliably detecting incidents that
can’t be prevented.
• Correction: Recovering from incidents after they are
detected.
Information Security Management

• ITIL security management is based on the ISO 27001 standard.

"ISO/IEC 27001:2005 covers all types of organizations”
• Information Security interacts with every other ITIL practice.
• Balance the needs for security controls with the needs for
innovation.
• Must be driven from the most senior level in the organization,
based on clearly understood governance requirements and
organizational policies.
• Very dependent on the behavior of people!
Procedures that supports information security
management

• Information security incident management process

• Risk management process
• Control review and audit process
• Access management process
• Event management
• Procedures for penetration testing, vulnerability scanning, etc.
• Procedures for managing information security related changes,
such as firewall configuration changes.
Important to know about Information Security

• Information security management must be driven from the most senior level
in the organization, based on clearly understood governance requirements
and organizational policies.
• Most organizations have a dedicated information security team, which
carries out risk assessments and defines policies, procedures, and controls.
• Information security is critically dependent on the behavior of people
throughout the organization.
• Staff who have been trained well and pay attention to information security
policies and other controls can help to detect, prevent, and correct
information security incidents. Poorly trained or insufficiently motivated
staff can be a major vulnerability.
Activity

18
Supplier Management

• Purpose: To ensure that the organization’s suppliers and

their performance are managed appropriately to support
the provision of seamless, quality products and services.
• Create closer, more collaborative relationships.
• Uncover and realize new value.
• Reduce risk of failure.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

19
Supplier Management
• Key activities include:
• Create a single point of visibility and control to ensure
consistency.
• this should be across all products, services, service components, and
procedures provided or operated by internal and external suppliers,
including customers acting as suppliers.
• Maintain a supplier strategy, policy, and contract
management information.
• Negotiate and agree on contracts and arrangements:
• Agreements need to be aligned with business needs and service
targets. Contracts with external suppliers might need to be
negotiated or agreed through the legal, procurement, commercial,
or contracts functions of the organization. For an internal supplier
there will need to be an internal agreement.
Supplier Management

• Manage relationships and contracts with internal and external

suppliers:
This should be done when planning, designing, building, orchestrating,
transitioning, and operating products and services, working closely with
procurement and performance management.
• Manage supplier performance:
should be monitored to ensure that they meet the terms, conditions,
and targets of their contracts and agreements,.
Supplier models

• Insourcing: Business practice in which work that would otherwise have been
contracted out is performed in house.
• Outsourcing: Outsourcing uses the developed workforce of an outside organization
to perform tasks and also the resources of an outside organization for services
and manufacturing products.
• Single-source/partnership : to outsource a single partner who will be responsible for
the entire process. They cannot blame others for non-performance or delay in
delivery. This sense of responsibility results in effective and efficient delivery of
product or service.
• Multi-sourcing : is an approach to outsourcing in which IT operations and
technology infrastructure are contracted to a number of vendors, usually in
combination with some internally provided elements of information technology.
Single-
Multi-
Insourcing Outsourcing source/
sourcing
partnership
Activity

23
 Service Configuration Management
Configuration Item (CI): Any component that needs to be
managed in order to deliver an IT service.

• Purpose: To ensure that accurate and reliable information about the

configuration of services, and the CIs that support them, is available when
and where it is needed. This includes information on how CIs are configured
and the relationships between them.
• Collects and manages information about a wide variety of CIs, typically
including:
• Hardware
• Software
• Networks
• Buildings
• People
• Suppliers
• Documentation
• Services are also treated as CIs
Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is24reproduced under license from
AXELOS Limited. All rights reserved.
 Simplified Service Model for a Typical IT Service

25
Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 5.29 ITIL® Foundation, ITIL 4
Edition, p. 140).
 IT Asset Management
IT asset: Any financially valuable component that can
contribute to delivery of an IT product or service.

• Purpose: To plan and manage the full lifecycle of all IT assets, to help the
organization:
• Maximize value
• Control costs
• Manage risks
• Support decision-making about purchase, reuse, and retirement of assets
• Meet regulatory and contractual requirements
• Activities include:
• Define, populate, and maintain the asset register.
• Control the asset lifecycle in collaboration with other practices.
• Provide current and historical data, reports, and support to other practices.
• Audit assets, related media, and conformity.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is26reproduced under license from
AXELOS Limited. All rights reserved.
Activity

Discussing the General Management Practices

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Monitoring and Event Management

• Event: Any change of state that has significance for

the management of an IT service or other
configuration item (CI).
• Purpose: To systematically observe services and service components, and
record and report selected changes of state identified as events.
• Events are typically recognized through notifications created by a service,
CI, or monitoring tool.
• Identify and prioritize events, including infrastructure, services, business
processes, and information security events.
• Establishes the appropriate response.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is reproduced under license from
AXELOS Limited. All rights reserved.
28
Key Activities of Event Management
• What should be monitored, and establishing the monitoring strategy
• Implementing and maintaining monitoring
• Establishing and maintaining thresholds
• Establishing and maintaining policies for event handling
• Implementing processes and automations

Material based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

29
Release Management

• Release: A version of a service or other configuration item,

or a collection of configuration items, that is made
available for use.
• Purpose: To make new and changed services and features available for use.
• Release components could include:
• Infrastructure and application components
• Documentation
• Training (for users or IT staff)
• Updated processes or tools
• Any other needed components
• Release plans and release schedules
• Waterfall vs. Agile approaches
• Traditional/Waterfall: Release occurs before deployment
• Agile/DevOps: Deployment occurs before release

30

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is reproduced under license from
AXELOS Limited. All rights reserved.
Release Management in Traditional/Waterfall
Environments

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 5.25 ITIL® Foundation, ITIL 4
Edition, p. 135).

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Release Management in Agile/DevOps
Environments

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 5.26 ITIL® Foundation, ITIL 4
Edition, p. 135).

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Activity

Discussing the Service Management Practices

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Deployment Management
• Purpose: To move new or changed hardware, software, documentation,
processes, or any other component to live environments. It may also be
involved in deploying components to other environments for testing or
staging.
• Collaborates closely with Release Management and Change Control
practices.
• Encompasses hardware provisioning and software deployment.
• Deployment approaches:
• Phased deployment
• Continuous delivery
• Big bang deployment
• Pull deployment
• Secured locations for deployment:
• Definitive Media Library for software code
Definitive Hardware Store for physical hardware spares
®

•
Based upon AXELOS ITIL material. Material is reproduced under license from AXELOS Limited. All rights reserved.

• Often highly automated and even self-service.

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How Deployment is Evolving
• Traditionally, deployment is a high-risk event.
• Change errors are a major cause of incidents.
• New practices, such as Agile and DevOps, attempt to make deployment
activities more routine and frequent to minimize the incidents and errors.
• Additional technical practices that have been successful include:
• Automating the deployment pipeline.
• Emphasizing high quality.
• Using automated testing methods.
• Using small batch sizes.
• Maintaining rigorous version control of applications and environments.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

35
Activity

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