ITIL Notes

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ITIL Core Life Cycle

Service Strategy – Design, Develop, Implement

Service Design – Design, Development Focus

Service Transition – Implementation Focus

Service Operation – Achieving Effectiveness & Efficiency

Continual Service Improvement – Guidance to Realize

Improvements

ITSM – IT Service Management – Set of specialized

organizational capabilities and resources

Capabilities – Allow organizations to transform these resources

into consumer goods & services

Resource - A generic term that includes IT Infrastructure, people,

money or anything else that might help to deliver an IT Service

Service Asset – Any capability or resource of a Service

Provider. It includes anything that contributes to the delivery of a service

Capabilities – Management, Organization, Processes,

Knowledge, People

Resources – Financial Capital, Infrastructure, Applications,

Information, People

Service Provider Types – 1. Internal 2. Shared 3. External

Function – Departments, groups, & teams of people and

the tools they use

Processes – A coordinated set of activities designed to

accomplish a specific objective

Roles – All staff involved in process & service delivery

Types of Roles – 1. Process Owner – Define & Develop

process strategy & policy

2. Service Owner

– Acts as primary customer contact, ensures ongoing service & identifies improvement

3. Process Manager - Works with Process Owner to plan & coordinate process activities

4. Process Practitioner - Carries out one or more activities of a process

Authority Matrix - RACI

R - Responsibility - Correct execution of process activities

A - Accountability - Ownership of quality and end result of process

C - Consulted - Involvement through input of knowledge and information

I - Informed - Receiving information about process execution and quality

Only one person can be accountable for an activity

Service Management Technologies

Automation - Impact on performance of service assets such as management, organization, people, process, knowledge & Information

Service Automation - Assists integrating Service Management process and removing variations

Examples

Design & Modeling

Service Catalog

Pattern Recognition Analysis

Classification

Detection

Optimization

Process Framework

Processes are measurable

Processes have specific results

Processes customers

Processes respond to specific events

ITIL Life Cycle

ITSM

RACI

Service Managent Technologies

Process Framework