ITIL V3 Foundation Cheet Sheet* - By Abhilesh Chandra
[email protected]
Service Level Management monitor->report->evaluate->Negotiate & Agree
Service Measurement & Reporting Baseline, Metrics: Technology, Process, Service
*author is not liable for any mistakes in the material
1. Service Strategy -----> Demand Management visualize customer's business activity and plan in terms of demand needed for supporting services. Service Portfolio Management Service Pipeline, Service Catalogue (contains: Service Desc, functional specs, options, Availability, Capacity etc)
Retired Services Financial Management Budegeting, IT accouting, Charging
3. Service Transition -----> Supplier Management Establishing new suppliers Supplier Contract Database supplier & contract setup, categorization, manintenance Information Security Mgt Change Mgt Innovation, Improvement, Modification, Confidentiality, Integrity, Availability Corrections Threat->Incident->Damage->Control Change case, Change Advisory Board(CAB), Change Model, Request for Change Service Catalogue (SC) Mgt Service Validation and Testing Business SC, Technical SC V Model-> Config vs Testing Availability Management MTBF (UPTIME), MTRS(DOWNTIME), MTBSI (MTRS+MTBF) IT Service Continutiy Management Risk Assessment & Business Continuity Management Countermeasures: workaround, Recovery mode: gradual, intermediate, immediate, Reciprocal Arrangement Capacity Management (CM) Business CM, Service CM, Component CM Capacity Database contains: Capacity planning, forecast reports, performance monitoring, expection reports, tuning, baseline Service Level Management (SLM) SLA with customers, Underpinning Contracts with external supplier, OLA(Operational level Aggreement) with internal supplier
Release & Deployment Mgt Definitive Media Library (DML), Definitive Spares, Config Mgt Database (CMDB) Release styles: Big bang v Phased, Push v Pull, Automation v Manual, Service Asset & Config Mgt Config items (CI), their status accounting, Configuration baseline Knowledge Mgt Make knowledge avaiable across organization Data->Info->Knowledge->Wisdom
CSI improvement process Vision->Baseline->Target->Improvements ->Measurements & metrics Deming Cycle: Plan->Do->Check->Act What should be measured->What can be measured >gather data->process data->Analyse data->Present >Corrective action 4.Service Operation -----> Supplier & Contract Management/Performance Contract renewal/termination
Request Fulfillment Mgt Service Request->for info, advice, standard change or for access to an IT service. NOT a normal Change fulfil user request carried out by service desk, desktop support…. Access Mgt Grant access to authorized users. Protech CIA of info n infra Event Mgt state that has significant for mgt of CI Problem Mgt Incident -> Problem-> Known Error->KEDB, workaround Incident Mgt Incident->Interruption to an IT service Application Management Function support & maintain applications IT Operations Mgt Function Maintain operations of IT Infra. IT Operations Control (Back up, print..) Facilities Mgt (Data Centres, Recover sites.) Technical Mgt Function supprts IT infra(server, network, storage..) Service Desk Mgt Function Service desk types-> Call, Helpdesk, servicedesk Service desk org. structures Incident, Service Request, RFC, Access Rights
design service levels
