Itil Foundation 2011 Glossary 481u1a

Glossary - ITIL® Foundation 2011 No 1 2

What is ITIL?

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What is Service Management? What is IT Service Management (ITSM)? Service

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4 perspectives of ITSM What is a process?

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Characteristics of a process

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Function

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Role

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Service owner

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Process owner

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What is RACI?

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Capabilities

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Resources

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Types of service provider Best Practice

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Customer

Description/Explanation Information technology Infrastructure Library- A set of best-practice publications for IT service management A set of specialized organizational capabilities for providing value to customers in the form of services The implementation and management of quality IT services that meet the needs of the business A means of delivering value to Customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks. People, partners, process, products A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders Processes are measurable, delivers specific results, deliver primary outcomes to customers or stakeholders, responds to specific events (Triggers) A team or group of people and the tools or other resources they use to carry out one or more processes or activities. E.g. Service desk A set of responsibilities, activities and authorities assigned to a person or team A role responsible for managing one or more services throughout their entire lifecycle. Responsible for developing strategy for their service E.g. Owner of Email service The person who is held able for ensuring that a process is fit for purpose. His responsibilities include sponsorship, design, continual improvement of the process and its metrics A model used to help define roles and responsible. RACI stands for Responsible, able, Consulted and Informed The ability of an organization, processes, people, management, and Knowledge. They are intangible assets of an organization. A generic term that includes IT infrastructure, people, money, or anything else that might help to deliver an IT service. Resources are also considered to be tangible assets of an organization. Internal (Type1), Shared Services unit (Type II), External service provider (Type III) Proven activities or processes that have been successfully used by multiple organizations. E.g. ITIL is an example of best practice Someone who buys goods and services.

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Value creation What is Utility?

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What is Warranty?

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3 Service Packages

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Business case

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Risk

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5 Lifecycles of ITIL

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Purpose of Service Strategy

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Processes of Service Strategy

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Purpose of Service Portfolio management

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What does Service portfolio contain? Service pipeline

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Service catalogue

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Retired services Service Portfolio management process activities Investment categories

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What is the purpose of Financial management for IT services? Benefits of Financial management process 3 activities of Finance management Purpose of Demand management

A person who uses the IT Service on a day to day basis. Created by combination of Utility and Warranty Fit for purpose – Functionality/Features offered to meet a particular need (what a service does). Fit for use – How the service is delivered Warranty refers to Availability, Capacity, continuity and Security Core Service package, ing Service package, Service Level package Justification for a significant item of expenditure. Includes information about costs, benefits, options, issues, risks and possible problems Risk is defined as uncertainty of outcome, whether positive opportunity or negative threat Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement Design, develop and implement service management as a strategic asset and assisting growth of the organization. Define the strategic objectives of the IT organization. Strategy management for IT services, Service Portfolio management, Finance management for IT services, Demand management, Business Relationship management To ensure that the service provider has the right mix of services to balance the investment in IT To track investments throughout their lifecycle and ensure that appropriate returns are achieved Service pipeline, Service catalogue and Retired services A document listing all IT services that are under consideration or development, but are not yet available to customers A document with information about all live IT services, including those available for deployment Decommissioned services Define, Analyze, Approve, Charter Run the Business (RTB) Grow the Business (GTB) Transform the Business (TTB) To secure the appropriate level of funding to design, develop and deliver services. It identifies the balance between cost and quality of service Enhanced decision making, Financial compliance and control, Improved insight and communication of the value created by IT services etc. Budgeting, ing and Charging To understand, anticipate and influence customer demands for services and to work with Capacity

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Objectives of Demand management

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What is PBA?

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profiles

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Purpose of Business Relationship management process Key activities of BRM process Scope of BRM

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Purpose of Service Design

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What are the aspects of Service Design?

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Primary output of Service Design Contents of Service Design Package (SDP)

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4 P’s of Service Management Processes in Service Design

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Purpose of Service Catalogue Management

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2 view structure of Service Catalogue What is Business Service Catalogue?

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management to ensure the Service provider has capacity to meet its demand Identify and analyze patterns of business activity (PBA). Define and analyze profiles and influence the demand A workload profile of one or more business activities. Represents changing business demands A pattern of demand for IT services. Each profile includes one or more PBAs To establish and maintain relationship between the service provider and customer based on understanding the customer and their changing business needs Being the voice of the service provider to the customer Being the voice of the customer to the service provider Business outcomes that the customer wants to achieve How to optimize services for the future Ensuring high levels of customer satisfaction etc. The main purpose of service design stage of the lifecycle is the design of new or changed services together with governing IT practices, processes and policies for introduction into the live environment Design Management information systems and tools Design of service solutions Design of technology architectures Design processes Design measurement methods and metrics Service Design Package (SDP) Business Requirements, Service Applicability, Service s, Service Functional Requirements, Service Level Requirements, Service Program, Service Transition Plan, Service Operational Plan, Service Acceptance Criteria, Service Design & Topology, Organizational Readiness Assessment etc. People, Products, Partners, Processes Service Catalogue Management Service Level Management Supplier Management Capacity Management Availability management IT Service Continuity management Information Security management Design co-ordination To provide and maintain single source of consistent information on all operational services, and those being prepared to run operationally, and to ensure that it is widely available to those who are authorized to access it Business Service Catalogue, Technical Service Catalogue This contains details of all the IT services delivered to the customer (customer facing services) together with the

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What is Technical Service Catalogue?

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3 view structure of Service Catalogue Purpose of Service Level management

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Service level requirements (SLR) What is service Level agreement (SLA)?

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Operational level agreement (OLA)

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SLAM chart

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SLA structures

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Service Improvement plan Purpose of Supplier management

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Categorization of Suppliers Under Pinning contract (UC) What is SCD? Purpose of Capacity management Sub processes of Capacity management Business capacity management Service Capacity management

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Component capacity management

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Contents of Capacity

relationships to the business units and business processes that rely on the IT services This contains details of all the ing IT services, together with relationships to the customer facing services they underpin and the components Wholesale Customer view, Retail customer view, ing services view To ensure that all the current and planned IT services are delivered to agreed achievable targets and to correct or improve the level of service delivered Detailed recording of the customer’s needs, forming the basis for design criteria for the new or changed service An agreement between an IT Service provider and a customer. The SLA describes the IT service, Service level targets and specifies the responsibilities of the IT service provider and the customer Internal agreement with another function of the same organization which s the IT service provider in their delivery of their services A service level agreement monitoring (SLAM) chart is used to help monitor and report achievement against Service Level targets Service-based SLA, Customer-based SLA, Multi-levelbased SLA (Corporate level, Customer level, and Service level) Formal plans to implement improvements to a process or service. To manage suppliers and to obtain value for money from suppliers to provide seamless quality of IT service to the business and ensure that underpinning contracts and agreements with suppliers are aligned to business needs and they meet their contractual commitments Strategic, Tactical, Operational and Commodity Contract with an external supplier that s the IT organization in the delivery of their services Supplier and Contracts database To ensure that cost justifiable IT capacity in all areas of IT always exist and is matched to the current and future agreed needs of the business in a timely manner Business capacity management, Service capacity management, Component capacity management Manage capacity to meet future business requirements for IT services Management, control and prediction of the end to end performance and capacity of the live operational service usage and work loads Management, control and prediction of the performance, utilization and capacity of individual IT technology components Capacity performance reports, data, forecasts and

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management information systems (CMIS) What is Application sizing? What is modeling?

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What is fine tuning?

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Purpose of Availability management

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Availability

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Formula to calculate availability Reliability

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Maintainability

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Serviceability

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Vital Business Functions (VBFs) What is MTRS?

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What is MTBF?

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What is MTTR?

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Purpose of IT service continuity management process?

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Business Impact Analysis (BIA)

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Activities of IT service continuity management What is Business Continuity management (BCM)? Purpose of IT Security Management

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Confidentiality

Capacity plans Determining the hardware or network capacity to new or modified applications and the predicted workload A technique that is used to forecast the behavior of the system, process, CI etc. under certain conditions Modifications made for better utilization of current infrastructures To ensure both the current and future availability needs of the business are met and the level of service availability delivered in all services is matched to or exceeds the current and future business requirements, in a cost effective and timely manner The ability of an IT Service or component to perform its required function at a stated instant or over a stated period of time. Availability = Agreed Service Time (AST)- Down Time (DT)/Agreed Service Time*100 A measure of how long a component or IT service can perform its agreed operation without interruption A measure of how quickly and effectively a component or IT service can be restored to normal working of a failure The ability of a third party supplier to meet the of its contract The business critical elements of the business process ed by an IT service Meantime to restore service - The average time taken to restore a service – Down time Meantime between failures – is the average time that an IT service or CI can perform its agreed function without interruption – Uptime Mean time to repair – The average time taken to repair an IT service or CI after a failure To overall business continuity management (BCM) process by ensuring that the required IT technical and service facilities can be resumed within the required and agreed business timescales Quantifies the impact to the business that loss of IT service would have and identifies the most important services to the organization Initiation, Requirements and Strategy, Implementation, Ongoing operations Strategies and actions to take place to continue business processes in case of a disaster To align IT security with business security and ensure that information security is effectively managed in all service and IT service management activities Protecting information against unauthorized access and use

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Integrity

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Availability Purpose of Design coordination

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Scope of Design coordination

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Purpose of Service transition lifecycle phase Purpose of Transition, planning & process

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Processes of Service Transition

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Purpose of Change management

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Change types

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Standard change

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Emergency change

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Remediation

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7 R’s of Change management

Normal change

Change proposal Change Advisory board (CAB)

Accuracy, completeness and timelines of services, data information, systems and physical locations The information should be accessible at any agreed time To ensure that the objectives of the service design stages are met by providing and maintaining a single point of coordination and control for all activities and processes within this stage of the service life cycle All design activities and all new or changed service solutions that are being designed for transition into the live environment or retirement To ensure that new, modified or retired services meet the expectations of the business as documented in Service strategy and Service design The purpose of the Transition, planning and process is to provide overall planning for service transitions and to coordinate the resources that they require Transition Planning and Change Management Service Asset and Configuration management Release and Deployment management Knowledge management The purpose of change management process is to control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services Normal changes, Standard changes, Emergency changes A change that is not an emergency or standard change which follows the defined steps of the change management process A pre-authorized change that is low in risk, relatively common and follows a procedure or work instruction. E.g. reset A change that must be introduced as soon as possible (e.g. to resolve a major incident or implement a security patch). the change management process will normally have a specific procedure for handling emergency changes Recovery of a known state after a failed change or release A document that includes a high level description of a potential service introduction or significant change A group of people that the assessment, prioritization, authorization and scheduling of changes. Usually made up of representatives from all areas within the IT service provider, business and suppliers Who Raised the change? What is the Reason for the change? What is the Return required from the change? What are the Risks involved in the change? What Resources are required to deliver the change? Who is Responsible for the build, test and implementation of the change? What is the Relationship between the change

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Purpose of Service Asset and configuration management

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What is a Configuration item (CI)?

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Configuration baseline

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Configuration management database (CMDB) Configuration management system (CMS) Definitive media library

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Definitive Spares

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Purpose of Release and Deployment management

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What is a release unit? Release

and other changes? The purpose of SACM is to ensure that the assets required to deliver services are properly controlled and that accurate and reliable information about these assets is available when and where it is needed Any component or other service asset that needs to be managed in order to deliver an IT service which are under the control of Change management E.g. Hardware, Software, people, Formal documentation etc. The baseline of a configuration that has been formally agreed and is managed through the change management process which is used as a basis for future builds, releases and changes A database used to store configuration records throughout their lifecycle and stores attributes of CIs and their relationships A set of tools, data and information that is used to service asset and configuration management. A secured library in which the definitive authorized versions of all media CIs are stored and protected. It stores master copies of versions that have ed quality assurance tools Physical storage of all spare IT components and assemblies maintained at the same level as those within the live environment. These can then be used when needed for additional systems or in the recovery from incidents. Details are recorded in the CMDB, controlled by Release Management To plan, schedule and control the build, test and deployment of releases and to deliver new functionality required by the business while protecting the integrity of existing services CIs that are normally released together

Release types

One or more changes to an IT service that are built, tested and deployed together A set of CIs that will be built, tested and deployed together as a single release Major release, Minor release, Emergency release

Major release

Containing large proportions of new functionalities.

Minor release

Contains small enhancements and fixes

Emergency release

Normally lined to an emergency change

Release and deployment approaches Purpose of knowledge

Big bang versus phased approach, Push versus Pull approach, Automated versus Manual deployment The purpose of the knowledge management is to share

Release package

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management

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What is DIKW?

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Purpose of Service Operations lifecycle

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Processes in Service Operations lifecycle

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Functions in Service operations lifecycle

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Purpose of Event management

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Event

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Alert

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What is an incident?

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What is an impact?

What is SKMS?

Trigger Types of events Purpose of Incident management

Urgency Priority

perspectives, ideas, experience and information and to ensure that these are available in the right place, right time to enable informed decisions and to improve efficiency by reducing the need to rediscover knowledge Data, Information, Knowledge and Wisdom Service knowledge management system which is a set of tools and databases that is used to manage knowledge, information and data To coordinate and carryout the activities and processes required to deliver and manage services at agreed levels to business s and customers and responsible for the ongoing management of technology that is used to deliver and services Event management Incident management Problem management Request fulfillment Access management Service Desk Technical management Applications management IT operations management The purpose of event management is to manage events throughout their lifecycle. The activities are to detect events, make sense of them and determine appropriate control action is coordinated by the event management process A change of state that has significance for the management of a Configuration Item (including IT Services). This can be detected by technical staff or can be automated alerts or notifications created by CI monitoring tools A warning that a threshold has been reached or something has been changed (an event has occurred). An indication that some action or response to an event may be needed Informational, Warning and Exceptional To restore normal services operation as quickly as possible and thereby minimize the adverse impact on the business operations, thus ensuring that the best possible levels of service quality and availability are maintained. An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a CI that has not yet affected service is also an incident A measure of the effect of an incident, problem or change in business processes A measure of how long it will be until an incident, problem or change has a significant impact on the business The relative importance of an incident, problem or change. Priority is based on impact and urgency

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Incident model 2 types of escalations

Predefined steps for handling a particular type of incident that has been seen before Functional and Hierarchical

Major incident

The highest category of impact for an incident

Purpose of Problem management

Problem management seeks to identify the root cause of incidents or to minimize the adverse impacts of incidents and problems that are caused by the underlying errors Eliminate recurring incidents and to minimize the impact of the incidents that cannot be prevented Underlying cause of one or more incidents

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Problem

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What is KEDB?

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Purpose of Request fulfillment

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Service Request

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Request model

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Activities of Access management

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What is Access?

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Rights

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Purpose of Service Desk

Reactive Problem management Proactive problem management

What is Work around?

Purpose of Access management

Identity

Resolution of underlying root cause Prevention of future problems by analyzing incident records and using data collected by other IT service management processes and external sources to identify trends or significant problems. Generally it is undertaken as part of Continual service improvement Known Error Database A set of predefined steps to take as a means of reducing or eliminating the impact of an incident or problem (e.g. restarting a failed Configuration Item). Workarounds for problems are documented in the Known Error records in the KEDB The purpose of request fulfillment is to manage all service requests raised by the s throughout the lifecycle A formal request from a for something to be provided. E.g. Request for information, advice, reset etc. Specific procedures for handling certain types of requests To grant access to other authorized s, the right to use a service while preventing access to non-authorized s by enforcing the policies defined by Information Security and Availability management Verification, providing rights, monitoring identity status, logging and tracking access, removing or restricting rights Access refers to the level and extent of service’s functionality or data that a is entitled to use The information about the that distinguishes them as an individual and which verifies their status within the organisation Also called privileges, refer to the actual settings where by a is provided access to a service or group of services. Improved customer service, perception of IT and

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Service Desk Organizational structures What is Self help?

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Purpose of Technical management

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Role of Technical management

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Purpose of Application management Activities of Application management

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Purpose of IT operations management

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Sub functions of IT operations management Role of IT operations control

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Role of Facilities management

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What is CSI? Purpose of CSI

satisfaction with IT services Increase accessibility to IT services through a single point of , communication and information Better quality and faster turnaround of customer or IT requests Local Service Desk, Centralized Service Desk, Virtual Service Desk, Follow the sun and Specialized Refers to any means where the may assist themselves to seek (e.g. FAQs, Intranet forms/requests, Web-based , Back-end processhandling software) To help plan, implement and maintain a stable technical infrastructure to the organization’s business processes and to provide detailed hands on skills and resource to the IT infrastructure Custodian of technical knowledge and expertise related to managing IT Infrastructure. Provides detailed technical skills and resources needed to the ongoing operation of the IT Infrastructure. Plays an important role in providing the actual resources to the IT Service Management lifecycle. Ensures resources are effectively trained and deployed to design, build, transition, operate and improve the technology to deliver and IT Services. Application management is responsible for managing applications throughout their lifecycle Application Management Application development Identify skills required to the applications Deciding whether to build or buy. The focus is on building, repeatable, consistent actions which if repeated frequently at the right qualitative level will ensure the success of operations The actual value of the services being delivered by the organisation is delivered and measured IT operations control and Facilities management Oversees the execution and monitoring of the operational activities and events in the IT infrastructure. Includes console management, job scheduling, Backup and restore, Print and output management and maintenance activities The management of physical IT environment, typically a datacenter or computer rooms and recovery sites together with all the power and cooling equipment Continual Service Improvement To align IT services with changing business needs by identifying and implementing improvements to IT services and processes that the business.

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Goal of Service measurement and reporting What is service measurement? Reasons to monitor and measure

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CSI

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Value on Investment (VOI) Baseline

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Technology metrics

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Service metrics

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Do

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Act

Improvement Benefit Return on Investment (ROI)

Types of Metrics

Process metrics

What is PDCA? Plan

Check

4 types of Key performance Indicators Purpose of Seven step improvement process

Improve effectiveness, efficiency and economics of all processes associated with delivering services To coordinate the design of metrics, data collection and reporting activities from the other processes and functions The ability to predict and report service performance against targets of an end to end service To validate To justify To intervene To direct Contains important information for the overall service provider Favorable outcome showing a measurable increase in a desirable metric or a decrease in undesirable metric Gain achieved from improvement Quantifiable monetary benefit achieved by expending a certain amount of money, usually expressed as a percentage Non-monetary benefit such as branding, achieved by expending a certain amount of money Benchmark used as a reference point for later comparison Technology metrics Process metrics Service metrics Often associated with component and application-based metrics such as performance, availability etc Captured in the form of Key Performance Indicators (KPIs) and activity metrics for the service management processes. They help to determine the overall health of a process The results of the end-to-end service. Component metrics are used to calculate the service metrics Plan, Do, Check, Act – Deming cycle Establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organization’s policies Implement the processes Monitor and measure processes and product against policies, objectives and requirement for the product and report the results Take actions to continually improve process performance Quality, Performance, Value, and Compliance. To define and manage the steps needed to identify, define, gather, process, analyze, present and implement

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Seven step improvement processstages

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Continual service improvement model

improvements Step 1. Identify the strategy for improvement 2. Define what you will measure 3. Gather the data 4. Process the data 5. Analyze the information and data 6. Present and use the information 7. Implement improvement What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? How do we keep the momentum going?