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IT Service Management (ITSM) is all about the efficient, effectiveAnd economical use of: People Customers, Users & IT Staff

Processes ITIL--------------------Service Delivery and Service Support

Products Tools and technology

Partners Vendors and Suppliers

IT Service Management:-it is a set of capabilities that can provide valuecustomers

The management of IT services to support one or more business areasCourse syllabus

Service Delivery Service Support

ITIL: - originally by the Central Computer and Telecommunications Agency (CCTA).Achieving the efficient support and delivery of high quality, cost effective IT services. And itis renamed the Office of Government Commerce (OGC).

ITIL Objectives:-

1) It reduces cost

2) Increase availability

3) Tune Capacity-- Over provision is expensive and under provision causes performanceProblems

4) Increase Throughput--To grow a business through expansion or by doing more withthe same resources

5) Optimize resource Utilization-- Resources represent a cost to the business

6) Improve Scalability--The size of an organization is an important factor whenimplementing ITIL processes.

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SERVICE Desk:-to act as central point of contact between user and IT service provider.

To handle Incidents and Requests, and provide an interface for other activities such as Change,

Problem, Configuration, Release, Service Level and IT Service Continuity Management.

INCIDENT Management: -To restore normal service operation as quickly as possibleWith minimum disruption to the business, thus ensuring the best possible levels of service and

availability are maintained.

OBJECTIVES:-

To log and track ALL incidents Via Service Desk

To maintain meaningful records

To deal with incidents consistently

SCOPE:-

Hardware failure

Software error

Network faults

Information request

How do I? Request for equipment moves

Password re-set, changes

New starters

Request for consumables

Service extension requests

Performance issues

Problem: -A problem is the unknown underlying cause of one or more incidents

Known errors:A known error is an incident or problem for which the root cause is known andfor which a temporary workaround or permanent alternative has been identified.

If a business case exists, a Request for Change (RFC) will be raised, but, in any event it remains a

known error unless it is permanently fixed by a changeKnown errors are the responsibility of Problem Management not Incident

Management

Input /output activities:-

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Function Escalation: - functional escalation route for a typical incident

Problem Management: -To minimize the adverse effect on the business of incidentsAnd problems caused by errors in the infrastructure, and to proactively prevent the occurrence of

incidents, problems, and errors Problem

Scope: -Identify and resolve IT problems that affect IT services To minimize the impact of problems and incidents

Recurring incident/problem prevention

Pro-active problem Management

To reduce the overall number of IT incidents

To ensure that the right level and number of resources are resolving specific problems

Assist with major incidents, if required

Entry to IT Service Continuity Management

Maintaining relationships with third party suppliers

Including ensuring vendors comply with their contracts

Incident:- An incident is any event that is not part of the standard

Operation of a service and that causes, or may cause, an

Interruption to, or a reduction in, the quality of that service

Problem:- A problem is the unknown underlying cause of one or more

Incidents

Known Error:- A known error is an incident or problem for which the root

Cause is known and for which a temporary workaround or

Permanent alternative has been identified. If a business case

Exists, an RFC will be raised, but, in any event, it remains aKnown error unless it is permanently fixed by a Change.

Incident management Problem management

Restores agreed levels of services

Uses workarounds (Temporary solution for a

bug)

Diagnoses the root cause of incidents Identifies a permanent solution

May take longer than Incident Management

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PM Responsibilities:-Data is properly recorded

Data is regularly inspected and maintained

Known errors are recorded in a suitable database

Support staff is educated to capture and record high-quality data

Problem Control:-Identify and record problem

Classify problem

Investigate and diagnose problem

Root cause analysis--determining the unknown underlying cause of the problem.

Known Errors Development Sometimes a system might be allowed to be released into the live environment even though

known errors have been detected during testing.

Problem Management needs to ensure any such known errors, and any resolutions, are recorded

in the known error database.

Problem Management Techniques:- Pain Value Analysis (PVA) Ishikawa Diagrams

Kepner and Tregoe Analysis (see notes)

Major Problem Reviews

Configuration Management : - To provide a logical model of the IT Infrastructure by identifying,controlling, maintaining and verifying the versions of all Configuration Items in existence with the

organisation and determining the relationships between those items.

Configuration Management supports this mission through:IdentificationControl

Status accountingAudit and Verification

Scope:-Configuration Management

All information to manage IT components

Asset Management

Accountancy process

Items above a certain value

Financial information

Configuration Item (CI)

A component within a

configuration

A configuration in its

own right

Relationships

Primary

Parent/child (part of)

Secondary

Connected to

User of

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Configuration

Anything that needs to

be controlled

Lifecycle

Stages in the life of a CI

Attribute(piece of

information to Describes

a CI

CI Type

E.g. software products,

business systems, systemsoftware, etc.

A configuration is anything that needs to be controlled, and could include:HardwareSoftwareDocumentationNetworksPeopleChanges, incidents, problemsProceduresAnything else that needs to be controlled

Core Activities of Configuration Management P PlanningI IdentificationC ControlS Status AccountingV Verification and Audit

CMDB: - The CMDB is the heart of Configuration Management. It is really an informationBank that contains all relevant information on CIs and their relationships an d history

Key ITIL Interfaces:-Change Management Without Change Management the information about CIscannot be kept up to date

Without Configuration Management Impact Analysisduring Change Management will be less effective

Release Management Without Release Management the informationabout CIs and release events will not be

maintained Without Configuration Management theresponsibility of licence management will be verydifficult to accomplish

Service Desk

Without Service Desk (acting as Configuration Librarians) the CMDBinformation will not be effectively maintained Without Configuration Management It would be difficult for ServiceDesk to maintain who has what and where type information

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SERVICE DELIVERY:

SERVICE MANAGEMENT:-It is set of specialized organizational capabilities for providing value to

customers in the form of services

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