itil pocket guide
DESCRIPTION
ITIL Pocket GuideTRANSCRIPT
![Page 2: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/2.jpg)
The ITIL®2011 Processes & Functions
Service Strategy Service Design Service Transition Service Operation Continual Service
Improvement
Strategy
Management for
IT services
Service portfolio
Management
Financial
Management for
IT services
Demand
Management
Business
Relationship
Management
Design
Coordination
Service Catalogue
Management
Service Level
Management
Availability
Management
Capacity
Management
IT Service
Continuity
Management
Information
Security
Management
Supplier
Management
Transition
Planning &
Support
Change
Management
Service Asset &
Configuration
Management
Release &
Deployment
Management
Service Testing &
Validation
Change
Evaluation
Knowledge
Management
Event
Management
Incident
Management
Request
fulfilment
Problem
Management
Access
Management
7 Step
Improvement
process
incorporating the
PDCA cycle
2 14 April 2015
Application
Management
Technical
Management
Service Desk
IT Operations
Management
![Page 3: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/3.jpg)
4Ps-strategy
Plan Position
Perspective Pattern
![Page 4: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/4.jpg)
SS (5)
SS SS Management
Finance Management
Portfolio Management
Demand Management
BRM
![Page 5: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/5.jpg)
SD(8)
Warranty
Availability Management
Capacity Management
Security Management
ITSCM
Relationship
SLM
Supplier Management
keys
SD coordination
Service Technical Catalogue
![Page 6: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/6.jpg)
ST (7)
Changes
• Change Management
• Change Evaluation
Releases • Release &
Deployment Management
• ST (Testing & Validation)
IMS • SKMS
• SACM
Planning • ST Planning
![Page 7: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/7.jpg)
SO-(5)
Event Management
Problem Management
Incident Management
Access Management
Request fulfilment
![Page 8: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/8.jpg)
7 step CSI
Wh sh u measure?
Wh could u measure?
Gather the data
Process the data
Analyse the data
Present the data
Take corrective action
![Page 9: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/9.jpg)
Metrics
• Technology Metrics
• Service Metrics
• Process Metrics
![Page 10: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/10.jpg)
Input- 5 Phases - output
• Business Req ----SS ----SLR/SLA
• SLR-------SD--------SDP/SLA
• SDP ---------ST ------Release Package /SLA
• Release Package ---- SO – Live Service /SLA
• Data from live ------CSI -----SIP
![Page 11: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/11.jpg)
SS - scope
1. Analyse cost/time/resource – demand/finance/portfolio ---- Value creation
2. Service Packing
3. Service provisioning model
1. Cloud based
2. Normal datacentre
![Page 12: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/12.jpg)
Types of SLAs
• Service Based SLA – Printer ,Laptops, Desktops, Server – All users of that service gets same privilege
• Customer SLA – HP –unix – 200 USERS – 2000 USERS – 200000 USERS
• Multi level SLA – specific service, specific customer, specific Industry – Service, customer ,corporate (storage Cloud)
• Products exclusive for banking
![Page 13: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/13.jpg)
1.Demand Management
• PBA- Pattern of Business Activities
• User profiles – how many users and privileges
• Demand forecasts – to ensure right Capacity
![Page 14: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/14.jpg)
2.Portfolio Management
• List of all services
– Retired Service
– Catalog Service
– Pipeline Service
• Value of new services over replaced services
• List only IT service Providers offerings not the once of third parties
![Page 15: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/15.jpg)
Portfolio
Live services- Catalog
Pipeline Service-upcoming
Retired Service
![Page 16: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/16.jpg)
3.BRM
• Rapport Creation
• Customer Satisfaction
• Service Improvisation
![Page 17: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/17.jpg)
Business Relationship
Customer Satisfaction
Rapport Creation
![Page 18: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/18.jpg)
4.Finance Management
• Accounting ,Budgeting
• Pricing, Business Case
• Cost of Type I,II,III service providers
![Page 19: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/19.jpg)
Finance
Budgeting
Accounting Pricing
TCO
ROI
![Page 20: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/20.jpg)
5.SS Management
• Value to service through right service assets and strategic assets
• Value through utility and warranty
• Value through Value chain network –SLA/OLA/UC
![Page 21: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/21.jpg)
SD - Scope
– 4 Ps of SD – P,P,P,P – People – RACI chart – R,A,C,I
• Solutions aligned to business requirements – 5 Aspects Of SD
• Solution design • Architecture Design • Tools Design • Process Design • Metric Design
• Innovative IT services to meet the current and future requirements – Reduce the Cost
![Page 22: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/22.jpg)
1.Avilability Management
• Uptime
• Proactive Availability
– 2 servers in parallel
• Reactive Availability
– REPAIR IN FEW MINUTES THE DOWN SERVER
• Component and Service Availability
![Page 23: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/23.jpg)
Availability
Availability
resources
component
service
![Page 24: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/24.jpg)
2.Capacity Management
• Component Capacity
![Page 25: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/25.jpg)
Capacity
Capacity
•Component
•Service
•Business
![Page 26: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/26.jpg)
3.Security Management • Confidentiality, Integrity, Authenticity of data
Authenticity Integrity Confidentiality
![Page 27: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/27.jpg)
ITSCM
Any time anywhere banking
BCP 24*7*365= IT SERVICE UP
• THROUGH DR
• FAILOVER
• CLUSTERING
• BACKUP
• MESH NETWORK
• REDUNDENCY
• HOT SITES
ITSCM
![Page 28: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/28.jpg)
5.Supplier Management (HP-Ucs) V
END
OR
INTEL
MA
NU
FAC
TUR
ER
NOKIA
PAR
TNER
S
ORACLE
![Page 29: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/29.jpg)
CATALOG
CLOUD STORAGE
BIG DATA
BUSINESS VIEW
DATACENTRE AS A PROJECT
SERVER CONSOLIDATION AS A PROJECT
TECHNICAL VIEW
![Page 30: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/30.jpg)
7.SLM
SLA
IT SERVICE Provider & CUSTOMER
CITIBANK,AZ,O2
OLA
IT SERVICE Provider & Internal TEAM
IBMERS,IBM OTHER LOCATIONS
![Page 31: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/31.jpg)
8.SD Co-ordination
• Check Utility and warranty of each SDP
• SPOC for SD
• Handles SD constraints
![Page 32: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/32.jpg)
SDP-SD CORDINATION
utility WARRANTY
![Page 33: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/33.jpg)
ST - Scope
• Knowledge management
• Successful changes and releases
• Transition Resources
![Page 34: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/34.jpg)
1.RELEASE
SOFTWARE
HARDWARE
SERVICE
CLOUD SERVICE
![Page 35: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/35.jpg)
2.CHANGE –CI /CAB/ECAB
CI
ADDITION
DELETION
MODIFICATION
TYPES
Changes Types
Emergency Change
Normal change
Std change
![Page 36: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/36.jpg)
3.knowledge
DATA
INFORMATION
KNOWLEDGE
WISDOM
![Page 37: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/37.jpg)
4.SACM
IBM
HP
DELL
SERVERS
BANKING
HEALHCARE
SERVICES
DATACENRE
VIRTUALISATION
BUSINESS CONSULTING
![Page 38: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/38.jpg)
SO Goals
• Deliver and support as per SLAs
• Restoring – Reactive approach – early detection
• Access controls
![Page 39: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/39.jpg)
EVENT
• ANY OCCURANCE ON A CI IS AN EVENT
• EVENT MGMT
– DETECTING AND NOTIFYING THE OCCURANCE AS PER RULES
• ALERT – INFORMATION
– WARNING
– EXCEPTION
![Page 40: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/40.jpg)
INCIDENT VS INCIDENT MGMT
UNPLANNED INTERRUPTION OF
BUSINESS OR EVEN A COMPONENT FAILURE/QoS
RESTORING THE SERVICE AS QUICKLY AS POSSIBLE
![Page 41: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/41.jpg)
PROBLEM VS PROBLEM MANAGMENT
UNKNOWN CAUSE OF THE INCIDENT
IDENTIFYING THE ROOT CAUSE AND ONCE FOUND CREATE A KNOWN ERORO RECORD AND RECOMMND CHANGMENT MANAGEMENT TO FIX THE WORK THEY
RECOMMNED AND SEE THAT THE INCIDENT DO NOT REPEAT AGAIN
![Page 42: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/42.jpg)
ACCESS
• GRANTING OF RIGHTS TO A SERVICE OR GROUP OF SERVICES
• DENYING THE RIGHTS
• TRACKING THE ACCES
![Page 43: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/43.jpg)
REQUEST
• FAQS
– SELF HELP
• Password reset
• DESKTOP LOCATION CHANGE
• LOW COST, LOW RIST, STD CHANGES- PRE APAPROVED
![Page 44: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/44.jpg)
CSI Goals
• PDCA- Deming's Cycle
• Baseline model – What is your vision? – CMMI L5
– Where are you now? – CMMI L3
– Where do you want to go? –by 2020- CMMI L5
– How do go there ? SIPs
– Did u get there ? Metrics Vs Measurements -in 2020 – yes
– How do keep the momentum going?
• Looks ways for improvisation
![Page 45: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/45.jpg)
METRICS
• PROCESS
• COMPONENT/TECHNOLOGY
• SERVICE
![Page 46: ITIL Pocket Guide](https://reader034.vdocuments.us/reader034/viewer/2022052217/55cf8f63550346703b9be072/html5/thumbnails/46.jpg)
RACI CHART
• R- RESPONSINLE
• A-ACCOUNTABLE – ONLY ONE
• C-CONSULTED
• I-INFORMED