85464666 ITIL Foundation

8/16/2019 85464666 ITIL Foundation

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© 2004 Hewlett-Packard Development Company, L.P. The inormation contained herein i! !"#$ect to chan%e witho"t notice

ITIL FoundationITIL FoundationOverviewOverview

HP &lo#al Delivery - '(HP &lo#al Delivery - '(

(ati!h )at"k"malli(ati!h )at"k"malli

STRICTLY for Internal use


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*#$ective!

+ nder!tandin% TL HP reerence model!

+ nder!tandin% relevance o (ervice)ana%ement to yo"r or%ani/ation c"!tomer!

+ &ain implementation knowled%e

+ TL o"ndation Certi1cation


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ack%ro"nd

T play! a critical role in !ati!yin% #"!ine!! re3"irement!. nthe c"rrent or%ani/ation paradi%m, T provide! e!!ential!ervice! or the or%ani/ation to !"pport it! #"!ine!!. eyondthe need to mana%e T technolo%y i! the need to e!ta#li!h andemploy #e!t practice! proce!!e! to optimi/e T !ervice!.

TL 5T nra!tr"ct"reLi#rary6 i! the mo!t widelyaccepted approach to T(ervice )ana%ement in theworld. TL provide! acohe!ive !et o #e!tpractice, drawn rom thep"#lic and private !ector!

internationally.

T() i! a !et o proce!!that detail #e!t practice!#a!ed on TL !tandard!to ena#le and optimi/e T!ervice! in order to!ati!y #"!ine!!re3"irement! andmana%e the T

inra!tr"ct"re #othtacticall and


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7hat i! TL8

+ normation Technolo%y nra!tr"ct"re Li#rary

+ *wned #y *9ce o &overnment Commerce - *&C

+ Created to improve T (ervice )ana%ement at :central &ovt.

+ Proven in practice

+ ("pported #y tool!

+ 7orld wide de acto !tandard or T (ervice)ana%ement

+ Comprehen!ive and con!i!tent !et o #e!t practice!rom "!er!

+ 'ppreciate! the #"!ine!! re3"irement! and #rid%e#etween T and #"!ine!!


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7hy mplement (ervice)ana%ement8

+ 'li%n T with #"!ine!! and to meet c"!tomerdemand! in a #etter way.

+ mprove the 3"ality o T !ervice!

+ ;ed"ce the lon%-term co!t o !ervice provi!ion

+ oc"! on #ene1t! to the c"!tomer


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(* 20000

+ ! a >"ality (tandard or T (ervice)ana%ement

+De1ne! the re3"irement! or anor%ani/ation to deliver )ana%ed (ervice!o accepta#le 3"ality to it! c"!tomer!.

+ ! #a!ed on ind"!try ?e!t Practice!@ ormana%in% compleA T environment.


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IT Customer

Relationship

Management

Release Management

Change Management

Configuration Management

Capacity Management

Financial Management

for IT Services

Security Management

IT Service

Continuity Management

Service Level Management

Incident Management

Problem Management

Availability Management

Service Delivery

Service Support

Service

es!

The TL )odel


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T() ;eerence )odel


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C*;B Proce!!e!C*;B Proce!!e!

S

ervi

ce

S

uppo

rt

S

ervi

ce

D

eliv

er

(ervice Level )ana%ement

T inancial )ana%ement

Capacity )ana%ement

T (ervice Contin"ity)ana%ement

'vaila#ility )ana%ement

ncident )ana%ement

Pro#lem )ana%ement

Chan%e )ana%ement

;elea!e )ana%ement

Con1%"ration )ana%ement


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+t! a "nction, not a proce!!

+(P*C or all "!er re3"e!t!, 3"erie!, complaint!

+

acilitate the re!toration o normal operational !+Deliver 3"ality !ervice! to achieve #"!ine!! %oa

+Provide! an interace to other proce!!e! o ram

+Drive and improve !ervice! o c"!tomer! < "!er

(ervice De!k


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;e!pon!i#ilitie!

+ ir!t point o contact and Liai!on with c"!tomer!+ ;eceivin%, ;ecordin%, Prioriti/in% !ervice call!+ )onitorin% and !tat"! trackin% o all re%i!tered call!+ B!calation and reerral to other part! o the

or%ani/ation!+ ;eportin% a#o"t call! on 3"ality o the de!k+ ;e%"larly inorm c"!tomer! a#o"t !ervice call pro%re!!+ Coordinatin% neAt-line 5!6 !"pport %ro"p!+ Clo!in% incident! with the con1rmation rom the

c"!tomer+ )ana%e incident lie-cycle+ (ervice call related reportin% to mana%ement+ eriy the !ol"tion! provided #y other %ro"p! on

c"!tomer #ehal


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DiEerent De!k!

Service desk

Fot only re!olvin%incident! like help de!k,#"t al!o provide!nece!!ary detail! to otherT (ervice )ana%ementproce!!e!

Call Center

Handlin% lar%e vol"me! ocall! and reerrin% them toother %ro"p! within

!ervice provideror%ani/ation

Help desk

)ainly re!olvin% incident!,a! 3"ickly a! po!!i#le


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DiEerent (tr"ct"re!

Local (ervice De!k

Central (ervice De!k

irt"al (ervice De!k

+ Lan%"a%e+ C"lt"re

+ nra!tr"ct"re co!t+ !ilo )%mtreportin%

+ *perational co!t!+ )%mt reportin%

+ Lan%"a%e c"lt"re+ Phy!ical pre!ence

+ *perational co!t!+ Tran!parent to"!er!

+ ncident owner!hip+ Phy!ical pre!ence


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Local (ervice De!k

!er G !er 2 !er !erF

LSD

(econd-line!"pport

Third-party!"pport

Users from samelocation


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irt"al (ervice De!k

LocationG!er

Location2!er Location!erLocation F

!er

VSD

;e%ional(ervice De!k




(econd-line!" ort

Third-party!" ort


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(taE !kill-!et

+ nterper!onal (kill!+ (o"nd #"!ine!! knowled%e

+ C"!tomer oc"!ed

+ 'rtic"late and methodical

+ Commitment and owner!hip+ nder!tandin% c"!tomer c"lt"re 5where nece!!ary6

+ nder!tandin% c"!tomer i!!"e! rom their per!pective

+ Bmpathy


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!at is t!e pri"ary responsi#ility of t!e Servicedesk$

a6 ir!t point o contact or the c"!tomer!

#6 ;e!tore !ervice! '('P

c6 B!calate "nre!olved incident! to neAt level

d6 Comm"nicate to the c"!tomer! on the !tat"! o the

incident!


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!ic! of t!e followin% is a depart"ent and &OT aprocess$

a6 ncident )ana%ement

#6 'pplication )ana%ement

c6 (ervice De!k

d6 Pro#lem )ana%ement


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!ic! of t!e followin% is &OT t!e responsi#ility oft!e Service desk$

a6 ;e%"lar "pdate! to c"!tomer!

#6 )ana%ement reportin%

c6 nve!ti%ate into "nderlyin% ca"!e o incident!

d6 ;ai!in% ;C!


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ServiceService

SupportSupport


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ncident)ana%ement

any event which is not part of the standard operation of a service and whichcauses, or may cause, an interruption to, or a reduction in, the quality of that

service.


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&oal!

;e!tore !ervice to normal '('P whileminimi/in% impact on #"!ine!!

Bn!"rin% #e!t po!!i#le level! o!ervice 3"ality


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Lie Cycle < ;e!pon!i#ilitie!

ncidentDetection and

;ecordin%

Cla!!i1cationand initial!"pport

nve!ti%ationand dia%no!i!

;e!ol"tion andrecovery

ncident clo!"re

*wner!hip,monitorin%,

trackin% andcomm"nication

+(im"late the incident

+Con1rm, it eAi!t!

+Fote down the ncidentdetail!

+Cate%ori/e #a!ed onprede1ned cate%orie!

+Check : or known !ol"tion

+Provide work aro"nd

C"!tomer <"!er

+Check theapplication

+nve!ti%ate < identiythe i!!"e

+dentiy the !ol"tion

+ Te!t and veriy

+Comm"nicate to"!er

+Con1rm with "!er

+Clo!e the incident

+pdate "!erre%"larly on the!tat"! o incident!


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(ome mportant concept!

ncidenthandlin%

("pportLine!

B!calation!

+(ervice De!k i! theowner o all theincident!

+)o!tly reactiveproce!!

+ncident! may #ea!!i%ned to !peciali!t%ro"p! that cant #e

re!olved immediately+ a third-partyor%ani/ation i!involved in incidentre!ol"tion, incidentrecord "pdate! !ho"ld

#e monitored clo!ely

+(ervice De!k i!reerred to a! ir!t-line!"pport

+(peciali!t !"pport%ro"p! other than!ervice de!k arereerred to a! (econd <third- line !"pport

+ Third or n-line!"pport oten incl"de!eAternal !"pplier!

+B!calation i! amechani!m callin% orattention or timely

re!ol"tion!

+ Tran!errin% incident!rom one line o!"pport to another i!?"nctional@ e!calation

+7hen the incidentre!ol"tion may likely#reach the (L' orre!ol"tion i! not!ati!actory,?Hierarchical@e!calation take! place.


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The Io"rney rom ncident to;C

nra!tr"ct"re


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(ervice de!k role

+ 'll incident reportin% to (ervice de!k+ 'll incident re%i!tration #y !ervice de!k

+ JK 5approA6 incident! re!olved #y !ervice de!k

+ )onitorin% incident pro%re!! and re!ol"tion


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)etric!

+ F"m#er o incident! received and re!olved+ F"m#er o incident! re!olved within (L'

+ F"m#er o open incident!

+ F"m#er o #acklo% incident!+ F"m#er o incident! e!calated to other team!

+ F"m#er o proactive re!ol"tion!

+ ;e!ol"tion time ! BEort+ Co!t o !ol"tion


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!at is t!e %oal of Incident "ana%e"ent$

a6 ;e!tore !ervice! with minimal downtime to #"!ine!!

#6 ;e!tore normal !ervice operation! '('P

c6 ;e!tore normal !ervice operation! within (L'

d6 ;e!tore !ervice! immediately ollowin% di!r"ption


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!at is t!e 'rst step to #e followed #y Incident(ana%e"ent w!en an Incident occurs$

a6 ;eport incident

#6 ;ecord incident

c6 ;e!tore !ervice

d6 Clo!e incident


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!ic! of t!e followin% can #e used to "easuree)ectiveness of Incident (ana%e"ent$

a6 ncident! Clo!ed

#6 ncident! re!olved within (L'

c6 *pen incident!

d6 ncident ol"me


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FCDBFT)ana%ement

?Fire

'%!tin%@

P;*LB)

)ana%ement

?Fireprevention@


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Pro#lem)ana%ement


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mprove prod"ctive "!e o re!o"rce!

&oal!

To minimi/e the adver!e impact o

incident! and pro#lem! on the #"!ine!!that are ca"!ed #y error! within the Tinra!tr"ct"re

To prevent rec"rrence o incident!related to error!


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;e!pon!i#ilitie!

Pro#lem Control Brror ControlHelp incidentmana%ement on

ma$or incident!

Proactive pro#lemmana%ement

)a$or pro#lemreview!

)ana%ementinormation


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Terminolo%y

*ro#le" The "nknownroot ca"!e o oneor more incident!

+rror

' pro#lem orwhich theroot ca"!e i!

known,nown +rror

' pro#lem orwhich #othroot ca"!eand a !ol"tion


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Pro#lem Control

Determinethe pro#lem

Createpro#lemrecord

Cate%ori/e

pro#lem!

'!!i%n ri%htre!o"rce! to

work

nve!ti%ate

dia%no!e

-rrive aterrorTo Error Control


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Brror Control

Determinethe Brror

;ecord error

Cate%ori/eerror!

'!!i%n ri%htre!o"rce! to

work

nve!ti%ate

dia%no!e

'rrive atknown error

,+D.

;ai!e ;CClo!e known

error


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Proactive pro#lem mana%ement

dentiy and 1A thepro#lem! #eore the

incident! occ"r

Trend

'naly!i!

Tar%etpreventive

action


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)a$or pro#lem review!

BApected to carry o"t ater ma$or pro#lem! are completed

7hat wa!

donecorrectly

7hat wa! done

incorrectly

How to preventthat happenin%

neAt time

How to preventpro#lem! rom

happenin% a%ain


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)etric!

+ F"m#er o incident! re!"lted in pro#lemrecord!

+ F"m#er o proactive re!ol"tion!

+

F"m#er o ;C rai!ed+ F"m#er o ;C re$ected #y C'

+ F"m#er o ;C !"cce!!"lly implemented

+ F"m#er o :BD "pdate!


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State w!et!er t!e followin% is TR/+ or F-LS+$

-ll ,nown +rrors need to #e closed

'L(B


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!ic! of t!e followin% process is responsi#le for raisin%an RFC$

a6 Pro#lem )ana%ement#6 Pro#lem Control

c6 Brror Control


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0Tar%etin% preventive action1 is part of 2

a6 Proactive pro#lem )ana%ement

#6 Pro#lem Control

c6 Brror Control


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Con1%"ration)ana%ement

any event which is not part of the standard operation of a service and whichcauses, or may cause, an interruption to, or a reduction in, the quality of that

service.


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&oal!

'cco"nt or all the T a!!et! and theircon1%"ration detail!

Provide con1%"ration detail! to other !ervicemana%ement proce!!e!

Provide !tron% o"ndation or incident, pro#lem,chan%e and relea!e mana%ement proce!!e!

Cro!! check con1%"ration detail! a%ain!t a!!et!and correct i o"nd diEerent


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'"dit andveri1cation

(tat"!acco"ntin%

Control

denti1cation

Plannin%

;e!pon!i#ilitie!

Con'%uration(ana%e"ent

Con1%"ration mana%ement


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Con1%"ration mana%ementdata#a!e

+ Similar to a database

+ Contains CI s’ and their links+ Can be searched for CI

details

+ as links to other processdatabases

+ Cover le!al aspects related

to licenses

C)D

5 6


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C*F&;'T*F TB) 5C6

nestedC

attributes category

status

relationships

+(ho"ld #e identi1ed"ni3"ely

+("#$ect to chan%e

+;e3"ired to deliver!ervice!

+Fame

+Cate%ory

+Location

+(ervice Detail!

'ttri#"te!

+ni3"e

+'ppropriate

+("it the !ervice! provided

Famin%


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C lie cycle

Plan

*rder

Proc"re

"ild

Te!t

Prod"ctio

n)aintain

'rchive


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Con1%"ration a!eline

+ Con1%"ration o a !y!tem e!ta#li!hed at!peci1c point in time

+ (erve! a! reerence or other activitie!

+ 'l!o a !nap!hot, remain! 1Aed+ !ed to compare with c"rrent po!ition


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)etric!

+ F"m#er o C! #y Cate%ory+ F"m#er o C! #y liecycle !ta%e!

+ F"m#er o C! #y priority 5Formal, r%ent,)a$or, )inor6

+ F"mner o C! #y !cope 5Local, Te!t, ndivid"al,'pplication, nra!tr"ct"re, etc.6

+ F"m#er o C! #y rea!on or Chan%e 5p%rade,

;e3"irement!, Technolo%y, !a#ility, etc.6+ F"m#er o C! #y CC


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!ic! of t!e followin% is &OT a CI$

a6 (L' Doc"ment

#6 CB* Laptop

c6 D (erver

d6 !ername


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!o is responsi#le for updates to t!eC(D.$

a6 Chan%e )ana%er#6 Con1%"ration )ana%er

c6 ;elea!e )ana%er

d6 (ervice Level )ana%er


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Chan%e

)ana%ement

Process of moving from one dened state and another


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&oal!

To en!"re !tandard method! are "!ed tohandle chan%e! promptly and e9ciently

To en!"re chan%e! are #"ild eEectively with

tolera#le amo"nt o ri!k

To minimi/e the impact o chan%e related incident!on !ervice 3"ality


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Po!tmplementationreview

Chan%emplementatio

n

Chan%ea"thori/ation

'ctivitie!

Chan%elo%%in% and1lterin%

'llocation oprioritie!

Chan%e

cate%ori/ation

Chan%eapproval

Chan%e!ched"lin%

Chan%e Te!tin%

Chan%e #"ild

mpactanaly!i!

.ack3out

Ch 'd i d 5C'6


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Chan%e 'dvi!ory oard 5C'6

+ ' #oard to approve chan%e! and a!!i!t chan%emana%ement in the a!!e!!ment andprioriti/ation o chan%e!.

+ 7ill #e compo!ed accordin% to the chan%e!

#ein% con!idered.+ C'


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Terminolo%y

FSC contains details of allthe chan!es approved forimplementation and their proposed implementationdates

SC is a chan!e wherethe necessaryapprovals are obtained

in advance

PSA contains details ofChan!es to a!reed S"#sand service availabilitybecause of the currently planned $SC

orward (ched"le oChan%e!

(tandardChan%e

Pro$ected (ervice'vaila#ility


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Chan%e! - Prioritie!

+ I""ediate4 Ca"!in% lo!! o !ervice or !evere "!a#ility pro#lem!

to a lar%er n"m#er o !er!, a mi!!ion-critical !y!tem, or !omee3"ally !erio"! pro#lem. mmediate action re3"ired. r%ent C'or C'


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)etric!

+ F"m#er o ;C #y !tat"!− Lo%%ed

− C' pendin%

− 'pproved

− "ild

− Te!t− '"thori/e

− mplementation

+ F"m#er o ;C #y cate%ory

+ F"m#er o ;C #acked o"t

+ C' BEort per ;C

+ BEort per ;C rom lo%%ed to implementation


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!ic! of t!e followin% aspect is &OT coveredw!en Testin% a C!an%e$

a6 Perormance#6 ;elia#ility

c6 (ec"rity

d6 !a#ility


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!ic! of t!e followin% is &OT a ,*I of C!an%e"ana%e"ent$

a6 F"m#er o chan%e! implemented#6 ;ed"ction o incident! traced #ack to chan%e!

c6 ;ed"ced n"m#er o chan%e! #acked-o"t

d6 Low n"m#er o "r%ent chan%e!


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;elea!e

)ana%ement

collection of authorized Changes to an IT service

& l


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Plan and over!ee rollo"t o (7 H7

&oal!

7ork clo!ely with Con1%"ration )ana%ement Chan%e )ana%ement d"rin% implementation!

De!i%n implement di!tri#"tion in!tallationproced"re!

Bn!"re (7 H7 chan%e! are tracea#le

'ctivitie!


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'ctivitie!

Distri#ution 5Installation

Co""unication5 trainin%

Rolloutplannin%

Releaseacceptance

Desi%n6 #uild 5con'%uration

Release *olicy5 *lannin%

Release(ana%e"ent


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D 1 iti ( t Li#


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De1nitive (otware Li#rary

' !ec"re compo"nd in

which the de1nitivea"thori/ed ver!ion! o

all !otware C! are!tored and protected

DSLone or more!otware li#rarie! or1le-!tora%e area!

contain! the ma!tercopie! o all controlled!otware in anor%ani!ation

incl"de de1nitive copie!o p"rcha!ed !otware5alon% with licencedoc"ment! orinormation6, a! well a!!otware developed on!ite

De1nitive Hardware (tore


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De1nitive Hardware (tore

'n area !et a!ide or

the !ec"re !tora%e ode1nitive hardware

!pare!

DHS

!pare component! anda!!em#lie! that aremaintained at the !amelevel a! the comparative!y!tem! within the liveenvironment.

The!e can then #e "!edwhen needed oradditional !y!tem! <recovery rom ma$orncident!

*ne or more phy!icalarea!


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ack-o"t Plan

+ 'ction! to #e taken in ca!e o relea!e ail"re to re!tore the!ervice!, are doc"mented.

+ Chan%e mana%ement i! re!pon!i#le or prod"cin% #ack-o"tplan or each chan%e.

+ ;elea!e mana%ement en!"re a relea!e #ack-o"t plan i!

created or all the chan%e! in the relea!e.+ (ho"ld #e te!ted a! part o the proce!! o veriyin% the

rollo"t proce!! 5d"rin% relea!e acceptance6

) t i


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)etric!

+ Fo o relea!e!− )a$or

− )inor

− Hot 1Ae!

− patche!

+ Fo o new pro#lem! attri#"ted to newrelea!e 5!6

+ (ched"le variance

+ BEort variance


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!ic! of t!e followin% aspect is &OT coveredw!en Testin% a C!an%e$

a6 Perormance

#6 ;elia#ility

c6 (ec"rity

d6 !a#ility


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ServiceService

DeliveryDelivery


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(ervice Level

)ana%ement

&oal!


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&oal!

)aintain and improve T (ervice 3"ality.

Take nece!!ary action! on (L' #reache!

Bradicate poor !ervice in-line with #"!ine!! or co!t $"!ti1cation

;e!pon!i#ilitie!


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;e!pon!i#ilitie!

Prod"ceand

maintain!ervice

catalo%"e

)ana%eC"!tomerrelation!h

ip

;e!pon!i#le ore!ta#li!hin%,reviewin% and

revi!in% Contract! M(L', *L' C

(ervicemproveme

ntPro%ram!

(ervice>"ality Plan

)onitor, reportand review

!ervice level!

SL(

)"lti level (L'!


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)"lti-level (L'!

Corporate Level

coverin% all the %eneric (L) i!!"e!appropriate to every C"!tomerthro"%ho"t the or%ani/ation.

Corporate Level

coverin% all the %eneric (L) i!!"e!appropriate to every C"!tomerthro"%ho"t the or%ani/ation.

Custo"er Level

coverin% all (L) i!!"e! relevant tothe partic"lar C"!tomer %ro"p,re%ardle!! o the !ervice #ein%"!ed.

Custo"er Level

coverin% all (L) i!!"e! relevant tothe partic"lar C"!tomer %ro"p,re%ardle!! o the !ervice #ein%"!ed.

Service Levelcoverin% all (L) i!!"e! relevant tothe !peci1c !ervice, in relation tothi! !peci1c C"!tomer %ro"p 5oneor each !ervice covered #y the

(L'6.

Service Level

coverin% all (L) i!!"e! relevant tothe !peci1c !ervice, in relation tothi! !peci1c C"!tomer %ro"p 5oneor each !ervice covered #y the

(L'6.

Contract!


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Contract!

(ervice provider*r%ani/ation

etween C"!tomer

and !erviceprovideror%ani/ation

etween !erviceprovider or%ani/ation("pport team! andinternal department!

etween !erviceprovider or%ani/ation

and rd

party!" lier!

(L' Blement!


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+ 'vaila#ility+ ;elia#ility+ Thro"%hp"t+ Tran!action re!pon!e time!+ atch t"rnaro"nd time!

+ Char%in%+ ncentive! and penaltie!

+ Chan%e proced"re!

+ B!calation mechani!m!+ T (ervice Contin"ity and !ec"rity

(L' Blement!

+

ntrod"ction+ (ervice ho"r!+ ("pport term!+ (ervice level! reportin% andreviewin%

(ervice mprovement


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Pro%ramme

+ Tar%eted to #rin% improvement! in the !ervice!#ein% provided

+ Driven %enerally thro"%h !ervice review!

+ ndertaken a! a ormal pro$ect

+ Proce!!− dentiy the "nderlyin% di9c"lty− Trace the "nderlyin% ca"!e in con$"nction with pro#lem

mana%ement and availa#ility mana%ement− Develop an action plan or improvement! and eAec"te− eriy the re!"lt! with the tar%et! and revi!e the plan!

+ oc"! on other area! too like !ervice delivery,a"tomation!, technolo%y #etterment! etc.,

+ &enerally done thro"%h *lan3Do3C!eck3-ct cycle


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)etric!

+ F"m#er o (ervice tar%et! mi!!ed 5(L'#reache!6

+ F"m#er o (P− nitiated

− 7P

− Completed

+ F"m#er o !ervice o"ta%e! and their

d"ration+ F"m#er o "!er! aEected #y !ervice o"ta%e

+ C"!tomer !ati!action indeA


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!ic! of t!e followin% is an iterative process$

a6 (L'

#6 (L;

c6 *L'

d6 (L)


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!ic! of t!e followin% is &OT part of ServiceLevel (ana%e"ent process$

a6 (L;

#6 *L'

c6 (L)


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T inancial

)ana%ement

&oal!


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&oal!

To provide co!t-eEective !teward!hip o the Ta!!et! and re!o"rce! "!ed in providin% T (ervice!.

To #e a#le to acco"nt "lly or the !pend on T(ervice! and to attri#"te the!e co!t! to the !ervice!delivered to the or%ani/ationN! c"!tomer!.

To a!!i!t mana%ement deci!ion! on T inve!tment #yprovidin% detailed #"!ine!! ca!e! or Chan%e! to T(ervice!.

Concept!


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Concept!

.ud%etin%

Predictin% and controllin% the !pendin% o money within theor%ani/ation and con!i!t! o a periodic ne%otiation cycle to !et#"d%et! and the day-to-day monitorin% o the c"rrent #"d%et!

-ccountin%

(et o proce!!e! that ena#le the T or%ani/ation to acco"nt "llyor the way it! money i! !pent

C!ar%in%

(et o proce!!e! re3"ired to #ill c"!tomer! or the !ervice!!"pplied to them

T inance Cycle


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T inance Cycle

"!ine!! T

re3"irement!

8

8

8

T operationalplan 5nc#"d%et!6

inancialtar%et!

Co!t analy!i!5'cco"ntin%6 Char%e!

eed#ack o propo!ed char%e! to #"!ine!!

Co!tin%model!

Char%in%policie!

d ti


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"d%etin%

Proce!! oen!"rin% the

correct monie!are availa#le or

the provi!ion o T

!ervice!.

)inimi/e the

ri!k oover!pendin%

)onitor andcontrol

perormancea%ain!t

prede1nedtar%et!

Bn!"re the act"al!pend! can #e

compareda%ain!t predicted

T 'cco"ntin%


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T 'cco"ntin%

Provide! co!tdetail! o

providin% !ervice!to meet #"!ine!!

re3"irement!

Track act"al

co!t! a%ain!t#"d%et!

ncl"de!+#"d%etin%%"ideline!+char%in% policie!

+inve!tment%"ideline!

Provide! detail!to $"!tiy the T

inve!tment! andeApendit"re

Co!t Type!< element!


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-cco""odation

+ *9ce !pace+ (tora%e+ (ec"re area!

+ tilitie!

-cco""odation

+ *9ce !pace+ (tora%e+ (ec"re area!

+ tilitie!

Co!t Type!< element!

Hardware

+ (erver!+ Di!k (tora%e+ Peripheral!+ 7'F+ PC!+ 7ork!tation!+ Laptop!

Hardware

+ (erver!+ Di!k (tora%e+ Peripheral!+ 7'F+ PC!+ 7ork!tation!+ Laptop!

Software

+ *peratin% !y!tem!+ (ched"lin% tool!+ 'pplication!+ Data#a!e!+ BEort trackin% tool!+ )onitorin% tool!+ 'naly!i! packa%e!

Software

+ *peratin% !y!tem!+ (ched"lin% tool!+ 'pplication!+ Data#a!e!+ BEort trackin% tool!+ )onitorin% tool!+ 'naly!i! packa%e!

*eople

+ Payroll co!t!+ Per3"i!ite!+ ;elocationco!t!+ *vertime+ Con!"ltancy

*eople

+ Payroll co!t!+ Per3"i!ite!+ ;elocationco!t!+ *vertime+ Con!"ltancy

+9ternal Service

+ (ec"rity !ervice!+ Di!a!ter recoveryoption!+ *"t!o"rcin% !ervice!+ H; overhead

+

+9ternal Service

+ (ec"rity !ervice!+ Di!a!ter recoveryoption!+ *"t!o"rcin% !ervice!+ H; overhead

+

Transfer

+ nternalchar%e! romother co!tcenter! withinthe or%ani/ation

Transfer

+ nternalchar%e! romother co!tcenter! withinthe or%ani/ation

Cla!!i1cation o Co!t Blement!


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Cla!!i1cation o Co!t Blement!

Invested in purchasin! %&edassets+Comp"ter e3"ipment+(otware+"ildin%!

Invested in purchasin! %&edassets+Comp"ter e3"ipment+(otware+"ildin%!

'ay(to(day costs ofrunnin! I) services+(taE co!t+(otware licen!e ee+Blectricity, water, %a!+Con!"ma#le!

'ay(to(day costs ofrunnin! I) services+(taE co!t+(otware licen!e ee+Blectricity, water, %a!+Con!"ma#le!

*peration

al

Capital

ndirect

Directaria#le

iAed

#pportioned acrossmultiple customers

+Co!t o operation! !taE

#pportioned acrossmultiple customers

+Co!t o operation! !taE

'irectly attributed toa sin!le Customer or!roup of Customers

+BAce!!ive "!a%e o!erver #y a !in%le

c"!tomer

'irectly attributed toa sin!le Customer or!roup of Customers

+BAce!!ive "!a%e o!erver #y a !in%le

c"!tomer

vary with some factor,

such as usa!e or time+*"t-o-ho"r! covera%e

+B3"ipment re-location

vary with some factor,

such as usa!e or time+*"t-o-ho"r! covera%e

+B3"ipment re-location

$i&ed irrespective of

resource usa!e+Corporate !otwarelicen!e

+(erver maintenancecontract

$i&ed irrespective of

resource usa!e+Corporate !otwarelicen!e

+(erver maintenancecontract

Char%in%


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Char%in%

Ha! to #e!imple, air andreali!tic

nO"ence!c"!tomer#ehavior

#alance the 3"antityo T (ervice! with theneed! and re!o"rce!

o the c"!tomer!.

make ormaleval"ation! o T(ervice! and plan

or inve!tment#a!ed on co!t

recovery and#"!ine!! #ene1t!

Char%in% option!


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Char%in% option!

&o C!ar%in%&o C!ar%in%

Thi! orm i! "!ed Thi! orm i! "!ed

oror

comm"nicatin%comm"nicatin%

the co!t involvedthe co!t involvedin deliverin% thein deliverin% the

!ervice!ervice

&otional&otional

C!ar%in%C!ar%in%

Thi! orm i! "!ed Thi! orm i! "!ed

a! an opport"nitya! an opport"nity

to %et moreto %et moreeAperience andeAperience and

t"ne the invoice!t"ne the invoice!

#ein% %enerated#ein% %eneratedReal C!ar%in%Real C!ar%in%

Thi! orm i! "!ed Thi! orm i! "!edto rai!e anto rai!e an

invoice whichinvoice which

c"!tomer ha! toc"!tomer ha! to

paypay

Pricin% method!


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Pricin% method!

Decidin% factors

+Demand or the !ervice in the market+Choice o the !ervice availa#ility o"t!ide+Le%al, re%"latory and taA i!!"e!

+'cc"rate determination o direct indirect co!t!

Co!t

Co!t-pl"!

&oin% rate

)arket price

iAed price

BAerci!e J


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BAerci!e J

>G BAplain the #ene1t o Fotional char%in%

>2 7hat do yo" mean #y diEerential

char%in%8

> &ive a co"ple o eAample! or all Co!telement!


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Capacity

)ana%ement

&oal


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&oal

To en!"re that co!t $"!ti1a#le T Capacity alway!eAi!t! and that it i! matched to the c"rrent and

"t"re identi1ed need! o the #"!ine!!

("# proce!!e!


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("# proce!!e!

"!ine!!Capacity

re!pon!i#le oren!"rin% that the"t"re #"!ine!!re3"irement! or T(ervice! are

con!idered,planned andimplemented in atimely a!hion.

(erviceCapacityre!pon!i#le or

en!"rin% that theperormance oall !ervice!, a!detailed in thetar%et! in the(L'! and (L;!, i!

monitored andmea!"red

;e!o"rceCapacityre!pon!i#le or

en!"rin% that all

component!within the Tnra!tr"ct"rethat have 1nitere!o"rce aremonitored and

mea!"red

Proactive ta!k!


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Proactive ta!k!

+

pre-empt perormance Pro#lem! #y takin% thenece!!ary action! #eore the Pro#lem! occ"r

+ prod"ce trend! o the c"rrent re!o"rce "tili/ationand e!timate the "t"re re!o"rce re3"irement

+

model the predicted Chan%e! in T (ervice!, andidentiy the Chan%e! that need to #e made to thecomponent part! o the T nra!tr"ct"re to en!"rethat appropriate re!o"rce i! availa#le to !"pportthe!e !ervice!

+ en!"re that "p%rade! are #"d%eted, planned andimplemented #eore (L'! are #reached orperormance Pro#lem! occ"r.

+ actively !eek to improve the !ervice provi!ion.

Capacity Data a!e


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p y

+Corner !tone o a !"cce!!"l capacitymana%ement

+!ed #y all !"#-proce!!e! o capacitymana%ement

+hold! a n"m#er o diEerent type! odata - #"!ine!!, !ervice, technical,1nancial and "tili/ation data

+nlikely to #e a !in%le data#a!e andpro#a#ly eAi!t! in !everal phy!icallocation!

'ctivitie!


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'ctivitie!

+ )onitorin%+ 'naly!i!

+ T"nin%

+ mplementation+ Demand )ana%ement

+ )odelin%

+ 'pplication (i/in%

+ Prod"ce Capacity Plan

T"nin%


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T"nin%

+ The analy!i! o the monitored data mayidentiy area! o the con1%"ration thatco"ld #e t"ned to #etter "tili/e the !y!temre!o"rce or improve the perormance othe partic"lar !ervice.

+ Techni3"e!− alancin% workload!

− alancin% di!k-tra9c

− B9cient "!e o memory

'pplication (i/in%


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'pplication (i/in%

+ *#$ective i! to e!timate the re!o"rcere3"irement! to !"pport a propo!edapplication Chan%e or new application, toen!"re that it meet! it! re3"ired !ervicelevel!.

+ The !i/in% o the application !ho"ld #e re1neda! the development proce!! pro%re!!e!.

+ The re!o"rce! to #e "tili/ed #y the application

are likely to #e !hared with other !ervice! andpotential threat! to eAi!tin% (L' tar%et! m"!t#e reco%ni/ed and mana%ed.

Demand )ana%ement


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Demand )ana%ement

+ *#$ective i! to inO"ence the demand orcomp"tin% re!o"rce and the "!e o thatre!o"rce.

+ nO"ence! the c"!tomer #ehavior

+ (hort-term Demand )ana%ement mayocc"r when there ha! #een a partial ail"reo a critical re!o"rce in the T nra!tr"ct"re.

+ Lon%-term Demand )ana%ement may #ere3"ired when it i! di9c"lt to co!t-$"!tiy aneApen!ive "p%rade.

)odelin%


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)odelin%

+ *#$ective i! to predict the #ehavior o T(ervice! "nder a %iven vol"me and varietyo work.− Trend 'naly!i!

− 'nalytical modelin%− (im"lation

− a!eline model!

BAerci!e Q


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BAerci!e Q

>G De!cri#e demand mana%ement

>2 7hat co"ld #e the content o CD8

> DiEerentiate CD and C)D


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T (ervice Contin"ity

)ana%ement

&oal


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&oal

to !"pport the overall "!ine!! Contin"ity)ana%ement proce!! #y en!"rin% that the re3"iredT technical and !ervice! acilitie! can #e recovered

within re3"ired, and a%reed, #"!ine!! time!cale!.

C) T(C)


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C) T(C)

.C(

ITSC(

concerned with themana%ement o "!ine!!Contin"ity that incorporate!all !ervice! "pon which the#"!ine!! depend!, one owhich i! T.

oc"!ed on the Contin"ityo T (ervice! to the#"!ine!!.

"!ine!! Contin"ity Lie Cycle


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"!ine!! mpact 'naly!i!


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p y

'!!et!'!!et!

Threat! Threat!

"lnera#ilitie

!

"lnera#ilitie

!

R i s k s

C

ount er meas

ur es;i!k '!!e!!ment

;i!k

CCT' ;i!k 'naly!i! and )ana%ement )ethodolo%y

;ecovery *ption!


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y p

Do not!in%

(anualworkarounds

Reciprocal

arran%e"ents

7radual recovery

Inter"ediaterecovery

I""ediate

recovery

BAerci!e G0


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BAerci!e G0

>G Li!t o"t important #ene1t! o T(C)

>2 De!cri#e vario"! recovery option!


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'vaila#ility

)ana%ement

&oal!


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&oal!

to optimi/e the capa#ility o the T nra!tr"ct"re,!ervice! and !"pportin% or%ani/ation to deliver aCo!t eEective and !"!tained level o 'vaila#ility that

ena#le! the #"!ine!! to !ati!y it! #"!ine!!o#$ective! .

;e!pon!i#ilitie!


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p

+

&ather, maintain and analy/e the data relatedto T inra!tr"ct"re.

+ Determine the availa#ility level! re3"ired roma #"!ine!! per!pective.

+ )onitor and report the availa#ility andoptimi/e there#y.

+ )onitor and improve the availa#ility to meetthe (L' 5 *L'6 re3"irement!.

+ Bn!"re the re3"ired !ec"rity level! areprovided.

+ Create and maintain availa#ility plan

Terminolo%y


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-vaila#ility

a#ility o an T (ervice orcomponent to perorm it! re3"ired"nction at a !tated in!tant orover a !tated period o time

-vaila#ility

a#ility o an T (ervice orcomponent to perorm it! re3"ired"nction at a !tated in!tant orover a !tated period o time

Relia#ility

a#ility o an T (ervice orcomponent to perorm it! re3"ired"nction or a %iven period o time

Relia#ility

a#ility o an T (ervice orcomponent to perorm it! re3"ired"nction or a %iven period o time

(aintaina#ility

a#ility o an T nra!tr"ct"recomponent to #e retained in, orre!tored to, an operational !tate

(aintaina#ility

a#ility o an T nra!tr"ct"recomponent to #e retained in, orre!tored to, an operational !tate

Security

The Con1dentiality, nte%rity and

'vaila#ility 5C'6 o the dataa!!ociated with a !erviceR ana!pect o overall 'vaila#ility

Security

The Con1dentiality, nte%rity and

'vaila#ility 5C'6 o the dataa!!ociated with a !erviceR ana!pect o overall 'vaila#ility

Servicea#ility

de!cri#e! the contract"alarran%ement! made with ThirdParty T (ervice provider!.

Servicea#ility

de!cri#e! the contract"alarran%ement! made with ThirdParty T (ervice provider!.

Resilience

a#ility o an T (ervice orcomponent to keep workin% evenwhen one or more component!ail

Resilience

a#ility o an T (ervice orcomponent to keep workin% evenwhen one or more component!ail

*

ecov e

r abili

t y

Vital .usiness Functions

The #"!ine!! critical element! o the "!ine!! proce!! !"pported #y an T

(ervice.

Vital .usiness Functions

The #"!ine!! critical element! o the "!ine!! proce!! !"pported #y an T

(ervice.

Calc"lation!


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-vaila#ility : ;

-ST 3 DT

-ST< =>>

'(T M '%reed (ervice TimeDT M Down Time

Component! - serial con1%"ration

'vaila#ility S ' A

Component! parallel con1%"ration

'vaila#ility S G M 5downtime o '6 A5downtime o 6

)ethod! Techni3"e!


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3

Co"ponent Failure

I"pact -nalysis ?CFI-@ can #e "!ed to predict andeval"ate the impact on T(ervice ari!in% romcomponent ail"re! withinthe T nra!tr"ct"re.

Fault Tree -nalysis?FT-@ i! a techni3"e thatcan #e "!ed to determine thechain o event! that ca"!e! adi!r"ption to T (ervice!.

CR-(( can #e "!ed to

identiy new ri!k! andprovide appropriateco"ntermea!"re! a!!ociatedwith any Chan%e to the#"!ine!! 'vaila#ilityre3"irement and revi!ed Tnra!tr"ct"re de!i%n.

Syste"s Outa%e-nalysis 5SO-6 i! atechni3"e de!i%ned toprovide a !tr"ct"redapproach to identiyin% the

"nderlyin% ca"!e! o !erviceinterr"ption to the !er.

Tec!nical O#servation

*ost ?TO*@ i! aprearran%ed %atherin% o!peciali!t technical !"pport

!taE rom within the T!"pport or%ani/ation #ro"%htto%ether to oc"! on !peci1ca!pect! o T 'vaila#ility.

ncident Liecycle - BApanded


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Incide

nt

Inciden

t

Restore

(T.SI

(TTR (T.F

)TT; - )ean Time To ;epair 5Downtime6

)T M )ean Time etween ail"re! 5ptime6

)T( M )ean Time etween (y!tem ncident!5;elia#ility6

(ec"rity


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Con1dentiality nte%rity

'vaila#ility

normation (ec"rity protect! inormation rom a wide ran%e othreat! in order to en!"re "!ine!! Contin"ity, minimi/e #"!ine!!dama%e and maAimi/e ret"rn on inve!tment! and #"!ine!!opport"nity.

BAerci!e GG


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BAerci!e GG

>G De!cri#e vario"! 'vaila#ility techni3"e!

>2 Li!t the parameter! o !ec"ritymana%ement

> 7hat do yo" mean #y recovera#ility

TL o"ndation BAam


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+

*#$ective Type+ G Ho"r d"ration

+ Pa!!in% !core 2 o"t o 40

+ Fo ne%ative markin%+ *nline < Paper-#a!ed

;eerence!


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+ *&C P"#lication!− LB **: 5T (ervice ("pport6

− ;BD **: 5T (ervice Delivery6

+ HP ;e )odel .0.2

Te"plate Version HistorySlide to #e deleted #efore usin% t!is te"plate for t!e 'rst ti"e


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Version&oA

VersionDate

*repared .y Reviewed.y

-pproved .y

Su""ary of

C!an%e

*IF&oA

0.G 2 I"ne200

(ati!h)at"k"malli

+Drat GU4

G.0 2U I"ne200

(ati!h)at"k"malli


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85464666 ITIL Foundation

Documents

Transcript of 85464666 ITIL Foundation