ITIL Foundation Certification Guide

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Transcript of ITIL Foundation Certification Guide

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IT Infrastructure ServicesITIL Foundation Level - Certification Guide

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ITIL Foundation Level - Certification Guide

Table of Contents1.0 Goal of the Course: 66 6 6 6 7

1.1 Features 1.2 TOPICS 1.2.1 1.2.2 1.2.3 ITIL IT Service Management Processes ITIL Service Support Processes: ITIL Service Delivery Processes:

2.0 3.0

Introduction IT Service Management

8 1111 13 14 23

3.1 IT Service Management Background 3.2 Services and Quality 3.2.1 3.2.2 Quality Assurance Human Resource Management

4.0

Introduction to ITIL

2828 29 29 30 31

4.1 Background 4.2 Advantages to the Customer/End User: 4.3 Advantages to the IT Organization: 4.4 Potential disadvantages: 4.5 Organizations

5.0

Service Desk

4343 43 44 44

5.1 Introduction 5.2 Objective 5.3 Process Description 5.4 Activities

6.0

Activities

4445 46 47 48 49 50 50 53 54

6.1 Roles 6.2 Relationships 6.3 Benefits 6.4 Summary 6.5 Common Problems 6.6 Metrics 6.7 Service Desk Structure - Best Practice 6.7.1 Virtual Service Desk 6.8 Essential Terms

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7.0

Incident Management

5656 56 57 57 58 58 59 59 59 60 60 60 60 61 61 61 62 62 63 63 63 64 64 65

7.1 Introduction 7.2 Objective 7.3 Process Description 7.4 Activities 7.4.1 7.4.2 7.4.3 7.4.4 7.4.5 7.4.6 7.5 Roles 7.6 Relationships 7.6.1 7.6.2 7.6.3 7.6.4 Configuration management: Problem Management Change Management Service Delivery Processes Incident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery Incident closure Incident ownership, monitoring, tracking and communication

7.7 Benefits 7.8 Common Problems 7.9 Metrics 7.10 Best practice 7.10.1 7.10.2 7.10.3 Incident Management tools: Different types of escalation Interesting Websites

7.11 Essential Terms

8.0

Problem Management

6767 68 68 71 75 77 78 78 79 80

8.1 Introduction 8.2 Objective 8.3 Process Description 8.4 Activities 8.5 Roles 8.6 Benefits 8.7 Common Problems 8.8 Metrics 8.9 Best practices 8.10 Essential Terms

9.0

Change Management

8181 82

9.1 Introduction 9.2 Objective

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ITIL Foundation Level - Certification Guide

9.3 Process Description 9.4 Activities 9.4.1 9.4.2 9.4.3 9.4.4 9.4.5 9.4.6 9.5 Roles 9.5.1 9.5.2 9.5.3 Change Manager Change Advisory Board (CAB) Change Advisory Board/Emergency Committee (CAB/EC) Recording Accepting (Rejecting) Classifying Planning Coordination Evaluating

82 84 84 84 84 84 84 85 85 85 86 86 86 88 88 89 89 89 90

9.6 Relationships 9.7 Benefits 9.8 Common Problems 9.9 Metrics 9.10 Best practices 9.10.1 Interesting websites 9.11 Essential Terms

10.0 Configuration Management10.1 Introduction 10.2 Objective 10.3 Process Description 10.4 Activities 10.4.1 10.4.2 10.4.3 10.4.4 10.5 Roles 10.6 Relationships 10.7 Benefits 10.8 Common Problems 10.9 Metrics 10.9.1 10.10 10.10.1 10.10.2 10.11 Key performance indicators Best practices The CMDB Interesting Websites Planning: Identification: Status accounting Verification and audit

9191 91 92 93 94 95 95 96 96 97 97 98 99 99 100 100 101 101

Essential Terms

11.0 Release Management11.1 Introduction 11.2 Objective

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11.3 Process Description 11.4 Activities 11.5 Roles 11.6 Relationships 11.7 Benefits 11.8 Common Problems 11.9 Metrics 11.10 11.11 Best practices Interesting web sites Essential Terms 11.10.1

105 106 110 110 112 113 113 114 115 115

12.0 Service Level Management12.1 Introduction

118118

13.0 Financial Management 14.0 Availability Manageme nt14.1 Introduction 14.2 Objective 14.3 Process Description 14.4 Activities 14.5 Roles 14.6 Relationships 14.7 Benefits 14.8 Common Problems 14.9 Metrics 14.10 14.11 Best practices Essentials (terminology)

135 151151 152 153 155 158 158 160 161 162 162 163

15.0 Capacity Management15.1 Introduction 15.2 Objective 15.3 Process Description 15.4 Activities 15.5 Roles 15.6 Relationships 15.7 Common Problems 15.8 Essentials (terminology)

165165 165 166 168 169 170 172 176

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16.0 IT Service Continuity Management16.1 Introduction 16.2 Objective 16.3 Process Description 16.4 Activities 16.5 Roles 16.6 Relationships 16.7 Benefits 16.8 Common Problems 16.9 Metrics 16.10 16.11 Best practices Essentials (terminology)

177177 178 179 181 185 185 187 188 189 190 191

17.0 Security Management17.1 Introduction 17.2 Objective 17.3 Process Description 17.4 Activities 17.5 Roles 17.6 Relationships 17.7 Benefits 17.8 Common Problems 17.9 Metrics 17.10 17.11 Best practices Essentials (terminology)

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1.0 Goal of the Course:The Art of Services ITIL IT Service Management Essentials Online is a Web-based training course for IT Service Management good practice. The course provides participants with a customer-focused, process-oriented approach to IT Service Management and prepares students to take the the EXIN exan 'Foundation Certificate in IT Service Management'. The course delivers: ? An introduction to IT Service Management and ITIL ? Understanding of the Structure of the ITIL 'library' ? ITILs key concepts and objectives

1.1 FeaturesThe IT Service Management Essentials Online course is an online presentation with added features including: Chat room Bulletin Board Progress reports Short tests 40 question mock exam Glossary, FAQs, Bookmarks, Searching, Notes and more

1.2 TOPICS1.2.1

ITIL IT Service Management Processes

Service Desk: Understanding its role and function in the IT infrastructure and its relationship with

1.2.2

ITIL Service Support Processes:

Incident Management: Definition of an incident, description of Incident Control (including recording, classification, co-ordination, matching and resolution) Problem Management: Definition of a problem and known error, proactive problem management (identification of problems and prevention of further incidents)

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Configuration Management: Defining a configuration item and the configuration management database; impact of Configuration Management on other IT processes. Change Management: Definition of a change and request for change (RFC); description of change control and change procedures; role of the change advisory board (CAB) and CAB/EC (for handling urgent changes). Release Management: Scope and concepts; definition of definitive software library(DSL) and definitive hardware store (DHS); description of planning, testing and implementing.

1.2.3

ITIL Service Delivery Processes:

Service Level Management: Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs). Financial Management for IT Services: Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies. Availability Management: Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting. Capacity Management: Review of application sizing, workload, performance, demand and resource management and their inputs to modelling, definition of the capacity management database and contents of the capacity plan. IT Service Continuity Management: Re-view of business continuity, risk analysis and risk management, defining assets, threats, vulnerabilities and countermeasures (protection and recovery), development, testing and maintenance of the IT Service Continuity Plan, IT recovery options and management roles. ..underpinned by Security Management

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2.0 IntroductionIn recent decades IT developments have changed the way that most businesses operate. The changes are most evident in the various business processes of any organization. Examples of business processes are "the sales process" (eg. Marketing generates leads and sends through to Sales, Sales develops relationships and prepares proposals, Administration prints and sends the material to the client and ensures that there is an action against the sales person to follow up the proposal, etc. etc.). All of these business processes rely a great deal on computer based tools and the underlying technology. Since the introduction of the PC, LAN, client/server technology and the Internet, organizations can bring their products and services to markets faster than ever before. These developments are responsible for the transition from the industrial to the information age. In the information age, everything has become faster and more dynamic. Traditional hierarchical organizations often find it difficult to respond to rapidly changing markets, and therefore there is now a trend towards less hierarchical and more flexible organizations. The emphasis is now on horizontal processes, and decision-making authority is increasingly granted to personnel at a lower level. IT Serv