IT Service Management : [a companion to the IT Infrastructure Library] ; Version2.1b


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In the year , the ITIL V1 was replaced by V2, which consolidated the 30 volumes into 9 logical sets, which grouped the books in an organized manner. ITIL certification takes a modular approach towards the ITIL framework and is made up of a series of qualifications which are focused on various aspects of the best practices of ITIL in varying degrees of depth and detail. Since the qualification has several tiers, the candidates who are pursuing it can have a lot of flexibility with regards to the different disciplines and areas of ITIL. This allows them to focus mainly on the key areas of interest.

It is an entry-level certification offering a general awareness of the key elements, basic concepts and the technologies used in the ITIL service lifecycle.

Types of IT Services - IT Infrastructure Library Foundation

There are no prerequisites for this certification, and anyone can appear for the exam. This certification covers all the 5 areas of the service lifecycle including the linkage between different stages of the ITIL lifecycle. The next stage after Foundation is the Practitioner. It was developed to bridge the gap between the Foundation and Intermediate levels.

It is the latest entry in the ITIL certification program, and the exam was conducted for the first time in The modules can be classified as Service Lifecycle or Service Capability modules.


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The Expert Level qualification is an advanced certification which covers in detail all the process and practices across all disciplines of ITIL. The Expert Level certification is given to the candidates who have achieved the required credits from the Foundation, Practitioner and Intermediate level modules and have superior knowledge and skill base in ITIL Best Practices.

The Master Level in ITIL validates the ability of a person to apply the ITIL principles, methods and techniques in the workplace or practical assignments involving real-world situations. There is no fixed syllabus or training course for this qualification since each candidate will choose a situation of their choice. Incident Management 13 7. Problem Management 17 8.

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Configuration Management 21 9. Change Management 25 Release Management 31 Service Delivery Overview 35 Service Level Management 36 Financial Management for IT Services 40 Capacity Management 45 IT Service Continuity Management 50 Availability Management 54 The importance of Communication 58 The Philosophy of the Service Management The three Key objectives of Service Management are: To align it services with the current and future needs of the business and its customer.

To improve the quality of the IT service delivered. To reduce the long-term cost of service provision. The challenges facing the IT Managers of today are to co-ordinate and work in partnership with the business to create new business opportunities. The main method of realizing this goal is the reduction of the overall management and support costs, while developing new business models to maintain or improve the quality of service delivered to the business. In order to do the correct business and IT processes need to be developed and implemented. The ITIL philosophy adopts a process driven approach which is scalable to fit both large and small It organizations.

It considers Service Management to consist of a number of closely related and highly integrated processes. To realize the key objectives of Service Management these processes must use the people and the product effectively and economically in the delivery of the high quality, innovative IT service aligned to business processes. Page 4 of 59 IT Service Management 2. Its use is supported by a qualification and training structure that has been adopted world-wide to recognize professional. Competence in IT Service Management.

The ITIL Service Lifecycle

Specifying required practices for the organizations. Key Definitions Customer Recipients of a service; usually the Customer management has responsibility for the funding of the service. Provider The unit responsibility for the provision of IT services. Understanding you current state helps to obtain desired state.

Performance indicators and critical success factors related to objectives help with maintaining the current state of maturity and to initiate projects that lead to an improved desired state of maturity. In the above story, depending on business needs, the goal may be to improve first-call resolution, implement self-help capabilities or any number of other things. It is important organizations focus on the essentials for quick wins.

At the highest level of maturity for this process, users will experience no Incidents related to services delivered. As you read through the content in this publication, keep in mind the value to the business of doing what is essential for your organization, and doing it right by leveraging people, process, technology, and suppliers to meet your objectives. Service excellence is a journey that never ends and must be practiced. Celebrate your successes! ITIL is a world-renowned best practice framework, adopted by individuals and organizations in both the public and private sector as a framework for aligning IT services with the needs of the business.

This guide provides a comprehensive explanation of Incident Management, a critical process within the Service Operations book.

Service Operation is an essential element of the procedural life cycle, delivering service and value to the business, customers and users. It ensures that agreed upon service levels and quality are achieved or surpassed, providing both an introduction and guidelines to activities that contribute to IT operational excellence. ITIL emerged as a concept when the British government determined the quality of IT service provided to them was inadequate.

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The framework spread across Europe in the s. Success is achieved by promptly and effectively dealing with all Incidents reported by users, discovered by technical staff or automatically detected by a monitoring solution. Although there are endless reasons users contact the Service Desk for assistance, certain Incidents are common across every organization:. Service Operation delivers both long term incremental and short term ongoing improvements.

The primary goal of the Incident Management process is to restore normal service operation as quickly as possible. When successfully implemented, Incident Management offers the following types of benefits:. How does Incident Management work?


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  • ITIL provides a framework, not a rigid set of instructions, for effective IT service delivery, adaptable by organizations to meet their IT service delivery needs. The Incident Management process can be structured to manage Incidents reported automatically by an event management tool, by users or service desk technicians via a self-service portal, over the telephone, email or in person.

    The Incident Management lifecycle includes: 1 Incident identification Ideally Incidents are identified at a very early stage through automated event monitoring, even before it impacts a user. Sometimes Incidents are identified by the impacted user reporting it to the service desk.

    This step takes place immediately in order to determine the best course for correction. Initially, the service desk technician attempts to resolve the Incident. However, if the service desk is unable to provide resolution, the Incident is escalated to the appropriate level of support, possibly involving either second- or third-level technical support staff who possess the skills to resolve the Incident.

    Following confirmation that the Incident has been resolved, and the end-user is satisfied and in agreement, the Incident can be closed. The service desk technician should ensure that the initial classification details are accurate for future reference and reporting. A user satisfaction survey may be utilized to determine overall satisfaction with their service delivery. This is one of the most effective ways to build and maintain a positive relationship with your customers and users, especially if you pay close attention and implement improvements based on their feedback. There are several methods for gathering feedback, including after-call surveys, personal telephone surveys and, most commonly, the online survey.

    What is ITIL (Information Technology Infrastructure Library)? - Definition from diemaphofibu.ml

    There are a number of best practices one ideally follows when developing a user satisfaction survey:. These high impact and high urgency Incidents typically affect a large number of users and deprive the business of one or more critical services. In the case of a major Incident, a team will come together, placing the highest priority on restoring normal operation. Each organization will develop their own criteria for identifying a major Incident, but characteristics include:. ITIL processes interface with one another throughout the service lifecycle. As mentioned earlier, an Incident is an unplanned disruption or reduction in quality of an IT service.

    ITIL V3 services and processes

    Closely related are Problems, which are the unknown cause of one or more Incidents. Problem Management is designed to prevent or minimize the impact of Incidents by performing root cause analysis. Occasionally, both terms are used interchangeably.

    IT Service Management : [a companion to the IT Infrastructure Library] ; Version2.1b IT Service Management : [a companion to the IT Infrastructure Library] ; Version2.1b
    IT Service Management : [a companion to the IT Infrastructure Library] ; Version2.1b IT Service Management : [a companion to the IT Infrastructure Library] ; Version2.1b
    IT Service Management : [a companion to the IT Infrastructure Library] ; Version2.1b IT Service Management : [a companion to the IT Infrastructure Library] ; Version2.1b
    IT Service Management : [a companion to the IT Infrastructure Library] ; Version2.1b IT Service Management : [a companion to the IT Infrastructure Library] ; Version2.1b
    IT Service Management : [a companion to the IT Infrastructure Library] ; Version2.1b IT Service Management : [a companion to the IT Infrastructure Library] ; Version2.1b

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