ITIL Concepts

The Visible OPS Handbook: Implementing ITIL in 4 Practical and Auditable Steps claims to be based on ITIL but to focus specifically on the biggest “bang for the buck” elements of ITIL. The ITIL-process Security Management describes the structured fitting of information security in the management organization.

It would be wrong to assume that every aspect of PRINCE2 will be applicable to every project. Recovery options need to be considered for IT systems and networks, and critical services such as telecommunications and power. -ITIL- Conseil The goal of SAM is to reduce IT expenditures, human resource overhead and risks inherent in owning and managing software assets.

Service Desk: not only handles incidents, problems and questions but also provides an interface for other activities such as change requests, maintenance contracts, software licenses, Service Level Management, Configuration Management, Availability Management, Financial Management and IT Services Continuity Management. The business impact analysis evaluates the what-if scenarios to consider what might happen after a disaster.

Given the huge number of laptops, pda’s, phones and other such items–including ones with state secrets–that are left in taxis each day, it would be best to always completely power down if you aren’t actually using the machine.

It includes many project management disciplines in common with PRINCE2, but has a broader focus to include the necessary integration of Release Management and both functional and non functional testing. ITIL exponents, citing ITIL’s stated intention to be non-prescriptive, are expecting that organizations will have to engage ITIL processes with their existing overall process model.

PRINCE2 is a structured approach to project management. The PRINCE2 process consists of three sub-processes and these cover the way in which a work package should be accepted, executed and delivered. Best Practices IT Using Prince2 method means that documents, logs and lists have to be written, its usage in small projects if the scalability of Prince2 is not understood and applied, implies a relatively large volume of work .

To help maintain the process, a commitment to training, reviewing the process, and testing the process needs to occur. Many non-technology companies, such as those in the financial, retail, and travel industries, have significant information technology systems which are not exposed to customers.

ITSM is generally concerned with the “back office” or operational concerns of information technology management (sometimes known as operations architecture), and not with technology development.

The goal of ‘Problem Management’ is to resolve the root cause of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. The ITIL framework doesn’t outline specific steps that businesses must follow, but it shares with IT professionals best practices that they can customize to their organizations.

Communication: keeping the customer informed of progress and advising on workarounds. The high level activities are Risk Analysis, Contingency Plan Management, Contingency Plan Testing, and Risk Management. Exin -ITIL- Icon ITSM represents a structured approach to how an IT organization goes about planning for, developing, delivering and supporting IT services.

First there is the main subject, which is the backbone of the diagram that we are trying to solve or improve. There is an international, chapter-based professional association, the IT Service Management Forum (ITSMF), which has a semi-official relationship with ITIL and the ITSM audit standard ISO/IEC 20000.

Security is the means to be safe against risks.

IT Service Management as a concept is related but not equivalent to ITIL which, in Version 2, contained a subsection specifically entitled IT Service Management (ITSM). Primarily as a support to other processes, both in Infrastructure Management and Service Management, Technical Support provides a number of specialist functions: Research and Evaluation, Market Intelligence (particularly for Design and Planning and Capacity Management), Proof of Concept and Pilot engineering, specialist technical expertise (particularly to Operations and Problem Management), creation of documentation (perhaps for the Operational Documentation Library or Known Error Database).

The ITIL library has been recently refined by including IT Service Management issues raised by the introduction of new technology, and the impact of increasing IT and business complexity. It is essential that organisations are consistent in ensuring that appropriate IT Service Continuity plans have been made to support the business and its continuity requirements. -ITIL- V3 Foundations Course Once the activities required to create these products are identified then it is possible to estimate the effort required for each and then schedule activities into a plan.

ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT - although its historical roots in IT operations may limit its applicability across other major IT activities, such as IT portfolio management and software engineering. A known error is a condition identified by successful diagnosis of the root cause of a problem, and the subsequent development of a Work-around.

SAM includes maintaining software license compliance; tracking the inventory and usage of software assets; and maintaining standard policies and procedures surrounding the definition, deployment, configuration, use and retirement of software assets.

The Service Support ITIL discipline is focused on the User of the ICT services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions. The set of best practices, which were developed in the UK in the 1980s, have become the standard for IT service management globally, despite the fact that the framework represents a dramatic shift from traditional IT thinking.

Capacity management - This ensures that business requirements are fully supported by the appropriate IT hardware resources. The process dictates how the end of the stage should be reported. IT-Service Management Plan It would be wrong to assume that every aspect of PRINCE2 will be applicable to every project.

The publications were retitled primarily as a result of the desire (by Roy Dibble of CCTA) that the publications be seen as guidance and not as a formal method and as a result of growing interest from outside of the UK Government. To help maintain the process, a commitment to training, reviewing the process, and testing the process needs to occur.

ITIL Service Support Processes include Incident Management, Problem Management, Configuration Management, and Change Management.

Although developed during the 1980s, ITIL was not widely adopted until the mid 1990s. The Information Technology Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations.

Releases can be divided based on the release unit into: Providing information to the organization is a vital element. Nagios -ITIL- The goal of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

Operational management - As the ITSCM process needs to be maintained. The CCTA IT Security and Privacy group provided the CCTA IT Security Library input to GITMM, but when CCTA was broken up the security service appropriated this work and suppressed it as part of their turf war over security responsibilities.

The service desk is the single contact point for the customers to record their problems.

An ITIL Triangle is a diagram that describes the relationship between ITIL, the BS15000 service management standard, and your own in-house procedures. After the initial publication, the number of books quickly grew within ITIL v1 to over 30 volumes.

“ICT” is an acronym for “Information and Communication Technology”. Quality control during the development and implementation of new hardware and software is also the responsibility of Release Management. -ITIL- V3 Application Development The enhanced Telecom Operations Map eTOM published by the TeleManagement Forum offers an alternative framework aimed at telecommunications service providers.

It may be a good idea to have a yearly mock test budgeted. After implementation has been completed, the process needs to be maintained as part of business as usual.

The EXIN and ISEB administer exams and award qualifications at Foundation, Practitioner and Manager/Masters level currently in ‘ITIL Service Management’, ‘ITIL Application Management’ and ‘ICT Infrastructure Management’ respectively.

The British Educational Communications and Technology Agency (BECTA) has developed the Framework for ICT Technical Support (FITS) and is based on ITIL, but it is slimmed down for UK primary and secondary schools (which often have very small IT departments). An ITIL Toolkit usually includes materials which are intended to assist in both understanding and implementation, and are designed for both existing ITIL users and beginners.

PRINCE2 defines 45 separate sub-processes and organizes these into eight processes. Minor software releases and hardware upgrades, normally containing small enhancements and fixes, some of which may have already been issued as emergency fixes. -ITIL- Management Briefing The goal of Change Management is to ensure that standardized methods and procedures are used for efficient handling of all changes, in order to minimize the impact of change-related incidents and to improve day-to-day operations.

Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers. The Practitioner Level provides the skills necessary for the process owner, managers and staff members.

Help Desk: manage, co-ordinate and resolve incidents as quickly as possible.

A new and enhanced glossary has been developed as a key deliverable of the ITIL v3 (also known as the ITIL Refresh Project). Many ITIL-certified consultants and trainers have set up business for themsleves to assist companies to implement these best practices.

Virtual Service Desk: for organizations having multi-country locations - can be situated and accessed from anywhere in the world due to advances in network performance and telecommunications, reducing operational costs and improving usage of available resources. APM Group have defined the concept of a PRINCE2 Maturity Model. -ITIL- Downloads One popular method of resilience is redundancy.

Warm start - This is an option used by organizations that need to recover IT services and facilities within a 24- to 72-hour period. The ITSCM policy is the bought into and formalized plan to influence and determine decisions, actions, and other matters regarding IT continuity.

Providers of IT services can no longer afford to focus on technology and their internal organization, they now have to consider the quality of the services they provide and focus on the relationship with customers.

Since its inception, ITIL has become a world-wide de facto standard for best practices in IT service management. Although the ITIL covers a number of areas, its main focus is on IT Service Management.

PRINCE2 has become increasingly popular and is now the de facto standard for project management in the UK. Packaged Release: is a combination of many changes. -ITIL- Best Practices The high level activities are Risk Analysis, Contingency Plan Management, Contingency Plan Testing, and Risk Management.

The proactive process identifies and resolves problems before incidents occur. Analogous to debates in software engineering between agile and prescriptive methods, there is debate between lightweight versus heavyweight approaches to IT service management.

The main aims of Change Management are important to be aware of.