ITIL = IT Infrastructure Library. – The ITIL describes the processes that need to be implemented in an organization in the area of management, operations and. The ITIL (Information Technology Infrastructure Library) has become the de facto standard in IT Service Management. Some Basics IT Service Management Terminology & Key Concepts. The ITIL Service Lifecycle. ITIL Core Concepts. ITIL as a Good Practice Framework . .. 12 ITIL Processes by Lifecycle Phase.
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ITIL is a framework providing best practice guidelines on all aspects of end to end service The processes, tasks and checklists described in ITIL are not. Information Technology Infrastructure Library (ITIL). •. ITIL is a set of efficient, interrelated processes for delivery and support of IT services. •. Is documented by a. With the ITIL Process Manual Dr. James Persse has laid out practical ideas the theme of an ITIL-specific process and align to your objectives in such a way so.
The goal of Incident Management is to restore IT services to the normal state as soon as possible with workarounds or solutions to make sure that it does not affect business. An incident is an event that is not part of the standard operation; it is an event that you don't want to happen, however it eventually happens.
It may sound like a sugar-coated sophisticated trouble ticketing system. However, Incident Management tells you how to implement an IT Helpdesk that understands and works to meet business priorities.
Incident Management outlines the need to have a process to restore services. ServiceDesk function is the glue that binds the Service Support modules together with a Single Point of Contact to the user and ensures that IT Services stay focused on business. Record Basic User Details Is the user reporting an outage or asking for a new service If he is asking for new service - New Service Request Train your helpdesk analysts to get back to users who ask for new services Train them to record details of requests with urgency and priority Train the helpdesk team to look for new service plans and milestones Train them on where should they look for answers to FAQs If he is reporting about outage or disruption Incident Determine whether it is an Incident or not with basic diagnosis Check whether you can help with a resolution from the knowledge base Assign Incident to Specialist Support Group Work closely with Specialist Support Group to provide resolution to the user Close the incident with user confirmation Here's a sample Incident Management workflow.
Consider this as a basic format and make changes wherever required. Problem Management Problem Management The goal of Problem Management is to find the root cause of incidents and reduce the impact on business.
Problem Management is a proactive approach that prevents recurrence of incidents. Problem management brings strategy to your helpdesk; it helps you move from your firefighting mode to a proactive mode. In simple words, the disruptions faced by users are mostly different instances of a problem. When you find and eliminate the root cause of all the Incidents, you also prevent future incidents.
Once the problem is recorded, the problem technicians will check if it has been reported before and if there is a known workaround or solution. The technician needs to note that the problem has occurred and increase the problem count to measure the frequency of the problem. Classify the Problem to Determine the Right Priority It is important to classify the problem with Category, Sub Category and Item Business impact and urgency The classification helps technicians determine the priority of the problem.
Analyze the problem to determine the root cause When the problem is classified, it gives a clear picture to the problem technicians as to where they should start. Depending on whether the problem is in the users' machine, or in the proxy server or in the firewall, technicians may use various tools to diagnose and resolve it. The technician records all symptoms and the root causes along with a workaround or a solution.
Provide Resolution or Initiate a Request for Change Technicians can get back to users if there is a resolution readily available. If the problem requires a few changes in the system, they can provide a workaround and initiate a Request for Change. Eg: A group of users are not able to access the Internet, the root cause of which is the firewall.
Technicians can provide users with a workaround to access the Internet and initiate a Change Request to replace the firewall to prevent Internet unavailability in the future. Closing the Problem Although the Problem technicians close the problem, it is the responsibility of helpdesk engineers or frontline support staff to update users about all the activities.
When users have a single point of contact, they don't have to repeat themselves to different technicians. Also, the frontline staff who have logged the call ensure that the solution meets the users' needs exactly. Change Management Change Management The change management process helps you co-ordinate changes with minimal disruptions and accepted risk.
Most small businesses feel that Change Management is too controlling and that it is not possible to implement change quickly when you have a long-drawn process.
Change Management will not be complicated unless you plan to complicate it. It is about having a simple plan and organizing yourself so that you don't have surprises downtime.
In my opinion, every organization needs change management. It helps IT Managers and IT staff to keep executives and stake holders informed when important changes happen. When everyone from executives to IT staff is involved from decision-making to implementation it leaves no space for unwanted surprises.
Why did we adopt Change Management? They are: 1.
People: Human resources and organizational structures required to support the service 2. Processes: Service Management Processes required to support the service 3. Products: Technology and other infrastructure required to support the service 4. Partners: Third parties which offer additional support required to support the service Processes under Service Design are as follows: Service Catalog Management The Service Catalog is the subset of the Service Portfolio which contains services currently available to customers and users.
The Service Catalog is often the only portion of the Service Portfolio visible to customers.
The Service Catalog commonly acts as the entry portal for all information services in the live environment. Service Catalog Management involves management and control of the Service Catalog which contains information about services currently available to customers for use.
Service Level Management Service Level Management is the process charged with securing and managing agreements between customers and the service provider regarding the levels of performance utility and levels of reliability warranty associated with specific services.
Availability Management The Availability Management process is concerned with management and achievement of agreed-upon availability requirements as established in Service Level Agreements. In ITIL v4, availability is defined as the ability of a system, service, or configuration item to perform its function when required. Capacity Management Capacity Management deals with ensuring that cost-effective capacity exists at all times which meets or exceeds the needs of the business as established in Service Level Agreements.
In ITIL, capacity is defined as the maximum throughput a service, system, or device can handle. IT Security Management IT Security Management focuses on the protection of five basic qualities of information assets: Confidentiality: Assurance that the asset is only available to appropriate parties Integrity: Assurance that the asset has not been modified by unauthorized parties Availability: Assurance that the asset may be utilized when required Authenticity: Assurance that the transactions and the identities of parties to transactions are genuine Non-Repudiation: Assurance that transactions, once completed, may not be reversed without approval Supplier Management Supplier Management is the process charged with obtaining value for money from third-party suppliers.
Supplier Management handles supplier evaluation, contract negotiations, performance reviews, renewals and terminations. In this phase of the life cycle, the design is built, tested and moved into production to enable the business customer to achieve the desired value.
This phase addresses managing changes such as controlling the assets and configuration items e. Additionally, the phase handles service validation, and testing and transition planning, the latter ensuring that users, support personnel and the production environment have been prepared for the release to production.
Change Management The objective of this process activity is to control the lifecycle of all the changes. The primary objective of Change Management is to enable beneficial changes to be made with minimum disruption to IT services. Change Evaluation The objective of the change evaluation process is to assess major changes, like the introduction of a new service or a substantial change to an existing service, before those changes are allowed to proceed to the next phase in their lifecycle.
Project Management Transition Planning and Support This process is aimed at planning and coordinating use of resources to deploy a major release within the predicted cost, time and quality estimates. Application Development This makes available the applications and systems which provide the required functionality of IT services.
This process includes the development and maintenance of custom applications as well as the customization of products from software vendors.
Release and Deployment Management The objective of this process is to plan, schedule and control the movement of releases to test and live environments. The primary goal is to ensure that the integrity of the live environment is protected and that the correct components are released. Service Validation and Testing This ensures that deployed releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.
Service Asset and Configuration Management The objective is to maintain information about Configuration Items required to deliver an IT service, including their relationships. Knowledge Management The objective is to gather, analyze, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge. Incident Management The objective is to manage the lifecycle of all Incidents.
The primary objective of Incident Management is to return the IT service to users as quickly as possible. Request Fulfilment The objective is to fulfill Service Requests, which in most cases are minor Changes e. Access Management The objective is to grant authorized users the right to use a service, while preventing access to unauthorized users. The Access Management processes essentially execute policies defined in Information Security Management. Problem Management The process objective is to manage the lifecycle of all problems.