Foundation Certification †My Short Notes Essay Example for Free

Foundation Certification My Short Notes EssayA team or group of passel and the tools they use to carry out one or more do byes or activities. Functions provide units of organization trustworthy for specific outcomes. Functions argon logically isolated from each opposite. Definition playA set of incorporate activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders. routine has quest attri exclusivelyes. Trigger, Activity, Dependency SequenceProcess should be measurableProcess should produce specific outputProcess should meet customer expectationDefinition Process OwnerThe person/ procedure responsible for ensuring that the go is fit for the desired purpose and is responsible for the outputs of that operation. Definition swear out OwnerThe person/role accountable for the delivery of a specific IT suffice. They are responsible for continual improvement and focusing of change po ignant value under their care. The service of process owner is a primary stakeholder in all of the primal IT processes that modify or support the service they own. Definition processA means of delivering value to customers by facilitating outcomes customers exigency to achieve without the ownership of specific represents or risks. Definition RACI ModelR Responsibility (at least 1R per activity who is doing the actual work) A Accountability (1 A per activity)C ConsultI Inform do StrategyThe purpose is to define the perspective, position, plans, and patterns that a service provider unavoidably to be able to be given to meet an organizations business outcomes * Perspective Defines the organizations view of itself, generally communicated finished the organizations vision and direction. * Positions Defines the distinctiveness of the organization in comparison to its competitive market and as identified by means of the minds of its customers. * Plans The pre delineate details for supporting and enhancing the organizations perspective and positions, usually identifying a effectiveness future state for the organization and a strategic response to the state and level of investment holdd. * Patterns Defines the conditions and actions that must(prenominal) be consistently in place and repeatable to achieve the object lenss of the organization patterns allow the organization to shout the future. helping strategy defines the role of services and service provider in achieving the business objectives of the organization through counsel of IT.Value to CustomerTo enable a service provider to create value for a customer, a systematic nuzzle has to be adopted. For ITIL, this approach is determining service utility and service warranty. service of process Warranty (Fit for use) + answer proceeds (Fit for propose) = help Value operate utility and service warranty are present for every service provided to a customer. One can non exist without the ot her. By describing both Service Utility and Service Warranty, it enables the provider to clearly establish the value of the service, differentiate themselves from the competition, and, when necessary, attach a meaningful monetary value tag that has relevance to the customer and associated market space.Service Package = Enabling go + Core Services + Enhancing Services Definition Service AssetA Service Asset is any resource or capability used in the provision of services Definition care CaseThe business eggshell is a detailed analysis of the benefits and impact of the business action in meeting the business objective and disrupting the delivery of other IT services. Attributes Introduction, Methods Assumptions, Business fix, Risk Service Strategy ProcessesDemand commission Strategy precaution for IT Services are out of background familiarity for ITIL Foundation exam. 1. Financial centering* Responsible for securing the necessary livestock to provide the service to the cu stomer. * exert balance between cost of service and timbre of the service * Maintain balance between supply and demand* Activities* Budgeting* IT Accounting* Chargeback* Service Valuation* Outputs* Service Valuation* Service Investment Analysis* Compliance (Align with rules regulations)* Cost optimization* Support for BIA2. Service Portfolio focusing* Track services passim whole service lifecycle* Link services to their business objectives/value* Ensure all other management processes are working to get expected business outcomes * Includes Service Pipeline, Service compose Retired Service Catalog * Content Description, Requirements/Business Cases, Value, Options, Price, Risk, Priority Investment Categories and Budget AllocationsPhases/Activities of service portfolio management3. Business birth Management* Maintain relationship between customer and service provider and understand customer needs * Ensure high level of customer satisfaction* Understand service packages and ser vice level packages Service DesignBenefits of Service Design* Reduction in total cost of ownership (TCO)* Improved quality of service* Improved consistency of service* Easier implementation of new or changed services* Improved service alignment* Improved service execution of instrument* Improved IT governance* Improved effectiveness of service management and IT processes * Improved information and close-making* Improved alignment with customer values and strategiesThe Four Perspectives (Attributes) of ITSM* Partners/Suppliers* People* Product/ applied science* ProcessesMajor Aspects of Service Design* Service solutions for new or changed services* The management information systems and tools, in particular the service portfolio * The technology architectures and management architectures * The processes required* The measurement methods and metricsService Design Package (SDP)The table of contents of the service design package comprise foursome major sections with several smaller , but equally important, sub-sections. The four major sections are Requirements Service Design Organizational readiness assessment Service Lifecycle PlanService Design Processes1. Design Coordination* Single point of coordination and control for all activities processes in Service Design salute * Individual organizations decide whether they need Design Coordination process or not. Only major changes will require this process * Activities2. Service Level Management* Focus on Service Warranty (performance, availability, and tribute) * The establishment, monitoring, and improvements in service levels and their achievement * Communication to Customers Business managers on Service Levels. Will not conflict with Business consanguinity Management process since this will only focus on Service Warranty * Manage, Negotiate inventory SLR SLA* Develop Review OLA* Review UC for ensure they are align with SLA* Influence improvement deep down SIP* Monitor service performance against SLA * Three types of SLA structures. Service Based, Customer Based Multi Level/ hierarchal (Corporate, Customer Service based agreements)3. Supplier Management* UC (Underpinning Contracts) SCMIS (Suppliers Contracts Management Information System) * Activities* Definition of new supplier and contract requirements * Evaluation of new suppliers and contracts* Supplier and contract categorization and maintenance of the * SCMIS* Establishment of new suppliers and contracts* Supplier, contract, and performance management* Contract renewal or termination* Supplier Categorization* Supplier Management process activities are span across all states except Service Strategy4. Service Catalog Management* Include live service are services available for deployment (Customer-facing service and supportive services) * Service Catalog is a large part of the Service Portfolio. However, while the portfolio is focused on tracking the business requirements and the investments on a service, the Service Cata log is focused on the service solution and its delivery to the business * Service Catalog includes Business Service Catalog Technical Service Catalog * Top Down approach is used when defining service catalog. (Business - Technical) 5. Capacity Management* Maintain balance between Resources/Capabilities Vs Demand * Business Capacity Management Service Capacity Management * Sub-Process of capacity management* Business* Service* Components* Activities* implementation supervise* Demand Management Short term reactive activity* Application Sizing vernal or veerd service* Modeling Predict future behaviors* Tuning* Capacity readiness* Capacity Management Information System6. Availability Management* Ensure that the level of availability delivered to all IT services matches the concord need for availability or defined service level targets * Includes Reactive Activities (Monitoring, Incidents) Proactive Activities (Planning, Design)* Measurements* Mean clipping between Failures (MTBF) or Uptime* Mean Time to Restore Service (MTRS) or Downtime* Mean Time Between System Incidents (MTBSI)7. IT Service Continuity Management* Known as disaster recover cookery* offer and maintain IT Service Continuity plan to support Business Continuity Plan * Business Impact Analysis (Quantify the loss) Risk Assessment (Identify potential also-ran points) are considered when implementing strategy * Ongoing activities to make tidy sum aware about the recovery plan. Trainings, Reviews 8. Information Security Management* Information security is a hypercritical part of the warranty of a service * Ensuring that the concur business needs regarding the confidentiality, integrity, and availability of the organizations assets information, selective information, and IT services are matched * Develop and maintain information security policy align with business security requirements * Security test schedules and plans.* Information Security Management Perspectives* Organizational* P rocedural* Physical* Technical* fabric for Managing Information Security* Plan* Implement* chink* Evaluate* MaintainService TransitionService Transition Processes1. Transition Planning and Support* Ensure proper attention is given to the overall proviso for servicetransitions and to coordinate the resources required to implement the new or changed service * Provide clear and oecumenical plans that enable customer and business change projects to align their activities with the service transition plans * The scope of transition planning and support c at one timentrates on the resources, schedules, and budgets required to move the IT service * To standardize methods and procedures used for efficient and prompt manipulation of all changes * A transition strategy will be constructed to define how all transitions will be managed within the organization based on the type and size of transitions expected in the environment 2. noesis Management* Maintain a Service Knowledge Management System (SKMS) that provides controlled access to knowledge, information, and data that is tolerate for each audience * DIKW Data-Information-Knowledge-Wisdom structure* Database to capture Data, Information and Knowledge but not Wisdom * Components of SKMS3. Service Asset and Configuration Management* Ensure that assets under the control of the IT organization are identified, controlled, and properly cared for throughout their lifecycle * Identify, control, record, report, audit, and verify services and other word form items (CIs), including versions, baselines, constituent components, their attributes, and relationships * Manage complete life cycle of CI* Activities* Planning Strategy, Policy, Objectives, CMDB Design * Identification What CI to be recorded their relationships * Control* Status Accounting* stay Audit4. lurch Management* Ensure that all changes to configuration items are recorded in the configuration management system * Optimize overall business risk. It isof ten correct to minimize business risk, but sometimes it is appropriate to knowingly accept a risk because of the potential benefit. * Types of changes* Normal Changes Need to go through all steps of change management process * Standard Changes Pre approved changes. Should be possible via service request. No need of RFC * Emergency Change* steps* The RFC is logged.* An initial review is performed (to filter RFCs).* The RFCs are assessed and may require involvement of CAB or ECAB. * Authorization of change builds and test by the Change Manager * Coordination of the build and test, e.g., work orders are issued for the * Build of the change (carried out by other groups)* Change Management authorizes deployment.* Change Management coordinates the deployment (with multiple checkpoints). * The change is reviewed (Post Implementation Review). * The change is closed.5. Release and Deployment Management* Planning, scheduling, and lordly practices applied to the build, test, and deployment of releases * Define and agree Release and Deployment Management plans with customers and stakeholders * Four phases of release deployment management* Release Deployment Planning* Release Build Test* Deployment* Review CloseService OperationResponsible for the ongoing management of the technology that is used to deliver and support the services. Service Operation accepts the new, modified, retiring, or retired services fromService Transition, once the test and acceptance criteria have been met.FunctionsUnique to Service Operations is the introduction of functions. While a defined function does have responsibilities in all stages of the Service Lifecycle, the majority of activities they performed are completed within the scope of Service acts. 1. Service Desk* Single point of contact between the services being provided and the users. A typic Service Desk will manage incidents and service requests as well as communication with the users. Thus, the Service Desk cater will take to the woods the Incident Management and Request Fulfillment processes with the intent to restore normal-state service operation to users as quick as possible * Minimize service outage day to day basis* get in sure that agreed services only provide to those who authorized * Structures* Local* Central* Virtual* assume the Sun* Activities* log all request, prioritization, categorization and first level of investigation * Keep user apprised about incident outage* Customer satisfaction survey2. Technical Management* Custodian of technical knowledge and expertise related to managing the IT Infrastructure. It provides detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure. * Plays an important role in providing the actual resources to support the IT Service Management lifecycle. It ensures that resources are effectively trained and deployed to design, build, and transition, operate, and improve the technology to deliver and support IT Services.3. IT Operations Management* Ongoing management and maintenance of an organizations ITinfrastructure. IT operations is the set of activities used in the day-to-day running of the IT infrastructure to deliver IT services at agreed levels to meet stated business objectives.IT Operation Control * IT Operation Control* Job Scheduling, Backup, Restore and Monitoring* Facilities Management* Data Centers, Recovery Sites, Computer Rooms4. Application Management* Application Management covers the ideal ongoing lifecycle of an application, including requirements, design, build, deploy, operate, and optimize.Service Operation Processes1. Event Management* Detecting Event, Understanding Event, Determining Appropriate Control Action * Three Types of events* Informational* Warning* Exception* Populate SKMS with event information and history2. Incident Management* An unplanned interruption to an IT service or reduction in the quality of an IT service, or a failure of a CI that has not y et impacted an IT service * The purpose of Incident Management is not to prevent an incident, but to reduce its impact by restoring normal service operation as quickly as possible * Ensure that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management, and reportage of incidents * Incident Models Steps and procedures that should be used to manage previously seen and documented incidents * Steps* Order of Steps* Responsibilities Who should do what* Time scale/Threshold* Escalation Procedures* Any necessary evidence/prevention actions* Activities* Identification* Logging All incidents regardless of source of that incident * Categorization* Prioritization* Impact + Urgency = Priority* Initial diagnosing* Escalation* Functional* Hierarchical* Investigation and Diagnosis* Resolution* Closure3. Problem Management* Concentrate on diagnosing the root cause of incidents and on determining the resolution to those problems. * Defines a problem as the underlying cause of one or more incidents4. Request Fulfillment* Form of changes that are small in nature, low risk, and low cost in its execution, and are frequently performed * Activities* Menu Selection* Financial cheering Optional* Other Approval Optional* Fulfillment* Closure5. Access Management* Effectively execute the policies in Information Security Management, enabling the organization to manage the confidentiality, availability, and integrity of the organizations data and intellectual property.Continual Service Improvements* CSI is always seeking ways to improve service effectiveness, process effectiveness, and cost effectiveness * Review, analyze, prioritize, and make recommendations on improvement opportunities in each lifecycle stage * Periodically conducting internal audits indirect employee and process compliance * Periodically conducting customer satisfaction surveys* Continual Service Improvement Approach* CSI point* Part of SKMS. And keep track of all improvements opportunities. * Anyone should be able to access and submit improvement points to CSI bear witness * IT Governance has three main areas* Enterprise, Corporate, IT Governance* Types of Metrics* Technology Performance, Availability* Process KPI,* Service* tensity Metrics Resources, Features, Time ScheduleThe Deming Cycle* Plan Design or revise business process components to improve results * Do Implement the plan and measure its performance* Check Assess the measurements and report the results to decision makers * Act Decide on changes needed to improve the processSeven Steps Improvement Process1. Identify Strategy for Improvements2. Define What You Will Measure3. Gather Data4. Process Data5. dissect the information data6. Present and use the information7. Implement Improvement