ITIT2

Change The addition, modification or removal of anything that could have  an effect on IT services.

Standard change is a pre-authorized change that is low risk, relatively common and follows a procedure or work instruction. An Emergency change is a change that must be implemented as soon as possible, for example to resolve a major incident or implement a security patch. The third category is named normal change and is used for all other changes.

An incident is an unplanned interruption to an IT service or reduction on the quality of an IT service. Failure of a CI that has not yet impacted an IT service is also an incident. A problem is the underlying cause of one or more incidents. (e.g. failure of one disc)

Informational events:

• Event that does not require any action and does not present an exception 
• typically stored in the system or service log files 
• used to check on the status of service or device or to confirm the successful completion
• e.g. „A user has logged into an application“
   

Warning:

• event generated when a service has reached a treshold  that indicates a situation must be checked for preventing an exception
• e.g. „A user has logged into an application with an incorrect password“

Exception events

• service is currently operating abnormally (as defined by the organization) 
• typically SLA and OLA have been breached (verletzt) and the business is impacted.
• total failure, degraded performance
• e.g. „The completion time of a transaction is 10% longer than normal“

• ensure that service releases are deployed successfully into supported environments
• Service transition is to ensure that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stage of the lifecycle.
• Plan and manage service changes efficiently and effectively 
• Main objective: Manage risks relating to new, changed or retired services 

• restore normal  service operations as quickly as possible, with the least adverse(benachteiligt) possible impact on either the business or the user  ( at a cost-effective price)
• normal: an operational state where services and CIs are performing within their agreed service and operational levels

Incidents never turn into problems.

A problem is an underlying cause, which can evoke one or more incidents.

What is the main goal of the 7-step improvement process? Give a short summary of each step?

Puts a structure in place to enable continual assessment of the current situation against business needs and looks for opportunities to improve service provision, thus enabling overall business to be successful. Step 1:  Identify the strategy for improvement, Step 2: Define what you will measure?, Step 3: Gather the data, Step 4: Process, Step 5: Analyze the information and the data, Step 6: Present and use the information, Step 7: Implement Improvement

1. What is the vision? Formulate a vision, mission, goals and objectives together with the business (Business vision, mission, goals and objectives)
2. – Where are we now? (Baseline assessments) Recurd the current situtation and set the baseline
3. Where do we want to be? (Determine Measurable targets)
4.  How do we get there? (Draw ip a detailed service improvment plan (SIP)Service & process improvement)
5. Did we get there? (Measurements & metrics) Measure whether objectives have been achieved , and check if processes are complied with.
6. How do we keep the momentum going? (Übernehmen und maintain) (Slide 14)