ITIL Foundation
ITIL Foundation
ITIL Foundation
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Lernkarten
Activity based, usage based, agreement based, indirect cost rate
Design Coordination, Service Level Management, Service Katalog Management, Availability Management, Information Security Management, Supplier Management, Capacity Management, IT Service Continuity Management
People, Processes, Products, Partner
Design of the service solution, design of service portfolio, technology and architecture, processes, systems for measuring
Contains anything relevant that is required to validate and operate the service. i.e. requirements for Hardware, Software, Testing, Deployment, description of service, business requirements, KPIs etc.It is maintained over the whole service lifecycle.
Application service packages, service specification, service model, architecture, definition of realease packages, release and deployment plan, service acceptance criteria
Service Package from Strategy -> Service Design Package -> Service Transition Phase
Balanced design (functionality, resources, timing), identification of service requirements, identification of business requirements, design activities, design constraints, service oriented architecture, business service management, service design models
UC means Underpinning Contract. It is required between the service provider and external suppliers as well as between internal and external suppliers.
SLM means Service Level Management. It includes the definition, assuring, monitoring and fullfillment of SLA between the service provider and the customer.
OLA means Operational Level Agreement. It is required between the service provider and internal suppliers.
Service based SLA: one SLA for the service, which will be valid to all customers, i.e. same SLA for all customers Customer based SLA: specific SLA covering all services for one customer, every customer has an individual SLA Multi-Level SLA: mixture of the above, usually combined with general terms & conditions.
Negotiate and define SLAs, monitor, measure and report compliance with SLA, improve SLAs
Service Portfolio Management (planning, adjustment of changed services, adjustment to new customer requirements) Service Catalogue Management (offered services, adjustment of offers and customer requirements) Change Management (implementation of new or modified customer requirements)
To assure and deliver services according an agreed upon level of quality.
Measurable service delivery, transparency in regard to performance and cost, deliver only agreed upon services (i.e. reduce cost), improve customer relation in order to optimize services.
Define, negotiate and document service level requirements Monitor and measure of delivered performance Measuring and improving customer satisfaction Implementing an improvement program
Identify customer representative which performs negotiation Coordination of SLA, OLA and UC Realistic requirements and measurable service levels Delivering agreed upon services at justifiable cost Managing interfaces between business and user
SLM, SLA, OLA, UC, SLR, Service Catalogue, Service Portfolio, SIP, SLAM, CMS
Reduction of missed or near-missed SLAs in % Number of Services that are completely covered by SLAs Reduction of cost to deliver services
Creating and maintaining a catalogue with all relevant information (status, interfaces, dependenceis, et.c) of a service.
Having one central and up to date repository that can be used for communication and for example for a BIA.
Identify vital business funcitons, design for availability, design for recovery
Monitor availability, measure service and compoments
Availability (SLA), Reliability & Managebility,(OLA), Serivceability (Underpinning Contracts)
Mean Time Between Service Incident
Mean Time Between Failure
Mean Time to Restore Service
Strategic suppliers, tactical suppliers, operative suppliers and commodity suppliers.
Business Capacity Management, Service Capacity Management, Component Capacity Management
Hardware, Software, Datacenter, Network, Personnel, Knowhow?.
Defining and realization of services and service assets with policies, architecture and a portfolio on the basis of a strategic goals and buiseness requirements.
Service Catalogue Management, Service and Portfolio Design, Service Level Management, Capacity & Availability Management, Service Continuity Management, Information Security Management, Supplier Management, Design Coordination
Change management, release and deployment management, knowledge management, service asset and configuration management, transition planning and support, service validation and testing, process change evaluation.
Planning and steering resources in order to transfer new or changed services into production, assuring business utility while reduce negative impact.
No matter wheter this is a specific or general policy it needs to cover the following: numbering approach, roles and responsibilities, schedule for applying releases, build, test and demployment methods, exit- and entry criteria
Major, minor and emergency release
Changes happen at different levels: strategic, tactical and operational, it should interact with business and supplier change management.
React to changing customer requirements, prevent incidents and interruptions, assure standardized methods and techniques are used when impelemting changes.
Efficient changes of business and IT services, reduction of support cost, improve reputation of IT, knowing the risks, tracebility of changes, questioning of changes.
