ITIL Foundation

A proper backout plan?

Running the normal change process, recording change records, review of change requests, assess change requests, authorizing of change requests, koordination and approval of changes, review and closing of change records, hosting the CAB, maintaining an emergency plan for emergency chagnes.

Transition planning & support, release and deployment management, service asset and configuration management.

Planning and coordination of the resources, support of the transition team, managing of the open issues, managing of risks and deviations.

It is a logical representation model for services and CIs to show dependencies and relationships between different CIs

Service Lifecycle Cis (Service Management Plans, Service Design Packages, Testplans), Service CIs (Management, Process, Organization, Employee, Infrastructure), Organization CIs, Interface CIs, etc.

A Configuration Management System that contains:Inventory, Definitive Media Library and the Configuration Baseline (

It means Service Asset and Configuration Management and ist goals are support of efficient service management processes, providing reilable data in order to provide a basis for decision, defining and controlling infrastructure components.

Change management focuses on change control while release management focuses on implementation.

Release unit (size, complexity, interfaces and other properties define the size), Release design option (big bang or phased release), Release & deployment model (automated vs. manual, push vs. pull)

Release and deployment planning, release built and test, update DML, deployment, review and concluding

Event management, incident management, problem management, request fullfillment, access management.

Internal IT vs. External Business View, Stability vs. Agility, Cost vs. Quality, Reactive vs. Proactive.

Informal and formal communication: formal communication can contain: routine operative communication, communication between teams, performance reports, communication in relation to changes, projects or incidents, communication in case of emergencies, training, regular meetings to discuss service strategy, design or transition topics.

Non planned interruption or reduction of quality of an IT service. Also an outage of a CI without immidiate impact is an incident.

Recovery of IT service as quickly as possible, minimize negative impact on business, usually temorary solution.

Impact and Urgency (can be determined by an appropriate Matrix)

Major incidents require special handling and highest priority. They usually have high impact and high urgency.

Incident identification (ideally not identified by end-user), incident logging, categorization, priorization, initial diagnosis, functional escalation (level 1-3), hierarchical escalation in case SLA is threatened, analysis and investigation, solution and recovery, closing.

increase productivity and customer happyness, reduce breach of service level contracts, transparent and reduced support cost.

Model to assigne responsibilities to roles: Responsible (doing the work), Accountable (only one person), Consulted, Informed.

Service Strategy in the middle, then Service Design, Service Transition and Service Operation. All these are surrounded by Continual Service Improvement.

Interner Service Provider: erbringt Service nur fr eine explizite Business Unit Shared Service Provider: erbringt Service fr alle internen Units Externer Service Provider: erbringt Service fr unterschiedliche Kunden auf dem freien Markt

Internal customers: report to the same management, charging is done by internal transactions, requirements are not legally binding External customers: management is in a different legal entity, charging with real money, customer and user is in another legal entity

Service Owner Prozess Owner Prozess Manager Prozess Practitionieer Service Design Manager IT Planner IT Architect

Funktionale Anforderungen, Integrations-Aspekte, Anpassungsf„higkeit, Konformit„t, Bedienerfreundlichkeit, Security Administration, Support-Organisation

Utility: ist Utility gross, ist Funktionalit„t und positive Beeinflussung der Gesch„ftsergebnisse hoch Warranty: ist Warranty gross, ist Zusicherung der Leistung hoch und Warscheinlichkeit der positiven Beeinflussung ist hoch

Service pipeline, service katalog and discontinued services.

Dienstleistungskultur / Service und Kundenorientierung Vorleben, F”rdern und konsequentes Einfordern gemeinsam bestimmter Service Management Prinzipien, konstruktive Streitkultur

A Service Package is a group of services that provide one final service for the customer. It consists of core services (i.e. the ones that deliver the actual service), enabling services (i.e. procurement services, maintenance services, etc.) and extended services.

The Pattern of Business Activity describes when, how intensively a service is used. It also describes its dynamics which is important for understanding the supported business process, the demand pattern and capacity management and planning.

Resources and skills are strategic assets of each Service Provider. Resources are infrastructure, hardware, applications, financial means, and of course also employees.

For each service, the following information should be available: Name, Current Lifecycle Status, Service Type (i.e. Customer-facing service or supporting/technical service), Internal/ external, Service Owner, Customers, Contacts and procedures for signing up to the service, Description, Business justification, Business processes/ activities on the customer side supported by the service, Desired outcome in terms of utility (example: "Field staff can access enterprise applications xxx and yyy without being constrained by location or time"), Desired outcome in terms of warranty (example: "Access is facilitated worldwide in a secure and reliable manner"), Offerings and packages, variations (e.g. different Service Level packages on offer, different coverage of time zones, different coverage of geographical regions), Costs and pricing, Rules for penalties/ charge backs, Dependencies, Services, Required Infrastructure Services (Infrastructure Services on which this service depends), Supported services (other services which depend on this service) Components/ Configuration Items (major CIs like on which this service depends) Planned changes to the service,References to further documents and Glossary.

RTB: Investment for Running the Business (Operations) GTB: Investment for Growing the Business (Extend) TTB: Investment for Transforming the Business

Budget planning, Cost allocation, Service Invoicing

Adherence to Budgeting Process Cost-/ Benefit Estimation Post Implementation Review Adherence to Approved Budget Adherence to Project Resources Proposals for Cost Optimization Timeliness of Reporting Timeliness of Invoiving Budget Precision Break-even point

Generating added value through serivce delivery, service level packages, pattern of business activity, resources and skills, risk management, service portfolio management, financial management, business cases, business relationship management, technology and architecture, strategy management for IT services, demand management

the value is defined by the customer, the quality is negotiated betweek customer and supplier, the value of the service can change over time.

When the cost is lower than added value.