Itil Framework
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Flashcards
Calculation of Financial Management
Return On Investment (ROI):
- ROI(%) = (Net profit / Investment) × 100
- ROI = (gain from investment - cost of investment) / cost of investment
5 individual aspects of Service Design:
- new or changed service solutions
- service management systems and tools, especially the Service Portfolio
- technology architectures and management systems
- processes, roles and capabilities
- measurement methods and metrics.
The 4 P’s of Service Design
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people: the people, skills and competencies involved in the provision of IT services
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products: the technology and management systems used in the delivery of IT services
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processes: the processes, roles and activities involved in the provision of IT services
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partners: the vendors, manufacturers and suppliers used to assist and support IT service provision.
define availability of a service
availability(%) = (Agreed Service Time - Downtime) *100 / Agreed Service Time
Purpose Security Management
Purpose is to align IT Security with Business Security and ensuring that Information Security is effectively managed:
- Information is available and usable when required (Availabilty)
- Information is observed by OR disclosed by only those who have right to that information (confidentiality)
- Information is accurate en complete (integrity)
- Transactions can be trusted (authencity)
7 R’s of Change Management
7 R’s
- Who RAISED the change?
- What is the REASON for the change?
- What RETURN will the change deliver?
- What RISKS are there?
- What RESOURCES will be nescesarry?
- Who is RESPONSIBLE to execute this change?
- What RELATIONSHIPS are there with other changes?
DIKW model - Knowledge management
DIKW model
- Data
- Information
- Knowledge
- Wisdom
Types of Event- Event management
Type of events
- Informational (green)
- Warning (yellow)
- Exception (red)
Functions of Itil
- Servicedesk
- IT Operations control (management)
- Application Management
- Technical Management
Task of Servicedesk
First contact for user organization
- Unskilled
- Skilled (high first fix)
Types:
- On premise
- Central
- Follow the sun
Tasks of IT Operation Management
Monitor and control the IT-service
Day-to-day routine tasks
- Relation: event management
Some of the tasks:
- Backup
- Restore
- Job scheduling
- Print/output management
Tasks of Application Management (F)
Managing applications through the lifecycle
Tasks
- Testing
- Training the organization
- One-time activities (export/import)
- If standard > Request fulfillment
Tasks of Technical Management (F)
Supports the IT-infrastructure
- Primary: hardware related
Tasks
- Testing
- Training of the organization
- Building / testing hardware
7 step improvement process: - Continual Service Improvement
7 step improvement process:
- What to measure
- What can we measure
- Collecting data
- Process data
- Analyze data
- Present data
- Implement
