ITIL Goals
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Flashcards
Goal and Subprocesses for Service Strategy
- To decide on a strategy to serve customers
- 5 processes
Goal of Financial Management
Goal: optimize the costs of IT Services
- Internal IT department:
- To provide cost‐effec:ve stewardship of the IT assets and resources used in providing IT services
- Outsourced IT department
- To be able to account fully for the spend on IT services and to be able to attribute these costs to the services delivered
Goal of Service Portfolio Management
Goal: to manage the Service Portfolio
- Contains all the IT services:
- From the past
- Current
- (Possible) future
Goal of Strategy Management
Goal: to assess the service provider’s offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers
Goal of Demand management
- Goal: to understand, anticipate and influence customer demand for services.
- Contains NO subprocesses
- Strong relation with Capacity Management
Goal of Service Design
To design new IT services
- Input: Service Strategy
Goals of Design Coordination
Goal: aims to coordinate all service design activities, processes and resources.
Goal of Service Catalogue Management
to ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services
Goal of Service Level Management
Goal: to negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets.
Goal of Service Continuity Management
Goal: to manage risks that could seriously impact IT services.
Goal of Supplier Management
Goal: to ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
Goal of Availability Management
to define, analyze, plan, measure and improve all aspects of the availability of IT services
Goal of Capacity Management
•Goal: to ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner
Goal of Security Management
Goal: to ensure the confidentiality, integrity and availability of an organization's information, data and IT services.
Goal of Service Transition
•Build and deploy IT services
Goal of Transition Planning & Support
•Goal: to plan and coordinate the resources to deploy a major Release within the predicted cost, time and quality estimates.
Goal of Change Management
•Goal: to control the lifecycle of all Changes.
Goal of Change Evaluation
•Goal: to assess major Changes, like the introduction of a new service or a substantial change to an existing service.
Goal of Service validation and testing
•Goal: o ensure that deployed Releases and the resulting services meet customer expectations.
Goal of Service asset / configuration mgt
•Goal: to maintain information about Configuration Items required to deliver an IT service, including their relationships.
Goal of Release / deployment management
•Goal: to plan, schedule and control the movement of releases to test and live environments.
Goal of Knowledge management
•Goal: o gather, analyze, store and share knowledge and information within an organization.
Goals of Event management
•Goal: to make sure CIs and services are constantly monitored.
Goal of Incident management
•Goal: to return to normal service as soon as possible.
Goal of Problem management
•Goal: to prevent incident from happening
- Pro-active
- Reactive
Goal of Request fulfillment
•Goal: to fulfill service requests
Goals of Access management
Goal: to grant access to the right service
- Preventing non-authorized users
- Relation with Security Management
Goal of Continual Service Improvement
Uses methods to learn from the past:
- Failures
- Successes
Goal: Continual improve the service
