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service desk

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single point of contact for users when there is a service disruption, a service request, or even some categories of requests for change; provides a point of communication to the users and a point of coordination for several IT groups and processes

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technical management

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provides the technical skills and resources needed to support the ongoing operation of IT services and the management of IT infrastructure; plays an important role in the design, testing, release, and improvement of IT services

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IT operations management

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executes the daily operational activities needed to manage the IT services and supporting IT infrastructure; this is done according to the performance standards defined during service design; two subfunctions that are generally organizationally distinct which are: IT operations control and facilities management

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application management

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responsible for managing applications throughout their lifecycle; function supports and maintains operational applications and also plays an important role in the design, testing, and improvement of applications that form part of IT services

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Name the RCV processes from service transition

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1. service asset and configuration management 2. change management 3. change evaluation 4. release and deployment management 5. service validation and testing 6. knowledge management

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Name the RCV process from service operation

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request fulfillment

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purpose of service transition

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ensure that new, changed, or retired services are meeting business expectations

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objectives of service transition

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-plan and manage service changes efficiently and effectively -manage risks relating to new, changed, or retired services -successfully deploy service releases into supported environments -set correct expectations on the performance and sue of new or changed services -ensure that service changes create the expected business value -provide good-quality knowledge and information about services and service assets

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scope of service transition

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-manage the complex lifecycle of changes -allow for innovation -minimize the risk and unintended consequences of change -introduce new services -decommission and retire services and components -transition services to and from external providers -track and manage components of services

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business value of service transition

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-produce high volumes of successful change -minimize the negative aspects of change -enable sharing of assets to minimize costs -reduce effort spent to manage test and pilot environments -increase confidence that new or changed services will meet business requirements -improve control of service assets and configuration

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RCV interacts with service strategy through

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1. financial management for IT services- helps determine the financial aspects of changes and releases 2. service portfolio management- change management is used to more services in and out of the service portfolio 3. demand management- patterns of business activity and user profiles are configuration items stored in the CMS and managed by the service asset and configuration management process

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RCV interacts with service design through

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1. service level management-services level agreements are configuration items, and are subject to change management 2. design coordination-the SDP is used to move services from one state to the next 3. availability management, capacity management, information security management, and IT service continuity management- participate in the change management process, and help assess the risk of impact caused by a change in their respective area 4. capacity management-ensures that capacity considerations were taken into account as part of release and deployment plans

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RCV interacts with service operation

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1. request fulfillment-interacts with change management through the concept of standard changes 2. problem management- often invoke change management to permanently correct the root causes of problems 3. incident management- relies on known error database during incident resolution, which is contained within the service knowledge management system 4. change management- provides a means for implementing service improvement plans 5. knowledge management- provides information used by continual service improvement when completing service improvement plans

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various aspects to consider when developing an effective service transition strategy

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-standards and agreements -stakeholders -framework for service transition -transition criteria -requirements identification -people -approach -deliverables -budget

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key initiatives for preparing for effective service transition

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-creating an effective service design package to determine how to move services from one lifecycle state to the next -reviewing and accepting inputs from the other service lifecycle stages -reviewing and checking the input deliverable (for example, change proposal, SDP, service acceptance criteria, and evaluation report -identifying, raising, and scheduling RFCs -checking that the configuration baselines are recorded in the CMS before the start of service transition checking transition readiness

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planning and coordinating service transition activities

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-planning an individual service transition -integrated planning -adopting program and project management best practices -reviewing transition plans

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various aspects to consider developing an effective Service Transition Strategy

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-standards and agreements -stakeholders -framework for service transition -transition criteria -requirements identification -transition criteria -requirements identification -people -approach -deliverables -budget P.1-31

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How service transition provides transition process support to stakeholders

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-ensure that all stakeholders understand transition plans -administration -communication -progress monitoring and reporting P. 1-37

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service asset and configuration management purpose

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-ensure that assets required to deliver services are properly controlled

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service asset and configuration management purpose

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-ensure that accurate and reliable information about the service assets and the relationships between those assets is available when needed

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SACM objectives

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-ensures that assets under the control of the IT organization are identified and controlled throughout their lifecycle

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SACM objectives

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-identify, control, record, report, audit, and verify service assets and configuration items, along with their attributes and relationships

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SACM objectives

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-account for, manage, and protect the integrity of configuration items

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SACM objectives

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-ensure the integrity of service assets and configuration items along with the configurations required to control these items

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SACM objectives

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-maintain accurate historical, current state, and planned configuration information

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SACM objectives

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-support other service management processes

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scope of SACM

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-manages the complete lifecycle of every CI

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scope of SACM

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-includes both internal and external services where ther are assets that need to be controlled

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scope of SACM

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-can include virtual assets such as virtual services

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scope of SACM

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-includes those fixed assets under the control of IT

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business value of SACM

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provides an accurate representation of services, releases, and environments; optimization of the performance of service assets

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SACM enables

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-better adherence to standards, legal, and regulatory obligations -better forecasting -improved change and release management -fewer incidents and problems -improved incident and problem resolution -improved ability to meet SLAs -ability to trace changes to requirements -better cost control -easier identification of the total cost of a service -increased ability to demonstrate the overall control of assets and services

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SACM business value - real life situations

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-source code control -ERP/intelligence: SACM is augumented by the CMIS/AMIS which help monitor/measure performance and are the basis for starting to create a service mgmt intelligence system for ITSM; the service desk when coupled with SACM and service level management can then be thought of as a quasi ITSM-CRM system as it enables IT to manage and report on the relationship it has with its customers and users of its services -system automation tables

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SACM policies

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-are based on the organization's business drivers -are defined for specific asset types -have cost and resource implications

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SACM principles

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-ensure that SACM costs are in-line with risks to services -meet governance requirements -deliver services as defined by SLAs -move from "find to fix" to "predict and prevent" proactive maintenance -maintain adequate and complete configuration information for internal and external stakeholders

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basic concept SACM: service asset

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any capability or resource that contributes to the delivery of a service

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basic concept SACM: configuration item

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any asset that needs to be managed and controlled in order to deliver service

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basic concept SACM: configuration record

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any record that details information such as attributes about a configuration item as well as relationships between that configuration item and other configuration items

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basic concept SACM: SKMS

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a set of tools and databases used to manage knowledge and information

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basic concept SACM: configuration model

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SACM process delivers and manages a single common representation, or model, of services, assets, components,a nd the relationships between all of these items; they provide the following: -ability to assess the impact and cause of incidents and problems -ability to assess the impact of proposed changes -ability to plan and design new or changed services -ability to plan releases and migrate service assets -ability to optimize asset utilization and costs

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SACM types of CIs: service lifecycle CIs

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provide an overall picture of an organization's services, and may include the business case, service management plans, service lifecycle plans, service design packages, release and change plans, and test plans

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SACM types of CIs: service CIs

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include capability assets such as management, organization, processes, knowledge and people as well as resource assets such as capital, applications, infrastructure, information, and data; additionally, service CIs include the service model, service packages, release packages, and service acceptance criteria

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SACM types of CIs: organization CIs

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include the organization's business strategy or other policies

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SACM types of CIs: internal CIs

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are those components delivered by individual projects, and include both tangible and intangible assets

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SACM types of CIs: external CIs

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are those components provided by suppliers or external third parties

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SACM types of CIs: interface CIs

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are components that are required to deliver a service across a service provider interface; an example given by ITIL is an escalation document that details how two organizations will handle incidents transferred between them

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configuration management database

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a database used to store configuration records throughout their lifecycle ; stores attributes of CIs and relationships with other CIs

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