Education Itil Process Pdf


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ITIL = IT Infrastructure Library. – The ITIL describes the processes that need to be implemented in an organization in the area of management, operations and. The ITIL (Information Technology Infrastructure Library) has become the de facto standard in IT Service Management. Some Basics IT Service Management Terminology & Key Concepts. The ITIL Service Lifecycle. ITIL Core Concepts. ITIL as a Good Practice Framework . .. 12 ITIL Processes by Lifecycle Phase.

Itil Process Pdf

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ITIL is a framework providing best practice guidelines on all aspects of end to end service The processes, tasks and checklists described in ITIL are not. Information Technology Infrastructure Library (ITIL). •. ITIL is a set of efficient, interrelated processes for delivery and support of IT services. •. Is documented by a. With the ITIL Process Manual Dr. James Persse has laid out practical ideas the theme of an ITIL-specific process and align to your objectives in such a way so.

IT staff may think that some alerts are crucial while the actions triggered by those alerts may not represent value to the final costumer. As a result, some waste may have not been identified and removed.

On the other hand, this may represent an opportunity to further employ a costumer-pull strategy, where end users can actually ask for the kind of actions they consider valuable. Reflection Through the analysis of these examples it is possible to realize that Lean may be used in the IT services area.

As a standard framework does not exist to be followed, when taking Lean initiatives it is hard to address all its principles and goals. The framework is based on the Lean methodology and addresses all its principles and goals. The following diagram represents the application of the framework in practice: 5 Figure 1 — Application of the framework The framework can repeatedly be applied to an ITIL process in order to constantly improve it.

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As Lean states, there is always waste to eliminate. In the following sections the framework will be explained in detail. Figure 2 — Framework Phases 6 4. Plan — Initial Planning The objective of this phase is to assess and understand ITIL best practices towards the process to be improved. It consists in three activities: 1. Define relevant metrics for the process — metrics are needed in order to quantitatively evaluate the process.

They can be found in ITIL books, papers and case studies. Map a desirable to-be Value Stream — Value Stream Maps are a graphical representation of the process, including the sequence of activities that compose it and quantitative information about them. This Value Stream map should represent a perfect process where Non-Value-Adding activities should only be present if they are considered essential. By reading ITIL literature it is possible to define it, as there is a detailed description of each process.

In order to capture this information there is the need to develop inquiries and interviews. Plan — Problem analysis This is the first phase that is depended of the organizational context. Map the as-is Value Stream — Observe the process where it takes place Gemba Walks and create a diagram with the sequence of activities that compose it. Gather quantitative information about each activity.

Quantify the previously defined metrics — Using the metrics defined in the first phase the ones that are suggested in ITIL , try to quantify them. It may be relevant to search for data in logging tools, records or statistical information about the process. Identify process costumers — They are the reason for a process to exist and it is important to understand who they are.

They can be identified by observing the process outputs.

Everyone who is receiving these outputs is a process costumer. With the answers, it becomes possible to comprehend the impact that each activity has in process outputs. If an activity enables a feature that represents value to the costumers, then it is considered as a Value-Adding activity, otherwise, it is considered Non-Value-Adding. Map a possible to-be Value Stream — This Value Stream represents a state for the process that is possible to achieve on the short term.

Conduct brainstorming sessions 7 Kaizen workshops with process managers and collaborators. Introduce them to relevant Lean tools like the 7 kinds of waste, value stream maps or spaghetti diagrams Schonberger, Analyze the as-is Value Stream Map searching for waste. Define a short term to-be Value Stream Map, which is an improved version of the current process.

Use the desirable to-be Value Stream Map, defined in the first phase, as a reference. Identify the Gap between the as-is and the possible to-be Value Stream — The purpose of this activity is to create charts and tables to quantitatively compare the as-is and the short term to-be state. Spider charts and Box Scores might be appropriated tools to be used.

Identify causes for the existing Gap — With the Gap documented, it is important to understand the reasons for its existence. Why is the process performing at this level?

Which are the most relevant issues? These are the questions that is important to get answered. Fishbone diagrams may be useful for this analysis.


Do — Solution Definition The objective of this phase is to determine how to achieve the possible to-be state. In this phase of the life cycle, the design is built, tested and moved into production to enable the business customer to achieve the desired value. This phase addresses managing changes such as controlling the assets and configuration items e. Additionally, the phase handles service validation, and testing and transition planning, the latter ensuring that users, support personnel and the production environment have been prepared for the release to production.

The objective of this process activity is to control the lifecycle of all the changes. The primary objective of Change Management is to enable beneficial changes to be made with minimum disruption to IT services.

The objective of the change evaluation process is to assess major changes, like the introduction of a new service or a substantial change to an existing service, before those changes are allowed to proceed to the next phase in their lifecycle. This process is aimed at planning and coordinating use of resources to deploy a major release within the predicted cost, time and quality estimates. This makes available the applications and systems which provide the required functionality of IT services.

This process includes the development and maintenance of custom applications as well as the customization of products from software vendors. The objective of this process is to plan, schedule and control the movement of releases to test and live environments. The primary goal is to ensure that the integrity of the live environment is protected and that the correct components are released.

This ensures that deployed releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service. The objective is to maintain information about Configuration Items required to deliver an IT service, including their relationships. The objective is to gather, analyze, store and share knowledge and information within an organization.

The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge. The objective is to make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions. The objective is to manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible. The objective is to fulfill Service Requests, which in most cases are minor Changes e.

The objective is to grant authorized users the right to use a service, while preventing access to unauthorized users. The Access Management processes essentially execute policies defined in Information Security Management.

The process objective is to manage the lifecycle of all problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes incident records, and uses data collected by other IT Service Management processes to identify trends or significant problems.

The objective is to monitor and control the IT services and their underlying infrastructure. The process objective of IT Operations Control is to execute day-to-day routine tasks related to the operation of infrastructure components and applications. This includes job scheduling, backup and restore activities, print and output management, and routine maintenance. The process objective is to manage the physical environment where the IT infrastructure is located. Facilities Management includes all aspects of managing the physical environment, for example power and cooling, building access management, and environmental monitoring.

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Technical Management provides technical expertise and support for management of the IT infrastructure. The objective of this is to make sure that IT services are delivered effectively and efficiently. The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.

Service operation delivers the service on an ongoing basis, overseeing the daily overall health of the service. This includes managing disruptions to service through rapid restoration after incidents; determining the root cause of problems and detecting trends associated with recurring issues; handling daily routine end-user requests; and managing service access.

The objective of this component is to use methods from quality management to learn from past successes and failures. The Continual Service Improvement process aims to continually improve the effectiveness and efficiency of IT processes and services in line with the concept of continual improvement adopted in ISO The objective of Service Review is to review business services and infrastructure services on a regular basis.

The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible. The objective of Process Evaluation is to evaluate processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, and holding regular benchmarking, audits, maturity assessments and reviews. The objective of CSI initiatives is to define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations.

ITIL: Key Concepts and Summary

The objective is to verify if improvement initiatives are proceeding according to plan and to introduce corrective measures where necessary. We hope all the core concepts of ITIL have been overviewed here.

All the key areas have been summarized and covered in this article. But is there something that you think we have left out? Please share it with us in the comments section below. Based in San Francisco, California, and Bangalore, India, Simplilearn has helped more than , students, professionals and companies across countries get trained, upskilled, and acquire certifications. Basics of Service Design: Service Management Stakeholders: TOGAF 9. The technician needs to note that the problem has occurred and increase the problem count to measure the frequency of the problem.

Classify the Problem to Determine the Right Priority It is important to classify the problem with Category, Sub Category and Item Business impact and urgency The classification helps technicians determine the priority of the problem.

Analyze the problem to determine the root cause When the problem is classified, it gives a clear picture to the problem technicians as to where they should start. Depending on whether the problem is in the users' machine, or in the proxy server or in the firewall, technicians may use various tools to diagnose and resolve it.

The technician records all symptoms and the root causes along with a workaround or a solution. Provide Resolution or Initiate a Request for Change Technicians can get back to users if there is a resolution readily available. If the problem requires a few changes in the system, they can provide a workaround and initiate a Request for Change.

Eg: A group of users are not able to access the Internet, the root cause of which is the firewall. Technicians can provide users with a workaround to access the Internet and initiate a Change Request to replace the firewall to prevent Internet unavailability in the future.

Closing the Problem Although the Problem technicians close the problem, it is the responsibility of helpdesk engineers or frontline support staff to update users about all the activities. When users have a single point of contact, they don't have to repeat themselves to different technicians.

Also, the frontline staff who have logged the call ensure that the solution meets the users' needs exactly. Change Management Change Management The change management process helps you co-ordinate changes with minimal disruptions and accepted risk.

Most small businesses feel that Change Management is too controlling and that it is not possible to implement change quickly when you have a long-drawn process. Change Management will not be complicated unless you plan to complicate it.

It is about having a simple plan and organizing yourself so that you don't have surprises downtime. In my opinion, every organization needs change management. It helps IT Managers and IT staff to keep executives and stake holders informed when important changes happen.

ITIL Heroes Handbook

When everyone from executives to IT staff is involved from decision-making to implementation it leaves no space for unwanted surprises. Why did we adopt Change Management? Our recruitment process for a fresher includes two parts: aptitude tests and personal interviews. Users have to log on to our testing platform -Zoho Challenge. Zoho Challenge was hosted on a Windows server.The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.

In the following sections the framework will be explained in detail. Hope you find it useful. Service Management: Do — Solution Implementation The objective of this phase is to implement all the actions defined in the previous phases. The value of a service consists of two components: Now on to the five core components of ITIL. Service Portfolio Management organizes the process by which services are identified, described, evaluated, selected, and chartered.

There is no profit motive or personal promotion.

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