IT Service Management/Collection

IT Service Management

Learning Guide

This learning guide supports the Wikiversity course IT Service Management, available at http://en.wikiversity.org/wiki/IT_Service_Management.

Overview

IT Service Management, also known as ITSM, focuses on the implementation and management of quality information technology services through people, processes, and information technology, based on standardized process improvement frameworks and methodologies.^[1]

This course comprises seven lessons on IT service management. Each lesson includes a combination of Wikipedia readings, YouTube videos, and hands-on learning activities. The course also assists learners in preparing for ITIL Foundation certification.

This entire Wikiversity course can be downloaded in book form by selecting Download Learning Guide in the sidebar.

Preparation

This is a third-semester, college-level course. Learners should already be familiar with IT Service and Support concepts.

Lessons

Multimedia

External Links

Bibliography

Brewster, Earnest, et al. (2012). IT Service Management - A guide for ITIL Foundation Exam candidates. British Informatics Society Limited. ISBN 9781906124939
Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757
Knapp, Jill. (2011). ITIL V3 Foundation Exam Video Mentor. Pearson. ISBN 9780789742599

References

↑ Wikipedia: IT service management

Lesson 1 - Service Management

Service management is a set of specialized organizational capabilities for providing value to customers in the form of services.^[1] This lesson introduces service management, the Information Technology Infrastructure Library (ITIL), and the ITIL service lifecycle.

Objectives and Skills

Objectives and skills for the Service Management portion of ITIL Foundation certification include:^[2]

Describe the concept of best practices in the public domain
Describe and explain why ITIL is successful
Define and explain the concept of a service
Define and explain the concept of internal and external customers
Define and explain the concept of internal and external services
Define and explain the concept of service management
Define and explain the concept of IT service management
Define and explain the concept of stakeholders in service management
Define processes and functions
Explain the ITIL process model and the characteristics of processes
Describe the structure of the ITIL service lifecycle

Readings

Multimedia

Activities

Describe the concept of best practice and identify three sources of best practice. Include examples of best practices demonstrated by the service desk at your organization, your school, or a service desk you've contacted recently.
Describe three reasons why ITIL is successful. Include examples of how this success is demonstrated by the service desk at your organization, your school, or a service desk you've contacted recently.
Explain the concept of a service and include a specific example or examples.
Explain the difference between internal and external customers and include examples of each.
Explain the difference between internal and external services and include examples of each.
Explain the concept of IT service management. Include examples to support the explanation.
Explain the differences between processes, roles, and functions and include examples of each.
Explain the ITIL process model and the characteristics of processes. Include examples of at least three processes.
Describe the structure of the ITIL service lifecycle. Include descriptions for each of the five stages of the lifecycle.
Case Project - Form teams of three to five students. Begin to design a service desk operation for a hypothetical organization of your choice. Your service desk will serve both internal and external customers of the organization.
- Create a new document or wiki page and list your team members.
- Add sections to the document for Introduction, Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement, and Functions and Responsibilities.
- Under Introduction, describe your organization. What industry is it in? What products or services does it provide?
- What is the structure of the organization? How many employees are there? Create an organization chart to document the organizational structure and add it to the introduction.
- Identify internal service desk customers. Which departments do they work for and what are their needs? Add this information to the introduction.
- Identify external service desk customers. What products or services do they use and what are their needs? Add this information to the introduction.
- Design a team logo the team will use for project documentation. Add the logo to the project documentation.
Use the Discuss page to post comments and questions regarding this lesson.
Review the lesson summary, key terms, review questions and assessments below.

Lesson Summary

Best practice is proven activities or processes that have been successfully used by multiple organizations.^[3]
Sources of best practice include public frameworks, standards, and proprietary knowledge.^[4]
ITIL is successful because it offers vendor-neutral, non-prescriptive best practices.^[5]
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.^[6]
Internal customers work for the same business as the IT service provider. External customers work for a different business than the IT service provider.^[7]
Internal service providers are part of the same organization as the customer. A shared service provider is an internal service provider that provides shared IT services to more than one business unit. External service providers are part of a different organization from its customers.^[8]
Internal, shared, and external service providers are also known as Type I, Type II, and Type III service providers, respectively.^[9]
Service management is a set of specialized organizational capabilities for providing value to customers in the form of services.^[10]
IT Service Management is the implementation and management of quality IT services that meet the needs of the business, and is performed by IT service providers through an appropriate mix of people, process and information technology.^[11]
Stakeholders are those with an interest in an organization, project, IT service, etc. This includes customers, partners, employees, shareholders, owners, etc. They may be interested in the activities, targets, resources, or deliverables.^[12]
Processes are structured sets of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. It may include any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs. A process may define policies, standards, guidelines, activities and work instructions if they are needed.^[13]
Roles are sets of responsibilities, activities and authorities assigned to a person or team.^[14]
Functions are teams or groups of people and the tools or other resources they use to carry out one or more processes or activities.^[15]
Process characteristics include measurability, specific results, customers, and responsiveness to triggers.^[16]
The process model describes actions, dependencies and sequences that use inputs and triggers, combined with resources and capabilities, to produce specific, measurable results.^[17]
The ITIL service lifecycle includes Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.^[18]
Service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organization’s business outcomes.^[19]
Service design includes the design of the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments.^[20]
Service transition ensures that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle.^[21]
Service operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers.^[22]
Continual service improvement ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes.^[23]

Key Terms

acceptance: Formal agreement that an IT service, process, plan or other deliverable is complete, accurate, reliable and meets its specified requirements.
accredited: Officially authorized to carry out a role.
activity: A set of actions designed to achieve a particular result.
agreement: A document that describes a formal understanding between two or more parties.
application: Software that provides functions which are required by an IT service.
assessment: Inspection and analysis to check whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met.
audit: Formal inspection and verification to check whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met.
Best Management Practice (BMP): The Best Management Practice portfolio is owned by the Cabinet Office, part of HM Government.
best practice: Proven activities or processes that have been successfully used by multiple organizations.
British Standards Institution (BSI): The UK national standards body, responsible for creating and maintaining British standards.
budget: A list of all the money an organization or business unit plans to receive, and plans to pay out, over a specified period of time.
budgeting: The activity of predicting and controlling the spending of money.
business process: A process that is owned and carried out by the business.
business service: A service that is delivered to business customers by business units.
business service management: The management of business services delivered to business customers.
category: A named group of things that have something in common.
certification: Issuing a certificate to confirm compliance to a standard.
classification: The act of assigning a category to something.
client: A generic term that means a customer, the business or a business customer.
code of practice: A guideline published by a public body or a standards organization, such as ISO or BSI.
compliance: Ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.
component: A general term that is used to mean one part of something more complex.
concurrency: A measure of the number of users engaged in the same operation at the same time.
contract: A legally binding agreement between two or more parties.
control: A means of managing a risk, ensuring that a business objective is achieved or that a process is followed.
control processes: The ISO/IEC 20000 process group that includes change management and configuration management.
cost: The amount of money spent on a specific activity, IT service or business unit.
cost benefit analysis: An activity that analyses and compares the costs and the benefits involved in one or more alternative courses of action.
cost effectiveness: A measure of the balance between the effectiveness and cost of a service, process or activity.
countermeasure: Can be used to refer to any type of control. The term is most often used when referring to measures that increase resilience, fault tolerance or reliability of an IT service.
course corrections: Changes made to a plan or activity that has already started to ensure that it will meet its objectives.
crisis management: Crisis management is the process responsible for managing the wider implications of business continuity.
critical success factor (CSF): Something that must happen if an IT service, process, plan, project or other activity is to succeed.
culture: A set of values that is shared by a group of people, including expectations about how people should behave, their ideas, beliefs and practices.
customer: Someone who buys goods or services.
customer asset: Any resource or capability of a customer.
deliverable: Something that must be provided to meet a commitment in a service level agreement or a contract.
dependency: The direct or indirect reliance of one process or activity on another.
differential charging: A technique used to support demand management by charging different amounts for the same function of an IT service under different circumstances.
document: Information in readable form.
driver: Something that influences strategy, objectives or requirements.
estimation: The use of experience to provide an approximate value for a metric or cost.
exception report: A document containing details of one or more key performance indicators or other important targets that have exceeded defined thresholds.
external customer: A customer who works for a different business from the IT service provider.
external metric: A metric that is used to measure the delivery of IT service to a customer.
fulfilment: Performing activities to meet a need or requirement.
function: A team or group of people and the tools or other resources they use to carry out one or more processes or activities.
governance: Ensures that policies and strategy are actually implemented, and that required processes are correctly followed.
guideline: A document describing best practice, which recommends what should be done.
information technology (IT): The use of technology for the storage, communication or processing of information.
infrastructure service: A type of supporting service that provides hardware, network or other data center components.
internal customer: A customer who works for the same business as the IT service provider.
internal metric: A metric that is used within the IT service provider to monitor the efficiency, effectiveness or cost effectiveness of the IT service provider’s internal processes.
International Organization for Standardization (ISO): A non-governmental organization that is a network of the national standards institutes of 156 countries.
internet service provider (ISP): An external service provider that provides access to the Internet.
ISO 9000: A generic term that refers to a number of international standards and guidelines for quality management systems.
ISO 9001: An international standard for quality management systems.
ISO/IEC 20000: An international standard for IT service management.
IT infrastructure: All of the hardware, software, networks, facilities etc. that are required to develop, test, deliver, monitor, control or support applications and IT services.
IT service: A service provided by an IT service provider.
IT service management: The implementation and management of quality IT services that meet the needs of the business.
IT Service Management Forum (itSMF): The IT Service Management Forum is an independent organization dedicated to promoting a professional approach to IT service management.
ITIL (Information Technology Infrastructure Library): A set of best-practice publications for IT service management.
job description: A document that defines the roles, responsibilities, skills and knowledge required by a particular person.
lifecycle: The various stages in the life of an IT service, configuration item, incident, problem, change etc.
manageability: An informal measure of how easily and effectively an IT service or other component can be managed.
management information: Information that is used to support decision making by managers.
Management of Risk: Includes all the activities required to identify and control the exposure to risk, which may have an impact on the achievement of an organization’s business objectives.
management system: The framework of policy, processes, functions, standards, guidelines and tools that ensures an organization or part of an organization can achieve its objectives.
maturity level: A named level in a maturity model.
mean time to repair (MTTR): The average time taken to repair an IT service or other configuration item after a failure.
mean time to restore service (MTRS): The average time taken to restore an IT service or other configuration item after a failure.
mission: A short but complete description of the overall purpose and intentions of an organization.
model: A representation of a system, process, IT service, configuration item etc. that is used to help understand or predict future behavior.
modelling: A technique that is used to predict the future behaviour of a system, process, IT service, configuration item etc.
objective: The outcomes required from a process, activity or organization in order to ensure that its purpose will be fulfilled.
operate: To perform as expected.
operational: The lowest of three levels of planning and delivery (strategic, tactical, operational).
operational cost: The cost resulting from running the IT services, which often involves repeating payments
optimize: Review, plan and request changes, in order to obtain the maximum efficiency and effectiveness.
organization: A company, legal entity or other institution.
outcome: The result of carrying out an activity, following a process, or delivering an IT service etc.
partnership: A relationship between two organizations that involves working closely together for common goals or mutual benefit.
performance: A measure of what is achieved or delivered by a system, person, team, process or IT service.
performance management: Activities to ensure that something achieves its expected outcomes in an efficient and consistent manner.
plan: A detailed proposal that describes the activities and resources needed to achieve an objective
planning: An activity responsible for creating one or more plans.
policy: Formally documented management expectations and intentions.
post-implementation review (PIR): A review that takes place after a change or a project has been implemented.
practice: A way of working, or a way in which work must be done.
prerequisite for success (PFS): An activity that needs to be completed, or a condition that needs to be met, to enable successful implementation of a plan or process.
procedure: A document containing steps that specify how to achieve an activity.
process: A structured set of activities designed to accomplish a specific objective.
process control: The activity of planning and regulating a process, with the objective of performing the process in an effective, efficient and consistent manner.
process manager: A role responsible for the operational management of a process.
process owner: The person who is held accountable for ensuring that a process is fit for purpose.
pro-forma: A template or example document containing sample data that will be replaced with real values when these are available.
program: A number of projects and activities that are planned and managed together to achieve an overall set of related objectives and other outcomes.
project: A temporary organization, with people and other assets, that is required to achieve an objective or other outcome.
Project Management Body of Knowledge (PMBOK): A project management standard maintained and published by the Project Management Institute.
Project Management Institute (PMI): A membership association that advances the project management profession through globally recognized standards and certifications, collaborative communities, an extensive research program, and professional development opportunities.
PRojects IN Controlled Environments (PRINCE2): The standard UK government methodology for project management.
quality: The ability of a product, service or process to provide the intended value.
record: A document containing the results or other output from a process or activity.
relationship: A connection or interaction between two people or things.
relationship processes: The ISO/IEC 20000 process group that includes business relationship management and supplier management.
resolution processes: The ISO/IEC 20000 process group that includes incident and problem management.
response time: A measure of the time taken to complete an operation or transaction.
responsiveness: A measurement of the time taken to respond to something.
review: An evaluation of a change, problem, process, project etc.
risk: A possible event that could cause harm or loss, or affect the ability to achieve objectives.
risk assessment: The initial steps of risk management: analysing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats.
risk management: The process responsible for identifying, assessing and controlling risks.
role: A set of responsibilities, activities and authorities assigned to a person or team.
Sarbanes-Oxley (SOX): US law that regulates financial practice and corporate governance.
scalability: The ability of an IT service, process, configuration item etc. to perform its agreed function when the workload or scope changes.
scope: The boundary or extent to which a process, procedure, certification, contract etc. applies.
separation of concerns (SoC): An approach to designing a solution or IT service that divides the problem into pieces that can be solved independently.
service: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
service asset: Any resource or capability of a service provider.
service culture: A customer-oriented culture.
service level: Measured and reported achievement against one or more service level targets.
service lifecycle: An approach to IT service management that emphasizes the importance of coordination and control across the various functions, processes and systems necessary to manage the full lifecycle of IT services.
service management: A set of specialized organizational capabilities for providing value to customers in the form of services.
service manager: A generic term for any manager within the service provider.
specification: A formal definition of requirements.
stakeholder: A person who has an interest in an organization, project, IT service etc.
standard: A mandatory requirement.
status: The current stage in the lifecycle of the associated item.
system: A number of related things that work together to achieve an overall objective.
system management: The part of IT service management that focuses on the management of IT infrastructure rather than process.
tactical: The middle of three levels of planning and delivery (strategic, tactical, operational).
third party: A person, organization or other entity that is not part of the service provider’s own organization and is not a customer.
threat: A threat is anything that might exploit a vulnerability.
threshold: The value of a metric that should cause an alert to be generated or management action to be taken.
transaction: A discrete function performed by an IT service.
tuning: The activity responsible for planning changes to make the most efficient use of resources.
user: A person who uses the IT service on a day-to-day basis.
value for money: An informal measure of cost effectiveness.
variance: The difference between a planned value and the actual measured value.
vision: A description of what the organization intends to become in the future.
vulnerability: A weakness that could be exploited by a threat
work in progress (WIP): A status that means activities have started but are not yet complete.
work instruction: A document containing detailed instructions that specify exactly what steps to follow to carry out an activity.
work order: A formal request to carry out a defined activity.
workload: The resources required to deliver an identifiable part of an IT service.

Review Questions

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Best practice is _____ that have been _____.

Best practice is proven activities or processes that have been successfully used by multiple organizations.
Sources of best practice include _____, _____, and _____.

Sources of best practice include public frameworks, standards, and proprietary knowledge.
ITIL is successful because it offers _____, _____ _____.

ITIL is successful because it offers vendor-neutral, non-prescriptive best practices.
A service is a means of delivering _____ to _____ by facilitating _____ without _____.

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Internal customers work for _____. External customers work for _____.

Internal customers work for the same business as the IT service provider. External customers work for a different business than the IT service provider.
Internal service providers are _____. A shared service provider is _____. External service providers are _____.

Internal service providers are part of the same organization as the customer. A shared service provider is an internal service provider that provides shared IT services to more than one business unit. External service providers are part of a different organization from its customers.
Internal, shared, and external service providers are also known as _____, _____, and _____ service providers, respectively.

Internal, shared, and external service providers are also known as Type I, Type II, and Type III service providers, respectively.
Service management is _____.

Service management is a set of specialized organizational capabilities for providing value to customers in the form of services.
IT Service Management is _____.

IT Service Management is the implementation and management of quality IT services that meet the needs of the business, and is performed by IT service providers through an appropriate mix of people, process and information technology.
Stakeholders are _____. This includes _____. They may be interested in _____.

Stakeholders are those with an interest in an organization, project, IT service, etc. This includes customers, partners, employees, shareholders, owners, etc. They may be interested in the activities, targets, resources, or deliverables.
Processes are _____. A process takes _____ and turns them into _____. It may include _____ required to _____. A process may define _____ if they are needed.

Processes are structured sets of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. It may include any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs. A process may define policies, standards, guidelines, activities and work instructions if they are needed.
Roles are _____.

Roles are sets of responsibilities, activities and authorities assigned to a person or team.
Functions are _____.

Functions are teams or groups of people and the tools or other resources they use to carry out one or more processes or activities.
Process characteristics include _____, _____, _____, and _____.

Process characteristics include measurability, specific results, customers, and responsiveness to triggers.
The process model describes _____ that use _____, combined with _____, to produce _____.

The process model describes actions, dependencies and sequences that use inputs and triggers, combined with resources and capabilities, to produce specific, measurable results.
The ITIL service lifecycle includes _____, _____, _____, _____, and _____.

The ITIL service lifecycle includes Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
Service strategy defines _____.

Service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organization’s business outcomes.
Service design includes _____.

Service design includes the design of the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments.
Service transition ensures _____.

Service transition ensures that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle.
Service operation coordinates and carries out _____.

Service operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers.
Continual service improvement ensures _____.

Continual service improvement ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes.

Assessments

Flashcards: Quizlet: IT Service Management - Service Management
Quiz: Quizlet: IT Service Management - Service Management

References

IT Service Management

Lesson 2 - Service Strategy

Service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organization’s business outcomes. Service strategy includes the processes of strategy management for IT services, service portfolio management, financial management for IT services, demand management, and business relationship management.^[1]

Objectives and Skills

Objectives and skills for the Service Strategy portion of ITIL Foundation certification include:^[2]

Account for the purpose, objectives and scope of service strategy
Briefly explain what value service strategy provides to the business
Describe value creation through services
State the purpose, objectives and scope for:
- Service portfolio management and the service portfolio
- Financial management for IT services and the business case
- Business relationship management
Define and explain:
- Assets, resources and capabilities
- Business case
- Customers and users
- Governance
- Outcomes
- Patterns of business activity
- Risk management
- Service portfolio
- Service provider
- Supplier
- Types of services
- Utility and warranty

Readings

Multimedia

YouTube: Introduction to ITIL Service Strategy

Activities

Describe the purpose, objectives and scope of service strategy and explain the value service strategy provides to the business.
Describe value creation through services. Include an example of how value is created using a specific service example you are familiar with.
Explain the purpose, objectives and scope for service portfolio management and the service portfolio. Include examples of services included by your organization, your school, or a service desk you've contacted recently.
Explain the purpose, objectives and scope for financial management for IT services and the business case. Include an example of a business case and its financial impact on IT services.
Explain the purpose, objectives and scope for business relationship management. Include examples of business relationships supported by your organization, your school, or a service desk you've contacted recently.
Case Project - Continue the hypothetical organization and service desk design your team documented in the previous lesson. Add the following information to the Service Strategy section.
- Describe the service portfolio. What services does the service desk provide, and what value do each of these services bring to the organization?
- Describe the financial environment of the service desk. Does it operate as a cost center or a profit center? What is the annual budget for the service desk? Note, you may need to refer to a resource such as salary.com to identify typical salary and benefit costs for service desk positions in your area.
- Describe any existing business relationships your service desk has. These may include relationships with other departments within the organization or relationships with external organizations the service desk depends on or supports.
- Describe the assets available to the service desk. List each member of the service desk team and identify their capabilities and skill levels.
- Based on the service portfolio, financial environment, business relationships, and assets available, identify the greatest challenge or opportunity for this service desk. What is the biggest challenge the team faces, or what is the biggest opportunity the team could address to bring better value to the organization? Describe the challenge or opportunity.
Use the Discuss page to post comments and questions regarding this lesson.
Review the lesson summary, key terms, review questions and assessments below.

Lesson Summary

Service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organization’s business outcomes. Service strategy includes the following processes: strategy management for IT services, service portfolio management, financial management for IT services, demand management, and business relationship management.^[3]
Strategy management for IT services is the process responsible for defining and maintaining an organization’s perspective, position, plans and patterns with regard to its services and the management of those services. Once the strategy has been defined, strategy management for IT services is also responsible for ensuring that it achieves its intended business outcomes.^[4]
The business value of an IT service is created by the combination of utility and warranty.^[5]
Service portfolio management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment by considering services in terms of the business value that they provide.^[6]
Financial management for IT services defines function and processes responsible for managing an IT service provider’s budgeting, accounting and charging requirements. Financial management for IT services secures an appropriate level of funding to design, develop and deliver services that meet the strategy of the organization in a cost-effective manner.^[7]
Demand management is the process responsible for understanding, anticipating and influencing customer demand for services.^[8]
Business relationship management is the process responsible for maintaining a positive relationship with customers by identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalog of services.^[9]
Assets are any resource or capability. Resources include IT infrastructure, people, money or anything else that might help to deliver an IT service. Capabilities are the abilities of an organization, person, process, application, IT service or other configuration item to carry out an activity. ^[10]
A business case is the justification for a significant item of expenditure. The business case includes information about costs, benefits, options, issues, risks and possible problems.^[11]
Customers buy goods or services and define and agree to service level targets. Users use the IT service on a day-to-day basis, but are distinct from customers, as some customers do not use the IT service directly.^[12]
Governance ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified.^[13]
Outcomes are the result of carrying out an activity, following a process, or delivering an IT service etc.^[14]
Patterns of business activity show the workload profile of business activities, and are used to help the IT service provider understand and plan for different levels of business activity.^[15]
Risk management is the process responsible for identifying, assessing and controlling risks.^[16]
The service portfolio is the complete set of services that is managed by a service provider, and includes three categories: service pipeline (proposed or in development), service catalog (live or available for deployment), and retired services..^[17]
A service provider is an organization supplying services to one or more internal customers or external customers. Type I service providers are internal and embedded within a business unit. Type II service providers are internal and provide shared services to more than one business unit. Type III service providers provide services to external customers.^[18]
A supplier is a third party responsible for supplying goods or services that are required to deliver IT services.^[19]
Core services deliver the basic outcomes desired by one or more customers with a specific level of utility and warranty. Customers may be offered a choice of utility and warranty through one or more service options. Enabling services are services that are needed in order to deliver a core service. Enabling services may or may not be visible to the customer, but they are not offered to customers in their own right. Enhancing services are added to a core service to make it more attractive to the customer. Enhancing services are not essential to the delivery of a core service but are used to encourage customers to use the core services or to differentiate the service provider from its competitors.^[20]
Utility is the functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’, and can be used to determine whether a service is able to meet its required outcomes, or is ‘fit for purpose’. Warranty is assurance that a product or service will meet agreed requirements. This may be a formal agreement such as a service level agreement or contract, or it may be a marketing message or brand image. Warranty refers to the ability of a service to be available when needed, to provide the required capacity, and to provide the required reliability in terms of continuity and security. Warranty can be summarized as ‘how the service is delivered’, and can be used to determine whether a service is ‘fit for use’.^[21]

Key Terms

account manager: A role that is very similar to that of the business relationship manager, but includes more commercial aspects.
accounting: The process responsible for identifying the actual costs of delivering IT services, comparing these with budgeted costs, and managing variance from the budget.
accounting period: A period of time (usually one year) for which budgets, charges, depreciation and other financial calculations are made.
analytical modelling: A technique that uses mathematical models to predict the behaviour of IT services or other configuration items.
asset: Any resource or capability that could contribute to the delivery of a service.
asset specificity: One or more attributes of an asset that make it particularly useful for a given purpose.
billing: The activity responsible for producing an invoice or a bill and recovering the money from customers.
business: An overall corporate entity or organization formed of a number of business units.
business case: Justification for a significant item of expenditure.
business customer: A recipient of a product or a service from the business.
business impact analysis (BIA): The activity in business continuity management that identifies vital business functions and their dependencies.
business operations: The day-to-day execution, monitoring and management of business processes.
business relationship management: The process responsible for maintaining a positive relationship with customers.
business relationship manager (BRM): A role responsible for maintaining the relationship with one or more customers.
business unit: A segment of the business that has its own plans, metrics, income and costs.
capability: The ability of an organization, person, process, application, IT service or other configuration item to carry out an activity.
capital budgeting: The present commitment of funds in order to receive a return in the future in the form of additional cash inflows or reduced cash outflows.
capital cost: The cost of purchasing something that will become a financial asset.
capitalization: Identifying major cost as capital, even though no asset is purchased.
change proposal: A document that includes a high level description of a potential service introduction or significant change, along with a corresponding business case and an expected implementation schedule.
chargeable item: A deliverable of an IT service that is used in calculating charges to customers.
charging: Requiring payment for IT services.
charging policy: A policy specifying the objective of the charging process and the way in which charges will be calculated.
charging process: The process responsible for deciding how much customers should pay (pricing) and recovering money from them (billing).
charter: A document that contains details of a new service, a significant change or other significant project.
control perspective: An approach to the management of IT services, processes, functions, assets etc.
core service: A service that delivers the basic outcomes desired by one or more customers.
cost center: A business unit or project to which costs are assigned.
cost element: The middle level of category to which costs are assigned in budgeting and accounting.
cost management: A general term that is used to refer to budgeting and accounting, and is sometimes used as a synonym for financial management.
cost model: A framework used in budgeting and accounting in which all known costs can be recorded, categorized and allocated to specific customers, business units or projects.
cost type: The highest level of category to which costs are assigned in budgeting and accounting.
cost unit: The lowest level of category to which costs are assigned.
customer agreement portfolio: A database or structured document used to manage service contracts or agreements between an IT service provider and its customers.
customer portfolio: A database or structured document used to record all customers of the IT service provider.
demand management: The process responsible for understanding, anticipating and influencing customer demand for services.
depreciation: A measure of the reduction in value of an asset over its life.
direct cost: The cost of providing an IT service which can be allocated in full to a specific customer, cost centre, project etc.
economies of scale: The reduction in average cost that is possible from increasing the usage of an IT service or asset.
economies of scope: The reduction in cost that is allocated to an IT service by using an existing asset for an additional purpose.
enabling service: A service that is needed in order to deliver a core service.
enhancing service: A service that is added to a core service to make it more attractive to the customer.
enterprise financial management: The function and processes responsible for managing the overall organization’s budgeting, accounting and charging requirements.
eSourcing Capability Model for Client Organizations (eSCM-CL): A framework to help organizations in their analysis and decision-making on service sourcing models and strategies.
eSourcing Capability Model for Service Providers (eSCM-SP): A framework to help IT service providers develop their IT service management capabilities from a service sourcing perspective.
excitement factor: An attribute added to something to make it more attractive or more exciting to the customer.
external service provider: An IT service provider that is part of a different organization from its customer.
financial management: A generic term used to describe the function and processes responsible for managing an organization’s budgeting, accounting and charging requirements.
financial management for IT services: The function and processes responsible for managing an IT service provider’s budgeting, accounting and charging requirements.
financial year: An accounting period covering 12 consecutive months.
fit for purpose: The ability to meet an agreed level of utility.
fit for use: The ability to meet an agreed level of warranty.
fixed cost: A cost that does not vary with IT service usage.
indirect cost: The cost of providing an IT service which cannot be allocated in full to a specific customer.
insourcing: Using an internal service provider to manage IT services.
internal rate of return (IRR): A technique used to help make decisions about capital expenditure.
internal service provider: An IT service provider that is part of the same organization as its customer.
IT service provider: A service provider that provides IT services to internal or external customers.
IT steering group (ISG): A formal group that is responsible for ensuring that business and IT service provider strategies and plans are closely aligned.
Kano model: A model developed by Noriaki Kano that is used to help understand customer preferences.
line of service (LOS): A core service or service package that has multiple service options.
marginal cost: The increase or decrease in the cost of producing one more, or one less, unit of output.
market space: Opportunities that an IT service provider could exploit to meet the business needs of customers.
near-shore: Provision of services from a country near the country where the customer is based.
net present value (NPV): A technique used to help make decisions about capital expenditure that compares cash inflows with cash outflows.
notional charging: An approach to charging for IT services where charges to customers are calculated and customers are informed of the charge, but no money is actually transferred.
offshore: Provision of services from a location outside the country where the customer is based, often in a different continent.
onshore: Provision of services from a location within the country where the customer is based.
opportunity cost: The revenue that would have been generated by using the resources in a different way.
outsourcing: Using an external service provider to manage IT services.
pattern of business activity (PBA): A workload profile of one or more business activities.
pricing: The activity for establishing how much customers will be charged.
profit center: A business unit that charges for services provided.
project management office (PMO): A function or group responsible for managing the lifecycle of projects.
project portfolio: A database or structured document used to manage projects throughout their lifecycle.
real charging: A charging policy where actual money is transferred from the customer to the IT service provider in payment for the delivery of IT services.
resource: A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
return on assets (ROA): A measurement of the profitability of a business unit or organization which is calculated by dividing the annual net income by the total value of assets.
return on investment (ROI): A measurement of the expected benefit of an investment.
service analytics: A technique used in the assessment of the business impact of incidents which models the dependencies between configuration items, and the dependencies of IT services on configuration items.
service catalog: A database or structured document with information about all live IT services, including those available for deployment.
service charter: A document that contains details of a new or changed service.
service contract: A contract to deliver one or more IT services.
service model: A model that shows how service assets interact with customer assets to create value.
service option: A choice of utility and warranty offered to customers by a core service or service package.
service owner: A role responsible for managing one or more services throughout their entire lifecycle.
service package: Two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
service pipeline: A database or structured document listing all IT services that are under consideration or development, but are not yet available to customers.
service portfolio: The complete set of services that is managed by a service provider, including service pipeline, service catalog, and retired services.
service portfolio management (SPM): The process responsible for managing the service portfolio.
service potential: The total possible value of the overall capabilities and resources of the IT service provider.
service provider: An organization supplying services to one or more internal customers or external customers.
service provider interface (SPI): An interface between the IT service provider and a user, customer, business process or supplier.
service sourcing: The strategy and approach for deciding whether to provide a service internally, to outsource it to an external service provider, or to combine the two approaches.
service strategy: The perspective, position, plans and patterns that a service provider needs to execute to meet an organization’s business outcomes.
service valuation: A measurement of the total cost of delivering an IT service, and the total value to the business of that IT service.
strategic: The highest of three levels of planning and delivery (strategic, tactical, operational), which includes objective setting and long-term planning to achieve the overall vision.
strategic asset: Any asset that provides the basis for core competence, distinctive performance or sustainable competitive advantage, or which allows a business unit to participate in business opportunities.
strategy: A strategic plan designed to achieve defined objectives.
strategy management for IT services: The process responsible for defining and maintaining an organization’s perspective, position, plans and patterns with regard to its services and the management of those services.
supplier: A third party responsible for supplying goods or services that are required to deliver IT services.
supply chain: The activities in a value chain carried out by suppliers.
total cost of ownership (TCO): A methodology used to help make investment decisions that assesses the full lifecycle cost of owning a configuration item, not just the initial cost or purchase price.
total cost of utilization (TCU): A methodology used to help make investment and service sourcing decisions that assesses the full lifecycle cost to the customer of using an IT service.
transfer cost: A cost type which records expenditure made on behalf of another part of the organization.
Type I service provider: An internal service provider that is embedded within a business unit.
Type II service provider: An internal service provider that provides shared IT services to more than one business unit.
Type III service provider: A service provider that provides IT services to external customers.
unit cost: The cost to the IT service provider of providing a single component of an IT service.
user profile (UP): A pattern of user demand for IT services.
utility: The functionality offered by a product or service to meet a particular need.
value chain: A sequence of processes that creates a product or service that is of value to a customer.
value network: A complex set of relationships between two or more groups or organizations.
variable cost: A cost that depends on how much the IT service is used, how many products are produced, the number and type of users, or something else that cannot be fixed in advance.
warranty: Assurance that a product or service will meet agreed requirements.

Review Questions

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Service strategy defines the _____, _____, _____and _____that a service provider needs to execute to meet an organization’s business outcomes.

Service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organization’s business outcomes.
Service strategy includes the following processes: _____, _____, _____, _____, and _____.

Service strategy includes the following processes: strategy management for IT services, service portfolio management, financial management for IT services, demand management, and business relationship management.
Strategy management for IT services is the process responsible for defining and maintaining an organization’s _____, _____, _____and _____with regard to its services and the management of those services. Once the strategy has been defined, strategy management for IT services is also responsible for _____.

Strategy management for IT services is the process responsible for defining and maintaining an organization’s perspective, position, plans and patterns with regard to its services and the management of those services. Once the strategy has been defined, strategy management for IT services is also responsible for ensuring that it achieves its intended business outcomes.
The business value of an IT service is created by the combination of _____ and _____.

The business value of an IT service is created by the combination of utility and warranty.
Service portfolio management ensures that the service provider has _____ by considering _____.

Service portfolio management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment by considering services in terms of the business value that they provide.
Financial management for IT services defines function and processes responsible for managing an IT service provider’s _____, _____ and _____ requirements.

Financial management for IT services defines function and processes responsible for managing an IT service provider’s budgeting, accounting and charging requirements.
Financial management for IT services secures an appropriate level of funding to _____, _____ and _____ services that meet the strategy of the organization in a cost-effective manner.

Financial management for IT services secures an appropriate level of funding to design, develop and deliver services that meet the strategy of the organization in a cost-effective manner.
Demand management is the process responsible for _____, _____ and _____ customer demand for services.

Demand management is the process responsible for understanding, anticipating and influencing customer demand for services.
Business relationship management is the process responsible for _____ by _____.

Business relationship management is the process responsible for maintaining a positive relationship with customers by identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalog of services.
Assets are any _____ or _____.

Assets are any resource or capability.
Resources include _____, _____, _____ or anything else that might help to deliver an IT service.

Resources include IT infrastructure, people, money or anything else that might help to deliver an IT service.
Capabilities are the abilities of an _____, _____, _____, _____, _____ or other configuration item to carry out an activity.

Capabilities are the abilities of an organization, person, process, application, IT service or other configuration item to carry out an activity.
A business case is the _____. The business case includes information about _____, _____, _____, _____, _____ and _____.

A business case is the justification for a significant item of expenditure. The business case includes information about costs, benefits, options, issues, risks and possible problems.
Customers _____. Users _____, but are distinct from customers, as some customers _____.

Customers buy goods or services and define and agree to service level targets. Users use the IT service on a day-to-day basis, but are distinct from customers, as some customers do not use the IT service directly.
Governance ensures that _____, and that _____. Governance includes _____, _____, and _____.

Governance ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified.
Outcomes are the result of _____, _____, or _____.

Outcomes are the result of carrying out an activity, following a process, or delivering an IT service etc.
Patterns of business activity show _____, and are used to help the IT service provider understand and plan for _____.

Patterns of business activity show the workload profile of business activities, and are used to help the IT service provider understand and plan for different levels of business activity.
Risk management is the process responsible for _____, _____ and _____ risks.

Risk management is the process responsible for identifying, assessing and controlling risks.
The service portfolio is _____, and includes three categories: _____, _____, and _____.

The service portfolio is the complete set of services that is managed by a service provider, and includes three categories: service pipeline (proposed or in development), service catalog (live or available for deployment), and retired services.
A service provider is _____. Type I service providers are _____. Type II service providers are _____. Type III service providers _____.

A service provider is an organization supplying services to one or more internal customers or external customers. Type I service providers are internal and embedded within a business unit. Type II service providers are internal and provide shared services to more than one business unit. Type III service providers provide services to external customers.
A supplier is a _____.

A supplier is a third party responsible for supplying goods or services that are required to deliver IT services.
Core services deliver_____. Customers may be offered a choice of _____ through one or more service options.

Core services deliver the basic outcomes desired by one or more customers with a specific level of utility and warranty. Customers may be offered a choice of utility and warranty through one or more service options.
Enabling services are _____. Enabling services may or may not be _____, but they are not _____.

Enabling services are services that are needed in order to deliver a core service. Enabling services may or may not be visible to the customer, but they are not offered to customers in their own right.
Enhancing services are _____. Enhancing services are not _____.

Enhancing services are added to a core service to make it more attractive to the customer. Enhancing services are not essential to the delivery of a core service but are used to encourage customers to use the core services or to differentiate the service provider from its competitors.
Utility is _____. Utility can be summarized as _____, and can be used to determine whether a service is _____.

Utility is the functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what the service does’, and can be used to determine whether a service is able to meet its required outcomes, or is ‘fit for purpose’.
Warranty is _____. This may be _____, or it may be _____. Warranty refers to the ability of a service to _____, to _____, and to _____. Warranty can be summarized as _____, and can be used to determine whether a service is _____.

Warranty is assurance that a product or service will meet agreed requirements. This may be a formal agreement such as a service level agreement or contract, or it may be a marketing message or brand image. Warranty refers to the ability of a service to be available when needed, to provide the required capacity, and to provide the required reliability in terms of continuity and security. Warranty can be summarized as ‘how the service is delivered’, and can be used to determine whether a service is ‘fit for use’.

Assessments

Flashcards: Quizlet: IT Service Management - Service Strategy
Quiz: Quizlet: IT Service Management - Service Strategy

References

IT Service Management

Lesson 3 - Service Design

Service design includes the design of the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments. Service design includes the processes of design coordination, service catalog management, service level management, availability management, capacity management, IT service continuity management, information security management, and supplier management.^[1]

Objectives and Skills

Objectives and skills for the Service Design portion of ITIL Foundation certification include:^[2]

Account for the purpose, objectives and scope of service design
Briefly explain what value service design provides to the business
Understand the importance of people, processes, products and partners for service management
Understand the five major aspects of service design:
- Service solutions for new or changed services
- Management information systems and tools
- Technology architectures and management architectures
- The processes required
- Measurement methods and metrics
Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
- Service level management (SLM)
- Service-based SLA
- Multi-level SLAs
- Service level requirements (SLRs)
- SLA monitoring (SLAM) chart
- Service review
- Service improvement plan (SIP)
- The relationship between SLM and BRM
State the purpose, objectives and scope for:
- Service catalog management
- Availability management
- Service availability
- Component availability
- Reliability
- Maintainability
- Serviceability
- Vital business functions (VBF)
- Information security management (ISM)
  - Information security policy
- Supplier management
  - Supplier categories
- Capacity management
  - Capacity plan
  - Business capacity management
  - Service capacity management
  - Component capacity management
- IT service continuity management
  - Purpose of business impact analysis (BIA)
  - Risk assessment
- Design coordination
Define and explain:
- Availability
- Operational level agreement (OLA)
- Service catalog (both two-view and three-view types)
- Service design package
- Service level agreement (SLA)
- Underpinning contract

Readings

Multimedia

Activities

Describe the purpose, objectives and scope of service design and explain what value service design provides to the business.
Describe the importance of people, processes, products and partners in service management. Include examples for each.
Explain the five major aspects of service design and include examples for each:
- Service solutions for new or changed services
- Management information systems and tools
- Technology architectures and management architectures
- The processes required
- Measurement methods and metrics
Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for service level management, including:
- Service level management (SLM)
- Service level agreements (SLAs)
- Service level requirements (SLRs)
- SLA monitoring (SLAM) chart
- Service review
- Service improvement plan (SIP)
- The relationship between SLM and BRM
Explain the purpose, objectives, and scope for one or more of the following service design processes and include examples:
- Design coordination
- Service catalog management
- Service level management
- Availability management
- Capacity management
- IT service continuity management
- Information security management
- Supplier management
Case Project - Continue the hypothetical organization and service desk design your team documented in the previous lesson. Add the following information to the Service Design section.
- Based on the greatest challenge or opportunity identified in the previous lesson, identify a service solution for new or changed services for the service desk. Describe the new or changed services proposal.
- Describe any management information systems or tools necessary to implement this proposal.
- Describe any necessary technology architecture changes or management architecture changes necessary to implement this proposal.
- Describe the processes that would be impacted by this proposal, including service level, capacity, availability, continuity, and security.
- Describe the measurement methods and metrics that would be used to determine whether or not the proposal is successful.
- Define the parameters for a service level agreement that could be used to support this proposal. Include appropriate levels for the metrics identified above.
Use the Discuss page to post comments and questions regarding this lesson.
Review the lesson summary, key terms, review questions and assessments below.

Lesson Summary

Service design includes the design of the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments. Service design includes the following processes: design coordination, service catalog management, service level management, availability management, capacity management, IT service continuity management, information security management, and supplier management.^[3]
The value service design provides to the business is efficient services that match business requirements of capacity, continuity, availability, security, and functionality at an affordable cost.^[4]
People are assets of the organization who help to deliver an IT service through their abilities to carry out activities.^[5]
Processes are structured sets of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. It may include any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs. A process may define policies, standards, guidelines, activities and work instructions if they are needed.^[6]
Products are items produced or purchased, and distinct from services that are provided.^[7]
Partners form a relationship that involves working closely together for common goals or mutual benefit. The IT service provider should have a partnership with the business and with third parties who are critical to the delivery of IT services.^[8]
The five major aspects of service design are service solutions for new or changed services, management information systems and tools, technology architectures and management architectures, the processes required, and measurement methods and metrics.^[9]
Service level management (SLM) is the service design process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all IT service management processes, operational level agreements and underpinning contracts are appropriate for the agreed service level targets. Service level management monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements.^[10]
A service level agreement (SLA) is an agreement between an IT service provider and a customer which describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers.^[11]
Service level agreements may be service-based, customer-based, or multi-level. A multi-level SLA includes a corporate level for the organization, a customer level for the customer, and a service level for each service covered by the agreement.^[12]
Service level requirements (SLRs) are customer requirements for an aspect of an IT service. Service level requirements are based on business objectives and used to negotiate agreed service level targets.^[13]
An SLA monitoring (SLAM) chart is used to help monitor and report achievements against service level targets. A SLAM chart is typically color-coded to show whether each agreed service level target has been met, missed or nearly missed during each of the previous 12 months.^[14]
A service review meeting should be held with customers monthly or quarterly to review any major incidents, service reports, improvement plans, changes anticipated, etc.^[15]
Service improvement plan (SIP) is a formal plan to implement improvements to a process or IT service.^[16]
Business relationship management (BRM) is the service strategy process responsible for maintaining a positive relationship with customers. Business relationship management identifies customer needs and ensures that the service provider is able to meet these needs with an appropriate catalog of services. This process has strong links with service level management.^[17]
Service catalog management is the process responsible for providing and maintaining the service catalog and for ensuring that it is available to those who are authorized to access it.^[18]
Availability management is the process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner. Availability management defines, analyses, plans, measures and improves all aspects of the availability of IT services, and ensures that all IT infrastructures, processes, tools, roles etc. are appropriate for the agreed service level targets for availability.^[19]
Service availability is the ability of an IT service to perform its agreed function when required. ^[20]
Component availability is the ability of a configuration item to perform its agreed function when required.^[21]
Reliability is a measure of how long an IT service or other configuration item can perform its agreed function without interruption, usually measured as MTBF or MTBSI.^[22]
Maintainability is a measure of how quickly and effectively an IT service or other configuration item can be restored to normal working after a failure, often measured and reported as MTRS.^[23]
Serviceability is the ability of a third-party supplier to meet the terms of its contract. This contract will include agreed levels of reliability, maintainability and availability for a configuration item.^[24]
Vital business functions (VBF) is part of a business process that is critical to the success of the business.^[25]
Information security management (ISM) is the process responsible for ensuring that the confidentiality, integrity and availability of an organization’s assets, information, data and IT services match the agreed needs of the business. Information security management supports business security and has a wider scope than that of the IT service provider, and includes handling of paper, building access, phone calls etc. for the entire organization.^[26]
Information security policy is the policy that governs the organization’s approach to information security management.^[27]
Supplier management is the process responsible for obtaining value for money from suppliers, ensuring that all contracts and agreements with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.^[28]
Suppliers are categorized based on value and risk. Strategic suppliers are high value, with a high risk of impact for negative performance. Tactical suppliers are medium value and medium risk. Operational suppliers are either low value or low risk. Commodity suppliers are both low value and low risk.^[29]
Capacity management is the process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed capacity- and performance-related requirements in a cost-effective and timely manner. Capacity management considers all resources required to deliver an IT service, and is concerned with meeting both the current and future capacity and performance needs of the business. Capacity management includes three sub-processes: business capacity management, service capacity management, and component capacity management.^[30]
Capacity plan is a plan used to manage the resources required to deliver IT services. The plan contains details of current and historic usage of IT services and components, and any issues that need to be addressed (including related improvement activities). The plan also contains scenarios for different predictions of business demand and costed options to deliver the agreed service level targets.^[31]
Business capacity management is the sub- process of capacity management responsible for understanding future business requirements for use in the capacity plan.^[32]
Service capacity management is the sub-process of capacity management responsible for understanding the performance and capacity of IT services. Information on the resources used by each IT service and the pattern of usage over time are collected, recorded and analyzed for use in the capacity plan.^[33]
Component capacity management is the sub-process of capacity management responsible for understanding the capacity, utilization and performance of configuration items. Data is collected, recorded and analyzed for use in the capacity plan.^[34]
IT service continuity management is the process responsible for managing risks that could seriously affect IT services. IT service continuity management ensures that the IT service provider can always provide minimum agreed service levels, by reducing the risk to an acceptable level and planning for the recovery of IT services. IT service continuity management supports business continuity management.^[35]
Business impact analysis (BIA) is the activity in business continuity management that identifies vital business functions and their dependencies. These dependencies may include suppliers, people, other business processes, IT services etc. Business impact analysis defines the recovery requirements for IT services. These requirements include recovery time objectives, recovery point objectives and minimum service level targets for each IT service.^[36]
Risk assessment is the initial steps of risk management: analysing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats. Risk assessment can be quantitative (based on numerical data) or qualitative.^[37]
Design coordination is the process responsible for coordinating all service design activities, processes and resources. Design coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics.^[38]
Availability is the ability of an IT service or other configuration item to perform its agreed function when required. Availability is determined by reliability, maintainability, serviceability, performance and security. Availability is usually calculated as a percentage. This calculation is often based on agreed service time and downtime, and it is best practice to calculate availability of an IT service using measurements of the business output.^[39]
Operational level agreement (OLA) is an agreement between an IT service provider and another part of the same organization.^[40]
Service catalog (both two-view and three-view types) is a database or structured document with information about all live IT services, including those available for deployment. The service catalog is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services.^[41]
A service design package is document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. A service design package is produced for each new IT service, major change or IT service retirement.^[42]
An underpinning contract is a contract between an IT service provider and a third party. The third party provides goods or services that support delivery of an IT service to a customer. The underpinning contract defines targets and responsibilities that are required to meet agreed service level targets in one or more service level agreements.^[43]

Key Terms

agreed service time (AST): A synonym for service hours, commonly used in formal calculations of availability.
analytical modelling: A technique that uses mathematical models to predict the behaviour of IT services or other configuration items.
application portfolio: A database or structured document used to manage applications throughout their lifecycle.
application service provider (ASP): An external service provider that provides IT services using applications running at the service provider’s premises.
application sizing: The activity responsible for understanding the resource requirements needed to support a new application, or a major change to an existing application.
architecture: The structure of a system or IT service, including the relationships of components to each other and to the environment they are in.
availability: Ability of an IT service or other configuration item to perform its agreed function when required.
availability management (AM): The process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner.
availability management information system (AMIS): A set of tools, data and information that is used to support availability management.
availability plan: A plan to ensure that existing and future availability requirements for IT services can be provided cost- effectively.
backup: Copying data to protect against loss of integrity or availability of the original.
brainstorming: A technique that helps a team to generate ideas.
business capacity management: In the context of ITSM, business capacity management is the sub-process of capacity management responsible for understanding future business requirements for use in the capacity plan.
business continuity management (BCM): The business process responsible for managing risks that could seriously affect the business.
business continuity plan (BCP): A plan defining the steps required to restore business processes following a disruption.
capacity: The maximum throughput that a configuration item or IT service can deliver.
capacity management: The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed capacity- and performance-related requirements in a cost-effective and timely manner.
capacity management information system (CMIS): A set of tools, data and information that is used to support capacity management.
capacity plan: A plan used to manage the resources required to deliver IT services, including details of current and historic usage of IT services and components, and any issues that need to be addressed (including related improvement activities).
capacity planning: The activity within capacity management responsible for creating a capacity plan.
commercial off the shelf (COTS): Pre-existing application software or middleware that can be purchased from a third party.
component capacity management (CCM): The sub-process of capacity management responsible for understanding the capacity, utilization and performance of configuration items.
component failure impact analysis (CFIA): A technique that helps to identify the impact of configuration item failure on IT services and the business.
confidentiality: A security principle that requires that data should only be accessed by authorized people.
continuous availability: An approach or design to achieve 100% availability.
continuous operation: An approach or design to eliminate planned downtime of an IT service.
customer-facing service: An IT service that is visible to the customer.
demand management: The process responsible for understanding, anticipating and influencing customer demand for services.
design: An activity or process that identifies requirements and then defines a solution that is able to meet these requirements.
design coordination: The process responsible for coordinating all service design activities, processes and resources.
development: The process responsible for creating or modifying an IT service or application ready for subsequent release and deployment.
development environment: An environment used to create or modify IT services or applications.
downtime: The time when an IT service or other configuration item is not available during its agreed service time.
expanded incident lifecycle: Detailed stages in the lifecycle of an incident.
fast recovery: A recovery option that is also known as hot standby, which normally uses a dedicated fixed facility with computer systems and software configured ready to run the IT services.
fault tolerance: The ability of an IT service or other configuration item to continue to operate correctly after failure of a component part.
fault tree analysis (FTA): A technique that can be used to determine a chain of events that has caused an incident, or may cause an incident in the future.
fixed facility: A permanent building, available for use when needed by an IT service continuity plan.
gradual recovery: A recovery option that is also known as cold standby, which typically uses a portable or fixed facility that has environmental support and network cabling, but no computer systems.
high availability: An approach or design that minimizes or hides the effects of configuration item failure from the users of an IT service.
immediate recovery: A recovery option that is also known as hot standby, in which provision is made to recover the IT service with no significant loss of service to the customer.
information security management (ISM): The process responsible for ensuring that the confidentiality, integrity and availability of an organization’s assets, information, data and IT services match the agreed needs of the business.
information security management system (ISMS): The framework of policy, processes, functions, standards, guidelines and tools that ensures an organization can achieve its information security management objectives.
information security policy: The policy that governs the organization’s approach to information security management.
integrity: A security principle that ensures data and configuration items are modified only by authorized personnel and activities.
intermediate recovery: A recovery option that is also known as warm standby, which usually uses a shared portable or fixed facility that has computer systems and network components.
invocation: Initiation of the steps defined in a plan.
ISO/IEC 27001: An international specification for information security management.
IT service continuity management (ITSCM): The process responsible for managing risks that could seriously affect IT services.
IT service continuity plan: A plan defining the steps required to recover one or more IT services.
IT steering group (ISG): A formal group that is responsible for ensuring that business and IT service provider strategies and plans are closely aligned.
key performance indicator (KPI): A metric that is used to help manage an IT service, process, plan, project or other activity.
maintainability: A measure of how quickly and effectively an IT service or other configuration item can be restored to normal working after a failure.
management information system (MIS): A set of tools, data and information that is used to support a process or function.
mean time between failures (MTBF): The average time that an IT service or other configuration item can perform its agreed function without interruption, measured from when the configuration item starts working, until it next fails.
mean time between service incidents (MTBSI): The mean time from when a system or IT service fails, until it next fails, which is equal to MTBF plus MTRS.
middleware: Software that connects two or more software components or applications.
operational level agreement (OLA): An agreement between an IT service provider and another part of the same organization.
percentage utilization: The amount of time that a component is busy over a given period of time.
planned downtime: Agreed time when an IT service will not be available.
portable facility: A prefabricated building, or a large vehicle, provided by a third party and moved to a site when needed according to an IT service continuity plan.
project management office (PMO): A function or group responsible for managing the lifecycle of projects.
project portfolio: A database or structured document used to manage projects throughout their lifecycle.
RACI: A model used to help define roles and responsibilities, which stands for responsible, accountable, consulted and informed.
reciprocal arrangement: An agreement between two organizations to share resources in an emergency.
recovery: Returning a configuration item or an IT service to a working state.
recovery option: A strategy for responding to an interruption to service.
recovery point objective (RPO): The maximum amount of data that may be lost when service is restored after an interruption.
recovery time objective (RTO): The maximum time allowed for the recovery of an IT service following an interruption.
redundancy: Use of one or more additional configuration items to provide fault tolerance.
reliability: A measure of how long an IT service or other configuration item can perform its agreed function without interruption.
requirement: A formal statement of what is needed.
resilience: The ability of an IT service or other configuration item to resist failure or to recover in a timely manner following a failure.
return to normal: The phase of an IT service continuity plan during which full normal operations are resumed.
security management information system (SMIS): A set of tools, data and information that is used to support information security management.
service capacity management (SCM): The sub-process of capacity management responsible for understanding the performance and capacity of IT services.
service catalog: A database or structured document with information about all live IT services, including those available for deployment.
service catalog management: The process responsible for providing and maintaining the service catalog and for ensuring that it is available to those who are authorized to access it.
service charter: A document that contains details of a new or changed service.
service design: A stage in the lifecycle of a service, which includes the design of the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments.
service design package (SDP): Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle.
service failure analysis (SFA): A technique that identifies underlying causes of one or more IT service interruptions.
service hours: An agreed time period when a particular IT service should be available.
service level agreement (SLA): An agreement between an IT service provider and a customer which describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
service level management (SLM): The process responsible for negotiating achievable service level agreements and ensuring that these are met.
service level requirement (SLR): A customer requirement for an aspect of an IT service.
service level target: A commitment that is documented in a service level agreement.
service option: A choice of utility and warranty offered to customers by a core service or service package.
serviceability: The ability of a third-party supplier to meet the terms of its contract.
simulation modelling: A technique that creates a detailed model to predict the behaviour of an IT service or other configuration item.
single point of failure (SPOF): Any configuration item that can cause an incident when it fails, and for which a countermeasure has not been implemented.
SMART: An acronym for helping to remember that targets in service level agreements and project plans should be specific, measurable, achievable, relevant and time-bound.
standby: Used to refer to resources that are not required to deliver the live IT services, but are available to support IT service continuity plans.
statement of requirements (SOR): A document containing all requirements for a product purchase, or a new or changed IT service.
supplier: A third party responsible for supplying goods or services that are required to deliver IT services.
supplier and contract management information system (SCMIS): A set of tools, data and information that is used to support supplier management.
supplier management: The process responsible for obtaining value for money from suppliers, ensuring that all contracts and agreements with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
support hours: The times or hours when support is available to the users.
supporting service: An IT service that is not directly used by the business, but is required by the IT service provider to deliver customer-facing services.
terms of reference (TOR): A document specifying the requirements, scope, deliverables, resources and schedule for a project or activity.
throughput: A measure of the number of transactions or other operations performed in a fixed time.
underpinning contract (UC): A contract between an IT service provider and a third party.
urgency: A measure of how long it will be until an incident, problem or change has a significant impact on the business.
usability: The ease with which an application, product or IT service can be used. Usability requirements are often included in a statement of requirements.
use case: A technique used to define required functionality and objectives, and to design tests.
vital business function (VBF): Part of a business process that is critical to the success of the business.

Review Questions

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Service design includes _____, _____, _____ and _____ required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments. Service design includes the following processes: _____, _____, _____, _____, _____, _____, _____, and _____.

Service design includes the design of the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments. Service design includes the following processes: design coordination, service catalog management, service level management, availability management, capacity management, IT service continuity management, information security management, and supplier management.
The value service design provides to the business is _____.

The value service design provides to the business is efficient services that match business requirements of capacity, continuity, availability, security, and functionality at an affordable cost.
People are _____.

People are assets of the organization who help to deliver an IT service through their abilities to carry out activities.
Processes are _____. A process takes one or more defined inputs and turns them into defined outputs. It may include any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs. A process may define _____ if they are needed.

Processes are structured sets of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. It may include any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs. A process may define policies, standards, guidelines, activities and work instructions if they are needed.
Products are _____.

Products are items produced or purchased, and distinct from services that are provided.
Partners form _____. The IT service provider should have a partnership with _____.

Partners form a relationship that involves working closely together for common goals or mutual benefit. The IT service provider should have a partnership with the business and with third parties who are critical to the delivery of IT services.
The five major aspects of service design are _____, _____, _____, _____, and _____.

The five major aspects of service design are service solutions for new or changed services, management information systems and tools, technology architectures and management architectures, the processes required, and measurement methods and metrics.
Service level management (SLM) is the service design process responsible for _____. It is responsible for ensuring that all _____, _____ and _____ are appropriate for the agreed service level targets. Service level management _____, _____, and _____.

Service level management (SLM) is the service design process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all IT service management processes, operational level agreements and underpinning contracts are appropriate for the agreed service level targets. Service level management monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements.
A service level agreement (SLA) is an agreement between _____ and _____ which describes _____, documents _____, and specifies _____. A single agreement may cover multiple IT services or multiple customers.

A service level agreement (SLA) is an agreement between an IT service provider and a customer which describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers.
Service level agreements may be _____-based, _____-based, or _____. A _____ SLA includes a corporate level for the organization, a customer level for the customer, and a service level for each service covered by the agreement.

Service level agreements may be service-based, customer-based, or multi-level. A multi-level SLA includes a corporate level for the organization, a customer level for the customer, and a service level for each service covered by the agreement.
Service level requirements (SLRs) are _____. Service level requirements are based on _____ and used to negotiate _____.

Service level requirements (SLRs) are customer requirements for an aspect of an IT service. Service level requirements are based on business objectives and used to negotiate agreed service level targets.
An SLA monitoring (SLAM) chart is used to _____. A SLAM chart is typically color-coded to show _____ during each of the previous 12 months.

An SLA monitoring (SLAM) chart is used to help monitor and report achievements against service level targets. A SLAM chart is typically color-coded to show whether each agreed service level target has been met, missed or nearly missed during each of the previous 12 months.
A service review meeting should be held with customers _____ to review _____, _____, _____, _____, etc.

A service review meeting should be held with customers monthly or quarterly to review any major incidents, service reports, improvement plans, changes anticipated, etc.
Service improvement plan (SIP) is a formal plan to implement improvements to a _____ or _____.

Service improvement plan (SIP) is a formal plan to implement improvements to a process or IT service.
Business relationship management (BRM) is the service strategy process responsible for _____. Business relationship management identifies _____ and ensures that the service provider is able to _____. This process has strong links with service level management.

Business relationship management (BRM) is the service strategy process responsible for maintaining a positive relationship with customers. Business relationship management identifies customer needs and ensures that the service provider is able to meet these needs with an appropriate catalog of services. This process has strong links with service level management.
Service catalog management is the process responsible for _____ and for ensuring that it is _____.

Service catalog management is the process responsible for providing and maintaining the service catalog and for ensuring that it is available to those who are authorized to access it.
Availability management is the process responsible for _____. Availability management _____ all aspects of the availability of IT services, and ensures that _____ are appropriate for the agreed service level targets for availability.

Availability management is the process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner. Availability management defines, analyses, plans, measures and improves all aspects of the availability of IT services, and ensures that all IT infrastructures, processes, tools, roles etc. are appropriate for the agreed service level targets for availability.
Service availability is the _____.

Service availability is the ability of an IT service to perform its agreed function when required.
Component availability is the _____.

Component availability is the ability of a configuration item to perform its agreed function when required.
Reliability is a measure of _____, usually measured as _____.

Reliability is a measure of how long an IT service or other configuration item can perform its agreed function without interruption, usually measured as MTBF or MTBSI.
Maintainability is a measure of _____, often measured and reported as _____.

Maintainability is a measure of how quickly and effectively an IT service or other configuration item can be restored to normal working after a failure, often measured and reported as MTRS.
Serviceability is the ability of _____ to meet the terms of its contract. This contract will include _____, _____ and _____ for a configuration item.

Serviceability is the ability of a third-party supplier to meet the terms of its contract. This contract will include agreed levels of reliability, maintainability and availability for a configuration item.
Vital business functions (VBF) is _____.

Vital business functions (VBF) is part of a business process that is critical to the success of the business.
Information security management (ISM) is the process responsible for ensuring that the _____, _____ and _____ of an organization’s assets, information, data and IT services match the agreed needs of the business. Information security management supports business security and has a wider scope than that of the IT service provider, and includes _____ for the entire organization.

Information security management (ISM) is the process responsible for ensuring that the confidentiality, integrity and availability of an organization’s assets, information, data and IT services match the agreed needs of the business. Information security management supports business security and has a wider scope than that of the IT service provider, and includes handling of paper, building access, phone calls etc. for the entire organization.
Information security policy is the policy that governs _____.

Information security policy is the policy that governs the organization’s approach to information security management.
Supplier management is the process responsible for _____, _____, and _____.

Supplier management is the process responsible for obtaining value for money from suppliers, ensuring that all contracts and agreements with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
Suppliers are categorized based on _____ and _____. Strategic suppliers are _____, with _____. Tactical suppliers are _____ and _____. Operational suppliers are either _____ or _____. Commodity suppliers are both _____ and _____.

Suppliers are categorized based on value and risk. Strategic suppliers are high value, with a high risk of impact for negative performance. Tactical suppliers are medium value and medium risk. Operational suppliers are either low value or low risk. Commodity suppliers are both low value and low risk.
Capacity management is the process responsible for ensuring that _____. Capacity management considers _____, and is concerned with meeting _____. Capacity management includes three sub-processes: _____, _____, and _____.

Capacity management is the process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed capacity- and performance-related requirements in a cost-effective and timely manner. Capacity management considers all resources required to deliver an IT service, and is concerned with meeting both the current and future capacity and performance needs of the business. Capacity management includes three sub-processes: business capacity management, service capacity management, and component capacity management.
Capacity plan is _____. The plan contains _____, and _____. The plan also contains _____.

Capacity plan is a plan used to manage the resources required to deliver IT services. The plan contains details of current and historic usage of IT services and components, and any issues that need to be addressed (including related improvement activities). The plan also contains scenarios for different predictions of business demand and costed options to deliver the agreed service level targets.
Business capacity management is the sub-process of capacity management responsible for _____.

Business capacity management is the sub-process of capacity management responsible for understanding future business requirements for use in the capacity plan.
Service capacity management is the sub-process of capacity management responsible for _____. Information on _____ and _____ are collected, recorded and analyzed for use in the capacity plan.

Service capacity management is the sub-process of capacity management responsible for understanding the performance and capacity of IT services. Information on the resources used by each IT service and the pattern of usage over time are collected, recorded and analyzed for use in the capacity plan.
Component capacity management is the sub-process of capacity management responsible for _____. Data is collected, recorded and analyzed for use in the capacity plan.

Component capacity management is the sub-process of capacity management responsible for understanding the capacity, utilization and performance of configuration items. Data is collected, recorded and analyzed for use in the capacity plan.
IT service continuity management is the process responsible for _____. IT service continuity management ensures that _____, by _____ and _____. IT service continuity management supports business continuity management.

IT service continuity management is the process responsible for managing risks that could seriously affect IT services. IT service continuity management ensures that the IT service provider can always provide minimum agreed service levels, by reducing the risk to an acceptable level and planning for the recovery of IT services. IT service continuity management supports business continuity management.
Business impact analysis (BIA) is _____. These dependencies may include _____. Business impact analysis defines _____. These requirements include _____.

Business impact analysis (BIA) is the activity in business continuity management that identifies vital business functions and their dependencies. These dependencies may include suppliers, people, other business processes, IT services etc. Business impact analysis defines the recovery requirements for IT services. These requirements include recovery time objectives, recovery point objectives and minimum service level targets for each IT service.
Risk assessment is the initial steps of risk management: _____, _____, and _____. Risk assessment can be quantitative (based on numerical data) or qualitative.

Risk assessment is the initial steps of risk management: analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats. Risk assessment can be quantitative (based on numerical data) or qualitative.
Design coordination is the process responsible for _____. Design coordination ensures _____.

Design coordination is the process responsible for coordinating all service design activities, processes and resources. Design coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics.
Availability is the ability of an IT service or other configuration item to _____. Availability is determined by _____. Availability is usually calculated as a percentage. This calculation is often based on _____ and _____, and it is best practice to calculate availability of an IT service using _____.

Availability is the ability of an IT service or other configuration item to perform its agreed function when required. Availability is determined by reliability, maintainability, serviceability, performance and security. Availability is usually calculated as a percentage. This calculation is often based on agreed service time and downtime, and it is best practice to calculate availability of an IT service using measurements of the business output.
Operational level agreement (OLA) is an agreement between _____ and _____.

Operational level agreement (OLA) is an agreement between an IT service provider and another part of the same organization.
Service catalog (both two-view and three-view types) is _____, including those available for deployment. The service catalog is part of the service portfolio and contains information about two types of IT service: _____ that are visible to the business; and _____ required by the service provider to deliver _____.

Service catalog (both two-view and three-view types) is a database or structured document with information about all live IT services, including those available for deployment. The service catalog is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services.
A service design package is document(s) defining all _____ through each stage of its lifecycle. A service design package is produced for _____.

A service design package is document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. A service design package is produced for each new IT service, major change or IT service retirement.
An underpinning contract is a contract between _____ and _____. The _____ provides goods or services that support _____. The underpinning contract defines _____.

An underpinning contract is a contract between an IT service provider and a third party. The third party provides goods or services that support delivery of an IT service to a customer. The underpinning contract defines targets and responsibilities that are required to meet agreed service level targets in one or more service level agreements.

Assessments

Flashcards: Quizlet: IT Service Management - Service Design
Quiz: Quizlet: IT Service Management - Service Design

References

↑ ITIL Translated Glossaries
↑ ITIL Foundation Syllabus
↑ ITIL Translated Glossaries
↑ Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Foundation Syllabus
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries

IT Service Management

Lesson 4 - Service Transition

Service transition ensures that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle. Service transition includes the processes of transition planning and support, change management, service asset and configuration management, release and deployment management, service validation and testing, change evaluation, and knowledge management.^[1]

Objectives and Skills

Objectives and skills for the Service Transition portion of ITIL Foundation certification include:^[2]

Account for the purpose, objectives and scope of service transition
Briefly explain what value service transition provides to the business
Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
- Change management
  - Types of change request
  - Change models
  - Remediation planning
  - Change advisory board / emergency change advisory board
  - Lifecycle of a normal change
State the purpose, objectives and scope for:
- Release and deployment management
  - Four phases of release and deployment
- Knowledge management
  - Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
- Service asset and configuration management (SACM)
- Transition planning and support
Define and explain:
- Change
- Change proposals
- Change types (standard, emergency and normal)
- Configuration item (CI)
- Configuration management system
- Definitive media library (DML)
- Release policy
- Service knowledge management system (SKMS)

Readings

Multimedia

YouTube: Introduction to ITIL Service Transition

Activities

Describe the purpose, objectives and scope of service transition and explain what value service transition provides to the business.
Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for change management, including examples for each:
- Change management
- Types of change request
- Change models
- Remediation planning
- Change advisory board / emergency change advisory board
- Lifecycle of a normal change
State the purpose, objectives and scope for one or more of the following, with examples:
- Release and deployment management, including the four phases of release and deployment
- Knowledge management, including Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
- Service asset and configuration management (SACM)
- Transition planning and support
Case Project - Continue the hypothetical organization and service desk design your team documented in the previous lesson. Add the following information to the Service Transition section.
- Based on the new or changed services proposal identified in the previous lesson, determine and outline a transition plan.
- Describe how the changes will be managed, including the change process, remediation planning, and the change advisory board,
- Describe any technology or tools that will be used to manage deployment of the changes.
- Describe how knowledge and wisdom will be collected and shared within the service desk organization.
Use the Discuss page to post comments and questions regarding this lesson.
Review the lesson summary, key terms, review questions and assessments below.

Lesson Summary

Service transition ensures that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle. Service transition includes the following processes: transition planning and support, change management, service asset and configuration management, release and deployment management, service validation and testing, change evaluation, and knowledge management.^[3]
Change management is the process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.^[4]
Change request types include standard, emergency, and normal. Standard changes are preapproved, clearly defined and understood, with low or well-known risk. Emergency changes may be assessed and authorized by an emergency change advisory board, with limited testing, and documented after the change is completed. Normal changes follow the typical lifecycle with a request for change (RFC), assessment, evaluation, authorization, planning and testing, implementation, and review.^[5]
Change models are repeatable ways of dealing with a particular category of change. These include specific agreed steps that will be followed for a change of this category. Change models may be very complex with many steps that require authorization or may be very simple with no requirement for authorization.^[6]
Remediation planning is the plan of actions to be taken to recover after a failed change or release. Remediation may include back-out, invocation of service continuity plans, or other actions designed to enable the business process to continue.^[7]
The change advisory board / emergency change advisory board is a group of people that support the assessment, prioritization, authorization and scheduling of changes. A change advisory board is usually made up of representatives from: all areas within the IT service provider; the business; and third parties such as suppliers.^[8]
Release and deployment management is the process responsible for planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services.^[9]
The four phases of release and deployment are plan, build and test, deploy, and review and close.^[10]
Knowledge management is the process responsible for sharing perspectives, ideas, experience and information, and for ensuring that these are available in the right place and at the right time. The knowledge management process enables informed decisions, and improves efficiency by reducing the need to rediscover knowledge.^[11]
Data-to-Information-to-Knowledge-to-Wisdom (DIKW) is a way of understanding the relationships between data, information, knowledge and wisdom. DIKW shows how each of these builds on the others.^[12]
A service knowledge management system (SKMS) is a set of tools and databases that is used to manage knowledge, information and data. The service knowledge management system includes the configuration management system, as well as other databases and information systems. The service knowledge management system includes tools for collecting, storing, managing, updating, analyzing and presenting all the knowledge, information and data that an IT service provider will need to manage the full lifecycle of IT services.^[13]
Service asset and configuration management (SACM) is the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets.^[14]
Transition planning and support is the process responsible for planning all service transition processes and coordinating the resources that they require.^[15]
A change is the addition, modification or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items.^[16]
Change proposals are documents that include a high level description of a potential service introduction or significant change, along with a corresponding business case and an expected implementation schedule. Change proposals are normally created by the service portfolio management process and are passed to change management for authorization. Change management will review the potential impact on other services, on shared resources, and on the overall change schedule. Once the change proposal has been authorized, service portfolio management will charter the service.^[17]
Configuration items (CI) are any component or other service asset that needs to be managed in order to deliver an IT service. Information about each configuration item is recorded in a configuration record within the configuration management system and is maintained throughout its lifecycle by service asset and configuration management. Configuration items are under the control of change management. They typically include IT services, hardware, software, buildings, people and formal documentation such as process documentation and service level agreements.^[18]
A configuration management system is a set of tools, data and information that is used to support service asset and configuration management. The CMS is part of an overall service knowledge management system and includes tools for collecting, storing, managing, updating, analyzing and presenting data about all configuration items and their relationships. The CMS may also include information about incidents, problems, known errors, changes and releases. The CMS is maintained by service asset and configuration management and is used by all IT service management processes.^[19]
A definitive media library (DML) is one or more locations in which the definitive and authorized versions of all software configuration items are securely stored. The definitive media library may also contain associated configuration items such as licences and documentation. It is a single logical storage area even if there are multiple locations. The definitive media library is controlled by service asset and configuration management and is recorded in the configuration management system.^[20]
A release policy defines how releases will be defined and processed and how release activities will be managed.^[21]

Key Terms

asset management: A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle.
asset register: A list of fixed assets that includes their ownership and value.
attribute: A piece of information about a configuration item.
back-out: An activity that restores a service or other configuration item to a previous baseline.
baseline: A snapshot that is used as a reference point.
benchmark: A baseline that is used to compare related data sets as part of a benchmarking exercise.
build: The activity of assembling a number of configuration items to create part of an IT service.
build environment: A controlled environment where applications, IT services and other builds are assembled prior to being moved into a test or live environment.
change: The addition, modification or removal of anything that could have an effect on IT services.
change advisory board (CAB): A group of people that support the assessment, prioritization, authorization and scheduling of changes.
change evaluation: The process responsible for formal assessment of a new or changed IT service to ensure that risks have been managed and to help determine whether to authorize the change.
change history: Information about all changes made to a configuration item during its life.
change management: The process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.
change model: A repeatable way of dealing with a particular category of change.
change proposal: A document that includes a high level description of a potential service introduction or significant change, along with a corresponding business case and an expected implementation schedule.
change record: A record containing the details of a change.
change schedule: A document that lists all authorized changes and their planned implementation dates, as well as the estimated dates of longer-term changes.
change window: A regular, agreed time when changes or releases may be implemented with minimal impact on services.
CI type: A category that is used to classify configuration items.
component CI: A configuration item that is part of an assembly.
configuration: A generic term used to describe a group of configuration items that work together to deliver an IT service, or a recognizable part of an IT service.
configuration baseline: The baseline of a configuration that has been formally agreed and is managed through the change management process.
configuration control: The activity responsible for ensuring that adding, modifying or removing a configuration item is properly managed.
configuration identification: The activity responsible for collecting information about configuration items and their relationships, and loading this information into the configuration management database.
configuration item (CI): Any component or other service asset that needs to be managed in order to deliver an IT service.
configuration management database (CMDB): A database used to store configuration records throughout their lifecycle.
configuration management system (CMS): A set of tools, data and information that is used to support service asset and configuration management.
configuration record: A record containing the details of a configuration item.
configuration structure: The hierarchy and other relationships between all the configuration items that comprise a configuration.
Data-to-Information-to-Knowledge-to-Wisdom (DIKW): A way of understanding the relationships between data, information, knowledge and wisdom.
definitive media library (DML): One or more locations in which the definitive and authorized versions of all software configuration items are securely stored.
deployment: The activity responsible for movement of new or changed hardware, software, documentation, process etc. to the live environment.
early life support (ELS): A stage in the service lifecycle that occurs at the end of deployment and before the service is fully accepted into operation.
emergency change: A change that must be introduced as soon as possible.
emergency change advisory board (ECAB): A subgroup of the change advisory board that makes decisions about emergency changes.
environment: A subset of the IT infrastructure that is used for a particular purpose.
fixed asset: A tangible business asset that has a long-term useful life.
fixed asset management: The process responsible for tracking and reporting the value and ownership of fixed assets throughout their lifecycle.
impact: A measure of the effect of an incident, problem or change on business processes.
knowledge base: A logical database containing data and information used by the service knowledge management system.
knowledge management: The process responsible for sharing perspectives, ideas, experience and information, and for ensuring that these are available in the right place and at the right time.
live: Refers to an IT service or other configuration item that is being used to deliver service to a customer.
live environment: A controlled environment containing live configuration items used to deliver IT services to customers.
normal change: A change that is not an emergency change or a standard change.
pilot: A limited deployment of an IT service, a release or a process to the live environment.
priority: A category used to identify the relative importance of an incident, problem or change.
projected service outage (PSO): A document that identifies the effect of planned changes, maintenance activities and test plans on agreed service levels.
qualification: An activity that ensures that the IT infrastructure is appropriate and correctly configured to support an application or IT service.
quality assurance (QA): The process responsible for ensuring that the quality of a service, process or other service asset will provide its intended value.
release: One or more changes to an IT service that are built, tested and deployed together.
release and deployment management: The process responsible for planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services.
release identification: A naming convention used to uniquely identify a release.
release package: A set of configuration items that will be built, tested and deployed together as a single release.
release record: A record that defines the content of a release.
release unit: Components of an IT service that are normally released together.
remediation: Actions taken to recover after a failed change or release.
request for change (RFC): A formal proposal for a change to be made.
retire: Permanent removal of an IT service, or other configuration item, from the live environment.
service acceptance criteria (SAC): A set of criteria used to ensure that an IT service meets its functionality and quality requirements and that the IT service provider is ready to operate the new IT service when it has been deployed.
service asset and configuration management (SACM): The process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed.
service knowledge management system (SKMS): A set of tools and databases that is used to manage knowledge, information and data.
service transition: A stage in the lifecycle of a service which ensures that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle.
service validation and testing: The process responsible for validation and testing of a new or changed IT service.
snapshot: The current state of a configuration item, process or any other set of data recorded at a specific point in time.
software asset management (SAM): The process responsible for tracking and reporting the use and ownership of software assets throughout their lifecycle.
standard change: A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction.
status accounting: The activity responsible for recording and reporting the lifecycle of each configuration item.
test: An activity that verifies that a configuration item, IT service, process etc. meets its specification or agreed requirements.
test environment: A controlled environment used to test configuration items, releases, IT services, processes etc.
transition: A change in state, corresponding to a movement of an IT service or other configuration item from one lifecycle status to the next.
transition planning and support: The process responsible for planning all service transition processes and coordinating the resources that they require.
urgency: A measure of how long it will be until an incident, problem or change has a significant impact on the business.
validation: An activity that ensures a new or changed IT service, process, plan or other deliverable meets the needs of the business.
verification: An activity that ensures that a new or changed IT service, process, plan or other deliverable is complete, accurate, reliable and matches its design specification.
verification and audit: The activities responsible for ensuring that information in the configuration management system is accurate and that all configuration items have been identified and recorded.
version: A version is used to identify a specific baseline of a configuration item.

Review Questions

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Service transition ensures _____. Service transition includes the following processes: _____, _____, _____, _____, _____, _____, and _____.

Service transition ensures that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle. Service transition includes the following processes: transition planning and support, change management, service asset and configuration management, release and deployment management, service validation and testing, change evaluation, and knowledge management.
Change management is the process responsible for _____.

Change management is the process responsible for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.
Change request types include _____, _____, and _____. _____ changes are preapproved, clearly defined and understood, with low or well-known risk. _____ changes may be assessed and authorized by an emergency change advisory board, with limited testing, and documented after the change is completed. _____ changes follow the typical lifecycle with a request for change (RFC), assessment, evaluation, authorization, planning and testing, implementation, and review.

Change request types include standard, emergency, and normal. Standard changes are preapproved, clearly defined and understood, with low or well-known risk. Emergency changes may be assessed and authorized by an emergency change advisory board, with limited testing, and documented after the change is completed. Normal changes follow the typical lifecycle with a request for change (RFC), assessment, evaluation, authorization, planning and testing, implementation, and review.
Change models are _____. These include specific agreed steps that will be followed for a change of this category. Change models may be very complex with many steps that require authorization or may be very simple with no requirement for authorization.

Change models are repeatable ways of dealing with a particular category of change. These include specific agreed steps that will be followed for a change of this category. Change models may be very complex with many steps that require authorization or may be very simple with no requirement for authorization.
Remediation planning is the plan of _____. Remediation may include _____.

Remediation planning is the plan of actions to be taken to recover after a failed change or release. Remediation may include back-out, invocation of service continuity plans, or other actions designed to enable the business process to continue.
The change advisory board / emergency change advisory board is a group of people that support _____. A change advisory board is usually made up of representatives from: _____.

The change advisory board / emergency change advisory board is a group of people that support the assessment, prioritization, authorization and scheduling of changes. A change advisory board is usually made up of representatives from: all areas within the IT service provider; the business; and third parties such as suppliers.
Release and deployment management is the process responsible for _____.

Release and deployment management is the process responsible for planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services.
The four phases of release and deployment are _____, _____, _____, and _____.

The four phases of release and deployment are plan, build and test, deploy, and review and close.
Knowledge management is the process responsible for _____. The knowledge management process enables _____, and improves efficiency by _____.

Knowledge management is the process responsible for sharing perspectives, ideas, experience and information, and for ensuring that these are available in the right place and at the right time. The knowledge management process enables informed decisions, and improves efficiency by reducing the need to rediscover knowledge.
_____-to-_____-to-_____-to-_____ (DIKW) is a way of understanding the relationships between _____, _____, _____ and _____. DIKW shows how each of these builds on the others.

Data-to-Information-to-Knowledge-to-Wisdom (DIKW) is a way of understanding the relationships between data, information, knowledge and wisdom. DIKW shows how each of these builds on the others.
A service knowledge management system (SKMS) is _____. The service knowledge management system includes _____. The service knowledge management system includes tools for _____.

A service knowledge management system (SKMS) is a set of tools and databases that is used to manage knowledge, information and data. The service knowledge management system includes the configuration management system, as well as other databases and information systems. The service knowledge management system includes tools for collecting, storing, managing, updating, analyzing and presenting all the knowledge, information and data that an IT service provider will need to manage the full lifecycle of IT services.
Service asset and configuration management (SACM) is the process responsible for _____. This information includes _____.

Service asset and configuration management (SACM) is the process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets.
Transition planning and support is the process responsible for _____.

Transition planning and support is the process responsible for planning all service transition processes and coordinating the resources that they require.
A change is the _____, _____or _____of anything that could have an effect on IT services. The scope should include changes to _____.

A change is the addition, modification or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items.
Change proposals are documents that include _____, along with _____. Change proposals are normally created by _____ and are passed to change management for authorization. Change management will review _____. Once the change proposal has been authorized, _____ will charter the service.

Change proposals are documents that include a high level description of a potential service introduction or significant change, along with a corresponding business case and an expected implementation schedule. Change proposals are normally created by the service portfolio management process and are passed to change management for authorization. Change management will review the potential impact on other services, on shared resources, and on the overall change schedule. Once the change proposal has been authorized, service portfolio management will charter the service.
Configuration items (CI) are _____. Information about each configuration item is recorded in a configuration record within the configuration management system and is maintained throughout its lifecycle by _____. Configuration items are under the control of _____. They typically include _____.

Configuration items (CI) are any component or other service asset that needs to be managed in order to deliver an IT service. Information about each configuration item is recorded in a configuration record within the configuration management system and is maintained throughout its lifecycle by service asset and configuration management. Configuration items are under the control of change management. They typically include IT services, hardware, software, buildings, people and formal documentation such as process documentation and service level agreements.
A configuration management system is _____. The CMS is part of an overall service knowledge management system and includes tools for _____. The CMS may also include information about _____. The CMS is maintained by _____ and is used by all IT service management processes.

A configuration management system is a set of tools, data and information that is used to support service asset and configuration management. The CMS is part of an overall service knowledge management system and includes tools for collecting, storing, managing, updating, analyzing and presenting data about all configuration items and their relationships. The CMS may also include information about incidents, problems, known errors, changes and releases. The CMS is maintained by service asset and configuration management and is used by all IT service management processes.
A definitive media library (DML) is _____. The definitive media library may also contain _____. It is a single logical storage area even if there are multiple locations. The definitive media library is controlled by _____ and is recorded in the _____.

A definitive media library (DML) is one or more locations in which the definitive and authorized versions of all software configuration items are securely stored. The definitive media library may also contain associated configuration items such as licences and documentation. It is a single logical storage area even if there are multiple locations. The definitive media library is controlled by service asset and configuration management and is recorded in the configuration management system.
A release policy defines _____.

A release policy defines how releases will be defined and processed and how release activities will be managed.

Assessments

Flashcards: Quizlet: IT Service Management - Service Transition
Quiz: Quizlet: IT Service Management - Service Transition

References

↑ ITIL Translated Glossaries
↑ ITIL Foundation Syllabus
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757
↑ ITIL Translated Glossaries

IT Service Management

Lesson 5 - Service Operation

Service operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service operation also manages the technology that is used to deliver and support services. Service operation includes the processes of event management, incident management, request fulfilment, problem management, and access management. Service operation also includes the functions of service desk, technical management, IT operations management, and application management.^[1]

Objectives and Skills

Objectives and skills for the Service Operation portion of ITIL Foundation certification include:^[2]

Account for the purpose, objectives and scope of service operation
Briefly explain what value service operation provides to the business
Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for:
- Incident management
- Problem management
State the purpose, objectives and scope for:
- Event management
- Request fulfilment
- Access management
Define and explain:
- Alert
- Event
- Impact, urgency and priority
- Incident
- Known error
- Known error database (KEDB)
- Problem
- Service request
- The role of communication in service operation
- Workaround

Readings

Multimedia

YouTube: Introduction to ITIL Service Operation

Activities

Define the purpose, objectives and scope of service operation and explain what value service operation provides to the business.
Explain the purpose, objectives, scope, basic concepts, process activities and interfaces for one or more of the following:
- Incident management
- Problem management
State the purpose, objectives and scope for one or more of the following:
- Event management
- Request fulfilment
- Access management
Case Project - Continue the hypothetical organization and service desk design your team documented in the previous lesson. Add the following information to the Service Operation section.
- Describe how incidents will be managed for the new or changed services.
- Describe how problems will be managed for the new or changed services.
- Describe how events will be managed for the new or changed services.
- Describe the request fulfillment process for the new or changed services.
- Describe how access will be controlled and verified for the new or changed services.
Use the Discuss page to post comments and questions regarding this lesson.
Review the lesson summary, key terms, review questions and assessments below.

Lesson Summary

Service operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service operation also manages the technology that is used to deliver and support services. Service operation includes the following processes: event management, incident management, request fulfillment, problem management, and access management. Service operation also includes the following functions: service desk, technical management, IT operations management, and application management.^[3]
Incident management is the process responsible for managing the lifecycle of all incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized.^[4]
Problem management is the process responsible for managing the lifecycle of all problems. Problem management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented.^[5]
Event management is the process responsible for managing events throughout their lifecycle. Event management is one of the main activities of IT operations.^[6]
Request fulfilment is the process responsible for managing the lifecycle of all service requests.^[7]
Access management is the process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management.^[8]
An alert is a notification that a threshold has been reached, something has changed, or a failure has occurred. Alerts are often created and managed by system management tools and are managed by the event management process.^[9]
An event is a change of state that has significance for the management of an IT service or other configuration item. The term is also used to mean an alert or notification created by any IT service, configuration item or monitoring tool. Events typically require IT operations personnel to take actions, and often lead to incidents being logged.^[10]
Impact is a measure of the effect of an incident, problem or change on business processes. Impact is often based on how service levels will be affected. Urgency is a measure of how long it will be until an incident, problem or change has a significant impact on the business. Impact and urgency are used to assign priority, which is a category used to identify the relative importance of an incident, problem or change, and is used to identify required times for actions to be taken.^[11]
An incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident.^[12]
A known error is a problem that has a documented root cause and a workaround. Known errors are created and managed throughout their lifecycle by problem management. Known errors may also be identified by development or suppliers.^[13]
A known error database (KEDB) is a database containing all known error records. This database is created by problem management and used by incident and problem management. The known error database may be part of the configuration management system, or may be stored elsewhere in the service knowledge management system.^[14]
A problem is the cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation.^[15]
A service request is a formal request from a user for something to be provided. Service requests are managed by the request fulfillment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request.^[16]
The role of communication in service operation is to communicate all aspects of service operation to management, business users, and customers.^[17]
A workaround reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Workarounds for problems are documented in known error records. Workarounds for incidents that do not have associated problem records are documented in the incident record.^[18]

Key Terms

access management: The process responsible for allowing users to make use of IT services, data or other assets.
active monitoring: Monitoring of a configuration item or an IT service that uses automated regular checks to discover the current status.
alert: A notification that a threshold has been reached, something has changed, or a failure has occurred.
application management: The function responsible for managing applications throughout their lifecycle.
automatic call distribution (ACD): Use of information technology to direct an incoming telephone call to the most appropriate person in the shortest possible time.
backup: Copying data to protect against loss of integrity or availability of the original.
brainstorming: A technique that helps a team to generate ideas.
call: A telephone call to the service desk from a user. A call could result in an incident or a service request being logged.
call centre: An organization or business unit that handles large numbers of incoming and outgoing telephone calls.
call type: A category that is used to distinguish incoming requests to a service desk.
chronological analysis: A technique used to help identify possible causes of problems in which all available data about the problem is collected and sorted by date and time to provide a detailed timeline.
closed: The final status in the lifecycle of an incident, problem, change etc. When the status is closed, no further action is taken.
closure: The act of changing the status of an incident, problem, change etc. to closed.
computer telephony integration (CTI): Computer telephony integration is a general term covering any kind of integration between computers and telephone systems.
dashboard: A graphical representation of overall IT service performance and availability.
detection: A stage in the expanded incident lifecycle which results in the incident becoming known to the service provider.
diagnosis: A stage in the incident and problem lifecycles, the purpose of which is to identify a workaround for an incident or the root cause of a problem.
diagnostic script: A structured set of questions used by service desk staff to ensure they ask the correct questions, and to help them classify, resolve and assign incidents.
directory service: An application that manages information about IT infrastructure available on a network, and corresponding user access rights.
downtime: The time when an IT service or other configuration item is not available during its agreed service time.
error: A design flaw or malfunction that causes a failure of one or more IT services or other configuration items or a mistake made by a person or a faulty process that impacts a configuration item.
escalation: An activity that obtains additional resources when these are needed to meet service level targets or customer expectations.
event: A change of state that has significance for the management of an IT service or other configuration item.
event management: The process responsible for managing events throughout their lifecycle. Event management is one of the main activities of IT operations.
facilities management: The function responsible for managing the physical environment where the IT infrastructure is located.
failure: Loss of ability to operate to specification, or to deliver the required output.
first-line support: The first level in a hierarchy of support groups involved in the resolution of incidents.
follow the sun: A methodology for using service desks and support groups around the world to provide seamless 24/7 service.
functional escalation: Transferring an incident, problem or change to a technical team with a higher level of expertise to assist in an escalation.
hierarchic escalation: Informing or involving more senior levels of management to assist in an escalation.
identity: A unique name that is used to identify a user, person or role.
impact: A measure of the effect of an incident, problem or change on business processes.
incident: An unplanned interruption to an IT service or reduction in the quality of an IT service.
incident management: The process responsible for managing the lifecycle of all incidents.
incident record: A record containing the details of an incident.
interactive voice response (IVR): A form of automatic call distribution that accepts user input, such as key presses and spoken commands, to identify the correct destination for incoming calls.
Ishikawa diagram: A technique that helps a team to identify all the possible causes of a problem, the output of which is a diagram that looks like a fishbone.
IT operations: Activities carried out by IT operations control, including console management/operations bridge, job scheduling, backup and restore, and print and output management.
IT operations control: The function responsible for monitoring and control of the IT services and IT infrastructure.
IT operations management: The function within an IT service provider that performs the daily activities needed to manage IT services and the supporting IT infrastructure.
job scheduling: Planning and managing the execution of software tasks that are required as part of an IT service.
Kepner and Tregoe analysis: A structured approach to problem solving in which the problem is analyzed in terms of what, where, when and extent.
known error: A problem that has a documented root cause and a workaround.
known error database (KEDB): A database containing all known error records.
known error record: A record containing the details of a known error.
major incident: The highest category of impact for an incident.
monitor control loop: Monitoring the output of a task, process, IT service or other configuration item; comparing this output to a predefined norm; and taking appropriate action based on this comparison.
monitoring: Repeated observation of a configuration item, IT service or process to detect events and to ensure that the current status is known.
normal service operation: An operational state where services and configuration items are performing within their agreed service and operational levels.
operation: Day-to-day management of an IT service, system or other configuration item.
operations bridge: A physical location where IT services and IT infrastructure are monitored and managed.
pain value analysis: A technique used to help identify the business impact of one or more problems.
Pareto principle: A technique used to prioritize activities which says that 80% of the value of any activity is created with 20% of the effort.
passive monitoring: Monitoring of a configuration item, an IT service or a process that relies on an alert or notification to discover the current status.
priority: A category used to identify the relative importance of an incident, problem or change.
proactive monitoring: Monitoring that looks for patterns of events to predict possible future failures.
proactive problem management: Part of the problem management process, the objective of which is to identify problems that might otherwise be missed.
problem: A cause of one or more incidents.
problem management: The process responsible for managing the lifecycle of all problems.
problem record: A record containing the details of a problem.
reactive monitoring: Monitoring that takes place in response to an event.
recovery: Returning a configuration item or an IT service to a working state.
recovery point objective (RPO): The maximum amount of data that may be lost when service is restored after an interruption.
recovery time objective (RTO): The maximum time allowed for the recovery of an IT service following an interruption.
repair: The replacement or correction of a failed configuration item.
request fulfilment: The process responsible for managing the lifecycle of all service requests.
request model: A repeatable way of dealing with a particular category of service request.
resolution: Action taken to repair the root cause of an incident or problem, or to implement a workaround.
restore: Taking action to return an IT service to the users after repair and recovery from an incident.
rights: Entitlements, or permissions, granted to a user or role.
root cause: The underlying or original cause of an incident or problem.
root cause analysis (RCA): An activity that identifies the root cause of an incident or problem.
second-line support: The second level in a hierarchy of support groups involved in the resolution of incidents and investigation of problems.
server: A computer that is connected to a network and provides software functions that are used by other computers.
service desk: The single point of contact between the service provider and the users.
service maintenance objective (SMO): The expected time that a configuration item will be unavailable due to planned maintenance activity.
service operation: The stage in the lifecycle of a service which coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers.
service request: A formal request from a user for something to be provided.
shift: A group or team of people who carry out a specific role for a fixed period of time.
single point of contact: Providing a single consistent way to communicate with an organization or business unit.
standard operating procedures (SOP): Procedures used by IT operations management.
storage management: The process responsible for managing the storage and maintenance of data throughout its lifecycle.
super user: A user who helps other users, and assists in communication with the service desk or other parts of the IT service provider.
support group: A group of people with technical skills which provides the technical support needed by one or more IT service management processes.
support hours: The times or hours when support is available to the users.
technical management: The function responsible for providing technical skills in support of IT services and management of the IT infrastructure.
technical observation (TO): A technique used in service improvement, problem investigation and availability management in which technical support staff meet to monitor the behavior and performance of an IT service and make recommendations for improvement.
third-line support: The third level in a hierarchy of support groups involved in the resolution of incidents and investigation of problems.
workaround: Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available.

Review Questions

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Service operation coordinates and carries out _____. Service operation also manages _____. Service operation includes the following processes: _____, _____, _____, _____, and _____. Service operation also includes the following functions: _____, _____, _____, and _____.

Service operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service operation also manages the technology that is used to deliver and support services. Service operation includes the following processes: event management, incident management, request fulfillment, problem management, and access management. Service operation also includes the following functions: service desk, technical management, IT operations management, and application management.
Incident management is _____. Incident management ensures that _____.

Incident management is the process responsible for managing the lifecycle of all incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized.
Problem management is _____. Problem management _____.

Problem management is the process responsible for managing the lifecycle of all problems. Problem management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented.
Event management is _____. Event management is one of the main activities of IT operations.

Event management is the process responsible for managing events throughout their lifecycle. Event management is one of the main activities of IT operations.
Request fulfillment is _____.

Request fulfillment is the process responsible for managing the lifecycle of all service requests.
Access management is _____. Access management helps to _____. Access management implements _____ and is sometimes referred to as _____.

Access management is the process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management.
An alert is _____. Alerts are often created and managed by _____.

An alert is a notification that a threshold has been reached, something has changed, or a failure has occurred. Alerts are often created and managed by system management tools and are managed by the event management process.
An event is _____. The term is also used to mean _____. Events typically require IT operations personnel to take actions, and often lead to incidents being logged.

An event is a change of state that has significance for the management of an IT service or other configuration item. The term is also used to mean an alert or notification created by any IT service, configuration item or monitoring tool. Events typically require IT operations personnel to take actions, and often lead to incidents being logged.
Impact is _____. Impact is often based on _____. Urgency is a measure of _____. Impact and urgency are used to assign _____, which is a category used to identify _____, and is used to identify _____.

Impact is a measure of the effect of an incident, problem or change on business processes. Impact is often based on how service levels will be affected. Urgency is a measure of how long it will be until an incident, problem or change has a significant impact on the business. Impact and urgency are used to assign priority, which is a category used to identify the relative importance of an incident, problem or change, and is used to identify required times for actions to be taken.
An incident is _____. Failure of a configuration item that has not yet affected service is also an incident.

An incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident.
A known error is _____. Known errors are created and managed throughout their lifecycle by _____. Known errors may also be identified by development or suppliers.

A known error is a problem that has a documented root cause and a workaround. Known errors are created and managed throughout their lifecycle by problem management. Known errors may also be identified by development or suppliers.
A known error database (KEDB) is a database containing all known error records. This database is created by _____ and used by _____. The known error database may be part of _____, or may be stored elsewhere in _____.

A known error database (KEDB) is a database containing all known error records. This database is created by problem management and used by incident and problem management. The known error database may be part of the configuration management system, or may be stored elsewhere in the service knowledge management system.
A problem is _____. The cause is not usually known at the time a problem record is created, and _____ is responsible for further investigation.

A problem is the cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation.
A service request is _____. Service requests are managed by _____, usually in conjunction with the service desk. Service requests may be linked to _____.

A service request is a formal request from a user for something to be provided. Service requests are managed by the request fulfillment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request.
The role of communication in service operation is to _____.

The role of communication in service operation is to communicate all aspects of service operation to management, business users, and customers.
A workaround _____. Workarounds for problems are documented in _____. Workarounds for incidents that do not have associated problem records are documented in _____.

A workaround reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Workarounds for problems are documented in known error records. Workarounds for incidents that do not have associated problem records are documented in the incident record.

Assessments

Flashcards: Quizlet: IT Service Management - Service Operation
Quiz: Quizlet: IT Service Management - Service Operation

References

IT Service Management

Lesson 6 - Continual Service Improvement

Continual service improvement ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes. The performance of the IT service provider is continually measured and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness. Continual service improvement includes the seven-step improvement process.^[1]

Objectives and Skills

Objectives and skills for the Continual Service Improvement portion of ITIL Foundation certification include:^[2]

Account for the main purpose, objectives and scope of continual service improvement
Briefly explain what value continual service improvement provides to the business
Explain the continual service improvement approach
Understand the role of measurement for continual service improvement and explain the following key elements:
- Relationship between critical success factors (CSF) and key performance indicators (KPI)
- Baselines
- Types of metrics (technology metrics, process metrics, service metrics)
State the purpose, objectives and scope for:
- The seven-step improvement process
Define and explain:
- CSI register
- The Deming Cycle (plan, do, check, act)

Readings

Multimedia

Activities

Describe the main purpose, objectives and scope of continual service improvement and explain what value continual service improvement provides to the business.
Explain the continual service improvement approach and include an example or examples.
Describe the role of measurement for continual service improvement and explain the following key elements with examples:
- Relationship between critical success factors (CSF) and key performance indicators (KPI)
- Baselines
- Types of metrics (technology metrics, process metrics, service metrics)
State the purpose, objectives and scope for the seven-step improvement process and include an example of each step.
Define and explain the Deming Cycle (plan, do, check, act) and include an example of each step in the cycle.
Case Project - Continue the hypothetical organization and service desk design your team documented in the previous lesson. Add the following information to the Continual Service Improvement section.
- Describe the planned approach for continual service improvement for the new or changed services.
- Describe the critical success factors and key performance indicators that will be used for improvement.
- Describe the metrics and baselines that will be used for improvement.
- Describe the improvement process the team plans to follow.
Use the Discuss page to post comments and questions regarding this lesson.
Review the lesson summary, key terms, review questions and assessments below.

Lesson Summary

Continual service improvement ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes. The performance of the IT service provider is continually measured and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness. Continual service improvement includes the seven-step improvement process.^[3]
The continual service improvement approach is based on the business vision, mission, goals, and objectives leading to baseline assessments and measurable targets, followed by service and process improvement, verified by measurements and metrics.^[4]
A critical success factor (CSF) is something that must happen if an IT service, process, plan, project or other activity is to succeed. A key performance indicator is a metric that is used to help manage an IT service, process, plan, project or other activity. Key performance indicators are used to measure the achievement of each critical success factor.^[5]
Baselines are snapshots used as a reference point. Many snapshots may be taken and recorded over time but only some will be used as baselines. Baselines types include ITSM, performance, and configuration baselines.^[6]
A metric is something that is measured and reported to help manage a process, IT service or activity.^[7] Metrics may be internal or external, and types of metrics include technology metrics, process metrics, and service metrics.^[8]
The seven-step improvement process is the process responsible for defining and managing the steps needed to identify, define, gather, process, analyse, present and implement improvements. The performance of the IT service provider is continually measured by this process and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness. Opportunities for improvement are recorded and managed in the CSI register.^[9]
A CSI register is a database or structured document used to record and manage improvement opportunities throughout their lifecycle.^[10]
The Deming Cycle (plan, do, check, act) is a four- stage cycle for process management which includes: Plan – design or revise processes that support the IT services; Do – implement the plan and manage the processes; Check – measure the processes and IT services, compare with objectives and produce reports; Act – plan and implement changes to improve the processes.^[11]

Key Terms

analytical modelling: A technique that uses mathematical models to predict the behaviour of IT services or other configuration items.
balanced scorecard: A management tool developed by Drs Robert Kaplan and David Norton which enables a strategy to be broken down into key performance indicators.
baseline: A snapshot that is used as a reference point.
benchmark: A baseline that is used to compare related data sets as part of a benchmarking exercise.
benchmarking: The process responsible for comparing a benchmark with related data sets such as a more recent snapshot, industry data or best practice.
business capacity management: In the context of ITSM, business capacity management is the sub- process of capacity management responsible for understanding future business requirements for use in the capacity plan.
business perspective: An understanding of the service provider and IT services from the point of view of the business, and an understanding of the business from the point of view of the service provider.
Capability Maturity Model Integration (CMMI): A process improvement approach developed by the Software Engineering Institute (SEI) of Carnegie Mellon University, which provides organizations with the essential elements of effective processes.
capacity management: The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed capacity- and performance-related requirements in a cost-effective and timely manner.
COBIT: Control OBjectives for Information and related Technology (COBIT) provides guidance and best practice for the management of IT processes.
component capacity management (CCM): The sub-process of capacity management responsible for understanding the capacity, utilization and performance of configuration items.
continual service improvement (CSI): The stage in the lifecycle of a service which ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes.
CSI register: A database or structured document used to record and manage improvement opportunities throughout their lifecycle.
effectiveness: A measure of whether the objectives of a process, service or activity have been achieved.
efficiency: A measure of whether the right amount of resource has been used to deliver a process, service or activity.
expanded incident lifecycle: Detailed stages in the lifecycle of an incident which include detection, diagnosis, repair, recovery and restoration.
fault tree analysis (FTA): A technique that can be used to determine a chain of events that has caused an incident, or may cause an incident in the future.
gap analysis: An activity that compares two sets of data and identifies the differences.
Ishikawa diagram: A technique that helps a team to identify all the possible causes of a problem.
ISO/IEC 27001: An international specification for information security management.
ISO/IEC 27002: An international code of practice for information security management.
key performance indicator (KPI): A metric that is used to help manage an IT service, process, plan, project or other activity.
manual workaround: A workaround that requires manual intervention.
maturity: A measure of the reliability, efficiency and effectiveness of a process, function, organization etc.
metric: Something that is measured and reported to help manage a process, IT service or activity.
operational level agreement (OLA): An agreement between an IT service provider and another part of the same organization.
Plan-Do-Check-Act (PDCA): A four-stage cycle for process management, attributed to Edward Deming.
process metrics: these metrics are captured in the form of Critical Success Factors (CSFs), Key Performance

Indicators (KPIs) and activity metrics for the service management processes. Four key areas that KPIs can measure are quality, performance, value and compliance of following the process. CSI would use these metrics as input in identifying improvement opportunities for each process

quality management system (QMS): The framework of policy, processes, functions, standards, guidelines and tools that ensures an organization is of a suitable quality to reliably meet business objectives or service levels.
quick win: An improvement activity that is expected to provide a return on investment in a short period of time with relatively small cost and effort.
reliability: A measure of how long an IT service or other configuration item can perform its agreed function without interruption.
return on investment (ROI): A measurement of the expected benefit of an investment calculated as the net profit of an investment divided by the net worth of the assets invested.
service capacity management (SCM): The sub-process of capacity management responsible for understanding the performance and capacity of IT services.
service improvement plan (SIP): A formal plan to implement improvements to a process or IT service.
service level agreement (SLA): An agreement between an IT service provider and a customer which describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.
service level requirement (SLR): A customer requirement for an aspect of an IT service. Service level requirements are based on business objectives and used to negotiate agreed service level targets.
service level target: A commitment that is documented in a service level agreement. Service level targets are based on service level requirements, and are needed to ensure that the IT service is able to meet business objectives.
service metrics: metrics that are the results of the end to end service – component/technology metrics are

used to produce the service metrics

service reporting: Activities that produce and deliver reports of achievement and trends against service levels.
serviceability: The ability of a third-party supplier to meet the terms of its contract, including agreed levels of reliability, maintainability and availability for a configuration item.
seven-step improvement process: The process responsible for defining and managing the steps needed to identify, define, gather, process, analyse, present and implement improvements.
simulation modelling: A technique that creates a detailed model to predict the behaviour of an IT service or other configuration item.
SLAM chart: A service level agreement monitoring chart is used to help monitor and report achievements against service level targets.
SMART: An acronym for helping to remember that targets in service level agreements and project plans should be specific, measurable, achievable, relevant and time-bound.
snapshot: The current state of a configuration item, process or any other set of data recorded at a specific point in time.
SWOT analysis: A technique that reviews and analyses the internal strengths and weaknesses of an organization and the external opportunities and threats that it faces.
technical observation (TO): A technique used in service improvement, problem investigation and availability management.
technology metrics: these metrics are often associated with component and application based metrics such

as performance and availability

tension metrics: A set of related metrics, in which improvements to one metric have a negative effect on another.
total quality management (TQM): A methodology for managing continual improvement by using a quality management system.
trend analysis: Analysis of data to identify time-related patterns.
value on investment (VOI): A measurement of the expected benefit of an investment.

Review Questions

Enable JavaScript to hide answers.

Click on a question to see the answer.

Continual service improvement ensures that _____. The performance of the IT service provider is continually measured and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness. Continual service improvement includes the seven-step improvement process.

Continual service improvement ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes. The performance of the IT service provider is continually measured and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness. Continual service improvement includes the seven-step improvement process.
The continual service improvement approach is based on _____ leading to _____ and _____, followed by _____, verified by _____.

The continual service improvement approach is based on the business vision, mission, goals, and objectives leading to baseline assessments and measurable targets, followed by service and process improvement, verified by measurements and metrics.
A critical success factor (CSF) is _____. A key performance indicator (KPI) is _____. Key performance indicators are used to measure the achievement of each critical success factor.

A critical success factor (CSF) is something that must happen if an IT service, process, plan, project or other activity is to succeed. A key performance indicator (KPI) is a metric that is used to help manage an IT service, process, plan, project or other activity. Key performance indicators are used to measure the achievement of each critical success factor.
Baselines are _____. Many snapshots may be taken and recorded over time but only some will be used as baselines. Baselines types include _____.

Baselines are snapshots used as a reference point. Many snapshots may be taken and recorded over time but only some will be used as baselines. Baselines types include ITSM, performance, and configuration baselines.
A metric is _____. Metrics may be _____ or _____, and types of metrics include _____.

A metric is something that is measured and reported to help manage a process, IT service or activity. Metrics may be internal or external, and types of metrics include technology metrics, process metrics, and service metrics.
The seven-step improvement process is the process responsible for defining and managing the steps needed to _____, _____, _____, _____, _____, _____ and _____ improvements. The performance of the IT service provider is continually measured by this process and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness. Opportunities for improvement are recorded and managed in the CSI register.

The seven-step improvement process is the process responsible for defining and managing the steps needed to identify, define, gather, process, analyse, present and implement improvements. The performance of the IT service provider is continually measured by this process and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness. Opportunities for improvement are recorded and managed in the CSI register.
A CSI register is _____.

A CSI register is a database or structured document used to record and manage improvement opportunities throughout their lifecycle.
The Deming Cycle (_____,_____,_____,_____) is a four- stage cycle for process management which includes: _____; _____; _____; _____.

The Deming Cycle (plan, do, check, act) is a four- stage cycle for process management which includes: Plan – design or revise processes that support the IT services; Do – implement the plan and manage the processes; Check – measure the processes and IT services, compare with objectives and produce reports; Act – plan and implement changes to improve the processes.

Assessments

References

↑ ITIL Translated Glossaries
↑ ITIL Foundation Syllabus
↑ ITIL Translated Glossaries
↑ Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Foundation Syllabus
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries

IT Service Management

Lesson 7 - Additional Topics

Additional topics related to ITSM include functions, roles, and technology and architecture.

Objectives and Skills

Objectives and skills of additional topics for ITIL Foundation certification include:^[1]

Explain the role, objectives and organizational structures for the service desk function
State the role and objectives of:
- The technical management function
- The application management function with application development
- The IT operations management function
Account for the role and the responsibilities of the
- Process owner
- Process manager
- Process practitioner
- Service owner
Recognize the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure
Understand how service automation assists with expediting service management processes

Readings

Multimedia

Activities

Explain the role, objectives and organizational structures for the service desk function.
State the role and objectives for one or more of the following, including examples:
- The technical management function
- The application management function with application development
- The IT operations management function
Describe for the role and the responsibilities of the following, with examples:
- Process owner
- Process manager
- Process practitioner
- Service owner
Explain the responsible, accountable, consulted, informed (RACI) responsibility model and explain its role in determining organizational structure. Include examples of each part of the model.
Describe how service automation assists with expediting service management processes. Include examples from your organization, your school, or a service desk you've contacted recently.
Case Project - Continue the hypothetical organization and service desk design your team documented in the previous lesson. Add the following information to the Functions and Responsibilities section.
- Describe the technical management, application management, and operations management functions with respect to the new or changed services.
- Describe the role and responsibilities for the process owner, the process manager, the process practitioner, and the service owner.
- Describe how the team will determine and assign these roles and responsibilities.
- Describe any automation that would be used to implement the new or changed services and how it would impact capacity, measurement, optimization, and knowledge capture.
Use the Discuss page to post comments and questions regarding this lesson.
Review the lesson summary, key terms, review questions and assessments below.

Lesson Summary

The service desk serves as the single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users.^[2]
The technical management function is responsible for providing technical skills in support of IT services and management of the IT infrastructure. Technical management defines the roles of support groups, as well as the tools, processes and procedures required.^[3]
The application management function is responsible for managing applications throughout their lifecycle.^[4]
The IT operations management function performs the daily activities needed to manage IT services and the supporting IT infrastructure. IT operations management includes IT operations control and facilities management.^[5]
The process owner is the person who is held accountable for ensuring that a process is fit for purpose. The process owner’s responsibilities include sponsorship, design, change management and continual improvement of the process and its metrics. This role can be assigned to the same person who carries out the process manager role, but the two roles may be separate in larger organizations.^[6]
The process manager is responsible for the operational management of a process. The process manager’s responsibilities include planning and coordination of all activities required to carry out, monitor and report on the process. There may be several process managers for one process – for example, regional change managers or IT service continuity managers for each data centre. The process manager role is often assigned to the person who carries out the process owner role, but the two roles may be separate in larger organizations.^[7]
The process practitioner performs the activities required to carry out, monitor, and report on the process.^[8]
The service owner is responsible for managing one or more services throughout their entire lifecycle. Service owners are instrumental in the development of service strategy and are responsible for the content of the service portfolio.^[9]
RACI is a model used to help define roles and responsibilities. RACI stands for responsible, accountable, consulted and informed.^[10]
Service automation assists with expediting service management processes through capacity management, measurement automation, optimization, and knowledge capture.^[11]

Key Terms

application management: The function responsible for managing applications throughout their lifecycle.
function: A team or group of people and the tools or other resources they use to carry out one or more processes or activities.
IT operations management: The function within an IT service provider that performs the daily activities needed to manage IT services and the supporting IT infrastructure, including operations control and facilities management.
process manager: A role responsible for the operational management of a process.
process owner: The person who is held accountable for ensuring that a process is fit for purpose.
RACI: A model used to help define roles and responsibilities, which stands for responsible, accountable, consulted and informed.
role: A set of responsibilities, activities and authorities assigned to a person or team.
service desk: The single point of contact between the service provider and the users.
service management: A set of specialized organizational capabilities for providing value to customers in the form of services.
service owner: A role responsible for managing one or more services throughout their entire lifecycle.
technical management: The function responsible for providing technical skills in support of IT services and management of the IT infrastructure.

Review Questions

Enable JavaScript to hide answers.

Click on a question to see the answer.

The service desk serves as _____. A typical service desk manages _____.

The service desk serves as the single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users.
The technical management function is responsible for _____. Technical management defines the roles of _____, as well as _____.

The technical management function is responsible for providing technical skills in support of IT services and management of the IT infrastructure. Technical management defines the roles of support groups, as well as the tools, processes and procedures required.
The application management function is responsible for _____.

The application management function is responsible for managing applications throughout their lifecycle.
The IT operations management function performs _____. IT operations management includes _____ and _____.

The IT operations management function performs the daily activities needed to manage IT services and the supporting IT infrastructure. IT operations management includes IT operations control and facilities management.
The process owner is _____. The process owner’s responsibilities include _____. This role can be assigned to the same person who carries out the process manager role, but the two roles may be separate in larger organizations.

The process owner is the person who is held accountable for ensuring that a process is fit for purpose. The process owner’s responsibilities include sponsorship, design, change management and continual improvement of the process and its metrics. This role can be assigned to the same person who carries out the process manager role, but the two roles may be separate in larger organizations.
The process manager is _____. The process manager’s responsibilities include _____. There may be several process managers for one process – for example, regional change managers or IT service continuity managers for each data center. The process manager role is often assigned to the person who carries out the process owner role, but the two roles may be separate in larger organizations.

The process manager is responsible for the operational management of a process. The process manager’s responsibilities include planning and coordination of all activities required to carry out, monitor and report on the process. There may be several process managers for one process – for example, regional change managers or IT service continuity managers for each data center. The process manager role is often assigned to the person who carries out the process owner role, but the two roles may be separate in larger organizations.
The process practitioner _____.

The process practitioner performs the activities required to carry out, monitor, and report on the process.
The service owner is _____. Service owners are _____.

The service owner is responsible for managing one or more services throughout their entire lifecycle. Service owners are instrumental in the development of service strategy and are responsible for the content of the service portfolio.
RACI is _____. RACI stands for _____.

RACI is a model used to help define roles and responsibilities. RACI stands for responsible, accountable, consulted and informed.
Service automation assists with _____.

Service automation assists with expediting service management processes through capacity management, measurement automation, optimization, and knowledge capture.

Assessments

Flashcards: Quizlet: IT Service Management - Additional Topcis
Quiz: Quizlet: IT Service Management - Additional Topics

References

↑ ITIL Foundation Syllabus
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ ITIL Translated Glossaries
↑ Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757
↑ ITIL Translated Glossaries

IT Service Management

[1] Wikipedia: IT service management

[2] ITIL Translated Glossaries

[3] ITIL Foundation Syllabus

[4] ITIL Translated Glossaries

[5] APMG Study: Introduction to the ITIL Service Management Framework

[6] APMG Study: Introduction to the ITIL Service Management Framework

[7] ITIL Translated Glossaries

[8] ITIL Translated Glossaries

[9] ITIL Translated Glossaries

[10] ITIL Translated Glossaries

[11] ITIL Translated Glossaries

[12] ITIL Translated Glossaries

[13] ITIL Translated Glossaries

[14] ITIL Translated Glossaries

[15] ITIL Translated Glossaries

[16] ITIL Translated Glossaries

[17] APMG Study: Introduction to the ITIL Service Management Framework

[18] APMG Study: Introduction to the ITIL Service Management Framework

[19] APMG Study: Introduction to the ITIL Service Management Framework

[20] ITIL Translated Glossaries

[21] ITIL Translated Glossaries

[22] ITIL Translated Glossaries

[23] ITIL Translated Glossaries

[24] ITIL Translated Glossaries

[25] ITIL Translated Glossaries

[26] ITIL Translated Glossaries

[27] ITIL Foundation Syllabus

[28] ITIL Translated Glossaries

[29] ITIL Translated Glossaries

[30] ITIL Translated Glossaries

[31] ITIL Translated Glossaries

[32] ITIL Translated Glossaries

[33] ITIL Translated Glossaries

[34] ITIL Translated Glossaries

[35] ITIL Translated Glossaries

[36] ITIL Translated Glossaries

[37] ITIL Translated Glossaries

[38] ITIL Translated Glossaries

[39] ITIL Translated Glossaries

[40] ITIL Translated Glossaries

[41] ITIL Translated Glossaries

[42] ITIL Translated Glossaries

[43] ITIL Translated Glossaries

[44] ITIL Translated Glossaries

[45] ITIL Translated Glossaries

[46] ITIL Translated Glossaries

[47] ITIL Translated Glossaries

[48] ITIL Translated Glossaries

[49] ITIL Foundation Syllabus

[50] ITIL Translated Glossaries

[51] Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757

[52] ITIL Translated Glossaries

[53] ITIL Translated Glossaries

[54] ITIL Translated Glossaries

[55] ITIL Translated Glossaries

[56] ITIL Foundation Syllabus

[57] ITIL Translated Glossaries

[58] ITIL Translated Glossaries

[59] Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757

[60] ITIL Translated Glossaries

[61] ITIL Translated Glossaries

[62] Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757

[63] ITIL Translated Glossaries

[64] ITIL Translated Glossaries

[65] ITIL Translated Glossaries

[66] ITIL Translated Glossaries

[67] ITIL Translated Glossaries

[68] ITIL Translated Glossaries

[69] ITIL Translated Glossaries

[70] ITIL Translated Glossaries

[71] ITIL Translated Glossaries

[72] ITIL Translated Glossaries

[73] ITIL Translated Glossaries

[74] ITIL Translated Glossaries

[75] ITIL Translated Glossaries

[76] Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757

[77] ITIL Translated Glossaries

[78] ITIL Translated Glossaries

[79] ITIL Translated Glossaries

[80] ITIL Translated Glossaries

[81] ITIL Translated Glossaries

[82] ITIL Translated Glossaries

[83] ITIL Translated Glossaries

[84] ITIL Translated Glossaries

[85] ITIL Translated Glossaries

[86] ITIL Translated Glossaries

[87] ITIL Translated Glossaries

[88] ITIL Translated Glossaries

[89] ITIL Translated Glossaries

[90] ITIL Translated Glossaries

[91] ITIL Translated Glossaries

[92] ITIL Translated Glossaries

[93] ITIL Foundation Syllabus

[94] ITIL Translated Glossaries

[95] ITIL Translated Glossaries

[96] Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757

[97] ITIL Translated Glossaries

[98] ITIL Translated Glossaries

[99] ITIL Translated Glossaries

[100] ITIL Translated Glossaries

[101] Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757

[102] ITIL Translated Glossaries

[103] ITIL Translated Glossaries

[104] ITIL Translated Glossaries

[105] ITIL Translated Glossaries

[106] ITIL Translated Glossaries

[107] ITIL Translated Glossaries

[108] ITIL Translated Glossaries

[109] ITIL Translated Glossaries

[110] ITIL Translated Glossaries

[111] ITIL Translated Glossaries

[112] Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757

[113] ITIL Translated Glossaries

[114] ITIL Translated Glossaries

[115] ITIL Foundation Syllabus

[116] ITIL Translated Glossaries

[117] ITIL Translated Glossaries

[118] ITIL Translated Glossaries

[119] ITIL Translated Glossaries

[120] ITIL Translated Glossaries

[121] ITIL Translated Glossaries

[122] ITIL Translated Glossaries

[123] ITIL Translated Glossaries

[124] ITIL Translated Glossaries

[125] ITIL Translated Glossaries

[126] ITIL Translated Glossaries

[127] ITIL Translated Glossaries

[128] ITIL Translated Glossaries

[129] ITIL Translated Glossaries

[130] ITIL Translated Glossaries

[131] ITIL Translated Glossaries

[132] ITIL Translated Glossaries

[133] ITIL Translated Glossaries

[134] ITIL Foundation Syllabus

[135] ITIL Translated Glossaries

[136] Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757

[137] ITIL Translated Glossaries

[138] ITIL Translated Glossaries

[139] ITIL Translated Glossaries

[140] ITIL Foundation Syllabus

[141] ITIL Translated Glossaries

[142] ITIL Translated Glossaries

[143] ITIL Translated Glossaries

[144] ITIL Translated Glossaries

[145] ITIL Foundation Syllabus

[146] ITIL Translated Glossaries

[147] ITIL Translated Glossaries

[148] ITIL Translated Glossaries

[149] ITIL Translated Glossaries

[150] ITIL Translated Glossaries

[151] ITIL Translated Glossaries

[152] ITIL Translated Glossaries

[153] ITIL Translated Glossaries

[154] ITIL Translated Glossaries

[155] Gallacher, Liz and Morris, Helen. (2012). ITIL Foundation Exam Study Guide. Sybex. ISBN 9781119942757

[156] ITIL Translated Glossaries

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