Itil V3 - 2

Knowledge Management
Objectives
Service Transition- Processes Service Asset and Release and

Configuration Management Change Management Deployment Management
Basic Concepts
The CMDB is a set of one or more connected databases and information sources that provide a logical model of the IT infrastructure. It captures Configuration Items (CIs) and the relationships that exist between them.
The Definitive Media Library (DML) is defined as one or more locations in which the definitive and approved versions of all software CIs are securely stores.
Objectives
Basic Concepts
Change Configuration Deployment Management Management Management The objective of Change Management process is to ensure that changes are recorded and then: Evaluated Authorized Prioritize Planned Tested Implemented Documented And reviewed in controlled manner.
Service TransitionProcesses Service Asset and Release and
To ensure that standardized methods and procedures are used for controlled, efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization. Change Management acts as the greatest contributor to the CMDB, as Changes to CMDB must be assessed and authorized by Change Management first.
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Objectives

Configuration Management Change Management Deployment Management The CM process should be designed and planned in conjunction with Release and Deployment and Service Asset Configuration Management (SACM) process. This helps service provider evaluate the impact of change on current and planned services and release.
Basic Concepts
Request for Change (RFC):It is a formal communication seeking an alteration to one or more configuration items.
Change Models : Defines how various categories of changes are assessed & authorized, with different mechanisms and activities used to process and deliver changes based on the change type. Service Change: A service change is a change to an existing service or the introduction of the new service.
Objectives

Configuration Management Change Management Deployment Management Changes are categorized into: Normal Change A change that follows all of the steps of the change process. It is assessed by either a Change Manager or Change Advisory Board.
Basic Concepts
Standard Change
Emergency Change
A change that must be introduced as soon as possible e.g. to resolve a major incident or implement a security patch. The change management process will normally have a specific procedure for handling Emergency Changes.
A pre-approved Change that is low risk, relatively common and follows a procedure or work instruction
Objectives

Configuration Management Change Management Deployment Management The 7Rs of Change Management:
Basic Concepts
When assessing Changes, it is important to have answers to the following seven questions:
Who RAISED the change? What is the REASON for the change? What is the RETURN required from the change? What are the RISKS involved in the change? What RESOURCES are required to deliver the change? Who is RESPONSIBLE for the build, test and implementation of the change? What is the RELATIONSHIP between this change and other changes?
Objectives

Configuration Management Change Management Deployment Management The scope of CM process covers changes to baseline Services Assets and CIs across the entire Service Life cycle.
Basic Concepts Scope
Managed IT services Manage the Business Manage the suppliers business Service portfolio Manage external services
Process Activities Roles
Manage Business processes
Manage Business Operations

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Service Operation
External operations
Objectives

Basic Concepts Scope Process Activities Roles
The CM process activities include: Planning and controlling changes. Change and release scheduling. Communication. Change decision making and change authorization. Ensuring there are remediation plans. Measurement and control. Management reporting. Understanding the impact of change. Continual improvement.
Objectives

Configuration Management Create RFC Change Management Deployment Management
Record the RFC

Update Change and Configuration Information in CMS
Initiator Requested Ready for evaluation Ready for change
Review RFC
Change Management
Asses and Evaluate change
Authorize change proposal
Authorize change
Change Authority
Change Management Authorize Scheduled Implemented
Plan updates
Coordinate change implementation

Evaluation Report
Change Management
Review and close change record
Objectives

Configuration Management Change Management Deployment Management CM should briefly consider each request and filter out any that seem to be: Totally impractical . Repeats of earlier RFCs that have been accepted, reject and still under consideration Incomplete submission
Request
Filter
The change should be assigned a category and priority. Priority is made up of impact and urgency.
Objectives

Configuration Management Change Management Deployment Management Formal authorization is obtained for each change from a change authority that may be a role, person or a group of people. The level of authority varies according to the role.
Communications decision and actions
Communications escalations for RFC, risks and issues
Level 1
Change Authority Business Executive Board IT management board CAB or Emergency CAB Local authorization
Example of configuration level impacted

High cost/risk Change requires decision from executive Change impacts multiple services or organizational divisions Change that impacts only a local or service group
Level2
Level 3
Level 4
Standard Change
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Objectives

Post Implementation Review: To confirm that the changes has met its objectives. That the initiator and stakeholders are satisfied with the results. That there have been no unexpected sideeffects.
Authorized Changes: Basic Concepts Scope Process Activities Roles Should be passed to the appropriate technical group. CM is responsible for ensuring that changes are implemented as scheduled. Should include back out and recovery procedures (along with documented authorities to invoke) for each authorize change, so that if error occurs during or after implementation, these procedures can be quickly activated with minimum impact on service quality.
Change is reviewed: On completion of change, results should be reported for evaluation. For major changes, there will be more customers and shareholders. To include any Incidents arising as a result of the change.
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Objectives

Configuration Management
Change Requester
Change Management
Deployment Management
Change Advisory Board
Change Implementer
Basic Concepts Scope Process Activities
Roles
Obtains the initial information and prepares the request for change (RFC) within the Service Management Tool Obtain business justification and sponsorship for a change Participates in assessing the change implementation
Implements the change within the approved scheduled timeframe Assists the Change Owner (or requester) with developing/confirming the implementation activities, test plan, back-out plan as and when required Performs implementation tests (if required) Assists with assessing the implementation
Assist with validating and confirming the risk and impact Assist the Change Manager in reviewing and resolving any change issues Approve and authorize normal changes
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Objectives

Configuration Management
Change Manager
Change Management
Deployment Management
Emergency CAB
Basic Concepts Scope Process Activities
Roles
Confirm policy compliance & approve RFCs Notify the change requester if incomplete and/or compliance guidelines are not met Chair the Change Advisory Board (CAB) Create and distribute the CAB meeting agenda to attendees prior to CAB meetings Ensure only approved changes are implemented Publish the Change Schedule Review reports and metrics
Required in case of Emergency changes Same responsibilities as CAB Performs implementation tests (if required) Approves & authorizes Emergency changes
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Objectives

Configuration Management Change Management Deployment Management To deploy new releases into production, transition support to service operation, and enable its effective use in order to deliver value to the customer. To ensure that there are clear and comprehensive release and deployment plans that enables the customers and business change projects to align there activities with the plans. To ensure that a release package can be built, installed, tested and deployed efficiently to a deployment group or a target environment successfully and on schedule.
Basic Concepts
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Objectives

Configuration Management Change Management Deployment Management A Release Unit describes the portion of a service of IT infrastructure that is normally released together according to the organizations release policy. The unit may vary depending on type(s) or item(s) of service asset or service component such as hardware or software.
IT Service A
Basic Concepts
A1
A2
A3
A1.1
A1.2
A1.2.1
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Objectives

Configuration Management Change Management Deployment Management A Release Package may be a single release unit or a structured set of release units, including the associated user or support documentation that is required.
User Documentation Application Release Unit IT Service A9 V1.0 Web Client Database Change Central Server Software SSA Unit1 Customer Service A Support Service A(SSA) SSA Unit2 Support Service B(SSB)
Basic Concepts
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Objectives

Configuration Management Change Management Deployment Management Options for the deployment of Releases: BIG BANG APPROACH:
The new or changed service is deployed to all user areas in one operation. This will often be used when introducing an application change and consistency of service across the organization is considered important. The negative aspect of the Big Bang approach is that it increases the risk and impact of a failed Release.
Basic Concepts
versus
PHASED APPROACH:
The service is deployed to a part of the user base initially, and then this operation is repeated for subsequent parts of the user base via a scheduled rollout plan.
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Objectives

Configuration Management Change Management Deployment Management Options for the deployment of Releases: PUSH APPROACH:
Is used where the service component is deployed from the centre and pushed out to the target locations.
Basic Concepts
versus
PULL APPROACH:
Used for software releases where the software is made available in a central location but users are free to pull the software down to their own location at a time of their choosing or when a workstation restarts.
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Objectives

Configuration Management Change Management Deployment Management Options for the deployment of Releases: AUTOMATED APPROACH:
The use of technology to automate Releases. This helps to ensure repeatability and consistency. The time required to provide a well designed and efficient automated mechanism may not always be available or viable.
Basic Concepts
versus
MANUAL APPROACH:
Using manual activities to distribute a Release. It is important to monitor and measure the impact of many repeated manual activities as they are likely to be inefficient and error prone.
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SERVICE OPERATION
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THE SERVICE LIFECYCLE

Service Strategy
IT Budget Patterns of Business Activity Service Portfolio Information Service Design Package
Service Operation
Service Operation Functions IT Operation Management
Service Design
Service Catalogue SLAs. OLAs, UCs Availability Metrics Capacity Plan Information Security Measures
Technical Management
Service Desk Application Management Incident Management Request Fulfillment Event Management
Service Operation Process
Service Transition
SKMS Successful Change Release Packages Infrastructure Changes
Continual Service Improvement
Service Improvement Plans
Problem Management
Access Management
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Introduction
Service Operation:
Provide guidance on achieving effective and efficient delivery and support of the services. Ensures value for customers and service providers. Realizes strategic objectives through service operations, making it critical capabilities. Maintains the status quo, adapting to the changing business and technological environments
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Purpose of Service Operation

The main purpose of Service Operation is to co-ordinate and perform the activities and processes necessary to: Deliver services at agreed levels to business users and customers in order to manage the services. Continuously manage the technology used to deliver and support the services.
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Service Operation- Processes and Functions

Processes
Incident Management Event Management Problem Management Request Fulfillment Access Management
Functions
Service Desk Technical Management IT Operations Management Application Management
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Service OperationEvent Request Processes Problem Incident Management

Management Fulfillment
Objectives
Management
Access Management
Restore normal service operation as quickly as possible
Minimize the adverse impact on business operations
Ensure that the best possible levels of service quality and availability are maintained. Normal service operation is defined here as service operation within SLA limits.
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Objectives
Management
Access Management
Impact is a measure of the effect of an

Incident, Problem, or a Change on a business process.
Urgency is a measure of how long it will be

until an Incident, a Problem or a Change has a significant impact on the business.
Urgency
Priority is a category used to identify a relative

Low 3 4 5
Priority
High
Impact
Med 2 3 4
High Med Low
1 2 3
importance of an Incident, a Problem, or a Change. Priority is used to identified the required for actions to be taken.
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Objectives
Management
Access Management
An Incident is an unplanned interruption to or a reduction in the quality of an IT service. Anything that could effect the IT service in the future also categorized as an Incident. Escalation is an activity that obtain additional resources, when needed, to meet services level targets or customer expectation. Escalation are of two types: Functional Escalation: Based on knowledge or expertise, also known as Horizontal Escalation. Hierarchal Escalation: For corrective actions by authorized line management, also known as Vertical Escalation. When resolution of an incident will not be in time or satisfactory
Hierarchal
Functional
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Objectives
Management
Access Management
Incident Management includes any event which disrupts, or which could disrupt, a service. This includes events which are communicated directly by users, either through the Service Desk or through an interface from Event Management to Incident Management tools. Both Incidents and Service Requests are reported to the Service Desk, this does not mean that they are the same. Service requests are dealt with by the Request Fulfillment process.
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Incident Management- Process Activities

From Event Management From Web Interface User Phone Call Email Technical Staff Incident Identification Incident Logging Incident Categorization Service Request No Incident Prioritization Major Incident Procedure Yes Major Incident No Initial Diagnosis Hierarchic Escalation Needed? Functional Escalation Needed? Investigation & Diagnosis Resolution & Recovery 29 Incident Closure End Yes Functional Escalation 2/3 Level Yes To Request Fulfillment
Management Escalation

Objectives Service Desk Analyst Basic Concepts Scope Process Activities Roles Incident registration, initial support and classification Routing incidents to support groups when incidents are not resolved at the Service Desk Ownership of incidents, monitoring of open tickets, escalation, tracking and communication Shift Lead(s) Overall responsible for the activities of the IM team during his/her shift Provide reports and management information Handle any complaints and track the progress of all tickets during his/her shift to ensure that it is resolved within the agreed SLA
Management
Access Management
Resolution Owner (Support Staff) Resolve incidents assigned to them or their queues Verify and validate incident details, including the configuration items affected and perform incident investigation and diagnosis Detection of possible problems and creation of problem records for qualification by the assigned Problem Manager Resolution and recovery of assigned incidents
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Objectives
Management
Access Management
Incident Process Owner/Manager

Defining the Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process Reviewing KPIs and taking any actions that may be required following the analysis Improving the effectiveness and efficiency of the process Ensuring all relevant staff have the required training on the process and are aware of their role
Major Incident Manager

Accountable for the resolution of all P1 incidents Ensure that P1s are being worked on by the appropriate resolver teams and/or service partner(s) Keep the Service Desk updated with the current status of the P1 incident resolution process. Monitor the progress of the resolution activities and keep the Incident Manager updated at the specified update frequency Facilitate the incident post review meeting & document key learning's and process improvement opportunities
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Objectives
Management
Access Management
To provide the capability to detect events, make sense of them and determine if the appropriate control action has been provided. If these events are programmed to communicate operational information as well, they can be use as a basis for automating routine Operation Management activities as part of operational monitoring and control.
Basic Concepts
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Objectives
Management
Access Management
An Event can be defined as a change of state that has significance for Management of Configuration Item (including IT Services). This can be detected by technical staff or be automated alerts or notifications created by CI monitoring tools.
Basic Concepts
An Alert is a warning that a threshold has been reached, a changed has occurred, or a failure has occurred.
Alerts are mainly created and managed by System Management tools and Event Management process.
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Objectives
Management
Access Management
Basic Concepts
EM assist in identifying what constitutes normal versus unusual operations versus an exception, oftentimes generating Event Notifications. There are many different types of events, for example:
Events that signify regular operation (e.g. A scheduled backup occurred successfully) Events that signify an exception (e.g. A scheduled backup failed) Events that signify unusual but not exceptional operation. These are an indication that the situation may require closer monitoring (e.g. No backup initiated within last 72 hours)
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Objectives
Management
Access Management
The main objective of the Request Fulfillment process is deal with the service requests from users. Providing information to users and customers about the availability of services and the procedure for obtaining them Assisting with general information, complaints and comments.
Basic Concepts
Sourcing and delivering the components of requested standard services.

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Providing a channel for users to request and receive standard services.

Objectives
Management
Access Management
Service Request is a request normally generated by user asking for information,

advice, or a standard change.
Basic Concepts
Usually, a service request is handled by a Service Desk and does not require Request for Change.
Some examples are reset of password or to provide standard IT services for new user.
Request models are defined to deal with service requests that occurs frequently and required consistent handling to meet agreed service levels.
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Objectives
Management
Access Management
To prevent problems and resulting incidents from happening.
Basic Concepts
To eliminate recurring incidents.
To minimize the impact of incidents that cannot be prevented.
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Objectives
Management
Access Management
Problem: Unknown underlying cause of one or more Incidents Known Error: Known underlying cause. Successful diagnosis of the root
cause of a Problem, and workaround or permanent solution has been identified
Basic Concepts
KEDB: Known Error Database, where Known Errors and their documented
workarounds are maintained. This database is owned by Problem Management.
Workaround: The pre-defined and documented technique in which to

restore functionality to the user with the required functionality. A workaround is NOT a permanent (structural) solution, and only addresses the symptoms of errors. These workarounds are stored in the KEDB (or Service Knowledge Management System).
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Problem Management- Process Activities

Service Desk Event Management Incident Management Proactive Problem Management Suppliers/Contractor Problem Detection Problem Logging Categorization Prioritization Investigation & Diagnosis Workaround? Major Problem Review Change Management Yes 39 Major Problem? No Create Known Error Record Known Error Database CMS
Yes
Change Needed? No Resolution Closure End

Problem Manager Objectives Driving the efficiency and effectiveness of the Problem Management process Monitoring the effectiveness of Problem Management and making recommendations for improvement Ensuring post-review of Major problems Ownership and protection of the KEDB Problem Owner Oversees all the activities related to the assigned problem. Responsible for overall handling of a specific problem. Brings in appropriate analysts/specialis ts as needed. Ensures that the problem management process for a specific problem is appropriately followed. Problem Coordinator Identify & qualify problem Ticket Ensures that the information in Problem Investigation & Known Error are accurate & complete Review and manage the lifecycle of Problem Management Process
Management
Access Management
Problem Investigation Team Problem Investigation Team comprises of experts on specified functional domains for a specific problem investigation & resolution. Investigate & resolve problems using a structured approach.
Basic Concepts
Roles
40

Objectives
Management
Access Management
Access Management is the process of granting authorized users the right to use a service, while preventing access to non-authorized users.
Basic Concepts
Granting authorized users the access to their Required services Ensure that the access provided is of Right level
Access management derives guidance from Information Security Management
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Objectives
Management
Access Management
Access: Level & Extent of functionality that users can enjoy. Identity: Unique Information about the user which confirms his status within
the organization.
Basic Concepts
Rights: Actual settings which ensure that users get the required access. Service & Service Groups: Set of services to which users can get the access
in one go.
Directory Services: A specific type of tool to help manage the Access or

Rights.
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Service Desk
Objectives
Organizational Structure
Service OperationFunctions Application Technical IT Operations

Management Management Management
To support the agreed IT service provision by ensuring the accessibility and availability of the IT organization and by performing various supporting activities.
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Service Desk
Objectives

Management USER USER Management USER Management USER
Local Service Desk
Application Management
IT Operations Management
3rd Party Support
Request Fulfillment
The Service Desk is co-located within or physically close to user premises.

44
Service Desk
Objectives

Centralized Service Desk
A centralized Service Desk serves multiple user groups from different physical locations.
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Service Desk

Objectives
Virtual Service Desk
A Service Desk that has no physical structure, but instead relies on technology to coordinate call resolution across disparate Service Desk staff and to provide a centralized Knowledgebase. 46
Service Desk

Objectives
Follow the Sun Model
Utilizing multiple Service Desks across different time-zones in order to provide 24x7 availability of the Service Desk. Typically there will still be a centrally managed Knowledgebase to enhance the quality of support delivered.
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Service Desk
Role

Management Provides the detailed technical skills and resources needed to support the ongoing operation of the IT infrastructure. Plays an important role in design, testing, release and improvement of IT services. the Technical Management (TM) departments are also responsible for the daily operation of a subset of the IT Infrastructure. Management Management
Objectives
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Service Desk
Role

Management Management Management To help plan, implement and maintain a stable technical infrastructure to support the organizations business processes through:
Objectives
Well designed and highly resilient, cost effective topology.
The use of adequate technical skills to maintain the technical infrastructure in optimum condition. Swift use of technical skills to speedily diagnose and resolve any technical failures that do occur.
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Service Desk
Role

Management Management Management Is responsible for daily operational activities needed to manage IT infrastructure.
Objectives
Is performed according to the performance standards define during the Service Design. Consists of two sub functions that are unique and generally formal organizational structure: IT Operations Control Facilities Management
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Service Desk
Role

Management IT Operations Control
Generally staffed by shifts of operators and ensures that routine operational tasks are carried out. Also provides centralized monitoring and control activities, usually using an Operations Bridge or Network Operations Centre. Event Management is a process carried out by IT Operations Control.
Management
Management
Facilities Management
Management of the physical IT environment, usually data centers or computer rooms. In some organizations many physical components have been outsourced and Facilities Management may include the management of the outsourcing contracts.
Objectives
51
Service Desk
Role

Management Management Management The objectives of IT Operations Management includes: The maintenance of status quo to achieve the stability of organizations dayto-day processes and activities.
Objectives
Regular scrutiny and improvements to achieve improved service at reduce costs while maintaining stability.
Applications of operational skills to quickly diagnose or resolve any IT operations failures that occurs.
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Service Desk
Role

Management Management Management The Application Management processes the necessary technical know-how for controlling and monitoring the applications. Application Management also supplies the necessary resources for supporting the ITSM lifecycle. Supports and maintains operational applications. Plays an important role in design, testing and improvement of applications that form part of IT Services.
Objectives
53
Service Desk
Role

Management Management Management The objectives of Application Management are to: Support the organizations business processes by helping to identify functional and manageability requirements for application software.
Objectives
Assisting in the decision whether to build or buy an application.
Assist in the design and deployment of those applications and provide ongoing support and improvement of those applications;
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CONTINUAL SERVICE IMPROVEMENT
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THE SERVICE LIFECYCLE

Service Strategy
IT Budget Patterns of Business Activity Service Portfolio Information
Service Operation
Service Operation Functions IT Operation Management
Service Design
Service Transition
Service Design Package Service Catalogue SLA. OLA, UCs Availability, Capacity Information Security Service Knowledge Management System Successful Change Testing & Validation Results
Service Desk Application Management Incident Management Request Fulfillment Event Management
Service Operation Process
CMDB Service & Process Improvement
Problem Management
Access Management
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Continual Service Improvement in Service Lifecycle

The success of CSI depends on how to identifying and using improvement opportunities throughout the entire Lifecycle.
57

The Purpose
Review, and make recommendations on improvements To align analyze IT Services with changing business needs. opportunities in each Lifecycle phase.
The Objectives The Measure
Identify and implement improvements to the IT Services Review and analyze Service Level achievements. that supports business process.
Improve: IT service quality The efficiency and effectiveness of enabling ITSM processes. The cost-effectiveness of delivering IT services. Binds all the other elements of the Service Lifecycle together and ensures that both the services and the capabilities for providing them continually improves and matures.
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The Purpose
Objectives
You cannot measure what you cannot control.

You cannot control what you cannot measure. You cannot measure what you cannot define.
The Measure
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Continual Service Improvement-The Deming Cycle
The Deming Cycle

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Continual Service Improvement-The Deming Cycle

Continual Service Improvement Inputs Management Responsibilities CSI Outputs
Business Requirements Request for New Services Service and Process Management
Modify CSI Implement CSI
Business Results Customer Satisfaction

Monitor, Measure and Review CSI
Effective and Efficient Process
External Requirements
Security Requirements
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New and changed services

Improved Employee Morale
Continual Service Improvement Model

What is the Vision? Where are we now? How do we keep the momentum going? Where do we want to be? How do we get there? Business, Vision, Mission , Goals and objectives. Baseline Assessment
Measureable Target
Service and Process Improvement
Did we get there?
Measurement and Metrics
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Continual Service Improvement Model Balanced Metrics & Business Value Baselines
Scorecard
Role of Measurement Reason to Measure
Measurements
These four factors monitor and measure business value
Target and Metrics Strategic Vision Organizations Management Framework

IT Performance
Changes and Corrective Actions
Factual Evidence
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Scorecard
Role of Measurement Reason to Measure
Measurements
Why do we need to measure?
Validate
Direct
Justify Intervene
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Scorecard
Measurements
Establish baseline as makers or starting points For later comparison As initial data points to determine if service needs to be improved.
Baseline: Needs to be documented Have to be at: Strategic Level Tactical Level Operational Level
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Scorecard Gives the overview of the health of the organizations on four main areas: Customer, Financial, Internal and Knowledge.
Measurements
The Balance Scorecard is the presentation and final result of various level of metrics and measurement.
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Scorecard
Measurements
There are 3 types of metrics that an organization will need to collect to support CSI activities as well as other process activities: Technology Metrics: Often associated with component and application-based metrics such as performance, availability etc. Process Metrics: Captured in the form of KPIs and activity metrics for the service management processes which determine the overall health of a process. Service Metrics: The results of the end-to-end service. Component metrics are used to calculate the service metrics. The Service Level Manager(s) and Service Owners are responsible for defining appropriate service metrics.
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CSI-7 Steps Improvement Process

Identify Vision & Strategy 1.Define What You should Measure
The CSI Manager is responsible for the success of all improvement activities.
2. Define What You can Measure
7. Implement Corrective Actions
GOAL
6. Present and Use the Information 3. Gather the Data
The Service owner is accountable for a specific services within the organization, regardless of where the underpinning technology components, processes or professional capabilities resides. The Service Manager is an important role that manages the development, implementation, evaluation and ongoing management of new and existing product and services.
5. Analyze the Data
4. Process the Data
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Knowledge Management

Service Transition- Processes Service Asset and Release and

Service TransitionProcesses Service Asset and Release and

Service Transition- Processes Service Asset and Release and

Service Transition- Processes Service Asset and Release and

Service Transition- Processes Service Asset and Release and

Service Transition- Processes Service Asset and Release and

Basic Concepts Scope

Process Activities Roles

Manage Business processes

Manage Business Operations

Service Transition- Processes Service Asset and Release and

Basic Concepts Scope Process Activities Roles

Service Transition- Processes Service Asset and Release and

Record the RFC

Basic Concepts Scope Process Activities Roles

Asses and Evaluate change

Authorize change proposal

Coordinate change implementation

Review and close change record

Service Transition- Processes Service Asset and Release and

Basic Concepts Scope Process Activities Roles

Service Transition- Processes Service Asset and Release and

Basic Concepts Scope Process Activities Roles

Communications decision and actions

Communications escalations for RFC, risks and issues

Example of configuration level impacted

Service Transition- Processes Service Asset and Release and

Service Transition- Processes Service Asset and Release and

Basic Concepts Scope Process Activities

Service Transition- Processes Service Asset and Release and

Basic Concepts Scope Process Activities

Service Transition- Processes Service Asset and Release and

Service Transition- Processes Service Asset and Release and

Service Transition- Processes Service Asset and Release and

Service Transition- Processes Service Asset and Release and

Service Transition- Processes Service Asset and Release and

Service Transition- Processes Service Asset and Release and

THE SERVICE LIFECYCLE

Service Operation Process

SKMS Successful Change Release Packages Infrastructure Changes

Continual Service Improvement

Service Improvement Plans

Purpose of Service Operation

Service Operation- Processes and Functions

Service OperationEvent Request Processes Problem Incident Management

Restore normal service operation as quickly as possible

Basic Concepts Scope Process Activities Roles

Minimize the adverse impact on business operations

Service OperationEvent Request Processes Problem Incident Management

Impact is a measure of the effect of an

Basic Concepts Scope Process Activities Roles

Urgency is a measure of how long it will be

Priority is a category used to identify a relative

High Med Low

Service OperationEvent Request Processes Problem Incident Management

Basic Concepts Scope Process Activities Roles