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itil® v3 Quick reference cardbasics

Service Design processes

Service Level Management, Service Catalogue Management, Availability Management, Information Security Management, Supplier Management, Capac-ity Management, and IT Services Continuity Management

Service transition processes

Change Management, Service Asset and Confi guration Management, and Release Deployment Management

Service operation processes and functions

prOceSSeS: Event Management, Incident Management, Request Fulfi llment, Problem Management, Access ManagementFUncTiOnS: Service Desk, Technical Management, IT Operations Management, Application Management

continual Service improvement processes

7-Step Improvement Process

Service Strategy processes

Service Strategy, Demand Management, Service Portfolio Management, Financial Management

ß Good Practices: Are sourced from

public standards and frameworks and/or

from proprietary models.

ß Service: Is a means of delivering value to

customers by facilitating the outcomes that

they want to achieve without the ownership

of specific costs and risks.

ß Service Management: Is a set of special-

ized organizational capabilities for providing

value to customers in the form of services.

ß Function: Is a team or group of people

and the tools it uses to perform one or

more processes or activities.

ß Roles: Is the set of responsibilities defined

in a process and assigned to a person or

a team.

ß Process: Is a structured set of activities

designed to accomplish a specific

objective. The characteristics of these

activities are Measurable, Specific

Results, Deliver to Customers, and

Respond to Specific Events.

ß Process Model: Facilitates

understanding and helps communicate

the features of a process.

ß RACI: Is an authority matrix used

to document the roles and relation-

ships of the stakeholders in a process,

where R=Responsible, A=Accountable,

C=Consult, and I=Inform.

ß Generic Roles: Process Owner: Is

accountable for the overall quality of the

process. Service Owner: Is account-

able for the delivery of a specific service.

Process Manager: Is accountable for the

Operational Management of the process.

Service Strategy

Continual Service Improvement

Service Design

Serv

ice

Operation

Servic

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ansit

ion

Complementary Publications

Web Support Services

Continual Service Improvement

general concepts

COPYRIGHTS: The information contained in this classroom material is subject to change without notice. This material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V. © Copyright 2010 by ITpreneurs Nederland B.V. All rights reserved. | © Crown Copyright 2007 Reproduced under license from OGC. | ITIL® Glossaries/Acronyms © Crown Copyright Office of Government Commerce. | Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce. | ITIL® a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. | ITIL® - Published for the Office of Government Commerce under license from the Controller of Her Majesty’s Stationery Office © Crown Copyright 2007.

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Service Strategy Objective: To provide guidance on designing, developing, and implement-ing Service Management not only as an organizational capability, but also as a strategic asset.

BaSic cOncepTS Utility: Fit for Purpose – is the functionality that a product or service offers to meet a particular need.Warranty: Fit for Use – is a promise or guar-antee that availability, capacity, continuity, and security are all meeting customer expectations.Service Assets: Consists of capabilities and resources, as follows:

Capabilities: Include the ability of an organization, a person, a process, an ap-plication, a Configuration Item (CI), or an IT service to perform an activity. Resources: Include IT infrastructure, people, money, or anything else that might help deliver an IT service.

Service Portfolio: Contains information relating to each service and its status within the organization and the Service Lifecycle. The Service Portfolio includes Service Pipeline, Service Catalogue, and Retired Services.Service Catalogue: Contains information about all live IT services, including those avail-able for deployment. It is the only part of the Service Portfolio published to customers. Business Case: Is justification for a significant item of expenditure.Market Space: Is defined by a set of business outcomes, which can be facilitated by a service.Service Model: Describes the structure of a service that will be delivered by Service Operation, used as a blueprint for Service Mgt processes and functions to communicate and collaborate on value creation.Core Service: Is an IT service that delivers the basic outcomes that one or more customers desire.Supporting Service: Is a service that enables or enhances a core service, for example, a directory service or a backup service.Service Package: Is a detailed description of an IT service that is available for delivery to customers and includes a Service Level Package (SLP) and one or more core and supporting services.Service Level Package: Is a defined level of utility and warranty for a particular Service Package. Core Service Package: Is the detailed description of a Core Service that multiple SLPs may share.Patterns of Business Activity (PBAs): Influence the demand patterns seen by the service providers.

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prOceSSeSService Strategy: Represents an approach to formulate service strategies. The steps include define the market, develop the offer-ings, develop strategic assets, and prepare for execution.Demand Mgt: Includes activities to understand and influence customer demand for services and the provision of capacity to meet the demand.Service Portfolio Mgt: Describes a provider’s services in terms of business value and includes the activities to design, analyze, approve, and charter a service and the unique role of Product Manager.Financial Management: Includes:

Budgeting: To predict and control the IT spend.Accounting: To identify the actual costs of delivering IT services, compare these costs and budgeted costs, and manage variances.Charging: To identify the payment struc-ture for IT services, if they are chargeable.

Service DeSignObjective: To design services that can be easily and efficiently developed and enhanced.

BaSic cOncepTSService Provider: There are 3 types - Internal Service Provider, Shared Services Unit and External Service Provider . Supplier: Is a third party responsible for sup-plying the goods or services required to deliver IT services.Service Level Agreement (SLA): Describes and documents IT services, responsibilities, and service level targets. Operational Level Agreement (OLA): Is an agreement between an IT service provider and another part of the same business that provides services to the service provider.Service Design Package: Contains everything necessary for the testing, introduction, and operation of a solution or service.Availability: Should be measured in terms of the business, and its calculation is often based on the agreed service time and downtime.4 Ps: Consist of People, Processes, Products (Services, Technology, and Tools), and Part-ners (Suppliers, Manufacturers, and Vendors).5 Design Aspects: Consist of Identification of Business and Service Requirements, Measure-ment Design, Process Design, Technology and Architecture Design, and Service Portfolio.Sourcing Strategies: Includes insourcing, outsourcing, co-sourcing, Application Service Provision, Business Process Outsourcing (BPO), and Knowledge Process Outsourcing (KPO).

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prOceSSeSService Level Management (SLM): Defines, documents, agrees, monitors, measures, reports, and reviews the level of IT services provided.Service Catalogue Management (SCM):

Manages the information in the Service Catalogue.Ensures that the information is accurate.Reflects the current details, status, inter-faces, and dependencies of all services that are being run or being prepared to run in the live environment.

Availability Management: Includes reactive and proactive activities to ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost-effective manner.Information Security Management:

Information is observed by or disclosed to only those who have a right to know (Confidentiality).Information is complete, accurate, and protected against unauthorized change (Integrity).Information is available and usable when required (Availability).Business transactions as well as informa-tion exchanges between enterprises or with partners can be trusted (Authenticity)All through the process steps of Plan, Implement, Evaluate, and Maintain.

Supplier Management: Ensures that value for money is obtained from suppliers and contracts.Ensures that underpinning contracts with suppliers are aligned with business needs in conjunction with SLM.Manages relationships with suppliers and the Supplier and Contracts Database (SCD).

Capacity Management: Ensures that service performance achievements meet or exceed all their agreed targets by managing the performance and capacity of both services and resources with a focus on Business Capacity Management, Service Capacity Management, and Component Capacity Management, and produces a Capacity Plan.IT Service Continuity Management: Maintains a set of IT Service Continuity Plans and IT recovery plans that support the overall Business Continuity Plans (BCPs) of the orga-nization through the process steps of Initiation, Requirements, Strategy and Implementation, and Ongoing Operation.

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

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Service tranSitionObjective: To provide guidance on the development and improvement of capabilities for transitioning new and changed services into operation.

BaSic cOncepTSService Knowledge Management System (SKMS): Is a set of tools and databases that is used to manage knowledge and information. SKMS includes the Configuration Management System (CMS) as well as other tools and databases, for example, the Known Error Database (KEDB).Configuration Item (CI): Is an asset, service component, or other item that is, or will be, un-der the control of Configuration Management.Configuration Management System (CMS): Provides reliable, quick, and easy access to accurate configuration information.Configuration Management Database (CMDB): Is a database used to store Configu-ration Records throughout their Lifecycle.Definitive Media Library (DML): Is defined as one or more locations that securely store the definitive and approved versions of all software Configuration Items. Service Change: Is the addition, modification, or removal of authorized, planned, or supported services or service components and the associated documentation. A service change includes standard, normal, and emergency change types.Change Advisory Board (CAB): An advisory body that requires appropriate terms of refer-ence, for example, meeting regulations and scope of influence. ECAB = Emergency CAB7 Rs of Change Management: Includes:

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?

Release Unit: Describes the portions of the service or infrastructure that are normally released together according to an organiza-tion’s release policy.Service V-Model: Builds in service validation and testing early in the Service Lifecycle.

prOceSSeSChange Management: Ensures that changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, and reviewed in a controlled manner.

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Service Asset and Configuration Manage-ment: Defines and controls the components of services and infrastructure. It also maintains accurate configuration information on the historical, planned, and current states of the services and infrastructure using the process steps of Managing and Planning, Configuration Identification, Configuration Control, Status Accounting and Reporting, and Verification and Audit.Release and Deployment Management: Ensures that a release package can be built, installed, tested, and deployed efficiently to a target group or environment successfully and on schedule, with minimal unpredicted impact on the production services, operations, and support organization.

Service operationObjective: To coordinate and perform the activities and processes required to deliver and manage services at agreed levels to business users and customers.

BaSic cOncepTSAlert: Is a warning that a threshold has been reached or a change or failure has occurred. An alert is mainly created and managed by System Management tools.Incident: Is an unplanned interruption to or a reduction in the quality of an IT service, now or in the future.Escalation: Is of two types:

Functional - transfers an Incident or a Problem to a technical team that has a higher level of expertise.Hierarchical - informs or involves senior levels of Management.

Event: Is a change of state that is significant for the management of a CI or an IT service. Problem: Is the cause of one or more Incidents in which the cause is usually not known when a Problem Record is created. Known Error: Is a Problem that has a documented root cause and a Workaround.Known Error Database (KEDB): Is a data-base containing all the Known Error records created by Problem Management and is used by Incident and Problem Management. The KEDB is part of the SKMS.Workaround: Reduces or eliminates the impact of an Incident or a Problem for which a full resolution is not yet available.Service Request: Is a request that is normally generated by a user asking for information, advice, or a standard change.

prOceSSeSIncident Management: Restores normal service operations as quickly as possible to minimize the adverse impact on business operations and ensures that the best possible

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levels of service quality and availability are maintained.Event Management: Provides the ability to detect events, make sense of them, and determine if the appropriate control action has been provided.Request Fulfillment: Deals with Service Requests from users as well as assists with general information, complaints, or comments.Problem Management: Prevents Problems and the resulting Incidents from occurring, eliminates recurring Incidents, and minimizes the impact of unpreventable Incidents.Access Management:

Grants authorized users the right to use a service.Prevents access by unauthorized users.Ensures that the policies and actions defined in Security and Availability Man-agement are executed with a focus on Access, Identity, and Rights Management.

Service Operation Functions: Include the Service Desk, Technical Management, Application Management, and IT Operations Management (IT Operations Control and Facilities Management).

continual Service iMproveMentObjective: To review, analyze, and make recommendations on improvement op-portunities in each Lifecycle phase to improve IT service quality, the efficiency and effectiveness of enabling iT Service Management (iTSM) processes, and the cost-effective delivery of iT services.

BaSic cOncepTSCSI Model: What is the vision, where are we now, where do we want to be, how do we get there, did we get there, and how do we keep the momentum goingDeming Cycle: Plan, Do, Check, ActNeed to Measure: Validate, Define, Justify, and Intervene DIKW: Knowledge Management approach us-ing Data, Information, Knowledge, and WisdomService Gap Model: Identification of the most obvious potential gaps in the IT Service Life-cycle from the business and IT perspectivesTypes of Metrics: Technology, Service, Process, and Activity Metrics for Service Management processes

prOceSSeS7-Step Improvement Process: Define what you should measure, define what you can measure, gather the data, process the data, analyze the data, present and use the informa-tion, and implement corrective actions – with the identification of vision and strategy and tactical and operational goals as input

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Service StrategyGeneral Changes

Utility: Is Fit for Purpose, where performance is supported and constraints are removed. It is defined in terms of customer expectations.Warranty: Is Fit for Use, where availability, capacity, continuity, and security all meet customer expectations.Service and Business Assets: Are made up of capabilities and resources.Service Portfolio: Service Pipeline, Service Catalogue, and Retired Services.Service Model: Describes the structure of a service that will be delivered by Service Operations and is a blueprint for Service Management processes and functions to communicate and collaborate on value creation.Value to the Business: Consists of Utility and Warranty and is based on customer perceptions.Service Catalogue: Is a database or structured document with information about all live IT services, including those available for deployment — business and technical catalogues.Concepts Covered: Core Service, Supporting Service, Service Package, SLP, and Core Service Package.Service Economics Process Groupings: Service Portfolio Management, Demand Management, and Financial Management.

Service Strategy ProcessThis is a new process.Define the market, develop the offerings, develop strategic assets, and prepare for execution.

Demand Management ProcessThis is a new process.PBAs influence the demand patterns seen by the service providers.

Financial Management ProcessFinancial Management covers aspects exclusive of the basic concepts of Accounting, Budgeting, and Charging activities, including Return on Investment (ROI), Service Valuation, and so on.

Service Portfolio Management Process This is a new process.Is a dynamic method for governing investments in Service Mgt across the enterprise and managing them for value.Product Manager and Business Relationship

Manager roles.

Service DeSign General Changes

Identification of business requirements, definition

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of service requirements, and design of servicesTechnology and architectural design, process design, measurement designSourcing options: Insourcing, outsourcing, co-sourc-ing, partnership or multisourcing, Business Process Outsourcing (BPO), Application Service Provision, and Knowledge Process Outsourcing (KPO)Service Design Package (SDP)

Service Level Management ProcessContracts (with external suppliers)Includes activities and procedures for logging and managing all complaints and complimentsDifferentiation in types of KPIs : Quality KPIs, financial KPIs, organizational/business KPIs

Service Catalogue Management ProcessThis is a new processClear split in the Business Service Catalogue and the Technical Service Catalogue

Availability Management ProcessAvailability Management Information System (AMIS)Mean Time to Restore Service (MTRS)Service Failure Analysis (SFA)

Capacity Management ProcessResource Capacity Management = Component Capacity ManagementLink to the Service Strategy Demand Management processCapacity Management Information System (CMIS)

IT Service Continuity Management ProcessDistinction between fast recovery (hot standby) and immediate recovery

Information Security Management ProcessInformation Security Management System (ISMS), based on the v2 Security process steps of Plan, Implement, Evaluate, and Maintain

Supplier Management ProcessThis is a new processSupplier and Contracts Database (SCD)Supplier Categorization: Strategic, tactical, operational, and commodity

Service tranSition:Change Management Process

Service Change: The addition, modification, or removal of an authorized, planned, or supported service or service component and its associated documentationChange Types = Normal, Standard and EmergencyThe Classify Change step is gone: Categorization within the Record Change step and Prioritization within the Assess and Evaluate Change stepECAB = Emergency CAB

Release and Deployment Management ProcessTransition Planning and Support, Service Validation and Testing, Evaluation (+ new Knowledge Management) — all separate processesRelease Package replacing the V2 Delta, Full, and Package termsService V-Model – represents the different configuration levels to be built and tested in a release

Service Asset and Configuration Management Process

Name changed: Service Asset – any capability or resource of a service providerCI : An asset, service component, or other item that is or will be under Configuration ManagementCategory of CIs: Service Lifecycle, service, organization, internal, external, and interfaceConfiguration modelsConfiguration Management System (CMS): Consists of CMDBs, filestores, and so onSecure libraries and secure stores

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Definitive Media LibraryDefinitive sparesRoles more detailed: Service Asset Manager, Configuration Manager, Config Analyst, Administrator/Librarian, and CMS/Tools Administrator

Knowledge MgtDIKW model = Data, Information, Knowledge, Wisdom SKMS: A set of tools and databases that manage knowl-edge and information; this includes the CMS as well as other tools and databases, for example, the KEDB

Service operationEvent Management Process

Is a new process focused on the ability to detect events, make sense of them, and determine the appropriate control action.Has its own process flow.Includes the concept of Alerts.

Incident Management ProcessIncident definition: Includes reduction in quality.Incident models = Predefined steps.The Classification activity doesn’t exist anymore in Incident, Problem, and Change Management, which are now mentioned separately in Categorization and Prioritization.

Request Fulfillment ProcessIncludes small changes or questions.Is a mix between standard changes and information type requests.A Service Request is something that can and should be planned.

Access Management Process Is a new process to grant authorized users the right to use a service or group of services.Access, Identity, Rights, Services or Service Groups, and Directory Services.

Problem Management ProcessThere is no problem control and error control - Known Errors can be raised at any point in the process.Proactive Problem Management is not covered in Service Operation, only reactive Problem Management.Proactive Problem Management is covered in CSI.

New Service Operation Functions:There is no change to the Service Desk Function.New functions include: Service Desk Function, Techni-cal Management Function, Application Management Function, IT Operation Management Function, including Operations Control and Facilities ManagementThe publication discusses the organizational overlaps of these functions with Service Operation

continual Service iMproveMentGeneral Changes

This entire section is new.CSI is not a process but a practice that is owned by all performers.The purpose of CSI is to continually align and realign IT services to the changing business needs by identifying and implementing improvements to IT services that support business processes.CSI includes Return on Investment (ROI) and Value on Investment (VOI) focus.CSI focuses on business value and how to measure it.Types of metrics include: • Qualitative measurements • Quantitative measurements • Technology, service, and process metricsThe Service GAP modelThe 7-Step Improvement process

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DifferenceS Between v2 anD v3

New definition of service: A means of delivering value to customers by facilitating the outcomes that customers want to achieve without the ownership of specific costs and risks.New definition of Service Management: A set of specialized organizational capabilities for providing value to customers in the form of services.Processes emphasize a “closed-loop system.”Introduction of the Good Practice concept: Successful innovations gradually become best practices and best practices quickly become good practices, which become commodities, generally accepted principles, or regulatory requirements.Generic Roles: Process Owner, Service Owner, Process Manager

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