1. Introduction
   1. Common Terminology
      1. IT Service Management
      2. Service
      3. Service Owner
      4. Internal Service Provider
      5. Shared Service Provider
      6. External Service Provider
   2. Processes & Functions
      1. Process
         1. Procedures
         2. Work Instructions
      2. Functions
         1. Roles
         2. Job Positions
      3. Process Owner
      4. Process Manager
      5. Process Operatives
      6. RACI Model
         1. R – Responsibility
         2. A – Accountability
         3. C – Consult
         4. I – Inform
   3. Four perspectives (“4P’s”) or attributes to explain the concept of ITSM
      1. Partners (Suplier)
      2. People
      3. Porducts (technologic)
      4. Process
   4. Formal structures on communication
      1. Reporting
      2. Meetings
      3. Online facilities
      4. Notice boards
2. Service Strategy
   1. Goal
      1. to help service providers to develop the ability to think and act in a strategic manner
   2. Objectives
      1. What services to offer to customers?
      2. How to differentiate from competitors?
      3. How to create value for customers?
      4. How to make a case for strategic investments?
      5. How to define and improve service quality?
      6. How to efficiently allocate resources across a portfolio of services?
   3. Scope
      1. • strategy generation
      2. • the development of markets (internal and external)
      3. • service assets
      4. • service catalogue
      5. • implementation of strategy through the service lifecycle
      6. • demand management
      7. • financial management
      8. • service portfolio management
      9. • organizational development
      10. • sourcing strategies
      11. • strategic risks
   4. Major Concepts
      1. Mintzberg’s four Ps to formulate the strategy
         1. Perspective
         2. Position
         3. Plan
         4. Pattern
      2. Creating Service Value
         1. Utility - fitness for purpose
         2. Warranty - fitness for use
         3. Service Warranty + Service Utility = Service Value
         4. Service assets of a service provider
            1. Resources
            2. Capabilities
      3. Types of service providers
         1. Type I: Internal service provider
         2. Type II: Shared Services Unit
         3. Type III: External service provider
      4. forms of outsourcing
         1. Internal outsourcing:
         2. Traditional outsourcing
         3. Multi-vendor outsourcing
            1. Prime
            2. Consortium
            3. Selective outsourcing
            4. Co-Sourcing
      5. Service Packages includes
         1. Core services
            1. The basic critical services
         2. Supporting Services
            1. Provides differentiation or more effective use of Core Services
         3. Service Level Packages
            1. Defines level of utility and warranty provided by Service Package
   5. Service Strategy Processes
      1. Financial Management
         1. GOAL
            1. The goal of Financial Management is to provide cost effective stewardship of the IT assets and the financial resources used in providing IT services
         2. Benefits
            1. • Enhanced decision making.
            2. • Increased speed of change.
            3. • Improved Service Portfolio Management.
            4. • Financial compliance and control.
            5. • Improved operational control.
            6. • Greater insight and communication of the value created by IT services.
         3. answer important organizational issues, such as:
            1. • Does our differentiation strategy result in higher profits and revenue, reduced costs or increased coverage?
            2. • Which services cost most and why?
            3. • Where are our greatest inefficiencies?
         4. Activities
            1. Funding
            2. Traditional models to fund IT services
            3. Rolling plan funding
            4. Trigger based plans
            5. Zero based funding
            6. IT Accounting
            7. Related functions and accounting properties
            8. Service recording
            9. Cost types
            10. Cost classification
            11. Variable Cost Dynamics (VCD)
            12. Chargeback
            13. chargeback models
            14. Notional charging
            15. Metered usage
            16. Direct plus
            17. Fixed or user cost
         5. Other Terminology
            1. Cost Types
            2. Cost Elements
            3. Direct Costs
            4. Indirect Costs
            5. Cost Units
      2. Service Portfolio Management
         1. Goal
            1. The primary goal of Service Portfolio Management is to provide strategic direction and management of
            2. investments into IT Service Management so that an optimum portfolio of services is continually
            3. maintained
         2. answer the following strategic questions
            1. • Why should a client buy these services?
            2. • Why should a client buy these services from us?
            3. • What are the price and charge back models?
            4. • What are our strong and weak points, our priorities and our risks?
            5. • How should our resources and capabilities be allocated?
         3. Service portfolio
            1. Service Pipeline (services that have been proposed or in development).
            2. Service Catalogue (live services or those available for deployment).
            3. Retired Services (decommissioned services).
         4. Activities
            1. Define:
            2. Analyze:
            3. Approve:
            4. Charter:
         5. Investment Categories & Budget Allocations
            1. Transform the Business (TTB):
            2. Grow the Business (GTB):
            3. Run the Business (RTB):
         6. outcomes for existing services
            1. RENEW:
            2. REPLACE:
            3. RETAIN:
            4. REFACTOR:
            5. RETIRE:
            6. RATIONALIZE:
      3. Demand Management
         1. GOAL
            1. The primary goal of Demand Management is to assist the IT Service Provider in
            2. understanding and influencing Customer demand for services and the provision of Capacity to meet
            3. these demands
         2. questions asked here include
            1. • When and why does the business need this capacity?
            2. • Does the benefit of providing the required capacity outweigh the costs?
            3. • Why should the demand for services be managed to align with the IT strategic objectives?
         3. Activity-based Demand Management
            1. Activity-based demand management: business processes are the primary source of
            2. demand for services. Patterns of Business Activity (PBAs) have an impact on demand
            3. patterns.
         4. There are two ways to influence or manage demand
            1. Physical/Technical constraints
            2. Financial chargeback
   6. Service Strategy activities
      1. Defining the market
      2. The development of the offer
      3. The development of strategic assets
      4. Preparation for execution
   7. Five recognizable phases in organizational development
      1. Stage 1: Network
      2. Stage 2: Directive
      3. Stage 3: Delegation
      4. Stage 4: Coordination
      5. Stage 5: Collaboration
   8. Implementation and operation
      1. Strategy and design
      2. Strategy and transition
      3. Strategy and operations
      4. Strategy and CSI
   9. Challenges and opportunities
      1. IT organizations are complex systems
      2. Coordination and control
      3. Preserving Value
      4. Effectiveness in measurement
3. Service Design
   1. Goal
      1. The main goal of Service Design is: the design of new or changed services
      2. for introduction into a production environment
   2. Objectives
      1. • contribute to the business objectives
      2. • where possible, contribute to saving time and money
      3. • minimize or prevent risks
      4. • contribute to satisfying the current and future market needs
      5. • assess and improve the effectiveness and efficiency of IT services
      6. • support the development of policies and standards regarding IT services
      7. • contribute to the quality of IT services
   3. Value for the business
      1. • lower Total Cost of Ownership (TCO)
      2. • improved quality of service delivery
      3. • improved consistency of the service
      4. • simpler implementation of new or modified services
      5. • improved synchronization of services with the needs of the business
      6. • improved effectiveness of performances
      7. • improved IT administration
      8. • more effective service management and IT processes
      9. • more simplified decision-making
   4. Scope
      1. The design of service solutions
      2. The design of the service portfolio
      3. The design of the architecture
      4. The design of processes
      5. The design of measurement systems and metrics
   5. Major Concepts
      1. Five Major Aspects of Service Design
         1. Service Portfolio
         2. Service Solutions
         3. Technology architectures
         4. Processes
         5. Measurement systems
      2. service delivery model
         1. Insourcing
         2. Outsourcing
         3. Co-sourcing
         4. Multi-sourcing
         5. Business Process Outsourcing (BPO)
         6. Application service provision
         7. Knowledge Process Outsourcing (KPO)
      3. development approaches
         1. The incremental approach
         2. The iterative approach
   6. Process and Functions
      1. Service Catalogue Management
         1. GOAL:
            1. The purpose of Service Catalogue Management (SCM) is the development and upkeep
            2. of a service catalogue that contains all details, status, possible interactions and mutual
            3. dependencies of all present services and those under development.
         2. make a clear distinction between
            1. service portfolio contains information about each service and its status.
            2. service catalogue is a subset of the service portfolio and only consists of active and approved services. SC divides services into components. It contains policies, guidelines and responsibilities, as well as prices, service level agreements and delivery conditions
         3. SCOPE:
            1. • Definition of the service (what is being provided?).
            2. • Production and maintenance of accurate Service Catalogue information.
            3. • Development and maintenance of the interfaces and dependencies between the Service
            4. Catalogue and Service Portfolio, ensuring consistency between the two items.
            5. • Identification and documentation of the interfaces and dependencies between all services (and
            6. supporting services) within the Service Catalogue and Configuration Management System
            7. (CMS).
            8. • Identification and documentation of the interfaces and dependencies between all services,
            9. supporting components and Configuration Items (CIs) within the Service Catalogue and the
            10. CMS.
         4. Service Catalogue is logically divided into two aspects
            1. A Business Service Catalogue
            2. A Technical Service Catalogue
         5. Activities
            1. • Defining the services.
            2. • Producing and maintaining an accurate service catalogue.
            3. • Providing information about the service catalogue to stakeholders.
            4. • Managing the interaction, mutual dependency, consistency and monitoring of the
            5. service portfolio.
            6. • Managing the interaction and mutual dependency between the services and
            7. supporting services in the service catalogue, and monitoring the CMS.
      2. Service Level Management
         1. GOAL:
            1. The primary goal of Service Level Management is to ensure that an agreed level of IT service
            2. is provided for all current IT services, and that future services are delivered to agreed achievable
            3. targets. It also proactively seeks and implements improvements to the level of service delivered to
            4. customers and users.
         2. Concepts
            1. Service Level Agreement (SLA)
            2. Service Catalogue
            3. Underpinning Contract (UC)
            4. Operational Level Agreement (OLA)
            5. Service Level Requirements (SLR)
         3. Options for SLAs
            1. • service-based SLAs
            2. • customer-based SLAs
            3. • multi-level SLAs
         4. Activities
            1. Design of SLM Frameworks
            2. Determining, documenting and agreeing on the requirements for new services and production of Service Level Requirements (SLRs)
            3. Monitoring the performance with regard to the SLA and reporting the outcome
            4. Improving client satisfaction
            5. Review of the underlying agreements
            6. Reviewing and improving services
            7. Developing contacts and relationships
      3. Capacity Management
         1. GOAL:
            1. To ensure the current and future capacity and performance demands of the customer
            2. regarding IT service provision are delivered for in a cost-effective manner.
         2. Capacity Management is the process that manages:
            1. • the right capacity,
            2. • at the right location,
            3. • at the right moment,
            4. • for the right customer,
            5. • against the right costs.
         3. Sub-Processes of Capacity Management
            1. Business Capacity Management
            2. Trend, Forecast, Model,
            3. Prototype, Size and document
            4. future business requirements
            5. Service Capacity Management
            6. Monitor, Analyse, Tune and report on
            7. Service Performance, establish
            8. baselines and profiles of use of services,
            9. manage demand for service.
            10. Component Capacity Management
            11. Monitor, Analyse, Run and report on
            12. Component Performance, establish
            13. baselines and profiles of use of
            14. components
         4. Activities:
            1. Performance Monitoring
            2. Demand Management
            3. Application Sizing
            4. Modelling
            5. Tuning
            6. Storage of Capacity Management Data
            7. Capacity Planning
            8. Reporting
      4. Availability Management
         1. GOAL:
            1. The primary goal of Availability Management is to ensure that the level of service availability
            2. delivered in all services is matched to or exceeds the current and future agreed needs of the business
            3. in a cost-effective manner.
         2. Other Availability Management objectives are
            1. • Reduction in the frequency and duration of Availability related incidents;
            2. • To maintain a forward looking Availability plan.
         3. Proactive and Reactive Elements of Availability Management:
            1. Proactive activities
            2. Involves the proactive planning, design and
            3. improvement of availability across IT services,
            4. infrastructure and ITSM processes.
            5. Reactive activities:
            6. Involves the monitoring, measuring, analysis
            7. and management of all events, incidents and
            8. problems regarding availability.
         4. Concepts
            1. Availability:
            2. Security:
            3. Reliability:
            4. Resilience:
            5. Maintainability:
            6. Serviceability:
            7. Vital Business Function (VBF)
         5. Lifecycle of an Incident (Availability Management Metrics):
            1. Mean Time Between Failures (MTBF) or Uptime
            2. Mean Time to Restore Service (MTRS) or Downtime
            3. Mean Time Between System Incidents (MTBSI)
            4. Relationships between the above terms
            5. High ratio of MTBF/MTBSI indicates there are many minor faults
            6. Low ratio of MTBF/MTBSI indicates there are few major faults
            7. Other elements
            8. Detection Time
            9. Diagnosis Time
            10. Repair Time
            11. Restoration Time (MTRS)
            12. Restore Point
      5. IT Service Continuity Management
         1. GOAL:
            1. To support the overall Business Continuity Management by ensuring that the required IT
            2. infrastructure and the IT service provision can be recovered within required and agreed business time
            3. scales.** Often referred to as Disaster Recovery planning. **
         2. Concepts
            1. Disaster
            2. Business Continuity Management(BCM)
            3. Business Impact Analysis (BIA)
            4. Risk Assessment
         3. Activities
            1. Initiation
            2. - defining the policy
            3. - specifying the conditions and scope
            4. - allocating resources (people, resources and funds)
            5. - defining the project organization and management structure
            6. - approving project and quality plans
            7. Requirements and strategies
            8. Requirement 1: Business Impact Analysis (BIA)
            9. Requirement 2: Risk estimate
            10. Strategy 1: Risk-reducing measures
            11. Strategy 2: IT recovery options
            12. Implementation
            13. Operationalization
            14. - education, awareness and training of personnel
            15. - review and audit
            16. - testing
            17. - change management (ensures that all changes have been studied for their potential impact)
            18. - ultimate test (invocation)
         4. Developing Countermeasures (Recovery and Risk Reduction Measures):
            1. Counter Measures:
            2. Manual Workaround
            3. Gradual recovery
            4. Intermediate Recovery
            5. Immediate Recovery
            6. Reciprocal Arrangement
      6. Information Security Management
         1. GOAL:
            1. To align IT security with business security and ensure that information security is effectively
            2. managed in all service and IT Service Management activities.
         2. The information security management process and framework include:
            1. • information security policy
            2. • Information Security Management System (ISMS)
            3. • comprehensive security strategy (related to the business objectives and strategy)
            4. • effective security structure and controls
            5. • risk management
            6. • monitoring processes
            7. • communication strategy
            8. • training strategy
         3. Activities
            1. • Operation, maintenance and distribution of an information security policy.
            2. • Communication, implementation and enforcement of security policies
            3. • Assessment of information.
            4. • Implementing (and documenting) controls that support the information security policy and manage risks.
            5. • Monitoring and management of breaches and incidents.
            6. • Proactive improvement of the control systems.
         4. Control Mechanisms
            1. Threat
            2. Prevention/Reduction
            3. Incident
            4. Detection/Repression
            5. Damage
            6. Correction/Recovery
            7. Control
      7. Supplier Management
         1. GOAL:
            1. The primary goal of Supplier Management is to manage suppliers and the services they
            2. supply, to provide seamless quality of IT service to the business and ensure that value for money is
            3. obtained.
         2. Other objectives include
            1. • Obtain value for money from supplier and contracts.
            2. • Ensure that underpinning contracts and agreements with suppliers are aligned to business
            3. needs.
            4. • Manage relationships with suppliers.
            5. • Negotiate and agree contracts with suppliers.
            6. • Manage supplier performance.
            7. • Maintain a supplier policy and a supporting Supplier and Contract Database (SCD).
         3. activities and procedures
            1. • categorizing of suppliers
            2. • maintenance of supplier and contract database
            3. • evaluation and building of new suppliers and contracts
            4. • building new supplier relationships
            5. • management of suppliers and contracts
            6. • renewing and ending contracts
4. Service Transition
   1. Goals
      1. • supporting the change process of the business (client)
      2. • reducing variations in the performance and known errors of the new/changed service
      3. • ensuring the service meets the requirements of the service specifications
   2. Objectives
      1. • the necessary means to realize, plan and manage the new service
      2. • ensuring the minimum impact for the services which are already in production
      3. • improving customer satisfaction and stimulate the proper use of the service and mutual technology
   3. Value to the business
      1. • the capacity of the business to respond quickly and adequately to changes in the market
      2. • changes in the business as a result of takeovers, contracting, etc. are well managed
      3. • more successful changes and releases for the business
      4. • better compliance of business and governing rules
      5. • less deviation between planned budgets and the actual costs
      6. • better insight into the possible risks during and after the input of a service
      7. • higher productivity of customer staff
   4. challenges
      1. • Taking into account the needs of all stakeholders.
      2. • Finding a balance between a stable operating environment and being able to respond to changing business requirements.
      3. • Creating a culture which is responsive to cooperation and cultural changes.
      4. • Ensuring that the quality of services corresponds to the quality of the business.
      5. • A clear definition of the roles and responsibilities.
   5. Risks
      1. • de-motivation of staff
      2. • unforeseen expenses
      3. • excessive cost
      4. • resistance to changes
      5. • lack of knowledge sharing
      6. • poor integration between processes
      7. • lack of maturity and integration of systems and tools
   6. Process and Functions
      1. Transition Planning and Support
         1. GOALS
            1. ensures the planning and coordination of resources in
            2. order to realize the specification of the Service Design. Transition planning and support
            3. plans changes and ensures that issues and risks are managed.
         2. types of release
            1. Major release
            2. Minor release
            3. Emergency release
         3. Activities
            1. Set up transition strategy
            2. Prepare Service Transition
            3. Plan and coordinate Service Transition
            4. Support
      2. Change Management
         1. GOAL:
            1. To ensure that standardized methods and procedures are used for controlled, efficient and
            2. prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon
            3. service quality, and consequently to improve the day-to-day operations of the organization
         2. Basic concepts
            1. Request for Change (RFC)
            2. service change
            3. normal change
            4. standard change
            5. emergency change
            6. priority of the change
            7. Change Schedule
            8. Projected Service Outage (PSO):
            9. Change Advisory Board (CAB)
            10. Emergency CAB (ECAB)
            11. Post-Implementation Review (PIR)
         3. Activities
            1. Create and record
            2. Review the RFC
            3. Assess and evaluate changes
            4. Authorize the change
            5. Coordinate implementation
            6. Evaluate and close
         4. 7Rs of Change Management
            1. • Who RAISED the change?
            2. • What is the REASON for the change?
            3. • What is the RETURN required from the change?
            4. • What are the RISKS involved in the change?
            5. • What RESOURCES are required to deliver the change?
            6. • Who is RESPONSIBLE for the build, test and implementation of the change?
            7. • What is the RELATIONSHIP between this change and other changes?
         5. Authorization of Changes
            1. Financial Approval
            2. Business Approval
            3. Technology Approval
      3. Service Asset and Configuration Management
         1. GOAL:
            1. To support the agreed IT service provision by managing, storing and providing information
            2. about Configuration Items (CI’s) and Service Assets throughout their life cycle. This assists in
            3. providing a logical model of the infrastructure, including the relevant relationships and dependencies that exist.
         2. Basic concepts
            1. Configuration Item (CI)
            2. attribute
            3. relationship
            4. configuration structure
            5. CI Level
            6. Status Accounting
            7. Configurarion Baseline
            8. libraries
            9. secure library
            10. secure store
            11. Definitive Media Library (DML)
            12. Definitive spares
         3. Configuration Management Database (CDMB)
            1. database used to store configuration records of CIs.
            2. One or more CMDBs can be part of a Configuration Management System.
            3. benefits of the CMDB
            4. ¡E One tool and not several tools „³ reduced costs
            5. ¡E Consistent and visible information about the IT infrastructure available to all staff
            6. ¡E One team and not several support teams „³ reduced costs, improved consistency in CI
            7. management
            8. ¡E On stop shop for Configuration queries
            9. ¡E The data about CIs and methods of controlling CIs is consolidated -> reduces auditing effort
            10. ¡E Opens opportunities for consolidation in CIs to support services
         4. Activities
            1. Management and planning
            2. Configuration identification
            3. Configuration control
            4. Status accounting and reporting
            5. Verification and audit
      4. Release and Deployment Management
         1. GOAL:
            1. To deploy new releases into production, transition support to service operation, and enable its
            2. effective use in order to deliver value to the customer.
         2. Basic concepts
            1. release
            2. release unit
            3. release design
            4. “big bang” versus phased
            5. “push and pull”
            6. automated or manual
            7. release package
            8. Early Life Support
         3. Activities
            1. Planning
            2. Preparation for building (compilation), testing and deployment
            3. Building and testing
            4. Service testing and pilots
            5. Planning and preparing the deployment
            6. Transfer, deployment, and retirement
            7. Verify deployment
            8. Early life support
            9. Review and close
      5. Service Validation and Testing
         1. GOAL:
            1. The overriding goal of Service Validation and Testing is to assure that the new or modified
            2. service will provide the appropriate value to customers and their business.
         2. Other objectives
            1. • Provide confidence that service changes deliver the expected outcomes and value for
            2. customers within the projected costs, capacity and constraints. This includes verification that
            3. the service is ‘fit for purpose’ and ‘fit for use’.
            4. • Confirm that customer and stakeholder requirements and criteria are correctly defined and
            5. address and variances as early as possible.
         3. Basic concepts
            1. service model
            2. test strategy
            3. test model
            4. Service V Model
            5. concept of defining the appropriate requirements and appropriate validation
            6. methods that apply in order to justify release to the customer for trial and assessment.
            7. left hand side
            8. represents the specification of the high-level business requirements, which
            9. gets further refined down to the detailed Service Design criteria and individual release package criteria.
            10. right hand side
            11. focuses on the validation and test activities that are performed against
            12. the specifications defined on the left hand side, with direct involvement by the equivalent party on the right hand side
            13. entry and exit criteria
         4. Activities
            1. Validation and test management
            2. Planning and design
            3. Verification of test plan and design
            4. Preparation of the test environment
            5. Testing
            6. Evaluate exit criteria and report
            7. Clean up and closure
      6. Evaluation
         1. GOAL
            1. intended to verify whether the performance of
            2. “something” is acceptable; for example, whether it has the right price/quality ratio,
            3. whether it is continued, whether it is in use, whether it is paid for, and so on.
         2. Basic concepts
            1. evaluation report
            2. predicted performance
            3. actual performance
         3. Activities
            1. Planning the evaluation
            2. Evaluating the predicted performance
            3. Evaluating the actual performance
      7. Knowledge Management
         1. GOAL:
            1. To enable organizations to improve the quality of management decision making by ensuring
            2. that reliable and secure information and data is available throughout the service lifecycle.
         2. Basic concepts
            1. DIKW structure: Data-Information-Knowledge-Wisdom
            2. Service Knowledge Management System (SKMS)
         3. Activities
            1. Knowledge management strategy
            2. Knowledge transfer
            3. Information management
            4. Use of the SKMS
5. Service Operation
   1. Goal
      1. to deliver and support services in an efficient and
      2. effective manner and to maintain stability in service operations while at the same time
      3. allowing for changes and improvement.
   2. Objectives
      1. How to provide stability in Service Operations, allowing for changes in design, scale, scope
      2. and service levels.
      3. • Service Operation process guidelines, methods and tools for use in two major control
      4. perspectives; reactive and proactive. Managers and practitioners are provided with knowledge
      5. allowing them to make better decisions in areas such as managing the availability of services,
      6. controlling demand, optimizing capacity utilization, scheduling of operations and fixing
      7. problems.
      8. • Supporting operations through new models and architectures such as shared services, utility
      9. computing, web services and mobile commerce.
   3. Value to the business
      1. from a customer viewpoint, Service Operation is where the actual value is seen
   4. Achieving balance in Service Operation
      1. external view versus internal view
      2. stability versus responseness
      3. cost of services versus quality of services
      4. reactive versus proactive
   5. critical success factors
      1. • management support
      2. • defining champions
      3. • business support
      4. • hiring and retaining staff
      5. • service management training
      6. • appropriate tools
      7. • test validity
      8. • measuring and reporting
   6. Risks
      1. • insufficient financing and resources
      2. • loss of momentum in implementation Service Operation
      3. • loss of important staff
      4. • resistance to change
      5. • lack of management support
      6. • suspicion of service management by both IT and the business
      7. • changing expectations of the customer
   7. Functions
      1. Service Desk
         1. GOAL:
            1. To support the agreed IT service provision by ensuring the accessibility and availability of the
            2. IT organization and by performing various supporting activities.
         2. SERVICE DESK TYPES
            1. Call Centre
            2. Help Desk
            3. Service Desk
         3. SERVICE DESK STRUCTURES
            1. Local
            2. Central
            3. Virtual
            4. Follow-the-Sun
         4. Skills
            1. • Communication Skills
            2. • Technical Skills
            3. • Business Understanding
         5. Self-Help
            1. • Computerized service desk systems;
            2. • Voice services (adv. menu systems, voicemail, SMS);
            3. • Web and email (access, notification, updates);
            4. • Systems that contain linkages to SLAs, CMDB;
            5. • Access to availability monitoring tools;
            6. • Self help for customers using technology.
      2. Technical Management
         1. Goal:
            1. To help plan, implement and maintain a stable technical infrastructure to support the
            2. organization’s business processes
         2. Roles and Responsibilities
            1. Custodian of technical knowledge and expertise related to managing the IT Infrastructure
            2. Plays an important role in providing the actual resources to support the IT Service Management lifecycle
      3. IT Operations Management
         1. Goal:
            1. To perform the daily operational activities needed to manage the IT Infrastructure. This is done
            2. according to the performance standards defined during Service Design
         2. Roles and Responsibilities
            1. Maintenance of the ‘status quo’ to achieve stability of the organization’s day to day processes and activities.
            2. Regular scrutiny and improvements to achieve improved service at reduced costs, whilst maintaining stability.
            3. Swift application of operational skills to diagnose and resolve any IT operations failures that occur.
         3. usually organized into two groups
            1. IT Operations Control
            2. Facilities Management
      4. Application Management
         1. Goal:
            1. To help design, implement and maintain stable applications to support the organization’s
            2. business processes.
         2. Roles and Responsibilities
            1. • Managing Applications throughout their lifecycle;
            2. • Supports and maintains operational applications, and
            3. plays an important role in design, testing and
            4. improvement of applications that form part of IT Services;
            5. • Support the organization’s business processes by helping
            6. to identify functional and manageability requirements for
            7. application software;
            8. • Assisting in the decision whether to build or buy an
            9. application;
            10. Figure 7.H – Application
            11. Management
            12. • Assist in the design and/or deployment of those applications;
            13. • Provide ongoing support and improvement of those applications;
            14. • Identify skills required to support the applications.
   8. Processes
      1. Event Management
         1. Goal:
            1. The goal of Event Management is to provide the capability to detect events, make sense of
            2. them and determine the appropriate control action. Event Management is therefore the basis for
            3. Operational Monitoring and Control.
         2. Events may be classified as:
            1. Events that indicate a normal operation
            2. Events that indicate an abnormal operation
            3. Events that signal an unusual but not exceptional operation
         3. Activities
            1. An event occurs
            2. Event notification
            3. Event detection
            4. Event filtering
            5. significance of events (event classification)
            6. Event correlation
            7. Trigger
            8. Response options
            9. − event logging
            10. − automatic response
            11. − alert and human intervention
            12. − submitting a Request for Change (RFC)
            13. − opening an incident record
            14. − opening a link to a problem record
            15. Review actions
            16. Closing the event
      2. Incident Management
         1. Goal:
            1. To restore normal service operation as quickly as possible and minimize the adverse impact
            2. on business operations, thus ensuring that the best possible levels of service quality and availability
            3. are maintained.
         2. What is an Incident?
            1. 1. An unplanned interruption to an IT service.
            2. 2. A reduction in the quality of an IT service.
            3. 3. Failure of a CI that has not yet affected service,
         3. Major Concepts
            1. Categorization:
            2. IMPACT + URGENCY = PRIORITY
            3. • Impact: Degree to which the user/business is affected
            4. • Urgency: Degree to which resolution can be delayed
            5. Escalation:
            6. human element of Incident Prioritization
            7. Functional:
            8. • Based on knowledge or expertise
            9. • Also known as “Horizontal Escalation”
            10. Hierarchical:
            11. Hierarchical:
            12. • For corrective actions by authorized line management
            13. • Also known as “Vertical Escalation”
            14. • When resolution of an incident will not be in time or satisfactory
            15. Timescales
            16. Incident models
         4. Activities
            1. Identification
            2. Registration
            3. Categorization
            4. Prioritization
            5. Diagnosis
            6. Escalation
            7. Investigation and diagnosis
            8. Resolution and recovery
            9. Incident closure
      3. Problem Management
         1. Goal:
            1. Problem Management is responsible for managing lifecycle of all problems.
         2. objectives
            1. • To prevent problems and resulting incidents from happening
            2. • To eliminate recurring incidents
            3. • To minimize the impact of incidents that cannot be prevented.
         3. two major processes
            1. 1. Reactive Problem Management
            2. 2. Proactive Problem Management
         4. Basic concepts
            1. Problem
            2. root cause
            3. workaround
            4. known error
            5. Known Error Database (KEDB)
         5. Reactive Problem Management activities
            1. 1. Problem detection
            2. 2. Problem logging
            3. 3. Problem categorization
            4. 4. Problem investigation and diagnosis
            5. 5. Workarounds
            6. 6. Raising a Known Error record
            7. 7. Problem resolution
            8. 8. Problem closure
            9. 9. Major Problem reviews
            10. • Those things that were done correctly;
            11. • Those things that were done wrong;
            12. • What could be done better in the future?
            13. • How to prevent recurrence;
            14. • Whether there has been any third-party responsibility and whether follow-up actions are needed.
         6. Proactive Problem Management
            1. Trend Analysis
            2. Targeting Preventative Action
         7. Access Management
      4. Request Fulfillment
         1. Goal:
            1. concerned with fulfilling requests from the end user community using
            2. consistent and repeatable methods
         2. objectives
            1. • To provide a channel for users to request and receive standard services for which a predefined
            2. approval (from Change Management) qualification exists
            3. • To provide information to users and customers about the availability of services and the
            4. procedure for obtaining them
            5. • To source and deliver the components of requested standard services
            6. • To assist with general information, complaints or comments
         3. Basic concepts
            1. Request Models
            2. • What activities are required to fulfill the request
            3. • The roles and responsibilities involved
            4. • Target timescales and escalation paths
            5. • Other policies or requirements that apply
         4. Activities:
            1. Menu selection
            2. Financial Approval
            3. ‘Other’ Approval
            4. Fulfilment
            5. Closure
      5. Access Management
         1. Goal:
            1. provide capabilities for the granting of authorized
            2. users the right to use a service while preventing access to non-authorized users. In doing so, it helps
            3. to protect the confidentiality, integrity and availability (CIA) of the organization’s services, assets,
            4. facilities and information.
         2. Basic concepts
            1. Access
            2. Identity
            3. Rights
            4. Services or service groups
            5. Directory services
         3. Activities
            1. Requesting access
            2. Verification
            3. Granting rights
            4. Monitoring identity status
            5. Registering and monitoring access
            6. Logging and tracking access
            7. Revoking or limiting rights
      6. Monitoring and Control
         1. GOAL
            1. to the supply, support and
            2. improvement of services and also provides a basis for setting strategy, designing and
            3. testing services, and achieving meaningful improvement.
         2. Basic concepts
            1. Monitoring
            2. Reporting
            3. Control
         3. two levels of monitoring
            1. Internal monitoring and control
            2. External monitoring and control
         4. Activities
            1. The monitoring/control cycle concept can be used to manage:
            2. • The performance of activities in a process or procedure.
            3. • The effectiveness of the process or procedure as a whole.
            4. • The performance of a device or a series of devices.
         5. different types of monitoring tools
            1. • Active versus passive monitoring
            2. • Reactive versus proactive monitoring
            3. • Continuous measuring versus exception-based measuring
            4. • Performance versus outputs
6. Continual Service Improvement (CSI)
   1. Goal
      1. The main goal of CSI is the continual improvement of the effectiveness and efficiency
      2. of IT services, allowing them to better meet business requirements.
   2. Objectives
      1. • to measure and analyze service level achievements by comparing them to the requirements in the Service Level Agreement (SLA)
      2. • to recommend improvements in all phases of the lifecycle
      3. • to introduce activities which will increase the quality, efficiency, effectiveness and customer satisfaction of the services and the IT service management processes
      4. • to operate more cost effective IT services without sacrificing customer satisfaction
      5. • to use suitable quality management methods for improvement activities
   3. Value to the business
      1. • to validate previous decisions
      2. • to set direction for activities in order to meet targets
      3. • to justify (with facts) that a course of action is required
      4. • to identify a point of intervention including required changes and corrective actions
   4. measures and monitors the following matters
      1. • Process compliance - Are the new or modified processes being followed?
      2. • Quality - Do the various process activities meet their goals?
      3. • Performance - How efficient is the process?
      4. • Business value of a process - Does the process make a difference?
   5. Major Concepts
      1. The Continual Service Improvement Model
         1. • What is the Vision? Service Strategy, Service Portfolio
         2. • Where are we now? Baselines taken using Service Portfolios, Service Level Management, and Financial Management for IT etc.
         3. • Where do we want to be? Service Portfolio, Service Measurement and Reporting
         4. • How do we get there? CSI and all ITIL® processes
         5. • Did we get there? Service Measurement and Reporting
         6. • How do we keep the momentum going? Continual Service Improvement.
      2. Deming Approach
         1. Plan-Do-Check-Act Cycle (PDCA)
      3. CSI needs three types of metrics
         1. Technology metrics
         2. Process metrics
         3. Service metrics
      4. Service Improvement Plans
         1. • breaches of Service Level Agreements
         2. • identification of user training and documentation issues
         3. • weak system testing
         4. • identified weak areas within internal and external support groups.
   6. Functions and Processes
      1. Service Level Management
         1. GOAL:
            1. The primary goal of Service Level Management is to ensure that an agreed level of IT service
            2. is provided for all current IT services, and that future services are delivered to agreed achievable
            3. targets. It also proactively seeks and implements improvements to the level of service delivered to
            4. customers and users.
         2. Within Continual Service Improvement, Service Level Management is concerned with
         3. improving services and processes through constant:
         4. • Analyzing data gathered during Service Operation
         5. • Reporting
         6. • Evaluating
         7. • Improving
      2. CSI Improvement Process
         1. GOAL:
            1. To coordinate a structured approach for improvements to IT services and ITSM processes.
         2. Basic concepts
            1. Measuring
            2. baseline
            3. knowledge spiral
         3. 7-step improvement process
            1. 1. What should you measure?
            2. 2. What can you measure?
            3. 3. Data collection (measure)
            4. 4. Data processing
            5. 5. Data analysis
            6. 6. Present and use the information
            7. 7. Implement corrective action
         4. CSI model
            1. I. Determine vision
            2. II. Determine current situation
            3. III. Where do we want to be?
            4. IV. Plan
            5. V. Check
            6. VI. Keep momentum going
      3. Service Measurement and Reporting
         1. GOAL:
            1. To coordinate the design of metrics, data collection and reporting activities from the other processes and functions
         2. four main reasons to monitor and measure
            1. 1. Validate: Are we supporting the strategy and vision?
            2. 2. Direct: Based on factual data, people can be guided to change behavior
            3. 3. Justify: Do we have the right targets and metrics?
            4. 4. Intervene: Take corrective actions such as identifying improvement opportunities
         3. Activities
            1. Gather data
            2. Process and apply data
            3. Publish the information
            4. Tune the reporting to the business