02 ITIL - Service Design - Ebook download as PDF File .pdf) or read book online. ITIL Service Lifecycle (ITIL V3). Last lecture. Today. (OGC, ). Service Design. • Design of new or changed services for introduction into live. ITIL V3 Service Design tvnovellas.info Pages·· MB·1, Downloads. ITIL® Service Design tvnovellas.info IT. IL. ®. Se rvice.
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ITIL® Service Design tvnovellas.info IT. IL. ®. Se rvice. D e sig n. edition. BEST MANAGEM. EN. T PRACTICE PRODUCT. Service Design according to ITIL® tvnovellas.info This ebook is the 2nd volume of our series „ITSM Processes according to ITIL® “ based. Service Operation according to ITIL® tvnovellas.info This ebook is the 4th volume of our series „ITSM Processes according to ITIL® “ based.
This step-by-step approach to planning focuses on quality and efficiency, leading to robust IT services that will stand the test of time. Understanding IT practices, processes and their governing policies will lead to excellence in IT service design. This publication describes an approach to ensure the most relevant IT services are introduced into fully supported environments, meeting an organization's current and future business needs. Valuable on its own, ITIL Service Design will give even greater benefits when used as part of the fully integrated approach described by the other core publications in the ITIL lifecycle suite. This publication represents the combined experience and knowledge of practitioners from across the world. It contains the knowledge and skills needed to design IT solutions that consistently meet customers' requirements and deliver targeted benefits to businesses.
In ITIL, capacity is defined as the maximum throughput a service, system, or device can handle. IT Security Management IT Security Management focuses on the protection of five basic qualities of information assets: Confidentiality: Assurance that the asset is only available to appropriate parties Integrity: Assurance that the asset has not been modified by unauthorized parties Availability: Assurance that the asset may be utilized when required Authenticity: Assurance that the transactions and the identities of parties to transactions are genuine Non-Repudiation: Assurance that transactions, once completed, may not be reversed without approval Supplier Management Supplier Management is the process charged with obtaining value for money from third-party suppliers.
Supplier Management handles supplier evaluation, contract negotiations, performance reviews, renewals and terminations. In this phase of the life cycle, the design is built, tested and moved into production to enable the business customer to achieve the desired value. This phase addresses managing changes such as controlling the assets and configuration items e.
Additionally, the phase handles service validation, and testing and transition planning, the latter ensuring that users, support personnel and the production environment have been prepared for the release to production. Change Management The objective of this process activity is to control the lifecycle of all the changes.
The primary objective of Change Management is to enable beneficial changes to be made with minimum disruption to IT services. Change Evaluation The objective of the change evaluation process is to assess major changes, like the introduction of a new service or a substantial change to an existing service, before those changes are allowed to proceed to the next phase in their lifecycle. Project Management Transition Planning and Support This process is aimed at planning and coordinating use of resources to deploy a major release within the predicted cost, time and quality estimates.
Application Development This makes available the applications and systems which provide the required functionality of IT services.
This process includes the development and maintenance of custom applications as well as the customization of products from software vendors. Release and Deployment Management The objective of this process is to plan, schedule and control the movement of releases to test and live environments. The primary goal is to ensure that the integrity of the live environment is protected and that the correct components are released.
Service Validation and Testing This ensures that deployed releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.
Service Asset and Configuration Management The objective is to maintain information about Configuration Items required to deliver an IT service, including their relationships. Knowledge Management The objective is to gather, analyze, store and share knowledge and information within an organization.
The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge. Incident Management The objective is to manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.
Request Fulfilment The objective is to fulfill Service Requests, which in most cases are minor Changes e. Access Management The objective is to grant authorized users the right to use a service, while preventing access to unauthorized users. The Access Management processes essentially execute policies defined in Information Security Management.
Problem Management The process objective is to manage the lifecycle of all problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented.
Proactive Problem Management analyzes incident records, and uses data collected by other IT Service Management processes to identify trends or significant problems. The process objective of IT Operations Control is to execute day-to-day routine tasks related to the operation of infrastructure components and applications. This includes job scheduling, backup and restore activities, print and output management, and routine maintenance.
Facilities Management The process objective is to manage the physical environment where the IT infrastructure is located. Facilities Management includes all aspects of managing the physical environment, for example power and cooling, building access management, and environmental monitoring. Application Management Application Management is responsible for managing applications throughout their lifecycle.
Technical Management Technical Management provides technical expertise and support for management of the IT infrastructure. The objective of this is to make sure that IT services are delivered effectively and efficiently.
The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks. Service operation delivers the service on an ongoing basis, overseeing the daily overall health of the service. This includes managing disruptions to service through rapid restoration after incidents; determining the root cause of problems and detecting trends associated with recurring issues; handling daily routine end-user requests; and managing service access.
Part of: Service Design identifies service requirements and devises new service offerings as well as changes and improvements to existing ones. Use the following links to open the process overview of Service Design showing the most important interfaces:. From IT Process Wiki.
Jump to: Design Coordination Process Objective: To coordinate all service design activities, processes and resources. Design coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics.
Service Catalogue Management Process Objective: To ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. Service Catalogue Management provides vital information for all other Service Management processes: Service details, current status and the services' interdependencies.
Service Level Management Process Objective: To negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. Service Level Management is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels. Risk Management Process Objective: To identify, assess and control risks.
This includes analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats.
Capacity Management Process Objective: To ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner. Capacity Management considers all resources required to deliver the IT service, and plans for short, medium and long term business requirements.