■ INDEX Change management (cont.) incident management, 131 information security management, 132 IT service continuity management, 132 IT service management space, 131 problem management, 131 release and deployment management, 131 service asset and configuration management, 131 ITIL, 118 normal change, 125 objectives, 119 performed on IT services, 118 scope, 120 types of change requests emergency changes, 121 normal changes, 121 standard changes, 122 Change remediation, 124 Citrix, 134 Communication channels, 158 Communication in service operations, 158 Component availability, 96 Configuration items (CIs), 119, 133–134, 136–142 Configuration management database (CMDB), 138 Configuration management system (CMS), 133, 139–140, 148, 152 Content management system (CMS), 66 Continual service improvement (CSI), 38, 161, 188 activities, 215 approach, 214–215 assessment, 215 baselines, 217 budgets, 216 business targets, 215 continuous vs. continual, 210–211 costs, customer, 215 critical success factors, 219 Deming’s PDCA cycle (see Plan-Do- Check-Act (PDCA) cycle) KPIs, 219–220 measurements, 216, 220 metrics definition, 217 incidents, 217 process, 218 service, 218 technology, 218 monitoring, measuring and reporting, 216 practice exercises, 225–226 products and services, 209 register, 216–217 service provider, 210 seven-step improvement process data analysis, 223 data gathering, 223 data-information-knowledgewisdom model, 221 data processing, 223 implementation, 223 information, 223 lifecycle phases, 221 measure, 222 objectives, 224 scope, 224 strategy, 222 theory of evolution, 209 vision, 215 Control Objectives for Information and Related Technology (COBIT), 1 CSI. See Continual service improvement (CSI) Customer assets, 24 Customers internal and external difference, 9 IT service management, 8 organizations, 8–9 Customer satisfaction (CSAT), 164 D Data-to-information to knowledge-towisdom (DIKW) concept information, 145–146 knowledge, 146–147 lifecycle of transformation, 144 pyramid model, 144–145 structure, 144 wisdom, 147–148 Definitive media library (DML), 133, 135–136, 140–142 Definitive spares (DS), 140–141 Deming’s quality principles, 33 Design coordination 244
■ INDEX definition, 108 objectives, 109 scope, 109 Detroit service desk, 198 Diesel generator (DG), 108 Disaster recovery (DR), 104 Distributed denial of service (DDoS) attacks, 87 Document CIs, 138 E E-mail/chat, 170 Emergency change advisory board (ECAB), 130 Emergency changes, 121 Event management, 170 definition, 159 exception events, 162 informational events, 162 monitoring tools, 160 nuances of events, 160 objectives, 160 scope, 161 service operations lifecycle phase, 159 warning events, 162 Examination day, 237–238 Exception events, 162 F Facilities management, 205 Finance application, 165 Follow-the-sun model, 197 Functions application management, 191, 200 concept, 190 definition, 191 IT operations management, 191, 204 service desk, 191 service operations, 191 technical management, 191, 199 G Governance process, 119 H Hard disk replacement, change models, 122–123 Hardware CIs, 134, 138 Human CIs, 138 I Incident management, 39, 131, 188 categorization, 171 closure, 173 customer satisfaction and agility, 163 definition, 163–164 diagnosis and investigation, 172 identification e-mail/chat, 170 event management, 170 telephone, 170 and triggering, 170 web interface, 170 Internet service, 163 ITIL process, 163 IT service, 163 lifecycle, 168 logging, 170 major incident managers, 167 models, 174 objectives, 164 prioritization, 172 e-mail and finance application, 165 impact and urgency, 166 matrix, 166 network connectivity, 165 and parameters, 167 PDF viewer, 165 resolution and response SLAs, 166, 167 reactive process, 163 resolution and recovery, 173 scope, 165 statuses, 174 Informational events, 162 Information security management, 132 availability, 87 confidentiality, 87 245
- Page 1 and 2:
Become ITIL Foundation Certified in
- Page 3 and 4:
Become ITIL Foundation Certified in
- Page 5 and 6:
Contents at a Glance About the Auth
- Page 7 and 8:
■ Contents 1.8 Internal and Exter
- Page 9 and 10:
■ Contents ■Chapter ■ 4: Serv
- Page 11 and 12:
■ Contents 6.4 Service Transition
- Page 13 and 14:
■ Contents ■Chapter ■ 9: ITIL
- Page 15 and 16:
About the Technical Reviewer Sumit
- Page 17 and 18:
Preface When my first book, Communi
- Page 19 and 20:
CHAPTER 1 Service Management as a P
- Page 21 and 22:
Chapter 1 ■ Service Management as
- Page 23 and 24:
Chapter 1 ■ Service Management as
- Page 25 and 26:
Chapter 1 ■ Service Management as
- Page 27 and 28:
Chapter 1 ■ Service Management as
- Page 29 and 30:
1.9.1.2 Process Deliver Specific Re
- Page 31 and 32:
Chapter 1 ■ Service Management as
- Page 33 and 34:
Chapter 1 ■ Service Management as
- Page 35 and 36:
Chapter 2 ■ Generic Concepts Chap
- Page 37 and 38:
Chapter 2 ■ Generic Concepts Tabl
- Page 39 and 40:
Chapter 2 ■ Generic Concepts 2.1.
- Page 41 and 42:
Chapter 2 ■ Generic Concepts 2.2.
- Page 43 and 44:
Chapter 2 ■ Generic Concepts ENAB
- Page 45 and 46:
Chapter 2 ■ Generic Concepts Figu
- Page 47 and 48:
Chapter 2 ■ Generic Concepts rece
- Page 49 and 50:
CHAPTER 3 ITIL Service Lifecycle Th
- Page 51 and 52:
Chapter 3 ■ ITIL Service Lifecycl
- Page 53 and 54:
Chapter 3 ■ ITIL Service Lifecycl
- Page 55 and 56:
3.2 ITIL Roles Chapter 3 ■ ITIL S
- Page 57 and 58:
3.2.6 Generic Role: Process Practit
- Page 59 and 60:
Chapter 3 ■ ITIL Service Lifecycl
- Page 61 and 62:
CHAPTER 4 Service Strategy A strate
- Page 63 and 64:
4.1.4 Patterns Chapter 4 ■ Servic
- Page 65 and 66:
Chapter 4 ■ Service Strategy Serv
- Page 67 and 68:
Chapter 4 ■ Service Strategy Figu
- Page 69 and 70:
4.6.1.2 Risk Analysis Chapter 4 ■
- Page 71 and 72:
Chapter 4 ■ Service Strategy know
- Page 73 and 74:
4.8.1.1.3 Retired Services Chapter
- Page 75 and 76:
Chapter 4 ■ Service Strategy thro
- Page 77 and 78:
Chapter 4 ■ Service Strategy that
- Page 79 and 80:
Chapter 4 ■ Service Strategy 2. V
- Page 81 and 82:
Chapter 5 ■ Service Design Some e
- Page 83 and 84:
Chapter 5 ■ Service Design 5.4 Fo
- Page 85 and 86:
Chapter 5 ■ Service Design 4. Pro
- Page 87 and 88:
Chapter 5 ■ Service Design • Se
- Page 89 and 90:
Chapter 5 ■ Service Design To sta
- Page 91 and 92:
Chapter 5 ■ Service Design 5.7.1.
- Page 93 and 94:
Chapter 5 ■ Service Design Jan Fe
- Page 95 and 96:
Chapter 5 ■ Service Design with t
- Page 97 and 98:
Chapter 5 ■ Service Design Think
- Page 99 and 100:
Chapter 5 ■ Service Design To sta
- Page 101 and 102:
Chapter 5 ■ Service Design have a
- Page 103 and 104:
Chapter 5 ■ Service Design Polici
- Page 105 and 106:
Chapter 5 ■ Service Design Tradit
- Page 107 and 108:
Chapter 5 ■ Service Design Unlike
- Page 109 and 110:
Chapter 5 ■ Service Design 5.7.5
- Page 111 and 112:
Chapter 5 ■ Service Design For ex
- Page 113 and 114:
Chapter 5 ■ Service Design Anyway
- Page 115 and 116:
Chapter 5 ■ Service Design 5.7.5.
- Page 117 and 118:
Chapter 5 ■ Service Design 5.7.6.
- Page 119 and 120:
Chapter 5 ■ Service Design busine
- Page 121 and 122:
Chapter 5 ■ Service Design 3. Agr
- Page 123 and 124:
Chapter 5 ■ Service Design 5.7.7.
- Page 125 and 126:
Chapter 5 ■ Service Design When d
- Page 127 and 128:
Chapter 5 ■ Service Design 7. If
- Page 129 and 130:
CHAPTER 6 Service Transition Transi
- Page 131 and 132:
Chapter 6 ■ Service Transition
- Page 133 and 134:
Chapter 6 ■ Service Transition
- Page 135 and 136:
6.4.1.3 Types of Change Requests Ch
- Page 137 and 138:
Chapter 6 ■ Service Transition Cr
- Page 139 and 140:
Chapter 6 ■ Service Transition It
- Page 141 and 142:
6.4.1.7.1 Create a Request for Chan
- Page 143 and 144:
6.4.1.7.7 Review and Change Closure
- Page 145 and 146:
6.4.1.10 Change Management Interfac
- Page 147 and 148:
Chapter 6 ■ Service Transition fr
- Page 149 and 150:
Chapter 6 ■ Service Transition Au
- Page 151 and 152:
Chapter 6 ■ Service Transition an
- Page 153 and 154:
Chapter 6 ■ Service Transition Ac
- Page 155 and 156:
Chapter 6 ■ Service Transition Th
- Page 157 and 158:
Chapter 6 ■ Service Transition 6.
- Page 159 and 160:
Chapter 6 ■ Service Transition WI
- Page 161 and 162:
Chapter 6 ■ Service Transition Co
- Page 163 and 164:
Chapter 6 ■ Service Transition 10
- Page 165 and 166:
6.5 Practice Exercises 1. Which of
- Page 167 and 168:
Chapter 6 ■ Service Transition 10
- Page 169 and 170:
Chapter 7 ■ Service Operations I
- Page 171 and 172:
Chapter 7 ■ Service Operations
- Page 173 and 174:
Chapter 7 ■ Service Operations Yo
- Page 175 and 176:
Chapter 7 ■ Service Operations
- Page 177 and 178:
Chapter 7 ■ Service Operations Th
- Page 179 and 180:
Chapter 7 ■ Service Operations In
- Page 181 and 182:
Chapter 7 ■ Service Operations I
- Page 183 and 184:
Chapter 7 ■ Service Operations In
- Page 185 and 186:
Chapter 7 ■ Service Operations In
- Page 187 and 188:
Chapter 7 ■ Service Operations 7.
- Page 189 and 190:
Chapter 7 ■ Service Operations 7.
- Page 191 and 192:
Chapter 7 ■ Service Operations Mo
- Page 193 and 194:
Chapter 7 ■ Service Operations Th
- Page 195 and 196:
Chapter 7 ■ Service Operations 7.
- Page 197 and 198:
Chapter 7 ■ Service Operations In
- Page 199 and 200:
Chapter 7 ■ Service Operations 7.
- Page 201 and 202:
Chapter 7 ■ Service Operations 7.
- Page 203 and 204:
Chapter 7 ■ Service Operations
- Page 205 and 206: Chapter 7 ■ Service Operations No
- Page 207 and 208: Chapter 7 ■ Service Operations Th
- Page 209 and 210: Chapter 7 ■ Service Operations It
- Page 211 and 212: Chapter 7 ■ Service Operations at
- Page 213 and 214: Chapter 7 ■ Service Operations 7.
- Page 215 and 216: Chapter 7 ■ Service Operations Ga
- Page 217 and 218: Chapter 7 ■ Service Operations Ap
- Page 219 and 220: Chapter 7 ■ Service Operations 7.
- Page 221 and 222: Chapter 7 ■ Service Operations 7.
- Page 223 and 224: Chapter 8 ■ Continual Service Imp
- Page 225 and 226: Chapter 8 ■ Continual Service Imp
- Page 227 and 228: Chapter 8 ■ Continual Service Imp
- Page 229 and 230: Chapter 8 ■ Continual Service Imp
- Page 231 and 232: Chapter 8 ■ Continual Service Imp
- Page 233 and 234: Chapter 8 ■ Continual Service Imp
- Page 235 and 236: Chapter 8 ■ Continual Service Imp
- Page 237 and 238: Chapter 8 ■ Continual Service Imp
- Page 239 and 240: Chapter 8 ■ Continual Service Imp
- Page 241 and 242: Chapter 9 ■ ITIL Foundation Exam
- Page 243 and 244: Chapter 9 ■ ITIL Foundation Exam
- Page 245 and 246: Chapter 9 ■ ITIL Foundation Exam
- Page 247 and 248: Chapter 9 ■ ITIL Foundation Exam
- Page 249 and 250: Chapter 9 ■ ITIL Foundation Exam
- Page 251 and 252: Chapter 9 ■ ITIL Foundation Exam
- Page 253 and 254: Chapter 9 ■ ITIL Foundation Exam
- Page 255: Index A Access management and info
- Page 259 and 260: ■ INDEX J JAVA team, 190 K Key
- Page 261 and 262: ■ INDEX Service catalog managemen
- Page 263: ■ INDEX OR gate, 19 parts, 20 per