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■ INDEX Problem management (cont.) seven-step improvement process, 188 investigation and diagnosis, 186 IT world, 178 KEDB, 182 known error, 181 lifecycle, 182–184 logging analysis/trending, 186 attributes, 185 event management, 186 major incidents, 186 partners/suppliers, 186 objectives, 180 parallel observations, 178 permanent solution, 182 prioritization, 186 RCA, 181 resolution, 178, 187 root cause, 181 scope, 180 workaround, 182 Process metrics, 218 Process model, 11–12 Project Management Institute (PMI), 132 Project-related communication, 159 Proprietary knowledge, 5 R RACI matrix accountable, 41 ambiguity, 41 consulted, 41 informed, 41 maintenance activities, examples, 42 responsible, 41 rules, 42–43 Reactive problem management, 180 Release and deployment management, 131, 188 big-bang approach, 136 CAB, 136 deployment, 134 implementation plan, 133 objectives, 133 phases, 134–135 release and deployment planning, 134, 135 release build and test, 134, 135 retiring of services, 136 review and close, 134, 136 scope, 134 transferring services to another service provider, 136 Request for change (RFC), 127 Request fulfillment management objectives, 177 scope, 177–178 service request, 176 Resolution SLAs, 166, 167 Resources, 23 Response SLAs, 166, 167 Risk management analysis, 53 defined, 52 identification, 52 pro-active, 53 reactive, 53 risk assessment, 52 Root cause analysis (RCA), 181 Root cause, problem management, 181 Routine operational communication, 159 S SAP team, 190 Service asset and configuration management (SACM), 131, 188 attributes of server, 137–138 CI, 137 CMDB, 138 CMS, 139–140 definition, 138 DML, 140–141 DS, 140–141 individual elements, 136 ITIL framework, 136 lifecycle, 136 objectives, 141–142 scope, 142 Service assets, 24 Service availability, 95 availability, 96 maintainability, 97 reliability, 97 serviceability, 98 vital business functions, 98–99 Service capability modules, 232 248
■ INDEX Service catalog management, 177 objectives, 86 service types, 82 structure, 83–85 views, 83, 85 Service design aspects, 69, 71 objectives, 66 package, 71 partners, 69 people, 69 processes, 68 availability management (see Availability management) capacity management, 100–103 design coordination, 108–110 information security management, 86–89 IT service continuity management, 103–108 service catalog management (see Service catalog management) service-level management (see Service-level management) supplier management, 89–93 products, 69 purpose, 65 value of, 67 Service design package (SDP), 71–72, 109 Service desk availability and capacity management, 192 benefits, 192 design, 191 e-mails requesting support, 191 objectives, 193 with previous organization’s structure, 193 and product help lines, 191 service-level management, 192 setups, 197 structures advantages and disadvantages, 193 centralized service desk, 195 certain standardized principles, 193 local service desk, 194 manned by people, 193 strategy, 193 virtual service desk, 196 Service improvement plan (SIP), 79–80 Service knowledge management system (SKMS), 144, 148–149, 178, 196 Service-level agreement (SLA), 9, 27–28, 159, 161, 166–167 Service-level management (SLM), 61, 161, 189 vs. BRM, 80 interfaces, 80–81 multilevel service-level agreement, 76 objectives, 73 service-level agreement frameworks, 75 service reporting, 77–78 service reviews, 78 SIP, 79–80 SLRs, 73–74 Service-level requirements (SLRs), 73–74 Service-level targets (SLT), 74 Service lifecycle modules, 231 Service metrics, 218 Service operations access management, 189 communication, 158 event management, 159 functions (see Functions) incident management (see Incident management) in IT service management industry, 156 lifecycle phase, 155 objectives, 156 problem management (see Problem management) request fulfillment process, 175 scope, 157 in service transition phase, 155 strategy, 155 technological innovations and advancements, 155 value, 157–158 Service providers entity delivering service, 24 external, 25 internal, 24 organization, 143 shared, 25 Service request characterization, 176 vs. incidents, 176 and service catalog, 177 vs. standard changes, 176–177 249
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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1.9.1.2 Process Deliver Specific Re
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Chapter 2 ■ Generic Concepts Chap
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Chapter 2 ■ Generic Concepts Tabl
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Chapter 2 ■ Generic Concepts 2.1.
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 2 ■ Generic Concepts ENAB
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Chapter 2 ■ Generic Concepts Figu
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Chapter 2 ■ Generic Concepts rece
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CHAPTER 3 ITIL Service Lifecycle Th
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Serv
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 4 ■ Service Strategy know
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4.8.1.1.3 Retired Services Chapter
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Chapter 4 ■ Service Strategy thro
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Chapter 4 ■ Service Strategy that
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Chapter 4 ■ Service Strategy 2. V
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Chapter 5 ■ Service Design Some e
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Chapter 5 ■ Service Design 5.4 Fo
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Chapter 5 ■ Service Design 4. Pro
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Chapter 5 ■ Service Design • Se
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Chapter 5 ■ Service Design To sta
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Chapter 5 ■ Service Design 5.7.1.
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Chapter 5 ■ Service Design 7. If
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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Chapter 6 ■ Service Transition Cr
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Chapter 6 ■ Service Transition It
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.4.1.10 Change Management Interfac
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Chapter 6 ■ Service Transition 10
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6.5 Practice Exercises 1. Which of
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Chapter 6 ■ Service Transition 10
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations
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Page 255 and 256: Index A Access management and info
Page 257 and 258: ■ INDEX definition, 108 objective
Page 259: ■ INDEX J JAVA team, 190 K Key
Page 263: ■ INDEX OR gate, 19 parts, 20 per
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