How ITIL roles help to define more important responsibilities If you’re an IT manager, you already know how important it is to have an IT team that fully understands what needs to be done, and in particular what each member needs to primarily focus on. If you are not involved in IT management, (and [...]
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Handling ITIL Role Conflicts Although it’s clear (at least in theory) that the addition of various ITIL roles can improve the quality of an organization’s services, it should be noted that internal conflict among these “roles” is still very likely to occur. Nearly everyone involved in the IT profession is aware of the fact [...]
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Examining ITIL 2011, through its Wikipedia entry Who doesn’t love wikipedia with its plentiful bounty of knowledge? However, despite its encyclopedic-like design and glossary-esque format, there are often things that may still be missing from various entries; this is especially true when it comes to ITIL. For example, there’s no mention of how ITIL is [...]
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How ITIL can help with building a cloud strategy Cloud strategy is the most important part of the service. This is where it needs to start. When you peel away the outer layers of a cloud computing infrastructure to see what makes it tick, so to speak, you will discover groups of services. These services [...]
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ITIL and ITSM are not the same One of the more common misnomers that people often confront is the disparity between ITIL and ITSM; this is to say that the two items are often confused for one another in a sense. Let’s clarify, shall we? ITIL stands for Information Technology Infrastructure Library; it is a [...]
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How comprehensive is the ITIL Expert Pathway package, and what’s included? Once a person becomes certified in ITIL® Foundation, where can they go from there? What if someone wants to take their knowledge of ITIL to the very limit, or perhaps make an attempt to totally master the field? Luckily, one doesn’t have to enroll [...]
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Five volumes make up the IT Infrastructure Library (Version 3). * Service Strategy. * Service Design. * Service Transition. * Service Operation. * Continual Service Improvement.
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ITIL® – Certification Kits The Art of Service store.theartofservice.com/certification-kits/itil.html Items 1 – 15 of 79 … ITIL® 2011 Foundation – Complete Examination Package. Regular Price: …ITIL® 2011 Foundation – eLearning Plus exam Prep. $195.00 As … The following section provides example reasoning for each answer. This is only a guide however, and does not cover every possible reason why an answer is [...]
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* What is the Vision? Service Strategy, Service Portfolio * Where are we now? Baselines taken using Service Portfolios, Service Level Management, and Financial Management for IT etc. * Where do we want to be? Service Portfolio, Service Measurement and Reporting * How do we get there? CSI and all ITIL®® processes * Did we [...]
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The term Change is has many meanings, however the best definition of a service change is: “Any alteration in the state of a Configuration Item (CI). This includes the addition, modification or removal of approved, supported or baselined hardware, network, software, application, environment, system, desktop build or associated documentation.” It is important that every organization [...]
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Capacity Management consists of these main activities: 1. Performance Monitoring – Measuring, monitoring, and tuning the performance of IT services and the individual infrastructure components 2. Demand Management – Short term reactive implementation of strategies considered within Service Strategy to manage current demand 3. Application Sizing – Determining the hardware or application capacity required to [...]
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To assist with your learning and understanding of how the phases and processes work together, the following scenario will be used throughout this book. This simplistic overview of a service gives examples of how the processes are utilized to create the service. The business has requested that they would like to be able to use [...]
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The Service Strategy phase enables the organization to ensure that the organizational objectives for IT are defined and that Services and Service Portfolios are maximized for value. Other benefits delivered include: Enhanced ability to predict the resources required to fund IT Clearer visibility of the costs for providing IT Services Quality information to support investment [...]
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Demand Management was previously an activity found within Capacity Management, and now within Version 3 of ITIL®® it has been made a separate process found within the Service Strategy phase. The reasoning behind this is that before we decide how to design for capacity, decisions must be made regarding why demand should be managed in [...]
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The processes included in the Service Strategy lifecycle phase are: Financial Management Demand Management. These two processes work together to enable an IT organization to maximize the value of services being provided to customers and supply quality information to other ITSM processes. Although they are primarily strategic in nature, these processes also incorporate activities that [...]
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Risk is defined as uncertainty of outcome, whether it may result in a positive opportunity or negative threat. Managing risks requires the identification and control of the exposure to risk, which if materialized may have an impact on the achievement of an organization’s business objectives. Every organization manages its risk, but not always in a [...]
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A Service Asset is any resource or capability used in the provision of services. Organizations use them to create value in the form of goods and services for customers. Resources Capabilities Input to a process is consumed and manipulated to produce an output. Used to coordinate, control and deploy resources. Easy to acquire, can typically [...]
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Perhaps historically, both providers and customers have used price as the focal point for communication and negotiation, but it is this path that ultimately leads to a negative experience for both parties. One of the key mantras that exist for any modern Service provider (IT or otherwise) is that it is essential to clearly establish [...]
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Service Strategy has the potential for many significant benefits to be delivered to the IT organization and the business/customers it serves. However in many cases, these benefits fail to be realized due to insufficient connection and interfaces with other elements of the Service Lifecycle. For example: The IT Strategy Group from an international banking and [...]
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The primary objectives of Service Strategy are to: Design, develop and implement service management as a strategic asset and to assist growth of the organization Develop the IT organization’s capability to manage the costs and risks associated with their service portfolios Define, review and update the strategic objectives of the IT organization. By achieving these [...]
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