ITILITIL Service Transition : ITIL Service Transition A generic activity or process responsible for….

306 Term alert application application management assessment asset Definition (ITIL® Service Operation) A notification that a threshold has been reached, something has changed, or a failure has occurred.

Alerts are often created and managed by system management tools and are managed by the event management process.

Software that provides functions that are required by an IT service.

Each application may be part of more than one IT service.

An application runs on one or more servers or clients. (ITIL Service Operation) The function responsible for managing applications throughout their lifecycle Inspection and analysis to check whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met.

See also audit. (ITIL® Service Strategy) Any resource or capability.

The assets of a service provider include anything that could contribute to the delivery of a service.

Assets can be one of the following types: management, organization, process, knowledge, people, information, applications, infrastructure, or financial capital.

See also customer asset; service asset; strategic asset. (ITIL Service Transition) A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle.

Formal inspection and verification to check whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met.

An audit may be carried out by internal or external groups.

See RACI. (ITIL Service Operation) Use of information technology to direct an incoming telephone call to the most appropriate person in the shortest possible time.

ACD is sometimes called automated call distribution. asset management audit authority matrix automatic call distribution (ACD) 307 308 ITIL® OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATION KIT BOOK — THIRD EDITION Term availability — Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 314 ITIL® OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATION KIT BOOK — THIRD EDITION Term change evaluation change model Definition (ITIL Service Transition) The process responsible for formal assessment of a new or changed IT service to ensure that risks have been managed and to help determine whether to authorize the change or not. (ITIL® Service Transition) A repeatable way of dealing with a particular category of change.

A change model defines specific agreed steps that will be followed for a change of this category.

Change models may be very complex with many steps that require authorization (eg, major software release) or may be very simple with no requirement for authorization (eg, password reset).

See also change advisory board; standard change. (ITIL® Service Strategy) (ITIL® Service Transition) A document that includes a high level description of a potential service introduction or significant change, along with a corresponding business case and an expected implementation schedule.

Change proposals are normally created by the service portfolio management process and are passed to change management for authorization.

Change management will review the potential impact on other services, on shared resources, and on the overall change schedule.

Once the change proposal has been authorized, service portfolio management will charter the service. (ITIL® Service Transition) A record containing the details of a change.

Each change record documents the lifecycle of a single change.

A change record is created for every request for change that is received, even those that are subsequently rejected.

Change records should reference the configuration items that are affected by the change.

Change records may be stored in the configuration management system or elsewhere in the service knowledge management system.

See request for change. change proposal change record change request Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 315 Term change schedule Definition (ITIL® Service Transition) A document that lists all authorized changes and their planned implementation dates, as well as the estimated dates of longer-term changes.

A change schedule is sometimes called a forward schedule of change, even though it also contains information about changes that have already been implemented. (ITIL® Service Transition) A regular, agreed time when changes or releases may be implemented with minimal impact on services.

Change windows are usually documented in service level agreements. (ITIL® Service Strategy) Requiring payment for IT services.

Charging for IT services is optional and many organizations choose to treat their IT service provider as a cost center. (ITIL Service Operation) A technique used to help identify possible causes of problems.

All available data about the problem is collected and sorted by date and time to provide a detailed timeline.

This can make it possible to identify which events may have been triggered by others. (ITIL® Service Transition) A category that is used to classify configuration items.

The CI type identifies the required attributes and relationships for a configuration record.common CI types include hardware, document, user, etc.

The act of assigning a category to something.

Classification is used to ensure consistent management and reporting.

Configuration items, incidents, problems, changes, etc.

Are usually classified. (ITIL Service Operation) The final status in the lifecycle of an incident, problem, change, etc.

When the status is closed, no further action is taken. (ITIL Service Operation) The act of changing the status of an incident, problem, change, etc.

To closed. change window charging — compliance component component CI confidentiality configuration configuration baseline Definition (ITIL Continual Service Improvement) Control OBjectives for Information and related Technology (COBIT ) provides guidance and best practice for the management of IT processes.

COBIT is published by ISACA in conjunction with the IT Governance Institute (ITGI).

See www.isaca.org for more information.

A guideline published by a public body or a standards organization, such as ISO or BSI.

Many standards consist of a code of practice and a specification.

The code of practice describes recommended best practice.

Ensuring that a standard or set of guidelines is followed or that proper, consistent accounting or other practices are being employed.

A general term that is used to mean one part of something more complex.

For example, a computer system may be a component of an IT service; an application may be a component of a release unit.components that need to be managed should be configuration items. (ITIL Service Transition) A configuration item that is part of an assembly.

For example, a CPU or memory CI may be part of a server CI. (ITIL® Service Design) A security principle that requires that data should only be accessed by authorized people. (ITIL® Service Transition) A generic term used to describe a group of configuration items that work together to deliver an IT service or a recognizable part of an IT service.

Configuration is also used to describe the parameter settings for one or more configuration items. (ITIL® Service Transition) The baseline of a configuration that has been formally agreed and is managed through the change management process.

A configuration baseline is used as a basis for future builds, releases, and changes. Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 317 Term configuration identification Definition (ITIL Service Transition) The activity responsible for collecting information about configuration items and their relationships, and loading this information into the configuration management database.

Configuration identification is also responsible for labeling the configuration items themselves so that the corresponding configuration records can be found. (ITIL® Service Transition) Any component or other service asset that needs to be managed in order to deliver an IT service.

Information about each configuration item is recorded in a configuration record within the configuration management system and is maintained throughout its lifecycle by service asset and configuration management.

Configuration items are under the control of change management.

They typically include IT services, hardware, software, buildings, people, and formal documentation, such as process documentation and service level agreements. (ITIL® Service Transition) A database used to store configuration records throughout their lifecycle.

The configuration management system maintains one or more configuration management databases, and each database stores attributes of configuration items and relationships with other configuration items. (ITIL® Service Transition) A set of tools, data, and information that is used to support service asset and configuration management.

The CMS is part of an overall service knowledge management system and includes tools for collecting, storing, managing, updating, analyzing, and presenting data about all configuration items and their relationships.

The CMS may also include information about incidents, problems, known errors, changes, and releases.

The CMS is maintained by service asset and configuration management and is used by all IT service management processes.

See also configuration management database. Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 configuration item (CI) configuration management database (CMDB) configuration management system (CMS) 318 ITIL® OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATION KIT BOOK — THIRD EDITION Term Definition configuration record (ITIL® Service Transition) A record containing the details of a configuration item.

Each configuration record documents the lifecycle of a single configuration item.

Configuration records are stored in a configuration management database and maintained as part of a configuration management system.

Continual service (ITIL Continual Service Improvement) A stage in the lifecycle of improvement (CSI) a service.

Continual service improvement ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes.

The performance of the IT service provider is continually measured, and improvements are made to processes, IT services, and IT infrastructure in order to increase efficiency, effectiveness, and cost-effectiveness.

Continual service improvement includes the seven-step improvement process.

Although this process is associated with continual service improvement, most processes have activities that take place across multiple stages of the service lifecycle.

See also Plan-Do-Check-Act.

Contract A legally binding agreement between two or more parties control A means of managing a risk, ensuring that a business objective is achieved or that a process is followed.

Examples of control include policies, procedures, roles, RAID, door locks, etc.

A control is sometimes called a countermeasure or safeguard.

Control also means to manage the utilization or behavior of a configuration item, system, or IT service.

Control processes The ISO/IEC 20000 process group that includes change management and configuration management cost effectiveness A measure of the balance between the effectiveness and cost of a service, process, or activity.

A cost-effective process is one that achieves its objectives at minimum cost. Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 — design coordination detection Definition (ITIL® Service Transition) One or more locations in which the definitive and authorized versions of all software configuration items are securely stored.

The definitive media library may also contain associated configuration items, such as licenses and documentation.

It is a single logical storage area, even if there are multiple locations.

The definitive media library is controlled by service asset and configuration management and is recorded in the configuration management system. (ITIL Service Design) (ITIL Service Strategy) The process responsible for understanding, anticipating, and influencing customer demand for services.

Demand management works with capacity management to ensure that the service provider has sufficient capacity to meet the required demand.

At a strategic level, demand management can involve analysis of patterns of business activity and user profiles, while at a tactical level, it can involve the use of differential charging to encourage customers to use IT services at less busy times or require short-term activities to respond to unexpected demand or the failure of a configuration item.

See Plan-Do-Check-Act. (ITIL® Service Transition) The activity responsible for movement of new or changed hardware, software, documentation, process, etc.

To the live environment.

Deployment is part of the release and deployment management process. (ITIL® Service Design) The process responsible for coordinating 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. (ITIL Service Operation) A stage in the expanded incident lifecycle.

Detection results in the incident becoming known to the service provider.

Detection can be automatic or the result of a user logging an incident. Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 321 Term development Definition (ITIL Service Design) The process responsible for creating or modifying an IT service or application ready for subsequent release and deployment.

Development is also used to mean the role or function that carries out development work.

This process is not described in detail within the core ITIL publications. (ITIL Service Operation) A stage in the incident and problem lifecycles.

The purpose of diagnosis is to identify a workaround for an incident or the root cause of a problem.

Information in readable form.

A document may be paper or electronic—for example, a policy statement, service level agreement, incident record, or diagram of a computer room layout.

See also record. (ITIL® Service Design) (ITIL® Service Operation) The time when an IT service or other configuration item is not available during its agreed service time.

The availability of an IT service is often calculated from agreed service time and downtime. (ITIL Service Transition) A stage in the service lifecycle that occurs at the end of deployment and before the service is fully accepted into operation.

During early life support, the service provider reviews key performance indicators, service levels, and monitoring thresholds and may implement improvements to ensure that service targets can be met.

The service provider may also provide additional resources for incident and problem management during this time.

ITIL® Service Transition) A change that must be introduced as soon as possible, for example, to resolve a major incident or implement a security patch.

The change management process will normally have a specific procedure for handling emergency changes.

See also emergency change advisory board. diagnosis document downtime early life support (ELS) emergency change Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 322 — 330 ITIL® OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATION KIT BOOK — THIRD EDITION Term Kepner and Tregoe analysis key performance indicator (KPI) knowledge base knowledge management Definition (ITIL Service Operation) A structured approach to problem solving.

The problem is analyzed in terms of what, where, when, and extent.

Possible causes are identified, the most probable cause is tested, and the true cause is verified. (ITIL® Continual Service Improvement) (ITIL® Service Design) A metric that is used to help manage an IT service, process, plan, project, or other activity.

Key performance indicators are used to measure the achievement of critical success factors.

Many metrics may be measured, but only the most important of these are defined as key performance indicators and used to actively manage and report on the process, IT service, or activity.

They should be selected to ensure that efficiency, effectiveness, and cost effectiveness are all managed. (ITIL Service Transition) A logical database containing data and information used by the service knowledge management system. (ITIL Service Transition) The process responsible for sharing perspectives, ideas, experience, and information and for ensuring that these are available in the right place and at the right time.

The knowledge management process enables informed decisions and improves efficiency by reducing the need to rediscover knowledge.

See also Data-to-Information-to-Knowledge-to-Wisdom, service knowledge management system. (ITIL® Service Operation) A problem that has a documented root cause and a workaround.

Known errors are created and managed throughout their lifecycle by problem management.

Known errors may also be identified by development or suppliers. (ITIL® Service Operation) A database containing all known error records.

This database is created by problem management and used by incident and problem management.

The known error database may be part of the configuration management system or may be stored elsewhere in the service knowledge management system. known error known error database (KEDB) Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 331 Term known error record Definition (ITIL® Service Operation) A record containing the details of a known error.

Each known error record documents the lifecycle of a known error, including the status, root cause, and workaround.

In some implementations, a known error is documented using additional fields in a problem record.

The various stages in the life of an IT service, configuration item, incident, problem, change, etc.

The lifecycle defines the categories for status and the status transitions that are permitted.

For example: •• •• •• live maintainability The lifecycle of an application includes requirements, design, build, deploy, operate, optimize The expanded incident lifecycle includes detection, diagnosis, repair, recovery, and restoration The lifecycle of a server may include ordered, received, in test, live, disposed etc. (ITIL Service Transition) Refers to an IT service or other configuration item that is being used to deliver service to a customer. (ITIL® Service Design) A measure of how quickly and effectively an IT service or other configuration item can be restored to normal working after a failure.

Maintainability is often measured and reported as MTRS.

Maintainability is also used in the context of software or IT service development to mean ability to be changed or repaired easily. (ITIL® Service Operation) The highest category of impact for an incident.

A major incident results in significant disruption to the business.

An informal measure of how easily and effectively an IT service or other component can be managed.

M_o_R includes all the activities required to identify and control the exposure to risk, which may have an impact on the achievement of an organization’s business objectives.

See www.mor-officialsite.com for more details. lifecycle major incident manageability Management of Risk (M_o_R®) Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 332 ITIL® OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATION KIT BOOK — THIRD EDITION Term Definition manual workaround (ITIL® Continual Service Improvement) A workaround that requires manual intervention.

Manual workaround is also used as the name of a recovery option in which the business process operates without the use of IT services.

This is a temporary measure and is usually combined with another recovery option.

Maturity level A named level in a maturity model, such as the Carnegie Mellon Capability Maturity Model Integration mean time between failures (MTBF) (ITIL Service Design) A metric for measuring and reporting reliability.

MTBF is the average time that an IT service or other configuration item can perform its agreed function without interruption.

This is measured from when the configuration item starts working until it next fails.

Mean time between (ITIL Service Design) A metric used for measuring and reporting service incidents reliability.

It is the mean time from when a system or IT service fails (MTBSI) until it next fails.

MTBSI is equal to MTBF plus MTRS.

Mean time to repair The average time taken to repair an IT service or other configuration (MTTR) item after a failure.

MTTR is measured from when the configuration item fails until it is repaired.

MTTR does not include the time required to recover or restore.

It is sometimes incorrectly used instead of mean time to restore service.

Mean time to restore The average time taken to restore an IT service or other configuration service (MTRS) item after a failure.

MTRS is measured from when the configuration item fails until it is fully restored and is delivering its normal functionality.

See also maintainability; mean time to repair.

Metric (ITIL Continual Service Improvement) Something that is measured and reported to help manage a process, IT service, or activity.

See also key performance indicator.

Model A representation of a system, process, IT service, configuration item, etc.

That is used to help understand or predict future behavior. — proactive monitoring proactive problem management problem problem management problem record process Definition (ITIL Service Operation) (ITIL Service Transition) A category used to identify the relative importance of an incident, problem, or change.

Priority is based on impact and urgency and is used to identify required times for actions to be taken.

For example, the service level agreement may state that Priority 2 incidents must be resolved within 12 hours. (ITIL Service Operation) Monitoring that looks for patterns of events to predict possible future failures.

See also reactive monitoring. (ITIL® Service Operation) Part of the problem management process.

The objective of proactive problem management is to identify problems that might otherwise be missed.

Proactive problem management analyzes incident records and uses data collected by other IT service management processes to identify trends or significant problems. (ITIL® Service Operation) A cause of one or more incidents.

The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation. (ITIL Service Operation) The process responsible for managing the lifecycle of all problems.

Problem management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented. (ITIL® Service Operation) A record containing the details of a problem.

Each problem record documents the lifecycle of a single problem.

A structured set of activities designed to accomplish a specific objective.

A process takes one or more defined inputs and turns them into defined outputs.

It may include any of the roles, responsibilities, tools, and management controls required to reliably deliver the outputs.

A process may define policies, standards, guidelines, activities, and work instructions if they are needed. Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 337 Term process control Definition The activity of planning and regulating a process with the objective of performing the process in an effective, efficient, and consistent manner.

A role responsible for the operational management of a process.

The process manager’s responsibilities include planning and coordination of all activities required to carry out, monitor, and report on the process.

There may be several process managers for one process—for example, regional change managers or IT service continuity managers for each data center.

The process manager role is often assigned to the person who carries out the process owner role, but the two roles may be separate in larger organizations.

The person who is held accountable for ensuring that a process is fit for purpose.

The process owner’s responsibilities include sponsorship, design, change management, and continual improvement of the process and its metrics.

This role can be assigned to the same person who carries out the process manager role, but the two roles may be separate in larger organizations.

See live environment.

A temporary organization, with people and other assets, that is required to achieve an objective or other outcome.

Each project has a lifecycle that typically includes initiation, planning, execution, and closure.

Projects are usually managed using a formal methodology, such as PRojects IN Controlled Environments (PRINCE2) or the Project Management Body of Knowledge (PMBOK).

The standard UK government methodology for project management.

See www.princeofficialsite.com for more information.

See also Project Management Body of Knowledge (PMBOK). process manager process owner production environment project PRojects IN Controlled Environments Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 — ITIL® OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATION KIT BOOK — THIRD EDITION Term relationship relationship processes release release and deployment management release package release unit Definition A connection or interaction between two people or things.

In business relationship management, it is the interaction between the IT service provider and the business.

In service asset and configuration management, it is a link between two configuration items that identifies a dependency or connection between them.

For example, applications may be linked to the servers they run on, and IT services have many links to all the configuration items that contribute to that IT service.

The ISO/IEC 20000 process group that includes business relationship management and supplier management (ITIL® Service Transition) One or more changes to an IT service that are built, tested, and deployed together.

A single release may include changes to hardware, software, documentation, processes, and other components. (ITIL Service Transition) The process responsible for planning, scheduling, and controlling the build, test, and deployment of releases and for delivering new functionality required by the business while protecting the integrity of existing services. (ITIL® Service Transition) A set of configuration items that will be built, tested, and deployed together as a single release.

Each release package will usually include one or more release units. (ITIL® Service Transition) Components of an IT service that are normally released together.

A release unit typically includes sufficient components to perform a useful function.

For example, one release unit could be a desktop PC, including hardware, software, licenses, documentation, etc.

A different release unit may be the complete payroll application, including IT operations procedures and user training. Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 341 Term reliability Definition (ITIL® Continual Service Improvement) (ITIL® Service Design) A measure of how long an IT service or other configuration item can perform its agreed function without interruption.

It is usually measured as MTBF or MTBSI.

The term can also be used to state how likely it is that a process, function, etc.

Will deliver its required outputs.

See also availability. (ITIL® Service Transition) Actions taken to recover after a failed change or release.

Remediation may include back-out, invocation of service continuity plans, or other actions designed to enable the business process to continue. (ITIL Service Operation) The replacement or correction of a failed configuration item. (ITIL® Service Transition) A formal proposal for a change to be made.

It includes details of the proposed change and may be recorded on paper or electronically.

The term is often misused to mean a change record or the change itself. (ITIL® Service Operation) The process responsible for managing the lifecycle of all service requests. (ITIL® Service Operation) A repeatable way of dealing with a particular category of service request.

A request model defines specific agreed steps that will be followed for a service request of this category.

Request models may be very simple with no requirement for authorization (eg, password reset) or may be more complex with many steps that require authorization (eg, provision of an existing IT service).

See also request fulfillment. remediation repair request for change (RFC) request fulfillment request model Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 342 — second-line support security security management security management information system (SMIS) security policy server Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 345 Term service Definition A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

The term ‘service’ is sometimes used as a synonym for core service, IT service, or service package.

See also utility; warranty.

Any resource or capability of a service provider.

See also asset. (ITIL Service Transition) The process responsible for ensuring that the assets required to deliver services are properly controlled and that accurate and reliable information about those assets is available when and where it is needed.

This information includes details of how the assets have been configured and the relationships between assets.

See also configuration management system. (ITIL® Service Design) (ITIL® Service Strategy) A database or structured document with information about all live IT services, including those available for deployment.

The service catalog is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business and supporting services required by the service provider to deliver customer-facing services. (ITIL Service Design) The process responsible for providing and maintaining the service catalog and for ensuring that it is available to those who are authorized to access it. (ITIL® Service Strategy) A contract to deliver one or more IT services.

The term is also used to mean any agreement to deliver IT services, whether this is a legal contract or a service level agreement. service asset service asset and configuration management (SACM) service catalog service catalog management service contract Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 346 ITIL® OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATION KIT BOOK — THIRD EDITION — service reporting service request service strategy Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 351 Term service transition Definition (ITIL Service Transition) A stage in the lifecycle of a service.

Service transition ensures that new, modified, or retired services meet the expectations of the business as documented in the Service Strategy and Service Design stages of the lifecycle.

Service transition includes the following processes: transition planning and support, change management, service asset and configuration management, release and deployment management, service validation and testing, change evaluation, and knowledge management.

Although these processes are associated with service transition, most processes have activities that take place across multiple stages of the service lifecycle. (ITIL Service Transition) The process responsible for validation and testing of a new or changed IT service.

Service validation and testing ensures that the IT service matches its design specification and will meet the needs of the business. (ITIL® Continual Service Improvement) The process responsible for defining and managing the steps needed to identify, define, gather, process, analyze, present, and implement improvements.

The performance of the IT service provider is continually measured by this process and improvements are made to processes, IT services, and IT infrastructure in order to increase efficiency, effectiveness, and cost effectiveness.

Opportunities for improvement are recorded and managed in the CSI register. (ITIL Service Operation) A group or team of people who carry out a specific role for a fixed period of time.

For example, there could be four shifts of IT operations control personnel to support an IT service that is used 24 hours a day. (ITIL® Service Operation) Providing a single consistent way to communicate with an organization or business unit.

For example, a single point of contact for an IT service provider is usually called a service desk. service validation and testing seven-step improvement process shift single point of contact Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 352 ITIL® OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATION KIT BOOK — THIRD EDITION — technical observation (TO) technical support a set of related functions. (ITIL® Service Operation) The function responsible for providing technical skills in support of IT services and management of the IT infrastructure.

Technical management defines the roles of support groups, as well as the tools, processes, and procedures required. (ITIL Continual Service Improvement) (ITIL Service Operation) A technique used in service improvement, problem investigation, and availability management.

Technical support staff meet to monitor the behavior and performance of an IT service and make recommendations for improvement.

See technical management. Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 355 Term third-line support Definition (ITIL® Service Operation) The third level in a hierarchy of support groups involved in the resolution of incidents and investigation of problems.

Each level contains more specialist skills, or has more time or other resources.

A threat is anything that might exploit a vulnerability.

Any potential cause of an incident can be considered a threat.

For example, a fire is a threat that could exploit the vulnerability of flammable floor coverings.

This term is commonly used in information security management and IT service continuity management but also applies to other areas, such as problem and availability management.

The value of a metric that should cause an alert to be generated or management action to be taken.

For example, ‘Priority 1 incident not solved within four hours’, ‘More than five soft disk errors in an hour’, or ‘More than 10 failed changes in a month’. (ITIL® Service Transition) A change in state, corresponding to a movement of an IT service or other configuration item from one lifecycle status to the next. (ITIL Service Transition) The process responsible for planning all service transition processes and coordinating the resources that they require (ITIL® Continual Service Improvement) Analysis of data to identify time-related patterns.

Trend analysis is used in problem management to identify common failures or fragile configuration items and in capacity management as a modeling tool to predict future behavior.

It is also used as a management tool for identifying deficiencies in IT service management processes. (ITIL® Service Strategy) An internal service provider that is embedded within a business unit.

There may be several Type I service providers within an organization. threat threshold transition transition planning and support trend analysis Type I service provider Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 356 — Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 374 ITIL® OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATION KIT BOOK — THIRD EDITION information security management 103-4, 149-50, 156, 159, 183, 298, 306, 326, 344, 346, 355 information technology 15, 307, 326-8, 359 infrastructure 14, 16, 27-8, 47, 60-1, 76, 99, 109, 164, 197, 204-8, 244-5, 249, 280-2, 327-8, 351-2 Infrastructure Library 13, 21-2 inputs 39, 59, 69-70, 102, 128, 145, 158, 173, 194, 214-16, 240, 293-6 instructions 2, 4, 66, 112, 357 interaction 203, 221, 340, 348 interfaces 6-8, 39, 46, 50, 52, 70, 72, 103, 120, 126, 135, 145, 147, 158-9, 197, 293-6 Internet 156, 227, 234, 298, 327 interruption 176, 332, 339, 341 investigation 44, 83, 98-9, 101, 104, 121-4, 127, 157, 335-6 investment 22, 30, 51, 171, 278, 349, 360-1 involvement 58, 194, 245, 265 ISO 21, 304, 316, 318, 339-40, 342, 344, 352, 362 ISPs (Internet Service Providers) 34, 36, 227, 327 IT Service Management (ITSM) 1, 6, 14-18, 20-1, 26, 28, 38, 89, 104, 217-18, 252, 303-4, 309-10, 328-9, 347-8, 359 ITIL, core 177, 183, 309, 338, 343 ITIL Continual Service Improvement 163, 308, 311, 313, 316, 318, 324, 327, 332, 348, 354 ITIL Service Design 163, 308, 320-1, 323-4, 326, 332, 335, 339, 345-8, 352-4 ITIL Service Operation 46, 70-1, 75, 102-4, 107-9, 128-9, 142, 145, 306-8, 315, 320-2, 325-30, 3336, 339, 344, 351-4 ITIL Service Strategy 163, 310-12, 320, 334, 349-50 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 375 ITIL Service Transition 307, 314, 316-17, 321, 330-1, 336, 340, 345, 351, 355 J job, batch 164-5, 221, 223, 339 job scheduling 10, 221, 249, 327, 329 K KEDB (Known Error Database) 100, 108, 110, 123-4, 126, 129, 246, 259, 267, 330, 359 key performance indicators 7-8, 73, 104, 129, 148, 159, 214, 308, 319, 322, 330, 332, 348 knowledge 14, 16, 99, 113, 125, 195, 211-12, 228, 233, 245, 247, 258, 261, 273, 337-8, 347 knowledge management 10, 48, 108, 110, 210, 240, 269, 273, 330, 351 known error records 120, 123-5, 128, 271, 330-1, 357 KPIs (Key Performance Indicators) 7-8, 57, 73-4, 104-6, 129-30, 148-9, 159-60, 214, 297, 308, 319, 321-2, 330, 348 L languages 77, 106, 231, 233 library, definitive media 196, 198, 320, 359 lifecycle 6, 37-8, 46-7, 51, 75, 81, 84, 107, 126, 202-4, 314-15, 317-19, 326, 330-1, 336-7, 346-52 lifecycle stages 24, 44, 52, 55, 329 Linked Record 84-8, 91-2 links 3, 69, 101, 203, 243, 340 location 87, 106, 113, 130, 141, 173, 196, 201, 210, 213, 222, 231-2, 242, 320 Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 376 ITIL® OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATION KIT BOOK — THIRD EDITION logs 3-4, 61, 66, 76, 101, 135, 153, 156, 164 M mainframes 42, 223, 229 maintainability 175, 177, 257, 308, 331-2 maintenance 47, 198, 208-9, 222, 248, 259, 269, 273, 282, 292, 324, 335, 352 manageability requirements 250-2, 254 management tool 65-7, 177, 308, 355 manages 39, 46-7, 168, 211, 268, 273, 349 mechanisms 60, 65, 79, 135-6, 143, 153, 190-2, 259, 352 metrics 50, 104, 106, 129-30, 163, 180, 187, 239, 247, 264, 293-6, 312-13, 320, 330, 332, 362-3 Middleware Management 11, 226, 298 model 80, 88, 255-6, 292, 332, 339, 348 modifications 96, 187, 190, 198, 254-5, 313 money 19, 27, 29, 167, 310, 333, 342, 353 monitor 54, 134, 172, 216-17, 257, 262, 282, 296, 300, 327, 337, 354 Monitor Control Loops 10, 214, 216-17, 297, 333 monitoring 10, 50, 59-61, 64, 70, 155, 167, 213-14, 216, 218, 225-7, 239, 249, 296-7, 333, 335-6 MTBF (Mean time between failures) 176, 180, 248, 332, 341, 359 MTBSI (Mean time between system incidents) 176, 180, 260, 332, 341, 359 MTRS 175, 179-80, 331-2, 359

Read more about ITIL Service Transition : ITIL Service Transition A generic activity or process responsible for….:

Accredited ITIL Foundation, Intermediate and Expert Certifications

Accredited ITIL Foundation, Intermediate and Expert Certifications, Learn more about ITIL HERE:

ITIL and ITIL Service Transition : ITIL Service Transition A generic activity or process responsible for….

ITIL - ITIL Service Transition : ITIL Service Transition A generic activity or process responsible for….

ITIL and ITIL Service Transition : ITIL Service Transition A generic activity or process responsible for….

ITIL - ITIL Service Transition : ITIL Service Transition A generic activity or process responsible for….

Categories: News

Related Posts

News

ITIL PREDICTIVE ANALYTICS REPORT

  This ITIL report evaluates technologies and applications in terms of their business impact, adoption rate and maturity level to help users decide where and when to invest. The Predictive Analytics Scores below – ordered Read more…

News

Cybersecurity PREDICTIVE ANALYTICS REPORT

Read online and subscribe to Predictive Analytics Email Updates HERE You can have a say in which analytics you need in which timeframe: simply add your (anonymous) need to the list at https://theartofservice.com/predictive-analytics-topics-reports-urgency and we Read more…

News

Storage Technologies PREDICTIVE ANALYTICS REPORT

  This Storage Technologies report evaluates technologies and applications in terms of their business impact, adoption rate and maturity level to help users decide where and when to invest. This predictive analytics evaluates 36 storage-related Read more…