PlAwAnSaI
Administrator
Foundation
[*]www.bloggang.com/mainblog.php?id=ano
[*]Objectives of service level management:
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of service provided
3: Monitoring and improving customer satisfaction
[*]Process practitioner role is responsible for carrying out the activities of a process.
[*]IT operations management is responsible for monitoring activities and events in the IT infrastructure.
[*]Data - Information - Knowledge - Wisdom is a hierarchy that is used in knowledge management.
[*]At service design: Design the processes stage of the service lifecycle should the process necessary to operate a new service be defined.
[*]Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented are public frameworks, such as ITIL, attractive when compared to proprietary knowledge.
[*]A change model should:
1. The steps that should be taken to handle the change.
2. Responsibilities; who should do what, including escalation.
3. Timescales and thresholds for completion of the actions.
[*]Service Design is MOST concerned with the design of new or changed services.
[/list]ITIL = Information Technology Infrastructure Library
Free ITIL Tool Set
www.combodo.com/itop-access-to-the-demonstration
Continual Service Improvement
[*]www.bloggang.com/mainblog.php?id=ano
[*]Objectives of service level management:
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of service provided
3: Monitoring and improving customer satisfaction
[*]Process practitioner role is responsible for carrying out the activities of a process.
[*]IT operations management is responsible for monitoring activities and events in the IT infrastructure.
[*]Data - Information - Knowledge - Wisdom is a hierarchy that is used in knowledge management.
[*]At service design: Design the processes stage of the service lifecycle should the process necessary to operate a new service be defined.
[*]Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented are public frameworks, such as ITIL, attractive when compared to proprietary knowledge.
[*]A change model should:
1. The steps that should be taken to handle the change.
2. Responsibilities; who should do what, including escalation.
3. Timescales and thresholds for completion of the actions.
[*]Service Design is MOST concerned with the design of new or changed services.
[/list]ITIL = Information Technology Infrastructure Library
- Service Strategy (SS)
- Service Design (SD)
- Service Transition (ST)
- Service Operation (SO) and
- Continual Service Improvement (CSI)
- Value, Service Asset
- Service Portfolio Management
- Financial Management
- Business Relationship Management
- Service Design Package (SDP), 4Ps: People, Products/Technology, Partners/Suppliers, Processes
- 5 Aspects: Service Solutions for New or Changed Services, Management Information Systems and Tools, Technology Architectures and Management Architectures, Processes Required, Measurement Methods and Metrics
- Design Coordination
- Service Level Management (SLM)
- SLA
- Service-based
- Customer-based
- Multilevel
- OLA
- Contract
- Service Level Requirement (SLR)
- Service Improvement Plan (SIP)
- SLA Monitoring (SLAM)
- SLA
- Service Catalogue Management
- Availability Management:
Availability Plan:- Component
- Service
- Mean Time Between Service Incidents (MTBSI)
- Mean Time Between Failures (MTBF): Up Time
- Capacity Management: Performance
Capacity Plan: Patterns of Business Activity (PBAs)- Component
- Service
- Business
- Supplier Management
- Information Security Management (ISM): Security Policy
- IT Services Continuity Management (ITSCM)
- Business Impact Analysis (BIA)
- Risk Assessment
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Transition Planning and Support
- Knowledge Management: Data-to-Information-to-Knowledge-to-Wisdom (DIKW)
Known Error Database (KEDB):- Known Error
- Workaround
- Resolution
- Event Management
- Incident Management
Priority:
Impact
H | M | L
H | 1 | 2 | 3
Urgency M | 2 | 3 | 4
L | 3 | 4 | 5
- Problem Management
- Request Fulfillment
- Access Management
Free ITIL Tool Set
www.combodo.com/itop-access-to-the-demonstration
Continual Service Improvement
- Return on Investment (ROI)
Creating a Return on Investment
ROI considers several factors, such as the investment cost and the gain that the organization receives in turn.
To compute these two sides, you need to know:- Cost of downtime
- Cost of rework
- Cost of redundant work
- Cost of non-value-added projects
- Cost of the late delivery of an application
- Cost of escalating incidents
- The fully allocated hourly cost for different employee levels
- Considering ITSCM Requirements and Risk Management
Business perspective on risk management
Business aspects vulnerable to threat include:- Customer satisfaction
- Brand image
- Market share
- Share price
- Profitability
- Regulatory Impacts or penalties