[*]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)
Service Strategy (SS):
  • Value, Service Asset
  • Service Portfolio Management
  • Financial Management
  • Business Relationship Management
Service Design (SD):
  • 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)
  • Service Catalogue Management
  • Availability Management:
    Availability Plan:
    • Component
    • Service
    • Mean Time Between Service Incidents (MTBSI)
    • Mean Time Between Failures (MTBF): Up Time
    Maintainability - Mean Time to Restore Service (MTRS): Down 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
    Business Continuity Management (BCM) -> Business Continuity Plan (BCP)
Service Transition (ST):
  • 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
Service Operation (SO):
  • Event Management
  • Incident Management
    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

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