1.
What is the ITIL
The Information Technology Infrastructure Library (ITIL) offers a systematic approach to the delivery of
quality IT services. ITIL provides a framework for the management of IT Infrastructure
ITIL was developed in the 1980s and 1990s by CCTA (Central Computer and Telecommunications Agency,
now the Office ofGovernment Commerce, OGC), under contract to the UK Government. ITIL has now
been updated twice, the first time in 2000-2002 (V2), and the second time in 2007 (V3).
1. What is IT Service Management? ITIL is supported by the IT Service Management Forum (it
SMF), an internationally recognized not-for-profit organization dedicated to support the
development of IT service management,
Definition:IT Service Management is the effective and efficient process driven management regarding
the quality of IT services, provided to end-users.
Two main components:
Service Support – five processes that provide support for day-to-day operation of IT services
Service Delivery – five processes that focus on long-term planning and improvement of IT services
3. What is an Incident Management?
Definition: An incident is any event which causes, or may cause an interruption to, or a reduction in, the
quality of a service.
Goal :To restore normal service operation as quickly as possible and minimize the adverse impact on
users and the organization
Activities: Detect, classify, record, and provide initial support of incidents
4. What is the Problem Management?
A problem is the unknown, underlying cause of one or more incidents.
A known error is when the root cause of a problem is known and a temporary workaround or alternative
has been identified.
Finding what the Known Error is (Problem Control → diagnosis)
Identifying alternative solutions for the removal of the Known Error (Error control)
Raising a request for change (RFC) to request for the deletion to happen
Checks after a change is performed to see that the Known Error is gone
5. What is the ChangeManagement?
Definition: Change is an action that results in a new status for one or more IT infrastructure
Configuration Items (CI).
Activities
Accept, record, authorize, plan, test, implement and review Requests for Change (RFCs)
Provides reports of changes to the infrastructure
Provides updates to the Configuration Management Database (CMDB).
Types of Changes.
1. Standard Changes Standard Changes are pre-approved changes that are considered relatively low
risk, are performed frequently, and follow a documented (and Change Management approved) process.
Think standard, as in, ‘done according to the approved, standard process’. Not standard, as in run-of-the-
mill. Standard Changes are not tracked as a Request for Change (RFC), but are tracked elsewhere, often
as Service Request records.
2. Normal Changes
Normal Changes, on the other hand are just that – the normal, run of the mill not ‘Standard’ and non-
emergency Changes that require full Change Management review. They are raised as Request for Change
(RFC), reviewed by CAB, and approved or rejected by the Change Manager. Normal changes are often
non-trivial changes to services, processes, and infrastructure.
3. ITIL Emergency Change
An ITIL emergency change is the highest priority change that can be defined in an organization.
Emergency changes are defined as changes that need to be evaluated, assessed and either rejected or
approved in a short space of time. Simply defining a change as an emergency does not automatically
entail the change should be implemented. The Emergency Change Advisory Board (ECAB) will assess the
change and provide advice to the delegated person responsible for approving or rejecting emergency
changes.
5. What is the Configuration Management
Definition
A Configuration Item (CI) is a component of the infrastructure.
Configuration Management Database (CMDB) is a database which holds a record of all configuration
items associated the IT infrastructure.
Goal
To provide a logical model of the IT infrastructure (hardware, software and associated documentation)
by identifying, maintaining and verifying the version of all configuration items.
Activities
Plan, design and manage a Configuration Management Database (CMDB)
Identify CIs for entry into CMDB and their relationships to each other
Verify CMDB accuracy.
6. What is the Release Management
Definition
A release is a collection of authorized changes to an IT service and is defined by the RFC that it
implements.
7.What is the Service Level Management?
Service Level Management is the process that ensures that the IT organisation knows what services they
can deliver and organises for the IT group and the customer to agree on the levels of service that need to
be delivered.
It also ensures that the IT group can consistently deliver these services to the customer by ongoing
monitoring the service achievements and reporting these to the customer.
8. What is the Financial Management for IT SERVICES?
When Service Level Management agrees with the customer on Service Levels, it has to be able know how
much money is involved in delivering this service. Especially when the cost for IT services is to be charged
on to the customer.
Financial Management for IT Services allows the IT organisation to clearly articulate the costs of
delivering IT Services
There are 3 fundamental components with this process.
Budgets
IT Accounting
Charging
Note: Charging is an optional activity and is dependent on the charging policy of the organisation as a
whole.
9. What is Availability Management
Availability management deals with ensuring that the services are available according to agreed levels.
It does not set out to guarantee the maximum level of availability, nor is it about reporting on server
availability as a stand-alone issue.
This process ultimately links all IT components together and manages the links and weaknesses between
the IT components to ensure the availability of the service delivery to the customer. Availability works
closely together with Capacity Management.
10. what is Capacity Management
Capacity Management is to ensure that the right amount of capacity is at the right location, for the right
customer, at the right time and at the right price. Capacity Management has a very close relationship to
Availability Management, Configuration Management and Service Level Management.
11. what is IT Service Continuity Management
IT Service Continuity Management prepares for the worst case scenario.
ITSCM investigates, develops and implements recovery options when an interruption to service reaches
a pre-defined point.
12. What is the RFC.
The Request for Change (RFC) is formal request for the implementation of a Change. A Request for
Change is to be submitted to Change Management for any non-standard Change (a set of standard/
routine Changes is usually defined by Change Management; these are minor Changes which do not
require submission to the Change Management process).
A Change is backed by a Change Owner, holding a budget for its implementation. In many cases the
Change Owner is identical with the RFC initiator. Typically Changes are owned by Service Management
roles (e.g. the Problem Manager or Capacity Manager) or by IT management.
13. What is the RCA: Root cause analysis (RCA) is a method of problem solving used for identifying
the root causes of faults or problem
Change Advisory Board (CAB): A group of people that advises the Change Manager in the assessment,
prioritization and scheduling of Changes.
This board is usually made up of representatives from all areas within the IT organization, the business,
and third parties such as suppliers.
Emergency Change Advisory Board (ECAB): A sub-set of the Change Advisory Board who makes
decisions about high impact Emergency Changes.Membership of the ECAB may be decided at the time a
meeting is called, and depends on the nature of the Emergency Change.
1st Level Support
The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an
immediate effort in order to restore a failed IT service as quickly as possible.
If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical
support groups (2nd Level Support).
1st Level Support also processes Service Requests and keeps users informed about their Incidents' status
at agreed intervals.
2nd Level Support
2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level
Support.
If necessary, it will request external support, e.g. from software or hardware manufacturers.
The aim is to restore a failed IT Service as quickly as possible.
If no solution can be found, the 2nd Level Support passes on the Incident to Problem Management.
3rd Level Support
3rd Level Support is typically located at hardware or software manufacturers (third-party suppliers).
Its services are requested by 2nd Level Support if required for solving an Incident.
The aim is to restore a failed IT Service as quickly as possible.
Types of Incidents Managements
Application .
Service not available (this could be due to either the network or the application, but at first the user will
not be able to determine which) .
Error message when trying to access the application. „
Application bug or query preventing the user from working. „
Disk space full „
Technical incident
Hardware „
System down
Printer not printing „
New hardware,
Such as scanner,
Printer or digital camera,
Not working „
Technical incident
SLA Types?
SLA Agreement between External IT service provider and customer.
OLA Agreement between Internal IT service provider and customer.SLR Service level requirement list of
all services.
A service-level agreement is an agreement between two or more parties, where one is the customer
and the others are service providers.
This can be a legally binding formal or an informal "contract" (for example, internal department
relationships).
The agreement may involve separate organizations, or different teams within one organization.
Contracts between the service provider and other third parties are often (incorrectly) called SLAs –
because the level of service has been set by the (principal) customer, there can be no "agreement"
between third parties; these agreements are simply "contracts."
Operational-level agreements or OLAs, however, may be used by internal groups to support SLAs. If
some aspect of a service has not been agreed with the customer, it is not an "SLA".
SLAs commonly include segments to address: a definition of services, performance measurement,
problem management, customer duties, warranties, disaster recovery, and termination of agreement.
Service level agreements are also defined at different levels:
Types of Service Level Agreement
As a Service Level Agreement can be used in many areas, there are several types of SLA that can be used,
including:
- Customer SLA: This is where there is an agreement with an individual customer
- Service SLA: This service agreement is for every customer making use of the services being provided
- Multi-level SLA: This is a combination of levels with the purpose of addressing multiple sets of
customers
- Corporate SLA: This covers all Service Level Management (SLM) issues
- Service Level SLA: This covers all SLM issues that apply to specific services
Customer-based SLA: An agreement with an individual customer group, covering all the services they
use. For example, an SLA between a supplier (IT service provider) and the finance department of a large
organization for the services such as finance system, payroll system, billing system,
procurement/purchase system, etc.
Service-based SLA: An agreement for all customers using the services being delivered by the service
provider. For
The following SLA Events are available:
SLA Event Description SLA Clock Event recorded
You have acknowledged a request for SLA First Response
First Response Running
service. Date/Time
SLA Resolution
Resolution Plan A plan to resolve the issue is in place. Running
Plan Date/Time
Waiting You are awaiting action or information
Paused N/A
Customer from a customer.
The customer's service need has been SLA Resolved
Resolved Stopped
met and the issue can be closed. Date/Time
The following target options for each phase of the objective are available: First Response, Resolution
Plan, and Resolved
Within # Hours (W): When you select this option, you must specify the number hours within which the
first response is required. The number of hours will respect the selected timeframe.
End of Day - Min. # Hour (D): This option sets the first response target to the end of the current day as
determined by the selected Timeframe. You can specify a minimum number of hours remaining in the
day after which the first response target will move to the end of the next day. For example, if you set the
minimum number of hours to 3 and your day ends at 7 PM, if you create a ticket at 4:30 PM the target
will move to the end of the next business because there are less than three hours remaining in the
current day.
End of Next Day - Min. # of Hours (N): This option sets the first response target to the end of the next
business day as determined by the selected Timeframe. You can specify a minimum number of hours
remaining in the day after which the first response target will move to the end of the next day.
The following lines all Ticket Status’ (with definition) to SLA Event mapping:
New
A new request by a client.
Assigned SLA – First Response
Ticket has been assigned to a technician; but technician has not yet started working on it.
In Progress SLA – Resolution Plan
Technician has begun working on the ticket.
To Be Scheduled
Ticket requires a site visit or client participation, but the client has not been contacted yet.
Scheduled SLA – First Response
Ticket requires a site visit or client participation, and a time has been scheduled with the client.
Dispatched SLA – Resolution Plan
Technician is out on a service call for the ticket.
Waiting Customer SLA – Waiting Customer
Customer has been contacted via phone or email, and we are waiting for a response.
To Be Ordered SLA – Waiting Customer
Ticket requires hardware or software, and has been passed on to Sales for next step(s).
Waiting Materials SLA – Waiting Customer
Hardware or software has been approved and ordered; waiting for it to arrive.
Follow Up Needed SLA – Resolution Plan
Client needs to be contacted again, or ticket has been idle for too long a duration.
Time To Be Entered SLA – Resolved
Ticket has been completed, but technician needs to make a time entry.
Customer To Sign Off SLA – Resolved
Ticket has been completed; waiting for client approval to confirm.
Complete SLA – Resolved
All tasks in the ticket have been finished and the client has “signed off” on the work.
Business Hours:
Regular Business Hours:.The SLA clock runs only during business hours
Extended Business Hours: extended hours as defined by Contract or Quotation. The SLA clock runs
during business hours and extended hours
All (24/7): the SLA clock runs continuously.
Holidays:
No hours on holidays: Company is completely closed on holidays. The SLA
Clock will not run on holidays.
Use normal hours on holidays: Select if the SLA clock should run on holidays during your regular and
extended business hours.
Underpinning Contract
Underpinning Contract is an agreement created between the IT Service Provider and an external supplier
of services.
The Underpinning Contract is a supporting document for Service Level Agreements (SLAs) and is the
external equivalent of an Operating Level Agreement (OLA).
