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ITIL Core Life Cycle Service Strategy – Design, Develop, Implement Service Design – Design, Development Focus Service Transition – Implementation Focus Service Operation – Achieving Effectiveness & Efficiency Continual Service Improvement – Guidance to Realize Improvements
ITSM – IT Service Management – Set of specialized organizational capabilities and resources Capabilities – Allow organizations to transform these resources into consumer goods & services Resource - A generic term that includes IT Infrastructure, people, money or anything else that might help to deliver an IT Service Service Asset – Any capability or resource of a Service Provider. It includes anything that contributes to the delivery of a service Capabilities – Management, Organization, Processes, Knowledge, People Resources – Financial Capital, Infrastructure, Applications, Information, People Service Provider Types – 1. Internal 2. Shared 3. External Function – Departments, groups, & teams of people and the tools they use Processes – A coordinated set of activities designed to accomplish a specific objective Roles – All staff involved in process & service delivery Types of Roles – 1. Process Owner – Define & Develop process strategy & policy 2. Service Owner – Acts as primary customer contact, ensures ongoing service & identifies improvement 3. Process Manager - Works with Process Owner to plan & coordinate process activities 4. Process Practitioner - Carries out one or more activities of a process
Authority Matrix - RACIR - Responsibility - Correct execution of process activitiesA - Accountability - Ownership of quality and end result of processC - Consulted - Involvement through input of knowledge and information I - Informed - Receiving information about process execution and quality Only one person can be accountable for an activity
Service Management Technologies Automation - Impact on performance of service assets such as management, organization, people, process, knowledge & InformationService Automation - Assists integrating Service Management process and removing variations ExamplesDesign & Modeling Service Catalog Pattern Recognition AnalysisClassificationDetectionOptimization
Process Framework Processes are measurable Processes have specific results Processes customersProcesses respond to specific events
ITIL Life Cycle
ITSM
RACI
Service Managent Technologies
Process Framework
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