Service portfolio – Defines services provided by service provider across all Market and all customers. The objective of ITIL Service Portfolio Management is to manage the service portfolio. Service Portfolio Management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment.
Service Catalogue is the sub set of Service portfolio. Services ready to be offered to customers is listed in service catalogue. An IT service catalog, sometimes called an IT service portfolio, is a list of available technology resources and offerings within an organization.
Service Pipeline consists of services under development. It is a great opportunity to view the direction of a service provider’s growth as it discusses and includes the future services that are currently under development by the service provider.
End-User – An end user or end customer directly receives the service or employs the product. End users are not the only customers as there may be intermediate entities like purchasing departments, whose expectations or needs must be carried forward through a series of service contracts or requirement definitions.
Customer– A customer may or may not have the ability to choose between different products and suppliers. For instance- In monopoly situations like local telephone and cable television services, there are scenarios when end users do not make the purchasing decision. It may include Clients of social service agencies or court-appointed lawyers or employees of an organization where the purchasing department makes the choices.
ISO/IEC 27002:2013 gives guidelines for organizational information security standards and information security management practices including selection, implementation and management of controls, taking into consideration the organization’s information security risk environment(s).
It is designed to be used by organizations that intend to:
• select controls within the process of implementing an Information Security Management System based on ISO/IEC 27001;
• implement commonly accepted information security controls, and Develop their independent information security management guidelines.
• The ITIL v2 library was organized in seven core books:
(i) Service Support,
(ii) Service Delivery,
(iii) ICT Infrastructure Management,
(iv) Planning to Implement Service Management,
(v) Application Management,
(vi) The Business Perspective and
(vii) Security Management
On the other hand, ITIL v3 is now organized into just five books:
(i) Service Strategy,
(ii) Service Design,
(iii) Service Trition,
(iv) Service Operation and
(v) Continual Service Improvement
Basically the V2 process areas have been logically grouped into a phased lifecycle approach
• In contrast to ITIL v2, ITIL v3 clearly defines the roles and responsibilities in each process and reasons the role of communication in the entire lifecycle.
The PDSA Cycle is a systematic series of steps for gaining valuable learning and knowledge for the continual improvement of a product or process. Also known as the Deming Wheel, or Deming Cycle, the concept and application was first introduced to Dr. Deming by his mentor, Walter Shewhart of the famous Bell Laboratories in New York.
The four phases in the Plan-Do-Check-Act Cycle involve:
• Plan: Identifying and analyzing the problem.
• Do: Developing and testing a potential solution.
• Check: Measuring how effective the test solution was, and analyzing whether it could be improved in any way.
• Act: Implementing the improved solution fully.
CMDB contains contents that are intended to hold a collection of IT assets commonly referred to as configuration items (CI) as well as descriptive relationships between such assets. When populated, the repository becomes a me of understanding how critical assets such as information systems are composed, what are their upstream sources or dependencies, and what are their downstream targets.
IT investments and staff always find that they break their work timelines. This happens since the unscheduled work always takes priority over the work that is planned. ITIL can help an organization stop this continuous cycle and can therefore, help employees focus on the Total Cost of Ownership (TCO) and other activities in their department.
Service requests are a formal request submitted by a user for some type of service, software, or hardware. A Service request generally refers to something the user wants and/or needs but does not already have, such as a printer or laptop. Service requests often involve items that are already approved. For instance, if it is a company policy that all employees get access to the cloud-based CRM system, and someone from the marketing department sends a service request for access to the CRM, this does not need any additional approval. The IT help desk can simply fulfill this request.
IT Service Continuity is a subset of Business Continuity Planning (BCP) and encompasses IT disaster recovery planning and wider IT resilience planning. It also incorporates those elements of IT infrastructure and services that relate to communications such as (voice) telephony and data communications.
It is a systematic process to prevent, predict and manage Information and Communications Technology (ICT) disruption and incidents, which have the potential to disrupt ICT services and should result in a more resilient IT service capability aligned to wider organizational requirements.
Capacity Management is responsible for ensuring that the organization is aware of new and changing technology. It is the discipline that checks and verifies that IT infrastructure is provided at the right time in the right volume at a right price with utmost efficiency.
This involves input from many areas of the business to identify what services are (or will be) required, what IT infrastructure is required to support these services, what level of Contingency will be needed, and what will be the cost of this infrastructure.
It is known as Post Implementation Review (PIR)
PIR is an assessment and review of the complete working solution. It will be performed after a period of live running, sometimes after the project is completed.
The Post Implementation Review is used to evaluate the effectiveness of system development after the system has been in production for a specific period (usually 6 months). It is a free-form report, and not all sections are relevant or necessary to the final product. A description of the Post Implementation Review Report is always attached.
Different knowledge management systems are:-
• CMIS (Capacity Management information system) – A Capacity Management Information System or CMIS is a collection of IT infrastructure usage, capacity and performance information that is gathered in a consistent manner and stored in one or more databases. It is a single book of record for all usage, capacity, and performance data, complete with associated business, application and service statistics. Any IT staffer who needs access to capacity management data can potentially use a CMIS.
• AMIS (Availability management information system) – A virtual repository of all Availability Management data, usually stored in multiple physical locations.
• KEDB (Known error database) – A Known Error is a problem that has a documented root cause and a Work around. Known Errors are managed throughout their lifecycle by the Problem Management process. The details of each Known Error are recorded in a Known Error Record stored in the Known Error Database (KEDB).
• CMDB (Configuration management database)– A configuration management database (CMDB) is a database that contains all relevant information about the components of the information system used in an organization’s IT services and the relationships between those components. A CMDB provides an organized view of data and a me of examining that data from any desired perspective. Within this context, components of an information system are referred to as configuration items (CI). A CI can be any conceivable IT component, including software, hardware, documentation, and personnel as well as any combination of them. The processes of configuration management specify, control, and track configuration items and any changes made to them in a comprehensive and systematic fashion.
• DML (Definitive media library)– A Definitive Media Library (DML) is a secure compound in which the definitive, authorized versions of software package configuration items (CIs) are stored and protected. A DML consists of one or more software libraries or file-storage areas referred to as repositories.
• SKMS (Service knowledge management system) – ITIL Knowledge Management aims at gathering, analyzing, storing and sharing knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge
It is the task of Change Manager
A Change Manager will plays a key role in ensuring that the projects (change initiatives) meet their objectives within timelines and said budgets by increasing employee adoption and usage. This person will focus on the people’s side of change, including changes to business processes, systems and technology, job roles and organization structures.
The two service management processes are- Availability Management and IT Service Continuity Management
ITIL Availability Management aims at defining, analyzing, planning, measuring and improving all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles, etc are appropriate for the agreed availability targets.
IT Service Continuity Management (ITSCM) aims at managing risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. ITSCM should be designed to support Business Continuity Management.
Information security policies are the documented business and technical rules for protecting an organization from information security risk faced by its business and technical infrastructure. These written policy documents provide a high-level description of the various controls, which the organization will use to manage its information security risks.
The information security policy documents are also considered to be a formal declaration of management’s intent to protect its information asset from relevant risks. In specific cases, the policies are supported by information security procedures that identify key activities required to implement relevant information security policies.
• Microsoft MOF: Microsoft Operations Framework (MOF) is a series of 23 documents that guide IT professionals through the processes of creating, implementing and managing efficient and cost-effective services.
• Hewlett – Packard (HP ITSM Reference Model):– This model is a significant tool useful in presenting and describing the several IT Management processes, inter-process relationships, and business linkages that IT needs to put in place for successful development, deployment and support of services in the e-world.
• IBM (IT Process Model ):– IBM Process and Service Models software is an industry template that enables you to define common business processes and services across the enterprise. The software consists of a set of best practice business process models and service definitions to support core system renewal and integration projects.
According to modern portfolio theory, there is a trade-off between risk and return. All other factors being equal, if a particular investment incurs a higher risk of financial loss for prospective investors, those investors must be able to expect a higher return in order to be attracted to the higher risk.
In majority of cases, even though there is no promise of higher returns on risky assets, so the higher risk just tends to scare off potential investors, keeping the returns on a given investment low. The only investments that can really try to promise higher returns for higher risk are bonds, and even then the higher returns won’t be generated if the issuing organization goes default.
Balanced scorecard is a strategic planning and management system that is used extensively in business and industry, government, and nonprofit organizations worldwide to align business activities to the vision and strategy of the organization, improve internal and external communications, and monitor organization performance against strategic goals.
Availability % = (Available service time –downtime) / Available service time to ensure that all the IT services are available and are functioning correctly whenever customers and users want to use them in the framework of the SLAs in force.