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Keep it simple and practical Optimize and automate 7. The service value chain consists of 6 activities that enable the creation of value. The design and transition component will help organizations ensure the products and services are up to the quality, cost, and other requirement standards set by the stakeholders. The engage component provides an understanding of the stakeholders' needs, ensuring transparency, regular engagement, and a favorable relationship with the stakeholders. In this stage, we measure the value of IT Services.
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They also help: To deliver and support IT services at a satisfactory level for everyone involved in the process. To act as a point of contact, in the form of the service desk. To identify activities that need to be completed within the service catalog. What are the measures of IT Service Management? ITSM helps manage and control outcomes along with service operations, there are four measurement layers. Progress: This layer deals with the progress of the current service operations. Compliance: This layer focuses on existing industry processes and market standards. Effectiveness: This layer makes sure that it maintains the effectiveness of the service. Efficiency: This is the layer that focuses on maintaining the workflow and performing service maintenance.
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Availability: It is the ability of an IT service or any of the other configuration items to perform its expected functions when required. Agreed Service Time: It is the expected time during which the service is to be operational. What is an SLA? What are the types of SLAs? Corporate SLAs cover the issues relevant to the organization. These are the same across the organization. Customer SLAs refer to issues specific to the customers. Service SLAs deal with issues relevant to a specific service in relation to the customer that can be covered. Applies to all customers that contract the same service.
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The service portfolio is a repository of all the information related to the IT services in the organization. The service catalog consists of links to active services with the help of their service design package. The service pipeline includes references to services that are still not live yet. These plans could be proposed or under development. What is a Service Request? A service request is a request for IT service access, changing a standard, information, or advice. What are the types of Service Providers? Internal Service Providers: These represent the dedicated resources of a business unit and deal with organization management internally. External Service Providers: These providers provide services to external customers. They handle specific and special scenarios based on market standards. Shared Services: These are autonomous special units that act as internal service providers. Explain the difference between an End-User and a Customer.
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End-user: A end-user is someone who directly receives or uses the product. Customer: A customer is someone who defines the requirements of service and may or may not be able to choose between products or suppliers. What is a Standard Change? What is a Configuration Item? A configuration item is a component that needs to be managed to deliver an IT service. It records information about these CIs into the configuration record, within the configuration management system. These items could be IT services, hardware, software, buildings, people, and other formal documentation. What is a Warranty? What is the Service Desk?
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The service desk acts as a point of contact between the service provider and the users. It acts as a communication point where users can report operational issues, queries, and other requests. For the service desk to be successful, the service desk needs to have great customer service skills like empathy and emotional intelligence. What are the responsibilities of a Service Desk? To ensure that it restores normal operations in the event of a disruption. To detail the steps to improve user awareness regarding IT issues and to encourage them to use IT services, components, and resources. To assist other IT Service Management processes and functions by escalating requests.
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What is an IT asset? What is Problem and Problem Management? A problem is a cause of conflict or incident which is still unknown. Problem Management is a process that manages the life-cycle of problems. The phases of problem management are: Problem identification Error control What are the outcomes in ITIL? Outcomes are results obtained after performing an activity, following an activity, providing a service, and more. It is used to compare the intended and actual results. Outcomes are both qualitative and quantitative. We measure outcomes based on the perspectives of the people who are using the service. What is a Utility? Explain how incidents, problems, and known errors are different from one another. Incidents: These are parts of the process that were not expected during the planning phase and not were supposed to be part of the standard operation.
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Problem: It is a cause of conflict or incidents which is still unknown. What is a Workaround? A workaround is a temporary solution that resolves issues temporarily. What are some workaround or recovery options? Recovery options are divided into three categories: Fast recovery: This recovery takes place within 24 hours hot standby.
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Intermediate recovery: The recovery process is completed within 3 days warm standby. Change Management in ITIL enables organizations to deploy changes without causing any downtime or any other disruption. What is Emergency Changes? Emergency changes are changes that need to be incorporated as soon as possible. What is Change Enablement?
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It is the method that aims to maximize the number of IT changes that are successful by ensuring risks are assessed properly; it allows changes to proceed, and to manage the change schedule. A service request is a request for IT service access to change a standard, information, or advice. These are things that are already approved by company policy. A known error refers to a problem that has been analyzed and has not been resolved. Explain the plan-do-check-act PDCA cycle. Businesses use the PDCA cycle for the control and continuous improvement of products and processes. The parts of the cycle are: Plan: In this stage, the improvements are planned.
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Here the measure of success is measured. After performing gap analysis, it makes a plan to reduce the gap through improvements Do: This stage involves the implementation of improvements. It is in this stage that we take steps to close the gaps determined in the previous phase Check: This stage involves monitoring, measuring, and reviewing. The results obtained here are compared to the factors that make up success, discussed in the planning stage Act: In this stage, the improvements identified are completely implemented What is the Post Implementation Review?
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The post-implementation review or PIL is an evaluation and analysis of the final working solution. After a change request is made, the review takes place and checks if the change and its implementation were successful. PIL helps answer questions like: Did the change solve the problem it aims to address? In the case of failure, did the back-out plan work? Did the change impact the customers? Were resources allocated effectively through the process? Was the change implemented based on a budget and in a timely manner? What is the RACI model? The RACI Model is a tool that helps identify different roles and responsibilities with ease during a project. It stands for: Responsible: The people who perform the work to complete the task. Depending on their tasks, responsibilities are assigned to them.
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Accountable: The person or people responsible for the thorough and correct completion of the task. Consulted: The person or people who provide information about the task and are consulted as it progresses.
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