Download ITIL 2011 At a Glance by John O. Long PDF

By John O. Long

ITIL 2011 At a look takes a graphical method of consolidating the data of ITIL quantity three (2011). ITIL is an internationally-recognized set of top practices for supplying IT provider administration. IT agencies world wide are enforcing ITIL as a motor vehicle for making improvements to IT carrier caliber and enhance go back on funding for IT companies.

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37 38 ITIL® 2011 At a Glance BPMN Workflow Architecture Considerations Capacity Management lacks the kind of single-thread work found in Incident Management, which is typically responding to individual incidents. Instead, Capacity Management primarily carries out planning and responding to a variety of capacity-related requests. The activities prescribed by ITIL overlap and should be refactored so the activities can be better sequenced. 40 ITIL® 2011 At a Glance Availability Management Purpose Ensure that IT services meet service level availability targets, including planning for future service availability.

BPMN Workflow Architecture Considerations The majority of the activities in this process involve analysis/planning activities, but a smaller number of activities involve operational work focused on security incidents. These latter activities overlap with activities in Incident Management. 47 48 ITIL® 2011 At a Glance Supplier Management Purpose Manage service providers in support of service level targets. Overview Diagram Triggers New or changed Review of Requests Recategorization of business designs and from other suppliers and/or needs, services strategies processes contracts New or New or changed Requirements changed IT SLAs, OLAs, Periodic for new strategies and or UCs activities contracts plans New or changed governance guidelines Inputs Business strategy and plans Supplier and contracts strategy Strategies and plans of suppliers Supplier agreements and contracts Supplier performance data IT strategy and plans Supplier performance issues Financial costs and information Outputs Supplier Management Roles Activities Define new supplier and contract reqts Evaluate new suppliers and contracts Supplier categorization and maintenance of SCMIS IT Service Continuity Mgt Supplier, contract and performance management Contract renewal or termination Establishment of new suppliers and contracts Service Level Mgt Supplier Management Process Owner Supplier Management Process Owner Information Security Mgt Supplier and Contracts Database Supplier performance reports Supplier review results Supplier Service Impr Plans Supplier performance survey data Financial Mgt Service Portfolio Mgt Primary interfaces Information about services Configuration Management System Key Concepts Invitation to Tender (ITT) – A document similar to the Statement of Requirements Operational Level Agreement (OLA) – See Service Level Management.

Fault Tree Analysis – Analysis that indicates a chain of events that led to a problem. Maintainability – How rapidly an item can be restored to normal operation after a failure Reliability – How long an item can perform its function without interruption Serviceability – The ability of a third-party supplier to meet its agreed-upon service targets. Service Failure Analysis – Analysis performed to determine the cause of related service interruptions. Note that this focuses on service interruption as opposed to root cause Analysis, which focuses on the cause of incidents.

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