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- Financial Management
- Service Portfolio Management
- Demand Management
- Service Level Management
- Service Catalog Management
- Availability Management
- Capacity Management
- Architecture Management
- Information Security Management
- IT Service Continuity Management
- Supplier Management
- Change Management
- Release and Deployment Management
- Knowledge Management
- Event Management
- Incident Management
- Problem Management
- Request Fulfillment
- Access Management
- Application Management
- Technical Management
- Facilities Management
Continual Service Improvement
- What should you measure?
- What can you measure?
- Gather data
- Process data
- Analyze data
- Present and use information
- Implement corrective action
CSI Metric Types
Key Aspects of Service Design
- Design of new or changed services
- Design of the service portfolio
- Design of IT architecture
- Design of processes
- Design of metrics
- Process: Change Management
- Responsibility: Ensure that changes are evaluated, prioritized, and deployed in a controlled manner
Responsibility: Ensure that all documentation regarding configuration items is current and accurate.
Service Asset Manager
- Process: SACM
- Responsibility: Maintain records about all of the company's service assets, which include information about inventory levels and the worth of all assets.
Process: Release and deployment management
Responsibility: Oversee the planning and execution of the deployment of new releases for configuration items. Determine the best method of making releases available to the user base
Process: Change management, release and deployment management
Responsibility: Determine and evaluate the risks of introducing a change, as well as any risks posed by integrating a new release into the live environment
Service Knowledge Manager
Process: Knowledge Management
Responsibility: Coordinating the collection, organization, and availability of all the organization's knowledge sources.
Service Level Manager
Process: Service Level Management
Responsibility: Oversees the negotiations and management of SLAs and ensures they are met or exceeded.
Service Catalog Manager
Process: Service Catalog Management
Responsibility: Ensures that the service catalog is maintained, has the most current information, and is available to all stakeholders
Process: Availability Management
Responsibility: Ensures that the service is meeting or exceeding all customer availability requirements as described in the SLA
Process: Capacity Management
Responsibility: Balances resources and costs so that the level of service is acceptable for users both now and in the future
Process: Information Security Management
Responsibility: Defends the security of all of the organization's assets, information, and services.
Service Continuity Management
Process: IT Service Continuity Management
Responsibility: Ensures that any critical interruptions to a service are resolved within a specific time frame
Process: Supplier Management
Responsibility: Manages relationships with all suppliers and ensures that their levels of service are sufficient for the organization to provide its own services
Exerting control over the IT Service Lifecycle. Also includes communication between necessary parties about what is being controlled
Concerns how to best make sure that everything is transparent and accountable, and that risks are managed appropriately
Concerns the performance side of the organization
Deals with the big picture as far as aligning strategic goals, and encapsulates corporate governance and business governance.
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