Card Set Information
itil foundation process stage
Stages and Processes
Service Portfolio Management
Service Level Management
Service Catalog Management
Information Security Management
IT Service Continuity Management
Release and Deployment Management
Continual Service Improvement
What should you measure?
What can you measure?
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
: Change Management
: Ensure that changes are evaluated, prioritized, and deployed in a controlled manner
: Ensure that all documentation regarding configuration items is current and accurate.
Service Asset Manager
: Maintain records about all of the company's service assets, which include information about inventory levels and the worth of all assets.
: Release and deployment management
: 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
: Change management, release and deployment management
: 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
: Knowledge Management
: Coordinating the collection, organization, and availability of all the organization's knowledge sources.
Service Level Manager
Service Level Management
: Oversees the negotiations and management of SLAs and ensures they are met or exceeded.
Service Catalog Manager
: Service Catalog Management
: Ensures that the service catalog is maintained, has the most current information, and is available to all stakeholders
: Availability Management
: Ensures that the service is meeting or exceeding all customer availability requirements as described in the SLA
: Balances resources and costs so that the level of service is acceptable for users both now and in the future
: Information Security Management
: Defends the security of all of the organization's assets, information, and services.
Service Continuity Management
: IT Service Continuity Management
: Ensures that any critical interruptions to a service are resolved within a specific time frame
: Supplier Management
: 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.