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.
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.
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.
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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.
An operational level agreement (OLA) is a contract that defines how various IT groups within a company plan to deliver a service or set of services. OLAs are designed to address and solve the problem of IT silos by setting forth a specific set of criteria and defining a specific set of IT services to be performed by each department.
It should be noted that the term Service Level Agreement (SLA) is used in many companies while discussing agreements between two internal groups. However, according to Information Technology Infrastructure Library (ITIL) framework for best practices, this type of internal contract should is better known as an Operational Level Agreement.
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.
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.
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Different knowledge management systems are:-
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.
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:
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:
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.
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.
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.
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 means of understanding how critical assets such as information systems are composed, what are their upstream sources or dependencies, and what are their downstream targets.
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.
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.
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.