What are the five life cycle stages?
Service Strategy Service design Service transition Service operations continual service improvement
What is service design?
and list a few examples of Service processes
we produce detailed plans for all services You have a strategy that is tested and proven to be helpful to the customer and improve existing services - Incident management -Design coordination - Availability management - Capacity management - Service level management - Supplier management
What is Service Transition?
and list a few examples of Service processes
Enables you to have a foundation to work off of
New designs get built, tested, then implemented into the org
- Transition Planning and support
- Knowledge Management
- Change management
- Evaluation
- release and deployment management
- Service Asset and Configuration Management
What is Service Operations?
and list a few examples of Service processes
Responsible for assisting end users, process/service that are live and running
- Incident management
- Event management
- Problem management
- Request fulfillment
- Access management
- Service desk
- Technical management
- Application management
- IT Operations management
What is Continual Service Improvement?
and list a few examples of Service processes
Every process and function has a link to this in the organization
- 7 step improvement process
What is service strategy?
and list a few examples of Service processes
deciding what kind of service we have to provide to the customer and what kind of resources we needed for those services (drawing up blueprint)
- strategy management
- service portfolio management
- Business relations management
- financial management
- Demand Management
How do we keep the momentum going in ITIL (5)?
What is the vision? -- Business vision mission and goals Where are we now? -- Baseline assessment Where do we want to be? -- measurable targets How do we get there? -- Service process and improvements Did we get there? -- Measurements and metrics
What are the 7 steps for the improvement process?
- Enact and Enable outcome
- Enlighten and empower people
- Lower barriers and increase enablers
- Improve moments of truth
- Root out variation and dependency
- Lower Transaction costs
- Reflect and act at individual, team and org level
What is the service life cycle?
- essential series of charges a service goes through in its life time
- looks at the changes and process that occur in its full life cycle
What is a process?
set of coordinated activities combining resources and capabilities to produce an outcome that provided value to the customer
What is a function?
unit of organization specialized to perform certain types of work and responsible for specific outcomes
