Documentos de Académico
Documentos de Profesional
Documentos de Cultura
ITIL Foundations
Certification Course
Kashif Baig
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the
Office of Government Commerce, and is Registered in the U.S. Patent and Trademark
Office.
IT Infrastructure Library® is a Registered Trade Mark of the Central Computer and
Telecommunications Agency which is now part of the Office of Government Commerce.
ITIL Foundations Certification Course
Introduction
ITIL History
What is ITIL?
The ITIL Framework
ITIL Certifications
Benefits of ITIL
Remember about ITIL
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ITIL History
In the late 1980’s, the British govt. asked the Central Computer and
Telecommunications Agency (CCTA) to structure the IT organisations
of the British government agencies.
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What is ITIL?
ITIL is a compilation of best practices in IT Service Management, developed by
the OGC (Office of Govt. Commerce) and supported by publications,
qualifications and an international user group.
ITIL does not set in stone every action you should do on a day-to-day basis as
that is something which differs from organisation to organisation. Instead, it allows
the IT Infrastructure Library to be utilised within organisations with existing
methods and activities in Service Management.
– Service Delivery
• covers the processes required for the planning and delivery of quality IT
services and looks at the longer term processes associate with improving the
quality of IT services delivered
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– Application Management
• describes how to manage applications from the initial business need,
through all stages in the application lifecycle, up to and including retirement.
It places emphasis on ensuring that IT projects and strategies are tightly
aligned with those of the business throughout the application lifecycle, to
ensure that the business obtains best value from its investment
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– Security Management
• details the process of planning and managing a defined level of security for
information and IT services, including all aspects associated with reaction to
security Incidents. It also includes the assessment and management of risks
and vulnerabilities, and the implementation of cost justifiable
countermeasures
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ITIL Framework
• Service Desk
• Service Level Management
• Configuration Management
• Availability Management
• Incident Management
• Capacity Management
• Problem Management
• Financial Management for IT Services
• Change Management
• IT Services Continuity Management
• Release Management
The technology
perspective into Operations
The business
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Resolve
incidents as
they occur
Service Management Identify root
Service Delivery Service Support causes of incidents
and submit RFCs
Incident to remove them
Availability
Service Desk
Single Point of
Problem Contact for
SLM
Capacity users of IT
Change Services
Ensure standard
ITSCM Release methods and
Define what procedures are
services and FMITS Config used from the
service levels RFCs to the PIR
will be
supported and Manage major
delivered Ensure agreed-to services can hardware and
recover after a disruption as a software releases as
part of business continuity part of effective
management change management
Ensure the agreed
services are Manage technical
available at agreed information regarding the
levels version, status,
Budget, account and optionally
charge for IT services ownership and
relationships among IT
Ensure agreed services assets.
have the required and
agreed to capacity
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ITIL Certifications
ITIL qualifications are recognised world-wide. Whether you passed your exam via
ISEB or EXIN, the qualification is recognised by the industry
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– Foundations Certificate
This is designed to provide a foundation level of knowledge in IT Service
Management and is aimed at all personnel who wish to become familiar with
the best practices for IT Service Management
– Practitioners Certificate
This is aimed at those who are responsible within their organisation for
designing specific processes within the IT Service Management discipline, and
performing the activities that belong to those processes
– Managers Certificate
This is aimed at those who need to demonstrate a capability for managing
ITIL-based solutions across the breadth of the Service Management subjects.
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Benefits of ITIL
Adopting ITIL guidance can provide such benefits as:
– Continuous improvement in the delivery of quality IT services
– Reduced long term costs through improved Return On Investment through
process improvement
– Demonstrable Value For Money to the business, the board and stakeholders,
through greater efficiency
– Reduced risk of not meeting business objectives, through the delivery of rapidly
recoverable, consistent services
– Improved communication and better working relationships between IT and the
business
– The ability to absorb a higher rate of Change with an improved, measurable
rate of success
– Processes and procedures that can be audited for compliance to “best
practice” guidelines
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Service Support
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
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Service Support
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Service Desk
– Single point of contact between service providers and Users, on a day-to-day
basis
– Focal point for reporting Incidents and making service requests
– Keeps Users informed of service events, actions and opportunities that are
likely to impact their ability to pursue their day-to-day activities
Incident Management
– Restore normal service operations as quickly as possible
– Should interface closely with Problem Management, Change management and
the Service Desk
– Incident priorities and escalation procedures need to be agreed as part of the
Service Level Management process and documented in the SLAs
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Problem Management
– Prevent and minimize the adverse effect on the business of errors in the IT
Infrastructure
– Performs RCAs to establish the root causes of Problems
– Requires the accurate and comprehensive recording of Incidents in order to
identify effectively and efficiently the cause of the Incidents and trends
– Liaises closely with Availability Management process to identify these trends
and instigate remedial action
Change Management
– Ensure standardized methods and procedures are used for efficient, prompt
and authorized handling of all changes in the IT Infrastructure
– Close relationship with Configuration Management and Release Management
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Release Management
– Ensure that all technical and non-technical aspects of a release are dealt with
in a coordinated approach
– Actual implementers of Changes
– Responsible for secure and managed rollout of Changes
Configuration Management
– Provide a logical model of the IT Infrastructure by identifying, controlling,
maintaining and verifying the versions of all Configuration Items (CIs)
– Stores information in the CMDB of what CIs available, where are they available
and how are they inter-connected
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Service Support
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
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Service Desk
Service Desk acts as the Single Point of Contact (SPOC) between the users and
the IT Services Organization
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It handles all incoming calls and only directs them through to the second or third
tier support when necessary :
– for the customer, the advantage is that they don’t have to ring around
searching for the right person to solve their problem
– for IT personnel, it means that they only have to deal with issues that are
related to their skills or area of responsibility
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– Call Centre
• main emphasis on professionally handling large call volumes of telephone-
based transactions
– HelpDesk
• manage, co-ordinate and resolve incidents as quickly as possible
– Service Desk
• not only handles incidents, problems and questions but also provides an
interface for other activities such as change requests, maintenance
contracts, software licenses, Service Level Management, Configuration
Management, Availability Management, Financial Management and IT
Services Continuity Management
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Many Call Centres and HelpDesks naturally evolve into Service Desks to improve
and extend overall service to the Customers and the Business
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Service Support
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
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Incident Management
Inputs for Incident Management mostly come from users (through the Service
Desk), but can have other sources as well like Automatic Detection Systems or
Release Management
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Categorisation
– Application
• Service not available
• Application bug/query
– Hardware
• Automatic alert
• Printer not printing
– Service Request
• Password forgotten
– Security Incident
• Virus
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Prioritising
The priority with which Incidents need to be resolved and therefore the
amount of effort put into the resolution of and recovery from Incidents, will depend
upon :
– The impact on the business
– The urgency with which a resolution/work-around is needed
– The size, scope and complexity of the Incident
– The resources available for coping in the meantime and for correcting the fault
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Matching
Matching is the process whereby the Incident details are compared to
knowledge that is already present in the organisation. Successful matching could
give access to proven resolution actions, which should require no further
investigation effort.
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Incident closure
– Inputs
• updated Incident details
• resolved Incident
– Actions
• the confirmation of the resolution with the Customer or originator
• ‘close’ category
• Incident
– Outputs
• updated Incident detail
• closed Incident record
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Service Support
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
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Problem Management
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Problem Definition
Many criteria can be used to define a Problem including :
– A number of related incidents
– Incident closed via work-around (temporary fix)
– Major incident
– Information from third parties
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– Error
• A condition that exists after the successful diagnosis of the root cause
of a Problem
– Known Error
• Error + solution and/or workaround has been found
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The "Funnel Effect" is shown below - multiple incidents are usually, after
investigation, re-classified as a smaller number of problems, which are also re-
analyzed and (usually) reclassified as yet a smaller number of known errors,
which usually, after further investigation, end up resulting in a smaller number of
RFCs
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– Improving procedures
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Incident Management is the basis for defining Problems and information from
Problem Management is made available for Incident Matching.
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Service Support
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
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Change Management
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Change Management
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Change Management
Change
– the addition, modification or removal of CIs
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Change Categories
– Category 0 : Is executed without prior contact. Used for workarounds/
temporary fixes
– Category 1 : Little or no impact. Change Manager authorises this RFC
– Category 2 : Significant impact. CAB discussion needed. Change Manager
requests advice on authorisation and planning
– Category 3 : Major impact. Considerable resources required. Senior
Management need to be a part of the CAB.
Change Priorities
– Urgent: change is required now, in order to achieve the service levels
– High: as soon as possible, otherwise risk to current or future production
– Normal: change solves serious mistakes or a lack in functionality
– Low: change yields improvements that are not required by contract
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Change Review
– All implemented changes must be reviewed to establish whether:
• The change has had the desired effect and met its objectives
• There have been no unexpected or undesirable side-effects
• The resources used to implement the change were as planned
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– Financial approval
• Indicates costs are within budgetary limits or cost-benefit criteria are
met
– Technical approval
• Assurance that the Change is feasible, sensible and can be performed
without serious interruptions to the business
– Customer approval
• To ensure that business managers are satisfied with the proposals and
accept any impact to their requirements
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Service Support
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
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Release Management
The input to the Release Management process comes from the Change
Management process
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Release Categories
A Release consists of the new or changed software and/or hardware required to
implement approved Changes
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Release Policy
A Release policy should include :
– Release naming and numbering conventions
– A definition of major and minor Releases, plus a policy on issuing
emergency fixes
– Frequency of Releases
– Expected deliverables for Releases (e.g. installation instructions and
Release notes)
– Guidance as to how and where Releases should be documented (e.g. which
tool to use and how)
– A policy on the production of back-out plans
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Service Support
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
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Configuration Management
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Examples of CIs :
– Personal computers, Network components, Service Level Agreements,
Manuals, Applications, etc.
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Planning
During the planning, define :
– Purpose, scope and objectives
– Related policies and standards
– Roles and responsibilities
– CI naming conventions
– CMDB design, including scope and key interfaces
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Identification
The Identification activity addresses :
– Configuration, structures and the selection of CIs
– CI types and life-cycles
– CI relationships
– Identification of software and document libraries
– Identification of configuration baselines
– Naming conventions
– Labelling CIs
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Control
The Control activity organises :
– Registration of new CIs and versions
– Updating of CI records
– Archiving of CIs and their associated records
– Protection of the integrity of configurations
– Updating of the CMDB after periodic checking
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Status Accounting
Status reports should be produced on a regular basis listing, for all CIs
under Control, their current version and history.
Status Accounting reports can be used to establish baselines and enable
Changes between baselines and Releases to be traceable.
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Configuration BaseLines
A BaseLine is the configuration of a product or system established at a
specific point in time, which captures both the structure and the details of that
product or system and enables that product or system to be re-built at a later
date.
Configuration BaseLines and approved Changes to those BaseLines
together constitute the “Currently Approved Configuration”.
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Service
Support
Proactive
Status Investigation Authorize &
Prevention Test, Accept
Accounting and Diagnosis Schedule Changes
of Problems
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Service Delivery
Capacity Management
Availability Management
Service Level Management
IT Service Continuity Management
Financial Management for IT Services
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Service Delivery
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Capacity Management
– Ensure that capacity and performance aspects of the business requirements
are provided timely and cost effectively
Availability Management
– Optimize the capability of the IT Infrastructure and supporting organization to
deliver a cost effective and sustained level of availability to satisfy business
objectives
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Service Delivery
Capacity Management
Availability Management
Service Level Management
IT Service Continuity Management
Financial Management for IT Services
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Capacity Management
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Capacity Planning (Capacity plan which details the current levels of resource
utilisation and service performance, and forecasts the future requirements for
resources)
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Service Delivery
Capacity Management
Availability Management
Service Level Management
IT Service Continuity Management
Financial Management for IT Services
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Availability Management
A service is available when the service has been provided for an agreed number
of direct users, within a maximum response time, maintaining the agreed
functionality
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Availability
The extent that a CI or an IT service is able to perform the expected
functionality of the CI or IT service over a specified time period
Reliability
Refers to the extent that an IT service is able to perform the expected
functionality, over a certain period of time, under prescribed circumstances OR
freedom from operational failure.
Maintainability
This indicates the ease of the maintenance of the IT service (preventative,
inspective, corrective)
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Serviceability
All relevant contractual conditions of external suppliers and third-party
suppliers to maintain CI’s
Resilience
The ability of an IT service to function correctly in spite of the incorrect
operation of one or more subsystems
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Un-Availability Costs
Tangible costs
Lost user and IT staff productivity, lost revenue, overtime payments,
wasted goods and material, fines and penalties
Intangible costs
Loss of goodwill (customer dissatisfaction), loss of customers, loss of
business opportunity (to sell, gain customers), damage to business reputation,
loss of confidence, damage to staff morale
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Service Delivery
Capacity Management
Availability Management
Service Level Management
IT Service Continuity Management
Financial Management for IT Services
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Elements of an SLA
General
– Introduction : Parties, Signatures, Service Description
– Reporting & Reviewing : Content, Frequency
– Incentives & Penalties
Support
Service Hours, Support, Change Procedures, Escalation
Delivery
Availability, Reliability, Throughput, Transaction Response Time, Batch
Turn-around Times, Contingency & Security, Charging
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Service Catalog
A Service Catalogue can be used to list the "normal" services provided by the IT
organization whereas Service Level Agreements can be set up for "special"
services
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Service Delivery
Capacity Management
Availability Management
Service Level Management
IT Service Continuity Management
Financial Management for IT Services
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Risk Assessment
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
Contingency Plan
Contents
– Administration
– IT infrastructure
– IT infrastructure management and procedures for operation
– Staff
– Security
– Continuity site
– Return to original situation
Scope
– Hardware, Software, Networks, Terminals/PCs, Accommodation (for IT and
users), Building facilities and Staff
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
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ITIL Foundations Certification Course
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
Service Delivery
Capacity Management
Availability Management
Service Level Management
IT Service Continuity Management
Financial Management for IT Services
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
Financial Management gives insight into the costs of the IT organization and
options to charge the costs - making it possible to run IT as a business
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
Budgeting
The process of predicting and controlling the spending of money within the
enterprise and consists of a periodic negotiation cycle (usually annual) to set
limits on budgets and the day-to-day monitoring of the current budgets.
Budgeting enables an organisation to :
– Predict the money required for a given period
– Ensure that actual spending can be compared with predicted spending
– Reduce the risk of over-spending
– Ensure that revenues are available to cover predicted spending
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
IT Accounting
The set of processes that enable the IT organization to fully account for
the way its money is spent (particularly the ability to identify costs by customer,
by service, by activity). It usually involves ledgers and should be overseen by
someone trained in Accountancy. IT Accounting enables an organisation by :
– Account for the money spent
– Calculate the cost of providing IT Services to both internal & external
services
– Perform cost-benefit or return-on-investment analyses
– Identify the cost of Changes
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
Charging
The set of processes required to bill a customer for the services supplied
to them. To achieve this requires sound Accounting, to a level of detail
determined by the requirements of the analysis, billing & reporting processes.
Charging enables an organisation to :
– Recover the costs of the IT Services from the Customers of the service
– Operate the IT Organisation as a business unit, if required
– Influence User and Customer behaviour
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
The critical success factors for Financial Management for IT Services are :
– Involve financial / accounting experts
– Interface with the other Service Management processes
– Use customer-based charging units
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
Service
Delivery
Financial IT Services
Service Level Availability Capacity
Management Continuity
Management Management Management
for IT Services Management
Requirements
Verification of Perform BIA and Service Capacity
Account Analysis
Feasibility assess design criteria Management
& Strategy Definition
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
Security Management
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
Security Management
The goal of Security Management is to counter risks of threats to one of the most
important assets for business: information
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
Confidentiality
Protecting sensitive information from unauthorized disclosure or intelligible
interception
Integrity
Safeguarding the accuracy and completeness of information and software
Availability
Ensuring that information and vital IT services are available and
accessible when required
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
Security organization
– With clear responsibilities and tasks
– Policies, codes of conduct
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
Defines its • Collect experiences, lessons learned
security • Improvement will be considered for the next The section
requirements round of planning & implementation security in SLA
based on its
is negotiated
business
between
requirements
customer and
service
provider
• Show
conformity
with SLA
• Management
without
information is
impossible
• SLA
• Underpinning contracts
• Define • OLA
processes, • Policy statement
functions, roles,
responsibilities
• Organization
structure
between • Maintaining awareness
sub-processes - Security works only if disciplined and
• Reporting • Internal audits motivated
structure/line of • External audits • Security incident handling responsiveness
command • Self-assessments • Security incident registration
• Security incident - measurement
evaluation - classification
- and reporting
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
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Kashif Baig - Service Management, Bangalore
ITIL Foundations Certification Course
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Kashif Baig - Service Management, Bangalore