By John O. Long
ITIL 2011 At a look takes a graphical method of consolidating the knowledge of ITIL quantity three (2011). ITIL is an internationally-recognized set of top practices for offering IT carrier administration. IT businesses all over the world are imposing ITIL as a motor vehicle for making improvements to IT carrier caliber and increase go back on funding for IT companies.
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Additional resources for ITIL 2011 At a Glance
IT Service Continuity Plan – A plan to restore IT services after a major outage. Management of Risk (M_o_R) – A methodology to assess the impact of risks within an enterprise. Restoration – Returning a CI or service to its normal operating state after repair and recovery. Risk analysis – Determining the vulnerability to IT service threats. BPMN Workflow Architecture Considerations This process is fairly well-architected by ITIL but is missing the activities to restore services from a continuity state to the normal state.
Overview Diagram Triggers RFCs of new or changed services Service breaches and alerts Review of Review of availability designs forecasts Review of Change of business and availability Periodic IT plans and risk or activities strategies impact New or changed SLAs, OLAs, UCs Outputs Inputs Business strategy and plans Business impact analysis Risk analysis reports Activities Reactive activities Proactive activities Availability Management Roles Reactive availability management Availability Management Process Owner Proactive availability management Service information Availability Management Process Manager Service costs Change and release schedules INC PRB CAP SCO CI information Service level targets Requirements for underlying technology Network topology, tech assessments Past availability measurements Incident and problem information SLM availability request SLM Availability Mgt Information System Availability Plan Proposed service level targets Service availability reports Component availability reports Updated risk analysis information Availability monitoring requirements Primary interfaces Availability test schedule Preventive maintenance schedules Projected Service Outage Proactive availability procedures Service improvement input ITIL® 2011 At a Glance Key Concepts Availability – The ability of an item to perform its function when required.
O. 1007/978-1-4614-3897- 7_4, © The Author 2012 26 ITIL® 2011 At a Glance Overview Diagram Service Catalog Management Service Level Management Utility Design Coordination Requirements Engineering Supporting Processes and Practices Warranty Availability Management Capacity Management Information Security Management IT Service Continuity Management Supplier Management Data and Information Management Application Management Key Rectangle with gray background – Process Rectangle with white background – Practice The design of services is at the heart of this lifecycle stage 27 ITIL® 2011 At a Glance Service Design Key Concepts Service Availability Service availability Service outage Uptime • • • • • Downtime Detect Diagnose Repair Recover Restore Service interruption Service outage Service availability Uptime • • • • • Service restoration Downtime Detect Diagnose Repair Recover Restore Service interruption Service restoration Time between system incidents Time between failures Several standard metrics are used to measure service availability Information Security 28 ITIL® 2011 At a Glance Information security involves identifying threats, vulnerabilities, and risks, and then implementing appropriate controls Service Continuity Normal service operation Disaster Invocation Recovery Return to normal Service continuity is a cycle involving service operation, disaster, invocation, and recovery Design Coordination Purpose Coordinate all service design work, including planning, resourcing, compliance, and handoff to service transition.