Itil Short Note
ITIL Foundation Certification – My Short Notes
Information Technology Infrastructure Library (The Office of Government Commerce in the UK)
Definitions
Definition – ITSM
The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process, and information technology.
Definition – Functions
A team or group of people and the tools they use to carry out one or more processes or activities. Functions provide units of organization responsible for specific outcomes. Functions are logically isolated from each other.
Definition – Process
A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders. Process has following attributes.
Trigger, Activity, Dependency & Sequence
Process should be measurable
Process should produce specific output
Process should meet customer expectation
Definition – Process Owner
The person/role responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process.
Definition – Service Owner
The person/role accountable for the delivery of a specific IT Service. They are responsible for continual improvement and management of change affecting services under their care. The service owner is a primary stakeholder in all of the underlying IT processes that enable or support the service they own.
Definition – Service
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks.
Definition – RACI Model
R – Responsibility (at least 1R per activity who is doing the actual work)
A – Accountability (1 A per activity)
C – Consult
I – Inform
Service Strategy
The purpose is to define the perspective, position, plans, and patterns that a service provider needs to be
Information Technology Infrastructure Library (The Office of Government Commerce in the UK)
Definitions
Definition – ITSM
The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process, and information technology.
Definition – Functions
A team or group of people and the tools they use to carry out one or more processes or activities. Functions provide units of organization responsible for specific outcomes. Functions are logically isolated from each other.
Definition – Process
A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders. Process has following attributes.
Trigger, Activity, Dependency & Sequence
Process should be measurable
Process should produce specific output
Process should meet customer expectation
Definition – Process Owner
The person/role responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process.
Definition – Service Owner
The person/role accountable for the delivery of a specific IT Service. They are responsible for continual improvement and management of change affecting services under their care. The service owner is a primary stakeholder in all of the underlying IT processes that enable or support the service they own.
Definition – Service
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks.
Definition – RACI Model
R – Responsibility (at least 1R per activity who is doing the actual work)
A – Accountability (1 A per activity)
C – Consult
I – Inform
Service Strategy
The purpose is to define the perspective, position, plans, and patterns that a service provider needs to be