ITILV3 - Day 39

ITIL Service Lifecycle

The ITIL Service Lifecycle is a public framework and standard that defines the five stages that service goes through during its life -

Service Strategy, 
Service Design, 
Service Transition, 
Service Operation, 
and Continual Service Improvement.

All five stages of the ITIL Service Lifecycle are focused on the value the IT services deliver.

Value is the heart of the service concept. A service should always deliver Value to customers.

ITILV3 - Day 38

IT Service Continuity Management (ITSCM)

IT Service Continuity strategy is based on:

1. Risk assessment
2. Business continuity strategy
3. Business Impact Analysis

ITSCM analyzes and controls the risks that could affect IT Services

A risk is a possibility that something bad might happen as a result of something else happening.

Example: If I build a an oceanfront house, there is a risk that a hurricane could destroy it.

Risk Management ensures that:

1 - Operations continue after a major event. (An earthquake?)
2 - Assets (information, facilities and building) are protected.
3 - Workplace is safe for emplyees and customers.

Some times it seems to me that ITIL says, over and over again, the same thing, only changing the order of the words.

ITILV3 - Day 37

IT Operations Management

IT Operations Management performs and monitors daily operational activities and events.

Example: IT Operations Management comprises the staff in a NOC (Network Operations Center).

Operations Management objectives:

1 - Diagnose IT Operations failures quickly.
2 - Improve service and reduce costs.
3 - Maintain stable processes and activities.
When it comes to Brasil Operations Management and Área de Infraestrutura are the same thing.

ITILV3 - Day 36

Internal and External Customers and Services

Internal Customers belong to thesame organization as the service provider. For example: departments, teams, or units. Internal Services are provided to customers in the same organization.

External Customers are not part of the organization providing the service. They enter into contracts with the service provider for service and pay money for those services.

External Services are provided to external customers.

ITILV3 - Day 34

Incident Management

Objectives:

1. Reduce the adverse effect on business operations.

2. Return to normal service operation quickly

Incident Models and Known Error Records are used to manage an Incident.

An incident Model predefines a standard method of steps that will be taken to handle and incident.

Successful incident management begins with logging every incident, requiring and categorizing incidents to assist with trend analysis.

Incident closing procedures:
1. Assign the correct incident category.
2. Ensure user satisfaction.
(Obvius)

Hierarchic Escalation means to notify IT managers about an incident.
(It seems to me that HIerarchic Escalation has nothing to do with solving the problem)
Functional Escalation means to escalate up the service chain for support and problem resolution.