ITIL Process?
ITIL - Information Technology Infrastructure Library, ITIL is a framework for
effectively managing IT services throughout the entire service lifecycle.
In ITIL, there are 4 types of process like service request management, Incident
management, Problem management, Change management.
The ITIL framework offers guidance and best practices for managing the five stages
of the IT service lifecycle: service strategy, service design, service transition, service
operation and continual service improvement.
Service Request Management?
Any planned task given by the user. There is no impact, urgency & priority.
This process handles user request for standard services that don’t require a change to
the IT infrastructure.
It includes logging, categorizing, prioritizing, and fulfilling service requests
efficiently to meet user needs.
Incident Management?
It was an unplanned or unexpected interruptions that may affect our business flow. We
have to give impact, urgency and priority.
This process deals with restoring normal service operation as quickly as possible after
an incident, minimizing the impact on business operations.
It focuses on logging, categorizing, prioritizing, investigating, and resolving incidents.
Problem Management?
A problem is a cause of conflicit or incident which is still unknown.
Problem management aims to identify the root cause of recurring incidents and
prevent future incidents from occurring.
It involves proactive investigation, analysis, and resolution of underlying issues to
minimize the impact on services.
Change Management?
Any code or data changes in production environment is comes under change
management.
It is responsible for controlling the lifecycle of all changes to IT infrastructure and
services.
It ensures that standardized methods and procedures are used for efficient and prompt
handling of all changes, minimizing the risk of disruption to services.
severity and priority?
Severity: In incident Severity is related to how severe impact in the normal flow of
business.
Priority: Priority is related to how quickly an issue should be resolve and fix.
Impact and urgency?
Impact: Impact refers to the extent of the consequences that an incident or problem
has on the business, users, or services.
Urgency: : Urgency reflects the time sensitivity or immediacy with which an incident
needs to be addressed or resolved.
SLA & OLA?
SLA: A service-level agreement (SLA) defines the level of service expected by a
customer from a supplier, that defines the level of service expected, including factor
like uptime, response time and resolution.
OLA: OLA is operational level agreement; it is commitment between internal
organizations.
How incident management works?
First, we must Identify whether the ticket is Incident or not.
Once we identified this is incident then we must create ticket in service now ticketing
tool.
Once done; we must create incident notification and publish via mail.
After these steps then we must start investing this issue. We have to give temporary
fix before getting into business impact.
If we want to do coding level of investigation, then we have to escalate to
development team.
Once Incident resolved then we must close the ticket after getting confirmation from
user.
How problem management works?
My TL will create problem ticket then with the help of development team, we have to
find root cause of issue. Once root cause has been found then will move to changes to
production environment. Will arrange the call in that call will loop dev team.
My manager will create one Jira ticket to development team to fix root case.
Based on issue priority, development team will create change tickets like normal
change, emergency change, retrospective change ticket (RCR).
How change management works?
If there is any code or data change, we have to fix with the help of develop team or
vendors,
Once get a change version first we have to deploy with pre-pod with testing team to.
After that we must sign-off and
we will arrange the CAB (Change Advisory Board) or CAC (Change Advisory
Committee) meeting for certain teams, once got an approval we put downtime tracker
for all users, we have to put server down to fix the changes.
After the fix in production then will up the server.
Types of change management?
Standard Changes: Standard Changes are pre-authorized; any value or data changes
are done by creating SCR ticket in service now tool.
Emergency Changes: For major incident changes that must be implemented
immediately in production we can go emergency changes; we must get only line
manager approval.
Retrospective change: For major incident changes that must be implemented
immediately, we can change without getting any approval process.
Normal Changes: For normal change, we must get all the approvals and follow
deployment process.
SLA priority?
If we get p4 incident, we have fix within 48 hours.
P3 - 24 hours, P2 - 10 hours, P1 - Within 5 hours.
Respond SLA is 15 to 30 mins for P1 and P2 issues and update SLA is 45min to 1 hr.
Application Support?
Application Support - Application support focuses on assisting end-users with using
specific software applications. It involves troubleshooting issues related to application
functionality, providing guidance on how use features and resolving any technical
problems that users encounter while using the application.
Production Support?
Production Support - Production support on the other hand, is concerned with
ensuring the smooth operation of the entire IT infrastructure and keeping the
production environment running smoothly. It involves monitoring system
performance, diagnosing and resolving system failures or downtime, implementing
fixes to prevent recurring issues and performing routine maintenance tasks to keep
systems up to date and secure.
3-tier application?
A three-tier application architecture is a software design pattern that separates an
application into three interconnected layers or tiers: presentation layer (also called the
user interface or client layer), business logic layer (also known as the application
layer), and data storage layer (sometimes referred to as the persistence layer). Each
layer has its own distinct responsibility and communicates with the other layers in a
structured manner.
Presentation Tier: This is the topmost layer that interacts directly with users. It is
responsible for presenting information to users and collecting user inputs. This layer
includes user interfaces such as web browsers, mobile apps, or desktop applications.
Its primary goal is to provide a user-friendly interface for users to interact with the
application.
Application Tier: This layer contains the core functionality and business rules of the
application. It processes and manages the application's data and implements the
business logic required to perform various operations. The business logic layer is
responsible for validating inputs, executing business rules, processing data, and
coordinating the application's workflow. It serves as an intermediary between the
presentation layer and the data storage layer.
Data Storage Tier: This is the bottommost layer responsible for storing and
retrieving data. It manages the persistent storage of application data in databases, file
systems, or other storage systems. The data storage layer handles tasks such as data
storage, retrieval, updating, and deletion. It ensures data integrity and provides
mechanisms for efficient data access and manipulation.
AWS?
Amazon Web Service is a supplementary of Amazon.com. Amazon has made it
possible to develop private virtual servers that can run worldwide via 'Hardware
Virtualization' on Xen hypervisor. These servers can be provisioned with different
types of application software that user might predict along with a range of support
services that not only makes cloud-computing applications possible but also make
them strong to withstand computation.
