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ITSM Study Notes

The document outlines key components of IT Service Management (ITSM), including Service Strategy, Design, Transition, Operation, and Continual Service Improvement. It covers inventory management, service management lifecycle, demand and financial management, and various management activities such as change and problem management. Additionally, it discusses risk management and the importance of configuration items in maintaining service quality and efficiency.

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27 views3 pages

ITSM Study Notes

The document outlines key components of IT Service Management (ITSM), including Service Strategy, Design, Transition, Operation, and Continual Service Improvement. It covers inventory management, service management lifecycle, demand and financial management, and various management activities such as change and problem management. Additionally, it discusses risk management and the importance of configuration items in maintaining service quality and efficiency.

Uploaded by

sjainish259
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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ITSM Exam Study Notes

1. Fundamental Components of ITSM

- Service Strategy - Defines the organization's approach to IT service delivery.

- Service Design - Designs new or changed services.

- Service Transition - Ensures smooth transition from design to operation.

- Service Operation - Manages services during operational use.

- Continual Service Improvement (CSI) - Identifies ways to improve services over time.

2. Inventory Management

Definition: Process of tracking and managing IT assets.

Benefits:

- Improved utilization

- Cost reduction

- Better compliance

Example: Tracking laptops issued to employees.

3. Service Management

Definition: Coordination of IT service design, delivery, and improvement.

Benefits:

- Aligns with business needs

- Increases satisfaction

- Operational efficiency

Lifecycle: Strategy -> Design -> Transition -> Operation -> CSI

4. Concepts of Service Design

Includes Service Level, Capacity, Availability, Continuity, Security, and Supplier Management.

Example: Designing a banking portal with 99.9% uptime.

5. Demand & Financial Management

Demand Management: Balances resources with demand.

Financial Management: Controls budgeting and cost transparency.


ITSM Exam Study Notes

6. Service Design Activities

Activities: Design service solutions, SLRs, capacity plans, availability & continuity plans.

Flow: Requirements -> Design Solution -> Design Processes -> Metrics

7. SLM, Capacity & Availability Management

SLM: Manages SLAs and service quality.

Capacity: Ensures infrastructure meets demands.

Availability: Guarantees accessibility of services.

8. ISM and ISM Policies

ISM: Protects confidentiality, integrity, and availability.

Policies: Access Control, Password, Retention, Incident Response, Acceptable Use.

9. Service Transition

Definition: Moves new/changed services to live.

Benefits: Risk reduction, smooth deployment, quality assurance.

10. Change Management

Definition: Controls changes with minimal disruption.

Benefits: Reduced risk, better coordination.

7 Rs: Raised by, Reason, Return, Risks, Resources, Responsible, Relationships.

11. Configuration Items (CIs)

Definition: Any component in CMDB.

Types: Hardware, Software, Network, Docs

Attributes: ID, version, status, owner.

12. Service Operation Overview

Objective: Run and support services efficiently.

Functions: Service Desk, Technical Mgmt, IT Ops


ITSM Exam Study Notes

Processes: Incident, Problem, Event, Access, Requests

13. Event Management

Monitors events to detect issues.

Incident: Unplanned outage

Request: User asks for something

14. Risk Management

Process: Identify -> Analyze -> Mitigate -> Monitor

Example: Use MFA to reduce data breach risk.

15. Problem Management

Identifies root cause of incidents.

Types: Reactive (after), Proactive (before)

Steps: Detection, Logging, RCA, Workarounds

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