[12:08 PM] Jayaraj Alagarsamy [External]

ITIL - Information Technology Infrastructure Library - ITSM Framework (IT Service

Management)
- Framework -> Standards, Policies, Procedures, Guidelines, Practice etc..
- ITIL - BEST PRACTICE (Set of Processes) -> Global Public License (Free to use)
- Framework -> Helps to offer effective and efficient good service to our customer in
order to achieve good business value and feedback from customer without any
extra cost. (Business will grow automatically)
- Best Practice - List of Processes (Series of steps) - You can customized the
processes according to customer's needs
- 26 Processes and 4 Functions
ITIL - 1980 ITIL v1 - 2000 ITIL v2 - 2007 ITIL v3 - 2011 (Now in Practice, Service Life
Cycle Approach) - 26 Processes and 4 Functions ITIL v4 - 2019 (Now in Practice, Service
Life Cycle Approach) - 30 Processes and 4 Functions
1. ITIL - set of best practice practiced by most Infrastructure service providers to
deliver the good service to the customers to meet their business needs within desired
cost or no cost and with best quality -> to gain the business value from your
customer without extra cost and risk but with best quality
2. Service - Support - delivering good service to customer by achieving
customer's desired requirements working within given constraints to gain good
value
- VALUE : UTILITY (What customer gets or service needs to fulfill customer needs)
+ WARRANTY (How it is getting delivered or service is available when a user needs it)
- VALUE : FIT for Purpose + FIT for Use/Objective
3. Agreement -> Agreed Deal between SP and Customer (SLA,OLA and UC)
- SLA - Service Level Agreement -> Agreement between SP and External Customer (IT
Service) - OLA - Operational Level Agreement -> Agreement between SP and Internal
Customer (IT Service) - UC - Underpinning Contract -> Agreement or contract
between SP and Third Party company or Suppliers to provide service to
their External and Internal Customers
4. Service Providers - To Implement ITIL (Service Life Cycle -> 5 Phases or Stages)
1. Service Strategy - Plan for new Service and change on existing services(Resources
and capabilities) (JIO - WFH - RS500 - 120GB - 30day)
2. Service Design - design the new service or alter the existing services (Blueprint)
3. Service Transition - handover or Move the designed service from Development
Phase to Production Phase 4. Service Operation - Day to Day activities (SP will use
the degined service to offer the same to customer)
- 4 Functions 5. CSI - Continous Service Improvement -> Keep on
monitor the exiting service for any improvment or update or upgrade
-> if any improvments needed, then go to 1st Phase and alter the
services with improvements
5. Functions - Group of people using tools, techniques and technologies required to
carroy out one or more processes and activities in service operation stage to
customers
6. Processes - Series of steps -> defines policies, procedures, guidelines, activities,
instructions, standards and BEST PRACTICE
- sequence of activities to accomplish a task
- processes in each phases - get input and deliver the desired output of every
phases
- Characteristics of Process:
1. Process the delivers the desired output 2. Process transform the
inputs into desired output (Every phases) 3. Process responds to a specific event
or Trigger 4. Process has lot of metrics (measure) 5. Process guides
you WHAT TO DO not HOW TO DO

[12:08 PM] Jayaraj Alagarsamy [External]

1. Service Strategy -> Plan the service (Define the Market, Resource & Capabilities)
-> Process: 1. Service Protfolio Managment 2. Demand
Managment 3. Financial Management 4. Business Relationship
Management
2. Service Design - Provides the blueprint for the services (Design Phase) -
Design aspsect and packages - Prepare -> Agreements - Process:
1.Service Level Management 2.Service Catalogue Management
3.Availability Management 4.Capacity Management 5.Service
Continuity Management 6.Supplier Management 7.Information
Security Management
3. Service Transition - Implementation Phase - Handover - ensure proper transition of
service to production
- Process: 1.Project Management 2.Service Assests and
Configuration Management 3.Release and Deployment Management
4.Service Validation Testing 5.Changes Management
4. Service Operation - Functions offering the moved service to customers based on
agreement - includes Monitoring the activities, resolving incidents, fulfilling
request and carry out day-to-day operational tasks - Process: (first 4 process
will help to resolve any incidents)
1.Event Management 2.Incident management 3.Problem
Management 4.Change Management
5.Request Fulfilment (fulfill customer request)
6.Access Management (provides access to customer based on
permissions/rights)
5. CSI - deals with measures or monitoring for improvements and ensure the quality of
services (by learning from past failure and success)
-> Process: Service Measurement, Service Reporting and then Service Improvements
-> PDAC -> Plan Do Act Check
- 7 steps model: (Org's Goals and Vision - Future goal)
1. What is to be measured? -> Define what you should measure 2. What can
be measured? -> define what you can measure 3. Gather the data - Who? When?
What? How? 4. Process the data - Frequency? Format? System? Accuracy? 5.
Analysis the data - Trends and identity the corrective actions 6. Present the data -
assessment, summary with action points 7. Plan for improvement - Implement the
correction actions

. Service Strategy -> Plan the service (Define the Market, Resource & Capabilities)
-> Process:
1. Service Protfolio Managment
2. Demand Managment
3. Financial Management
4. Business Relationship Management

2. Service Design - Provides the blueprint for the services (Design Phase)
- Design aspsect and packages
- Prepare -> Agreements
- Process:
1.Service Level Management
2.Service Catalogue Management
3.Availability Management
4.Capacity Management
5.Service Continuity Management
6.Supplier Management
7.Information Security Management
3. Service Transition - Implementation Phase - Handover - ensure proper transition of
service to production
- Process:
1.Project Management
2.Service Assests and Configuration Management
3.Release and Deployment Management
4.Service Validation Testing
5.Changes Management
4. Service Operation - Functions offering the moved service to customers based on
agreement
- includes Monitoring the activities, resolving incidents, fulfilling request and carry out
day-to-day operational tasks
- Process: (first 4 process will help to resolve any incidents)
1.Event Management
2.Incident management
3.Problem Management
4.Change Management
5.Request Fulfilment (fulfill customer request)
6.Access Management (provides access to customer based on permissions/rights)
5. CSI - deals with measures or monitoring for improvements and ensure the quality of
services (by learning from past failure and success)
-> Process: Service Measurement, Service Reporting and then Service Improvements
-> PDAC -> Plan Do Act Check
- 7 steps model: (Org's Goals and Vision - Future goal)
1. What is to be measured? -> Define what you should measure
2. What can be measured? -> define what you can measure
3. Gather the data - Who? When? What? How?
4. Process the data - Frequency? Format? System? Accuracy?
5. Analysis the data - Trends and identity the corrective actions
6. Present the data - assessment, summary with action points
7. Plan for improvement - Implement the correction actions

4 Functions :
1. Service Desk or Customer Care or Help Desk
-> first and Single point of contact for customer
2. IT Operation Management -> IT Operation Team and Facilities Mgmt
-> IT Operation Team -> Monitoring and controlling the IT Services and Complete ORG
IT Infrastructure
-> Failities MGMT -> Manages the physical environment (Procurement)
3. Application Mgmt -> configuring, managing and troubleshooing application
4. Technical Managment -> Technical Expertise and Support for complete IT
infrastructure

CI - Configuration Item - Software or Hardware used for delivering the services

Ex of CI:
1. Laptop, Server, mobile and workstation
2. Networking devices
3. Server - Application, Services, Database, Web Servce, Backup, Mail and File Storage
4. Client Application
5. KB, Mouse, Printer, Scanner
6. Tools and Techniques

Service Operation
1.Event Management
2.Incident management
3.Problem Management
4.Change Management
5.Request Fulfilment (fulfill customer request)
6.Access Management (provides access to customer based on permissions/rights)

1. EVENT Mgmt
Event -> A change of state of any CI, Which has significant impact in service delivery
Event Mgmt -> Ensure that all CIs are constantly monitored and identify the event,
Categorize the event to take appropriate action
Types of Events -> Information, Warning/Alert and Error/Exceptional
Information Event - No impact of service delivery
Warning - Occures with critical alert, indicates the high possibility of impact of service
delivery
Exceptional - 100% Impact - Sure its Incident

CPU Utilization
1% to 60% -> Information Event
61% to 90% -> Warning/Alert
90% to 100% -> Error
If you receive any Error event and Warning event (High Impact) -> Record it as Incident
in Incident Management

2. Incident Mgmt
-> Identify the severity of Incident and Try to resolve it
-> If not able to resolve, Provide temp. workspace for customer to continue their work
and take that incident as problem
to problem management (idenfify the root cause of incident)
-> Incident Priority -> Based on IMPACT and URGENCY (Severity based on critical
resource)
P1 to P5 -> Extremely High, High, Moderate, Low and Extremely Low
-> Incident Escalation -> Functional Escalation and Hierachical Escalation
3. Problem Mgmt
-> Identify the root cause of incident
-> Identify the problem. If problem is Known (KED - Known Error Database (solution for
all known problems)) - Proactive Problem Mgmt
-> If problem is Unknwon - Reactive Problem Mgmt - Find the possible solution to fix the
problem and then add the solution into KED (Unknown to Known)
-> if solution of problem requires some changes then take it Change Mgmt
4. Change Mgmt
->Raise RFC (Request for Change) with Change Authority (Manager)
->Schedule the change (inform the users not to use the resource)
-> Types of changes -> Normal, Standard and Emergency