The ITIL V3 Factsheet Benchmark Guide: An Award-Winning ITIL Trainers Tips On Achieving ITIL V3 And ITIL Foundation Certification For ITIL Service Management, Second Edition

134 Pages·2009·5.43 MB·English

by  Gerard Blokdijk, Claire Engle, Ivanka Menken

IT IL®
FA C TS H EETS

FOREWORD

Thank you for your interest in our ITIL® Factsheets. These process factsheets have been
very helpful to many of our clients in preparing for their ITIL Service Management
Practices certification exams and in their daily jobs.

This version of the factsheets is based on ITIL v3 and will give you the most up-to-date
information about the framework. It also offers an overview of the inter-process
relationships: vital information for everyone who needs to fully understand the benefits of
the ITIL® framework.

The strength of the ITIL® framework and the Service Lifecycle is not in the individual
processes, but in the synergy and structure they create together to support the IT Service
Management organization.

I am certain that you will enjoy these factsheets and refer back to them over and over
again.

Regards

Ivanka Menken
Executive Director
The Art of Service Pty Ltd
http://www.theartofservice.com/

Notice of Rights: © The Art of Service. All rights reserved. No part of this book may be reproduced or transmitted in any
form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of
the publisher.

Notice of Liability: The information in this book is distributed on an “As Is” basis without warranty. While every
precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to
any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the
instructions contained in this book or by the products described in it.

Trademarks: Many of the designations used by manufacturers and sellers to distinguish their products are claimed as
trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the
designations appear as requested by the owner of the trademark. All other product names and services identified
throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of
infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other
affiliation with this book.

ITIL® is a Registered Community Trade Mark of OGC (Office of Government Commerce, London, UK), and is
Registered in the U.S. Patent and Trademark Office.

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TABLE OF CONTENTS

FOREWORD .............................................................................................. 1
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$99 RRP FREE! ......................................................................................... 2
TABLE OF CONTENTS ................................................................................ 3
Service Strategy Processes ...................................................................... 4
FINANCIAL MANAGEMENT FOR IT SERVICES ........................................... 5
SERVICE PORTFOLIO MANAGEMENT ...................................................... 10
DEMAND MANAGEMENT ....................................................................... 16
Service Design Processes ....................................................................... 20
SERVICE CATALOGUE MANAGEMENT ..................................................... 21
SERVICE LEVEL MANAGEMENT .............................................................. 25
CAPACITY MANAGEMENT ...................................................................... 30
AVAILABILITY MANAGEMENT ................................................................ 35
IT SERVICE CONTINUITY MANAGEMENT ................................................. 40
INFORMATION SECURITY MANAGEMENT ................................................ 45
SUPPLIER MANAGEMENT ...................................................................... 51
Service Transition Processes .................................................................. 56
TRANSITION PLANNING AND SUPPORT .................................................. 57
CHANGE MANAGEMENT ........................................................................ 59
SERVICE ASSET AND CONFIGURATION MANAGEMENT ............................. 64
RELEASE & DEPLOYMENT MANAGEMENT ................................................ 69
SERVICE VALIDATION & TESTING ......................................................... 74
EVALUATION ...................................................................................... 79
KNOWLEDGE MANAGEMENT ................................................................. 80
Service Operation Functions .................................................................. 84
SERVICE DESK FUNCTION .................................................................... 85
TECHNICAL MANAGEMENT FUNCTION .................................................... 89
IT OPERATIONS MANAGEMENT FUNCTION.............................................. 92
APPLICATION MANAGEMENT FUNCTION ................................................. 95
Service Operation Processes .................................................................. 98
EVENT MANAGEMENT .......................................................................... 99
INCIDENT MANAGEMENT .................................................................... 104
REQUEST FULFILLMENT ..................................................................... 109
PROBLEM MANAGEMENT .................................................................... 113
ACCESS MANAGEMENT ...................................................................... 118
CSI Processes ...................................................................................... 122
THE 7-STEP IMPROVEMENT PROCESS .................................................. 123
SERVICE MEASUREMENT AND REPORTING ........................................... 127
GLOSSARY ............................................................................................ 131
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service strategy

Service Strategy Processes
This section contains the factsheets for:
• Financial Management for IT Services
• Service Portfolio Management
• Demand Management

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FINANCIAL MANAGEMENT FOR IT SERVICES

Why

It is vital to have a Financial Management process implemented. Control of IT spending is fundamental to the
effective and efficient running of an IT organization. The IT Services market can be divided by the primary
methods of purchases made by end-users and service providers:

 Discrete — Project-specific contractual arrangement, with a predetermined scope of work to be
completed within a given time period; and
 Outsourcing — Annuity-based contractual arrangement that details how an organization will provide
services on an ongoing basis at a specified level of competency. Outsourcing arrangements usually
last between two and five years, but may be either shorter or longer.

Objective

 To provide cost-effective stewardship of the IT assets and resources used in providing IT
Services.

The aims for any IT Services organization should include:

 To be able to fully account for the spend on IT Services and to be able to assign these costs to the
services delivered to the organization's Customers; and
 To assist management decisions on IT investment by providing detailed cost analysis regarding
changes to IT Services.

Financial Management (for IT Services)
Budgeting
• Document the known budget cost of infrastructure
• Estimate variable budget items
• Production of the actual budget
Accounting • Deals with variations away from the expected budget
• Maintains accounts and cost centre information
Charging • Production of invoices based on agreed charging

(and collection of funds)

Inputs and outputs

IT Financial Management responsibilities do not exist solely within the IT finance and accounting domain.
Rather, many parts of the enterprise interact to generate and consume IT financial information.

 Service valuation – quantifies, in financial terms, the funding sought by the business and IT for
services delivered, based on the agreed value of those services.
• Provisioning Value
• Service Value Potential
 Demand modeling
 Service portfolio management
 Service provisioning optimization
 Planning confidence
 Service investment analysis
 Accounting
 Compliance
 Variable cost dynamics

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Activities

 Service Valuation
• Direct versus indirect costs
• Labor costs
• Variable cost elements
• Translation from cost account data to service value

 Service provisioning models and analysis
• Managed services
• Shared services
• Utility-based provisioning
• On-shore, off-shore or near-shore?
• Service provisioning cost analysis

 Funding model alternatives
• Rolling plan funding
• Trigger-based plans
• Zero-based funding

 Business Impact Analysis (BIA)

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Key Decisions

 Cost recovery, value centre or accounting centre?

 Chargeback: to charge or not to charge?

 Financial Management implementation checklist
• Track 1 – Plan
• Track 2 – Analyze
• Track 3 – Design
• Track 4 – Implement
• Track 5 – Measure

Terminology
Service Asset
A Service Asset is any capability or resource of a service provider.

Service Valuation
A measurement of the total cost of delivering an IT Service, and the total value of the business of that IT
Service. Service valuation is used to help the business and the IT Service provider agree on the value of the
IT Service.

Service Warranty
Service warranty for a service provides the customer a level of reassurance and guarantee to meet agreed
requirements.

Service Utility
Service Utility defines the functionality of an IT Service from the customer’s perspective (i.e. what the service
does).

Accounting Centre
Costing inputs with some elements of budgeting (no billing).

Recovery Centre
Account fully for all IT spend and recover costs from the customer.

Profit Centre
The IT organization operates as a separate business unit.

Notional Charging
Notional Charging creates cost-awareness without the physical exchange of money. “If we were going to
charge you, this is how much you would have to pay”.

Differential Charging
To try to influence behavior use of services at peak times may attract penalty fees and likewise use of
services at non-peak times attracts overall lower charges for the customer.

Cost

The costs fall into 3 broad categories:
 Staff - administration for Financial Management;
 Extra hardware and book keeping software; and
 Support Tools.

Once costs are visible, and particularly when Real Charging is in place, the demand for some services may
fall. This results in reduced revenue but is not really a cost of implementation, as it is in the organization's
interest to identify and reduce inefficient use of IT resources.
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