ITILEssentialsStudyGuideIntroduction-TheUniversityof.pdfVIP

ITIL Essentials Study Guide Introduction Service Support Functions: ? Service Desk ? Incident Management ? Problem Management ? Change Management ? Configuration Management ? Release Management Service Delivery Functions: ? Availability Management ? IT Services Continuity Management ? Capacity Management ? Financial Management ? Service Level Management Configuration Management Objectives: ? Providing information on the IT infrastructure o To all other processes o IT Management ? Enabling control of the infrastructure by monitoring and maintaining information on: o All the resources needed to deliver services o Configuration Item (CI) status and history o Configuration Item relationships Tasks: ? Identification and naming ? Management information ? Verification ? Control ? Status Accounting Asset: Component of a business process like people, accommodation, computer systems, paper records, fax machines, etc. Configuration Management Database: A database, which contains all relevant details of each Configuration Item (CI) and details of the important relationships between CIs. A Configuration Item (CI): ? Is needed to deliver a service ? Is uniquely identifiable ? Is subject to change ? Can be managed A Configuration Item (CI) has: ? a Category ? Relationships ? Attributes ? a Status Variant: A Configuration Item (CI) that has the same basic functionality as another Configuration Item (CI) but is different in some small way (ex: has more memory) Baseline: A snapshot of the state of a Configuration Item and any component or related Configuration Items, frozen in time for a particular purpose (such as the ability to return a service to a trusted state if a change goes wrong) Configuration Management supports all other processes! Scope vs. Detail Relationships – Common Types: ? Is a component of ? Is a copy of ? Relates to ? Relates with ? Is used by Service Desk Objectives: ? To be the primary point of call for all: o Calls o Questions o Requests o Complaints o Remarks