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ITILEssentialsStudyGuideIntroduction-TheUniversityof
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
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