Archive for the ‘ITIL v2’ Category
The ITIL Weblog is proud to present you the Powerpoint and PDF presentation about Problem Management process. It took a while to publish this one, but as I told you we’ve been switching from hoster and that took some time. Enjoy this introduction.
Introduction to Problem Management
It is the intent of Problem Management to find Known Errors in the IT Infrastructure.
Everything you do within this process is focused on:
- Finding what the Known Error is (Problem Control & diagnosis)
- Identifying alternative solutions for the removal of the Known Error (Error control)
- Raising a request for change (RFC) to request for the deletion to happen
- Checks after a change is performed to see that the Known Error is gone
The Problem Management process also has an element of proactive troubleshooting. The concept here is to identify and facilitate the removal of errors before they manifest themselves as end-user complaints or queries.
The free download section
- Introduction to Problem Management (.PDF format created by OpenOffice)
The Buy-us-a-beer download section
- (.PPT format created by OpenOffice)
For access to the Buy-us-a-beer download section you need to log in or register!
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Check out this cool video, found at YouTube.com:
The ITIL Weblog is proud that many people find the weblog interesting and use it as a source to share information in order to help others! Every week the number of visitors increases and more and more people help us to share information.
Besides this ITIL weblog many practise exams can be found on other sites. In this post we’ll publish all posts to external content. If you have an interesting link for others then please leave a comment.
ITIL foundation exams on the ITIL Weblog:
External links to ITIL foundation exams:
- ITIL Foundation V3: sample exam with 72 questions and answers on Rapidshare.com
- ITIL Foundation (V2?) papers on Itiltests.co.uk/: Sample paper 1, Sample paper 2, Sample paper 3, Sample paper 4, Sample paper 5 and Sample paper 6.
The next downloads added at the ITIL Weblog is a presentation of the Incident Management proces. The presentation is available in PDF format and in PPT format.
Introduction to Incident Management
This process is in place to get the end-user back to work – following an interruption to normal service delivery – as soon as possible. It is symptom-driven and the only concern is speed of response, and the continuation of the business process.
Incident Management uses information out of the Problem Management process (work arounds and Known Errors) and the Configuration Management process (linking Incidents to Configuration Items)
A large component of Incident Management is the administration and tracking of the incident itself.
The free download section
- Introduction to Incident Management (.PDF format created by OpenOffice)
The Buy-us-a-beer download section
- (.PPT format created by OpenOffice)
For access to the Buy-us-a-beer download section you need to log in or register!
Log in
Check out this cool video, found at YouTube.com:
The ITIL Weblog is trying its best to help you with the preparation of your ITIL foundation exam. In the series of ITIL foundation sample exams we’ve added a new exam. Arindam created this new added exam, so you can prepare for your exam.
So, today we present you the second ITIL Foundation sample exam, provided by Arindam. If you have any questions or feedback for this exam then leave a comment.
Are you studying for the ITIL Foundation Certification Exam? Here is a free practice test to help you check your knowledge before the actual exam. Like the real exam, the practice test will present you with 40 questions, and you’ll need a 65% to pass.
- Sample questions with answers for the ITIL foundation exam 4
- Sample questions with answers for the ITIL foundation exam 5
Please let us know how you like this practise exam for ITIL foundation. Do you like anything changed??
P.s. Don’t look for the sample exams 2 and 3. They have not passed the quality test (yet). Have fun with the ITIL foundation questions and answers.
The ITIL website is also created to help you with the preparation of your foundation exam. One of the first things we want to provide is a sample exam where you can test your knowledge. Today we present you the First ITIL Foundation sample exam, provided by Arindam. If you have any questions or feedback for this exam then leave a comment.
Are you studying for the ITIL Foundation Certification Exam? Here is a free practice test to help you check your knowledge before the actual exam. Like the real exam, the practice test will present you with 40 questions, and you’ll need a 65% to pass.
Please let us know how you like this practise exam for ITIL foundation. Do you like anything changed??
This download at the ITIL Weblog is about Service Desk. We provide a download in PDF format and in the PPT format.
Introduction to Service Desk
The main goal of Service Desk is to provide a vital day-to-day contact between Customers, Users, IT services & third party support organizations. The Service Desk is also providing a single point of contact for all calls.
The Service Desk has to facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities.
Last but not least the Service Desk generates reports, communicates and promotes the IT department. So providing value to an organization.
The goals, activities and different types of a Service Desk are bundled in a PDF and a ODP file. The PDF is in the Free Download Section, the PPT in the Buy-us-a-beer download section.
The Free download section
- Introduction to Service Desk (.PDF format created by OpenOffice)
The Buy-us-a-beer download section
- Ready to use powerpoint presentation: Introduction to Service Desk.
Click the Buy-now button to directly download this presentation.For access to the Buy-us-a-beer download section you need to log in or register!
Log in
Check the download page for instructions and a complete overview of available downloads. In short:
- First register on this site and log in;
- Second Buy-us-a-beer and download. Cheers!
Today we’ve started with our download section. The first download available at the ITIL Weblog is about configuration management. We provide a download in PDF format and in the ODP format.
Introduction to Configuration Management
The main goal of Configuration Management it to provide information on the IT Infrastructure to all other processes and to the IT Management. Doing so it enables the control of the infrastructure by monitoring and maintaining information on:
- all the resources needed to deliver services
- Configuration Items (CI) status and history
- Configuration Item relationships
The goals, terminology and activities of configuration management are bundled in a PDF and ODP file. The PDF is in the Free Download Section, the ODP in the Buy-us-a-beer download section.
The Free download section
- Introduction to Configuration Management (.PDF format created by OpenOffice)
The Buy-us-a-beer download section
- Ready to use powerpoint presentation: Introduction to Configuration Management.
Click the Buy-now button to directly download this presentation.For access to the Buy-us-a-beer download section you need to log in or register!
Log in
Check the download page for instructions and a complete overview of available downloads.
Security management
Objectives
In recent decades, almost all businesses have become more dependent on information systems. The use of computer networks has also grown, not only within businesses but also between them, and between businesses and the world outside. The increasing complexity of IT infrastructure means that businesses are now more vulnerable to technical failures, human error, intentional human acts, hackers and crackers, computer viruses, etc. This growing complexity requires a unified management approach. Security Management has important ties with other processes. Other ITIL processes, under the supervision of Security Management, carry out some security activities.
Security Management has two objectives:
- To meet the security requirements of the SLAs and other external requirements further to contracts, legislation and externally imposed policies.
- To provide a basic level of security, independent of external requirements Security Management is essential to maintaining the uninterrupted operation of the IT organisation.
It also helps to simplify Information Security Service Level Management, as it is much more difficult to manage a large number of different SLAs than a limited number.
The process input is provided by the SLAs, which specify security requirements, possibly supplemented by policy documents and other external requirements. The process also receives information about relevant security issues in other processes, such as security incidents. The output includes information about the achieved implementation of the SLAs, including exception reports and routine security planning.
At present, many organisations deal with Information Security at the strategic level in information policy and information plans, and at the operational level by purchasing tools and other security products. Insufficient attention is given to the active management of Information Security, the continuous analysis and translation of policies into technical options, and ensuring that the security measures continue to be effective when the requirements and environment change. The consequence of this missing link is that, at the tactical management level, significant investments are made in measures that are no longer relevant, at a time when new, more effective measures ought to be taken. Security Management aims to ensure that effective Information Security measures are taken at the strategic, tactical and operational levels.
Benefits
Information Security is not a goal in itself; it aims to serve the interests of the business or organisation. Some information and information services will be more important to the organisation than others. Information Security must be appropriate to the importance of the information. Striking a balance between security measures and the value of the information, and threats in the processing environment develops tailor-made security.
An effective information supply, with adequate Information Security is important to an organisation for two reasons:
- Internal reasons: an organisation can only operate effectively if correct and complete information is available when required. The level of Information Security should be appropriate for this.
- External reasons: the processes in an organisation create products and services, which are made available to the market or society, to meet defined objectives. An inadequate information supply will lead to substandard products and services, which cannot be used to meet the objectives and which will threaten the survival of the organisation. Adequate Information Security is an important condition for having an adequate information supply. The external significance of Information Security is therefore determined in part by the internal significance. Security can provide significant added value to an information system. Effective security contributes to the continuity of the organisation and helps to meet its objectives.
Security Management
Introduction
Business processes can no longer operate without a supply of information. In fact, more and more business processes consist purely of one or more information systems. Information Security Management is an important activity, which aims to control the provision of information, and to prevent unauthorised use of information. For many years, Information Security Management was largely ignored. However, this is changing. Security is now considered as one of the main management challenges for the coming years. The interest in this discipline is increasing because of the growing use of the Internet and e-commerce in particular.
More and more businesses are opening electronic gateways into their business. This introduces the risk of intrusion. What risks do we want to cover, and what measures should we take now and in the next budgeting round? Senior Management has to take decisions and these decisions can only be taken if a thorough risk analysis is undertaken. This analysis should provide input to Security Management to determine the security requirements. These requirements affect IT service providers and should be laid down in Service Level Agreements. Security Management aims to ensure that the security aspects of services are provided at the level agreed with the customer at all times. Security is now an essential quality aspect of management. Security Management integrates security in the IT organisation from the service provider’s point of view. The Code of Practice for Information Security Management (BS 7799) provides guidance for the development, introduction and evaluation of security measures.
Basic concepts
Security Management comes under the umbrella of Information Security, which aims to ensure the safety of information. Safety refers to not being vulnerable to known risks, and avoiding unknown risks where possible. The tool to provide this is security. The aim is to protect the value of the information. This value depends on confidentiality, integrity and availability.
- Confidentiality: protecting information against unauthorised access and use.
- Integrity: accuracy, completeness and timeliness of the information.
- Availability: the information should be accessible at any agreed time.
This depends on the continuity provided by the information processing systems.
Secondary aspects include privacy (confidentiality and integrity of information relating to individuals), anonymity, and verifiability (being able to verify that the information is used correctly and that the security measures are effective).
ITIL Service Management Processes
Service Support Set
This post describe in brief the Service Support processes. These processes are generally referred to as “operational” processes.
Service Desk
The business users / end-users need IT services to improve the efficiency of their own business processes. When they can’t use the IT services, they have trouble achieving their objectives.
End-users of services need a single point of contact with the IT organisation.
The Service Desk should be the single point of contact for all end-users. This is where ALL questions, issues and requests are logged and recorded.
The type of Service Desk you need depends on the requirements of your customer base.
ITIL defines Service desk types in terms of skill and structure.
Skill levels Service Desk:
- Call Centre
- Unskilled Service Desk
- Skilled Service Desk
- Expert Service Desk
Service Desk structures:
- Centralised Service Desk
- Distributed Service Desk
- Virtual Service Desk
- Split Function Service Desk
Incident Management
This process is in place to get the end-user back to work – following an interruption to normal service delivery – as soon as possible. It is symptom-driven and the only concern is speed of response, and the continuation of the business process.
Incident Management uses information out of the Problem Management process (work arounds and Known Errors) and the Configuration Management process (linking Incidents to Configuration Items)
A large component of Incident Management is the administration and tracking of the incident itself.
Problem Management
It is the intent of Problem Management to find Known Errors in the IT Infrastructure.
Everything you do within this process is focused on:
- Finding what the Known Error is (Problem Control & diagnosis)
- Identifying alternative solutions for the removal of the Known Error (Error control)
- Raising a request for change (RFC) to request for the deletion to happen
- Checks after a change is performed to see that the Known Error is gone
The Problem Management process also has an element of proactive troubleshooting. The concept here is to identify and facilitate the removal of errors before they manifest themselves as end-user complaints or queries.
Change Management
A robust Change Management process ensures that the Change Manager is in full control of the changes to the IT infrastructure.
Change Management is NOT about performing changes risk free. It is about performing changes with a minimal risk OR consciously taken risk.
It is therefore important to involve the clients or client representatives in the change management process.
All projects start through Change Management as all projects wish to change something to the IT Infrastructure: they either modify the current infrastructure or add/remove a component.
Change Management is more than just Change Control. The Change Management process starts with the RFC being raised and keeps control from the assessment and acceptance of the RFC through to the Post Implementation Review.
All other processes issue RFC’s to Change Management for necessary upgrades to improve their effectiveness and efficiency. Change Management needs information from all other processes in order to perform the risk assessment regarding requested changes.
Release Management
As soon as Change Management has approved a change, where appropriate, it hands it over to Release management to release the change into the appropriate environment.
Release Management performs version control and controls the movement of software, hardware and other infrastructure components from the development environment to the test environment and into production.
Release management also manages the Definitive Software Library (DSL), in which it stores all master copies of the software CIs. The Definitive Hardware Store (DHS) is a physical storage area with the authorised spare parts and other components of the non-software CIs.
All products that go into the DSL of DHS need to be checked for damage and viruses before they are stored.
The management of impending release notifications is an important part of this process (especially with regard to advance warnings to the Service Desk).
Configuration Management
There is no easy way to manage your IT service Delivery in a consistent manner, when you don’t know all the resources that you have at your disposal.
Lot’s of IT organisations don’t know what they own, or what they use to deliver the IT services to their customers.
Configuration Management is the process that keeps a track of all the Configuration Items you need in order to deliver the IT Services.
Information about Configuration Items (CIs) is held in a Configuration Management Data Base (CMDB).
CIs include –and are not limited to- Hardware items, software items, SLAs, Disaster Recovery Plans, policy statements, etc.
Crucially a CMDB also defines relationships between CI’s. That is, whether a CI “is part of”, “is connected to”, “belongs to”, “joins with”, etc. another CI.
Configuration Management makes sure that the information about the CIs, stored in the CMDB, is accurate and up to date. All other processes rely heavily on this process.