The ITIL V3 Factsheet Benchmark Guide: An Award-Winning ITIL by Ivanka Menken, Gerard Blokdijk, Claire Engle

By Ivanka Menken, Gerard Blokdijk, Claire Engle

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Additional info for 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

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Who is RESPONSIBLE for the build, test and implementation of the change? What is the RELATIONSHIP between this change and other changes? g. baseline, service package, release package • As-planned configuration baseline • Test results, test report and evaluation report. g. baseline, service package, release package • Change schedule • Revised PSO • Authorized change plans • Change decisions and actions • Change documents and records • Change Management reports. org Phone: +61 (0)7 3252 2055 59 service transition Activities          Planning and controlling changes Change and release scheduling Communications Change decision making and change authorization Ensuring there are remediation plans Measurement and control Management reporting Understanding the impact of change Continual improvement.

Org Phone: +61 (0)7 3252 2055 34 service design AVAILABILITY MANAGEMENT Why Gartner research shows that people and/or process failures directly cause an average of 80 percent of mission-critical application service downtime. The other 20 percent is caused by technology failure, environmental failure or a disaster. The complexity of today's IT infrastructure and applications makes “highavailability” systems management difficult. Applications requiring high levels of availability must be managed with operational disciplines (including network monitoring, systems management activities etc) to avoid unnecessary and potentially devastating outages.

Maintainability The ability of the IT group to maintain the IT infrastructure in operational state and available according to the agreed service levels. Security Confidentiality, Integrity and Availability (CIA) of data. Vital Business Function The business critical element of the business process that is supported by the IT service. Resilience The ability of individual components to absorb or be flexible in times of stress. org Phone: +61 (0)7 3252 2055 36 service design Other Process Relationships The connection between Incident Management (detection), Problem Management (diagnosis), Change Management (repair time) and Availability Management is shown in the following diagram: The following metrics are commonly used in Availability Management:  Mean Time to Restore Services - MTTRS: average time between the occurrence of a fault and service recovery (or the downtime).

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