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Nuggets 02 – Terminology
1. Measured
2. Spesific Result
3. Meet Expectations
4. Trigers Change
Processes
1. Process practitioners
orang utama yang mengerjakan process
2. Process manager
yang memantau practitioners/ oversees certain things
3. Process Owner
memantau process sudah sesuai agreement dan
documented / define the process
Function
1. Design coordination
2. Supplier Mgmt
3. Information Security mgmt.
4. Service Catalog
5. IT service Continuity
6. Availablility mgmt.
7. Capacity Mgmt.
8. Service Level Mgmt
Service Transition
1. transition planning
2. knowledge mgmt.
3. release and deployment
4. service asset and config mgmt.
5. change mgmt
Service Operation Mgmt
Processes
1. event mgmt.
2. Request fulfillment
3. access Mgmt
4. Problem Mgmt
5. Incident Mgmt
Service Operartion
Functions
1. Service Desk
2. IT Operations
3. Application mgmt.
4. Technical mgmt
Service Strategy
Utility
Feature + support
Service Asset
To
establish and maintain a business relationship
between SP and customer based on business need
Identify
customer needs and SP able to meet these
needs. And understand These changing needs
Tools:
- Customer portofolio – Customer Agreement Portofolio
Activities:
-marketing, selling, delivery
- work with service portofolio
Nuggets 11 – Service Design
People
Product -> a services
Processes -> create SDP
Partner ->
Service Design Package
Requirement
Service Design
Organization readiness assessment
Service lifecycle
5 aspect of Service Design
1. Service Solution
2. Management Information System
3. Tech Architectures
4. Processes
5. Measure Method & Matrics
Nuggets 12 – Supplier Mgmt
OLA
= make sure support team internal help
meet the SLA target
SIP – Service Improvement Plan
formal plan to help improve a process or
service due to breaches of SLA
Nuggets 14 – Service Catagoue Mgmt
To
provide and maintain a single source of
consistent information on all operation services
and those being prepared to be run operationally
*available to authorized to view it
Service Catalog
Deliverables
Prices
Contact
Ordering and Request
Availability
Availability MGMT Sys
Downtime
Reliability = berapa lama ci tidak can perform without interuption
Resilience
Response Time = part of incident mgmt
Risk = event that can couse harm/loss to objective/treat
Vital Business Function = function that important to business
Serviceability = ability 3rd party to meet the contract
Availability
Theability of an IT Service or CI to
PERFORM its AGREED FUNCTION when
Required (%)
- provide advice and guidance
- produce up to date avail plan
- help diagnose and resolve problems
Availability MGMT
Capacity
Capacity Mgmt Information System
Modeling way to predict behavior
Tuning utilize
Service Capacity Mgmt ->
Application sizing
Capacity
To
control the lifecycle of all changes,
enabling beneficial change to be made with
minimum disruption of it services
Change Mgmt- terms to know
CAB
ECAB
RFC
Change Model (standard,normal,emergency)
Change Record (record all of detail)
Change Proposal
Remediation plan (rollback)
22 – Knowledge management
-Data fact
– Information who,when,what,where
–knowledge how
– wisdom why
SKMS – Services knowledge information
system
Maintain
business satisfaction and
confidence and efficient dlivery and
support
Minimize impact
Ensure access only to those authorized
Serv Ops – The balancing Act
1. trend analysis
2. root cause analysis
3. targeted prevention
30 – Event and Access management
Event Mgmt
manage event through their lifecycle
Access Mgmt
To provide the right for user to use services
term
Alert
notification that some CI need to be aware
Event
any change of state
Rights
who can access (the rights)
Event mgmt
1. request access
2. Verification
3. Provide Rights
4. Monitor Identity Status
5. Logging and Tracking Access
6. Removing or Restricting Rights
31 – Request Fulfillment