ITIL Framework and IT Service Management Essentials

Posted on Jan 12, 2025 in Business Administration and Innovation Management

IT Service Management and ITIL Framework Fundamentals

  • An IT service is a point of contact between users and technology.
  • The concept of value is subjective.
  • An IT service consists of a generic name, a product, and offerings.
  • When a customer needs replacement parts, it is an example of an “Offering” service component.
  • ITIL stands for Information Technology Infrastructure Library.
  • ITIL is a set of best practices and guidelines for effectively aligning and managing IT services for an organization.
  • The ITIL 4 framework consists of 2 models: The Four Dimensions Model and the Service Value System.
  • ITIL practices are broken down into 3 categories: General Management Practices, Service Management Practices, and Technical Management Practices.
  • The ITIL framework provides a set of practices that act as guidelines when designing, implementing, delivering, and supporting specific IT service components.
  • Service Desk is also considered a unit, depending on the context that it is being referred to.
  • A degradation in accessing the wireless service would be considered an Incident Request.
  • A client contacting the Service Desk for the location of the IT Service Catalogue would be an example of a Service Request.
  • The main purpose of Incident Management is to restore normal service operation as quickly as possible.
  • Relationship Management provides an opportunity for IT to work with business clients to better understand their business needs in order to help deliver effective IT services.
  • The role that provides a product is referred to as a Vendor.
  • Part of a Business Analyst’s role is to coordinate and hold elicitation sessions.
  • “Organization” is also known as a business as a whole.
  • Simple Process Workflow and Cross-Functional Workflow are the two types of process workflows we looked at in this course.
  • A process can identify roles, responsibilities, and tools in order to help set expectations for the process purpose.
  • A process workflow uses a diamond to indicate a decision activity.
  • The perception of how an IT service is offered often differs between the client and the provider.
  • Any IT services that a provider offers should always line up with the organizational goals and objectives.
  • IT Service Management is about effectively managing an IT service from its conception until it is no longer offered.
  • IT Service Management allows for an opportunity for IT to work with other departments on the delivery of a service.
  • When creating or delivering an IT service, effective processes should be considered to ensure that the service is effectively supported and maintained.
  • Governance outlines how IT will comply with audits.
  • The ITIL Framework consists of 34 practices.
  • Continual Improvement provides a way to identify and make improvements to IT Service Delivery.
  • Project Management provides guidance for the coordination of non-operational work.
  • Portfolio Management allows IT to manage all IT services in one set.
  • In the Waterfall method of the Project Management Lifecycle, there are 4 phases.
  • A business case is created in the Initiation stage of the Project Management Life Cycle.
  • In a Use Case Diagram, a role is referred to as an Actor.
  • The Project Manager is responsible for coordinating non-operational activities.
  • The Service Desk Agent is responsible for resolving as many issues as possible without escalation.
  • The Service Manager is responsible for the support and/or implementation of a service.
  • The part of an organization that consists of Subject Matter Experts in a specific area of a specific department is called a Unit.
  • The Activity Description provides more details about the activities in a workflow.
  • The symbol that represents the start/end of a workflow process is an oval.
  • “Check Cables” is an example of an activity in a process workflow.
  • “Network Architect” is an example of a role in a process.
  • All of the ITIL practices that we have covered so far are Portfolio Management, Project Management, Relationship Management, Strategy Management, Business Analysis, Incident Management, Service Desk, and Service Request Management.