ITIL focuses on aligning IT services with the needs of business.
TODO
Capacity management ensures that adequate resources are available to meet the requirements. Capacity management works closely with service level management
State of incidents: can be closed, … (apparently also applicable to problems)
Variance: difference of a planned and actually measured value.
Buzzwords
- Acceptance
- Quick Win (Pareto principle aka 80/20 rule).
- System management tools (for example to create alarms)
- Event management process (for example to manage alarms)
- Service desk, call center
- Change advisory board (CAB), Emergency change adivsory board (ECAB)
- Request for change (RFC)
- Change request
- Key performance indicator (KPI) / metrics
- Cost center
- Incident
- Dashboard
- Middleware
- Compliance / Governance
- Use case
- Service level
- Service level agreeement (SLA)
- Single point of failure (SPOC)
- Escalation / hierarchic escalation
- Impact
- SMART: Specific, measurable, achievable, relevant, time-bounded
- IT service provider
- Configuration Management Database (CMDB)
- Benchmarking and baselines
- Stakeholder
- SWOT analysis
- Business continuity plan (BCP)
- IT service continuity management (ITSCM)
- IT steering group
- RACI model: define who is responsible, accountable, consulted and informed.
- Defect
- Root cause
- Resolution
- Component
- Objective
- Deployment
- Responsiveness
- Mean time to reapair (MTTR)
- Mean time to restore service (MTRS)
- Recovery time objective (RTO)
- Work in progress (WIP)
- Business process
- Commercial off the shelf (COTS)
- Ishikawa (fishbone) diagrams
Documents
Documents contain information either in paper or electronic form.
Document templates (examples) are called pro forma.
- Application portfolio
- Statement of requirements (SOR)
- Terms of reference (TOR)
- Work instruction
- Record
- Problem record
- Guideline
- Exception report
- Change schedule
- Change proposal
- Charter
- CSI-Register (?)
- Customer portfolio (might also be a database)
- Project portfolio (might also be a database)
- Customer agreement portfolio (might also be a database)
IT infrastructure performance
Incident vs Problem
Incident: unplanned interruption to a service.
Problem: *(root-) cause of one or more incidents*.
Incident vs Service request vs Ticket
Service request: a user wants to use a service that is offered by an organization.
Incident: One of the services is broken and needs to be fixed.
Tickets are submitted by a user when an incident occurs. The ticket keeps track of the actions taken to fix the incident.
Release vs Change management
Release management is concerned with deploying software releases into production.
Change management is concerned with responding to changing requirements.
Users vs customers vs clients
Users use the IT infrastructure on a day to day basis.
Client is a generic term that can refer to a customer, a computer, an application etc.