IT Service Management Midterm Reviewer

Information Technology Infrastructure Library 

Is considered the most popular framework centered on delivering IT services. It has become the standard for organizations to use as it aims to provide guidance on how services must be defined, developed, built, and operated. Microsoft, IBM, and Hewlett-Packard Enterprise are known to be using ITIL for their internal operating guidelines

ITIL Processes

It is a structured set of activities made to accomplish specified objectives and takes different inputs to turn them into defined outputs. It can be envisioned as a set of activities performed on after the other to achieve something.

ITIL Functions

Is described as a team or group of people and the tools and resources they use to conduct processes or activities. These teams could be the networking team, the Java team, the web development team or any group of people that are selected based on their depth of knowledge on a specific specialty.

ITIL Practices

Can be considered an extension of a process as it not only defines the activities but also brings various capabilities and tools together to accomplish a set of objectives

Focus on Value

Everything the organization does must always bring value to its stakeholders, specifically the customers. The services should be desgined with a customer’s satisfaction in mind.

Start Where You Are

Focusing on what is already available and improving that existing system. It is best to assess their strength and use that as the starting point. Focus on optimization and improvement as much as possible

Progress Iteratively with Feedback

Divide tasks to into smaller parts and focus on each step to assess the value it can provide. Getting feedback after every setup is also advised to ensure problems are solved, and oversights are reworked before it is too late

Collaborate and Promote Visibility

This aims to take advantage of the different sets of strengths and weaknesses that each member of the IT team has through delivering collaborative efforts. It is best to prioritize honesty and visibility to collaborate effectively

Keep It Simple And Practical

A reminder to not over-complicate anything to be done. Contentiously assess the work and ensure that only the necessary steps are involved.

Optimize and Automate

Optimization makes things functional, so automation of any activity should be optimized first to utilize the resources to the best of their limits.

DevOps

Is the combination of development and operation teams to deliver an objective. It brings people together from across disciplines to collaborate as a unit with an open mind and to remove inefficiencies

People

The heart of DevOps, which is composed of a DevOps team consisting of a pool of tooling professionals.

Process

The CI/CD pipeline consisting of Continuous Integration, Continuous Delivery, and Continuous Deployment is used for effective DevOps Methodology.

Continuous Integration

Provides a central repository for developers to use throughout a project. This automates anything in the central repository to reduce errors, and compile artifacts into organized builds to perform initial tests

Continuous Delivery 

Delivers the builds into the test environment and then needs human intervention to deploy the tested builds into production. It aims to get code changes like fixes or configuration changes into production faster and safely

Continuous Deployment

Performs beyond Continuous Delivery and deploys automatically to production. This is viewed as a build on the established practices of Continuous Delivery, but this focuses more on a complete end-to-end automated approach, while Continuous Delivery requires human intervention

Technology

Often regarded as the most important of processes.

Culture

Cannot be changed in an instant as it is embedded into human behavior and would require an overhaul to do.

• Taking responsibility for the entire product and not just the task perfromed

• Stepping out of the comfort zone to innovate

• Communication, collaborating, and developing an affinity with the teams

• Experimenting as much as possible

Automation

An enabler of faster delivery and crucial for providing rapid feedback.

Lean

Is about keeping things simple and not over complicating them. This allows the teams to focus and work on things that are easy to comprehend and simple to work with.

Measurement

This principle provides direction about the measures to implement and keep tabs to feel the reception of the overall software delivery.

Sharing

This is the need for collaboration and knowledge sharing between people. It can help others in making them better and more profound

ServiceNow

Is a software company that has it service management, It is a modern, cloud-based, and silo-busting ITSM solution that promises to consolidate on-premises legacy tools into a single cloud platform. It uses AI and machine learning capabilities and virtual agent chatbots to help IT staff and boost overall productivity by 30%

Control Objectives for Information and Related Technologies

Is a framework for organizations that want to implement, monitor, and improve the best IT management practices

Measuring Performance

Influences how the performance of the IT department will be measured. It also dictates where measuring points of the performance should be located within the IT organization

Budgetary Matters

A system should be set up to monitor IT spending to ensure that it is justified in proportion to the business;s needs for its services

Disaster Planning

Should establish clear damage control whenever the worst-case scenarios happen, such as a security and service failure

Reputation

IT governance is also used to help an organization define and position itself

KPI 1: Number of Implemented Preventative Measures

This charts the number of security measures that have been implemented based on perceived vulnerability or a known or successful intrusion attempt

KPI 2: Implementation Duration

This tracks the time between the point a justified security concern is identified and the point in time when a resolution is placed

KPI 3: Number of High-Risk Security Incidents

This tracks the number of security incidents and them with a specific severity level

KPI 4: Number of Security-Related Downtimes

This tracks the number of downtimes that prevented service from being available to customers due to security concerns.

KPI 5: Number of Security Tests

This tracks the number of proactive steps taken that measure existing data security, such as tests and training.

KPI 6: Number of Identified Shortcomings During Security Tests

This takes the measurements in KPI 5 and plots them against the identified shortcomings during the tests.