MIDTERM | IT Service Systems for Enterprises | ITSM

Information Technology Infrastructure Library (ITIL)

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

These are known to be using ITIL for their internal operating guidelines.

processes and functions

It is said that ITIL is made up of _____________ and _____________.

Process

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 one after the other to achieve something.

Process

The main aspect of the _________ is the interconnectivity between these individual steps, without interchanging, in working toward a common goal.

Function

It 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. 26, 4

Function

Processes do not run by themselves and need people to perform the individual process activities that come from __________. Simply put, __________ give the resources needed by the processes to complete their objectives.

ITIL 4

In _____ _, processes and functions are replaced by practices.

Process

In ITIL 4, a __________ takes in inputs and when the trigger kicks in, an output is achieved.

Practice

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.

ITIL 4

It fused functions with processes to produce the concept of practices.

ITIL 4

This is an example of what?: For instance, a problem management team in an organization is considered a function in ITIL 3, and they work on problem management processes to meet their objectives. In _____ , it becomes problem management practice which is a system whose objective is to deliver all problem management outputs. This is changed in ______ to collaborate better and to deliver value efficiently.

Focus on Value

Everything the organization does must always bring value to its stakeholders, specifically the customers. The services should be designed with a customer’s satisfaction in mind. It is key to determine what the customers want to precisely match it with a value they will appreciate. But this is something that changes over time that can benefit an organization to grow with their customers.

Start Where You Are

This does not mean resetting everything from the start. This means focusing on what is already available and improving that existing system. Existing systems already have value on their own, so 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

This reminds the people involved not to accomplish everything at once, as it can be overwhelming. Divide tasks into smaller parts and focus on each step to assess the value it can provide. Getting feedback after every step is also advised to ensure problems are solved, and oversights are reworked before it is too late. Progressing iteratively with sustained evaluation assures results are useful, tangible, and completed promptly.

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. Communicate each progress, whether good or bad and allow to be open to whatever feedback others might give.

Think and Work Holistically

To create the best service, it all must be connected, as no service, practice, process, or function stands alone. All activities should align with the same focus on the delivery of value. This is critical when working in a collaborative environment to ensure that the work does not affect any part of the organization and create any hindrance or disruption.

Keep it Simple and Practical

This is a reminder to not over-complicate anything to be done. Complicating any process increases the risks of going wrong and having more errors. Continuously assess the work and ensure that only the necessary steps are involved. Eliminate any process, step, or action that does not add value to the organization or the customer.

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. Automation relieves the work on frequent and repetitive tasks. The human resources that could have been working on those tasks can be put into more complex tasks that contribute to the value.

all

The organization cannot only choose one or two principles to apply but must consider the relevance of ___ principles and how they can be applied together in their ITSM practices. This involves reviewing and updating existing processes, training employees on the principles, and using the principles to guide better decisionmaking and action-taking.

ITIL and DevOps

They are not mutually exclusive. They can be complementary approaches with their benefits.

DevOps

is the combination of development and operation teams to deliver an objective.

DevOps

It brings people together from across disciplines to collaborate as a unit with an open mind and to remove inefficiencies.

blameless culture

In DevOps, the responsibility of accomplishing a task is not considered an individual responsibility, but a shared one. Wherein if the person in charge fails or succeeds, the entire team gets the consequence or the praise. This creates a ________ _________ that acknowledges the fact that humans make mistakes.

Amazon, Etsy, Netflix, and Target

These are known to use DevOps in their organization.

People

the heart of DevOps, which is composed of a DevOps team consisting of a pool of tooling professionals. A DevOps team is built around an application; if an application is being developed, all the people responsible for its development and operations must be grouped to create a single team. For example, Application Z is an Internet banking program for individuals and small business owners.

Product Owner

the owner of the product and service backlog

Developer

for coding and unit testing

Tester

involved in developing test scripts

Architect

designs the software and are shared across multiple DevOps teams

IT Security

for managing aspects of IT security

Process

The CI/CD pipeline consisting of Continuous Integration, Continuous Delivery, and Continuous Deployment is used for effective DevOps Methodology. This is a set of DevOps best practices to help teams deliver software faster and more efficiently.

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. There are several tools that claim to support DevOps. However, choosing the right tools is just as crucial since not all tools can be used for all technologies.

Git and Subversion

For example, for the source code repository function, ____ and _____________ can be used as both provide a versioning capability for the source code and can be integrated with other toolsets for automation.

Subversion

is under the Central Version Control System (CVCS) category,

Git

is under the Distributed Version Control System (DVCS).

CVCS

It has a server-client relationship to store and retrieve the code, and the developer is required to first check out the existing code, make changes, and check it back in.

DVCS

Each developer has the entire code on their computer that requires no check-out and check-in, allowing multiple developers to work seamlessly. As the source code is locally available in ____, accessing, adding, combining, and delivering the code is faster than in CVCS.

Culture

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

responsibility

Behavioral traits that DevOps seeks to change: o Taking ___________ for the entire product and not just the task performed

comfort zone

Behavioral traits that DevOps seeks to change: o Stepping out of the ___________ _____ to innovate

affinity

Behavioral traits that DevOps seeks to change: o Communication, collaborating, and developing an _______ with the teams

Experimenting

Behavioral traits that DevOps seeks to change: o ____________ as much as possible

Automation

an enabler of faster delivery and crucial for providing rapid feedback. Repetitive tasks that do not require human intelligence are the kinds of activities that can be efficiently automated.

Automation

For instance, building infrastructure before was a major task for hardware architects and administrators and building servers took a significant amount of time. Now, cloud infrastructures are much utilized, and servers can be created through coding.

Lean

DevOps borrowed from ____ technology which is about keeping things simple and not overcomplicating them. This allows the teams to focus and work on things that are easy to comprehend and simple to work with.

bloat

The first part of the Lean principle addresses that the primary issue is not to _______ the way to do things, just do them straightforward and minimally.

reduce waste

The second part of the Lean principle is to __________ ________ from the methodology such as defects and convoluted processes. Defects and convoluted processes delay the overall delivery, and it takes much more time and money to address and fix them.

Measurement

The only way to find out whether the outcome is favorable is by measuring it. This principle provides direction about the measures to implement and keep tabs to feel the reception of the overall software delivery.

Feedback

This could be used as a measurement to automate processes. Measurements in monitoring such as in applications and infrastructure, can indicate when an event is a warning or an exception.

Sharing

This is the need for collaboration and knowledge sharing between people. The shared knowledge, experience, ideas, and thoughts can help others in making them better and more profound. This leads to collaboration instead of competition and skepticism. In DVCS, accessing, adding, combining, and delivering the code is faster compared to CVCS.