ITSM(midterm)

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Information Technology Infrastructure Library (ITIL

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.

ITIL Processes

is made up of processes and functions

Process (ITIL V3)

a structured set of activities made to accomplish specified objectives and takes different inputs to turn them into defined outputs

26 processes and only four (4) functions

amount of process and functions

Function (ITIL V3)

A team or group of people and the tools and resources they use to conduct processes or activities.

Practice (ITIL 4)

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 Practices

ITIL 4 fused functions with processes to produce the concept of practices.

Focus on Value

Everything the organization does must always bring value to its stakeholders, specifically the customers.

Start Where You Are

Focusing on what is already available and improving that existing system.

Progress Iteratively with Feedback

Divide tasks into smaller parts and focus on each step to assess the value it can provide.

Collaborate and Promote Visibility

Aims to take advantage of the different sets of strengths and weaknesses that each member of the IT team has through delivering collaborative efforts.

Think and Work Holistically

To create the best service, it all must be connected, as no service, practice, process, or function stands alone.

Keep it Simple and Practical

A reminder to not over-complicate anything to be done.

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

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.

Blameless culture

Acknowledges the fact that humans make mistakes

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.

Technology

Often regarded as the most important of processes.

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.

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.

Continuous Deployment

Performs beyond Continuous Delivery and deploys automatically to production.

CVCS (Central Version Control System)

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. Example: Subversion.

DVCS (Distributed Version Control System)

Each developer has the entire code on their computer that requires no check-out and check-in, allowing multiple developers to work seamlessly. Example: Git.

Culture

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

Automation

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

Lean

DevOps borrowed from Lean technology which is about keeping things simple and not overcomplicating them.

Measurement

The only way to find out whether the outcome is favorable is by measuring it.

Sharing

The need for collaboration and knowledge sharing between people.

ServiceNow

A software company that has its service management called ServiceNow IT Service Management

ServiceNow IT Service Management

A modern, cloud-based, and silo-busting ITSM solution that promises to consolidate on-premises legacy tools into a single cloud platform

ITSM in Various Industries

Entertainment, Education, Finance, Government, Healthcare, Retail

COBIT (Control Objectives for Information and Related Technologies):

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

IT Governance

More concerned with setting standards and objectives.

IT Management

Tasked with execution.

Measuring Performance

: IT governance 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

IT governance is used to monitor 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

IT governance standards are also applicable to disaster planning. IT governance 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.

Security KPIs

Key performance indicators (KPIs) to monitor the effectiveness of information security.

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

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.