ITSM MIDTERM

LEAN

DevOps borrowed from Lean 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.

FUNCTION

is described as a team or group of people and the tools and resources they use to conduct processes or activities.

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.

KPI 1

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

PEOPLE

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

CONTINUOUS DELIVERY

Delivers the builds into the test environment and then needs human intervention to deploy the tested builds into production.

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.

KPI 3

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

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.

KPI 5

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

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.

SHARING

This is the need for collaboration and knowledge sharing between people.

SERVICENOW

is a software company that has its service management called ServiceNow 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.

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

IT GOVERNANCE

Control Objectives for Information and Related Technologies (COBIT) is a framework for organizations that want to implement, monitor, and improve the best IT management practices

ITIL V4

processes and functions are replaced by practices. A process takes in inputs and when the trigger kicks in, an output is achieved.

PROCESS

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

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.

ITSM

Diving deeper into Information Service Systems Enterprises or ITIL, it is significant to highlight where and how IT Service Management (ITSM) differs from ITIL