ITSM Midterm

Information Technology Infrastructure Library (ITIL)

standard for organizations to use as it aims to provide guidance

Microsoft, IBM, and Hewlett-Packard

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

ITIL V3

it is said that ITIL is made up of processes and function

process

structured set of activites

ITIL V3 functions

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

how many processes and functions does ITIL have

26 processes and 4 functions

ITIL V4

processes and functions are replaced by practices

ITIL V4 processes

takes inputs and when the trigger kicks in, an output is achieved

Practice

can be considered an extenstion of a process

ITIL V4

it fused functions with processes to produce the concept of practices

Focus on Value

must always bring value to its stakeholders

Start Where You Are

focusing on what is already available

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

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

Think and Work Holistically

nothing stands alone, all acitivities should align with the same focus on the delivery of value

Keep it simple and Practical

do not overcomplicate things

Optimize and Automate

relieves the work on frequent and repetitive tasks

DevOps

combination of development and operation teams to deliver an objective

DevOps

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

blameless culture

not an individual responsibility but a shared one

People, Process and Technology

Elements of DevOps

People

the heart of DevOps

Process

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.

Continuous Integration

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 Delivery

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.

Continuous Deployment

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

it cannot be changed in an instant, it would require an overhaul to do so

Automation

enabler of faster delivery and crucial for providing rapid feedback

Lean

DevOps borrowed from this technology

Lean

about keeping things simple and not overcomplicating them

Measurement

the only way to find out if something is favorable

Sharing

the need for collaboration and knowledge sharing

Service Now

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

Service Now

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 with virtual

agent chatbots to help IT staff and boost overall productivity by 30%.

Control Objectives for Information and Related Technologies (COBIT)

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

IT Governance

concerned with setting standards and objectives

IT Management

concerned with execution

Measuring Performance

how the performance of the IT department will be measured

Budgetary Matters

a system should be set up to monitor IT spending

Disaster Planing

establish a clear damage control whenever the worst case scenarions happens, such as security and service failure

Reputation

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 1: Number of Implemented Preventative Measures

This can standardize resolutions and be used to keep track of security changes.

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 4: Number of Security-Related Downtimes

This is for documentation purposes that could be used for explaining quarterly reports. All

significant information should be listed, such as the cause, affected operations, duration time, and

resolution.

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.

KPI 6: Number of Identified Shortcomings During Security Tests

This organizes the weaknesses of the security system to help categorize them based on severity.

This way, the IT team can easily understand and address shortcomings.