Analyze and assess
an understanding is developed about the service provider’s current situation.
assessments and analysis is made on current services, market spaces, risks associated, customer’s history, customer needs, customer feedbacks and recommendations, competitors, and competitors’ services.
assessments are made in form of: interviews, questionnaire, direct observation, simulations, etc.
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Define
Definition of strategy can be done by adopting Porter’s five force analysis, value chain analysis, and SWOt analysis in consideration with perspective, position, plan and patterns. it defines strategic values like quality standards, cost justifiable approach, effective utilization of resources, and timely delivery of services. it defines service management as a closed-loop control system that can adapt to the changes, feedbacks provided.
Definition of strategy can be evaluated through some methods like brainstorming, nominal group technique, Delphi technique, multi-voting etc.
Execute
this is the process of implementing the mission, objectives, goals, and CSFs for a service provider and its services. it actually involves implementation of the strategies developed and evaluating them with assessments.
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acronyms
280
PDCa for itiL aba abandonment rate aht average handling time am asset management am availability management aSa average speed to answer aSP application service provideramiS availability management information system bCm business continuity management
bCP business continuity plan bia business impact analysis brm business relationship manager brS business requirement specifications bSm business service management Cab change advisory board CaPEX capital expenditure
CFia component failure impact analysis Ci configuration item
CmDb configuration management database CmiS capacity management information system CmS configuration management system CSat customer satisfaction rating CSF critical success factor
CSi continual service improvement DCab deployment Cab
DiKW data, information, knowledge, wisdom DmL definitive media library
DSL definitive software library DhL definitive hardware library DrP disaster recovery plan
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ECab emergency Cab ELS early life support
Ert emergency response function FCr first-call resolution
FmEa failure modes and effects analysis FSC forward schedule of changes Fta fault tree analysis
Gtb grow the business hLD high level document hLm higher level management
imiS incident management information system iSG it steering group
iSmS information security management system itSCm it service continuity management itSm it service management
itt invitation to tender KEDb known error database KPi key performance indicator LLD low level document
mOF microsoft Operations Framework mtbF mean time between failures
mtbSi mean time between system incidents mtO maximum tolerable outage
mtrS mean time to restore service mttr mean time to repair
OGC Office of Government Commerce OLa operational level agreement OPEX operational expenditure Pba pattern of business activity
282
PDCa for itiLPir post implementation review PmO project management office POr post outage review
PSO projected service outage rCa root cause analysis
rCb registered certification body rFa request for approval rFC request for change rFi request for information rOi return on investment rtO recovery time objective rPO recovery point objective SD Service Design
SO Service Operation SS Service Strategy St Service transition
SaC service acceptance criteria
SaCm service asset and configuration management SCD supplier and contract database
SCm service capacity management SCm service catalogue management SDP service design package SFa service failure analysis Sia service investment analysis SiP service improvement plan
SKmS service knowledge management system SLa service level agreement
SLm service level management SLP service level package
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SLr service level requirement SLt service level target SmE subject matter expert
SOP standard operating procedures SPm service portfolio management SPOC single point of contact
SPOF single point of failure SQP service quality program
SrS software requirement specifications tCab technical Cab
trt target recovery time ttb transform the business uC underpinning contracts uP user profile
VbF vital business function ViP very important person VViP very very important person VOi value on investment VPn virtual private network VCD variable cost dynamics
5S sort stabilize shine standardize sustain
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index
286
PDCa for itiL Aaccess 194
access based positioning 32, 34 access management 194 access manager 195 access request 198 accounting 46, 51 active monitoring 202
application management’s 246 application sizing 102
architectural requirements. 250 assessment 270
asset 46, 174
asset management 174 audit 270
authentication 86, 194 authorization 194 availability 86, 94 availability analyst 96 availability management 94 availability manager 96 availability monitoring 99 availability test analyst 96 B
back-out plan 142 backup analyst 128 benchmarking 277 best practice 20, 21 brainstorming 37 budgeting 46, 51 build 158 build analyst 160
business capacity analyst 104 business capacity management 102 business case 33
business continuity management (bCm) 126 business impact analysis (bia) 48, 126 business relationship management 62 business relationship manager 64 business requirements 250
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business requirement specifications 250 business service catalogue 110
C
capability 20 capacity 102
capacity analyst 104 capacity forecasting 102 capacity management 102
capacity management information system (CmiS) 102 capacity manager 104
capacity plan 102
centralized service desk 238 change 142
change advisory board (Cab) 142 change analyst 144
change closure 149 change deployment 149 change evaluation 152
change evaluation report 152, 155 change implementer 144
change management 142
change management operations 145 change manager 144, 153
change schedule 142 charging 46, 52
closed-loop control system 37 closure 215, 225
component capacity analyst. 104 component capacity management 102 component failure impact analysis (CFia) 94 confidentiality 86
configuration analyst 176 configuration baseline 174 configuration control 179 configuration identification 179 configuration item (Ci) 174 configuration management 174
configuration management database (CmDb) 174 configuration management system (CmS) 174 console management 260
288
PDCa for itiLcontinual service improvement (CSi) 270 continuity 126
contract development 66 critical event 207
critical success factor (CSF) 20 CSi manager 272
CSi methods 274 CSi register 270
customer based SLa 73 customer-based SLa 70 customer portfolio 62
customer survey questionnaire 62 customer survey response 62 D
data 182
deep-dive rCa 234
definitive media library (DmL) 174 definitive spare 174
Delphi technique 37 demand analysis 43 demand analyst 42 demand management 40 demand management tool 42 demand manager 42
demand modelling 44 demand monitoring 107 deployment 163, 246 deployment analyst 160 deployment Cab (DCab) 144 de-provisioning 194, 199 design 246
design coordination 80
design coordination process owner 81 development 246
deviation 152 diagnosis 223
differential charging 46 duplicate event detection 202
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E
early life support (ELS) 164 editorial review 91, 188 ELS analyst 160
emergency action plan 260 emergency Cab (ECab) 144 emergency change 147 emergency release 158 environmental analyst 262 escalation 224
evaluation 166 event 202 event analyst 204 event closure 207
event filtering and correlation 202 event management 203
event manager 204 event notification 206 event record 202 event solving group 204 exception 206
external audit 46
external service provider 32 F
facilities administrator 262 facilities analyst 262 facilities head 262
facilities management 260 fault tree analysis (Fta) 94 financial analyst 48 financial audit 52
financial management 46 financial manager 48 five force analysis 37 fixed charging 46
forward for schedule changes 148 forward schedule of changes (FSC) 142 function 20
functional requirements 250
290
PDCa for itiL Ggoal statement 33 H
high level document (hLD) 250 I
identity 194
identity management 194 incident 218
incident management 218 incident model 218 incident record 218
incident registration and categorization 223 incident ticket 233
information 182
informational event 202, 206 information security 86
information security management 86 information security plan 90
information technology service management (itSm) 20 infrastructure 20
initial rCa 234 integrity 86 interaction 238 internal audit 46
it operations management 260
it service continuity management (itSCm) 126 it steering group 34, 56
it user account management 194 J
job scheduling 260 K
key performance indicator (KPi) 20 knowledge 182
knowledge author 184 knowledge base 182
knowledge editorial reviewer 184 knowledge management 182
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knowledge manager 184 knowledge publisher 184
knowledge technical reviewer 184 known error 228
known error database (KEDb) 228 known error record 228
L
local service desk 238 low level document (LLD) 250 M
maintainability 94 maintenance advisor 262 major event 207
major incident 218, 225 major incident criterion 225 major release 158
maximum tolerable outage (mtO) 126 medical advisor. 262
metric 20 minor event 207 minor releases 158 modeling 102
multi-level SLa 70, 73 multi-voting 37 N
need based positioning 32, 34 nominal group technique 37 normal change 146
notification 202 notional charging 46 O
operational demand analysis 43 operations control 260
operations level agreement (OLa) 70 operations manager 262
P
passive monitoring 202
292
PDCa for itiL pattern 34patterns of business activity (Pba) 40 perspective 34
plan 34 policy 20 position 34
post implementation review (Pir) 100 proactive monitoring 77
proactive problem management 228 problem 228
problem closure 235 problem management 228 problem model 228 problem record 228
problem registration and categorization 233 problem ticket 233
process 20
process benchmarking 270 process evaluation 270 project plan 33
provisioning 194 R
reactive monitoring 77
reactive problem management 228 recovery plan 126
relationship management 67 release 158
release and deployment management 158 release approach 158
release package 158, 163 release planning 163 release request 163 release types 158 release unit 158 release window 158 reliability 94
remediation plan 142 request approver 211
request for approval (rFa) 210 request for change (rFC) 142, 210
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request for information (rFi) 210 request for knowledge 186 request fulfilment 210
request fulfilment manager 211 request model 210
requirement 66, 246 resolution 224 resource 20
restoration plan 126 retired services 54 rights management 194
risk and performance evaluation manager 153 S
SaC council 176 SaC manager 176 safety advisor 262 secure library 174 secure store 174 security 94
security advisor 262 security analysts 88 security manager 88 service 20
serviceability 94
service acceptance criteria (SaC) 70
service asset and configuration management (SaCm) 174 service based SLa 73
service-based SLa 71 service capacity analyst 104 service catalogue 54, 110
service catalogue management (SCm) 110 service catalogue manager 111
service continuity manager 128 service continuity plans 131 service design manager 81
service design package (SDP) 80, 84 service desk 238, 239
service failure analysis (SFa) 94 service improvement program (SiP) 70 service investment analysis (Sia) 48
294
PDCa for itiL service invoice 46service knowledge management system (SKmS) 182 service level agreement (SLa) 70
service level analyst 72
service level management (SLm) 71 service level manager 72
service level package 70 service level package (SLP) 70 service level report 70
service level requirement (SLr) 70 service level target (SLt) 70 service measurement 275 service package 40, 70 service pipeline 54 service portfolio 54
service portfolio management 54 service portfolio manager 56 service quality program (SQP) 70 service reporting 270, 276 service reporting analyst 72 service request 210, 214 service review 270 service testing 171
service validation and testing 166
service validation and testing process owner 167 seven step improvement process 270
shared service unit 32
single point of failure (SPOF) 94 snapshot 174
software requirement specifications 250 standard 20
standard change 146 statement of work (SOW) 34 status accounting 174
status accounting and reporting 179 steady state 265
strategic demand analysis 43 strategy 32
strategy management for it services 32 strategy manager 34
supplier and contract database (SCD) 118
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supplier management 118 supplier manager 119 supplier monitoring 123 SWOt analysis 37 T
target recovery time (trt) 126 technical Cab (tCab) 144
technical management function 254 technical review 91, 188
technical service catalogue 110 test 166
test analyst 160 test architect 167
test environment validation 170 threat 86
throttling 202 transition 136
transition planning and support 136 tuning 102
type iii service provider 32 type ii service provider 32 type i service provider 32 U
underpinning contract (uC) 71 use cases 250
user profile (uP) 40 user requirements 250 V
validation 166
validation and testing manager 167 value chain analysis 37
variable cost dynamics (VCD) 46 variety based positioning 32, 34 verification 166
virtual service desk 238
vital business function (VbF) 94 vulnerability 86
296
PDCa for itiL Wwarning 202, 206 wisdom 182
workplace emergency 260
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