ITIL Foundation

Overview

HP Global Delivery - AS
Satish Matukumalli

STRICTLY for Internal use

2004 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice

Objectives
Understanding

ITIL & HP reference models

Understanding

relevance of Service
Management to your organization & customers

Gain
ITIL

implementation knowledge

Foundation Certification

Background
IT plays a critical role in satisfying business requirements.In
the current organization paradigm, IT provides essential
services for the organization to support its business. Beyond
the need to manage IT technology is the need to establish and
employ best practices processes to optimize IT services.

ITIL (IT Infrastructure

Library) is the most widely
accepted approach to IT
Service Management in the
world. ITIL provides a
cohesive set of best
practice, drawn from the
public and private sectors
internationally.

ITSM is a set of process

that detail best practices
based on ITIL standards
to enable and optimize IT
services in order to
satisfy business
requirements and
manage the IT
infrastructure both
tactically and

What is ITIL?

Information Technology Infrastructure Library

Owned by Office of Government Commerce - OGC
Created to improve IT Service Management at UK
central Govt.
Proven in practice
Supported by tools
World wide de facto standard for IT Service
Management
Comprehensive and consistent set of best practices
from users
Appreciates the business requirements and bridge
between IT and business

Why Implement Service

Management?
Align

IT with business and to meet customer

demands in a better way.
Improve the quality of IT services
Reduce the long-term cost of service provision
Focus on benefits to the customer/business
Decision making metrics
Clear points of contact
Focus on continuous improvement
Avoid reinventing the wheel
Long term survival!

ISO 20000
Is

a Quality Standard for IT Service

Management

Defines

the requirements for an

organization to deliver Managed Services
of acceptable quality to its customers.

Is

based on industry Best Practices for

managing complex IT environment.

The ITIL Model

IT Customer
Relationship
Management

Release Management
Change Management
Configuration Management

Service Level Management

Financial Management
for IT Services

Service Delivery

Service Support
Problem Management
Incident Management

Capacity Management
IT Service
Continuity Management
Availability Management

Security Management

Service
Desk

ITSM Reference Model

CORE Processes
S
e
r
v
i
c
e
S
u
p
p
o
r
t

Availability Management
IT Service Continuity
Management
Capacity Management
IT Financial Management
Service Level Management

Configuration Management
Release Management
Change Management
Problem Management
Incident Management

S
e
r
v
i
c
e
D
e
l
i
v
e
r

Service Desk
Its

a function, not a process

SPOC

for all user requests, queries, complaints

Facilitate
Deliver

quality services to achieve business goal

Provides
Drive

the restoration of normal operational s

an interface to other processes of frame

and improve services of customers / users

Responsibilities

First point of contact and Liaison with customers

Receiving, Recording, Prioritizing service calls
Monitoring and status tracking of all registered calls
Escalation and referral to other parts of the
organizations
Reporting about calls on quality of the desk
Regularly inform customers about service call progress
Coordinating next-line (s) support groups
Closing incidents with the confirmation from the
customer
Manage incident life-cycle
Service call related reporting to management
Verify the solutions provided by other groups on
customer behalf

Different Desks
Call Center
Handling large volumes of
calls and referring them to
other groups within
service provider
organization

Service desk
Help desk
Mainly resolving incidents,
as quickly as possible

Not only resolving

incidents like help desk,
but also provides
necessary details to other
IT Service Management
processes

Different Structures
Local Service Desk
Infrastructure cost
silo Mgmt
reporting

Language
Culture

Central Service Desk

Operational costs
Mgmt reporting

Language &
culture
Physical presence

Virtual Service Desk

Operational costs
Transparent to
users

Incident ownership
Physical presence

Local Service Desk

Users from same
location

User 1

User 2

User 3

LS
D

Second-line
support

Third-party
support

User
N

Central Service Desk

Users from different
location

Location1
User

Location2
User

Location3
User

CSD

Second-line
support

Third-party
support

Location N
User

Virtual Service Desk

Location2
User

Location1
User

VS
D
Regional
Service Desk

Regional
Service Desk

Second-line
support

Location3
User

Location N
User

Regional
Service Desk

Regional
Service Desk

Third-party
support

Staff skill-set

Interpersonal Skills

Sound business knowledge

Customer focused

Articulate and methodical

Commitment and ownership

Understanding customer culture (where necessary)

Understanding customer issues from their perspective

Empathy

What is the primary responsibility of the Service

desk?
a) First point of contact for the customers
b) Restore services ASAP
c) Escalate unresolved incidents to next level
d) Communicate to the customers on the status of the
incidents

Which of the following is a department and NOT a

process?
a) Incident Management
b) Application Management
c) Service Desk
d) Problem Management

Which of the following is NOT the responsibility of

the Service desk?
a) Regular updates to customers
b) Management reporting
c) Investigate into underlying cause of incidents
d) Raising RFCs

Service
Support

Incident
Management

any event which is not part of the standard operation of a service and which
causes, or may cause, an interruption to, or a reduction in, the quality of that
service.

Goals
Restore service to normal ASAP while
minimizing impact on business

Ensuring best possible levels of

service quality

Life Cycle / Responsibilities

Simulate the incident
Confirm, it exists

Customer /
user

Confirm with user

Incident
Detection and
Recording

Close the incident

Incident closure

Identify the solution

Test and verify

Note down the Incident

details
Categorize based on
predefined categories
Check KB for known solution

Update user
regularly on the
status of incidents

Ownership,
monitoring,
tracking and
communicatio
n

Provide work around

Classification
and initial
support

Communicate to
user

Resolution and
recovery

Investigation
and diagnosis

Check the
application
Investigate / identify
the issue

Some Important concepts

Incident
handling

Support
Lines

Service Desk is the

owner of all the
incidents

Service Desk is
referred to as First-line
support

Mostly reactive
process

Specialist support
groups other than
service desk are
referred to as Second /
third- line support

Incidents may be
assigned to specialist
groups that cant be
resolved immediately
If a third-party
organization is
involved in incident
resolution, incident
record updates should
be monitored closely

Third or n-line
support often includes
external suppliers

Escalatio
ns

Escalation is a
mechanism calling for
attention for timely
resolutions
Transferring incidents
from one line of
support to another is
Functional escalation
When the incident
resolution may likely
breach the SLA or
resolution is not
satisfactory,
Hierarchical
escalation takes place.

The Journey from Incident to

RFC
Inciden
ts
Recurring
incidents / single
incident causing
significant
damage to
business

Infrastructure
/applications

Proble
ms

Identify
underlying cause
and discover
workaround

Solution into
production / Live

RFC

Known
Errors

Service desk role

All incident reporting to Service desk

All incident registration by service desk

85% (approx) incidents resolved by service desk

Monitoring incident progress and resolution

Metrics
Number

of incidents received and resolved

Number

of incidents resolved within SLA

Number

of open incidents

Number

of backlog incidents

Number

of incidents escalated to other teams

Number

of proactive resolutions

Resolution
Cost

time Vs Effort

of solution

What is the goal of Incident management?

a) Restore services with minimal downtime to business
b) Restore normal service operations ASAP
c) Restore normal service operations within SLA
d) Restore services immediately following disruption

What is the first step to be followed by Incident

Management when an Incident occurs?
a) Report incident
b) Record incident
c) Restore service
d) Close incident

Which of the following can be used to measure

effectiveness of Incident Management?
a) Incidents Closed
b) Incidents resolved within SLA
c) Open incidents
d) Incident Volume

INCIDENT
Management
Fire
fighting

PROBLEM
Management
Fire
prevention

Problem
Management

Goals
To prevent recurrence of incidents
related to errors
To minimize the adverse impact of
incidents and problems on the business
that are caused by errors within the IT
infrastructure
Improve productive use of resources

Responsibilities

Problem Control

Error Control

Proactive problem Major problem

management
reviews

Help incident
management on
major incidents

Management
information

Terminology
Problem
The unknown
root cause of one
or more incidents

Error
A problem for
which the
root cause is
known
Known Error
A problem for
which both
root cause
and a solution

Problem Control
Determine
the problem
Create
problem
record
Categorize
problems
Assign right
resources to
work
Investigate
& diagnose

To Error Control

Arrive at
error

Error Control
Determine
the Error
Record error
KEDB
Categorize
errors
Assign right
resources to
work
Investigate
& diagnose

Close known
error

Raise RFC

Arrive at
known error

Proactive problem management

Trend
Analysis

Target
preventive
action

Identify and fix the

problems before the
incidents occur

Major problem reviews

How to prevent
problems from
happening again
How to prevent
that happening
next time
What was
done
correctly

What was done

incorrectly

Expected to carry out after major problems are completed

Metrics
Number

of incidents resulted in problem

Number

of proactive resolutions

Number

of RFC raised

Number

of RFC rejected by CAB

Number

of RFC successfully implemented

Number

of KEDB updates

records

State whether the following is TRUE or FALSE?

All Known Errors need to be closed
FALSE

Which of the following process is responsible for raising

an RFC?
a) Problem Management
b) Problem Control
c) Error Control

Targeting preventive action is part of

a) Proactive problem Management
b) Problem Control
c) Error Control

Configuration
Management

any event which is not part of the standard operation of a service and which
causes, or may cause, an interruption to, or a reduction in, the quality of that
service.

Goals
Account for all the IT assets and their
configuration details
Provide configuration details to other service
management processes
Provide strong foundation for incident, problem,
change and release management processes
Cross check configuration details against assets
and correct if found different

Responsibilities
Planning

Audit and
verification

Configuration
Management

Status
accounting

Identificati
on

Control

Configuration management
database
CMDB

Similar to a database
Contains CI s and their links
Can be searched for CI
details
Has links to other process
databases
Cover legal aspects related
to licenses

CONFIGURATION ITEM (CI)

Should be identified
uniquely
Subject to change
category

attributes

Required to deliver
services
Name

nested

CI

relationships

Attributes

Category
Location
Service Details

status
Unique

Naming

Appropriate
Suit the services provided

CI life cycle
Plan
Order
Procure
Build
Test
Productio
nMaintain
Archive

Configuration Baseline
Configuration

of a system established at
specific point in time

Serves
Also

as reference for other activities

a snapshot, remains fixed

Used

to compare with current position

Metrics
Number

of CIs by Category

Number

of CIs by lifecycle stages

Number

of CIs by priority (Normal, Urgent,

Major, Minor)

Numner

of CIs by scope (Local, Test, Individual,

Application, Infrastructure, etc.)

Number

of CIs by reason for Change (Upgrade,

Requirements, Technology, Usability, etc.)

Number

of CIs by CC/DU/BU/Region/Country

Number

of CIs by service

Which of the following is NOT a CI?

a) SLA Document
b) CEO Laptop
c) DB Server
d) Username

Who is responsible for updates to the

CMDB?
a) Change Manager
b) Configuration Manager
c) Release Manager
d) Service Level Manager

Change
Management

Process of moving from one defined state and another

Goals
To ensure standard methods are used to
handle changes promptly and efficiently
To ensure changes are build effectively with
tolerable amount of risk
To minimize the impact of change related incidents
on service quality

Activities
Change
logging and
filtering
Allocation of
priorities
Change
categorization

Impact
analysis

Change
scheduling
Change
approval

Post
Implementation
review
Change
authorization

Change build
Change Testing
Change
Implementatio
n
Back-out

Change Advisory Board (CAB)

A

board to approve changes and assist change

management in the assessment and
prioritization of changes.

Will

be composed according to the changes

being considered.

CAB/EC

(Emergency committee) is convened

when emergency decisions are required to
make.

Change

procedures should specify the

composition of CAB and CAB/EC.

Terminology
Forward Schedule of
Changes

FSC contains details of all

the changes approved for
implementation and their
proposed implementation
dates
Projected Service
Availability

PSA contains details of

Changes to agreed SLAs
and service availability
because of the currently
planned FSC
Standard
Change

SC is a change where
the necessary
approvals are obtained
in advance

Changes - Priorities

Immediate: Causing loss of service or severe usability problems

to a larger number of Users, a mission-critical system, or some
equally serious problem. Immediate action required. Urgent CAB
or CAB/EC meetings may need to be convened. Resources may
need to be allocated immediately to build such authorized
Changes.

High: Severely affecting some Users, or impacting upon a large

number of Users. To be given highest priority for Change building,
testing and implementation resources.

Medium: No severe impact, but rectification cannot be deferred

until the next scheduled Release or upgrade. To be allocated
medium priority for resources.

Low: A Change is justified and necessary, but can wait until the
next scheduled Release or upgrade. To be allocated resources
accordingly.

Metrics

Number of RFC by status

Logged
CAB pending
Approved
Build
Test
Authorize
Implementation

Number of RFC by category

Number of RFC backed out

CAB Effort per RFC

Effort per RFC from logged to implementation

Which of the following aspect is NOT covered

when Testing a Change?
a) Performance
b) Reliability
c) Security
d) Usability

Which of the following is NOT a KPI of Change

management?
a) Number of changes implemented
b) Reduction of incidents traced back to changes
c) Reduced number of changes backed-out
d) Low number of urgent changes

Release
Management

collection of authorized Changes to an IT service

Goals
Plan and oversee rollout of SW & HW
Design & implement distribution & installation
procedures
Ensure SW & HW changes are traceable
Work closely with Configuration Management &
Change Management during implementations

Activities
Release Policy
& Planning

Distribution &
Installation

Design, build &

configuration

Release
Management

Communication
& training

Rollout
planning

Release
acceptance

Types of release
DELTA

FULL
all CIs are
built, tested,
distributed
and
implemented.

includes only those

CIs that have
actually changed or
are new since the
last full or delta
Release
PACKAGE

To provide longer periods

of stability for the live
environment by reducing
the frequency of Releases,
individual Releases (full
units, delta Releases or
both) are grouped
together

Definitive Software Library

A secure compound in
which the definitive
authorized versions of
all software CIs are
stored and protected
include definitive copies
of purchased software
(along with licence
documents or
information), as well as
software developed on
site

DSL

contains the master

copies of all controlled
software in an
organisation

one or more
software libraries or
file-storage areas

Definitive Hardware Store

An area set aside for
the secure storage of
definitive hardware
spares

One or more physical

areas

DH
S

These can then be used

when needed for
additional systems /
recovery from major
Incidents

spare components and

assemblies that are
maintained at the same
level as the comparative
systems within the live
environment.

Back-out Plan

Actions to be taken in case of release failure to restore the

services, are documented.

Change management is responsible for producing back-out

plan for each change.

Release management ensure a release back-out plan is

created for all the changes in the release.

Should be tested as part of the process of verifying the

rollout process (during release acceptance)

Metrics
No

of releases

Major
Minor
Hot fixes
patches
No

of new problems attributed to new

release (s)

Schedule
Effort

variance

variance

Which of the following aspect is NOT covered

when Testing a Change?
a) Performance
b) Reliability
c) Security
d) Usability

Service
Delivery

Service Level
Management

Goals
Maintain and improve IT Service quality.

Take necessary actions on SLA breaches

Eradicate poor service in-line with business or cost

justification

Responsibilities
Produce
and
maintain
service
catalogue

Manage
Customer
relationsh
ip

Responsible for
establishing,
reviewing and
revising Contracts
SLA, OLA & UC

SLM

Service
Improveme
nt
Programs

Monitor, report
and review
service levels

Service
Quality Plan

Multi-level SLAs
Corporate Level
covering all the generic SLM issues
appropriate to every Customer
throughout the organization.
Customer Level
covering all SLM issues relevant to
the particular Customer group,
regardless of the service being
used.
Service Level
covering all SLM issues relevant to
the specific service, in relation to
this specific Customer group (one
for each service covered by the
SLA).

Contracts
Between service
provider organization
Support teams and
internal departments
Between Customer
and service
provider
organization

Service provider
Organization
Between service
provider organization
and 3rd party
suppliers

SLA Elements
Introduction
Service hours
Support terms
Service levels reporting and
reviewing
Change procedures
Escalation mechanisms
IT Service Continuity and security

Charging
Incentives and penalties

Availability
Reliability
Throughput
Transaction response times
Batch turnaround times

Service Improvement
Programme

Targeted to bring improvements in the services

being provided
Driven generally through service reviews
Undertaken as a formal project
Process
Identify the underlying difficulty
Trace the underlying cause in conjunction with problem
management and availability management
Develop an action plan for improvements and execute
Verify the results with the targets and revise the plans

Focus on other areas too like service delivery,

automations, technology betterments etc.,
Generally done through Plan-Do-Check-Act cycle

Metrics
Number

of Service targets missed (SLA

breaches)

Number

of SIP

Initiated
WIP
Completed
Number

of service outages and their

Number

of users affected by service outage

duration

Customer

satisfaction index

Which of the following is an iterative process?

a) SLA
b) SLR
c) OLA
d) SLM

Which of the following is NOT part of Service

Level Management process?

a) SLR
b) OLA
c) SLM

IT Financial
Management

Goals
To provide cost-effective stewardship of the IT
assets and resources used in providing IT Services.
To be able to account fully for the spend on IT
Services and to attribute these costs to the services
delivered to the organization's customers.
To assist management decisions on IT investment by
providing detailed business cases for Changes to IT
Services.

Concepts
Budgeting
Budgeting
Predicting
Predictingand
andcontrolling
controllingthe
thespending
spendingof
ofmoney
moneywithin
withinthe
the
organization
organizationand
andconsists
consistsof
ofaaperiodic
periodicnegotiation
negotiationcycle
cycleto
toset
set
budgets
budgetsand
andthe
theday-to-day
day-to-daymonitoring
monitoringof
ofthe
thecurrent
currentbudgets
budgets
Accounting
Accounting
Set
Setof
ofprocesses
processesthat
thatenable
enablethe
theITITorganization
organizationto
toaccount
accountfully
fully
for
forthe
theway
wayits
itsmoney
moneyisisspent
spent
Charging
Charging
Set
Setof
ofprocesses
processesrequired
requiredto
tobill
billcustomers
customersfor
forthe
theservices
services
supplied
suppliedto
tothem
them

IT Finance Cycle
Business IT
requirements

IT operational
plan (Inc
budgets)

Cost analysis
(Accounting)

Charges

$
$
$

Financial
targets

Costing
models
Charging
policies

Feedback of proposed charges to business

Budgeting
Process of
ensuring the
correct monies
are available for
the provision of IT
services.

Minimize the
risk of
overspending

Monitor and
control
performance
against
predefined
targets
Ensure the actual
spends can be
compared
against predicted

IT Accounting
Provides cost
details of
providing services
to meet business
requirements

Track actual
costs against
budgets

Includes
budgeting
guidelines
charging policies
investment
guidelines
Provides details
to justify the IT
investments and
expenditure

Cost Types/ elements

Software

Hardware

People

Operating systems
Scheduling tools
Applications
Databases
Effort tracking tools
Monitoring tools
Analysis packages

Servers
Disk Storage
Peripherals
WAN
PCs
Workstations
Laptops

Payroll costs
Perquisites
Relocation
costs
Overtime
Consultancy

External Service

Accommodatio
n

Transfer

Security services
Disaster recovery
options
Outsourcing services
HR overhead

Office space
Storage
Secure areas
Utilities

Internal
charges from
other cost
centers within
the organization

Classification of Cost Elements

Fixed irrespective of
resource usage

vary with some factor,

such as usage or time

Corporate software
license

Out-of-hours coverage

Server maintenance
contract

Invested in
purchasing fixed
assets

Computer equipment
Software
Buildings

Day-to-day costs of
running IT services

Staff cost
Software license fee
Electricity, water, gas
Consumables

Equipment re-location

Fixed
Variable
Direct
Indirect
Capital
Operation
al

Directly attributed to
a single Customer or
group of Customers
Excessive usage of
server by a single
customer

Apportioned across
multiple customers
Cost of operations staff

Charging
make formal
evaluations of IT
Services and plan
for investment
based on cost
recovery and
business benefits

Has to be
simple, fair and
realistic

balance the quantity

of IT Services with the
needs and resources
of the customers.

Influences
customer
behavior

Charging options
No Charging
This form is used
for
communicating
the cost involved
in delivering the
service

Notional
Charging

This form is used

as an opportunity
to get more
experience and
tune the invoices
being generated
Real Charging
This form is used
to raise an
invoice which
customer has to
pay

Pricing methods
Deciding factors
Demand for the service in the market
Choice of the service availability outside
Legal, regulatory and tax issues

Accurate determination of direct &

indirect costs
Cost
Cost-plus
Going rate
Market price
Fixed price

Exercise 8
Q1 Explain the benefit of Notional charging
Q2 What do you mean by differential
charging?
Q3 Give a couple of examples for all Cost
elements

Capacity
Management

Goal

To ensure that cost justifiable IT Capacity always

exists and that it is matched to the current and
future identified needs of the business

Sub processes
Business
Capacity

responsible for
ensuring that the
future business
requirements for IT
Services are
considered,
planned and
implemented in a
timely fashion.

Service
Capacityfor
responsible
ensuring that the
performance of
all services, as
detailed in the
targets in the
SLAs and SLRs, is
monitored and
measured

Resource
Capacity for
responsible
ensuring that all
components
within the IT
Infrastructure
that have finite
resource are
monitored and
measured

Proactive tasks

pre-empt performance Problems by taking the

necessary actions before the Problems occur

produce trends of the current resource utilization

and estimate the future resource requirement

model the predicted Changes in IT Services, and

identify the Changes that need to be made to the
component parts of the IT Infrastructure to ensure
that appropriate resource is available to support
these services

ensure that upgrades are budgeted, planned and

implemented before SLAs are breached or
performance Problems occur.

actively seek to improve the service provision.

Capacity Data Base

Corner stone of a successful capacity

management
Used by all sub-processes of capacity
management
holds a number of different types of
data - business, service, technical,
financial and utilization data
Unlikely to be a single database and
probably exists in several physical
locations

Activities
Monitoring
Analysis
Tuning
Implementation
Demand

Management

Modeling
Application
Produce

Sizing

Capacity Plan

Tuning
The

analysis of the monitored data may

identify areas of the configuration that
could be tuned to better utilize the system
resource or improve the performance of
the particular service.

Techniques

Balancing workloads
Balancing disk-traffic
Efficient use of memory

Application Sizing
Objective

is to estimate the resource

requirements to support a proposed
application Change or new application, to
ensure that it meets its required service
levels.

The

sizing of the application should be refined

as the development process progresses.

The

resources to be utilized by the application

are likely to be shared with other services and
potential threats to existing SLA targets must
be recognized and managed.

Demand Management
Objective

is to influence the demand for

computing resource and the use of that
resource.

Influences

the customer behavior

Short-term

Demand Management may

occur when there has been a partial failure
of a critical resource in the IT Infrastructure.

Long-term

Demand Management may be

required when it is difficult to cost-justify an
expensive upgrade.

Modeling
Objective

is to predict the behavior of IT

Services under a given volume and variety
of work.
Trend Analysis
Analytical modeling
Simulation
Baseline models

Exercise 9
Q1 Describe demand management
Q2 What could be the content of CDB?
Q3 Differentiate CBD and CMBD

IT Service Continuity
Management

Goal

to support the overall Business Continuity

Management process by ensuring that the required
IT technical and services facilities can be recovered
within required, and agreed, business timescales.

BCM & ITSCM

ITSC
M

BC
M

focused on the Continuity

of IT Services to the
business.
concerned with the
management of Business
Continuity that incorporates
all services upon which the
business depends, one of
which is IT.

Business Continuity Life Cycle

Business Impact Analysis

C
o
u
n
t
e
r

Assets

Threats

Ri

s
k
s

m
e
a
s
u
r
e
s

Vulnerabilitie
s

Risk Assessment
CCTA Risk Analysis and Management Methodology

Risk

Recovery Options

Do nothing

Gradual recovery

Manual
workarounds

Intermediate
recovery

Reciprocal
arrangements

Immediate
recovery

Exercise 10
Q1 List out 3 important benefits of ITSCM
Q2 Describe various recovery options

Availability
Management

Goals
to optimize the capability of the IT Infrastructure,
services and supporting organization to deliver a
Cost effective and sustained level of Availability that
enables the business to satisfy its business
objectives .

Responsibilities
Gather,

maintain and analyze the data related

to IT infrastructure.

Determine

the availability levels required from

a business perspective.

Monitor

and report the availability and

optimize thereby.

Monitor

and improve the availability to meet

the SLA (& OLA) requirements.

Ensure

the required security levels are

provided.

Create

and maintain availability plan

Terminology
Availability

Maintainability

ability of an IT Service or
component to perform its required
function at a stated instant or
over a stated period of time

ability of an IT Infrastructure
component to be retained in, or
restored to, an operational state

Reliability
ability of an IT Service or
component to perform its required
function for a given period of time

Serviceability
describes the contractual
arrangements made with Third
Party IT Service providers.

Security
The Confidentiality, Integrity and
Availability (CIA) of the data
associated with a service; an
aspect of overall Availability

Resilience
ability of an IT Service or
component to keep working even
when one or more components
fail

Vital Business Functions

The business critical elements of the Business process supported by an IT
Service.

R
e
c
o
v
e
r
a
b
i
l
i
t
y

Calculations
Availability % =

AST - DT

X 100

AST
AST Agreed Service
Time
DT Down Time

Components - serial configuration

Availability % = A x B
Components parallel configuration
Availability % = 1 (downtime of A) x
(downtime of B)

Methods & Techniques

ComponentFailure
Failure
Component
ImpactAnalysis
Analysis(CFIA)
(CFIA)
Impact
canbe
beused
usedto
topredict
predictand
and
can
evaluatethe
theimpact
impacton
onIT
IT
evaluate
Servicearising
arisingfrom
from
Service
componentfailures
failureswithin
within
component
theIT
ITInfrastructure.
Infrastructure.
the

FaultTree
TreeAnalysis
Analysis
Fault
(FTA)isisaatechnique
techniquethat
that
(FTA)

canbe
beused
usedto
todetermine
determinethe
the
can
chainof
ofevents
eventsthat
thatcauses
causesaa
chain
disruptionto
toIT
ITServices.
Services.
disruption
CRAMMcan
canbe
beused
usedto
to
CRAMM
identifynew
newrisks
risksand
and
identify
provideappropriate
appropriate
provide
countermeasuresassociated
associated
countermeasures
withany
anyChange
Changeto
tothe
the
with
businessAvailability
Availability
business
requirementand
andrevised
revisedIT
IT
requirement
Infrastructuredesign.
design.
Infrastructure

SystemsOutage
Outage
Systems
Analysis(SOA)
(SOA)isisaa
Analysis

techniquedesigned
designedto
to
technique
provideaastructured
structured
provide
approachto
toidentifying
identifyingthe
the
approach
underlyingcauses
causesof
ofservice
service
underlying
interruptionto
tothe
theUser.
User.
interruption

TechnicalObservation
Observation
Technical
Post(TOP)
(TOP)isisaa
Post

prearrangedgathering
gatheringof
of
prearranged
specialisttechnical
technicalsupport
support
specialist
stafffrom
fromwithin
withinthe
theIT
IT
staff
supportorganization
organizationbrought
brought
support
togetherto
tofocus
focuson
onspecific
specific
together
aspectsof
ofIT
ITAvailability.
Availability.
aspects

Incident Lifecycle - Expanded

MTBSI
I
n
c
i
d
e
n
t

R
e
s
t
o
r
e

I
n
c
i
d
e
n
t

MTTR

MTBF

MTTR - Mean Time To Repair (Downtime)

MTBF Mean Time Between Failures (Uptime)
MTBSI Mean Time Between System Incidents
(Reliability)

Security
Availability

Confidentiality

Integrity

Information Security protects information from a wide range of

threats in order to ensure Business Continuity, minimize business
damage and maximize return on investments and business
opportunity.

Exercise 11
Q1 Describe various Availability techniques
Q2 List the parameters of security
management
Q3 What do you mean by recoverability

ITIL Foundation Exam

Objective
1

Type

Hour duration

Passing
No

score 26 out of 40

negative marking

Online

/ Paper-based

References
OGC

Publications

BLUE BOOK (IT Service Support)

RED BOOK (IT Service Delivery)
HP

Ref Model 3.0.2

Template Version History

Slide to be deleted before using this template for the first time
Version
No.

Version
Date

Prepared By

0.1

23 June
2006

Satish
Matukumalli

1.0

27 June
2006

Satish
Matukumalli

Reviewed
By

Approve
d By

Summary of
Change
Draft

PIF
No.

1374