loading...
Loading...
This short video is about what ITL is
and how I tell is the best practices
framework for managing IT services it
was defined with an objective of
aligning IT with the business by the office of
government of Commerce UK it is being
widely adopted all over the world as a popular standard for helpdesk and
support operations ITIL it's a
collective knowledge based on the
experience of the IT managers around the world in simple words it's like getting
advice from your friends about the best
restaurants in town or the best place to
stay before planning a vacation ITIL v2
has two modules service delivery and
service support service delivery focuses
on strategy for managing IT service
support offers best practices for
running IT operations there are two I
tell books for I tell v2 service
delivery processes commonly referred to
as the red book and service support
commonly referred to as the blue book
service support is the most widely used
modules and it's easy to deliver value
our focus is going to be on service
support service support has the
following processes and functions
incident management problem management
change management release management and
CMDB in the latest version I tell v3
focuses on service lifecycle management
the core modules of ITIL v3 are service
strategy service design service
transition service operation and
continual service improvement ITIL v2
processes can be modified to meet ITIL
v3 requirements there are a lot of
synergies between ITL v2 and v3 here is
a simple diagram that shows the common
modules the incident is a disruption in the normal
service the goal of incident management
is to restore normal services as soon as
possible with resolution and recovery
have a look at some screenshots on our
incident management is handled in
service desk plus
the goal of problem management is to
find the root cause of incidents and
reduce the impact on business it's a
proactive approach that prevents
reoccurrence of incidents problem
management brings strategy to your help
desk as you can group incidents that
have similar problems and find a common
solution if three users report the same the problem about VPN you can group them and
handle them as one problem and find a
solution when the problem is closed the
related incidents can be closed or the
related incident technicians can be
informed have a look at some screenshots
on how problem management is handled in
Service Desk plus
the goal of change management is to
control and manage approved changes with
accepted risk change management process
has different phases planning approval
forward schedule of changes release
management and post-implementation
review changes can be classified into
different types based on the risk and
the impact on business-standard change
these are pre-approved low impact
changes that can be instantly rolled out a minor change has minimal impact and can
be improved as a change manager or the
emergency board in the change managers
absence major or significant changes are
high-impact changes that require cap and
change managers approval make a plan
about how you're going to make a change
after analyzing all of the impact and
risk send your plan for approval to the
stakeholders the stakeholders are called
cap change advisory board when a critical change has required the cab
members make a collective decision
whether to roll out a change or not
depending on the size of the company
there can be one or more cabs
financial cab and technical cab the cab
is usually chaired by the CEO or the CEO
FSC is the forward schedule of changes
all the approved changes need to be
published to stakeholders and users to
educate them about the change and when
the particular service will be down so
that they can plan accordingly the goal
of release, management is to break the
change into different tasks and roll-out
smoothly users need to be informed about
the change and service availability in
every change and plan there are always
glitches and complications on the ground
all glitches and implementation
complications are captured this helps
the next change plan
have a look at some screenshots on how
change management is handled in Service
Desk plus
CMDB configuration management database
has a complete record of all of the
components of IT services a configured
item can be physical servers or software
or users or even the process CMDB also
shows how CIS are related to one another
here's a simple example of how CMDB can
help when one of your critical servers
crashes CMDB provides all the
information you need to restore the
service what are the physical properties
of the server software application and
services pack versions installed in the
server and the relationships who was
using the server etc with that we come
to the end of this demo, ITIL is a very
vast subject and we hope this demo
helped you to get a fair idea of what it
is if you have questions about ITIL and
how to implement ITIL for your
organization please feel free to get in
touch with us at ITIL at manage engine
comm
loading...
0 Response to "ITIL Processes Explained with ServiceDesk Plus - ITIL Overview"
Post a Comment