Release and Deployment Management
Introduction
- ITIL defines release and deployment management as follows:
- Release and deployment management aims to build, test
and deliver the capability to provide the services specified by
service design and that will accomplish the stakeholders’
requirements and deliver the intended objectives.
Knowledge Management
Introduction
- The goalof knowledge management is to improve the quality of the (management’s) decision-making process by ensuring that reliable and secure information is available during the Service Lifecycle.
Service Reporting
- The service reporting process is the process which is responsible for generation and supply of reports about the results achieved and the developments in service level
Service Report Process
Service Asset and Configuration Management
Introduction
- The purpose of Service Asset and Configuration Management (SACM) is to provide
a logical model of the IT infrastructure.
- The objective is: to define service and infrastructure components and maintain
accurate configuration records.
CSI improvement process
- The CSI improvement process or 7-step improvement process describe how to measure and report
- Improvement take place according to P-D-C-A cycle
- The CSI plan phase results in a Service Improvement Plan (SIP)
Activities, methods and techniques
- CSI will measure and process these measurements in a continual improvement process
- This will take place in seven step from measurement to improvement
Seven step from measurement to improvement
Step 1: What should you measure?
- The service owners determine what they should measure. For this reason, they will chart the activities that are needed for the services management processes, or to provide services
- Input:
- Service level requirements and goals
- Service catalogue
- Vision, mission, goals and objectives of the organization as a whole, and of the various units
- Legal requirements
- Governance requirement
- Budget
- Balanced scorecard
- Output - A list of what you should be measuring, including:
- CSF
- KPIs
- Metrics
- Measurements
Transition Planning and Support
Introduction
- The goals for transition planning and support include:
- Planning and coordinating resources in order to ensure that the specifications of the Service Design are realized.
- Starting with the transition phase, identify, manage and limit risks that could interrupt the service.
Change Management
Introduction
- To resolve a problem, action need to be taken to make changes to the affect IT component
- The change be in the form of replacing a CI or changing certain setting of a CI
- A changeto solve a problem can result in new problemcoming up when implemented. Thus,
change has to be analyzed and properly planned
Example
