Practices (formerly known as Process, Supports SVC) 디테일하게 설명
1) The Most Important Practices
i) General Management Practices
• Continual Improvement
- Happens everywhere in the organization
- Ideas to be reprioritized when added new one
- Responsibility of everyone
- Organisation may have improvement team
- During improvement, to consider all 4 dimensions
- Vision -> Where are we -> Where we wanna be -> How to get there -> Take action -> Did we get there? -> How to keep the momentum going?
ii)Service Management Practices
• Change Enablement (=Change Management)
- Max successful changes through proper risk assessment and min failed changes
- Standard: pre-authorized, low risk, low cost; Service Request => Routine updates, maintenance tasks
- Normal: authorization depending on what changes; Normal Change Workflow => Feature enhancements, process improvements (Workflow: change request submitted->assess impact, risk, costs, benefits->approval->implement->monitored)
- Emergency: needs rapid action. Separate workflow(identify issue->Immediate action->Approval after->Documetation) => Applying a quick fix or configuration change to get the system back online
• Incident Management
- Min negative impact of incidents by restoring normal operation asap. For fast solution. Get back on track.
- Normal = SLA
- Incident: Unplanned interruption or reduction of quality. Must be logged, prioritized, managed through their life cycle. Use the same categorization as Problem tickets. Swarming may help with complex issues.
- Major incident: Huge issues. Highest priority. Need separate procedure. Swarming is useful
• Problem Management
- Reduce likelihood of recurring incidents by identifying root causes and eliminating them
- Problem: unknown cause of one or more incidents
- Known Errors: a problem with a known root cause, but no solution yet
- Workarounds: alternate solution, reducing the impact of the problem
=> Problem Identification (Assign team)-> Problem Control (find root cause and provide workarounds -> Error control (Request change)
• Service Desk
- Capture demand for incident and service request. Single point of contact between service provider and users
- Issue/Request/Query -> Single Point of Contact -> Acknowledge -> Classify -> Own tickets -> Act
- Channels: Email, phone, chat, self-service, text message, forum
- Skills: Incident Analysis and Prioritization, Effective Communication, Emotional Intelligence, Excellence Customer Service Skills
• Service Level Agreement
- Set clear business-based targets for service performance, so that the delivery of service can be measured properly
- SLA: Agreement between service provider and customer
- OLA: Agreement within the service provider. Different unit but same organisation
- UC: Agreement between service provider and external supplier
- Recommendations: clear language, simply written, should relate to outcome, listen to customer needs
• Service Request Management
- Support the agreed quality of services by handle all pre-defined, user initiated service request (reset pw, install s/w, allow access, etc)
- Service Request: a formal requests other than incident resolution (information, advice, how-to)
- Need well-defined work instruction or service request template which can be used all the time (for both simple and complex request)
- Reuse existing workflow
- Manage user expectation (SLA needs to be realistic)
- Acquisition of pre-approved service components may be fulfilled through service requests.
2) Other Practices
i) General Management Practices
• Information Security Management: protects information
- Confidentiality: only approved person can access
- Integrity: cannot change by unauthorized people, so information is accurate and complete (ex: delete bank transfer info)
- Availability: available when and whom it’s needed.
- Authentication: user account
- Non-Repudiation: cannot change without trace
• Relationship Management:
- Establishes links between organization and stakeholders at strategic and tactical level
- Find the best possible ways to communicate and collaborate with internal and external stakeholders
- Identified -> Analyzed -> Monitored -> Improved
• Supplier Management:
- Ensure that suppliers and their performances are managed to support seamless service provision to customer
- Make sure what we get paid for
- Agreement and contract are made in form of Underpinning Contract (UC)
ii) Service Management Practices
• IT Asset Management: Plan and manage lifecycle of IT assets
-to maximize their value, control their cost, support decisions about reusing for purchase
-Financially valuable components
• Monitoring and Event Management
- Recognising events and happenings in the IT infrastructure to make decisions what we should do of them
- Observe services, conponents and record changes in their state
- Identifies -> categorize -> establishes standard responses
- Event: Any change of state that has a significance for the management of a configuration item or service
- Types: Information, Warning, Exception (issues handled by incident management)
• Release Management
- Makes new service or change services and features available for use
- Release: a version of a service, other configuration items(beside service itelf; hardware, documents, people, etc) , or a collection of configuration items (RIS release = hardware CI, database CI, infra CI, document CI, people CI), that is made available for use
- Releases have been disconnected from deployment with canary / dark releases (UAT -> dark release (test in prod, new features hidden) -> canary release (Test in prod with small group of users) -> release to all users)
• Server Configuration Management
- Ensure accurate information is available when needed about services, configuration items, and their relationships
- Configuration Items (CI): any components needs to be managed to deliver an IT service (technical (server, network)or logical (service, license); even skills of employees like knowledge abut ITIL 4)
- CMDB (Configuration Management Database): database holding CIs and their connections
- CMS (Configuration Management Systems): frontend / UI for CMDB
=> ticketing system as acting as a frontend interface for the CMS (Configuration Management System), and the CMDB is like a lookup table for detailed information about the CIs, so that technician can select CI in the list in the ticketing system
iii) Technical Management Practices
• Deployment Management:
- Move new or changed hardware/software/document or any other components from one environment to next (DEV -> QA ->PROD)
- Pure movement of code and configuration => Deployment management
- DevOps, when developer build the change then automatically test and move to the next environment until it arrives in PROD
- Deployment ≠ Release