ITIL Foundation 4 자격증 도전기 (3일차)
이 자격증은 응시료만 60-70만원 이기 때문에 유튜브와 덤프로만 공부하기로 했다.
1일차 2일차에는 그냥 뇌 뺴놓고 유튜브 강의를 저항 없이 들었다.
다 듣자마자 40개 문제 덤프를 풀었는데 한 반 정도 풀 수 있었다. (답지를 맞춰보진 않았다.)
오늘인 3일차에는 조금 집중해서 전체적인 그림을 외우도록 공부했고, 공부하다 이해가 안되는 부분은 ChatGPT에 물어가면서 이해하려고 노력했다. 그런데 정말 ChatGPT가 도움이 많이 되었다. 과외 받는 느낌.
아래는 외우는걸 제일 못하는 나를 위한 내용 정리.
유튜브 영상의 PPT에 나오는 내용에 더해서, 강사가 예시를 들어 준 부분과 ChatGPT가 설명해 준 부분을 추가해서 정리를 해 보았다.
이렇게 정리 해 놓고 다시 어제 풀었던 문제를 다시 풀어보니 한 70%는 풀 수 있었다.
다시 유튜브 강의 정주행 하고 Flash card 돌려보고 다시 문제 풀어봐야디
Key Concepts and Definitions
** Ask these 10 questions **
What is ITIL?
- IT Infrastructure Library
- A framework for IT Service Management that aligns ITSM with business’ needs
What is IT Service Management?
- A set of specialized organizational capabilities for enabling value to customers in the form of service
What is Value?
-Benefits
Who gets the benefit?
- Customer: Defines requirements for services
- User: A person who uses the service
- Sponsor: Authorizes budget
Who delivers the Value?
- Suplier: External partner who provides services to the organization
What is organization?
- A group of people that has its own functions, responsibilities and authorities to achieve specific goals
What is delivered to organization?
- Service: means of enabling value co-creation (through interaction between service provider and service consumer) by facilitating outcomes that customer want to achieve without the customer having to manage specific costs and risks => In short, Service enables customer to achieve their goal.
- Product: A configuration resources that will be potentially valuable to customers (Configuration item, CIs, is a builing blocks, Configuration Resource is the final arrangement of those blocks to create something useful) (Potentially valuable : the product is only valuable when it work as intended)
* Ex: If you puchase a product only, you need to install, manage, and maintain yourself. Cost and risks are under your responsibility. If you purchase the service, supplier will settle everything for you.
What package in the Service and Products?
- Service Offering
=> Goods: ownership for customer
=> Access to resource: customer allowed to use it
=> Service Actions: service provider does for customer
What things will the service generate?
- Output: deliverable of any activity
- Outcome: A result for a stakeholder enabled by one or more outputs
- Cost: Can be reduced (value proposition) or can be impose (service consumption)
- Risk: uncertainty of outcome (opportunity or hazard)
How to measure the value in the end?
-Utility: Fit for purpose. Functionality and usefulness offered by a product or service to meet a particular needs. 'What the service does?' To have utility, a service must either support the performance of the consumer or remove constraint from the consumer. (making things easier and faster)
-Warranty: Fit for use. Assurance that a product and service will meet agreed requirement. 'How well the service performs?' Service does good enough. Availability(Is the service available when needed, 99% of uptime), Capacity(Can the service handle workload?), Continuity(Can the service continue to use without unexpected interruption?), Sercurity (Is the service protected from unathorised access or breaches?)
-Perception: Customer’s feeling towards the service
4 Diamensions (Basic Ingredients)
What are the basic ingredient to create valuable products?
Value streams and processes
- Activities the organization undertakes
- Organize these activities
- Ensure value to customers
- Exercise Value Stream Mapping (VSM)
=> Activities that the organisation does to provide value to customer and meet its goal; Value stream: End-to-end flow. A doctor order x-ray -> Radiology schedule it -> Perform the scan -> The report is generated and sent back to doctor. And it provides the patient value; Process: building blocks of value stream. Specific and detailed activities)
Organizations and people
- Organization structures
- Who make decisions
- Staffing and skill requirement
- Culture and leadership styles
Information and technology
- Information and tools
- Technology and Innovation
- Relationship between components (CMDB)
- Culture of knowledge management
Partners and suppliers
- Relationship with external vendors
- Factors that influence suppliers strategies
- Service integration management
- Vendor selection procedure
Any external factors?
Political
Economical
Social
Technological
Legal
Environment
Service Value System (SVS, Ingredients for Special Flavors)
What are the ingredients to give special flavors for successful service management other than basic ingredients for service management?
Service Value System (SVS): converts opportunity and demand by applying our service management magic into an actual value for customers
(외우기 쉽게: GGSㅣvㅏㄹC PㅏCㅜ해!)
- Guiding Principles
• Focus on Value: Must be valuable to stakeholders
• Start Where You Are: Reuse existing resources
• Progress Iterative with Feedback: Take baby steps with lots of feedback
• Collaborate and Promote Visibility: Right people at the right time and gather right data to make right decision
• Think and Work Holistic: Think about the effect of the work on other components
• Keep It Simple and Practical: Use the least possible steps. Outcome based thinking
• Optimize and Automate: Max the value of human work. Automate only after optimization
=> Value 가 where에 있는지 계속 interative하게 colab 해서 holistic 하게 simple한 방법으로 automatic 하게 뒤져라
- Governance
- Service Value Chain
• Value Stream: [What needs to be done] a series of steps which we map and transform demand into actual value. It can be mapped to SVC in any combination/different sequence (ex: incident management)
• Service Value Chain: [What needs to be done + How to do] a checklist (or framework/guideline) to ensure the organisation to structure their activities and ensure all necessary aspects (like planning, building, delivering, engaging, and improving) are covered to create/deliver values while addressing risks, costs, and customer needs.
=> To convert inputs into outputs, the value chain activities use different combinations of ITIL practices
• Plan: Ensure shared understanding of vision, current status, direction
• Improve: Continual improvement
• Engage: Understand stakeholder needs and demands
• Design and transition: Make sure services meet stakeholder needs
• Obtain or build: Ensure components are available when needed
• Deliver and support: Ensure SLA conform service delivery
- Practices
- Continual Improvement
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
