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Continual Service Improvement Process None at foundation level. Customer perspective of functionality offered. Guarantee to meet requirements SLA, contract, etc.

Correct numbers, skills, training. Good communication. Defined, documented, streamlined, measurable, version controlled. Products Technology. Resulting services,. Partners Suppliers. Event: A change in state which has significance for the management of the IT Infrastructure.

Event Types:. Informational good or bad Warning Exception. Data Stored in a database Information Interprets who, what, when, where of data. Wisdom Decisions made as a result of knowledge. Why we do things in the future. Availability Metrics. Defines roles and responsibilities. R esponsible A ccountable 1 per task C onsulted I nformed. Configuration Model Structure of CIs, capturing logical and physical relationships between them, eg:.

A is connected to B. A belongs to B. A uses B. Management and P lanning Configuration I dentification. Configuration C ontrol. S tatus Reporting. V erification and Audit. P erhaps I C an S ee V ampires. Hardware, Software People, DocumentsLocations. Service Lifecycle. Operational Level Agreement — Agreed between internal groups of an organisation.

Change Types Normal Change : Follows process and requires authorisation. Standard Change : Pre-authorised agreed actions for repeatable changes. Assesses RFC and authorises change. Software master copies Document master copies. Release Options. Big-Bang : All users at once Phased : Partial, then scheduled roll-out. Alert: Warning that a threshold has been reached, something has changed, or a failure has occurred.

Incident: An unplanned interruption or reduction in quality of an IT service. Logged in the CMS. Service Request : A user query for information or support; not an incident. Generic Process Model. Learn more about Scribd Membership Home.

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Start Free Trial Cancel anytime. Uploaded by novan kostka. Date uploaded Jan 23, Did you find this document useful? Is this content inappropriate?

Report this Document. Flag for Inappropriate Content. Download Now. Related titles. Carousel Previous Carousel Next. Jump to Page. Search inside document. Incident Priorities. Activities, Roles,. Service Portfolio. Service Pipeline. Service Catalogue. Retired Services. Capacity Management. Information System. Design criteria. Testing schedule. Information Security. Management System. Supplier Contract. Database SCD. Information Integration Layer. Service Management. Knowledge Base. Configuration Info.

Change Data. Release Data. DML1, 2. App Data. CMDB 1, 2. Muthu Ramachandran. Lovely Eulin Fulgar. Matthew Austin. Rafael Rosa. Snehil Kaushik. Ichraf Adnane. Timur Sonkaya. Ed Levine. Avinandan Kumar. Tanvir Hassan Chowdhury. Khadija Jawed. Dominic Benedito. Jay-ar Pre. Juan Asmat. Hafizszul Feyzul. Sushmita Iyengar.

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