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49.Service Strategy Market Space
50.Is there a big difference between Exin and APMG exams?
51.Change Management basics
52.Practitioner vs Service Capability
53.ITIL Access Management
54.ITIL Service Catalog Management
49. Service Strategy Market Space
Understanding market space is an important element in understanding the new ITIL version 3.
The textbook definition is that market space is a set of opportunities for service providers to deliver value to a customer by one or more services. The key word in this statement is value. Value from a Service Management perspective is the ability of a customer to achieve anticipated business outcomes which are facilitated by a service.
Value, like market space is a critical concept; as without value despite any number of written agreements and support statistics a customer will express dissatisfaction.
By understanding market space and value the service provider is in a much stronger position to be selected as the provider of IT services.
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50. Is there a big difference between Exin and APMG exams?
Great question... and the simple answer is Yes and No !
Exin are offering ITIL v3 Exams and these are EXACTLY the same exas as offered by APM Group. Exin's access to v3 Exams (like ISEB) is via APMG.
When it comes to ITIL v2, then Exin, ISEB and APMG all have their own variants of exams... but they are all based on the same version of ITIL - so theoretically they are all similar.
APMG's exams tend to be more detailed in the level of theory recall an individual should have, whereas ISEB and Exins exams are more open and tend to give you the opportunity to demonstrate your IT Service Management experience.
All exams have the same time frames and required pass marks.
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51. Change Management basics
Change Management is considered to be the key to the knowledge economy. The ability to trace an event back to its origin is critical for business and IT alike.
The following concepts are presented as summary items from the ITIL Change Management process, as defined in the 2007 release of ITIL (version 3).
Individual change states
If we consider any individual change then we should understand the lifecycle phases of that change. The following states are viable options for a change.
- Requested
- Evaluation
- Decision
- Authorized
- Scheduled
- Implemented
- Closed
Key concepts
The following terms are major components within the ITIL Change Management process:
- Change Requests (CR): can be a Service Desk Call, Request for Change (RFC) or a Project Initiation Document.
- Change Schedule (CS): dates and details regarding future planned changes
- Projected Service Outage (PSO): agreed changes to availability times, that are documented in Service Level Agreements (SLAs), which are documented in the CS.
Three types of Change
- Standard change (pre-authorized)
- Emergency change
- Normal change (needs to go through the defined change process)
A logical check list of items that should be answered for each change.
7 R’s of Change Management
- Who Raised
- What Reason
- What Return
- What Risks
- What Resources
- Who Responsible
- What Relationships
Primary Metric
MTRS (Mean Time to Restore Service) is a true reflection on change efficiency and a more appropriate metric than Mean Time to Repair (MTTR), as it covers all elements of ‘recoverability’.
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52. Practitioner vs Service Capability
There seems to be confusion in the market regarding Practitioner and Service Capability programs. This is the condensed, easy to understand explanation.
- Practitioner courses relate to a collection of courses as they were defined in ITIL v2.
- Service Capability courses relate to a collection of courses as they are defined in ITIL v3.
So that is the easy way to differentiate between the two terms. Notice the tense as well. ITIL v2 is a "was", ITIL v3 is an "is". While the v2 collection of courses are still available, there will come a time when they cease to be offered and the newly created courses of v3 will move into main stream acceptance.
There are four Service Capability programs:
- PP&O = Planning, Protection and Optimization
- SO&A = Service Offerings and Agreements
- OS&A = Operational Support and Analysis
- RC&V = Release, Control and Validation
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53. ITIL Access Management
A free short summary on one of the Service Operations process
Also known as…. Rights or Identity Management; Access Management aims to ensure that a service is only accessed by authorized users. The process is the actual delivery of rights that will be defined in Availability and Security Management.
Concepts
Five concepts sum up the process of Access Management.
- Access – the depth of functionality that a user can see
- Identity – the characteristics of a user that is used to identify them
- Rights – the actual settings assigned to a user for a service (e.g. read, write)
- Service Groups – the bundling of users to ease the administration of access management
- Directory Services – a specialized tool to manage access and rights
Starting points
An access management activity can originate from a number of sources. The major ones are;
- Request for change (RFC)
- Service request
- HR request
- Functional (management) request
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54. ITIL Service Catalog Management
Objective
Management of information that details the services that are available or soon to be available is at the heart of Service Catalogue Management.
Two sides of the coin
There are two views of the Service Catalogue:
(a) Business view – customer focussed language and including who uses the service and what business processes utilize the service.
(b) Technical view – the services description and their required supporting services, components and configuration items (will cross reference to the business service catalogue).
What is a service?
It is a requirement to actually understand how services are defined in order to be able to list them in the service catalogue. Services can be thought of in a number of ways. The most useful starting point is to consider what the customers/end users see as services from their perspective. In this regard, traditional applications will be defined as services, but we need to acknowledge that such services are actually made up on many other services (e.g. network services, server services, application services, environmental services).
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