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7/30/2019 Otras Metodologias3

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Denys Flores, Ing., MSc


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Tecnologas de Seguridad

Denys Alberto Flores, Ing., MSc.

22 August 2012


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IT services representsan important part ofbusiness process.

Technology must bealigned with business

processes

BusinessInformation


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Provide an adequate quality management.

Increase efficiency.

Align business process and IT infrastructure.

Reduce risks in IT Services.

Generate business.


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Is a best practices

framework to accomplish:A systematic approach ofIT service based on processand procedures.

A strategy establishmentfor operative managementof IT infrastructure.


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ITILs two central books are:

Service Support.

Service Provision.


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Clients: contract IT services and ask for

Service Level Agreement (SLA).

Users: use IT service as support on their

activities.

Organization: the IT organization must beconsidered as another client/user of ITservices.


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Register and monitor incidents.

Apply temporary solutions in association withProblems Management.

Collaborate with Configuration Management for

updating Configuration Management Data Base.

Manage solicited changes via Service Requests incollaboration with Changes Managementand

Versions Management.


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Investigate the subjacent causes of any potentialor real alteration on IT Services.

Determine possible solutions.

Propose change requests (CR).

Conduct Post Implementations Revisions (PIR)in collaboration with Change RequestManagement.


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Evaluate the impact of changes in IT

infrastructure.

Conduct changes through consistent and

standardized processes and procedures.

Revise with Problems ManagementandStakeholders the PIR results.


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Assure the service continuity when an incident .

Solve the incident in an agile and effective way.

Incidents management only is concerned insolving incidents and restoring service, not in the

subjacent causes.


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Implement changes.

Carry out emergency repairs.

Develop roll out plans (release versions) andback out plans (return to previous versions).


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Control all elements of IT infrastructure.

Carry out periodical evaluations of ITinfrastructure configuration.

Provide reliable and sharp information aboutIT configuration to all management

processes.


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Define IT services provided and formalize them

in terms of Service Level Agreements andOperative Level Agreements.

Involve the needs clients and the associated

costs.

Service Level Management is also responsible ofQoS reports.


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Essential in Configuration Management as a repository of servicecomponents.

Detailed information about each logical and physical configurationelement.

Inter relationships among the configuration items.

A Configuration Item is a collection of related objects in terms of aspecific functionality of a larger system.

These objects must be code, documentation, models and otherfiles.


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High availability of IT services every time they are solicited.

Reliable IT services with an operative margin.

Correctly maintained IT services.


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Do capacity planning.

Monitor the IT infrastructure performance.

Conduct capacity requirements simulations in differentscenarios.


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Measure the quality/cost relation and take corrective actionsto offer good services with reasonable prices.

Help clients and enterprise to understand the benefits andreal costs of the service so they can assume the associatedexpenses.


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Evaluate risks that can put in danger the service continuity.

Do contingency plans.

Fast recovery of service after critical failures in IT

infrastructure or natural disasters.

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