Exin ITILFND - ITIL – Foundation (v4)

To help plan emergency changes

To help authorize standard changes

To help assign a change authority

To help manage normal changes

Improve

Deliver and support

Engage

Obtain/build

Process metrics can be used to measure end-to-end service performance

Technology metrics can be used to measure component performance and availability

Process metrics can be used to measure the utilization of a supplier’s network

Technology metrics can be used to determine the overall health of a process

Service management

Practices

A value stream

Service level management

Contracts and agreements

Type of cooperation with suppliers

Corporate culture of the organization

Level of formality

To establish and nurture the links between the organization and its stakeholders

To ensure that the organization’s suppliers and their performance are managed appropriately

To set clear business-based targets for service levels

To support the agreed quality of a service handling all agreed, user-initiated service requests

Management, control and prediction of the performance, utilization and capacity of individual elements of

IT technology

Review of all capacity supplier agreements and underpinning contracts with supplier management

Management, control and prediction of the end-to-end performance and capacity of the live, operational IT

services

Future business requirements for IT services are quantified, designed, planned and implemented in a

timely fashion

To ensure that spending is properly accounted for

To ensure that information security requirements are met

To streamline the fulfillment workflow

To set user expectations for fulfillment times

The four dimensions of service

Practices

The service value chain

The guiding principles

Keep it simple and practical

Optimize and automate

Progress iteratively with feedback

Focus on value