ITIL® - Key Concepts

What is ITIL ? Framework of Best Practices Founded by OGC (Office of Government Commerce), UK

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Service Level Management

FinancialManagementAvailability

Management

IT Service Continuity Management

Capacity Management

ServiceDelivery

Service Desk

Change Management

ReleaseManagementIncident

Management

Configuration Management

Problem Management

ServiceSupport

Incident Management

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Incident ?

Any event which is not part of standard operation and may cause and interruption/reduction in quality of service.

Incident Management - Parameters

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RACI Model

Responsibility - Person responsible for executing the task. Should be atleast 1.

Accountability - Person accountable for the task. Should be atleast and utmost 1.

Consulted - Person consulted for advice or know-how.

Informed - Person informed about the whereabouts and updated on status.

This is a tool for assigning four key roles to any important task or activity.

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Example for RACI Model

TasksDeveloper TeamLea

dFunction

al

Manager

Gathering business requirements from Customer

I R/A C

Development and requirement validations

R A C I

Testing and documentation R R/A C IProject planning and management

I R R A

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Questions ?

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