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itil-kurs (IT Oprations + litt til)

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Per Ulrik Arntsen

on 28 September 2015

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Transcript of itil-kurs (IT Oprations + litt til)

(ITIL Service Transition) Any component or other service asset that needs to be managed in order to deliver an IT service. Information about each configuration item is recorded in a configuration record within the configuration management system and is maintained throughout its lifecycle by service asset and configuration management. Configuration items are under the control of change management. They typically include IT services, hardware, software, buildings, people and formal documentation such as process documentation and service level agreements.
ALT SOM ER VIKTIG FOR TJENESTELEVERANSE
Configuration Item (CI) (ITILv3):
event / hendelsesvarsel
A change of state that has significance for the management of an IT service or other configuration item. The term is also used to mean an alert or notification created by any IT service, configuration item or monitoring tool. Events typically require IT operations personnel to take actions, and often lead to incidents being logged.
En automatisk varslet hendelse som har betydning for håndtering av en konfigurasjonsenhet eller en IT-tjeneste. Betegnelsen hendelsesvarsel betyr også en alarm eller melding opprettet av en IT-tjeneste, konfigurasjonsenhet eller et overvåkningsverktøy. Det er typisk at det kreves tiltak fra IT-driftspersonale og det fører ofte til logging av hendelser.
incident/hendelse (opptrinn/scene)
An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set.
Et ikke-planlagt avbrudd i en IT-tjeneste, eller en reduksjon i kvaliteten til en ITtjeneste. Svikt i en konfigurasjonsenhet som enda ikke har hatt noen påvirkning på tjenesten er også en hendelse. For eksempel svikt i en disk fra et speilingssett.
Overordnet mål:
Restore normal operation ASAP
A cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation.
PROBLEM MANAGEMENT:
The process responsible for managing the lifecycle of all problems. Problem management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented.
The process responsible for managing the lifecycle of all service requests.
Prosess ansvarlig for å styre alle tjenesteforespørsler gjennom sin livssyklus.
Tilgangsstyring er prosessen ansvarlig for at brukere får tilgang til IT- tjenester, data eller andre ressurser. Tilgangsstyring bidrar til å beskytte konfidensialitet, integritet og tilgjengelighet ved å sikre at kun autoriserte brukere kan aksessere eller endre dem. Tilgangsstyring blir også referert til som rettighetsstyring eller identitetsstyring.
Prioritering=Impact+Urgency
http://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Priority
Service operation
Service operation
(Workaround)
impact: hvor kritisk er det for business?
(eks antall brukere som blir berørt)
urgency: hvor mye haster det?
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