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2. Configuration Management
Configuration Item (CI) Variant: A Configuration Item (CI) that has the same
basic functionality as another Configuration Item (CI) but is different in some
small way (ex: has more memory)
3. Service Desk
The Service Desk concentrates on incident lifecycle management and performs the
following primary functions:
• Customer Interface
• Business Support
• Incident Control
• Management Information
Tip: Remember that the Service Desk is not a process, but is an IT function.
The Service Desk is the primary point of contact for all internal and/or external
customers and handles:
• Calls
• Questions
• Requests
• Complaints
• Remarks
Tip: for incidents (an unexpected disruption to agreed service), the Service Desk
sets a priority based on business impact and urgency. Correctly assessing priorities
enables optimal deployment of resources in the best interest of the customer.
4. Incident Management
Incident: Any event which is not part of the standard operation of a service and
which causes or may cause an interruption to or a reduction in the quality of that
service.
Known Error: A condition that exists after successfully diagnosing the root cause of
a problem; one or more specific Configuration Items (CIs) are determined to be at
fault.
5. Problem Management
Tip: The primary difference from the Incident Management process is Problem
Management’s proactive approach towards eliminating inefficiencies from the IT
environment.
Known Error: An Incident or Problem for which the root cause is known and a
temporary workaround or permanent alternative has been identified.
6. Change Management
Tip: Only approved changes should be performed in order to reduce overall risk
to the IT environment.
Category 1
• Little impact on current services
• Change Manager may authorizes Requests for Change (RfC)
Category 2
• Clear impact on services
• RfC must be reviewed by the Change Advisory Board (CAB)
• Change Manager requests advice prior to authorization and planning
Category 3
• Significant impact on the service to the business
• Considerable resources required for change
• RfC is reviewed and approved by the Change Advisory Board (CAB)
Request for Change (RfC): Formal request and recording of details surrounding the
intended change to the IT environment, impacting one or more Configuration Items
(CIs).
Forward Schedule of Changes (FSC): Schedule that contains details of and timing
for all approved changes scheduled for implementation.
7. Release Management
The primary goal of Release Management is safeguard all hardware, software and
related items within the IT environment by ensuring the deployment of authorized
and tested versions of hardware and software.
Tip: Releases are performed in conjunction with and under the control of the
Change Management process.
The primary activities within the Release Management process should include:
• Software Control & Distribution (Operational Release)
• Change Management (Release Control)
• Configuration Management (Release Control & Administration)
8. Availability Management
The primary goal of Availability Management is to predict, plan for and manage the
availability of services by ensuring that:
• All services are underpinned by sufficient, reliable and properly maintained
Configuration Items (CIs)
• Appropriate contractual agreements with third party suppliers are in place (if
applicable)
• Changes are proposed to proactively prevent future loss of service availability
Mean Time Between Failures (MTBF): Uptime; time period that elapses between
restoration of an incident and a new recurrence of the same incident.
Mean Time Between System Incidents (MTBSI): Time period that elapses
between two incidents.
Risk Analysis
• Determining the value of assets
• Determining threats
• Determining vulnerabilities
Risk Management
• Outlining countermeasures
• Planning for potential disasters
• Managing a disaster
Testing and reviewing the ITSCM plan should include the following activities:
• Initial Review (immediate / initial sign-off)
• Continuous Review (e.g. every 6 to 12 months)
• Post-Implementation (e.g. after an actual recovery has occurred)
• Documentation Reviews (and continuous updates)
• Adherence to all Change Management requirements
Capacity Data Base (CDB): Contains all measurements and associated metrics
used to create a Capacity Management Plan; populated with Performance
Management data used for decision support related to:
• Customer capacity requirements / demands
• Workload management
• Performance management
• Capacity planning
• Defining capacity thresholds
• Monitoring capacity
Transfer Costs: Costs incurred by IT, acting as an agent for the customer, but
not allocated against the IT budget.
Soft Charging: Used by Support and Cost centers to facilitate service provision
without actual exchange of currency.
Tip: Profit centers focus on the value of the IT service to the customer