Problem Management is concerned with the identification and correction of flaws or errors in the environment which cause incidents. Problem Management helps reduce and prevent incidents.

Incident Management is concerned with the rapid restoration of services and with minimization of impact to the business. Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions.

Supplier Management is the process charged with obtaining value for money from third-party suppliers. Supplier Management plays a very similar role to that of Service Level Management, but with respect to external suppliers.

Service requests can be anything request by a user, inlcuding service, help, advice, guidance, a standard change, or even a continual service improvement suggestion.

Business outcomes and customer perception helps to define whether or not a service has value. It is all in the eye of your customers!

Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions. It monitors things such as technical components, environmental conditions, software, and security CIs to ensure performance.

Service Level Agreements (SLAs) are an agreement between the service provider and their customer which dictate the service and quality target levels required to be achieved.

A major incident has a high impact on the business or is affected a high priority customer.

“Restoring normal service operation as quickly as possible” falls under Incident Management, not Problem Management.

Continual Service Improvement is about the alignment and re-alignment of services, processes, functions, etc. with changing business needs. Concerned with the consistent application of quality management methods to the service.

Release and Deployment Management would focus more exclusively on deployment/release logistics and testing would become the domain of the new process.

Business Relationship Management is resposible for obtaining high levels of customer satisfaction and to ensure the business actually takes responsibility for making business decision and doesn’t let edcisions be made by the IT service provider.

The Deming Cycle is an improvement model originally created by W. Edwards Deming and used to great success in the Japanese auto industry. It consists of four simple steps (Plan, Do, Check, Act).

Capacity Management ensures cost-effective capacity exists at all times to meet or exceed agreed upon needs of the business per the SLAs. It is defined as the maximum throughput a service, system, or component can handle.

Processes are structured sets of activities designed to achieve a specific objective. The delvier results to a specific customer or stakeholder, transform inputs into outputs, are measurable, and are trigger by specific events.

Service Level Management is one of the processes within the Service Design phase, it shares many activities and objectives with Continual Service Improvement. In particular, both emphasize regular measurement and review of services.

ITIL is a public framework and does not contain proprietary information. This is one reason for its wide-spread adoption and success in the marketplace.

There is no need to include legalese in the Service Level Agreements. Also, all SLAs must be measurable, otherwise they are useless in the Service Operations phase.

Patterns of Business Activity (PBA) which represent the way that users in different user profiles access a service over the course of a given time period. This PBA generates a demand for services.

An Event is any change of state which has significance for the delivery of a service. Event Management mainly focuses on IT detecting and addressing issues at the infrastructure level and is most commonly a largely automated process.

Service strategy allows a service provider to determine what servcies is will offer to its customers to provide the most value to those customers.

The Availability Management process is concerned with management and achievement of agreed availability requirements as established in Service Level Agreements. In ITIL®, availability is defined as the ability of a system, service, or configuration item to perform its function when required.

Service Request Fulfillment is the process charged with assisting users in situations where no service degradation or interruption is involved. It provides a means for common user requests for non-incident support, new equipment, training, etc.

Service Management is a set of specialized capabilities for delivering value to customers in the form of services. These services require resources and capabilities to operate.

The data-information-knowledge-wisdom (DIKW) model is a common one in knowledge management. This model takes data, converts it to information, then creates knowledge, and hopefully helps leadership to find wisdom.

Design and development of the capabilities occurs initially in the Service Design phase, not in the Service Transition phase.

The Definitive Media Library (DML) is the responsibility of the Service Asset and Configruation Management (SACM) process.

Knowledge is information that has been processed and analyzed in a wide context. This include experiences, ideas, and insights of an individual.

The CSI Register exists to record all potential improvement opportunities, and every stakeholder should be encouraged to submit entries into it.

The Information Security Management (ISyM) process is concerned with the three tenants of information systems security: Confidentifality, Integrity, and Availability.

Events are classified as Informational (no action required), Warning (item is approaching a performance or capacity limitation), or Exception (item has exceeded a threshold).

Facilities Management is concerned with maintenance of the facilities which house IT operations, e.g. data centers, call centers, development facilities, etc.

Automation can be useful durng design and modeling, reporting, pattern recognition and analysis, and detection and monitoring.

How do we maintain momentum? Is the 6th step in the CSI process, and then the cycle repeats.

Priority is based on the impact and urgency of the incident. They are determined and factored together to determine its relative priority among other incidents.

External customers are those who purchase services from a service provider and are not part of that service provider’s organization. They usually have a contract for service, which should inlcude their specific rights and usage allotments.

Roles are defined as collections of specific responsibilities and privileges. These can be held by a person or a group or people.

RACI model is a generic tool for reviewing and assigning four key roles to any important task or activity. The RACI model holds particular value for ensuring that roles are appropriately filled or covered within processes.

Supplier Management is the process charged with obtaining value for money from third-party suppliers. Supplier Management plays a very similar role to that of Service Level Management, but with external suppliers rather than internal suppliers.

If a change is unsuccessful, then a branch plan must be executed. This could involve remediation planning (how to work around the issues until a new solution can be created), or a redesign of the service.

Service Request Fulfillment is the process charged with assisting users in situations where no service degradation or interruption is involved and it provides a means of addressing user requests for non-incident support, new equipment, training, etc.

SLAM charts provide an attractice, visual representation of achievement against targets of an SLA. Also know as stoplight charts, or Red-Yellow-Green charts.

Change Management is concerned with recording, evaluating, approving, testing, and reviewing changes to services, systems, and other Configuration Items. All changes involve risk.

Problem Management is concerned with the identification and correction of flaws or errors in the environment which cause incidents. Restoring service to a user is part of incident management, not problem management.

Events are listed as three basic types: information (no action required), warning (approaching a threshold), or exception (exceeded a threshold).

Our vision describes where we want to be in the future.

The configuration management system (CMS) can be used to determine what other services, systems, or components are affected by a given component, and aids in determining the level of impact of a problem.

IT Operations Management is concerned with the day-to-day maintenance of the IT infrastructure and the facilities which house it. It is divided into two sub-functions: IT Operations Control and Facilities Management.

The Service Design Package is a comprehensive and high-quality package of documents that is passed from Service Design to Service Transition during the change in lifecycle phase.