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ITIL v3• ITIL v3 was released on May 30, 2007• The core principles are the same as v2• Five core books (11.4 pounds!) arranged as
a lifecycle– Service Strategy
• Value nets, adaptive strategies, managing uncertainty, strategy selection
– Service Design• Policies, architecture, models, outsourcing
– Service Transition• Transition Planning and Support• Change Management• Service Asset and Configuration Management• Release and Deployment Management• Service Validation and Testing• Evaluation• Knowledge Management
– Service Operation• Incident and Problem Management, alerting,
new functions– Continuous Service Improvement
• Business cases, Portfolio Alignment, Metric selection
• “Manages assets in order to support other Service Management processes.”
• Service Asset = Capabilities + Resources (i.e. assets)– Asset types include management, organization, processes, knowledge,
applications, infrastructure, etc.
• Configuration Management delivers a logical view of the world– Relationships between configuration items (CIs)– Details about each CI
• Concerned with the management of service assets and the relationship of configuration items (CIs) in them– Tracking and report on assets– Manage and protect the integrity of service assets and CIs
• Ensure that only authorized components are used• Only authorized changes are made
• Provides information to other processes and functions– Change, Release and Deployment, Incident, Problem, etc.– SACM is an enabler for these processes– Accurate data is critical
• Data stored in Configuration Management System (CMS)– We used to discuss the configuration management database
• Evolved from looking for signatures at the firewall, IDS, and security event management– Weakness - Signatures only turn up known problems
• NBA tools monitor network activity and look for abnormal activity based on baselines and heuristics
• Monitor things such as– Communications between network nodes– Who the actual users are– Frequency of communication– What are servers and what are clients– What protocols and ports are being used– Network Traffic levels– Behaviors based on day and time of day
• Combines data collection, analytics and meaningful presentation– Need to find the needle in the haystack
Service Transition – Release & Deployment Management
• Need to ensure that there is proper requirements definition, testing and deployment of releases into production
• Can review historical activity to improve rollout planning
• Can confirm production releases match tested releases– Can profile and fingerprint releases– Could highlight tampering or errors with the deployment into
• Review NBA and SACM data to determine potential service improvement opportunities
• We can use NBA to understand and improve the user experience of IT services
• Capacity planning for services and component CIs including networks, servers and other devices– Usage patterns and potential demand management– Server consolidation
• SACM gives us a logical view of the world with relationships– Integrity of its data is vital
• NBA is a control that can help us– Understand behavior in production and testing– Better plan projects – Consolidation, DR/BCP, etc.– Confirm relationships between CIs– Detect configuration errors– Detect unauthorized changes– Drive down MTTR by better understanding what changed
• Overall, we can use NBA to help ensure that we have accurate data to share with other process areas