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What is ITIL Foundation - Green Badge?

Discussion in 'Other IT certifications' started by Mr.Cheeks, May 23, 2007.

  1. Mr.Cheeks

    Mr.Cheeks 1st ever Gold Member! Gold Member

    Couple of notes i have created which may make you feel drowsy, which may also make you fall asleep, or even beneficial!

    ITIL - IT Infrastructure Library


    Configuration Management
    Service Desk*
    Incident Management
    Problem Management
    Change Management
    Release Management
    Service Level Management
    Financial Management
    Availability Management
    Capacity Management
    IT Service Continuity Management

    Service Desk is not a Process, it is a Function

    Configuration Management

    Configuration is anything you want to record, and are broken down into several components, known as Configuration Items (C.I.) Items that are grouped together are known as Assembly Items.
    The lowest level of detail is known as CI Level or Base Level. This is determined by the organisation implemented ITSM.

    Two CI's that have a slight difference is known as a Variant e.g. Standard stock laptops are DELL x500, however, the other difference is one has a CD-ROM and the second has a DVD-ROM.

    Configuration Management supports all of the other Processes.

    Attributes within Configuration is information we hold about the item, whether it’s the Serial Number, Make and Model Number. Each CI should have at least 3 attributes, which are Unique Identifier (MAC address), CI Type (Networking) and Status (faulty).

    Relationship is the link between CI's, for e.g. PC contains HDD, Accounting Dept uses SAGE.

    CMDB (Configuration Management DataBase) holds all the items of CI, relationships and what status they item is currently in, e.g. PC02BF4V is currently in workshop being re-imaged, PC94NFN4S belongs to Mr. Jennings. This DB needs to be accurate at all times, and must be flexible as all processes rely on the information held on it.

    Elements of Configuration Management = Identification > Control > Status Accounting (reporting) > Verification and Audit

    Service Desk

    Simply to provide a Simple Point of Contact for the customer/end-user.

    There are 3 types of Service Desks.
    Local - Designation within the Office
    Central - Support multiple locations within one contact number
    Virtual - (These are for Global SDs) any where within the world, one single point of contact and has peak hours according to time of day.

    The Service Desk takes total ownership of an incident, from logging the incident, to confirming closure. Even if another Resolver Group resolves the incident, the Service Desk should be the only "people" that can close the incident, but only if confirmation of closure is confirmed by the end-user.

    OMTC - Ownership, Monitoring, Tracking and Communication

    Incident Management

    An incident is any event that can cause, or cause interruption or reduction of service.

    The processes are identified in their lifecycles, which are;
    Detection > Recording > Diagnosis > Resolution > Recovery > Review and Closure

    Each incident is classified when the call is *logged* as to which type of incident it is, e.g. hardware, software, network issue. When closing an incident, the classification should be changed to the appropriate category if it is different to what was classified when first logged, e.g. Hardware > Printer turns out to be a driver issues Software > Printer

    As well as having classifications for incidents, there are two other factors that need to be taken in account, which are Impact and Urgency.
    Impact > How many users does this affect? 50 users or 5000 users?
    Urgency > How quickly does this needs to be resolved? Within 2 days or 2 hours?

    Escalation routes are when 1st Line cannot resolve the incident and need to be transferred to a Resolver Group.

    Functional Escalation > Resolver Groups like T2, 3rd Party
    Hierarchical Escalation > Line Manager. Problem Management

    Incident and Problem Management are closely linked

    Incident Management not only deals with Incidents itself, they also deal with queries, complaints and any type of requests.

    Remember, an incident never becomes a problem, but can generate a problem record.

    Problem Management

    To determine and resolve underlying causes of 1 or more incidents - to minimise effect on business of incidents and to proactively prevent re-occurrence of incidents.

    Problem = unknown underlying issue which cases incidents
    Known Error* = problem where the underlying issue is known and a temporary/permanent fix has been identified

    *An Known Error can only become a Known Error when both conditions are met.

    Reactive Problem Management > Controlling Problems > Controlling Error
    Proactive Problem Management > working with Trend Analysis to "predict" problems that may occur e.g. potential faults, fragile components

    Once a problem has been identified, then error control will take "control of the problem".

    When a Major issue is recorded, a Problem Record is automatically generated.

    Problem Management will improve IT Quality as it will fix problems for Good, and workarounds are *normally* temporary.

    Change Management

    CAB - Change Advisory Board
    EC - Emergency Committee
    FSC - Forward Schedule of Change
    PSA - Projected Service Availability

    Change Manager is responsible for day to day activities of change management. Also is the ONLY person who is always attend to each and every CAB meeting and EC meeting, as each meeting will vary due to the nature of the meeting that is held.

    CAB is made up from representatives from IT and the customer.

    EC is set up to consider urgent/emergency changes within the infrastructure. These meetings can be held face to face (preferred), or via other means of communication.

    It is vital that any change that has been made is updated within the CMDB.

    3 types of Change;
    Standard - Changes that have been made on numerous occasions, and resolve the incident. A pre-approved path will have already been defined
    Urgent - Business Critical changes, which needs implementing "urgently" to avoid major downtime on services. This change may not have been tested prior to Release
    Normal - Which is not in any of the above categories?

    Release Management

    Have to take a "bird-eyes" view of any releases implemented, which included non-technical and technical.

    Definitive Software Library is a library which holds all software that has been thoroughly tested, authorised, virus-free, and quality controlled. Release and Change Management are responsible for the contents of the Library

    Delta Release
    Full Release
    Package Release

    Release managed controls Definitive Software Library (where all authorised up-to-date and previous versions of software are kept) and Definite Hardware Store (storage of hardware which can be used for replacement parts or testing). These items are recorded within the CMDB.

    Release Management Activities are in 3 categories, which are;

    Development Environment
    Controlled Test Environment
    Live Environment

    Remember every release requires a back-out plan

    Service Level Management
    Working with customers to define the Level of IT service/support required. Agreed with Customer, SLM and IT.

    KPI - Key Performance Indicator - measurements used to monitor effectiveness of Service
    SLR - Service Level Requirement - requirement of service requires by customer prior to agreement
    UC - Underpinning Contract - legal contract between yourself and 3rd party organisation
    OLA - Operational Level Agreement - technical contract between yourself and internal support team

    All agreements must be clear, concise. A glossary of terms must be published with agreement.

    Financial Management

    Budgeting - Mandatory
    IT Accounting - Mandatory
    Charging - Optional

    Expenditure Types:
    Capital / Operational

    Direct / Indirect
    Indirect Costs are broken down to Absorbed and Unabsorbed costs.

    Fixed / Variable

    2 cost type: Fixed (Line Rental) and Variable (Telephone Bill)

    Cost Models: SW / HW / Accommodation / People / Internal / External / Transfers

    Financial Management are closely linked with SLR

    Availability Management

    Ensure business requirements are understood, implemented and satisfied.

    5 Different types of Measures (Metrics)
    Availability = Agreed Service Hours minus Downtime divide by Agreed Service Hours multiply by 100 is equal to the percentage of Availability.
    Reliability = MTBF - Mean Time Between Failures, MTBSI (Uptime) - Mean Time Between System Incidents
    Maintainability = How long it takes to restore infrastructure to "normal" service - MTTR - Mean Time To Repair (Downtime)
    Serviceability = Contract made with 3rd Party Groups
    Security = CIA - Confidentiality Integrity Availability

    Different types of Techniques

    Risk Analysis
    CRAMM - CCTA Risk Analysis Management Methodology
    CFIA - Component Failure Impact Analysis
    FTA - Fault Tree Analysis
    TOP - Technical Observation Post
    SOA - Systems Outage Analysis

    Availability contributes to the Service Improvement Plan. The Availability Plan includes Past, Present and Future plans which are produced in the Budgeting Cycle.

    Capacity Management

    Understand future business requirements and monitor performance targets. It is a balancing act between under or over capacity.

    Different Types of Modeling;
    Trend Analysis - Done by graphs, spreadsheets
    Analytic Modeling - Done by Mathematical query theories
    Simulation Modeling - Done by testing under a LIVE environment
    Baseline Modeling - Done by creating a baseline "snapshot" of the infrastructure at a certain point of time

    3 sub-processes involved;
    Service Capacity Management
    Business Capacity Management
    Resource Capacity Management.

    CDB Capacity DataBase is linked within the CMD which helps produce a Capacity Plan.

    IT Service Continuity Management

    To ensure that the Business is continuing running and services recovered within required and agreed SLA's.

    4 Stages of LifeCycle
    Initiation - Dealt with by Senior Management
    Requirements and Strategy - What needs to be done and how
    Implementation - Implementing the above - needs to be testing after every major Change and at least Annually
    Operational Management - Audit, QA, Training, Education, Review

    3 Different Types of Recovery Options

    Gradual Recovery (Cold Standby) recovery could take up to 72 hours
    Intermediate Recovery (Warm Standby) recovery could take up to 24 - 72 hours
    Immediate Recovery (Warm Standby) - recovery should be instant/immediate.

    IT Service Management
    Wiki ITIL
  2. Sparky
    Highly Decorated Member Award

    Sparky Zettabyte Poster Moderator

    FFS = Full File Server :biggrin

    Only kidding mate, how are you getting on with your ITIL studies so far?
    Certifications: MSc MCSE MCSA:M MCSA:S MCITP:EA MCTS(x5) Security+ Network+ A+
    WIP: Exchange 2007\2010
  3. Sandy

    Sandy Ex-Member

    Check the last line of your posting - there is an error.
  4. hkymre

    hkymre Nibble Poster

    Took & passed my ITIL Green badge this morning.

    did the course online, provided by work, and the similarity between my notes and those from Mr Cheeks is amazing.

    Main differences are I've got the 7 types of charging listed & more detail regarding service level management and more on security.
    Certifications: ECDL, ITIL Green Badge
    WIP: A+, Advanced ECDL
  5. drum_dude

    drum_dude Gigabyte Poster

    I learnt how to yawn without being noticed whilst on my sh-ITIL course...this comes in handy during management meetings!
    Certifications: MCSA , N+, A+ ,ITIL V2, MCTS
    WIP: MCITP 2008 Ent Admin, Server Admin, Exchange 2010, Lync 2010, CCNA & VCP5
  6. drum_dude

    drum_dude Gigabyte Poster

    Oh and well done for passing...

    ITIL never work...that's what we keep saying!
    Certifications: MCSA , N+, A+ ,ITIL V2, MCTS
    WIP: MCITP 2008 Ent Admin, Server Admin, Exchange 2010, Lync 2010, CCNA & VCP5
  7. GiddyG

    GiddyG Terabyte Poster Gold Member

    Very interesting reading. I currently work in the live service arena, taking apps that have one through the full design, test, package phases into live.

    I have been asked to go on the ITIL Foundation course sometime in the next couple of months, and was wondering what sort of pre-study you have to undertake or existing knowledge you need to have.
  8. Handyman

    Handyman Bit Poster


    Normally there is no pre-study required for the ITIL Foundation. We are going to be introducing pre-reading on our courses as the amount of information to be covered on the new V3 foundations is greater than the older V2 qualification.

    As for experience you would be expected to have a basic understanding of most areas of IT (mainframes, servers , networks). You don't need to know how everything works but you should be aware what things are.
    Certifications: ITIL Foundation, BTEC Nat Computing
  9. g.vangemerden

    g.vangemerden Bit Poster

    Thanks for the notes, those might come handy one time ...

    Certifications: See signature..
  10. TheBull

    TheBull New Member

    I have completed this foundation exam a week back.. This is an easy paper.
    The next two practitioners and expert would be hard nuts to crack...
    Certifications: ITIL Foundation, Server +, A+
    WIP: Weblogic 8.1
  11. MajorGeek

    MajorGeek Guest

    Did mine with Exin, Foundation was pretty straightforward, 40 multi guess questions. There were a few practice papers available to get yourself in the right frame of mind.

    As for Practitioner this was a bit different as the questions were very poorly written. Hopefully this will improve with Version 3.

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