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Category: Process

Supplier Management

Parent Process Reference Framework:  ITIL

Parent Lifecycle:  Service Design

Supplier Management

The supplier management process ensures that suppliers and the services they provide are managed to support IT service targets and business expectations.  

It is essential that supplier management processes and planning are involved in all stages of the service lifecycle. 

The main objectives of the supplier management process are to: 

  • Obtain value for money from suppliers and contracts 
  • Ensure that contracts with suppliers are aligned to business needs 
  • Manage relationship with suppliers 
  • Manage supplier performance 
  • Negotiate and agree contracts with suppliers and manage them though their lifecycle 
  • Maintain a supplier policy and supporting supplier and contract management information system (SCIMS) 

Skills

https://www.sfia-online.org/en/framework/sfia-7/en/framework/sfia-7/skills/client-interface/relationship-management/new-supplier-management

Certification and Training

ITIL Training and Certification

Information Security Management

Parent Process Reference Framework:  ITIL

Parent Lifecycle:  Service Design

Information Security Management

The purpose of the information security management process is to align IT security with business security and ensure that the confidentiality, integrity and availability of the organisation’s assets, information, data and IT services always matches the agreed needs of the business. 

The objectives of Information Security Management are to ensure that:  

  •  Information is observed by or disclosed to only those who have a right to know (confidentiality) 
  •  Information is complete, accurate, and protected against unauthorized modification (integrity) 
  • Information is available and usable when required, and the systems that provide it can appropriately resist attacks and recover from or prevent failures (availability) 
  •  Business transactions, as well as information exchanges between enterprises or with partners, can be trusted (authenticity and non-repudiation 

Skills

SFIA Information Security skill:

https://www.sfia-online.org/en/framework/sfia-7/en/framework/sfia-7/skills/strategy-architecture/information-strategy/information-security

Certification and Training 

Information Security is a specialised area with different specialisations. 

https://en.wikipedia.org/wiki/List_of_computer_security_certifications

IT Service Continuity Management

Parent Process Reference Framework:  ITIL

Parent Lifecycle:  Service Design

IT Service Continuity Management

The purpose of the IT service continuity management process is to support the overall Business Continuity Management (BCM) process by ensuring that the IT service provider can always provide minimum agreed business continuity related service levels. To achieve this outcome, business and IT identify and manage the risks. 

The objectives of ITSCM are to: 

  • Produce and maintain a set of IT service continuity plans that support the overall business continuity plans 
  • Ensure that the continuity plans are maintained in line with the changing business impacts and requirements 
  • Conduct regular risk assessment and management exercises 
  • Provide guidance to other areas of business regarding IT service continuity 
  • Ensure that appropriate continuity mechanisms are put in place 
  • Ensure the IT changes are assessed on their impact of service continuity 
  • Negotiate and agree contracts with suppliers for the provision of the necessary recovery capacity 

Skills

SFIA Continuity Management addresses the skills requirement for IT Service Continuity Management.

https://www.sfia-online.org/en/framework/sfia-7/skills/strategy-architecture/technical-strategy-and-planning/continuity-management

Training

ITIL Training and Certification

Capacity Management

Parent Process Reference Framework:  ITIL

Parent Lifecycle:  Service Design

Capacity Management

The purpose of Capacity Management process is to ensure that the capacity of IT services and IT infrastructure meet the agreed capacity and performance related requirements. Capacity management should consider both current and future needs of the business and address the capacity needs in a cost effective and timely manner. 

The objectives of capacity management are to: 

  • Produce and maintain an appropriate and up-to-date capacity plan, which reflects the current and future needs of the business 
  • Provide advice and guidance to other areas of the business on capacity and performance related issues 
  • Ensure that service performance achievements meet targets 
  • Assist with the diagnosis and resolution of performance and capacity related incident and problems 
  • Assess the impact of all changes on the capacity plan 
  • Ensure that proactive measures to improve the performance of services are implemented in a cost-effective manner 

Skills

SFIA Capacity Management addresses the skills required.

https://www.sfia-online.org/en/framework/sfia-7/skills/service-management/service-operation/capacity-management

Training

ITIL Training and Certification

Availability Management 

Parent Process Reference Framework:  ITIL

Parent Lifecycle:  Service Design

Availability Management

The purpose of the availability management process is to ensure that the level of availability delivered in all IT services meets the agreed availability needs and service level targets. Availability management is concerned with meeting both the current and future availability needs of the business. 

The objectives of availability management are to: 

  • Produce and maintain an appropriate and up-to-date availability plan that reflects the current and future needs of the business 
  • Provide advice and guidance to all other areas of the business and IT on all availability related issues 
  • Ensure that service availability achievements meet all their agreed targets by managing services and resources related availability performance 
  • Assist with the diagnosis and resolution of all availability related incidents and problems 
  • Assess the impact of all changes on the availability plan and the availability of all services and resources 
  • Ensure that proactive measures to improve the availability of services implemented 

Skills

SFIA skill  Availability Management addresses the skills required.

https://www.sfia-online.org/en/framework/sfia-7/skills/service-management/service-design/availability-management

Training

ITIL Training and Certification

Service Level Management

Parent Process Reference Framework:  ITIL

Parent Lifecycle:  Service Design

Service Level Management (SLM)

The goal of ITIL Service Level Management is to ensure that agreed levels of current IT services are provided, and future services can be delivered within agreed targets. The objectives of Service Level Management are to: 

  • Define, document, agree, monitor, measure, report and review the level of IT services provided 
  • Investigate corrective actions when necessary 
  • maintain good relationships with both business and customers 
  • Ensure that specific and measurable targets are developed for all IT services 
  • Ensure clear and unambiguous expectations of the delivered service levels 
  • Implement proactive measures for service level improvement whenever costs can be justified. 

Skills

SFIA skill Service Level Management addresses the skills for SLM. SFIA considers the skill as a senior leadership skill (level 7).

https://www.sfia-online.org/en/framework/sfia-7/skills/service-management/service-design/service-level-management

Training

ITIL Training and Certification

Access Management

Parent Process Reference Framework:  ITIL

Life Cycle:  Service Operation

Access Management

Access is the term that describes the level and extent of the service functionality granted to a user based on the user identity. Here, User Identity refers to the attributes that uniquely distinguishes one individual from another and also verify their status within the organisation.

The primary objective of ITIL Access Management Process is to grant authorized users the right to use a service while preventing access to non-authorized users. 

Some other important objectives of this user access management process are as follows: 

  • Manage access to services based on policies and actions defined in Information Security Management. 
  • Processing any request for granting access to services, changing access rights, restricting access, and ensuring that the rights being provided or changed are properly granted. 
  • Grant access to services, data or functions, only if they are authorized to get that access. 
  • Manage access to services, prevent improper use of access rights, and remove access when people change roles or jobs. 
  • Help to protect the confidentiality, integrity, and availability of the organization’s services, assets, facilities, and information. 

Skills

SFIA ‘s skill Security Administration is related to Access Management.

https://www.sfia-online.org/en/framework/sfia-7/skills/service-management/service-operation/security-administration

Training

ITIL Foundations training

Problem Management

Parent Process Reference Framework:  ITIL

Life Cycle:  Service Operation

Problem Management

In ITIL terminology, “problem” refers to one or more related incidents for which root cause is yet to be identified.  

The primary objective of ITIL Problem Management Process is to prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented. 

Some other important objectives of this process are as follows: 

  • Find the root cause of any problem. 
  • Resolve all problems as fast as possible (at least according to agreed service levels) and monitor the effectiveness of the implemented solution. 
  • Proactively prevent the reoccurrence of incidents based upon underlying problems, taking into account data of Incident Management and problem suspicions. 
  • Maintain information about problems and the appropriate workarounds and resolutions. 
  • Establishing a channel for users to request and receive standard services. 
  • Helping users and customers to know about the availability of services and the procedure for obtaining them. 
  • Maintain user and customer satisfaction through efficient and professional handling of all service requests. 
  • Assist Users and customers with general information, complaints or comments. 

Skills

SFIA  includes a specific skill Problem Management.

https://www.sfia-online.org/en/framework/sfia-7/skills/service-management/service-operation/problem-management

Training

ITIL Foundations training

Kepner-Tregoe – Problem Solving and Decision Making

https://www.kepner-tregoe.com/training-workshops/our-workshops/

Request Fulfilment

Parent Process Reference Framework:  ITIL

Life Cycle:  Service Operation

Request Fulfilment

A request from a user can be to get information, advice, a standard change, or access to a service. 

  • Establishing a channel for users to request and receive standard services. 
  • Helping users and customers to know about the availability of services and the procedure for obtaining them. 
  • Maintain user and customer satisfaction through efficient and professional handling of all service requests. 
  • Assist Users and customers with general information, complaints or comments. 

Skills

SFIA combines both Request Fulfilment and incident management as a single skill – Incident Management.

https://www.sfia-online.org/en/framework/sfia-7/skills/service-management/service-operation/service-desk-and-incident-management

Training

ITIL Foundations training

Incident Management

Parent Process Reference Framework:  ITIL

Life Cycle:  Service Operation

Incident Management

Incident is any unplanned disruption in IT service or any degradation in the quality of IT service or failure of any CI (even if it hasn’t affected the service yet) utilised to provide IT service.

The primary objective of ITIL Incident Management Process is to restore the IT service to its normal state as quickly as possible. It is used to manage the lifecycle of all Incidents (unplanned interruptions or reductions in quality of IT services or failure of components). 

Some other objectives of ITIL Incident Management are as follows: 

  • Ensure that standardized methods and procedures are used for effective and prompt response, analysis, documentation, efficient management and reporting of incidents. 
  • Increase visibility and communication of incidents to business and IT support staff. 
  • Align incident management activities and priorities with the business strategy. 
  • Maintain user satisfaction by maintaining the quality of IT services. 

Skills

SFIA defines Incident Management as a skill:

https://www.sfia-online.org/en/framework/sfia-7/skills/service-management/service-operation/service-desk-and-incident-management

Training

ITIL Foundations training

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