itil-key approach to arouse your business
DESCRIPTION
Basic Introduction on ITIL with brief discussion on Incident Management Parameters and RACI Model.TRANSCRIPT
ITIL® - Key Concepts
What is ITIL ? Framework of Best Practices Founded by OGC (Office of Government Commerce), UK
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Service Level Management
FinancialManagementAvailability
Management
IT Service Continuity Management
Capacity Management
ServiceDelivery
Service Desk
Change Management
ReleaseManagementIncident
Management
Configuration Management
Problem Management
ServiceSupport
Incident Management
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Incident ?
Any event which is not part of standard operation and may cause and interruption/reduction in quality of service.
Incident Management - Parameters
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RACI Model
Responsibility - Person responsible for executing the task. Should be atleast 1.
Accountability - Person accountable for the task. Should be atleast and utmost 1.
Consulted - Person consulted for advice or know-how.
Informed - Person informed about the whereabouts and updated on status.
This is a tool for assigning four key roles to any important task or activity.
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Example for RACI Model
TasksDeveloper TeamLea
dFunction
al
Manager
Gathering business requirements from Customer
I R/A C
Development and requirement validations
R A C I
Testing and documentation R R/A C IProject planning and management
I R R A
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