Tuesday, August 31, 2010

ITIL: H2I - Chapter the Fifth - Parlez vous francais?

The Hitchhiker’s Guide to ITIL – EXAM Preparation Guide

Each framework, methodology and standard comes with its own peculiar language, and so does the ITIL framework. If you want to speak ITIL, then you first need to learn the language, and please believe me when I say it's not as difficult as learning Japanese when your first language happens to be English (or Dutch like mine).

I also need to say that the "common language" that the ITIL framework provides is probably one of its strongest features and to a large extend this has contributed to its enormous ongoing success and popularity. ITIL is the IT department's Esperanto, and this Esperanto is actually spoken by millions!

You can use the ITIL language when communicating with your direct peers, other internal functions, partners and suppliers and who knows maybe even other alien civilizations (yeah, I would like that). I guess many struggle to see the difference between an incident and a problem, or a problem and a known error. A common reference (or glossary of terms) is exactly what many organizations need to start communicating effectively. Ik bedoel, als ik in Nederlands ga schrijven kunnen jullie mij niet meer volgen, hence I write this text in English - a language used to communicate globally. English is not my first language, nor is ITIL, but both work really well when communicating to a specific targeted audience - like you, my loyal readers and followers.

So, where was I? Ah, yes, ITIL language! For me the ITIL language consists mainly of the various definitions, terminology and acronyms, although I seem to have the nasty habit of also adding my personal mnemonics and phrases. Many organizations are now using mnemonics like PICSAR, VRAMS and SPASMS when talking ITIL, I think that's pretty cool considering I only created them to make it easier for the students to memorize ITIL "stuff" so they could pass the ITIL Foundation exam. Phrases like "ITIL is VITAL!", "Making it better together!", and "Making a difference!" also seem to stick with most students, as they have the potential to influence the current culture and mindset. Yes, communication and language have the potential and power to change the very nature of your culture and subsequent actions.

Anyway, getting back on track, here's a list of definitions, terminology and acronyms commonly used in ITIL-speak:
  • Alert

  • Availability

  • Business Case

  • Change types

  • Configuration Item (CI)

  • Configuration Management System

  • Contract

  • Definitive Media Library (DML)

  • Event

  • Impact, Urgency and Priority

  • Incident

  • Known Error

  • Known Error Data Base (KEDB)

  • Operational Level Agreement (OLA)

  • Problem

  • Release policy

  • Release Unit

  • Resources, Capabilities and Assets

  • Risk

  • Service Assets

  • Service Catalog

  • Service Change

  • Service Design Package

  • Service Knowledge Management System (SKMS)

  • Service Level Agreement (SLA)

  • Service Portfolio

  • Service Provider

  • Service Request

  • Seven R’s of Change Management

  • Supplier

  • The role of communication in Service Operation

  • The role of IT Governance across the Service Lifecycle

  • Utility and Warranty

  • Workaround

You'll need to study the various definitions, terminology and acronyms as shown above when preparing for the ITIL v3 Foundation exam. The easiest way to learn about them, is to follow the set of YouTubes I've specially created for this purpose, so I don't believe it's necessary to go into full detail here. What is important is to get a good feeling of which ITIL volume/s the item relates to, and as such I hope the following paragraphs will support you in achieving this.



Alert


Predominantly covered in the following ITIL volume/s: Service Operation


YouTube link: http://www.youtube.com/watch?v=yAQVJIKD2yQ&p=017C0B75EE2FA714&index=40


Availability


Predominantly covered in the following ITIL volume/s: Service Design


YouTube link: http://www.youtube.com/watch?v=NHCZG60A0JM&p=017C0B75EE2FA714&index=30


Business Case


Predominantly covered in the following ITIL volume/s: Service Strategy, CSI


YouTube link: http://www.youtube.com/watch?v=Y13BGSObkPU&p=017C0B75EE2FA714&index=22


Change types


Predominantly covered in the following ITIL volume/s: Service Transition


YouTube link: http://www.youtube.com/watch?v=_oFu-3dmzU8&p=017C0B75EE2FA714&index=36


Configuration Item (CI)


Predominantly covered in the following ITIL volume/s: Service Transition


YouTube link: http://www.youtube.com/watch?v=BCPpjCvUf7Y&p=017C0B75EE2FA714&index=32


Configuration Management System


Predominantly covered in the following ITIL volume/s: Service Transition


YouTube link: http://www.youtube.com/watch?v=0g0LvVTForo&p=017C0B75EE2FA714&index=33


Contract


Predominantly covered in the following ITIL volume/s: Service Design


YouTube link: http://www.youtube.com/watch?v=JXbrNT0iVk8&p=017C0B75EE2FA714&index=28


Definitive Media Library (DML)


Predominantly covered in the following ITIL volume/s: Service Transition


YouTube link: http://www.youtube.com/watch?v=8rMhBA2D4VU&p=017C0B75EE2FA714&index=34


Event


Predominantly covered in the following ITIL volume/s: Service Operation


YouTube link: http://www.youtube.com/watch?v=0kwm-SlOX1A&p=017C0B75EE2FA714&index=39


Impact, Urgency and Priority


Predominantly covered in the following ITIL volume/s: Service Operation


YouTube link: http://www.youtube.com/watch?v=NrVkNcS8xGs&p=017C0B75EE2FA714&index=42


Incident


Predominantly covered in the following ITIL volume/s: Service Operation


YouTube link: http://www.youtube.com/watch?v=KHSo3CDVeJM&p=017C0B75EE2FA714&index=41


Known Error


Predominantly covered in the following ITIL volume/s: Service Operation


YouTube link: http://www.youtube.com/watch?v=VBEOjTJSQ80&p=017C0B75EE2FA714&index=46


Known Error Data Base (KEDB)


Predominantly covered in the following ITIL volume/s: Service Operation


YouTube link: http://www.youtube.com/watch?v=k0OI3RvaKuc&p=017C0B75EE2FA714&index=47


Operational Level Agreement (OLA)


Predominantly covered in the following ITIL volume/s: Service Design


YouTube link: http://www.youtube.com/watch?v=-KTsV-Yut1M&p=017C0B75EE2FA714&index=27


Problem


Predominantly covered in the following ITIL volume/s: Service Operation


YouTube link: http://www.youtube.com/watch?v=Jfl7z3jqRNs&p=017C0B75EE2FA714&index=44


Release policy


Predominantly covered in the following ITIL volume/s: Service Transition


YouTube link: http://www.youtube.com/watch?v=hMngLrTFcis&p=017C0B75EE2FA714&index=50


Release Unit


Predominantly covered in the following ITIL volume/s: Service Transition


YouTube link: http://www.youtube.com/watch?v=Xc86HkhFCbg&p=017C0B75EE2FA714&index=37


Resources, Capabilities and Assets


Predominantly covered in the following ITIL volume/s: Service Strategy


YouTube link: http://www.youtube.com/watch?v=MOiP9FB4QPc&p=017C0B75EE2FA714&index=18


Risk


Predominantly covered in the following ITIL volume/s: Service Strategy, CSI


YouTube link: http://www.youtube.com/watch?v=QRoH9tKg3ZQ&p=017C0B75EE2FA714&index=23


Service Assets


Predominantly covered in the following ITIL volume/s: Service Strategy


YouTube link: http://www.youtube.com/watch?v=RppFmg6WP_E&p=017C0B75EE2FA714&index=49


Service Catalog


Predominantly covered in the following ITIL volume/s: Service Strategy, Service Design


YouTube link: http://www.youtube.com/watch?v=bfsHFPYU-QI&p=017C0B75EE2FA714&index=20


Service Change


Predominantly covered in the following ITIL volume/s: Service Transition


YouTube link: http://www.youtube.com/watch?v=P9Ytv72bC5o&p=017C0B75EE2FA714&index=35


Service Design Package


Predominantly covered in the following ITIL volume/s: Service Design


YouTube link: http://www.youtube.com/watch?v=C-zF6RURFgY&p=017C0B75EE2FA714&index=29


Service Knowledge Management System (SKMS)


Predominantly covered in the following ITIL volume/s: Service Transition


YouTube link: http://www.youtube.com/watch?v=dMATi0-iGRM&p=017C0B75EE2FA714&index=31


Service Level Agreement (SLA)


Predominantly covered in the following ITIL volume/s: Service Design


YouTube link: http://www.youtube.com/watch?v=mhy2VvIvBkQ&p=017C0B75EE2FA714&index=26


Service Portfolio


Predominantly covered in the following ITIL volume/s: Service Strategy, Service Design


YouTube link: http://www.youtube.com/watch?v=_xXuhbcBUfY&p=017C0B75EE2FA714&index=19


Service Provider


Predominantly covered in the following ITIL volume/s: Service Strategy


YouTube link: http://www.youtube.com/watch?v=CXRQ1kpxXn4&p=017C0B75EE2FA714&index=24


Service Request


Predominantly covered in the following ITIL volume/s: Service Operation


YouTube link: http://www.youtube.com/watch?v=_WBIun4sB74&p=017C0B75EE2FA714&index=43


Seven R’s of Change Management


Predominantly covered in the following ITIL volume/s: Service Transition


YouTube link: http://www.youtube.com/watch?v=Wqi3Vrlc8Rw&p=017C0B75EE2FA714&index=38


Supplier


Predominantly covered in the following ITIL volume/s: Service Design


YouTube link: http://www.youtube.com/watch?v=OwBfy5mIU7c&p=017C0B75EE2FA714&index=25


The role of communication in Service Operation


Predominantly covered in the following ITIL volume/s: Service Operation


YouTube link: http://www.youtube.com/watch?v=pN8AuF5iVNE&p=017C0B75EE2FA714&index=48


The role of IT Governance across the Service Lifecycle


Predominantly covered in the following ITIL volume/s: CSI


YouTube link: http://www.youtube.com/watch?v=pSvbkp2zW4w&p=017C0B75EE2FA714&index=21


Utility and Warranty


Predominantly covered in the following ITIL volume/s: Service Strategy


YouTube link: http://www.youtube.com/watch?v=HKlpHIA4nhQ&p=017C0B75EE2FA714&index=17


Workaround


Predominantly covered in the following ITIL volume/s: Service Operation


YouTube link: http://www.youtube.com/watch?v=oUCWD3Gqhh4&p=017C0B75EE2FA714&index=45



Live long and prosper

Nanoo... Nanoo...

IsleBeeBach

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