ICT SERVICE MANAGEMENT
Lecture 5 — Comprehensive Exam Summary
Chapter 16: Operations Management
Resource tracking · Change handling · Event, incident & problem handling
Overview
• Resource tracking — keep accurate live inventory
• Change handling — manage all modifications to IT systems
• Event / Incident / Problem handling — react to operational deviations
Part 1 — Resource Tracking
Resource items
Slide: Operational IT resource items (HW, SW, tokens, docs, procedures)
• Hardware, Software, Access tokens, Documentation/Training, Procedures/Policies
Lecture 5 — ICT Service Management — Page 1
, Interrelations → configurations
Slide: Interrelations (consist-of, installed-on, connected-to, associated-with)
• CONSIST-OF — PC = unit + display + keyboard + mouse
• INSTALLED-ON — OS on server hardware
• CONNECTED-TO — server to network switch
• ASSOCIATED-WITH — manual to application server
Resource-item database (CMDB)
Slide: Resource item DB record fields
Term Definition
Identification info Serial #, type, brand, model, version, supplier
Lifecycle info Purchase value, residual, status, warranty, dates, prior interventions
Allocation info Location, link to user(s), installed location
Lecture 5 — ICT Service Management — Page 2
Lecture 5 — Comprehensive Exam Summary
Chapter 16: Operations Management
Resource tracking · Change handling · Event, incident & problem handling
Overview
• Resource tracking — keep accurate live inventory
• Change handling — manage all modifications to IT systems
• Event / Incident / Problem handling — react to operational deviations
Part 1 — Resource Tracking
Resource items
Slide: Operational IT resource items (HW, SW, tokens, docs, procedures)
• Hardware, Software, Access tokens, Documentation/Training, Procedures/Policies
Lecture 5 — ICT Service Management — Page 1
, Interrelations → configurations
Slide: Interrelations (consist-of, installed-on, connected-to, associated-with)
• CONSIST-OF — PC = unit + display + keyboard + mouse
• INSTALLED-ON — OS on server hardware
• CONNECTED-TO — server to network switch
• ASSOCIATED-WITH — manual to application server
Resource-item database (CMDB)
Slide: Resource item DB record fields
Term Definition
Identification info Serial #, type, brand, model, version, supplier
Lifecycle info Purchase value, residual, status, warranty, dates, prior interventions
Allocation info Location, link to user(s), installed location
Lecture 5 — ICT Service Management — Page 2
