ITIL4 考证

ITIL 4两天培训+考试，从时间上来讲，是性价比相当高的了。ITIL的目标群体，是IT运维及服务人员，往高了说是IT经理。但整套理念，是从事企业信息化的人员都需有所了解。特别是目前产品为王，强调体验，如何让服务体现价值，甚至产生价值，是一件怎么重视都不为过的理念。

ITIL 4相比v3，据培训老师及一起上课的学员（基本都是搞ITSM的，基于v3）介绍，改动相当大。v3 服务设计SD讲一天，其实是SO、ST。而到了ITIL 4，第一天介绍服务价值体系SVS，全是理念，不涉及任何实践。第二天才介绍通用实践及服务实践。对于培训机构来说，会产生一定困扰，因为理念的讲解往往过于抽象，并且看似与IT服务无直接关联关系。说白了会让学员感觉，在听老师瞎掰呼。ITIL如此升级的原因，个人认为有两点，一是价值的提升，从实践执行到强调体系理念，从support到lead，毕竟ITIL是针对管理者的证书；二是变轻了，增强了通用型与实施性。不过再怎么轻，ITIL还是传统企业的证书，强调流程。

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服务价值体系 Service value system

1. opportunity/demand -> value (defined by customers)

   1. opportunity, options and possibilities to add value for stakeholders or improve organization

   2. demand, represent the need or desire for products and services

2. service value chain

   1. demand <--> value

   2. plan <--> improvement

   3. engage <-->products and services

   4. design and transition, obtain and build, deliver and support

3. guiding priciples

   1. focus on value. service customer is who pay. demands don't equal to willing payment

   2. start where you are. the role of measurement, baseline

   3. progress interatively with feedback. organizing work into smaller and manageable sections

   4. collaborate and promote visilibility. increasing urgency through visilibity

   5. think and work holistically

   6. keep it simple and practical. if process, action or metric provides no value or produces no usefel outcomes, then eliminate it

   7. optimiza and automate

4. governance (IT治理委员会)

   1. evaluate, direct, monitor

5. practices

6. continual improvement

   1. what is the vision? business vision, mission, goals, objectives

   2. where are we now? baseline assessment

   3. where do we want to be? define measureable targets

   4. how do we get there? improvement plan

   5. take action.

   6. did we get there? evaluate metrics and KPIs

   7. how do we keep momentum going?

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四个维度 Four dimensions

1. organizations and people

2. information and technology

3. partners and suppliers

4. value streams and processes

5. PESTLE: political, environmental, social, technological, legal, economic

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基本概念

1. value, value co-creation

2. customer/user/sponsor

3. product, service. focus on product, acoid service. if evitable, then focus on solution

4. service relationship model, obtain and configure-> offer -> provide, the purpose is to maintain continual business

5. output, outcome.

   1. output: deliverable of an activity.

   2. outcome: result for a stakeholder by one or more outputs

6. utility, warranty

   1. utility: fuctionality, what the service does, fit for purpose

   2. warranty: affurance, how the service perform, fit for use

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实践 Practice

通用实践 General Practice

1. architecture management

2. continual improvement

   1. align organization's practices and services with changing business needs

3. information security management

4. knowledge management

5. measurement and reporting

   1. CSF, critical success factor

6. organizational change management

7. portfolio management

8. project management

9. relationship management

10. risk management

11. service financial management

12. strategy management

13. supplier management

14. workfoce and talent management

    1. KSA, knowledge, skill, attitute ability

    2. workforce planning, mentoring and success planning, learning and development, personal develpment, performance measurement, recruitment

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服务实践 Service Practice

1. availability management

   1. availability, reliability

   2. MTBF mean time between failures, MTRS mean time to restore service

2. business analysis

3. capacity and performance management

4. change control

   1. change authority

   2. standard changes, low-risk, pre-authorized, without additional authorization

   3. normal changes

   4. emergency changes

5. incident management

   1. ASAP

6. IT asset management

7. moniroting and event management

8. problem management

   1. problem identification, problem control, error control

9. release management

   1. blue/green releases

   2. feature flags

10. service catalogue management

    1. UC, underpinning contack

    2. OLA, operaton level aggreement

    3. SLT, SLR

    4. SLA

11. service configuration management

12. service continuty management

    1. RTO, RPO

    2. disaster recovery plans

    3. business impact analysis

13. service design

14. service desk

15. service level management

16. service request management

17. ervice validation and testing

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技术实践 Technical Practice

1. deployment management

2. infrastructure and platform management

3. software develoment and management

   1. ideation, design, develop, test, deply, operate, retire

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其他

1. VOC, voice of customer

2. response and expectation, two dimensional chart. don't merely meet the expectation, lowest response. Either best or worst, surpass the expectation

3. DIKW, data-information-knowledge-wisdom

4. 2B, emphasis on relationship with customers

5. strategy+organizational capabilities(execution capability)

6. how the informal organizations affect the formal organizations

7. upward management, take leaders as rescources as long as providing commitemt, manging expectation

8. if you don't measure, you don't manage

9. 2P, product people ->  platform -> product, service

10. state-gate

11. bostom matrix. market growth and market share. stars, cash cows, question marks, dogs.

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考试

40道题，24道以上即pass，通过/不通过两个结果。无需提前准备，第一天上课晚上看下资料，第二天上课最后会有复习环节:)