4.6.

2018 ITIL For Dummies Cheat Sheet (UK Edition)

  PROGRAMMING  NETWORKING  ITIL FOR DUMMIES CHEAT SHEET (UK EDITION)

CHEAT SHEET

ITIL FOR DUMMIES CHEAT SHEET (UK

EDITION)
From ITIL For Dummies, 2011 Edition

By Peter Farenden

Want to know how ITIL can help you with your IT service management? You’re in the right
place. Check out these concise pointers, which are designed to help you understand and
implement the ITIL methodology in your day-to-day IT service work.

DEFINING SOME BASIC ITIL TERMS

As you use ITIL for your day-to-day IT service management, you regularly come across key
terms which you need to understand. This list covers the basic and most frequently used
ones.

Service: Something that provides value and is available to a customer from a provider.
For example, take travel agents. They sell you a holiday package and make sure all the
individual bits work together. They book the ights, the transfers, the hotels and any
excursions. What do you do? Pay the money and turn up. Travel agents save you the
e ort, cost and risk of doing the individual bits for yourself. They provide a service that
is of value to you.

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IT service: A collection of IT bits and bobs along with the people and documents
required to provide an IT system which delivers a service that provides value to a
customer. Basically, a bunch of techie stu that allows you to do something useful with
your computer.

For example, when you shop using the Internet, you’re using an IT service. Your PC,
your Internet provider and the company providing the website are all providing IT
services for you to use. When you shop online, the service you use consists of many
component parts – some of them you own, some of them other people own.

You own your PC. Your Internet provider owns your Internet connection and some
network stu . The online store that you’re buying from owns the website. But you want
it all to work as one seamless system. Wouldn’t it be great if regardless of which bit
breaks, one person deals with it for you?

Service management: Brace yourself, this is a tricky term to de ne. Only joking –
service management means managing a service. In a nutshell, the provider is
encouraged to identify and agree what the customer needs and then provide it in an
ongoing way. The following section elaborates further on service management.

IT service provider: An organisation that provides IT systems to a user (customer).

The organisation may be an internal IT department of the company you work for – the
people who put the computers on your desks and x them when they go wrong.
Equally it may be a commercial organisation that provides IT services in exchange for
money, in other words an Internet provider or IT outsourcer. In all cases these
organisations are providing a service to their customers.

LOOKING AT SOME IMPORTANT ROLES IN ITIL

Knowing who does what is essential to the success of ITIL. You bene t from knowing a few
really important roles from the outset of your interaction with ITIL.

THE SERVICE OWNER

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The service owner owns a service. The service owner is usually someone in the IT provider
organisation, and the role provides a point of contact for a given service. The service
owner doesn’t necessarily know everything about the service, but he does know a man (or
woman) who does.

Here are some responsibilities of the service owner role:

Participates in internal service review meetings

Represents the service across the organisation

Represents the service in change advisory board meetings

Is responsible for continual improvement of the service and management of change in

the service

Understands the service and its components

THE PROCESS OWNER

A process owner owns a process. This role is accountable for the process. For example, if
the incident management process doesn’t achieve its aim of restoring the service to the
user, the process owner gets shouted at (hopefully not literally). The process owner is
accountable for the process and is responsible for identifying improvements to ensure
that the process continues to be e ective and e cient. Here are a few responsibilities of
the role:

Ensuring that the process is performed in accordance with the agreed and
documented process

Documenting and publicising the process

De ning and reviewing the measurement of the process using metrics such as key
performance indicators (KPIs)

You must ensure that every service management process you adopt has a de ned
process owner.

THE PROCESS MANAGER

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A process owner (see the previous section) is accountable for the process, but may not
get involved in the day-to-day management of the process. This is a separate role often
allocated to a di erent person: the process manager.

A process manager is responsible for operational management of a process. The process

manager’s responsibilities include planning and coordination of all activities required to
carry out, monitor and report on the process.

One process may have several process managers, for example it may have regional
change managers or IT service continuity managers for each data centre.

You must ensure that every service management process that you adopt has a de ned
process manager – though this may, of course, be the same person as the process owner.

THE PROCESS PRACTITIONER

The process practitioner is the role that carries out one or many of the process activities.
Basically, these people are the ones who do the work. However, it’s important that they
have a clear list of responsibilities related to the process that they get involved in.

IMPLEMENTING BASIC SERVICE LEVEL MANAGEMENT IN ITIL

If you don’t know what your customers need, you can never know whether you’re meeting
their needs. It’s like ghting in the dark. You can never be right. (On the other hand, you
can never be wrong – some people nd this prospect attractive, but your customers won’t
be impressed.)

Service level management is, pretty obviously, the process that manages service levels. The
process tries to set up a proper relationship with your customers and understand their
business needs. Of course rst you need to know who your customers are.

If you’re the internal IT department that provides IT stu to other people and departments
within the same company, your customers are the business unit managers or department
managers. If you’re a commercial IT services company providing IT services to other
companies in exchange for money, your customers are those other companies; usually
there is an assigned representative who talks to you.
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To implement service level management:

Set up a dialogue with your customers

Find out what they want

Agree with them what you can provide

Monitor and report on what you’ve achieved

If you haven’t done this before, you’ll be surprised at the di erence simply starting a
dialogue with the business makes. In some cases the business will be amazed that you
bothered to talk to it. If you’re open and honest and state your intentions up front, your
customers will be happy to talk to you.

ITIL also de nes the process of business relationship management and the role of
business relationship manager. The service level manager de nes, agrees and reports on
the service level for speci c services – the business relationship manager maintains an
overall relationship with the customer, keeps in contact, and looks for new opportunities
to support the customer’s needs. Many organisations combine these roles into one job
description. When setting up some basic service level management, you consider which
roles you need.

APPLYING THE ITIL SERVICE LIFECYCLE TO IT PROJECTS

Understanding how ITIL works with real-world IT projects is crucial. Here’s a brief
description of each activity of a typical project and its relation to the ITIL service lifecycle:

Business case and project initiation: You use a business case to justify the cost
and e ort involved in providing the new service or changing an existing service. The
business case triggers the project initiation. These activities happen at the service
strategy stage.

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Requirements gathering and analysis: You identify and analyse the detailed
requirements of the service or change. These activities happen in the service design
stage.

Design: You produce a design of the service that meets the requirements. This is
usually a paper-based design at this point. These activities take place in the service
design stage.

Build: The physical bit where you acquire the solution, such as building the hardware,
the servers and networks, or programming the software application. These activities
happen in the service transition stage.

Test: Testing the service is essential to ensure it meets the needs of the business,
works in the way you expected, and can be supported. These activities also take place
during the service transition stage.

Implement or deploy: Launching the new or changed service into the live
operational environment. This takes place during the service transition stage.

Deliver and support: The service is now in the live or production environment and is
being used by the users. The IT organisation must make sure the service is working
and x it quickly when it goes wrong. These activities take place during the service
operation stage.

Improve: After a service has been operated for some time, it’s often possible to
optimise or improve the way it’s delivered. These activities are part of the CSI stage.

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  PROGRAMMING  NETWORKING  NETWORKING ALL-IN-ONE FOR DUMMIES CHEAT SHEET

CHEAT SHEET

NETWORKING ALL-IN-ONE FOR DUMMIES

CHEAT SHEET
From Networking All-in-One For Dummies, 7th Edition

By Doug Lowe

Managing a small computer network is well within your reach! But it’s vital that you keep
track of key information that’s unique to your network. This cheat sheet is designed to give
you quick access to your network information, explanation of some basic network
concepts, such as pin connections and IP address ranges, and a list of useful websites for
networking information.

IDENTIFYING AND RECORDING KEY NETWORK INFORMATION

Print out and use these tables to keep track of the key information that allows you to
access your network, contact your network administrator, access network storage, use
network printers, and keep track of important network servers.

Account Information
My user ID ____________________________________
My password DON’T WRITE IT HERE!
Domain name ____________________________________
My e-mail address____________________________________
My Network Administrator
Name ____________________________________

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Phone number ____________________________________

E-mail name ____________________________________
Favorite snack food____________________________________
My Network Drives
Drive LetterDescription
_____ _____________________________________________________________
_____ _____________________________________________________________
_____ _____________________________________________________________
_____ _____________________________________________________________
_____ _____________________________________________________________
My Network Printers
Printer NameIP AddressDescription
_________ ________ _____________________________________________
_________ ________ _____________________________________________
_________ ________ _____________________________________________
_________ ________ _____________________________________________
_________ ________ _____________________________________________
_________ ________ _____________________________________________
My Network Servers
Server NameIP AddressDescription
____________ ________ __________________________________________
____________ ________ __________________________________________
____________ ________ __________________________________________
____________ ________ __________________________________________

IDENTIFYING AND RECORDING KEY INTERNET CONNECTION

INFORMATION

Print out and use these spaces to keep track of key information about your Internet
connection, including your Internet service provider, your TCP/IP con guration, and
information about your router.

Provider
Company name ____________________________________
Technical-support contact ____________________________________
Technical-support phone number____________________________________
Website ____________________________________
E-mail address ____________________________________
TCP/IP Information
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IP range ________________ to ________________

Subnet mask ____________________________________
Default gateway____________________________________
Nameservers __________ — __________ — __________
Router Information
Make and model ____________________________________
Internal IP address (LAN) ____________________________________
External IP address (WAN)____________________________________
Administrator username ____________________________________
Password DON’T WRITE IT HERE!

KNOWING THE RJ-45 PIN CONNECTIONS

If you’re wiring up your own RJ-45 connectors for a TCP/IP network, you need this
information about the connections to make sure you connect the pins correctly:

Pin 1: White/orange

Pin 2: Orange

Pin 3: White/green

Pin 6: Green

IDENTIFYING PRIVATE IP ADDRESS RANGES

Private IP address blocks are the IP addresses administrators most often use for private
networks. Most networks use IP addresses in one of these ranges:

10.0.0.0 to 10.255.255.255

172.16.0.0 to 172.31.255.255

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192.168.0.0 to 192.168.255.255

USEFUL WEBSITES FOR NETWORKING INFORMATION

As a network administrator, the Internet can your best friend, o ering all sorts of great
information to help manage your network. Here are some websites for you to visit often.

To register domains:

InterNIC: www.internic.net

Network Solutions: www.networksolutions.com

register.com: www.register.com

To check your TCP/IP con guration:

DNSstu : www.dnsstu .com

To see whether your e-mail server has been blacklisted:

DNSBL.info: www.dnsbl.info

Don’t forget to check out the standards organizations from time to time and look for the
latest networking news and updates. Here are the standards organizations you’ll want to
check:

Institute of Electrical and Electronics Engineers: www.ieee.org

International Organization for Standardization: www.iso.org

Internet Engineering Task Force: www.ietf.org

Internet Society: www.isoc.org

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