Time
3 hours 49 minutes
Difficulty
Beginner
CEU/CPE
3

Video Transcription

00:00
Welcome to the Idol framework. Updated course from Cyber Eri i d.
00:05
My name is Daniel Riley. I'm your subject matter expert on the idol framework.
00:10
In this video, I want to briefly cover some of the concept in language that will be using throughout the course. So that way we have ah similar understanding of what we're talking about.
00:22
Now, one of the key concepts when we're talking about Idol is that the point is to force us just think strategically. And that's why when I showed you the diagram earlier and I'll come back to it again later,
00:37
Um, the strategic service strategy is at the core on, and that's to help us stay relevant in the long term,
00:46
um, service providers should be customer focused. This means having good customer support as well as good customer relationship management, which will also talk about,
00:58
um, when you're talking about Idol and service is the key that we've discussed is defining a service explicitly on and these involved the service level agreements and the operational level agreements and any kind of underpinning contracts
01:15
of.
01:17
And this is
01:18
also that we can deliver service is at a certain expected rate
01:23
And then, of course, continuous improvement keeps us from becoming stagnant. And in business, stagnation is very dangerous.
01:34
Esso Service Management sits between the development and production site of the organization as well as the client business side on the other side. So really axes an interface or a media ery between those two business interests
01:52
and the activities in application and development operations are considered to be coordinated, um, under one channel of communication. And that channel of communication is the service
02:07
catalogue or the service portfolio.
02:09
Um, and everything is considered as a service like we discussed previously.
02:15
So some keys to remember when you're discussing and implementing Idol
02:21
is the purpose of idol is the processes are to define the number of key principles that you're going to want to ah, follow throughout your entire business model.
02:31
Ah, and the number of these processes are going to work together to achieve some common goals. So during your strategic planning processes, you will be
02:42
informing a lot of your future processes such as your operational management and your key performance indicators.
02:51
Eso organizations that wish to adopt Idol need to remember that they will have to customize the approach Idol covers a lot of sectors of I T. And not all parts of it will be applicable to all types of businesses.
03:06
So you will have to take what I'm saying and model it after your specific means
03:12
on the key. Just successfully using idle is to understand the core idea and principles. Lots of businesses will try to sell you. Software and software will help you manage this. But if you're not good at the fundamental principles
03:27
that underlie the use of the software, then you really won't be able to maximize its benefits.
03:34
So we're going to cover some of the language. But I really encourage you to go and look up the definitions of the terminology in the official glossary, which I'll give you a link to at the end these air Just some terms that I think it's important that we discuss even if you do not go look at the glossary.
03:53
So separation of concerns is a way of
03:57
designing solutions for I t. That divide the problem into pieces, and the key is that each piece can be solved individually and then assembled into ah, ideally a an answer for the whole problem.
04:13
Um, another one is the service portfolio. Now this is the overarching collection of the service's that are being offered in all life cycle phases. This includes ones that are in the pipeline to be released as well. A service is that have been retired
04:31
and all the ones in betweens.
04:34
So service contracts are the way in which we explicitly define what it is we will be delivering in terms of a service what will provide, as well as the levels of expectation that claims can provide our can expect from our provisions.
04:56
Now a service level agreement is a special case of a service contract. It's usually an amended agreement, which describes those very things. The key performance indicators and
05:12
other measurable
05:15
things like downtime is commonly
05:18
defined in a service level agreement. You'll hear this referred to as the four nines or the five nines of reliability.
05:28
So a service manager is kind of a generic term, but it's often used to specifically refer to a business relationship manager. But in terms of Idol, it's anyone who is responsible for managing a service throughout the organization.
05:46
Now the server oh service owner is a different role and this world was more responsible for managing and owning a life cycle all the way through its entire life cycle. This is generally ah, hire manager as opposed to a middle management position.
06:05
Ah, service valuation is the measurement of the total cost of delivering an I T service, measured against the value that the service is expected to bring into the business. Now this could be both quantitative ah, measure of explicit numbers or qualitative
06:25
ah, measure of of implication or personal
06:29
observation.
06:30
So service capacity management is something that will talk about in the next section a little bit more. But the overall idea this is that's a sub process which helps to manage the capacity or demand on the service.
06:46
And it's responsible for understanding where we are now and where we need to be in the future
06:51
to be more efficient.
06:55
Now. As I said, here is the link to the full glossary and I would you encourage you to read because there are several more definitions which will be important to know throughout the course and throughout your implementation of vital
07:09
with that, we've come to the end of this video. I'd like to Thank you for watching. And as always, if you have any questions, you can contact me on cyber harry dot i t my user name ist warder T w a r T e r.

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