ITIL 2011 FOUNDATION STUDY NOTES

Pass your ITIL exam with these comprehensive 2011 Foundation study notes and exam tips!

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Contents
Read Me ............................................................................................................................................................................... 3 Quick Exam Tips ................................................................................................................................................................... 4 Core Lifecycle Stages Flow .................................................................................................................................................. 5 Module 1: Introducing ITIL 2011 ....................................................................................................................................... 6 Outline............................................................................................................................................................................ 6 Learning Objectives ....................................................................................................................................................... 6 General Terms and Definitions Matrix......................................................................................................................... 7 Module 2: Overview Core Lifecycle Stages ..................................................................................................................... 11 Outline Core Lifecycle Stages ..................................................................................................................................... 11 Learning Objectives ..................................................................................................................................................... 12 Service Strategy ........................................................................................................................................................... 12 Service Design .............................................................................................................................................................. 14 Service Transition ........................................................................................................................................................ 15 Service Operation ........................................................................................................................................................ 17 Continual Service Improvement................................................................................................................................. 18 Continual Service Improvement Outline .............................................................................................................. 18 Exam Recap Summary ................................................................................................................................................. 20 Module 3: Service Lifecycle Processes ............................................................................................................................ 22 Service Strategy ........................................................................................................................................................... 22 Service Strategy Outline ........................................................................................................................................ 22

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ITIL 2011 Foundation Study Notes

Read Me
Hi There, If youre reading this youve stumbled upon the best study notes youll find for ITIL 2011. Our students have had great success with our online course using these notes. Still not convinced that these notes are awesome?! Heres how to use the notes: Order in which you should review the study materials: (Find items a-e bolded included in Sample Notes) a. Exam Tips b. Overview (a mapping of the Processes/Subprocesses/Functions) c. Module 1 d. Module 2 e. Module 3 SS (Service Strategy) f. Module 4 SD (Service Design) g. Module 5 ST (Service Transition) h. Module 6 SO (Service Operation) i. j. Module 7 CSI (Continual Service Improvement) Overview (a mapping of the Processes/Subprocesses/Functions)

1. The first page of every note contains a list of constructs (processes / functions / etc.) that may be tested on. If you can go through the first page of every document and answer/define/understand the constructs without looking at the answers, youre ready to move onto the next document. 2. While these notes are close to a complete study guide, keep in mind that getting answers wrong on the practice tests is an invaluable exercise which will help you determine the constructs you still need to decipher. For example, I thought I knew what a workaround was, but I had to get it wrong on the practice exam to recognize I needed to understand/memorize ITILs definition. Best of luck! And hey, if you need help, dont hesitate to contact us ([email protected]) regardless of whether youre taking the course through us. Well help! Your study partner, Thought Rock Visit www.thoughtrock.net/theitilexam for more details. ITIL is a registered trademark of the Cabinet Office Page 3

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ITIL 2011 Foundation Study Notes

Quick Exam Tips

Prepping for the ITIL 2011 Foundation Exam? Here are some key points to keep in mind: 1. Memorize your definitions. The questions on the exam will provide 2 out of 4 answers that make sense and are very similar when referring to a term, and so if you dont have the term memorized, youll be stuck. Trust us; 15 questions on the exam will be just like this. 2. Understanding the interrelationships, jurisdictions, and subtle differences between the terms, processes, subprocesses & functions is just as important as understanding the constructs themselves. For example: What is the difference between Availability & Capacity Management? How does Operational Control differ from Technical Management? What is the difference between a workaround and a resolution in the context of Incident Management? Whats in the Service Catalogue compared to the Service Pipeline compared to the Service Portfolio? Whats a Rollout compared to a Deployment? Any of the roles! What does an Asset Manager do compared to a Configuration Manager? Service Owner vs. Process Owner? Event vs. Alert vs. Incident?

3. When memorizing definitions, you can get stuck in the weeds. Knowing the overall structure of ITIL 2011 will help you organize the information in your mind and help resolve jurisdiction questions (i.e. who does what?). So create an outline like this (weve started it off for you):

Service Strategy 1.1. Service Portfolio 3.1. Financial Management Service Design 1.1. Change Management 2.1. Etc.

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Core Lifecycle Stages Flow

ITIL 2011 Foundation Overview

1. Service Strategy
1.1 Service Portfolio Management 1.2 Business Relationship Management 1.3 Financial Management for IT Services

2. Service Design

2.0 Design Coordination 2.1 Service Catalogue Management 2.2 Service Level Management 2.3 Availability Management 2.4 Capacity Management 2.5 IT Service Continuity Management 2.6 Supplier Management

3. Service Transition

3.0 Transition Planning and Support 3.1 Change Management 3.2 Release & Deployment Management 3.3 Service Asset & Configuration Management 3.4 Knowledge Management

4.1 Functions

v v v v

Service Desk Technical Management Application Management IT Operations Management

4. Service Operation
4.2 Processes v v v v v

Event Management Incident Management Request Fulfillment Access Management Problem Management

5. Continuous Service Improvement

5.1 Seven-Step Improvement Process

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Module 1: Introducing ITIL 2011

Outline
1. Module 1 Introducing ITIL 1.1 ITSM Defined Provides (3) Doesnt Include Objectives 1.2 ITIL 1.3 Best Practice 1.4 ITIL Core Lifecycle 1.5 Functions vs. Processes 1.6 Authority Matrix How it helps RACI model 1.7 Customers and Stakeholders 1.8 Process Owner vs. Service Owner 1.9 Process manager vs. Process Practitioner 1.10 Technology Tools 1.11 Services

Learning Objectives
This course is divided into modules. Each module has objectives, activities, and a quiz. This first module provides an overview of ITIL and ITSM. Take a minute to read the objectives for this module. By the end of this module, you will be able to:

Explain how 'Foundations of IT Service Management' is based on ITIL.

Define functions, processes, and roles within ITSM. Identify the four main roles of the Authority Matrix using the RACI Model.

Objectives
Identify the primary activities of processes.
Explain three benefits of ITIL.

Distinuish between the five ITIL lifecycle stages.

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General Terms and Definitions Matrix
Term ITSM Definition/Point A process-centered approach to delivery IT services that meets business needs according to performance targets. ITIL Set of organizational capabilities/resources to add value to services/goods Capabilities are skills and require raw materials; resources are the raw materials Provides: Best practices for ITSM Common language Drives continual improvement Doesnt include methodology to implement Objective: Contribute value to the organization by alignment of IT & business Increase efficiency (cost/time) Improve effectiveness (meet quality requirements) Successful Because: Vendor Neutral Non-Prescriptive Best Practice in ITSM

Focus: ITIL Lifecycle Understanding IT service needs Improving quality service provisioning Providing cost justifiable service quality Identifying roles/responsibilities Using KB approach Identifying KPIs

Best Practice

Best = superior outcomes to normal practices in wide industry use. Sources include: Public frameworks Standards Proprietary knowledge of organizations and individuals Documenting, negotiating, & solidifying customer/business targets Page 7

How ITIL can help add value

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Term Definition/Point Regularly assess customers perceptions via feedback Ensure IT personnel adapt to business 5 stages I. Service Strategy strategic approach to ITSM II. Service Design holistic approach to thoroughly designing services with the 4Ps and 5 Design Aspects III. Service Transition develops/improves capabilities for new/changing IT services into ops; focuses on moving from objective to how to achieve it IV. Service Operation deliver/support IT services per SLAs; effective/efficiency key V. CSI - provide structure stability strength to service mgmt capabilities with principles methods & tools Function, Roles, Processes Function units carrying out things; contain on BOK; provide structure Roles staff involved in process/service delivery; key roles are Process Owner vs. Service Owner Processes Set of coordinated activities combining capabilities & resources to produce valueadd outcome to stakeholder

ITIL Core Lifecycle

Integrated processes through which organizations can meet goals with efficiency and effectiveness. Primary characteristics of processes: ITIL Processes Measurable Specific results Stakeholders Specific events Inputs activities output

Clarifies activities to do: Responsibility execution of process/activities Accountable ownership of quality/end result Consulted involvement through input of knowledge Informed receiving info. about process execution/quality

Authority Matrix

Only 1 person is accountable for an activity; multiple may be responsible. Accountability must remain with 1 person for all activities in a process. ITIL is a registered trademark of the Cabinet Office Page 8

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Term Definition/Point Customers and stakeholders Internal Customers work at same business as Service Provider External Customers work at different business from Service Provider Internal Stakeholders are internal to the Service Provider External Stakeholders are external to the Service Provider, such as Users, Customers, and Suppliers

Process Owner role: Process vs. Service Owner Defining processes Assisting in process design Review process strategy Service Owner - Initiation, transition, ongoing maintenance /support of service (fulfillment); ensures customers are satisfied. Service Owner role:
Process Manager/Practitioner

Single point of contact (SPOC) Ensuring delivery meets requirements Identifies opportunities for improvement Works with other owners Process Manager accountable for the operational management of a process Process Practitioner responsible for carrying out one or more process activities Workflow KB Testing BI Discovery

Technology tools

Actions required before selecting tools Means of giving value by allowing outcomes sans ownership Enable provides employee with computer; enables to work By enabling them to work, software and network access are embedded Internal Services are delivered within the same organization External Services are delivered to external customers Core Service is primary outcome Page 9

Service

Three Types of Services:

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Term Definition/Point Enabling Services are necessary to deliver Core Enhancing Services add the excitement factor

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Module 2: Overview Core Lifecycle Stages

Outline Core Lifecycle Stages
Service Strategy 1. 2. 3. 4. 5. 6. 7. 8. Purpose Objectives Scope Value to Business Two Levels of activity for ITSM Three Questions Resources vs. capabilities definitions + how theyre used by each lifecycle stage Utility vs. Warranty [review] + how relevant in transition, operation, CSI

Service Design 1. 2. 3. 4. 5. 6. 7. 8. 9. Purpose def + consists of (3) Objectives Scope Value to Business Main Goal (1) + Designing services (4) + Balance that must be struck How Resources & Capabilities used in SS & SD Five aspects of SD Four Ps SDP contains

Service Transition 1. 2. 3. 4. 5. 6. 7. Purpose + feature Objectives Scope Value to Business Org level vs. service level Relevance to res/cap Key aspects of SDP (4)

Service Operation 1. 2. 3. 4. 5. Purpose Objectives Scope Value to Business Four main functions

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Continual Service Improvement 1. 2. 3. 4. 5. 6. 7. 8. Purpose Objectives Scope Value to Business Governance Deming cycle CSI Approach CSI Register

Learning Objectives
By the end of this module, you will be able to: Identify the purpose for each of the five lifecycle stages.

Overview & Objectives

Explain how ITIL best practices can be helpful in resolving an incident by listening in on a mock ITIL class.

Service Strategy
Term/Theory Purpose Objectives Scope Value to Business Two Levels of Activity for ITSM Definition/Point Establishes overall strategy for IT Ensure organization can handle cost/risk well Set expectations of performance Id/select/prioritize business opportunities Define a strategy of services to offer Define a strategy of how to manage those services

Link service provider activities to business outcomes Org level sets direction for IT via strategy and objectives to achieve vision Service level policies/objectives to ensure value creation How create value? How to define quality? How to efficiently allocate resources across services

Questions Answered

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Capabilities turn resources into goods/services. Resources vs. capabilities + How they fit in Lifecycle Service Strategy manages consumption of resources and capabilities by service. Service Design uses resources and capabilities. Service Transition tests against resources and capabilities. Service Operation allocates resources and capabilities. CSI measure/assesses both resources and capabilities.

Utility fit for purpose: What is delivered What customer gets What gains performance customer gets Functional requirements for service

Utility & Warranty

Warranty fit for use (parameters). It must perform within stated parameters: Three Value Areas Both Utility & Warranty are tested/validated in transition Utility & Warranty delivered in Operations CSI measures/assesses planned utility & warranty vs. actual delivered in operations. Customer Preferences Customer Perceptions Business Outcomes

Patterns of Business Activity (PBA) - Services are designed to enable PBAs which in turn achieve business outcomes.

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Service Design
Term/ Theory Definition/Point Design of new/changed services for introduction to production: Purpose Arch Processes Documentation

Ensures functional/mgmt/operational requirements are considered. Objectives More effective and efficient service solutions aligned to the business. Functional requirements Requirements within service level agreements (SLAs) Business benefits Overall design constraints

Scope Value to Business

Deliver quality, cost-effective services and to ensure that the business requirements are being met consistently. Service Strategy manages consumption of resources and capabilities. Service Design produces designs using the allocated resources and capabilities.

Resources and Capabilities

Resultsdriven approach: Five Aspects to Service Design 1. 2. 3. 4. 5. SDP Service Solutions Management Systems and Tools Technology Architectures and Management Architectures Process required Measurement Methods and Metrics People Products/Technology Processes Partners/Supplies Details of all aspects of a service through all stages of lifecycle; produced keeping in mind 5 aspects, 4 ps, and DM options. Passed from Service Design to Service Transition. All details for implementing, evaluating and maintaining service. Includes functional/architectural requirements Consults other stages

4 Ps & Service Design

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Service Transition
By the end of this lesson, you will be able to:

Identify the main goals and objectives of Service Transition.

Overview & Objectives

Explain what value Service Transition provides to the business.

Term/Theory Input

Definition/Point Transitioning new/changed IT services to operation Internal service (move from whats required) to concept of how its implemented Organizational level: Develops capabilities and resources to allow IT to transition to reality Service level: Resources/capabilities convert DS requirements into portfolio Require good set of processes to implement in operations Provides control; allow you to speed up/slow down Ensure that new, modified or retired services meet the expectations of the business

Purpose Objectives

Primary: delivery service vision in a relevant, timely, quality and costeffective manner. Tertiary: Plan/manage res to establish service Ensure minimal impact on production Increase stakeholder satisfaction Increase proper use of services The development and improvement of capabilities including release planning, building, testing, evaluation and deployment Introducing, Retiring, or Transferring new or changed services Enable projects to estimate the cost, timing, resource requirement and risks more accurately Result in higher volumes of successful change

Scope

Value to Business

Resources and Capabilities

Service Transition must test against resources and capabilities. Page 15

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Term/Theory Definition/Point Journey from as is required. Key aspects of SDP required by ST team Applicable services packages Service specs/models Arch design required to deliver Definition/design of each release Detailed design of how service components will be assembled Release/deployment plans

Conclusion

SDP completed

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Service Operation
By the end of this lesson, you will be able to:

Identify the main goals and objectives of Service Operation.

Overview & Objectives

Define the role of communication in Service Operation.

Term/Theory Service Operation Purpose Objectives

Definition/Point Day-to-day work for the service Primary purpose is deliver/support is services at agreed levels effectiveness/efficiency, providing value to stakeholder. Support the delivery of IT Services Monitor performance and assess IT Services Manage the people, processes, and technology that deliver and support IT Services The Services Themselves Service Management Processes Technology People

Scope

Value to Business Functions

Where processes/activities are executed/delivered/assessed by customers. Four main functions: 1. Service Desk Single Point of Contact (SPOC) for users when service disruption, service requests, or some RFCs. 2. Technical Mgmt detailed tech skills to support ongoing operation (key role in design/testing/release/improvement of it services). 3. Operations Control responsibility for daily operational activities to manage IT infrastructure; breaks down into IT ops control & IT facilities Mgmt. 4. Application Mgmt detailed tech skills/resources to manage apps through SDLC. Required consistent accountability/responsibility via role definition.

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Continual Service Improvement
1. 2. 3. 4. 5. Purpose Objectives Scope Value to Business Address 3 things

By the end of this lesson, you will be able to:

Identify the main goals and objectives of Continuous Service Improvement.

Overview & Objectives

Explain the value Continual Service Improvement provides to the business.

Explain the order of the Deming Cycle and the CSI Model.

Continual Service Improvement Outline 1. Outline 2. Deming and CSI Models 3. Key Elements of Measurements CSF KPI Metrics Measurements

Continual Service Improvement Term/Theory Outlines Continual Service Improvement Purpose Definition/Point Integrate with all processes Provides guidance in evaluating/improving the quality of services by measuring, reporting, and improving service management processes/services. Primary: align/realign to changing biz needs by implementing improvements. Page 18

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Continual Service Improvement Objectives Looking for ways to improve alignment/effectiveness/efficiency.

Review, analyze, and make recommendations on processes in each lifecycle stage & op services. Address 3 areas:

Scope

Overall Health of ITSM Alignment of portfolio of services with biz Maturity of IT services Lead to a gradual and continual improvement in service quality, where justified Ensure that IT services remain continuously aligned to business requirements

Value to Business

IT Governance

IT must now comply with new rules and legislation. IT must continually demonstrate compliance through numerous internal and independent audits. The reasons for this gain in IT governance are many including: Sarbannes-Oxley Act 2002 ISO 2000 for ITTTTSM COBIT an IT Audit Framework PMBOK (a methodology for Project Management)

IT is asked to do more with less and to create additional value while maximizing the use of existing resources. These increasing pressures coincide perfectly with the basic premise of ITIL; that IT is a service business. Deming cycle Mgmt philosophy for establishing quality, productivity, and competitive position: 1. Plan formulate goal/theory; define how to measure success and plan. 2. Do execute plan. 3. Check monitor outcomes vs. expected results and look for lessons learned. 4. Act integrate lessons learned, adjust theory/method, and determine what more we must learn. CSI Approach Embrace vision by understanding business objective. Baseline assessments Assess current situation (as is); baseline analysis of current position. Measurable targets. Service & Improvement targets Understand/agree on priorities based Page 19

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Continual Service Improvement on vision. Detail CSI plan by implementing ITSM processes Measurement & Metrics Verify metrics are in place to see if milestones reached/processes compliant. Ensure momentum is created to ensure it keeps on trucking. CSF Key Performance Indicator (KPI) Metrics Measurements Vary on qualitative and quantitative

Key elements of measurements

CSI Register

The CSI register provides a coordinated, consistent view of many improvement activities.

Exam Recap Summary

Exam Recap Service Strategy (SS): Identify purpose, objectives, scope and value. Define and explain concept of resources and capabilities. Define and explain Value Composition with Utility & Warranty.

Exam Recap Service Design (SD): Comprehend the purpose, objectives, scope and value. Comprehend and briefly explain what value Service Design offers to the business. Understand the importance of people, processes, products and partners in all aspects of Service Design. Discuss the five major aspects of Service Design. Define and explain the concept of the Service Design Package.

Exam Recap Service Transition (ST): Identify the purpose, objectives, scope and value. Understand the value that Service Transition provides to the business.

Exam Recap Service Operation (SO): Identify the purpose, objectives, scope and value. Page 20

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Explain the value that Service Operation provides to the business. Define and explain the role of communication in Service Operation.

Exam Recap Continual Service Improvement (CSI): Explain the purpose, objectives, scope and value. Explain the Deming and CSI Models. Explain Governance. Define CSI Register.

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Module 3: Service Lifecycle Processes

Service Strategy
Service Strategy Outline 1. Outline 1.1 Key decisions (3) 2 Service Portfolio 2.1 Contains (4) 2.2 Service Catalog What is it? Contains (4) 2.3 Service Pipeline 2.4 Retired Services Business Relationship Management (BRM) 3.1 Purpose, objectives, and scope 3.2 Differences between SLM and BRM Financial Management 4.1 Purpose and objectives 4.2 Three main activities 4.3 Two main cycles 4.4 Service Valuation and goal

Whats the difference between Service Portfolio & Service Catalogue? The Service Portfolio is composed of all services committed to IT customers current, under development and futureas part of continual service improvement. The Service Catalogue is that portion of the Services Portfolio that is currently available to IT customers, so it's a subset of it.

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By the end of this lesson, you will be able to:

Define the concepts of Service Portfolio.

Overview & Objectives

Identify the purpose of the Financial Management process.

Understand the Business Relationship Management process.

Term/Theory

Definition/Point Service Portfolio Financial Mgmt Business Relationship Mgmt Entered into Service Portfolio; acts as basis of decision framework. Key questions: Why buy services? Why buy from us? Pricing model? Strengths/priorities/risks

Service Strategy Service Portfolio

Once go decision made and entered into Service Catalogue, Service Design architects the services for transition. Service Portfolio Business Case Description Value proposition Business cases Priorities Risk Management Offerings and packages Costs and pricing

Decision support/planning tool; helps predict outcome of proposed action/justifies investment.

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Service Catalogue Service Catalogue(s) Services Supported products Polices Ordering ad request Procedures Support terms and conditions Entry points and escalations One component of Service Portfolio. Projection of services actual/projected capabilities. Its published to customers; supports sale/delivery. Includes information about: deliveries, prices, contact points, ordering and request processes. Service Pipeline initial stage of new services; document listing all services under consideration/development. Retired Services final stage in lifecycle of all services; repository of offerings/lessons learned when delivering services in the past; permanent removal of IT services or CI from production, pricing and chargeback. Purpose: To establish and maintain a business relationship between the service provider and customer, and to identify customer needs. The primary measure is customer satisfaction.

Business Relationship Management

Objectives include: Understand the customers perspective for services and priorities Understand the customer and their business outcome drivers Proactively understand changes to the customer environment

Scope: BRM is the primary process for strategic customer communication with all departments in the service provider, including application development teams within the service providers organization. BRM depends on several service management processes/functions

SLM compared to BRM: The SLM process exists to ensure that agreed achievable levels of service are provided to the customer and users. The BRM process is focused on a more strategic perspective: o Identification of customers needs and ensuring that the service provider is able to meet them o Focuses on the overall relationship between the service provider and their customer Page 24

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Financial Management Secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organization. Act as a gatekeeper that ensures that the service provider does not commit to services that they are not able to provide. Maintains the balance of supply and demand between the service provider and customers through appropriate charges / pricing.

ROI, VOI, costbenefit analysis, costing models, IT budget, user charges support the business decision to provide or not provide a service. 3 main activities Budgeting IT accounting Charging Planning Cycle (annual) Operational Cycle (monthly or quarterly)

2 main cycles

Encapsulated within SP elements of the business case & risk assessment. SLP contains all work done so far. SD uses to create SD. Exam Recap Service Strategy Define and explain the following concepts: Service Portfolio Service Catalog Business Case Risk Business Relationship Management Process Financial Management Process

Understand and State the objectives for:

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