Okasha Academy

Course Timing

• Duration
Starts on 17th of Aug to 19th of May
from 6:00 PM to 9:00 PM EGY time
from 7:00 PM to 10:00 PM KSA time

Breaks
1 break for 15 mins at 8:30 PM and Back 8:45 PM

2
Module 5 : ITIL Practices

• General Management Practices

• Service Management Practices
• Technical Management Practices

3
General Management Practices
• Architecture Management
• Continual Improvement*
• Information Security Management*
• Knowledge Management
• Measurement and Reporting
• Organizational Change Management
• Portfolio Management
• Project Management
• Relationship Management*
• Risk Management
• Service Financial Management
• Strategy Management
• Supplier Management*
• Workforce and Talent Management
*In scope for ITIL Foundation exam 4

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
Service Management Practices
• Availability Management • Service Continuity Management
• Business Analysis • Service Design
• Capacity and Performance • Service Desk*
Management
• Service Level Management*
• Change Control*
• Service Request Management*
• Incident Management*
• Service Validation and Testing
• IT Asset Management*
• Monitoring and Event
Management*
• Problem Management*
• Release Management*
• Service Catalogue Management
• Service Configuration Management*
*In scope for ITIL Foundation exam

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
5
Technical Management Practices

• Deployment Management*
• Infrastructure and Platform Management
• Software Development and Management
Course Contract

1- Questions Allowed through chat

2- Video and Audio should be closed for all
students.
3- General questions will be after the training
session for 30 mins

7
 ITIL Practices Redefined
ITIL Practice: A set of organizational resources designed for
performing work or accomplishing an objective.

• 7 Key Examinable Practices • Other Examinable Practices

• Continual Improvement • Relationship Management

• Service Level Management • Information Security Management
• Change Control • Supplier Management
• Incident Management • Service Configuration
• Service Request Management Management
• Service Desk • IT Asset Management
• Problem Management • Monitoring and Event
Management
• Release Management
• Deployment Management
8
Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is reproduced under license from
AXELOS Limited. All rights reserved.
The key ITIL Practices

• Continual Improvement
• Service Level Management
• Change Control
• Incident Management
• Service Request Management
• Service Desk
• Problem Management

9
 Purpose of Continual Improvement
• Align the organization’s practices and services with changing business needs
• Identification and improvement of:
• Services
• Service components
• Practices
• Any element involved in the efficient and effective management of products and
services
• Develop improvement-related methods and techniques
• Continual improvement culture across the organization
• Commitment to and practice of continual improvement must be embedded
• If not, daily operational concerns and major project work will eclipse
continual improvement efforts

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

10
 Key Activities
• Encourage continual improvement across the organization.
• Secure time and budget for continual improvement.
• Identify and log improvement opportunities.
• Assess and prioritize improvement opportunities.
• Make business cases for improvement action.
• Plan and implement improvements.
• Measure and evaluate improvement results.
• Coordinate improvement activities across the organization.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

11
 Continual Improvement Methods
and Techniques
• Improvements can be executed using the Continual Improvement model.
• Identify a team to focus on leading continual improvement activities—but
continual improvement is everyone’s responsibility.
• Engage customers, suppliers, partners, and other stakeholders as
appropriate.
• Accurate data is critical to driving effective improvements.
• From the available methods and techniques, choose the most appropriate
ones for your organization.
• Methods and techniques include:
• LEAN methods focus on waste reduction
• Agile methods focus on iterative improvement
• DevOps methods focus on working holistically and successful implementation
• Balanced Scorecard
• SWOT (Strengths, Weaknesses, Opportunities, Threats) Analysis

12
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
Sample SWOT Analysis

Helpful Harmful
To achieve objective To achieve objective
Environment attributesOrganization attributes
Internal origin

S
Strengths
W
Weaknesses
External origin

O T
Opportunities Threats

13
 Continual Improvement Register
Continual Improvement Register (CIR): A structured
database or document used to track and manage
improvement opportunities.

• One or more CIRs; structured in a variety of ways.

• Maintained on individual, team, departmental, business unit, and organizational levels.
• Improvement ideas can initially be captured in other places or documents.
• As new ideas are documented, improvement opportunities are constantly re-
prioritized.
• CIRs help to make things visible and track:
• What is currently being done.
• What is already complete.
• What has been set aside for further consideration at a later date.
• Most importantly, CIRs guarantee that improvement opportunities are:

Captured Documented Assessed Prioritized Acted on

14reproduced under license from

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is
AXELOS Limited. All rights reserved.
Continual Improvement Heat Map and Value Chain

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 5.2 ITIL® Foundation, ITIL 4
Edition, p. 82). 15
Activity

Analyzing the Continual Improvement Practice

16
 Purpose of Service Level Management

• Set clear business-based targets for service performance so that the delivery
of a service can be properly:
• Assessed
• Monitored
• Managed
• Objective is end-to-end visibility.
• Establishes a shared view of the services and target service levels with
customers.
• Ensures the organization meets the defined service levels through the collection,
analysis, storage, and reporting of the relevant metrics for the identified
services.
• Performs service reviews to ensure the current set of services continues to meet
the needs of the organization and its customers.
• Captures and reports on service issues, including performance against defined
service levels.

17
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Service Level Agreements
Service Level Agreement (SLA): A documented agreement
between a service provider and a customer that identifies both
services required and the expected level of service.

• Measure the performance of services from the customer’s point of view.

• Must reflect business context.
• Using SLAs may present many challenges, because they often do not fully
reflect wider service performance or user experience.
• “Watermelon SLAs”

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is18reproduced under license from
AXELOS Limited. All rights reserved.
 Service Level Agreement Requirements

• Related to a defined “service” in the service catalog, which is structured

information about services and service offerings for a specific target
audience.
• Relate to defined outcomes:
• Customer satisfaction
• Key business outcomes
• An agreement between the service provider and the service consumer.
• Involve all stakeholders including partners, sponsors, users, and customers.
• Simply written and easy to understand and use for all parties.

19
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Customer Engagement and Feedback

• Engagement is needed to understand and confirm the actual ongoing needs

and requirements from customers.
• Listening is important as a relationship building and trust-building activity.
• Customer engagement questions:
• What does your work involve?
• How does technology help you?
• What are your key business times, areas, people, and activities?
• What differentiates a good day from a bad day for you?
• Which of these activities is most important to you?
• What are your goals, objectives, and measurements for this year?
• What is the best measure of your success?
• How do you base your opinion and evaluation of a service or IT/technology?
• How can we help you more?
• Customer feedback methods:
Surveys Business Other
metrics methods
20
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Metrics
Metric: A measurement or calculation that is monitored or
reported for management and improvement.

• Operational metrics
• Low-level indicators of various operational activities:
• System availability
• Incident response and fix times
• Change and request processing times
• System response times
• Business metrics
• Any business activity that is deemed useful or valuable by the customer:
• Successful completion of a business activity

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is21reproduced under license from
AXELOS Limited. All rights reserved.
 Service Level Management Heat Map and Value
Chain

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 5.34 ITIL® Foundation, ITIL 4
Edition, p. 155). 22
Activity

Analyzing the Service Level Management Practice

23
 Purpose of Change Control
• Maximize the number of successful IT changes.
• Assess risks properly
• Authorize changes to proceed
• Manage a change schedule
• Balance the need to make beneficial changes that will deliver additional
value with the need to protect customers and users from the adverse effect
of changes.
• Change Authority:
• Correct for each kind of change
• Decentralized in high velocity organizations

24
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Changes
Change: The addition, modification, or removal of
anything that could have a direct or indirect effect on
services.
• Changes could affect a service directly or indirectly.
• Scope defined by each organization but generally includes changes to:
• IT infrastructure
• Applications
• Documentation
• Processes
• Supplier relationships
• Anything else that might directly or indirectly impact a product or service

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is25reproduced under license from
AXELOS Limited. All rights reserved.
 Types of Changes

Standard changes Normal changes Emergency changes

•Low-risk, pre- •Use standard process to •Must be implemented as
authorized, routine schedule, assess, and soon as possible.
changes. authorize change. •Not typically included in
•Well-understood and •Change models a change schedule.
fully documented. determine the roles for •Assessment and
•Implemented without assessment and authorization is
needing additional authorization. expedited.
authorization. •Initiation of a normal •May be acceptable to
•Risk assessment change is triggered by defer some
repeated only if there is the creation of a change documentation and
a modification to the request. reduce testing.
way it is carried out. •Organizations that have •May also be a separate
an automated pipeline change authority.
for continuous
integration and
continuous deployment
(CI/CD) often automate
most steps of the change
control process.

26
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Change Schedule
• Used to:
• Plan changes
• Assist in communication
• Avoid conflicts
• Assign resources
• Provides information about changes as needed for:
• Incident Management
• Problem Management
• Continual Improvement
• Supports risk assessment to gather input from many stakeholders.
• Raises awareness and facilitates readiness.

27
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Change Control Heat Map and Value Chain

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 5.19 ITIL® Foundation, ITIL 4
Edition, p. 120). 28
Activity

Analyzing the Change Control Practice

29
 Purpose of Incident Management
• Minimize the negative impact of incidents by restoring normal service
operation as quickly as possible.
• Incidents can have an enormous impact on:
• Customer and user satisfaction.
• Perception of the service provider.
• Every incident should be logged and managed.
• Ensure that it is resolved in a time that meets the expectations of the
customer and user.
• Target resolution times are agreed, documented, and communicated.
• Incidents are prioritized, based on agreed classification, to ensure that
incidents with the highest business impact are resolved first.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

30
Incidents
Incident: An unplanned interruption to a service,
or reduction in the quality of a service.

• Incidents reflect a user experience – “I can’t _____”

• Interruptions impact business workflows; objective is to minimize the impact
• Allocate resources based on the impact of the incident:
• Major incidents require specialized, separate procedures for handling
• Information Security incidents may require separate procedures as well
• Use suitable tool to track incident information
• Provide links to configuration data, problems, changes, known errors, and
knowledge
• Might provide Automated Incident Matching
• Incident Management activities should be timestamped and tracked
31

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is reproduced under license from
AXELOS Limited. All rights reserved.
 Incident Diagnosis and Resolution
Incidents can be diagnosed and resolved by people in different groups. In all
cases, collaboration within and between teams is essential.
• User self-help – some users will help themselves
• Service desk – as the normal course of operations
• Support team – complex incidents routed based on incident category
• Suppliers or partners – who support the products and services they supply
• Temporary team – for the most complex incidents and all major incidents.
The team may include representatives of many stakeholders.
• Disaster Recover Plans – for extreme cases

32
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Incident Management
• Formal process for logging and managing incidents.
• Generally doesn’t include detailed procedures for how to diagnose,
investigate, and resolve incidents.
• Provides techniques for making investigation and diagnosis more efficient.
• Scripts for collecting information from users during initial contact
• May lead directly to diagnosis and resolution of simple incidents
• Investigation of more complicated incidents often requires knowledge and
expertise, rather than procedural steps.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

33
 Incident Management and Suppliers
• Supplier support agreements must align to service provider commitments.
• Management of incidents may require frequent interaction with these
suppliers.
• Suppliers can also act as a service desk, logging and managing all incidents
and escalating to relevant subject matter experts or other parties as
required.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

34
Swarming
• Swarming is a popular technique for managing incidents.
• Initially, many different stakeholders work together until it becomes clear
that certain people are in a better position to continue working so the
others can be released to work on other things.
• Commonly used in work teams to quickly attack incidents so service is
restored and teams and the other stakeholders stay on track.

35

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Incident Management Heat Map and Value Chain

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 5.20 ITIL® Foundation, ITIL 4
Edition, p. 123). 36
Activity

Analyzing the Incident Management Practice

37
 Purpose of Service Request Management

• Supports the agreed quality of a service by handling all pre-

defined, user-initiated service requests in an effective and
user-friendly manner.
• Goal of this practice is to complete the requests as
efficiently and in a streamlined manner as possible.
• Service requests are a normal part of service delivery (not
an incident).
• Characteristics include:
• Pre-defined and pre-agreed by the service provider and users.
• Goal is a clear, standard procedure for initiation, approval,
fulfillment, and management.
• Well-known and proven steps to fulfill the request.
• Set expectation times for fulfillment.
• Provide clear communication of the status of the request to
users.

38
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Service Requests
Service request: A request from a user or user’s
authorized representative that initiates a service
action that has been agreed as a normal part of
service delivery.

• Each service request may include one or more of:

• A request for a service delivery action (for example, providing a report
or replacing a toner cartridge).
• A request for information (for example, how to create a document or
what the hours of the office are).
• A request for provision of a resource or service (for example, providing
a phone or laptop to a user, or providing a virtual server for a
development team).
• A request for access to a resource or service (for example, providing
access to a file or folder).
• Feedback, compliments, and complaints (for example, complaints
about a new interface or compliments to a support team).

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is39reproduced under license from
AXELOS Limited. All rights reserved.
 Guidelines for Handling Service Requests

• Service requests and their fulfillment should be standardized and automated

to the greatest degree possible.
• Policies should be established regarding what service requests will be
fulfilled with limited or even no additional approvals so that fulfillment can
be streamlined.
• Set realistic expectations of users regarding fulfillment times.
• Opportunities for improvement should be identified and implemented to
produce faster fulfillment times and take additional advantage of
automation.
• Policies and workflows should be included for the documenting and
redirecting of any requests that are submitted as service requests, but which
should actually be managed as incidents or changes.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

40
 Service Request Management Heat Map and
Value Chain

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 5.35 ITIL® Foundation, ITIL 4
Edition, p. 157). 41
Activity

Analyzing the Service Request Management Practice

42
 Purpose of Service Desk
• Capture demand for incident resolution and service requests.
• The point of communication for the service provider with all of its users.
• Focus is to provide support for “people and business.”
• Not simply technical issues
• Get matters arranged, explained, and coordinated
• Will continue to require help from other support teams.
• Maybe technical, maybe not.
• Major influence on user experience and their perception of the service
provider.
• Must understand business context.

43
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Service Desk
Service desk: The point of communication between
the service provider and all of its users.

• The entry point/single point of contact for the IT or service organization.

• Report issues, queries, and requests
• Have them acknowledged, classified, owned, and actioned
• Many different models

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is44reproduced under license from
AXELOS Limited. All rights reserved.
 Access Channels

Channel Description
Phone calls • Specialized technology, such as IVR, conference calls, voice
recognition, etc.
Service portals and mobile • Supported by service and request catalogues and
applications knowledge bases
Chat • Live chats
• Chatbots
Email • Logging and updating contact with users
• Follow-up surveys and confirmations
Walk-in service desks • Staffed by service personnel
• Provide personal support
Text and social media • Provides a way to contact stakeholders
messaging • Can be used to notify users in case of major incidents
• Provides a way for users to request support
Public and corporate • Enables users to contact the service provider
discussion forums • Provides peer-to-peer support

45
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Training and Competencies
• Service desk personnel need to diagnose incidents in terms of business
priority and to take appropriate action to get them resolved using available
skills, knowledge, people, and processes.
• Must also possess broad technical and business area skills:
• Excellent customer service skills
• Empathy
• Effective communication skills
• Emotional intelligence
• Incident analysis skills to diagnose and prioritize incidents to resolve them
• Understanding of business priority

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

46
 Supporting Tools
• Intelligent telephony systems, incorporating computer-telephony
integration, interactive voice response, and automatic call distribution
• Workflow systems for routing and escalation
• Workforce management and resource planning systems
• Knowledge base
• Call recording and quality control
• Remote access tools
• Dashboard and monitoring tools
• Configuration management systems
• Virtual service desks—often require more sophisticated access, routing, and
escalation tools

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

47
Service Desk escalation process
 Service Desk Heat Map and Value Chain

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 5.33 ITIL® Foundation, ITIL 4
Edition, p. 151). 49
Activity

Analyzing the Service Desk Practice

50
 Purpose of Problem Management
• Reduce the likelihood and impact of incidents.
• Identify actual and potential causes of incidents.
• Manage workarounds and known errors.
• All services have errors, flaws, or vulnerabilities that may cause
incidents.
• Many errors are identified and resolved before a service goes live
• Some remain unidentified, or unresolved, and may be a risk to live
services

51
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Problems and Known Errors
Problem: A cause, or potential cause, of one or more
incidents.
Known error: A problem that has been analyzed and
has not been resolved.

• Problems are unknown root causes of incidents.

• Known errors are diagnosed root causes of incidents, but which
have not yet been resolved.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is52reproduced under license from
AXELOS Limited. All rights reserved.
 Distinguishing Incidents from Problems

• Problems are related to incidents, but should be managed in different ways.

• Incidents have an impact on users or business processes. They must be resolved
so that normal business activity can take place.
• Problems are the causes of incidents. They require investigation and analysis to
identify the causes, develop workarounds, and recommend longer-term
resolution.
• The Problem Management practice reduces the number and impact of future
incidents with:
• Real fixes that remove the errors.
• Workarounds for errors that can’t be removed (or it’s not cost-justifiable to
remove).

53
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Phases of Problem Management

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure
54 5.23 ITIL® Foundation, ITIL 4
Edition, p. 131).
 Problem Identification
• Identify and log problems.
• Trend analysis of incident records.
• Recurring issues by users, service desk, and technical support staff.
• Major incident management identifying a risk that an incident could recur.
• Information from suppliers and partners.
• Information received from internal developers, test teams, and project
teams.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

55
 Problem Control
• Main activities:
• Problem analysis
• Documenting workarounds and known errors
• Prioritize problems based on risk so you can deal with highest-priority
problems.
• Analyze the highest priority problems
• Not essential to analyze every problem
• Incidents typically have many interrelated causes, and the relationships
between them can be complex.
• Problem control should consider all contributory causes:
• Duration and impact of incidents
• Analyze problems from the perspective of all four dimensions of service
management

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

56
 Workarounds
Workaround: A solution that reduces or eliminates
the impact of an incident or problem for which a full
resolution is not yet available. Some workarounds
reduce the likelihood of incidents.

• Workarounds can become a permanent way of dealing with some problems:

• When resolving the problem is not viable
• When resolving the problem is not cost-effective
• Problem remains in the known error status, and the documented workaround
is applied whenever a related incident occurs.
• Some workarounds can be automated.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is57reproduced under license from
AXELOS Limited. All rights reserved.
 Error Control
• Manages known errors; usually means that faulty components
have been identified.
• Includes identification of potential permanent solutions.
• May result in a change request for implementation of a solution,
but only if this can be justified in terms of cost, risks, and
benefits.
• Reassesses the status of known errors that have not been
resolved.
• Impact on customers
• Availability and cost of permanent resolutions
• Effectiveness of workarounds
• The effectiveness of workarounds should also be evaluated each
time used.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

58
 Practice Interactions
• Problem Management is closely related to Incident Management.
• Design the two practices to work together within the service value
chain.
• Activities may complement or conflict.
• Interfaces between Problem Management, Risk Management,
Change Control, Knowledge Management, and Continual
Improvement.
• Problem Management activities may be a specific case of Risk
Management.
• Problem resolution may fall outside Problem Management and come
under Change Control.
• Problem Management and Knowledge Management have a two-way
relationship.
• Problem Management output includes workarounds and known errors.
• Problem Management may utilize Knowledge Management information to
investigate, diagnose, and resolve problems.
• Problem Management may reveal Continual Improvement opportunities
in all four dimensions of service management.
• May produce problem solutions to include in a CIR.
• May use CI techniques to prioritize and manage.

59
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Problem Management Heat Map and Value Chain

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 5.24 ITIL® Foundation, ITIL 4
Edition, p. 133).
60
Activity

Analyzing the Problem Management Practice

61
Reflective Questions

1. Does your organization have separate practices for problem and

incident management? What are the potential risks of treating
problems and incidents as part of a traditional troubleshooting
model?

2. How do you think having a specific Continual Improvement practice

in your organization would contribute to driving continual
improvement through the SVS?

62