For internal use only

ITIL Foundation 2011 addition overview

Virtual Training
Jagannath Moorthy

Session Flow
Introduction to the Service Lifecycle and ITIL Concepts
Service Strategy
Sample Questions
Service Design

NOTE

Sample Questions

Service Transition
Sample Questions

The contents are a

representation from
various sources and not
courseware to @ITIL
Foundation.

Service Operations
Sample Questions

CSI

Apologies I do not have

authority to share this
deck. Any queries can be
raised during the session or
later

Sample Questions
About the Exam
| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
2

ITIL Service Lifecycle

ITIL Information Technology and Infrastructure Library
Best practice for IT Service Management
These practices come from a number of sources including:
Standards
Public frameworks
Academic research
Proprietary knowledge
The core of ITIL is structured around a Service Lifecycle which
consists of the five iterative phases shown in the illustration

Service Strategy
Strategies, Policies,
Standards
Continual Service
Improvement
Service Design
Plans to create/modify
services

Activities to improve
services in any phase of
the lifecycle

ITIL is used by organizations world-wide to establish and improve

capabilities in service management
Service Transition
Manage the transition of
new/changed services
into production

Service Operation
Day to day operations of
the services

Business
Value
Realization

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
3

ITIL Core Concepts

SERVICE
Services are a means of delivering value to customers
without requiring the customer to own specific costs and
risks.

SERVICE MANAGEMENT
Service Management is a set of specialized capabilities for
delivering value to customers in the form of services.
The capabilities take the form of functions, processes and
roles that are used to manage services over their lifecycle.
ITIL is a framework for IT Service Management.

SERVICE PROVIDER
Service Provider An organization supplying services to one
or more internal customers or external customers

RISK MANAGEMENT AND ANALYSIS

Risk is defined as uncertainty of outcome i.e. something that
may happen
There are two distinct phases
Risk Analysis
Risk Management
GOVERNANCE
Corporate Governance It is about promoting corporate
fairness, transparency and accountability {Sarbanes Oxley
Act 2002}

IT Governance IT governance is the responsibility of the

board and executive management.

COMPLIANCE
Compliance ensures that a standard or set of guidelines is
followed, or that proper, consistent accounting or other
practices are being employed.

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
4

ITIL Core Concepts

PROCESS
Processes are structured sets of activities designed to
achieve a specific objective .
They transform inputs into outputs
They deliver results to a

specific customer or stakeholder

They are measurable

They are triggered by specific

events

Service Strategy (5 Processes)

Service Strategy
Service Portfolio Management
Demand Management
Financial Management for IT services
Business Relationship Management

Service Design (7 processes)

Service Catalog Mgmt
Service Level Mgmt
Availability Mgmt
Capacity Mgmt
Service Continuity Mgmt
IT Security Mgmt
Supplier Mgmt
Design coordination *
Service Transition (7 processes)
Change Management
Service Asset and Configuration Mgmt
Release and Deployment Mgmt
Knowledge Management
Transition Planning and Support *
Service Validation and Testing *
Change Evaluation *
Service Operations (5 processes)
Incident Management
Problem Management
Event Management
Service Request Fulfillment
Access Management

C
o
n
t
i
n
u
a
l
S
e
r
v
i
c
e
I
m
p
r
o
v
e
m
e
n
t

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
5

ITIL Core Concepts

FUNCTIONS
Functions are self-contained subsets of an organization
intended to accomplish specific tasks. They usually take
the form of a team or group of people and the tools they
use.

*Map to the organization chart of an organization, have a

budget, reporting structure. e.g. PRM, Finance, L&D
Both functions and processes involve roles
ROLES
Roles are defined collections of specific responsibilities and
privileges. Roles may be held by individuals or teams.
Individuals and teams may hold more than one role.

Service
Manager
Product
Manager
Service
Owner

Service
Owner

RACI
ITIL also utilizes the RACI model as a generic tool for reviewing
and assigning four key roles to any important task or activity
R = RESPONSIBLE for actually executing or performing the activity or
task.
A = ACCOUNTABLE role owns the task or activity and must answer for
its outcomes. Only one party can be accountable for a given
task/activity.
C = CONSULTED role review and provide advice and authorization
around the task or activity.
I = INFORMED role receive updates as the task or activity progresses.
Task

Application
Developer

Draft Requirements

Application
Owner

Business
Representative

Business Analyst

Validate Requirements

Create Logical Design

Process Owner
(Incident Management)

Product
Manager
Service
Owner

Service
Owner

Process Owner
(Change Management)
Process Owner
(Problem Management)
| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
6

ITIL Core Concepts

Functions in an IT Service Management

Functions in an IT Service Management Organization

Service Desk
Technical Management
Application Management

Service Desk
The Service Desk provides a single point of contact between
users and the IT organization
Hub of all communication internal to the IT Service Provide
Types of Service Desk Configurations
Local: Users and support staff are located on the same
premises or campus

Centralized: Multiple user locations are serviced by a single

support location

IT Operations Management

Virtual: Multiple user location are serviced by multiple support

locations which by virtue of call routing and other technology
are able to appear and respond to user requests as a single
entity
Follow-the-sun: Identical to a virtual Service Desk, but
organized in such a way as to utilize support staff shifts
working during normal daylight hours for all user requests
coming from any time zone.

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
7

ITIL Core Concepts

Functions in an IT Service Management
Technical Management

IT Operations Management

The Technical Management function is responsible for the procurement,

development, and management of the technical skill sets and resources
required to support the infrastructure and the IT Service Management
effort.

IT Operations Management is concerned with the day-to-day

maintenance of the IT infrastructure and the facilities which
house it. It is divided into two sub-functions: Operations
Control and Facilities Management.

Technical Management is typically divided into specialty areas

representing different specialized teams or functions within an IT
organization, e.g. Networking, Security, Database, Storage, Servers, etc.

Operations Control
The Operations Control sub-function is concerned with
regular maintenance cycles associated with infrastructure
management. These include such activities as:
Console Management
Backup and restore operations
Media management
Batch job execution

The primary objective of Technical Management is to ensure that the

Service Provider has the right skill sets available to deliver the services it
offers

Application Management
Application Management is concerned with the end-to-end management
of applications in the environment.
Like Technical Management, a big part of what it does involves cultivation
of the specialized skill sets required to support the organizations
applications.

Facilities Management
Facilities Management is concerned with maintenance of the
facilities which house IT operations, e.g. data centers, call
centers, development facilities, etc. Its areas of responsibility
include things like:
HVAC
Fire suppression
Facilities access
Power

Application Management does not replace, but rather executes and is

supported by core processes such as Incident Management, Problem
Management, Change Management, Availability Management, etc.

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
8

Sample Questions
Which of the following is a Service Desk Activity?
A. To function as the only point of customer contact
B. To investigate the cause of disruptions for the customer
C. To trace the cause of incidents

Answer: A

What is the role of ITIL within IT Service Management

A.
B.
C.
D.

To provide an approach based on the best examples taken from practice

To serve as the international standard for IT Service Management
To serve as the standard model for IT Service Provision
To serve as a theoretical framework for process design

Answer: A

Which of the following is the BEST definition of the term Service Management?
A.
B.
C.
D.

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
A set of specialized organizational capabilities for providing value to customers in the form of services
The management of functions within an organization to perform certain activities
Answer:
Units of organizations with roles to perform certain activities

How many people should be accountable for a process as defined in the RACI model?
A.
B.
C.
D.

As many as necessary to complete the activity

Only one The process architect
Two The process owner and the process enactor
Only one The process owner

Answer: D
| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
9

Sample Questions
Governance is concerned with
A.
B.
C.
D.

Measuring and improving the efficiency and effectiveness of processes

Ensuring that processes and procedures are correctly followed
Reducing the total cost of providing services
Ensuring that agreed Service Level Requirements are met.

Answer: B

A risk is:
A.
B.
C.
D.

Something that wont happen

Something that will happen
Something that has happened
Something that might happen

Answer: D

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
10

Session Flow
2:00

Introduction to the Service Lifecycle and ITIL Concepts

2:20

Service Strategy

2:50

Sample Questions

3:00

Service Design

3:30

Sample Questions

3:40

BREAK

3:50

Service Transition

4:20

Sample Questions

4:30

Service Operations

5:00

Sample Questions

5:10

BREAK

5:20

CSI

5:50

Sample Questions

6:00

About the Exam

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
11

Service Strategy
Overview
Service strategy is the first of the five phases of a
service lifecycle.
The overall goal of service strategy is to encourage
organizations to think and act in a strategic manner.
Shows organizations how to transform Service
Management into a strategic asset
Service Strategy
is about the selection of services a Service Provider
will offer to customers
is also about establishment and management of the
broadest policies and standards which govern the way
a Service Provider operates.

Activities
Identify market & define your target area - Decide what services you want to
offer & who can be the potential customers
Develop your service offerings - Build on/improve your services
Develop strategic assets - Develop new services
Help clarify the relationships between different services, processes, strategies
etc.

Concepts
Business Case: structured and documented justification for investment in
something expected to deliver value in return
Return on Investment (ROI) and Value on Investment (VOI)
Value: Utility and Warranty
Services must offer both utility and warranty in order to have value.

Services are selected so that they:

Provide value to customers
Enable the Service Provider to capture value
Fall within cost parameters acceptable to the Service
Provider
Fall with risk parameters acceptable to the Service
Provider

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
12

Service Strategy

Concepts continued..

Service Assets

Service Belt

Resources

Capabilities

Raw Materials
(money, equipment,
people, time..)

Specialized skills
applied to resources
to deliver value

Customer Assets

Increase the
potential value
of customer
assets

Service Portfolio
Entire set of services under the management of the
Service Provider

Credit or
compensation

Service Assets

Service Assets
Able to sustain
and improve
service levels
delivered

Service Portfolio
Utilize potential of
service assets

Customer Assets

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
13

Service Strategy
Service Provider Types

Concepts continued..

The four Ps of Service Strategy

Service Provider Types

Type I Internal Service Provider: Exists within an
organization solely to deliver service to one specific business
unit. The business units themselves may be part of a larger
enterprise or parent organization.
Type II Shared Services Provider: services multiple
business units in the same organization. Functions such as
Finance, HR and logistics
Type III External Service Provider: operates as an external
service provider serving multiple external customers. The
business strategies of customers require capabilities readily
available from Type III provider.

Perspective: the distinctive vision and direction

Position: Distinct value proposition, market differentiators
Plan: Course of action, how the provider will achieve their
vision
Pattern: the fundamental way of doing things distinctive
patterns in decisions and actions reinforced by repeated
success

Key Output
Service Package (SP)
Detailed description of a service
Includes a service level package and one or more core services and supporting services
Service Level Package (SLP)
Defined level of utility and warranty for a particular service package
Designed to meet the needs of a PBA. For e.g., Gold, Silver or Bronze service
SLPs are associated with a set of service levels, pricing policies and a core service package

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
14

Service Strategy
SERVICE STRATEGY

SERVICE PORTFOLIO MANAGEMENT

is concerned with the development of service concepts in

preparation for selection of services to be provided.

is concerned with management of the information

concerning services in the Service Portfolio.

4 key activities
1. Understand the market
2. Develop the offerings
3. Develop strategic assets
4. Prepare for execution

DEMAND MANAGEMENT
is concerned with understanding and influencing
customer demand. Unmanaged demand is a source of
both cost and risk to Service Providers.
Demand Management models demand in terms of:
1. User Profiles which characterize different typical
groups of users for a given service.
2. Patterns of Business Activity which represent the way
that users in different user profiles access a service
over the course of a given time period.

Service Portfolio Management organizes the process by

which services are identified, described, evaluated,
selected, and chartered.
Portfolio = Pipeline + Catalog + Retired

IT FINANCIAL MANAGEMENT
IT Financial Management provides a means of
understanding and managing costs and opportunities
associated with services in financial terms.
Enables provision of data for decision support on
management of services
4 basic activities
1. Accounting -- tracking how money is actually spent
2. Budgeting planning how money will be spent
3. Reporting status accounting
4. Charging securing payment from customers for
services provided
| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
15

Service Strategy
BUSINESS RELATIONSHIP MANAGEMENT
Aims to build a relationship with the customer

Purpose
- To establish and maintain business relationship between the service provider and the customer
- To identify customer needs (utility and warranty) and ensure service provider is able to meet these
Initiating BRM
- Opportunities
- Requests for Changes
- Complaints and Compliments

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
16

Sample Questions Service Strategy

Which of the following are the two primary elements that create value for customer?
A. Value on investment (VOI), return on investment (ROI)
B. Customer and user satisfaction
C. Understanding and user satisfaction
D. Utility and warranty

Answer: D

Which of the following statements about the service portfolio and service catalogue is most correct?
A. The service catalogue only has information about services that are live or being prepared for deployment; the service portfolio only has information about
services which are being considered for future development
B. The service catalogue has information about all services; the service portfolio only has information about services which are being considered for future
development
C. The service portfolio has information about all services; the service catalogue only has information about services which are live, or being prepared for
deployment
D. The service catalogue and service portfolio are different names for the thing
Answer: C

Which process is primarily supported by the analysis of business activity (PBA)?

A. Availability management
B. Demand management
C. Financial management
D. Service level management

Answer: B

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1. An internal service provider embedded within a business unit
2. An internal service provider that provides shared IT services
3. An external service provider
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
Answer: A
D. 2 and 3 only
| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
17

Session Flow
2:00

Introduction to the Service Lifecycle and ITIL Concepts

2:20

Service Strategy

2:50

Sample Questions

3:00

Service Design

3:30

Sample Questions

3:40

BREAK

3:50

Service Transition

4:20

Sample Questions

4:30

Service Operations

5:00

Sample Questions

5:10

BREAK

5:20

CSI

5:50

Sample Questions

6:00

About the Exam

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
18

Service Design
Concepts

Overview
The Service Design lifecycle phase is about the design of
services and all supporting elements for introduction into the
live environment.
Service Design offers value by:
Ensuring that services are aligned with business objectives
Ensuring that services are able to provide the utility and
warranty required for them to meet the objectives outlined
during Service Strategy

Service Catalog
The Service Catalog is the subset of the Service Portfolio which
contains services currently available and visible to customers and
users. The Service Catalog commonly acts as the entry portal for all
information regarding services in the live environment.

Activities
Design services to meet Business Objectives
Design Secure & Resilient IT Infrastructure
Identify, remove the risks from the services before they go
live
Create & maintain IT plans, policies, technical & process
framework (Design tool ensures standards are adhered to)
Design measurement methods & metrics for assessing
effectiveness of processes
Design Effective & efficient processes for design, transition
& operation phases
Scope includes new services & improvements as may be
needed over a service lifecycle

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
19

Service Design
4 Ps of Service Design

Concepts

5 Aspects of Service Design

Areas which should receive Focus during the design phase

1. The new or changed service itself with special attention to
service requirements

People

2. Service Management processes required to support the service

Processes

Products

Partners

3. Service Management systems and tools required to support the

service (especially the Service Portfolio)
4. Technology Architectures used or referenced by the service
5.

1. People Human resources and organizational structures

required to support the service
2. Processes Service Management Processes required to
support the service
3. Products Technology and other infrastructure required to
support the service
4. Partners Third parties which provide services required to
support the service

Measurement systems and metrics necessary to understand the

performance of the service
(STAMP)
OUTPUT

Service Design Package

Should be produced during the design stage for each new service, major
change to a service or removal of a service or changes to the SDP itself
Contains details of all aspects of a service and provides requirements
through all subsequent stages of its lifecycle
Created in the Service Design and passed to Service Transition for
implementation
It contains Requirements, Service Design details, Organization
Readiness, Service Lifecycle Plan

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
20

Service Design

7 Processes

SERVICE CATALOG MANAGEMENT

SERVICE LEVEL MANAGEMENT (SLM)

Service Catalog Management involves management and control of the

Service Catalog which contains information about services currently
available to customers for use.
Features of the service
Guidelines for appropriate use of the service
Means of accessing the service
Pricing information (where relevant)
Key contact information
Service Level Agreement information

Service Level Management is the process charged with securing and

managing agreements between customers and the service provider
regarding the levels of performance (utility) and levels of reliability
(warranty) associated with specific services.

AVAILABILITY MANAGEMENT
Availability Management is concerned with management and
achievement of agreed availability requirements as established in
Service Level Agreements.

Service Level Management results in the creation of Service Level

Agreements (SLAs) between customers and the provider based on
Service Level Requirement (SLR).
Operational Level Agreements (OLAs) are performance agreements
specifically for the purpose of supporting upstream SLAs which require
dependable performance by multiple business units, functions, or
teams within the service provider organization.
Underpinning Contracts (UCs) is the contract between the service
provider and a 3rd party supplier.

In ITIL, availability is defined as the ability of a system, service, or

configuration item to perform its function when required.
Vital Business Function (VBF) - A Function of a Business Process which
is critical to the success of the Business.

Development of availability Service Level Targets which make up

part of an overall Service Level Agreement
Design of services capable of meeting or exceeding agreed
availability requirements
Measurement and monitoring of availability achievements
Responses to availability-related incidents
Availability Plan
| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
21

Service Design
IT SERVICE CONTINUITY MANAGEMENT

CAPACITY MANAGEMENT
Capacity Management is concerned with ensuring that cost-effective
capacity exists at all times which meets or exceeds the agreed needs
of the business as established in Service Level Agreements.
In ITIL, capacity is defined as the maximum throughput a service,
system, or device can handle.
3 major activities
Business Capacity Management (BCM)
addresses capacity factors which exist primarily at the business level such as
mergers, acquisitions, plans for new facilities

Service Capacity Management (SCM)

addresses capacity factors at the service level. The primary task of Service
Capacity Management is to translate business capacity factors into capacity
requirements for services.

Capacity
Planning
is carried
out Top
Down

Component Capacity Management (SCM)

The primary task of CCM is to translate Service Capacity Management factors
into capacity requirements for individual components or Configuration Items.

SUPPLIER MANAGEMENT
Supplier Management is the process charged with obtaining value for
money from third-party suppliers. Supplier Management plays a very
similar role to that of Service Level Management, but with respect to
external suppliers rather than internal suppliers and internal/external
customers.
Supplier Manager handles
-Supplier evaluation
-Performance reviews

-Contract negotiations
-Renewals and terminations

7 Processes

The IT Service Continuity Management process (ITSCM) is responsible for

ensuring that the IT Service Provider can always provide minimum agreed
Service Levels.

ITSCM is largely concerned with management of risks and with planning

for the recovery of IT Services in the event of disaster.
IT Service Continuity Management uses techniques such as Business
Impact Analysis (BIA) and Management of Risk (MOR) and is driven by
the larger Business Continuity Management effort.
IT Service Continuity Plan

INFORMATION SECURITY MANAGEMENT

IT Security Management is the process concerned with the protection of IT
assets (including services) from security threats. IT Security Management
is driven the larger security management efforts and policies of the
organization.
IT Security Management is charged development and management of the
IT Security Policy which is executed and implemented as a part of the
Access Management process in Service Operations.
IT Security Management focuses on protection of five basic qualities of
information assets:
Confidentiality
Integrity
Availability
Authenticity
Non-Repudiation
| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
22

Sample Questions Service Design

Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database.
3. Planning for possible closure, renewal or extension of contracts.
4. Managing relationships with internal suppliers.
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. None of the above
What is the BEST description of an Operational Level Agreement (OLA)?
A. An agreement between the service provider and another part of the same organization.
B. An agreement between the service provider and an external organization.
C. A document that describes to a customer how services will be operated on a day-to-day basis.
D. A document that describes business services to operational staff.
Which of the following defines the level of protection in Information Security management?
A. The ISO 20000 Standard
B. The ISO 27001 Standard
C. The Business
D. The Service Level manager
In the phrase people, process, products and partners. Products refers to
A. IT infrastructure and applications
B. Services, technology and tools
C. Goods provided by third parties to support the IT services
D. All assets belonging to the service provider
Within Service Design, what is the key output handed over to Service Transition?
A. Measurement, methods and metrics
B. Service Portfolio Design
C. Process definitions
D. Service Design Package

Answer: A

Answer: A

Answer: B

Answer: B

Answer: D
| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
23

Session Flow
2:00

Introduction to the Service Lifecycle and ITIL Concepts

2:20

Service Strategy

2:50

Sample Questions

3:00

Service Design

3:30

Sample Questions

3:40

BREAK

3:50

Service Transition

4:20

Sample Questions

4:30

Service Operations

5:00

Sample Questions

5:10

BREAK

5:20

CSI

5:50

Sample Questions

6:00

About the Exam

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
24

Service Transition
Concepts

Overview
Service Transition is concerned with management of change
and, more specifically, with the introduction of new and
changed services into the live environment.
Service Transition offers value to the business by:
Enabling business change
Minimizing impact to the business which might otherwise
result from unmanaged change
Enabling the business to make use of new and changed
services
Ensuring that designs for services are implemented as
intended
Ensuring that the Service Management organization is
prepared to support new and changed services
Reducing the number of defects introduced into the live
environment

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
25

Service Transition
CHANGE
ITIL defines a change as the addition, removal, or modification of
anything that could have an effect on an IT service. All changes involve
risk.
REQUEST FOR CHANGE (RFC)
A Request for Change or RFC is a documented request to alter a service
or other Configuration Item. RFCs may be issued by any one: customers,
IT staff, users, etc. and are received by the Service Desk and handled via
the Change Management process.
CHANGE TYPES
Normal Changes are changes which meet predefined criteria that
qualify them for handling via the Normal Change Management
process.
Standard Changes are changes which are pre-approved for
implementation.
Emergency Changes In most environments, Emergency Changes are
those which cannot be foreseen and which unless addressed quickly
put the environment at high risk of impact.
Emergency Changes are reviewed by the Emergency Change Advisory
Board (ECAB).

Concepts

CHANGE AUTHORITY
In ITIL the entity charged with approval of a Request for Change is
called the Change Authority.
The identity of the Change Authority varies with the type of change
under consideration. For many ordinary changes, the Change Manager
may act as the Change Authority. However, for extremely large
changes, the Change Authority may be an executive or even the board
of directors.
CHANGE ADVISORY BOARD (CAB)
The Change Advisory Board or CAB is a group of experts convened by the
Change Manager to advise on the approval/rejection and planning for a
specific change. The membership of the CAB usually varies with the
change under consideration.
EMERGENCY CHANGE ADVISORY BOARD (CAB)
The Emergency Change Advisory Board or ECAB is a special group
convened by the Change Manager to advise on the approval/rejection
and planning for Emergency Changes as part of the Emergency Change
Management Process. The membership of the ECAB usually includes
persons with the experience and organizational authority required to
make rapid and often difficult decisions and to accept the
consequences of those decisions

CHANGE MODEL
A Change Model is a template or pre-defined set of steps, procedures, and guidelines for execution a specific type of change. Change Models are used
to help minimize risk, save costs, and improve the consistency of execution around changes.

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
26

Service Transition
RELEASE
A release is a collection of changes which must be implemented
together in order accomplish a specific objective or set of objectives.

RELEASE UNIT
A Release Unit is the particular set of configuration items released
together for a specific deployment effort. The Release Unit for a release
is selected as part of the Release and Deployment Management process
based upon both technical and business criteria.

BASELINE
In the context of Service Transition generally and, more specifically, in
the context of the Service Asset and Configuration Management
process, the term Baseline refers to the documented and validated
configuration of a component, system, service, etc.
Baselines are used within Service Asset and Configuration
Management to provide a roll-back point useful in managing risk
around changes in the environment.

Concepts

CONFIGURATION MANAGEMENT SYSTEM (CMS)

The Configuration Management System is the controlled repository
and interfaces for management of information concerning items
under configuration control (Configuration Items) in the environment.
The purpose of the CMS is to provide accurate and up-to-date
information regarding how the environment is configured.
The CMS stores records of Configuration Items in the Configuration
Management Database (CMDB).
Importantly, the CMS/CMDB differs from a traditional asset database
in that it also provides information regarding how Configuration Items
are related to each other.

CONFIGURATION ITEM (CI)

Configuration Items can include hardware and software, and also
documentation, process definitions, facilities, etc.
Configuration Items are tracked using the Configuration Management
System which stores records of them in the Configuration
Management Database (CMDB).
At a bare minimum, the record of a Configuration Item should include
a unique identifier and the location of the CI.

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
27

Service Transition
CHANGE MANAGEMENT
Change Management is concerned with recording, evaluating,
approving, testing, and reviewing changes to services, systems, and
other Configuration Items.
ITIL reminds us that all changes involve risk. As such Change
Management is largely concerned with managing risk associated
with change.
The major activities include
Recording of RFCs
Review of RFCs
Assessment and Evaluation of RFCs
Authorization of RFCs
Planning
Implementation Coordination
Review and Closure

7 Processes
For Foundation 3 Processes are covered

SERVICE ASSET AND CONFIGURATION MANAGEMENT

This process is responsible for both Configuration management and
Asset Management.
Service Asset: Any capability or resource of a service provider that
contribute to the delivery of a service. For Ex: Management,
organization, process, knowledge, people.
Configuration Items: Any component that needs to be managed in
order to deliver an IT service.
Activities include
Planning
Identification
Control
Status Accounting
Verification and Audit

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
28

Service Transition
RELEASE AND DEPLOYMENT MANAGEMENT
Clear, comprehensive release and deployment plans that support
customer and business change projects
Release packages can be built, installed, tested and deployed
o Efficiently, successfully and on schedule.
o With minimal impact on production services, operations,
and support teams
o Enabling new or changed services to deliver agreed service
requirements
Skills and knowledge transfer to enable
o Customers and users to optimize use of the service
o Operations and support staff to run and support the
service

Minor Service Transition Processes

Four additional Service Transition processes are included within ITIL,
but are not covered in detail on the Foundation exam. For exam
purposes, candidates are only required to recognize that the processes
exist within the Service Transition lifecycle phase and to understand
that in many environments the processes provide additional support
for the three primary Service Transition processes described earlier.

7 Processes
For Foundation 4 Processes are covered

Transition Planning and Support

- support for large-scale transitions and releases and would be helpful for an
organization anticipating an unusual volume of change, as for example would be
the case during a merger or acquisition scenario.

Service Validation and Testing

- separate and more focused support for testing prior to release. Organizations
for which quality and error control are of paramount importance might
especially benefit from implementation of Service Validation and Testing as a
separate process. In such a scenario, Release and Deployment Management
would focus more exclusively on deployment/release logistics and testing would
become the domain of the new process.
Change Evaluation
-provides support for evaluation and confirmation of customer acceptance of
new and changed services. It would be useful in situations characterized by
customer satisfaction challenges and in situations where other factors might
require closer management of customer acceptance.

Knowledge Management
The process responsible for gathering, analyzing, storing and sharing
knowledge and information with in an organization.
The primary purpose of Knowledge Management is to improve efficiency by
reducing the need to rediscover knowledge
DIKW-Data, Information, Knowledge and Wisdom
SKMS Service Knowledge Mgmt System (Includes structured and
unstructured data: The CMS which in turn includes one ore more CMDBs, One
or more DMLs)

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
29

Sample Questions Service Transition

Configuration management database (CMDBs) and the configuration management system (CMS) are both elements of what larger entity?
A. The Asset Register
B. The Service Knowledge Management System
C. The Known Error Database
D. The Information Management System
Answer:
Which of the following is an objective of Release and Deployment Management?
A. To standardize methods and procedures for efficient and prompt handling of all Changes.
B. To ensure all changes to Service Assets and Configuration Items(CIs) are recorded in the Configuration Management System(CMS)
C. To ensure that overall business risk of Change is optimized
D. To define and agree release and deployment plans with customers & stakeholders.

Answer: D

Which activity ensures there is conformity between the documented configuration baselines and the actual environment to which they refer?
A. Configuration Control
B. Configuration Identification
C. Status Accounting
Answer:
D. Verification and audit

Which of the following statements best describe a definitive media library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure library where definitive authorized versions of all media configuration items (CLs) are stored and protected
C. A database that contains definitions of all media CIs
D. A secure library where definitive authorized version of all software and back-ups are stored and protected.
Which of the following options is a hierarchy that is used in knowledge management?
A. Wisdom information data knowledge
B. Data information knowledge wisdom
C. Knowledge wisdom information data
D. Information data knowledge wisdom

Answer: B

Answer: B
| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
30

Session Flow
Introduction to the Service Lifecycle and ITIL Concepts
Service Strategy
Sample Questions
Service Design
Sample Questions
BREAK
Service Transition
Sample Questions
Service Operations
Sample Questions
BREAK
CSI
Sample Questions
About the Exam
| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
31

Service Operations
CONCEPTS
OVERVIEW
The Service Operation phase of the Service Lifecycle is concerned
with ensuring that services operate within agreed parameters.
Business Value
Service Operation is the only lifecycle phase in which value is
actually realized by customers.
Service Operation also adds business value by:
Ensuring that services are operated within expected performance
parameters
Restoring services quickly in the event of service interruption
Minimizing impact to the business in the event of service
interruption
Providing a focal point for communication between users and the
Service Provider organization

INCIDENT
An incident is any occurrence which causes or may cause interruption
or degradation to an IT Service.
PROBLEM
A problem is the unknown underlying cause of one or more incidents.
A problem is NOT just a particularly serious incident.
EVENT
An event is any change of state of an infrastructure or other item
which has significance for the delivery of a service.

BALANCE
ITIL emphasizes the importance of striving to achieve and maintain
balance during Service Operation to manage conflicting motives:
Reactive and Proactive Focus
Internal and External Focus
Cost and Quality
Stability and Flexibility

COMMUNICATION
During Service Operation, the importance and criticality of
communication is especially acute
Between users and the IT Service Provider
Between customers and the IT Service Provider
Between different processes, functions, teams, etc. within the IT
Service Provider
Between the IT Service Provider and its suppliers

ERROR
An error is the known underlying cause of one or more incidents.
KNOWN ERROR
A known error is the known cause of an incident for which a
workaround also exists.

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
32

Service Operations

5 Processes

INCIDENT MANAGEMENT

PROBLEM MANAGEMENT

Incident Management is concerned with the rapid restoration of

services and with minimization of impact to the business.

Problem Management is concerned with the identification and

correction of flaws or errors in the environment which cause
incidents. Problem Management helps reduce and prevent
incidents.

In most but not all cases the Incident Management process is

owned and executed by the Service Desk.
Within ITIL, Incident Management consists of a number of basic
activities or steps:
Detection The incident becomes known by any mechanism
Logging Details of the incident are recorded in the IM Tool
Classification The incident is categorized according to
predefined criteria for diagnosis
Prioritization The impact and urgency of the incident are
determined and factored together to determine its relative
priority among other incidents.
Investigation and Initial Diagnosis Additional details are
gathered and used along with tools such as the Known Error
Database to attempt resolution.
Escalation forward to the appropriate handling group.
Resolution and Recovery Service is restored and users are
provided assistance to allow them to resume work.
Closure Successful resolution of the incident is verified with
the user, the incident resolution details are recorded, and the
incident is flagged as being closed in the incident management
system

Problem Management is broadly divided into two major subprocesses:

Reactive Problem Management, which is charged with responding
to problems as they arise in the environment, usually driven by the
Incident Management process.
Proactive Problem Management, which is charged with
proactively seeking out improvements to services and
infrastructure before incidents occur.
Techniques Ishikawa (Fish Bone) diagramming, Fault Tree Analysis
to identify the root cause of incidents.
The production and maintenance of the Known Error Database
(KEDB) is one of the most important outputs of the Problem
Management process.

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
33

Service Operations
EVENT MANAGEMENT
Event Management is concerned with detection of events in the
infrastructure and with selection of appropriate response actions.
Event Management mainly focuses on IT detecting and addressing
issues at the infrastructure level and is most commonly a largely
automated process.
Events may be one of three basic types:
Informational No action is required. The event information is
logged for potential future reference.
Warning --An infrastructure item is approaching a predefined
performance or capacity threshold which could cause an incident
or require intervention.
ExceptionAn infrastructure item has exceeded a threshold or is
no longer operating within defined parameters. Intervention is
required.

5 Processes

SERVICE REQUEST FULFILLMENT

Service Request Fulfillment is the process charged with assisting users
in situations where no service degradation or interruption is
involved.
Service Request Fulfillment provides a means of addressing common
user requests for non-incident support, new equipment, training, etc.
Service Request Fulfillment frequently makes use of Standard Changes
and automation to meet user requests more efficiently.
ACCESS MANAGEMENT
The Access Management process is charged with is providing
authorized parties with appropriate access to service and information
as specified in the Information Security Policy.
Access Management executes the Information Security Policy as
defined by the Information Security Management process, but does not
itself set policy.

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
34

Service Operations

5 Processes

Separate
procedures

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
35

Sample Questions Service Operations

What is the objective of Access Management?
A. To provide security staff for Data Centers and other buildings
B. To manage access to computer rooms and other secure locations
C. To manage access to the Service Desk
D. To manage the right to use a service or group of services

Answer: D

Which of the following is not a Service Desk type recognized in the Service Operation volume of ITIL?
A. Local
B. Centralized
C. Holistic
D. Virtual

Answer: C

What are the two major processes in Problem Management?

A. Technical and Service
B. Resource and Proactive
C. Reactive and Technical
D. Proactive and Reactive

Answer: D

Which of this BEST describes a Problem?

A. A Known Error for which cause and resolution are not yet known
B. The cause of two or more incidents
C. A serious incident which has critical impact to business.
D. A cause of one or more incidents.
Which of the following is the BEST definition of an Event?
A. Any detectable or discernable occurrence that has significance for the management of the IT infrastructure
B. An unplanned interruption to an IT service
C. The unknown cause of one or more incidents
D. Reducing or eliminating the cause of an incident or Problem

Answer: D

Answer: A
| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
36

Session Flow
Introduction to the Service Lifecycle and ITIL Concepts
Service Strategy
Sample Questions
Service Design
Sample Questions
BREAK
Service Transition
Sample Questions
Service Operations
Sample Questions
BREAK
CSI
Sample Questions
About the Exam
| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
37

Continual Service Improvement

OVERVIEW
Continual Service Improvement is about the
alignment and re-alignment of services, processes,
functions, etc. with changing business needs. It is also
concerned with the consistent application of quality
management methods to the overall Service
Management effort.

Objectives
Continual Service Improvement offers value to
Service Provider and customer organizations by:
Ensuring that services, processes, and other aspects
of the Service Management effort are aligned with
business objectives
Ensuring that services meet agreed levels of
performance
Ensuring that the efficiency (cost) of service
delivery improves steadily
Ensuring applicable quality management methods
are used to support CSI activities

THE CONTINUAL SERVICE IMPROVEMENT APPROACH

The Continual Service Improvement approach is a simple set of guiding questions
which can be used to organize and perpetuate an improvement program. It
closely mirrors the basic approach also used in the ITIL 7-Step Improvement
Process.

How do we keep
the momentum
going?

What is the
vision?

Business vision
mission, goal
and objectives

Where are we
now?

Baseline
assessments

Where do we
want to be?

Measurable
targets

How do we
get there?

Services and process

improvement

Did we
get there?

Measurement
And Metrics

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
38

Continual Service Improvement

POTENTIAL VALUE TO THE BUSINESS
Improvements
Benefits
ROI (Return on Investment)
VOI (Value

on Investment)

Improvement

Benefit

Outcome when compared to the before state,

show a measurable increase in desirable metric
or decrease in undesirable metrics
e.g. SLA % Improvement, Reduction in Breach,
Reduction in number of failed changes

Gains achieved through realization of

improvement
e.g. by 15% reduction in failed changes the
company has saved $395000 in productivity and
rework costs last year

Return on Investment

Value on Investment

Difference between the saving achieved and the

money spent to achieve that benefit (generally
expressed as a percentage)
e.g. the company spent $200000 to establish
proper change management process that saved
$395000.
The ROI at the end of the 1st year of operation is
therefore $195000 or 97.5%

The extra value created by the establishment of

benefits that include monetary or long term
outcomes.
ROI is a sub-component of VOI i.e.
VOI>ROI

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
39

Continual Service Improvement

Interfaces with other ITIL Lifecycle Stages
Implementing CSI needs to take a wider view
Cannot be limited to only one stage or process
area

Service Strategy
Strategies, Policies,
Standards
Continual Service
Improvement
Service Design
Plans to create/modify
services

Activities to improve
services in any phase of
the lifecycle

Service Transition
Manage the transition of
new/changed services
into production

Service Operation
Day to day operations of
the services

Business
Value
Realization

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
40

Continual Service Improvement

THE ROLE OF MEASUREMENT
Measurements can be used for four basic purposes as
shown below:
To VALIDATE actions which have already been taken
To JUSTIFY a proposed course of action
To DIRECT activity
To INTERVENE when corrective action is required

KNOWLEDGE MANAGEMENT
Knowledge Management plays a key role in CSI
-Data should be captured
-Information is created (who, what, when, where)
-Knowledge created from analysis and past experience (How?)
-Wisdom is generated (Why?)
D I K W Model
BENCHMARK
Used to get a clear view on the organization level of quality and
performance with regard to their competitors and in the eye of
their customers
Often reveals quick wins
GOVERNANCE
Corporate Governance It is about promoting corporate
fairness, transparency and accountability {Sarbannes Oxley Act
2002}
IT Governance IT governance is the responsibility of the board
and executive management.

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
41

Continual Service Improvement

Concepts

OBJECTIVES, CSFs, KPIs, METRICS, AND MEASUREMENTS

Measurements are the end result of a hierarchy of activities which link measurements to business objectives as shown in the
illustration below.

Objectives establish the reason for measurement. Measurement in itself has no value. Rather, it only has value inasmuch as it
supports achievement of specific objectives.
Critical Success Factors define specific things that must happen if objectives are to be achieved.
Key Performance Indicators are metrics which specifically indicate progress or performance around or toward Critical Success
Factors.
Metrics are the definitions of what will be measured and how it will be measured.
Measurements are the actual readings taken based upon a specific metric.

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
42

Continual Service Improvement

THE DEMING CYCLE
The Deming Cycle is an improvement model originally created by
W. Edwards Deming and used to great success in the Japanese
auto industry. It consists of four simple steps (Plan, Do, Check, Act)
as show in the figure below.

PLAN
Plan Service Management & Services
DO
Implement & run service Management & service
CHECK
Monitor, measure & review
ACT
Continuous Improvement

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
43

Continual Service Improvement

Process

THE SEVEN STEP IMPROVEMENT PROCESS

The Seven Step Improvement Process provides a simple
means of using measurement to guide the improvement
and correction of service performance.
The steps are:
1. Decide what should be measured
2. Decide what can be measured
3. Gather the data
4. Process the data
5. Analyze the data
6. Present and use the data
7. Implement corrective action

Types of metrics
Technology metrics Components and applications metrics like
performance, availability etc.

Process metrics Critical Success Factors (CSFs), Key Performance

Indicators (KPI), activity metrics for ITSM processes

SERVICE IMPROVEMENT PLAN (SIP)

A Service Improvement Plan or Service Improvement
Program is the primary output of periodic service
reviews carried out as part of Continual Service
Improvement or as part of the Service Level
Management process.

Service metrics - end-to-end- service metrics

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview

ITIL Foundation 2011 addition overview

44

Continual Service Improvement

FRAMEWORKS, MODELS, STANDARDS AND QUALITY SYSTEMS
Each of the following fully supports the concepts embodied in CSI

Framework
COBIT, PMBOK, ITIL, Prince 2
(COBIT - Control Objectives for information and
technology)

Models
CMMI

Standards
Quality Systems
ISO/IEC 20000:2005, ISO/IEC 27000:
2005, ISO/IEC 17799: 2005.

Six Sigma

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
45

Sample Questions Continual Service Improvement

Which of the following is step 1 in the 7 step improvement process?
A. Prepare for action
B. Define what you should measure
C. Where are we now?
D. Identify gaps in service level agreement (SLA) achievement

Answer: B

Which of the following activities are carried out in the Where do we want to be? step of the Continual Service Improvement (CSI) Model?
A. Implementing service & process Improvements
B. Reviewing measurable improvements
C. Creating a baseline
D. Defining Measurable Targets
Answer:
What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
A. Return On Investment (ROI), Value On Investment (VOI), quality
B. Strategic, tactical and operational
C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
D. Technology, process and service

Answer: D

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
46

ITIL Service Lifecycle

Service Strategy
Strategies, Policies,
Standards
Continual Service
Improvement
Service Design
Plans to create/modify
services

Activities to improve
services in any phase of
the lifecycle

Service Transition
Manage the transition of
new/changed services
into production

Service Operation
Day to day operations of
the services

Business
Value
Realization

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
47

About the Exam

The certification exam consists of 40 multiple-choice questions with four possible correct answers. Only one
answer is the correct one. A 60-minute time limit is allotted for this exam. You must achieve a score of 65% by
answering at least 26 of the 40 questions correctly in order to pass.

General Exam Tips

The exam consists of 40 multiple choice questions.

You have 60 minutes to complete the exam. Most test-takers have plenty of time. Dont hurry!
There are no trick questions, but questions are often precisely worded.
Read each question multiple times.
Be cautious of answers which use the terms ALWAYS or NEVER.
Many questions contain at least one distracter. Use a process of elimination to remove obviously wrong answers from your
consideration first, and then focus on the remaining answers.
If a question uses boldface type, italics, or uppercase type to highlight a specific word, pay close attention!
If a question is about a process, make sure the answer you select is about a process rather than a function, service, etc. and
vice versa.
Make sure to answer questions based upon your ITIL knowledge, not on your experience in the real world. Your real world
experience may or may not have anything to do with ITIL.
Choose the best answer! Often questions contain several answers which, in some way, could be correct. Dont work too hard to
come up with a correct scenario for a specific answer. Rather, choose the answer which would be most correct in the greatest
number of situations.

| ITIL Foundation
Course:
Virtual
Training
ITIL Foundation
2011
addition
overview
48