ITIL v3 Foundation Course

I-World Technology Sdn. Bhd.

Arrangements
Ask all you want but at the right time This course is all about sharing The only wrong question is one thats not asked Keep interruptions to a minimum (Mobile phones, going out, etc.)

Participants in this course will gain practical skills in the following areas:
ITIL and IT Service Management (Comprehension) Service Management as a practice (Comprehension) Service Lifecycle (Comprehension) Key Principles and Models (Awareness) Generic Concepts (Awareness) Selected Processes (Awareness) Selected Roles (Awareness) Selected Functions (Awareness) Technology and Architecture (Awareness) ITIL Qualification Scheme (Awareness)

ITIL v3 Qualification Scheme and Credit Assignment

ITIL Foundation Certification Exam

Credit Value: 2 Exam Type: Multiple choice, 40 questions Duration: 60 minutes Pass Score: 26 (65%) Delivery: Online or paper based

Introduction to IT Service Management

Module Goals

At the and of this module you should be able to:

Understand the background, concepts,

organization and benefits of IT infrastructure library

Understand the background, definitions,

concepts and benefits of IT Service Management

Understand ITSM implementation of ITIL

What is ITIL?
ITIL - IT Infrastructure Library ITIL is a public framework that describes Best Practice in IT Service Management ITIL provides a framework for the governance of IT, the service wrap, and focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspective

IT Service Management Background

Over the years the reliance on IT services has never been more prevalent As Businesses grow, the IT services they utilize and rely on become more complex and competitive Alongside this, the environments have become more regulated IT Managers are challenged daily with the coordination and working in partnership with the business to continuously deliver high quality IT services

Elements of Service Management

IT Management is concerned with the effective and efficient use of the four Ps' A service is a means of dehiring value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks IT Services refers to the maintenance and operation of the IT infrastructure

Quality of Service
The quality 0f a service refers to the extent to which the service fulfills the requirements and expectations of the customer ISO-8402 Definition:
Quality

is the totality of characteristics of a product or service that bear on its ability to satisfy stated and implied needs"

Deming Quality Cycle

IT Service Management Objectives

There are 3 key main objectives: To align IT services with our current and future needs To improve the quality of the IT services delivered To reduce the long-term cost of service provision IT for the sake of business vs. IT for ITs sake

What is IT Service Management?

IT Service Management is a top-down, business driven approach for the management of IT that intentionally addresses the strategic business value generated by the organization and the need to deliver a high quality IT service.

Why Bother with IT Service Management?

Improves customer satisfaction Boosts staff morale and increases productivity Eliminates "fire brigade" approach to managing IT Services Implements changes efficiently and consistently Reduces re-occurring problems considerably Produces more business-focused metrics Increases demand from business to deliver effective IT solutions/services

IT Service Staff
Organized in groups and subgroups Interact and work together as a team Service and customer focused Possess the right service culture Continuous education and training Business focused align service provision to business needs

Service Culture Definition

Service Culture:

right attitude behavior value

T0 achieve or attain business success, the culture of every organization should embrace the concept of service and customer care

Service Culture Expectations

Understand the rationale of having an IT organization Understand the customers perspective and requirements Meet and exceed customers requirements Treat every customer as a king Ensure that SLAS are not breached repeatedly and compensated for just in case The service concepts should permeate through all levels 0f the organization Every IT staff should understand ITIL concepts and put it into use

Steps to Service Culture

A good understanding of why IT Services are being provoked, and the business Impact of providing poor services Clearly defined targets based on agreed service levels and expectations Executive and Senior Management support and commitment

ITSM Frameworks
Information Technology Infrastructure Library (ITIL) Microsoft Operations Framework (MOF) HP IT Service Management Reference Mode Framework for ICT Technical Support (FITS)

Benefits of IT Service Management

Improved quality of service to customers High probability of meeting and exceeding customers' expectations Boost in staff morale and improved job satisfaction Enhanced customer satisfaction Providing an understanding of the actual IT capability of an organization Provides accurate information on current services Improvements In security, accuracy, speed and availability Better management of the IT service organization Controlled and successful high rate of change Long term financial savings Better and feasible charging metrics Better focused IT Service Continuity procedures, and more confidence in the ability to follow them when required Proper utilization of skilled professionals Improved change and success rate

Introduction to ITIL Background

ITIL was developed in recognition of the fact that organizations are becoming increasingly dependent on IT to fulfill their corporate objectives A growing need for IT services of a quality corresponding to the objectives of the business, and which meet the requirements and expectations of the customer In the overall lifecycle of IT products, the operations phase amounts to about %70 to %80 of the overall time and cost ITIL offers a common framework for all the activities of the IT department, as part of the provision of services, based on the IT infrastructure ITIL presents these best practices coherently in a set of documents called the ITIL books Thus, effective and efficient IT Service Management processes are essential to the success of IT

ITIL Publications
Originally produced in the late 80's - early 90's as a set of more than 40 volumes ITIL v2 books were reduced to two core books that describe IT Service Management Best Practice - Service Support Service Delivery ITIL v3 has 5 Core Books:

Service Strategy Service Design Service Transition Service Operations Continuous Service Improvement

ITIL v2 Framework

ITIL v3 Lifecycle

ITIL Organizations
Office of Government of Commerce (OGC), formerly known as CCTA, the Central Computer and Telecommunications Agency of the UK government, as of April 1, 2001 The Information Technology Service Management Forum (itSMF) The Dutch foundation "Exameninstituut voor Informatica" (EXIN) and the UK Information Systems Examination Board" (ISEB) jointly developed a professional certification system for ITIL

Definition of some ITIL Terms

Customer: Recipient of a service; usually the customer management has responsibility for funding the service Provider: The unit responsible for the provision of IT services Supplier: A third party responsible for supplying or supporting underpinning elements of the IT services User: The person using the service on a daily basis or as app|icable IT Service: One or more systems that support a business process Process: A Process is a connected series of activities conducted toward defined objectives

Benefits of ITIL to Business

IT services become customer focused and improve the relationship Services are described better in more appropriate detail Quality, availability, reliability and cost of services are managed better Communications are improved by agreeing on points of contact and use of common terminology It creates a common vocabulary IT organization develops a clear structure as roles and a responsibilities are defined and becomes more efficient. Effective structure provides a framework for effective outsourcing of elements of IT services Supports and provides a stepping stone towards quality management systems

Challenges in Using ITIL

Lack of management commitment Lack of effective and sufficient procedures Insufficient time and resources Unrealistic expectations Lack 0f business focus Lack of clear roles and responsibilities Resistance to change from traditional processes Deliberate frustration of the process Insufficient training and support tools Project not cost effective Lack supporting agreements (OLAs, SLAs and Underpinning Contract)

Service Management as a Practice

Module Goals

At the end of this module you should be able to: Describe the concept of a Good Practice Explain the concept of a Service Explain the concept 0f Service Management Explain about processes, roles and functions

What is a Good Practice?

A good practice is simply doing things that are proven to work effectively Good practice can come from different sources: Frameworks such as (ITIL, COBIT, CMM, CMMI) Standards (such as ISO/IEC 20000 and ISO 9000) Proprietary knowledge of people and organization Adopting a good practice can help a Service Provider t0 create an effective service management system

What is a Service?

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks

What is Service Management?

Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services Service Management is more than just organizational capabilities. It is also a professional practice supported by an extensive body of knowledge, experience and skills Service Management is what enables a Service Provider to: Understand all the services being provided Ensure that the services really facilitate customer outcomes Understand the value of the services to their customers Understand and manage all the risks and costs associated with providing the service

Definition: Function
Functions are units of organizations specialized to perform certain types of work and responsible for specific outcomes A team or group of people and the tools they use to carry out activities such as the Service Desk The term function has two other meanings: An intended purpose 0f a Configuration Item, Person, Team, Process 0r IT Service. For example a Function of an e-mail Service may be to store and forward outgoing mails, one function of a Business Process may be to dispatch goods to Customers To perform the intended purpose correctly, The computer is Functioning

Definition: Role
A Role is a set of responsibilities, activities and authorities granted to a person or team A Ro|e is defined in a Process. One person or team may have multiple roles. For example the roles of Configuration Manager and Change Manager may be carried out by a single person

RACI Model
The RACI model is an example of the authority matrix used is assigning activities to roles It is often used in designing organizational structure activities Examples include Service Desk, IT Operations

Definition: Process
A Process is a series of connected activities conducted towards a definite goal A Process takes a set of defined inputs and turns them into a set of defined outputs A Process may include any of the roles, responsibilities, tools and management controls required to reliab|y deliver the outputs Processes may define policies, standards, guidelines, activities, and work instructions if they are needed

Process Characteristics
Measurable We are able to measure the process in a relevant manner Performance driven - Managers want to measure cost, quality and other variables while practitioners are concerned with duration and productivity Specific results - The reason a process exists is to deliver a specific result. This result must be individual|y identifiable and countable. Customers - Every process delivers its primary results to a customer or stakeholder. They may be internal or external to the organization but the process must meet their expectations. Responds to a specific event - While a process may happen once or be iterative, it should be traceable to a specific trigger

The Service Lifecycle

Module Goals

At the end of this module you should be able to: Understand the Service Lifecycle and the business value of each of the lifecycle phases Explain the main goals and objectives of Service Strategy, Service Design, Service Transition, Service Operations and Continuous Service Improvement Briefly explain the value of Continual Service Improvement to the business

The ITIL Service Lifecycle

Components of ITIL

ITIL has the following components: The ITIL Core Best practice guidance applicable to all types of organizations providing services to a business. Consists of five books: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement The ITIL Complementary Guidance A complementary set of publications with guidance specific to industry sectors, organization types, operating models and technology architectures

Goals of Service Strategy

To operate and grow successfully in the long-term, Service Providers must have the ability t0 think and act in a strategic manner. The goal is to help organizations develop such abilities Help service providers answer questions such as: What services should we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we truly create value for our customers? How do we capture value for our stakeholders? How can we make a case for strategic investments? How can Financial Management provide visibility and control over value creation? How should we define service quality? How do we choose between different paths for improving service quality? How do we efficiently allocate resources across a portfolio of services? Haw do we rescue conflicting demands for shared resources?

Goals of Service Design

The main goal of service design is to design appropriate and innovative IT services, including their architecture, processes, policies and documentation to meet current and future agreed business requirements

Value of Service Design

The following benefits results from a good Service Design: Easier implementation of new or changed service improved service alignment Improved quality of service Improved consistency 0f service More effective service performance improved IT governance More effective Service Management and IT processes Improved information and decision-making process

Goals of Service Transition

The main goal of service transition is to deliver services that are required by business into operational use

Value of Service Transition to Business

Service Transition adds value to business by improving: The ability to adapt quickly to new requirements and market opportunities Transition management of mergers, de-mergers, acquisitions and transfer of services The success rate of changes and release for the business Confidence in the degree of compliance with business and governance requirement during change The prediction of service levels and warranties for new and changed services The variation of actual against estimated and approved resources plans and budgets The productivity of business and customers staff because of better planning and use of new and changed services

Goal of Service Operation

The main goal of Service Operation is to deliver agreed level of service to users and customers, and to manage the applications, technology and infrastructure that support delivery of the services

Value of Service Operation to Business

It is during Service operation that services actually deliver value to the business Service Operation provides for Stability of services Quality of services Timely and proactive response to business impacting incidents through incident and problem management activities

Goal of Continual Service Improvement

The primary purpose of CSI is to continually align and realign IT services to the changing business needs by identifyng and implementing improvements to IT services that support business processes

Value of CSI to Business

Improvements: Outcomes that when compared to the before state, show a measurable increase in a desirable metric or decrease in an undesirable metric Benefits: The gains achieved through realization of improvements, usually but not always expressed in monetary terms ROI (Return on Investment) VOI (Value on Investment): The extra value created by establishment of benefits that include non-monetary or longterm outcomes. ROI is a subcomponent 0f VOI

Value of CSI to Business - Intangible Benefits

Increased organizational competency Integration between people and processes Reduction of redundancy thereby increasing business throughput Minimized lost opportunities Assured regulatory compliance that will minimize costs and reduce risk Ability to react to change rapidly