ITIL Foundation Training

ITIL

®

_{2011 FOUNDATION CERTIFICATION}

E-LEARNING COURSE

Ver. 2.2

“ITIL® is a Registered Trade Mark of The Cabinet Office in the United Kingdom and other countries”. "The Swirl logo™ is a Trade Mark of The Cabinet Office ".

2

ITIL

®

_{2011 Foundation Course Objectives}

At the end of the course, you should be able to

 Discuss the ITIL 2011 qualification scheme  Explain the practice of Service Management  Describe Service Lifecycle

 Identify key principles and models of ITIL 2011  Define generic concepts in ITIL 2011

 Discuss the processes, roles and functions in ITIL 2011  Summarise the use of technology with ITIL 2011

3

ITIL

®

_{2011 Foundation Course Agenda}

3 Module 1: Introduction to Service Management Lifecycle

Principles of Service Management, Processes, The ITIL Service Lifecycle

Module 2: Service Strategy

Concepts and Models, Processes

Module 3: Service Design

Concepts and Models, Key Principles, Processes

Module 4: Service Transition

Concepts and Models, Key Principles, Processes

Module 5: Service Operations

Concepts and Models, Key Principles, Processes and Functions

Module 6: Continual Service Improvement

Concepts and Models, Key Principles, Processes

Module 7 : Summary and Exam Preparation

Review of Key Concepts and Practice Exam

4

Module 1

Introduction To Service Management Lifecycle

5

Lesson 1.0: What is ITIL ?

5

What is ITIL

®

_?

 A set of publications for good practices in IT service Management.  Why ITIL ?

• Focuses on descriptive guidance on IT Service Management that’s easily adapted.

• Emphasizes Quality Management approach, standards  ITIL® _goals

• Consistent, comprehensive, hygienic set of Best-Practice guidance • Platform independent discussion of processes

• Common Language, Standardized vocabulary

• Flexible framework, adaptable to different IT environments.

6

7

Lesson 1.2: ITIL Core Publications

7 Each lifecycle phase of ITIL 2011 Core is represented by a Volume in the

Library

1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation

5. Continual Service Improvement

8

Lesson 1.3: ITIL 2011 Qualification

Scheme: Credits System

Lifecycle Modules

Service Strategy Service Design Service Transition Service Operation

Continual Service Improvement

Capability Modules

Operational Support and Analysis (OSA) Planning Protection & Optimization (PPO)

9

Lesson 1.4: ITIL 2011 Foundation Exam Format

9

Type Online, Multiple choice, 40 questions. The questions are selected from the full ITIL Foundation in IT Service Management examination

question bank.

Duration Maximum 60 minutes. Candidates sitting the examination in a language other than their native language have a maximum of 75 minutes

Supervised Yes Open Book No

Pass Score 65% (26 out of 40)

Where ? AEC Authorized Examination Centers

Lesson objectives

At the end of this lesson, you should be able to:

•

Explain the concept of good practice

•

Define the concepts of service, Service

Management, Functions, Roles &Processes, and

RACI

Lesson 2.0: Principles of IT Service

Management

11

Lesson 2.1: ITIL is presented as

Good Practice. What are good Practices?

11

Good Practices are generally commoditized, generally accepted, proven effective ways of doing things which were previously considered best practices of the pioneering

organizations.

Successful Innovations applied diligently become Best Practices

Best practice accepted and adopted by others become common, Good Practices

Good Practices are Commoditized, generally accepted principles, or regulatory requirements

12

Lesson 2.2: Why Choose Good

practices over Proprietary ones?

Good Practices, Public Standards

and frameworks

Proprietary knowledge

Wide Community Distribution Public Training and Certification

Difficult to adopt

Difficult to replicate and transfer Hard to document

Valid in Different applications Peer Reviewed

Used by different parties

Highly customized

Specific to business needs Hard to adapt or reuse

13

Lesson 2.3: What is a Service?

13

A means of delivering value to customers by facilitating outcomes customer want to achieve, without the ownership of specific costs or risks.

Customer

Transfer costs and Risks

Retains focus and accountability for outcomes

Service Provider

Takes on Costs and Risks

Responsible for the means of achieving outcomes

Costs and Risks are transferred to service provider. Customers focus on outcomes versus means.

14

Lesson 2.4: What is a Service Management?

Business Outcomes Customer Assets Services Service Assets Performance Value Capabilities Resources

A5 Management Financial Capital A4 Organization Infrastructure A3 Processes Applications Ser vi ce Man ag ement

15

Lesson 2.5: Process, Functions and Roles

15

 Process

- A set of activities designed to accomplish a specific

objective. A process takes defined inputs and turns them

into defined outputs. A process may include roles,

responsibilities, tools and management controls required

to deliver the outputs

16

Lesson 2.6: A Basic Process

Activity 1 Activity 2 Activity 3 Process Customer Suppliers Desired Outcome Data, Information and Knowledge

17

Lesson 2.7: Process Characteristics

17

• It is measurable

• It delivers specific result

• Primary result are delivered to customers or stakeholders • It responds to specific events (triggers)

18

Lesson 2.8: Functions

 Function

- A team or group

of

people and the tools they use to carry

19

Lesson 2.9: Processes across the organization

19

CIO

Operations Development Project

Management Architecture Service desk Mainframe Application Website HR Applications Finance Applications Project 1 Enterprise Architecture Networks Project 2 Project 3 ©Simplilearn Solutions Pvt. Ltd. 2011

20

Lesson 2.10: Service Management Roles :

Service Owner

Service Owner :

The person who is accountable for the delivery of a specific IT Service. They are

responsible for continual improvement and management of change affecting Services under their care. Example: The owner of the Payroll Service

Responsibilities:

To act as prime Customer contact for all Service related enquiries and issues To ensure that the ongoing Service delivery and support meet agreed Customer requirements

To identify opportunities for Service Improvements, discuss with the customer and to initiate changes for improvements if appropriate.

21

Lesson 2.11: Service Management Roles :

Process Owner

21

Process Owner :

The person responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process. Example: The owner for the Availability Management Process

Responsibilities:

 Assisting with process design  Documenting the process

 Make sure the process is being performed as documented  Making sure process meetings it aims

 Monitoring and improving the process over time ©Simplilearn Solutions Pvt. Ltd. 2011

22

Lesson 2.12: Connecting with

Processes and Functions: RACI

RACI is an acronym for the four main roles of:

Responsible – the person or people responsible for getting the job done Accountable – only one person can be accountable for each task

Consulted – the people who are consulted and whose opinions are sought Informed – the people who are kept up-to-date on progress.

Activities Service owner Process Owner Security Manager IT Head Chief Architect Process Manager Create a framework for defining IT services C C C A/R C I

Build an IT service catalogue C A/R I C I I

Define SLA for critical IT services A R C R C I Monitor and report SL performance I A/R I I I R

23

Lesson 2.13: Key Terminology: Service Provider

23

Service Provider :

An Organization supplying Services to one or more Internal Customers or External Customers. Service provider is often used as an short form for IT Service provider.

There are three types of business models service providers:

Type I

Internal Service Provider

• An internal service provider that is embedded within a business unit e.g. one IT organization within each of the business units. The key factor is that the

IT Services provide a source of competitive advantage in the market space the business

exists in.

Type II

Shared Services Provider

• An internal service provider that provides shared IT service to more than one business unit e.g. one IT organization to service all businesses in an umbrella organization. IT

Services typically don’t provide a source of competitive

advantage, but instead support

effective and efficient business processes.

Type III

External Service Provider

• Service provider that provides IT services to external customers i.e. outsourcing

24

Lesson 2.14: Key Terminology: Supplier

Supplier:

A Third party responsible for supplying goods or Services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing Organizations.

Business

Service Provider

Contract:

A legally binding agreement between two or more parties to supply goods or services

Contract:

A legally binding agreement between two or more parties to supply goods or services

Lesson objectives

At the end of this lesson, you should be able to:



Understand the value of the Service Lifecycle



How the processes integrate with each other,

throughout the Lifecycle



Explain the relationship between Governance

and IT Service Management

Lesson 3.0: The Service Lifecycle

25

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Lesson 3.2: The Lifecycle Interactions

The Business / Customers Requirements Service Strategy SLP’s from Requirements Resources & Constraints Policies Strategy Service Design SDP’s Standards Architectures Solution Design Service Transition SKMS Updated Tested Solutions Transition plans

Service Operation Operational Services

Kno wled ge Mana gemen t Systems Inc lu di n g the Ser vic e Por tf oli o & Ser vic e C a talog

27

IT Governance

IT Service Management

Lesson 3.3: Relationship between

Governance and ITSM

27

Relationship between Governance and ITSM

Corporate Governance

Corporate Compliance

IT Compliance

Establishes IT policy, Standards and Principles, Assures alignment of IT strategy to corporate business strategy

Assures the design and operability of IT

policies , processes and key controls

Assures adherence to Legal, Industrial and regulatory requirements.

Ensures the provision strategy and business plans. Establishes the Corporate policies and enables strategic direction, objectives, critical success factors and key result areas.

Establishes, enables and executes the IT strategy. Establishes Operations to assure high-quality, compliant IT service

provisioning. Ensures effective key result Areas.

28

End of Module 1



What it ITIL



Process, Function, Technology



Life Cycle of Service i.e. SS,

SD, ST, SO and CSI

We are covering hereon…



Lifecycle Phases



Processes and Functions

Covered so far…

29

Module 1: Quiz

Sample question 1:

29

Which of the following is NOT one of the ITIL® 2011 core

publications?

a) Service Operation

b) Service Transition

c) Service Derivation

d) Service Strategy

©Simplilearn Solutions Pvt. Ltd. 2011

30

Module 1: Quiz

Sample question 2:

What is the RACI model used for?

a) Documenting the roles and relationships of stakeholders in a

process or activity

b) Defining requirements for a new service or process

c) Analyzing the business impact of an incident

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Module 1: Quiz

Sample question 3:

31

A service owner is responsible for which of the following?

a) Designing and documenting a Service

b) Carrying out the Service Operations activities needed to

support a Service

c) Producing a balanced scorecard showing the overall status of

all Services

d) Recommending improvements

32

Module 1: Quiz

Sample question 4:

Which of the following statements is CORRECT?

1. Only one person can be responsible for an activity

2. Only one person can be accountable for an activity

a) All of the above

b) 1 only

c) 2 only

33

Module 1: Quiz

Sample question 5:

33

Which of the following statements are CORRECT about Functions?

1. They provide structure and stability to organizations

2. They are self-contained units with their own capabilities and resources

3. They rely on processes for cross-functional coordination and control

4. They are costlier to implement compared to processes

a) 1, 2 and 3 only

b) 1, 2 and 4 only

c) All of the above

d) None of the above

34

Module 1: Quiz

Sample question 6:

Which of the following is a characteristic of every process?

1. It is measurable

2. It is timely

3. It delivers a specific result

4. It responds to a specific event

5. It delivers its primary result to a customer or stakeholder

a) 1, 2, 3 and 4 only

b) 1, 2, 4 and 5 only

c) 1, 3, 4 and 5 only

End of Module 1

35

36

Module 2

Service

Strategy

Lesson objectives

At the end of this lesson, you should be able to:

•

Understand the Goals and Objectives of Service

Strategy

Lesson 1: Service Strategy

37

38

Lesson 1.1: Service Strategy Objectives

 Shows organization how to transform Service Management into a strategic asset and then think and act in a strategic manner

Helps clarify the relationship between various services, systems or processes and the business models, strategies or objectives they support

KEY ROLE: To stop and think about WHY something has to be done, before thinking HOW.

39

Lesson 1.2: Key Strategy Questions

 The objectives of service Strategy are to 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?

39

 Process in Service Strategy:

• Demand management

• Service portfolio Management, and • Financial management

• Business Relationship Management

Lesson objectives

At the end of this lesson, you should be able to:

•

Describe basics of Value Creation through

Services

Explain Business Case

Lesson 2.0: Key concepts of service

strategy

41

Lesson 2.1 Key Principles and Models

Service Value Creation : Utility & Warranty

41

Value

Fit for Purpose ?

Fit for Use ? OR AND Performance Supported ? Constraints removed ? Available enough ? Capacity enough ? Continuous enough ? Secure Enough ? Utility Warranty ©Simplilearn Solutions Pvt. Ltd. 2011

42

Lesson 2.2: Service Value creation:

Utility & Warranty

Utility Warranty

Functionality offered by product /service as the customer views it

Promise that the product/service will meet agreed requirements

What the customer gets How it is delivered Fitness for purpose Fitness for use

Three Characteristics of warranty

>Provided in terms of availability/capacity of services >Ensures customer assets continue to receive utility, even if degraded, through major disruptions

> Ensures Security for value-creating potential of customer assets

Increases performance average

Reduces performance variation

43

Lesson 2.3: Basics of Value Creation:

Service Assets

Resources Capabilities

Financial Capital Management

Infrastructure Organization

Applications Processes

Information Knowledge

People

Service Assets – Resources and capabilities available to an organization. Resources – the IT infrastructure. People, money and others which might help to deliver an IT service; the assets of an organization.

Capabilities – ability to co-ordinate, control, deploy resources; the intangible assets of an organization.

43

44

Lesson 2.4: Service Packages

Core Services Package (Basic outcomes desired

by the customer.)

Supporting Services Package

(Enables or Enhances the value proposition ) Service Level Packages

(Defines level of utility and warranty provided by Service Package) Availability Levels Capacity Levels Security Levels

Service Features Continuity

45

Lesson 2.5: Business Case

A decision support and planning tool that projects the likely consequences of a business action

 Justification for a significant item of expenditure.

 Includes Information about costs, benefits, options, issues, risks and possible problems

Uses qualitative and quantitative terms Type Business case structure

1. Introduction – business objectives addressed

2. Methods and assumptions- boundaries of the business case

3. Business Impacts – Financial and non financial

4. Risks and Contingencies

5. Recommendations – Specific Actions

45

46

Lesson 2.6: Risk

Risk

• Risk is defined as uncertainty of outcome, whether positive opportunity or negative threat.

• There are two distinct phases. Risk Analysis and Risk Management. • Risk analysis is concerned with gathering information about exposure to

risk so that the organization can make appropriate decisions and manage risk appropriately.

• Risk management supports critical decision making process, in terms of evaluating and selecting controls.

47

Lesson 2.9: Service Management

Technology & Automation

 Automation (Tools) are extremely useful to improve utility and warranty of

services:

 Real time and historical data for analysis

 Correlation of data from multiple devices

 Service Impact analysis for prioritization

 Service Performance optimization

47

48

Lesson 2.9: Service Management

Technology & Automation

 Automation of service processes helps improve the quality of service,

reduce costs and reduce risks by reducing complexity and uncertainty, and

by efficiently resolving trade-offs.

 Some of the areas where service management can benefit from automation

 Design and modeling

 Service catalogue

 Pattern recognition and analysis

 Classification, prioritization and routing

 Detection and monitoring

49

Lesson 2.9: Service Management

Technology & Automation

 Service Management Tools functionality include:

 Self Help: a web front-end offering a menu-driven range of Self-Help and

Service Requests – with a direct interface into the back-end process-handling software.

 Workflow or Process Engine: should allow responsibilities, activities,

timescales, escalation paths and alerting to be pre-defined and then automatically managed.

 Integrated CMS: CIs, Relationships, Records related to incidents,

problems, KE & Change

 Discovery/Deployment technology: populate or verify CMS data, assist

in license management, ability to deploy new software at target locations

49

50

Lesson 2.9: Service Management

Technology & Automation

 Service Management tools functionality include (contd.)

 Remote Control: allow relevant support groups to take control of the user

desktops

 Diagnostic scripts & utilities  Reporting & Dashboards

Lesson objectives

At the end of this lesson, you should be able Objectives

and basic concepts of the four processes in Service

Strategy:



Demand Management,



Service Portfolio Management



Financial Management



Business Relationship Management

Lesson 3.0: Service Strategy

Process

51

52

Lesson 3.1: Demand Management: Objectives

The primary objective of Demand Management is to assist the IT Service Provider in understanding and influencing Customer demand for services and the provision of Capacity to meet these demands.

Other objectives include:

• Identification and analysis of Patterns of Business Activity (PBA) and user profiles (UP) that generate demand.

• Utilizing techniques to influence and manage demand in such a way that excess capacity is reduced but the business and customer requirements are still satisfied.

53

Lesson 3.2: Managing Demand for Services

53 Service Process Demand Pattern Service Belt Delivery Schedule Demand Management Capacity Management Plan Patterns of Business Activity ©Simplilearn Solutions Pvt. Ltd. 2011

54

Lesson 3.3: PBA and UP

 Pattern of Business Activity (PBA)

 Workload profile of one or more business activities

 Varies over time

 Represents changing business demands

 User Profile

 Pattern of user demand for IT services

55

Lesson 3.4: What is a Service Portfolio?

Service Portfolio

55 Service Portfolio Customer 2 Market Space 2 Service Improve -ment Plan Third Party Services Market Space 1 Customer 1 Customer 3 Market Space 3

The Service Portfolio represents the

commitments and

investments made by a service provider across all customers and market spaces.

It also includes the ongoing service

improvement plans and third party services.

56

Retired Services

Lesson 3.5: Components of Service Portfolio

Service Operations Third Party Catalog Service Design Customers Market Spaces Continual service Improvement Service Pipeline Service Catalog Service Portfolio Service Transition Return on Assets earned during Service

Components of Service

57

Lesson 3.6: Financial Management:

Goals and Objectives

57 Business IT Business Opportunities Technology Capabilities Financial Management ©Simplilearn Solutions Pvt. Ltd. 2011

58

Lesson 3.7: Financial Management: Activities

Activities

Budgeting

Accounting

Chargeback

Predicting the expected future requirements for funds to deliver the agreed upon services and monitoring adherence to the defined budgets.

Enables the IT organization to account fully for the way its money is spent.

59

Lesson 3.8: Financial Management: Benefits

Benefits

59

• Enhanced decision making. • Increased speed of change.

• Improved Service Portfolio Management. • Financial compliance and control.

• Improved operational control.

• Greater insight and communication of the value created by IT services.

• Increased visibility of IT leading to increased perception of IT ©Simplilearn Solutions Pvt. Ltd. 2011

60

Lesson 3.9: Business Relationship

Management: Purpose

The purpose of Business Relationship Management are

• To establish and maintain relationship between the service provider and customer

• To identify customer needs and ensure that the service provider is able to meet these needs

61

Lesson 4.0: Business Relationship Activities

61

Following are the two key activities

• Being the voice of the service provider to the customer • Being the voice of the customer to the service provider

62

Lesson 4.1:Business Relationship Mgmt:

Role – Business Relationship Manager

• Responsible for the interaction and the communication with customers

• Could easily combine with the Service level Manager to create seamless conduit from customer to service provider capabilities used to ensure value

End of Service Strategy Module

63

• Objectives and Key concepts of Service Strategy • Service Strategy processes.

64

Module 2: Quiz

Question 1:

Which ITIL® process is responsible for drawing up a charging

system ?

a) Availability Management

b) Capacity Management

65

Module 2: Quiz

Question 2:

65

A Service Level Package is best described as?

a) A description of customer requirements used to negotiate a

Service Level Agreement

b) A defined level of utility and warranty associated with a core

service package

c) A description of the value that the customer wants and for

which they are willing to pay

d) A document showing the Service Levels achieved during an

agreed reporting period

66

Module 2: Quiz

Question 3:

The utility of a service is best described as:

a) Fit for design

b) Fit for purpose

c) Fit for function

d) Fit for use

67

Module 2: Quiz

Question 4:

67

The contents of a service package include:

a) Base Service Package, Supporting Service Package, Service

Level Package

b) Core Service Package, Supporting Process Package, Service

Level Package

c) Core Service Package, Base Service Package, Service

Support Package

d) Core Service Package, Supporting Services Package, Service

Level Packages

68

Module 2: Quiz

Question 5:

Setting policies and objectives is the primary concern of which of

the following elements of the Service Lifecycle?

a) Service Strategy

b) Service Strategy and Continual Service Improvement

69

Module 2: Quiz

Question 6:

69

Which of the following questions does guidance in Service Strategy

help answer?

1: What services should we offer and to whom?

2: How do we differentiate ourselves from competing alternatives?

3: How do we truly create value for our customers?

a) 1 only

b) 2 only

c) 3 only

d) All of the above

70

Module 3

Service

Design

Lesson objectives

At the end of this lesson, you should be able to:

•

Understand the Goals and Objectives of

Service Design

•

Understand the Value Service Design

provides to the Business.

Lesson 1.0 Service Design

71

72

Lesson 1.1: Service Design Objectives

 To convert the strategic objectives defined during Service Strategy

into Services and Service Portfolios.

 To use a holistic approach for design to ensure integrated

end-to-end business related functionality and quality.

 To ensure consistent design standards and conventions are

73

Lesson 1.2: Value to Business

73

 Reduced Total Cost of Ownership (TCO)  Improved quality of service

 Improved consistency of service

 Easier implementation of new or changed services  Improved service alignment

 More effective service performance  Improved IT governance

 More effective Service Management and IT processes  Improved information and decision-making

Lesson objectives

At the end of this lesson, you should be able to:

•

Understand the importance of People, Processes,

Products and Partners for Service Management.

•

Understand the five major aspects of Service

Design.

Lesson 2.0: Service Design Key

Concepts

75

Lesson 2.1: 4 P’s in Service Management

75

People

Products

Partners

Processes

IT Service Management

• Skills • Organisation • Experience • Suppliers • Manufacturers • Vendor • Services • Technology • Tools • Activities • RACI • Dependencies ©Simplilearn Solutions Pvt. Ltd. 2011

76

Lesson 2.2: Major Aspects of Service Design

 New or Changed Service Solutions Design  Service Management systems and tools design  Technology and Management architectures design  Processes design

77

Lesson 2.3: Service Design Package

77

Defines all aspects of an IT Service and its requirements through each stage of its lifecycle. A service Design package is produced for every new IT service, a major change or for retiring a service.

Business requirements Service Transition Plan Service Program Organisational Readiness Service Design &

Topology Service Acceptance Criteria Service Operational Acceptance Plan Service Level Requirements Service Functional Requirements Service Contacts

Service Applicability

Contents of a

Service Design

Package

Lesson objectives

At the end of this lesson, you should be able to:

• State the Objectives and basic concepts of the following processes

• Service Catalog Management • Service Level Management • Supplier Management • Capacity Management

Availability Management

Lesson 3.0: Service Design

Processes

79

Lesson 3.1: Service Catalogue

Management: Objectives

79

Objectives • To provide a single source of consistent

information on all of the agreed services, and ensure that it is widely available to those who are approved to access it.

• To ensure that a Service Catalog is produced, maintained, and kept current, containing accurate information on all operational services and those being prepared to be run operationally.

Key terms • Business Service Catalog • Technical Service Catalog

80

Lesson 3.2: Service Catalogue

Management: Key Terms

Business Service Catalog Details of all the IT services delivered to the customer, together with relationships to the business units and the business process that rely on the IT services. This is the customer view of the Service Catalogue.

Technical Service Catalog Contains the details of all the IT services delivered to the customer, together with relationships to the

supporting services, shared services, components and CIs necessary to support the provision of the service to the business.

81

Lesson 3.3: Service Level Management:

Objectives

81

Objectives • To ensure an agreed level of IT service is provided for all current IT services, and future services have an achievable target.

• To define , document, agree on, monitor measure, report and review the level of IT services provided.

• To provide and improve the relationship and communication with the business and customers. • Proactive measures to improve the levels of

service delivered are implemented in a cost-justified manner.

Key terms • Service Level requirements (SLR’s), Service Catalog, Service Level Agreement (SLA), Operational Level Agreement (OLA), Underpinning contract (UPC)

82

Continual Service Improvement Service Design

Lesson 3.4: Service Level Management:

Process Activities

Design and Plan SLA’s Negotiate & Agree Determine and Document Requirements Monitor Service Performance Produce Service Reports Negotiate & Agree

83

Lesson 3.5: Service Level Management:

Terminology

83

Service Level

requirements (SLR) • Detailed recording of the Customer’s needs, forming the basis for design criteria for a new or modified service.

Service Catalog • A written statement of available IT services, default levels, options, prices and identification of which business processes or customers use them.

Service Level Agreement (SLA)

• An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level targets, and specifies the responsibilities of the IT Service Provider and the Customer.

Operational Level Agreement (OLA)

• Internal agreement with another function of the same organization which supports the IT service provider in their delivery of services.

Underpinning Contract (UPC)

• Contract with an external supplier that supports the IT organization in their delivery of services.

SLAM Chart

• A Service Level Agreement Monitoring(SLAM) Chart is used to help monitor and report achievements against Service Level Targets.

84 Storage Services Email Services Network Services Storage Services

Service Desk Hardware Software Applications Storage IT Infrastructure

OLA

Lesson 3.6: Service Level Management:

Key Terms Illustrated

Payroll Business Business Process Process Business Process S L A U U U

85

Lesson 3.7: Service Level Management:

Designing SLA Structures

85

Customer A Customer B Customer C

Service X (Tea) Service Y (Coffee) Service Z (Juice) Service Based Customer Based Corporate Customer A Customer B Service X (Tea) Service Y (Coffee) Service Z (Juice) Corporate Level SLA

Customer Level SLA

Service Level SLA

Customer Based vs. Service Based SLA’s Multi Level SLA’s

86

Lesson 3.8: Service Level Management:

SLA Content

• Introduction to the SLA. • Service description • Mutual Responsibilities • Scope of SLA

• Applicable Service Hours • Service Availability

• Reliability

• Customer Support Agreements

• Relationship and Escalation contacts • Service Performance Metrics

• Security

• Costs and Charging Mechanisms.

Service Level Agreement for Service XYZ

87

Lesson 3.9: Supplier Management: Objectives

87

Objectives • To manage suppliers and the services they supply, to provide seamless quality of IT service to the

business and ensure that value for money is obtained.

• Ensure that underpinning contracts and agreements with suppliers are aligned to business needs.

• Manage relationships with suppliers.

• Negotiate and agree contracts with suppliers. • Manage supplier performance.

• Maintain a supplier policy and a supporting Supplier and Contract Database (SCD).

Key terms • Supplier and Contract Database (SCD)

88

Lesson 3.10: Supplier Management:

Supplier and Contract Database

Supplier & Contract Database (SCD) Supplier and Contracts Evaluation Establish new suppliers and Contracts

Supplier & Contract Management &

Supplier categorization and Maintenance of the SCD Supplier

Strategy & Policy

89

Lesson 3.11: Supplier Management:

Relationship with Service Level Management

89

Service Level

Management

Supplier

Management

Service Level Agreements (SLA) Underpinning Contracts (UC’s) External Suppliers

Supplier Management

To ensure the UC’s are aligned with SLR’s and SLA’s by managing

relationships with Supplier.

90

Lesson 3.12: Capacity Management:

Objectives

Objectives • To ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner.

• Produce and maintain an appropriate and up-to-date Capacity Plan.

• Provide advice and guidance to the business and IT on all capacity and performance-related issues • Ensure that service performance achievements meet

or exceed all of their agreed performance targets.

91

Lesson 3.13: Capacity Management:

A Balancing Act

91

Supply

• Resources • Components

Demand

• Performance Capacity Cost ©Simplilearn Solutions Pvt. Ltd. 2011

92

Lesson 3.14: Capacity Management:

Process Activities

Review Current Capacity and Performance

Plan new Capacity

Capacity performance reports & data Forecasts Capacity Plans Capacity Management Information System (CMIS)

Assess, Agree & Document new Improve Current service and component capacity

93

Lesson 3.15: Capacity Management:

Sub Process

93

Business Capacity Management

• Translates business needs and plans into

requirements for service and IT infrastructure,

ensuring that the future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion.

Service Capacity Management

• Management, control and prediction of the end-to-end performance and capacity of the live,

operational IT services usage and workloads. • Ensure that the performance of all services, as

detailed in service targets within SLAs and SLRs, is monitored and measured, and that the collected data is recorded, analyzed and reported.

Component Capacity Management

• Management, control and prediction of the

performance, utilization and capacity of individual IT technology components.

94

Lesson 3.16: Availability Management

Process: Objectives

Objectives • To ensure that the level of Service Availability delivered in all services is matched to or exceeds the current and future business requirements, in a cost-effective manner.

• To provide a point of focus and management for all availability-related issues.

• Produce and maintain an appropriate and up-to-date Availability Plan.

• Ensure that proactive measures to improve the

availability of services are implemented wherever it is cost-justifiable to do so.

Key terms • Availability, Reliability, Maintainability, Serviceability

95

Lesson 3.17: Availability Management:

Key Terms explained

95

Availability

• The percent time of agreed service hours the

_{component or service is available.}

Reliability

• A measure of how long a component or IT

Service can perform its agreed operation

without interruption.

Maintainability

• A measure of how quickly and effectively a

component or IT Service can be restored to

normal working after a Failure.

Serviceability

• The ability of a Third-Party Supplier to meet

the terms of its Contract. This Contract will

include agreed levels of Reliability,

Maintainability or Availability for an IT service

or component.

96

Lesson

3.18: Availability Management:

Key Terms explained..contd.

Vital business

Functions

(VBF’s)

• The business critical elements of the business

process supported by an IT Service.

• Typically this will be where more effort and

investments will be spent to protect these vital

business functions.

Service

Availability

• All aspects of service availability and

unavailability and the impact of component

availability, or the potential impact of

component unavailability on service

availability.

97

Do

wntim

e

Lesson 3.19: Availability Management:

Expanded Incident Lifecycle

97

Uptime

Uptime

Time to detect Time to Record Time to Diagnose Time to Repair Time to Recover Time to Restore Inc iden t 1 In cid ent 2 Detec t R ec ord Dia gnose R ep air ed R ec ov er ed R esto red

Mean Time to Restore Service (MTRS)

Mean Time to between system incidents (MTBSI)

Mean Time Between

Failures (MTBF)

98

Lesson 3.20: IT Service Continuity

Management: Objectives

Objectives • To support the overall Business Continuity

Management (BCM) process by ensuring that the required IT technical and service facilities (including computer systems, networks, applications, data

repositories, telecommunications, environment,

technical support and Service Desk) can be resumed within required, and agreed, business timescales. • Maintain a set of IT Service Continuity Plans and IT

recovery plans that support the overall Business Continuity Plans (BCPs) of the organization.

Key terms • Business Continuity Planning (BCP) • Business Impact Analysis (BIA)

99

Lesson 3.21: IT Service Continuity

Management: Key Terms Explained

99

Business Continuity Management (BCM)

• Strategies and actions to take place to continue Business Processes in the case of a disaster. • It is essential that the ITSCM strategy is

integrated into and a subset of the BCM strategy.

Business Impact Analysis (BIA)

• Quantifies the impact loss of IT service would have on the business.

• Identifies the most important services to the organisation and is therefore critical input to Strategy

Vital Business Functions (VBF’s)

• The business critical elements of the business process supported by an IT Service.

• Typically this will be where more effort and investments will be spent to protect these vital business functions.

100

Lesson 3.22: IT Service Continuity

Management: Key Terms Explained..contd

Risk

• Possibility of an event occurring that could cause harm or loss, or affect the ability to achieve

Objectives.

• A Risk is measured by the probability of a Threat, the Vulnerability of the Asset to that Threat, and the Impact it would have if it occurred.

Risk

Assessment

• Identification & Evaluation of Assets, Threats

and Vulnerabilities that exist to business

processes, IT services, IT infrastructure and other assets.

cost-101

Lesson 3.23: IT Service Continuity

Management: Lifecycle Activities

101 Initiation Requirements & Strategy Implementation On Going Operations Business Continuity Strategy Business Continuity Plans Invocation ©Simplilearn Solutions Pvt. Ltd. 2011

102

Lesson 3.24: Information Security

Management: Objectives

Objectives • To align IT security with business security and ensure that information security is effectively managed in all service and IT Service Management activities. • To protect the interests of those relying on

information, and the systems and communications that deliver the information, from harm resulting from failures of availability, confidentiality and integrity.

103

Lesson 3.25: Information Security

Management: Key Terminology

103 Confidentiality

• Protecting information against unauthorized access and use.

• Examples: Passwords, swipe cards, firewalls

Integrity

• Accuracy, completeness and timeliness of services, data information, systems and physical locations. • Examples: Rollback mechanisms, test procedures,

audits.

Availability

• The information should be accessible at any agreed time. This depends on the continuity

provided by the information processing systems. • Examples: UPS, resilient systems, Service desk

hours

104

Lesson 3.26: Information Security

Management: Security Framework

Information Security Framework

Information Security Strategy Information Security Organisation

Information Security Management System

Information Security Policy

Information Security Controls

Information Security Processes

Management of Security Risks

> Communications Strategy > Training & Awareness Strategy

105

Lesson 3.27: Information Security

Management: Security Policy

105

 An overall Information Security Policy  Use and misuse of IT assets policy  Access control policy

 Password control policy  E-mail policy

 internet policy  Anti-virus policy

 Information classification policy  Document classification policy  Remote access policy

 Policy for supplier access of IT service, information and components

 Asset disposal policy.

Audience for

Security Policy

• These policies

should be widely

available to all

customers and

users, and their

compliance should

be referred to in

all SLRs, SLAs,

contracts and

agreements.

Security Policy Contains….

106

Lesson 3.28: Information Security Mgmt:

Information Security Management System (ISMS

)

Interested Parties (Customers, Suppliers etc.) Interested Parties (Customers, Suppliers etc.) • Awareness, Classification • Personnel Security • Physical Security • Systems Security • Security Incident Procedures • Service level Agreements (SLA’s) • Underpinning Contracts (UC’s) • Operational level agreements (OLA’s)

• Policy Statements Plan Implement

Evaluate Maintain Information Security Requirements & Expectations Managed Information Security Control • Organize • Establish framework • Allocate responsibilities

107

107

Design Coordination main objectives are

• Ensuring consistent design of services

• Coordination of all design activities across projects • Maintaining Governance

Lesson 3.29: Design Coordination - Objectives

108

Some aspects of the governance that Design Coordination can bring includes

• Assisting and supporting each project through all the activities and processes

• Maintaining policies and guidelines for service design activities • Planning and forecasting of the resources for future demand

• Ensuring that all the requirements are appropriately addressed in service designs

109

109

• Service Design Package

• Service Design Policy

Lesson 3.31: Design Coordination - Keywords

End of Module 3

110

Service Design :Quiz

111

112

Module 3 : Quiz

Question 1:

Which of the following is NOT one of the five individual aspects of

Service Design?

A. The design of the Service Portfolio, including the Service

Catalogue

B. The design of new or changed services

C. The design of Market Spaces

113

Module 3 : Quiz

Question 2:

113

Which of the following is MOST concerned with the design of new

or changed services?

A. Change Management

B. Service Transition

C. Service Strategy

D. Service Design

©Simplilearn Solutions Pvt. Ltd. 2011

114

Module 3 : Quiz

Question 3:

Implementation of ITIL Service Management requires preparing

and planning the effective and efficient use of:

A. People, Process, Partners, Suppliers

B. People, Process, Products, Technology

C. People, Process, Products, Partners

115

Module 3 : Quiz

Question 4:

115

What is the MAIN goal of Availability Management?

A. To monitor and report availability of components

B. To ensure that all targets in the Service Level Agreements

(SLAs) are met

C. To guarantee availability levels for services and components

D. To ensure that service availability matches or exceeds the

agreed needs of the business

116

Module 3 : Quiz

Question 5 :

The Information Security Policy should be available to which

groups of people?

A. Senior business managers and all IT staff only

B. Senior business managers, IT executives and the Information

Security Manager only

117

Module 3 : Quiz

Question 6 :

117

Which of the following are activities that would be carried out by

Supplier Management?

1: Management and review of Organisational Level Agreements (OLAs)

2: Evaluation and selection of suppliers

3: Ongoing management of suppliers

A. 1 and 2 only

B. 1 and 3 only

C. 2 and 3 only

D. All of the above

118

Module 4

Service

Transition

Lesson objectives

At the end of this lesson, you should be able to:

•

Understand the Goals and Objectives of

Service Transition

•

Explain What value Service Transition

provides to the Business

Lesson 1.0: Service Transition

2

120

Lesson 1.1: Service Transition Goals

 Assure proposed changes in the Service Design package are realized.  Plan for and Implement the Deployment of Releases for New or Changed Services.

 Test Releases so as to minimize the possibility of undesirable impact to the Production environment.

 Retire or Archive Services.

KEY ROLE: To move Services from Design to Operations, without impacting the ongoing Services

121

Lesson 1.2: Service Transition Objectives

•Plan and manage the resources to establish successfully a new or changed service into production within the predicted cost, quality and time estimates.

•Ensure there is minimal unpredicted impact on the production services, operations and support organization.

•Increase the customer, user and Service Management staff satisfaction with the Service Transition practices including deployment of the new or changed service, communications, release documentation, training and knowledge transfer.

•Increase proper use of the services and underlying applications and technology solutions.

4

122

Lesson 1.3: Value to Business

• The capacity of the business to respond quickly and adequately

to changes in the market improves.

• Changes in the business as a result of takeovers, contracting,

etc. are well managed.

• More successful changes and releases for the business.

• Better compliance of business and governing rules.

• Less deviation between planned budgets and the actual costs

• Better insight into the possible risks during and after the input of

Lesson objectives

At the end of this lesson, you should be able to:

•

Understand Configuration Item

•

Understand Configuration Management System

Lesson 2.0: Service Transition: Key

Principles and Models

5

124

Lesson 2.2: Configuration Item (CI)

124

Anything that needs to be managed in order to deliver an IT Service.

CI information is recorded in the Configuration Management System.

CI information is maintained throughout its lifecycle by Configuration Management.

All CIs are subject to Change Management control.

125

Lesson 2.3: Configuration Management

System (CMS)

125 • Information about all Configuration Items

CI may be entire service, or any component Stored in 1 or more databases (CMDBs)

• CMS stores attributes

Any information about the CI that might be needed

• CMS stores relationships Between CIs

With incident, problem, change records etc.

• CMS has multiple layers

Data sources and tools, information integration, knowledge processing (scorecards, dashboards etc.), presentation

Lesson objectives

At the end of this lesson, you should be able to understand

Objectives and basic concepts of the four processes in

Service Transition:

• Transition, Planning and Support

• Change Management

• Service Asset and Configuration Management

• Release and Deployment management, And

Lesson 3.0: Service Transition

Processes

Lesson objectives

At the end of this lesson, you should be able to:

•

State the Goals, Objectives and basic

concepts of Transition, Planning and Support

Lesson 3.0.1: Transition, Planning and

Support

127

128

Lesson 3.0.2:Transition, Planning and

Support- Goals and Objectives

The Objectives of Transition, Planning and Support are • Successful Planning and coordination of resources • Ensuring common framework

• Proper planning for aligning customer and business change projects with Service Transition plans

129

Lesson 3.0.3:Transition, Planning and

Support Activities- Purpose

129

The purpose of the Transition, Planning and Support activities are: • Planning appropriate capacity and resources

• Provide support for the Service Transition teams and people • Integrity of changes with all other Service Transition processes

• Coordination of activities across projects, suppliers and service teams

Lesson objectives

At the end of this lesson, you should be able to:

•

State the Goals, Objectives and basic

concepts of Change Management

Lesson 3.1: Change Management

130

131

Lesson 3.2: Change Management :

Goals and Objectives

Goals and Objectives:

131

Respond to changing business requirements

• Respond to Business and IT requests to align Services with business needs.

• Ensuring Changes are introduced in a controlled manner. • Optimize business risk

• Implement changes successfully

• Implement changes in times that meet business needs • Use standard processes

• Record all changes

132

Lesson 3.3: Change Management : Scope

Scope

Addition, Modification or Removal of

Any Service or Configuration Item or associated documentation Including

Strategic, Tactical and Operational changes Excluding

Business strategy and process