ITIL
®
V3 FOUNDATION CERTIFICATION
E-LEARNING COURSE
Ver. 1.0
ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's Office of Government Commerce (OGC) in United kingdom and other countries
ITIL
®
V3 Foundation Course Objectives
At the end of the course, you should be able to
Discuss the ITIL v3 qualification scheme
Explain the practice of Service Management
Describe Service Lifecycle
Identify key principles and models of ITIL V3
Define generic concepts in ITIL v3
Discuss the processes, roles and functions in ITIL V3
Summarize the use of technology with ITIL V3
Successfully clear your ITIL v3 foundation exam.
2ITIL
®
V3 Foundation Course Agenda
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
Module 1
Introduction
To Service
Management
Lifecycle
4Lesson 1.0: What is ITIL ?
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.
De-Facto Industry Standard
5Lesson 1.1: ITIL V3 Components
Lesson 1.2: ITIL Core Publications
Each lifecycle phase of ITIL V3 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
Lesson 1.3: ITIL V3 Qualification Scheme:
Credits System
Lifecycle Modules Service Strategy Service Design Service Transition Service OperationContinual Service Improvement
Capability Modules
Operational Support and Analysis (OSA) Planning Protection & Optimization (PPO) Release Control and Validation (RCV) Service Offerings & Agreements (SOA)
http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp
Lesson 1.4: ITIL V3 Foundation Exam Format
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 ? Prometric Centers, visit www.prometric.com, Exam Code: EX0-101
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
The role of IT Governance across the Service Lifecycle
Lesson 2.0: Principles of IT Service
Management
Lesson 2.1: ITIL is presented as Good
Practice. What are good Practices?
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
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
Free and publicly available
Labor market skills easy to find
Owners expect compensation
Lesson 2.3: What is a Service?
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.
Lesson 2.4: What is a Service Management?
Business Outcomes
Customer Assets
Services
Service Assets
Capabilities
Resources
Performance
Value
Capabilities ResourcesA5 Management Financial Capital
A4 Organization Infrastructure A3 Processes Applications A2 Knowledge Information A1 People Ser vice Manag ement 14
Lesson 2.5: Process, Functions and Roles
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
Lesson 2.6: A Basic Process
Activity 1 Activity 2 Activity 3 Process Customer SuppliersService Control & Quality Trigger Desired Outcome Data, Information and Knowledge 16
Lesson 2.7: Process Characteristics
•
It is measurable
•
It delivers specific result
•
Primary result are delivered to customers or stakeholders
•
It responds to specific events (triggers)
17Lesson 2.8: Functions
Function
- A team or group of people and the tools they use to carry out
one or more processes or activities
Lesson 2.9: Processes across the organization
CIO
Operations Development Project
Management Architecture Service desk Mainframe Application Website HR Applications Finance Applications Project 1 Enterprise Architecture Networks Project 2 Project 3 19
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.
To liaise with the appropriate Process Owners throughout the Service Management lifecycle
To solicit required data, statistics and reports for analysis and to facilitate effective Service monitoring and performance
Lesson 2.11: Service Management Roles :
Process Owner
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
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.
Example RACI matrix
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
Review SLAs, OLAs and UCs A R C R I R
Review and Update IT service catalogue C A/R I C I C
Create service improvement Plan I A/R I C C R
Lesson 2.13: Key Terminology: Service
Provider
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
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
Supplier
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
Fig: A Basic value Chain 24
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
Lesson 3.1: Lifecycle Components
Service
Strategy Service Design TransitionService OperationsService
Continual Service Improvement
IT Financial Management Service Portfolio Mgmt Demand Management Strategy Generation Capacity Management Service Catalog Mgmt
Service level Management Availability Management Supplier Management
Information Security Management
IT Service Continuity Management
Service Asset & Configuration Management Change Management
Transition Planning & Support Validation & Testing Management
Service Knowledge Management
Evaluation Management
Release & Deployment Management
Incident Management Request Fulfillment Event Management Problem Management Infrastructure Mgmt Service Desk Access Management IT Operations Mgmt Facilities Mgmt Application Mgmt
Service Improvement Service Reporting Service Measurement & Analysis Service level Management
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
Operations Plan
Continual Service
Improvement Improvement
Plans & Actions
Ser vice Kno w ledge Mana gement Systems (SKMS) Including the Ser vice P or tf olio & Ser vice Ca talog 27
IT Governance
IT Service Management
Lesson 3.3: Relationship between
Governance and ITSM
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.
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
Tools used for ITSM
But before that a quiz !
Covered so far…
Module 1: Quiz
Sample question 1:
Which of the following is NOT one of the ITIL® core publications?
a) Service Operation
b) Service Transition
c) Service Derivation
d) Service Strategy
30Module 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
d) Creating a balanced scorecard showing the overall status of
Service Management
Module 1: Quiz
Sample question 3:
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
32Module 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
d) None of the above
33Module 1: Quiz
Sample question 5:
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
34Module 1: Quiz
Sample question 6:
Which off 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
d) All of the above
35End of Module 1
Module 2
Service
Strategy
37Lesson objectives
At the end of this lesson, you should be able to:
•
Understand the Goals and Objectives of Service
Strategy
Lesson 1: Service Strategy
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.
Lesson 1.2: Key Strategy Questions
9
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?
9
Process in Service Strategy:
•
Demand management
•
Service portfolio Management, and
•
Financial 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
Value
Fit for Purpose ?
Fit for Use ?
OR AND Performance Supported ? Constraints removed ? Available enough ? Capacity enough ? Continuous enough ? Secure Enough ? Utility Warranty 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
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.
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 Service Support
Continuity
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
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.
•
Management of risk covers a wide range of topics, including business
continuity
management
(BCM),
security,
program/Project
risk
management and operational service management.
Lesson 2.7: What is a Service Portfolio?
Service Portfolio
Service Portfolio Customer 2 Market Space 2 Service Improve-ment Plan Third Party Services Market Space 1 Customer 1 Customer 3 Market Space 3The 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.
Retired Services
Lesson 2.8: Components of Service Portfolio
Service Operations
Common Pool of resources
Third Party Catalog Service Design Customers Market Spaces Continual service Improvement Service Pipeline Service Catalog Service Portfolio Service Transition Resources Released Return on Assets
earned during Service Operations Resources Engaged Components of Service Portfolio 49
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
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
Optimization.
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
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 two processes in Service
Strategy:
9
Demand Management, and
9
Financial Management.
Lesson 3.0: Service Strategy Process
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.
Lesson 3.2: Managing Demand for Services
Service Process Demand Pattern Service Belt Delivery Schedule Demand Management Capacity Management Plan Patterns of Business Activity 56Lesson 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
Each user profile includes one or more PBAs
Lesson 3.4: Financial Management: Goals
and Objectives
Business
IT
Business Opportunities Technology Capabilities Financial Management 58Lesson 3.5: 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.
Charging customers for their use of IT Services.
Demand Modeling
Working with the process of Demand Management
to anticipate usage of services by the business and
the associated financial implications of future
service demand.
Lesson 3.6: Financial Management:
Benefits
Benefits
•
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
End of Module 2
•
Objectives and Key concepts of Service Strategy
•
Service Strategy processes.
Module 2: Quiz
Question 1:
Which ITIL® process is responsible for drawing up a charging
system ?
a)
Availability Management
b) Capacity Management
c) Financial Management for IT Services
d) Service Level Management
Module 2: Quiz
Question 2:
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
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
Module 2: Quiz
Question 4:
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
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
c) Service Strategy, Service Transition and Service Operation
d) Service Strategy, Service Design, Service Transition, Service
Operation and Continual Service Improvement
Module 2: Quiz
Question 6:
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
67Module 3
Service
Design
68Lesson 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
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 followed in all services and processes being
designed.
Lesson 1.2: Value to Business
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.
•
Explain Service Design Package
Lesson 2.0: Service Design Key
Concepts
Lesson 2.1: 4 P’s in Service Management
Processes
IT Service Management
• Skills • Organisation • Experience • Suppliers • Manufacturers • Vendor • Services • Technology • Tools • Activities • RACI • Dependencies 73Lesson 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
Measurement systems design
74Lesson 2.3: Service Design Package
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
• IT Service Continuity Management • Information Security Management
Lesson 3.0: Service Design
Processes
Lesson 3.1: Service Catalogue
Management: Objectives
Objectives
• To provide a single source of consistentinformation 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 CatalogLesson 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 thesupporting services, shared services, components and CIs necessary to support the provision of the service to the business.
Lesson 3.3: Service Level Management:
Objectives
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)Continual Service Improvement Service Design
Lesson 3.4: Service Level Management:
Process Activities
Design and Plan SLA’s Negotiate & Agree SLA Improvement Determine and Document Requirements Monitor Service Performance Produce Service Reports Conduct Service review and Instigate Service Improvement Negotiate & Agree 80Lesson 3.5: Service Level Management:
Terminology
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.
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
External Supplier
U P C U P C U P COLA OLA OLA
Lesson 3.7: Service Level Management: Designing
SLA Structures
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
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
Lesson 3.9: Supplier Management:
Objectives
Objectives
• To manage suppliers and the services they supply, to provide seamless quality of IT service to thebusiness 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)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 &
performance
Contract Renewal And/or
termination Supplier categorization and
Maintenance of the SCD
Supplier Strategy & Policy
Lesson 3.11: Supplier Management: Relationship
with Service Level Management
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.
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.
Key terms
• Capacity plan/ CMIS• Business capacity management • Service capacity management
• Resource/Component capacity management
Lesson 3.13: Capacity Management: A
Balancing Act
Supply
• Resources
• Components
Demand
• Performance
Capacity Cost 89Lesson 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 Requirements & Capacity
Improve Current service and component capacity
Lesson 3.15: Capacity Management: Sub
Process
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.
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• Vital business Functions (VBF)
• Expanded Incident Lifecycle & MTRS, MTBF, MTBSI
Lesson 3.17: Availability Management:
Key Terms explained
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.
93Lesson 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.
Component
Availability
• All aspects of component availability and
unavailability.
Do
wntime
Lesson 3.19: Availability Management:
Expanded Incident Lifecycle
Uptime
Uptime
Time to detect Time to Record Time to Diagnose Time to Repair Time to Recover Time to RestoreIncident 1 Detect Reco Incident 2
rd Dia gnose Re pa ir ed Re co ve re d Re st or ed
Mean Time to Restore Service (MTRS)
Mean Time to between system incidents (MTBSI)
Mean Time Between
Failures (MTBF)
Lesson 3.20: IT Service Continuity
Management: Objectives
Objectives
• To support the overall Business ContinuityManagement (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)• Business Continuity Management (BCM) • Risk Analysis
Lesson 3.21: IT Service Continuity
Management: Key Terms Explained
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.
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.
Risk
Management
• Identifying appropriate risk responses or
cost-justifiable countermeasures to combating
identified risks.
98Lesson 3.23: IT Service Continuity
Management: Lifecycle Activities
Initiation Requirements & Strategy Implementation On Going Operations Business Continuity Strategy Business Continuity Plans Invocation 99
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 oninformation, and the systems and communications that deliver the information, from harm resulting from failures of availability, confidentiality and integrity.
Key terms
• Availability, Confidentiality, Integrity • Information Security policy• Information Security Management System (ISMS)
Lesson 3.25: Information Security
Management: Key Terminology
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
101Lesson 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
Lesson 3.27: Information Security
Management: Security Policy
9 An overall Information Security Policy 9 Use and misuse of IT assets policy 9 Access control policy
9 Password control policy 9 E-mail policy
9 internet policy 9 Anti-virus policy
9 Information classification policy 9 Document classification policy 9 Remote access policy
9 Policy for supplier access of IT service, information and components
9 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….
Lesson 3.28: Information Security Management:
Information Security Management System (ISMS
)
Interested Parties (Customers, Suppliers etc.) Interested Parties (Customers, Suppliers etc.) • Internal audit • External audit • Self assessments • Security Incidents • Learn • Improve • Plan • Implement • 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 104
End of Module 3
Service Design :Quiz
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
D. The design of the technology architecture and management
systems
Module 3 : Quiz
Question 2:
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
108Module 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
D. People, Products, Technology, Partners
109Module 3 : Quiz
Question 4:
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
110Module 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
C. All customers, users and IT staff
D. Information Security Management staff only
111Module 3 : Quiz
Question 6 :
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
112Module 4
Service
Transition
113Lesson 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
114
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
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.
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
a service into production.
•
Higher productivity of customer staff
117Lesson objectives
At the end of this lesson, you should be able to:
•
Understand the V Model of Service Transition
•
Understand Configuration Item
•
Understand Configuration Management System
Lesson 2.0: Service Transition: Key
Principles and Models
Lesson 2.1: Service V Model
Ser
vice T
ransition
–
V Model
119Lesson 2.2: Configuration Item (CI)
9Anything that needs to be managed in order to deliver an IT Service. 9CI information is recorded in the Configuration Management System.
9CI information is maintained throughout its lifecycle by Configuration Management. 9All CIs are subject to Change Management control.
CIs typically include
IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs
Lesson 2.3: Configuration Management
System (CMS)
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:
•
Change Management
•
Service Asset and Configuration Management
•
Release and Deployment management, And
•
