Version 3.3 ITIL – IT Service Management An overview program for IT Service Management good practices

Version 3.3 ITIL Practices for Service Management ITSM/ITIL

What is ITSM & what’s the Value? ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services. ITSM is business-aligned and maintains a holistic Service Lifecycle approach.

Good Practice Organizations can benchmark themselves against peers and seek to close gaps in capabilites by adopting ‘good practices’ in wide industry use. There are several sources for good practices including: Public frameworks Standards Proprietary knowledge of organizations and individuals.

ITIL Framework Business and IT Alignment Source: the Art of Service Quality Flexibility Cost Management How / What ? Why! effective efficient organization effective efficient IT service provision

Version 3.3 The Service Lifecycle Service Transition Service Design Service Operation Service Strategy Continual Service Improvement

ITIL Model – V3

V3 Qualification Scheme Structure ITIL v3 Foundation Certificate in IT Service Management Capability Modules RCV OSA PPO Lifecycle Modules SS SD ST SO CSI SOA Managing Across the Lifecycle ITIL Expert Advanced Level OGC ‘s Official Accreditor- The APMG Group Limited 2007

V2-V3 Bridging Options OGC ‘s Official Accreditor- The APMG Group Limited 2007 ITIL v3 Foundation Certificate in IT Service Management Capability Modules RCV OSA PPO Lifecycle Modules SS SD ST SO CSI SOA Managing Across the Lifecycle ITIL Expert Advanced Level V3 Managers Bridge ITIL v2 Managers Certificate ITIL v2 Practitioner Certificate V3 Foundation Bridge ITIL v2 Foundation Certificate

Service Lifecycle Objective The focus is on taking a holistic view of IT Service Management through the use of the Service Lifecycle approach. This end-to-end view of how IT should be integrated with business strategy is at the heart of ITIL’s five core volumes

Service Lifecycle, Processes & Functions Service StrategyService DesignService TransitionService Operation Processes Functions Service Measurement & Reporting Service Transition Service Design Service Operation Service Strategy Continual Service Improvement Service Desk Function IT Operations Mgt Function Supplier Mgt Application Mgt Function Information Security Mgt Technical Mgt Function Service Catalogue MgtEvent Mgt Service Level MgtKnowledge Mgt Request Fulfillment Mgt IT Service Continuity Mgt Release & Deployment Mgt Access Mgt Demand MgtAvailability Mgt Service Asset & Configuration Mgt Problem Mgt Financial Mgt ITCapacity MgtChange MgtIncident Mgt Continual Service Improvement Phases

How does the Service Lifecycle work? Service Design Service Transition Service Operation Continual Service Improvement IT Budgets Patterns of Business Activity Service Portfolio information New and changed service assets Service Catalogue, SLAs, OLAs, UCs Testing and Validation Criteria Incidents & Problems, Events, Service Requests Request for Changes Information collected from infrastructure monitoring Known Errors from Development Testing and validation results Change Authorization Service and Process Improvements Service Strategy

Version 3.3 Essentials ITIL Practices for Service Management !

What are services? Service: means of delivering value to customers, by facilitating outcomes customers want to achieve, without the ownership of specific costs and risks.

What Are Processes? A process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders.

Generic Process Trigger Measurable CustomerActivities Specific Result

Functions A team or group of people and the tools they use to carry out one or more Processes or Activities. Functions provide units of organization responsible for specific outcomes.

Process Owner vs. Service Owner A process owner is responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process. A service owner is accountable for the delivery of a specific IT service and responsible for continual improvement and management of change affecting services under their care.

RACI Model Service Desk Human Resources IT Security Manager System Administrator User Log service request RACIRACI--IRCRC Classification of request RACIRACIC-ICICI Verification of access levels RIRICACACCC Provide access rights to user(s) RIRIIARI Example process: Managing a service request to modify user access levels

Service Provider Types Type 1 Internal Service Provider Type 2 Shared Service Unit Type 3 External Service Provider