ITIL FOUNDATION.

ITIL FOUNDATION

Topics To Be Covered Introduction Service Strategy (SS)
Service Design (SD) Service Transition (ST) Service Operations (SO) Continual Service Improvement (CSI) ITIL Foundation Practice Exam

Course Material Course Structure Slides Tutorials Discussions
Exercises ITIL Foundation Practice Exam

Objectives To understand the ITIL Framework
To understand the benefits of adopting ITIL What, Who, Where, Why and How To help you pass the ITIL Foundation Certification Exam

Introduction of ITIL

What is ITIL Stands for Information Technology Infrastructure Library.
Provides a framework of Best Practices for IT Service Management (ITSM) Beneficial for all organizations irrespective of their size or technology in use. Owner and Managed by AXELOS.

What is ITIL A set of best practices for IT Service Management
Developed and maintained by OGC (The office of government of commerce - UK) It’s guideline (not an out of box solution) Focus on continuously improvement

What is ITIL Service Support Service Delivery Security Management
Business Perspectives ICT Infrastructure Management (Vol. I and II) Application Management Planning and Implementation Software Asset Management Version 3 released May 30, 2007 has 5 books

What is the IT Infrastructure Library?
“The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT service management in the world. ITIL is a cohesive best practice framework, drawn for the public and private sectors internationally. It describes the organization of IT resources to deliver business value, and documents processes, functions and roles in IT Service Management (ITSM).” Source: UK Office of Government Commerce

What is the IT Infrastructure Library?
ITIL is the basis of the worldwide standard for quality IT Service Management, ISO 20000 ITIL was developed for the public and private sectors and globally adopted. ITIL is in the public domain.

The History of ITIL 1980’s British government determined that the level of IT service quality they received was not sufficient. The Central Computer and Telecommunications Agency (CCTA) was assigned to develop a framework for efficient and financially responsible use of IT resources. This was a joint effort between the government and private sector experts. 2000 The CCTA merged into the Office for Government Commerce (OGC). Microsoft used ITIL as the basis to develop the Microsoft Operations Framework (MOF). 2001 Version 2 of ITIL is released. The Service Support and Service Delivery books were redeveloped. ITIL Foundation

The History of ITIL 2007 Version 3 of ITIL is released which adopts a lifecycle approach to Service Management with a better emphasis on IT-Business integration. 5 core books were published 2011 ITIL was republished in 2011 with Improved alignment of 5 core books. “v3” removed and now only ITIL.

ITIL Basic Principles ITIL emphasizes the integration of IT into business processes. ITIL is service and process driven and flexible ITIL is not a tool and can not be implemented ITIL is a generic model Reduce IT cost yet providing optimal services Implementing ITIL Best Practices in an organization means Defining and safeguarding IT Services Designing and implementing processes Continuous improvement of services and processes

ITIL Benefits Reduced Costs
Improved IT Services through the use of best practices Improved customer satisfaction Improved productivity

KEY CAPABILITIES MORE ADVANTAGES Continually Improve
Support Business Outcomes Enable Business Change Manage Risk in Line With Business Needs KEY CAPABILITIES Optimize Customer Experience Show Value for Money Continually Improve MORE ADVANTAGES

Why ITIL is Successful ITIL embraces a practical approach to Service Management – do what best suits you The key characteristics of ITIL are: Vendor Neutral Non-prescriptive Best Practices

Best Practice vs. Good Practice
It is the approach that has already been proved to be the most effective by the leading organizations. It is also derived from the practices of the most experienced and successful people in the field. Best practice provides a set of generic guidelines based on the successful experiences of a number of organizations. These guidelines are at a high level and do not answer questions about how they should be applied in specific types of organizations. Note: You always apply good practices as they suit the working style of your company

Practices that are widely used in industry by companies getting good results. “Most Appropriate” for your organization. There is a continuous search for improvement. Reasons to Adopt Good Practice: Dynamic environments Performance pressure Note: You always apply good practices as they suit the working style of your company

Good Practice Benefits They help organizations benchmark themselves against peers in the same and global markets to close gaps in capabilities Good practice could be either an application of best practice, or it could be an input into best practice “ ” Note: You always apply good practices as they suit the working style of your company

ITIL Five Core Areas Service Strategy (SS) Service Design (SD)
Service Transition (ST) Service Operations (SO) Continual Service Improvement (CSI)

ITIL Qualification Path
Masters Accreditation ITIL Service Management Expert SD SS ST SO CSI OSA RCV PPO SOA Lifecycle Stream/Module Capability Stream/Module Managing across the Lifecycle ITIL Foundation for Service Management

ITIL Foundation Exam 40 Multiple Choice Questions (MCQs)
Each question carry (1) mark 26 out of 40, 65% required to pass the exam 60 minutes are available No negative marking

Important Definitions
Service A mean of delivering value to customers by facilitating outcomes that they want to achieve. without the ownership of specific costs and risks. Services may be defined by specifications, but Customer outcomes are the genesis of services “ ”

Service A service should have Expectations Interaction Utility
Warranty Problem addressing mechanism Pricing

Service For a Product For a Service The satisfaction comes after usage
Satisfaction happens while it is being consume.

Service Management A set of specialized organizational capabilities for providing value to customers in the form of a service. Set of Example of Service Management Taxi Operator Tour Operator Postal Service Hotel Management House Keeping Event Management

IT Service IT Service An IT Service is based on the use of
information technology to supports the business processes. It is a combinations of people, processes and technology.

The IT service provider
People to provide the service The user Organisation or configuration of people and processes and other assets and the communication nessessary to provide the service Software application Hardware and network components (Infrastructure) Information needed, stored and moved around by the service Knowledge to maintain the service Processes required to manage the service Overal management of the service and the measurements required to judge its seccess The IT service provider

IT Service Management IT Service Management Outcome
The implementation and management of quality IT services that meet the needs of the business. IT Service Management is performed by IT Service Providers which mix the people, processes and technology. Outcome The result of carrying out an activity, following a process or delivering an IT Service etc. It is also referred to as intended results.

IT Service Management Service Provider Supplier Contract
An organization supplying services to one or more internal customers or external customers Supplier A third party responsible for supplying goods or services. These are required by the service provider to enable them to deliver services. Contract A legally binding agreement between two or more parties to supply goods or services

Service Management History
Technology Provider Service Strategic Partner Role of the IT Function IT Infrastructure Management IT Service Management Service Management Stability and Control of Infrastructure Quality & Efficiency of IT Processes with business & budgets as expenses to control Business IT alignment & Integration ITIL Ver. 2.0 ITIL Ver. 3.0 Time

ITL Boundary Business Customer IT Vendor IT Commercial ITIL

Service & Service Management
Service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific cost and risk Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services And … A set of Functions and Processes for mapping services over their Lifecycle

Functions, Roles & Process
Function - A team or group of people and the tools they use to carry out one or more processes or activities. Role - A set of responsibilities, activities and authorities granted to a person or team. 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.

Functions, Roles & Process
Event Management Incident Management Request Fulfillment Problem Management Access Management Role IT department Service Desk IT Operations Management Technical Management Application Management Processes Functions

ITIL Function Organizational unit with required capabilities and
resource which is responsible for specific outcomes Examples Service Desk IT Service Delivery Team Application Management Technical Management All ITIL processes are cross functional and all of them work together to make up a process.

ITIL Function Functions are units of organizations specialized to perform certain types of work and responsible for specific outcomes. They are self contained with capabilities and resources necessary for their performance and outcomes. Capabilities include work methods internal to the functions. Functions have their own body of knowledge which accumulates from experience. They provide structure and stability to organizations

ITIL Function Functions are often mistaken for processes. For example, there are misconceptions about Capacity Management being a service management process. First capacity management is an organizational capability with specialized processes and work methods. Whether or not it is a function or a process depends entirely on organizational design. It is a mistake to assume that capacity management can only be a process. It is possible to measure and control capacity and to determine whether it is adequate for a given purpose. Assuming that is always a process with discrete countable outcomes can be an error.

ITIL Role A role is the set of responsibilities, activities and authorities defined in a process and assigned to a person or team. An individual can assume various roles over the course of the day A set of connected behaviors or actions that are performed by a person, team or group in a specific context. Problem Analyst Role Change Initiator Role Incident Support Level 2 Role Incident Support Level 2 Role

ITIL Role Sometimes roles will be full time responsibilities
Facilities Manager – Functional Job Title Purchasing Manager – Functional Job Title

ITIL Role For example a technical management department can perform the role of Problem Management when diagnosing the root cause of Incidents. This same department could also be expected to play several other roles at different times, for example, they may assess the impact of changes (Change Management role), manage the performance of devices under their control (Capacity Management role), etc. The scope of their role and what triggers them to play that role are defined by the relevant process, and agreed by their line manager.

ITIL Role Important Roles in ITIL:
Process Owner (Someone who makes the process and brings improvement). Process Manager (The one who implements the process and ensures implementation). Process Practitioner (The person or the team that follows the process). Service Owner (Responsible for delivering a service within the agreed service levels).

ITIL Process Owner Responsible for ensuring that their process is being performed according to the agreed and documented process and meeting the aims of the process definition (Ensuring Fit for purpose). Process Owner responsible for Assisting with process design. Documenting the process. Make sure the process is being performed as documented.

ITIL Process Owner Making sure process meetings it aims.
Monitoring and improving the process over time. Define and review KPI to evaluate the effectiveness, efficiency, and take action if required. Review proposed enhancements. Provide input for on-going service improvement program. Ensuring adequacy of required training for relevant staff. Process Manager may be a Process Owner in smaller organization. Responsible for operational management of process.

ITIL Process Manager The process manager role is responsible for operational management of a process. The process manager’s responsibilities include planning and co – ordination of all activities required to carry out, monitor and report on the process. There may be several Process Managers for one process, for example regional Change Managers or IT Service Continuity Managers for Each data center. The process Manager role is often assigned to the person who carries out the process Owner role, but the two roles may be separate in larger Organizations.

ITIL Process Practitioner
A key role for anyone that executes any activity within any process. Carries out one or more process activities: Understands how his or her role adds to value creation Works with other stakeholders to ensure contributions are effective . Ensures inputs, outputs and interfaces for activities are correct . Creates or updates activity-based records

ITIL Process Practitioner
Process practitioners can be internal or external staff, suppliers, consultants – even potentially users and customers. They are the "doers" of the process and their activities may cross into multiple groups and multiple processes.

ITIL Service Owner The service owner is responsible to the Customer for the initiation, transition and ongoing maintenance and support of a particular service. The service Owner is accountable for a specific service within an organization regardless of where the underpinning technology components, processes or professional capabilities reside. Service ownership is as critical to service management as establishing ownership for processes which cross multiple vertical silos or departments. The Service Owner is a primary stakeholder in all of the underlying IT processes which enable or support the service they own.

ITIL Service Owner Accountable for a specific service within an organization Responsible for particular service to the customer: Initiation and Transition Ongoing maintenance and support Monitoring and reporting Identifying improvement opportunities Prime Customer Contact

ITIL Service Owner Ensure service delivery & support meet agreed customer requirements. To solicit required data, statistics and reports for analysis & to facilitate effective Service monitoring and performance. Identify opportunities for service improvement, discuss with customer. To liaise with appropriate process owner.

ITIL Service Manager Service manager is an important role that manages the development, implementation, evaluation and on – going management of new and existing products and services. Service managers are recognized as global product /service experts. They drive the decision – making processes, manage product/ service objectives and strategies, hold internal & external suppliers accountable, and provide the integration of individual product plans and new technologies into seamless customer – focused services.

ITIL Service Manager Service Managers may also be required to coach other managers (service Owners, process Owners) with differing levels of expertise for managing a business function or a particular product / service, within a specified product / service family.

ITIL Service Manager Service Manager may be a service owner in smaller organization: Recognized as global service experts Drive decision-making process Manage service objectives/strategies Hold internal/external suppliers accountable Coach /mentor other managers

ITIL Process Sample Process
STRATEGY CONTENT COLLECTION DESIGN DEVELOPMENT LAUNCH A set of coordinated activities combining and implementing resources in order to produce an outcome which directly or indirectly, creates value for the customer. Process is Measureable, has specific results, Customers are involved and it has a response to special events.

Including Process reports & reviews
ITIL Process Model Process Owner Objectives Documentation Feedback Activities Metrics Roles Procedures Process Work Instructions Process Improvements Resources Capabilities Process Inputs Process Control Triggers Process Enables Process Outputs Including Process reports & reviews

ITIL Process Processes, once defined, should be documented and controlled; once under control, they can be repeated and become manageable. Degrees of control over processes can be defined, and then process measurement and metrics can be built in to the process to control and improve the process. The generic process elements show that data enters the process, is processes, is output and the outcome is measured and reviewed. This very basic description underpins any process description.

ITIL Process A process is always organized around a set of objectives. The main outputs from the process should be driven by the objectives and should always include process measurements (metrics), reports and process improvement.

Characteristics of Process
Activity 1 Activity 2 Activity 3 Suppliers Data, information & knowledge Process Trigger Service control & quality Desired outcome

Characteristics of Process
Process are examples of closed-loop systems because they provide change and transformation towards a goal, and utilize feedback for self reinforcing and self-corrective action.

How to Recognize Process
It is measurable. It delivers specific result. Primary result are delivered to customers or stakeholders. It responds to specific events (Trigger).

Process Example What is the Goal? Inputs? Activities? To bake a cake
The ingredients (eggs, milk, flour, sugar, butter, chocolate) plus equipment (pans, mixers, etc.) Activities? Mix, pre-heat oven, bake, cool, decorate, etc.

Process Example Measures? Norms? Outputs?
Volume of ingredients, time to bake, temperature setting, etc. Norms? The recipe Outputs? Cake!

Process Example Unlike a project, a process is never ending
Baking a specific cake (e.g. a birthday cake) is a project. The goals, activities, inputs, outputs, goals, measures and norms defined make up the process for baking cakes. The process owner (e.g. head chef in the kitchen) is responsible for the output of the process, e.g. the cake itself.

ITIL RACI Model A trademark of high performing organizations is the ability to make the right decisions quickly and execute them effectively. Whether the decision involves a strategic choice or a critical operation, being clear on who has input, who decides and who takes action will enable the company to move forward rapidly. Most business revolve around activities and decisions of particular service.

ITIL RACI Model A RACI model can be used to help define roles and responsibilities. It identifies the activities that must be performed along side the various individuals and roles involved.

Note: RACI helps to identify and assign roles for users
ITIL RACI Model RACI is an acronym for the four main roles of Responsible Accountable Consult Inform Note: RACI helps to identify and assign roles for users

ITIL RACI Model Responsible – The person or people responsible for getting the job done (means correct execution of process & activities) Accountable – Only one person can be accountable for each task (Ownership of quality, and end result of process) Consulted – The people who are consulted and whose opinions are sought (involvement through input of knowledge & information) Informed – The people who are kept up-to-date on progress (Receiving information about process execution and quality)

ITIL RACI Model RACI-VS
Verifies : Acceptance criteria verification required by person or persons Signs off : Person approving and authorizing hand over.

ITIL RACI Model Example
Process owner Service Manager Security Manager TIM Head Chief Architect Process Owner Create a framework for defining IT services C R A I Build an IT service catalogue Define SLA for critical IT services A/R Monitor and report SL perfomance Review SLAs, OLAs and Ucs Review and Update IT service catalogue Create a service improvement Plan

ITIL RACI Model Example
One Process can have only one “A” i.e. Accountable. There can be more people “R”. If any line comes without a single “A”, try using 5th standard lesson of “Change the voice”. Having more than one person accountable for a process means that in practice no one is accountable.

Management Responsibility
ITIL Plan Do Check Act Model Manage Services Management Responsibility Business Result Customer Satisfaction New or changed service Other process, Business, Supplier, customer Team & people satisfaction Business Requirements Customer Requirements Request for new or changed service Other process, business, supplier, customer Request team e.g. Security PLAN Plan service management & services DO Implement & run service management & service CHECK Monitor measure & review ACT Continuous Improvements

ITIL Plan Do Check Act Model
Planning for Improvement Initiatives (Plan) – At this stage goals and measures for success are established, gap analysis is performed, action steps to close the gap are defined, and measures to ensure the gap was closed are established and implemented. Implementation of Improvement Initiative (Do) – this includes development and implementation of a project to close the identified gaps, implementation of the improvement to service management processes, and establishing the smooth operation of the process.

Monitor, Measure and Review Services And Service Management Process ( Check)- During this stage the implemented improvements are compared to the measures of success established in the Plan Phase. The comparison determines if a gap still exists between the improvements objectives and the operational process state. Gaps don’t necessarily require closure. A gap may be considered tolerable if the actual performance is within allowable limits of performance. At the Check stage, the expected output is recommendations for improvement. For example recommendations to update or modify the service catalog, measurements to be tracked in SLAs, Operating Level Agreements (OLAs) and Underpinning Contracts (Ucs) could also come out of this stage.

Continual Service and Service Management Process Improvement(Act) – This stage requires implementing the actual Service and Service Management Process improvements. A decision to keep the status quo, close the gap or adding necessary resources needs to be made to determine if further work is required to close remaining gaps, and to determine the allocation of resources necessary to support another round to improvement. Project decisions at this stage are the input for the next round of the PDCA cycle, closing the loop as input to the next plan stage.

Too many people and too many organizations are looking for the “big – bang” approach to improvements. It is important to understand that a succession or series of small planned increments of improvements will not stress the infrastructure as much and will eventually amount to a large amount of improvement over time.

“ITIL Role of Governance”
Governance ensure that policy and strategies are actually implemented and required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting. It also involves actions to be taken against and issues that are identified and are required to be resolved. Provides directions to everything within the IT department.

ITIL Service Lifecycle Stages
Servise Strategy Servise Design Servise Transition Servise Operation Continual Servise Improvement Business case Requirements Design Build Test Implement Deliver and support Improve

ITIL Service Lifecycle Stages
Including The Services Portfolio And Services Catalogue Services Knowledge Management System (SKMS) Service Strategy Service Design Service Transition Service Operation Requirements Strategies Policies Resource and constrains SLPs from Requirements Solution Design Architectures Standards SDPs Transition plans Tested solutions SKMS updated Operational Plans Operational services Improvement actions & plans The Business/Customers Continual Service Improvement

ITIL Service Management Lifecycle
Continual Service Improvements Continual Service Improvements Continual Service Improvements Service Design Service Transition Service Operation Service Strategy Transition Planning and Support Change Management Service Asset and Configuration Management Service Validation Management Service Validation and Testing Evaluation Knowledge Management Service Operation Event Management Incident Management Request Fulfillment Problem Management Functions Service Desk Technical Management Application Management Operations Management Continual Service Improvements Seven step Improvement Service Design Service Catalog Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Service Strategy Service Portfolio Management Financial Management Demand Management ROI

ITIL Service Lifecycle
ITIL Service Life Cycle Continual Feedback Loop

Continual Service Improvement
Feedback Lessons Learned for Improvement Output Continual Service Improvement Activities are embedded in the service lifecycle Service Design Plans to create and modify services and service management processes Service Transition Manage the transition of a new or changed service and/or service management process into production Service Operation Day-to-day operations of services and service management processes Service Strategies Strategies, Policies, Standards Output

Thank you for your attention! Any questions?

ITIL FOUNDATION.

Similar presentations

Presentation on theme: "ITIL FOUNDATION."— Presentation transcript:

Similar presentations

About project

Feedback

Log in

Auth with social network:

ITIL FOUNDATION.

Similar presentations

Presentation on theme: "ITIL FOUNDATION."— Presentation transcript:

Similar presentations

About project

Feedback