ITIL® Version 3 Foundation

Level Upgrade


Basic Understanding Hands on Exp Extensive Exp


Section 1 Section 2 Section 3 Section 4 Section 5 Setting the Context What is ITIL ? ITIL V2 ITIL V3 ITIL Processes & Functions

Acronyms Acronym ITIL ITSCM RFC SLA SLR SLM Expansion Information Technology Infrastructure Library IT Service Continuity Management Request for Change Service Level Agreement Service Level Requirement Service Level Management .

Pre / Post Test §None .

Section 1 Section 2 Section 3 Section 4 Section 5 Setting the Context What is ITIL ? ITIL V2 ITIL V3 ITIL Processes & Functions .

how much recovery time is acceptable? .Setting the Context Regular and common issues faced by the IT Service industry are § How much planned service downtime can the business tolerate? § What will be the total cost of ownership? § How critical is preventing data loss? § How do we truly create value for our customers? § How much IT skill and time that is required to maintain and administer the system? § Can troubleshooting and administration be handled remotely? § When downtime occurs. or troubleshooting and repair is needed.

Challenges Faced Maintaini ng high System Availabil ity Prevention of data loss •Running Integrated Service Desk •Service Strategy Implementation •Effective Capacity Management Total cost of ownership •Maintaining IT Service Continuity •Continual Service Improvement .

Section 1 Section 2 Section 3 Section 4 Section 5 Setting the Context What is ITIL ? ITIL V2 ITIL V3 ITIL Processes & Functions .

I nformation T echnology I nfrastructure Library .What is ITIL? ITIL is a set of Best Practice guidance for IT Service Management. ITIL is owned by the OGC and consists of a series of publications giving guidance on the provision of Quality IT Services. and on the Processes and facilities needed to support them.

What is ITIL? •IT Infrastructure Library •Was gathered from Users. Consultants •Proven in practice •Is under constant development •Is supported by tools •Has been the world wide de facto standard for IT Service Management •Offers certification of consultants and practitioners •Has its own international user group (IT Service Management Forum) •ITIL Wave . Suppliers.

consisting of 5 . • Significant contributions from HP. IBM and others.I I H i ry T L sto ITIL V1 . more closely connected and consistent books consolidated by an overall framework.  ITIL V3 – Published in 2007 • Enhanced and consolidated.Published between 1989 & 1995 by OGC (Office of Government Commerce) • 31 associated books covering all aspects of IT service provision.   ITIL V2 – Published between 2000 & 2004 • 8.

Service Management can also be defined as a set of Functions and Processes for managing services over their lifecycle. A process takes defined inputs and turns them into defined outputs. • Function: A team or group of people and the tools they use to carry out one or more processes or activities.   User: A person who uses the IT Service on a day-to-day basis. responsibilities. tools and management controls required to deliver the outputs. activities and authorities granted to a person or team • Process: A set of activities designed to accomplish a specific objective. . • Role: A set of responsibilities. Service Management: Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.I I C o n ce p ts T L  Service: A ‘service’ is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. A process may include roles.

ITIL Philosophy §Capture ‘ Best Practices ’ from the industry §Adopt to Adapt ITIL Philosophy §No ‘ Standard ’ mandate §Scalability – organization size and need §Platform independent §Continuously evolving .

I S e rvi M a n a g e m e n t T ce m e a n s…… Going from a technology focus – to a customer service focus. Managing service levels from the customers’ perspective instead of insular technology or infrastructure perspective Going beyond reactive break/fix – to proactive management of service .

I I O b j cti s T L e ve Reduce Costs Tune Capacity Improve Availability Optimize resource Utilization Increase Throughput Improve Scalability  .

cycle time. speed & availability.\  IT department will become more effective at supporting the needs of the business and will be more responsive to changes in business direction . success rate.B e n e fi o f I S e rvi ts T ce M anagem ent   Improved quality of service – more reliable business support Clearer view of current IT capability & better information on current services  Enhanced Customer Satisfaction as service providers know and deliver what is expected of them  System led benefits in terms of security. accuracy. operating cost   Profit margin will improve Efficiency will improve – as staff will work more effectively as teams.

50% reduction in new product cycle .a.I I B e n e fi T L ts Benefits realisation itSMF survey .$5 million savings (6000 man days) due to fa ster Software upgrades in less than 72 hours.cost per call down 30% .6-8% cut in operating costs Gartner Shell Oil . .total savings per user $800 p. .79% reduction in downtime & other factors Barclays .Downtime reduced from 60 to 15 mins .ROI up 1300% IDC survey .48% reduction in cost of IT .$125 million p.a.70% achieving “tangible & measurable” benefits Meta . savings (10% of IT Budget) Proctor & Gamble .10% reduction in ITSD calls .85% resolution on target .

50% reduction in Incident resolution time .5m Euros savings p.Customer Satisfaction Index increased from 6.I I B e n e fi T L ts Benefits realisation Utilities Provider .50% resource reduction for same throughput European IS Organization .Reduced handling time .3.a (7% of IS operating costs) .8 to 7.6 .30% reduction in Change implementation time .

Section 1 Section 2 Section 3 Section 4 Section 5 Setting the Context What is ITSM & ITIL ? ITIL V2 ITIL V3 ITIL Processes & Functions .

ITIL V2 – IT Service Management Service Support Service Level Management Capacity Management Availability Management Service Continuity Management Financial Management Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Service Delivery .

Q u e sti n a n d A n sw e r o 1.Which of the following is True ?  1) ITIL is NOT a Standard  2) ITIL V2 has only 2 books called Red book and Blue book  3) ITIL V3 ensure Business IT Alignment  4) The concepts of ITIL V3 can only be applied to Infrastructure Projects  .

Section 1 Section 2 Section 3 Section 4 Section 5

Setting the Context What is ITSM & ITIL ? ITIL V2 ITIL V3 ITIL Processes & Functions


ITIL is no more plain ITIL – it is

ITIL Service Management Practices

A Holistic, Inclusive, Value Based, Business – focused, Services Practice Evolved from operationally focused processes to mature service management practice guidance More prescriptive (What & How) and Industry directed – provides implementation guidelines by firm size or industry, outsourcing & co-sourcing models Provides guidance for governance (like COBIT – SOX), methodologies like Six Sigma etc. – adding Business Value Interaction with other Best Practices and Standards

W h a t i d i re n t V 3 ? s ffe

Adopts a Service Life Cycle approach

Core Guidance / Publications

    

Introduction to ITIL Service Management Practices Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

I I V 3 – T h e S e rvi l fe cycl T L ce i e Fi sta g e s o f I se rvi ve T ce l fe cycl a re i e qS e rvi S tra te g y ce qS e rvi D e si n ce g qS e rvi Tra n si o n ce ti qS e rvi O p e ra ti n ce o qC o n ti u a lS e rvi n ce I p ro ve m e n t m .

C o n td s ffe  26 Processes and 4 Functions (Service Desk. Application Design & Management   What Hasn’t Changed ?  ITIL Processes . Application Management)   10 New Topics added.. Service Measurement. like Knowledge Management.W h a t i d i re n t V 3 ? . Technical Management.. Supplier Management... IT Operations Management.

ITIL V3 – Process Architecture IT Operations Management Event Management Service Catalogue Management Service Level Management Capacity Management Strategy Generation Demand Management Service Portfolio Management Financial Management Service Strategy Availability Management IT Service Continuity Management Information Security Management Supplier Management Service Design Transition Planning & Support Change Management Service Asset & Configuration Management Release & Deployment Management Service Validation & Testing Evaluation Knowledge Management Service Transition Incident Management Request Fulfillment Problem Management Access Management Applications Management Technical Management Service Desk Service Operation Service Reporting Continual Service Improvement 7-step Improvement Process Service Measurement Processe s Function .

Section 1 Section 2 Section 3 Section 4 Section 5 What is ITIL ? Why ITIL ? ITIL V2 ITIL V3 ITIL V3 Processes & Functions .

ITIL Process Flow 30 .

Processes    Strategy Generation Service Portfolio Management Demand Management Financial Management     .Service Strategy Processes  Focuses on the identification of market opportunities for which services could be developed in order to meet a requirement on the part of internal or external customers. implementation. The output is a strategy for the design. maintenance and continual improvement of the service as an organizational capability and a strategic asset.

It is responsible for defining and managing service portfolio over their entire lifecycle from concept to retirement through design. transition and operation.Service Portfolio Management §Service Portfolio Management : To decide on a strategy to serve customers. . and to develop the service provider's offerings and capabilities. modify existing services or retire old services. Also responsible for assigning investments to develop new services.

Service Portfolio Management 33 .

To understand and influence customer demand for services and provide capacity to meet that demand. To eliminate excess capacity needs. To ensure the provision of appropriate levels of service. .Demand Management Management : Demand Management is responsible to §Demand understand and influence customer demand for services and the provision of capacity to meet these demands. To make certain that the warranty and utility offered by service provider matches customer needs. § § § § § To ensure that the service provider meet agreed demands of customer’s business needs. At a tactical level it can involve use of differential charging to encourage customers to use IT services at less busy times. At a strategic level Demand Management can involve analysis of Patterns of Business Activity and User Profiles.

§To provide basis for business decisions. §To ensure enhanced decision making. §To enable value capture and creation. §Balancing cost. . capacity and Service Level Requirement. §To establish Financial compliance and control. accounting and charging to ensure financial visibility and accountability. §To understand the value of IT services. §To account for running IT. §To budget and account for the cost of service provision. §To recover costs where required (Charging). §To ensure financial visibility and accountability. §To facilitate accurate budgeting.Financial Management §Financial Management : It is responsible for the management of service investments.

IT Accounting Budgeting IT spend Predict and control Bill customer for Charging services Prov ide mana gem ent info rma tion on the cos t of prov idi ng IT serv ice s supp ort ing busi nes s need s Ensur e that busin ess provi des suffi cien t fund s to ru n the IT servi ces it requi res . activity Identify Cost by customer.Provid e sound busin ess method of balanc ing shape and quanti ty of IT servic e with needs and resour ces of the custom ers Financial Management service.

Resources and Components   . which of the following are considered?  a) Resource and Components b) Requirements and Resources c) Components and Requirements d) Requirements.Question and Answer  1. During the Service Strategy.

Demand Management is primarily used to?  a) Increase customer value b) Eliminate excess capacity needs c) Increase the value of IT d) Align business with IT cost  .Question and Answer  2.

a s w e l a s l ce l th e p ro ce sse s i te n d e d to su p p o rt i n t § § S e rvi C a ta l g u e M a n a g e m e n t ce o § S e rvi Le ve l M a n a g e m e n t ce § C a p a ci M a n a g e m e n t ty § A va i a b i i M a n a g e m e n t l l ty § I S e rvi C o n ti u i M a n a g e m e n t T ce n ty § I fo rm a ti n S e cu ri M a n a g e m e n t n o ty § S u p p le r M a n a g e m e n t i § .S e rvi D e si n ce g §S e rvi D e si n fo cu se s o n th e a cti ti s th a t ta ke p l ce i ce g vi e a n o rd e r to d e ve l p th e stra te g y i to a d e si n w h i o n g ch a d d re sse s a l a sp e cts o f th e p ro p o se d se rvi .

containing accurate information on all operational services and those being prepared to be run operationally. § To create and manage Service Catalogue § A single source of information of all services § To ensure that information provided in service catalogue is .S e rvi C a ta l g u e ce o M anagem ent  Service Catalogue Management: To ensure that a Service Catalogue is produced and maintained.

S e rvi C a ta l g u e ce o M anagem ent T h e S e rvi C a ta l g u e ce o B u si e ss n Pro ce ss 1 B u si e ss n Pro ce ss 2 B u si e ss n Pro ce ss 3 B u si e ss S e rvi C a ta l g u e n ce o v S e rvi A ce S e rvi B ce S e rvi C ce S e rvi D ce S e rvi E ce Te ch n i lS v rvi C a ta l g u e ca e ce o S u p p o rt S e rvi s ce H a rd w a re S o ftw a re A p p l ca ti n s i o D a ta .

§ Negotiate. Service Level Management is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate.S e rvi Le ve lM a n a g e m e n t ce  Service Level Management: To negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. report and improve service levels § Communicate with business and customers . agree and document service levels § Measure. and to monitor and report on service levels.

UC Pi o t l Fe e d b a ck SL A C re a te Pro j ct S e rvi C a ta l g u e e ce o SL R D e ve l p D ra ft S LA o Pi o t D ra ft S LA l C u sto m e r S i n .S e rvi Le ve lM a n a g e m e n t ce S e rvi Le ve lM a n a g e m e n t ce LO I . O LA .o ff g . Pro p o sa l . M SA S e t u p a cti ti s fo r S LM vi e S e rvi B a se l n e ce i R e p o rt S e rvi ce C a ta l g u e o D ra ft S LA .

medium and long term business requirements.C a p a ci M a n a g e m e n t ty  Capacity Management: To ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner.  . and plans for short. Capacity Management considers all resources required to deliver the IT service.

C a p a ci M a n a g e m e n t Fo cu s ty B u si e ss re q u i m e n t fo cu s n re C u rre n t S e rvi s d e l ve ry fo cu s ce i B u si e ss C a p a ci M g m t e rvi C a p a ci M g m t n ty S ce ty R e so u rce C a p a ci M g m t ty Te ch n o l g y co m p o n e n t fo cu s o .

A va i a b i i M a n a g e m e n t l l ty  Availability Management: To ensure that the level of service availability delivered in all services is matched to. § Ensure agreed levels of availability is provided § Continually optimize and improve availability of IT Services. Infrastructure and supporting organization § Provide cost effective availability improvements § To produce and maintain an . in a cost-effective manner. the current and future agreed needs of the business. or exceeds.

A va i a b i i M a n a g e m e n t l l ty .

§ To complete regular Business Impact Analysis exercises to ensure that plans are current and relevant. § To provide advice and guidance on issues related to Service Continuity. § Maintain a set of IT Service Continuity Plans and IT recovery plans that support the overall Business Continuity Plans (BCPs). ITSCM should be designed to support Business Continuity Management. by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. § To conduct regular risk assessment and management activities.I S e rvi C o n ti u i T ce n ty M anagem ent  IT Service Continuity Management : To manage risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels. .

integrity and availability of . and ensure that information security is effectively managed in all service and Service Management activities.I fo rm a ti n S e cu ri n o ty M anagem ent  Information Security Management: To align IT security with business security. § To protect the interests of those relying on information § To protect the systems and communications that deliver information § To maintain confidentiality.

to provide seamless quality of IT service to the business.S u p p le r M a n a g e m e n t i  Supplier Management: To manage suppliers and the services they supply. ensuring value for money is obtained. § Manage supplier relationship and performance § Negotiate and agree contracts § In conjunction with SLM § Ensure contracts are aligned to business needs and support SLAs § Manage lifecycle contracts throughout § Maintain a supplier policy and a supporting Supplier and Contract Database (SCD) .

Supplier Management Inputs Business information Supplier and contracts strategy Supplier plans and strategies Supplier contracts . agreements and targets Supplier and contract performance information IT information Performance issues Financial information Service information CMS Outputs Supplier Management Supplier and Contracts Database ( SCD ) Supplier and contract performance information and reports Supplier and contract review meeting minutes Supplier Service Improvement Plans Supplier survey repor ts .

What document will list the Services currently provided to the Customers?      a) b) c) d) Service Level Agreement Service Level Requirements Services Catalogue Services Contract .Question and Answer  1.

Which of the following best describes the goal of the Service Level Management?   a)    To maintain and improve IT service quality in line with business requirements b) To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availability and ensuring performance does not exceed these targets c) To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability d) To ensure that IT delivers the same standard of service at the least cost .Question and Answer  2.

Which process reviews Operational Level Agreements (OLAs) on a regular basis?    a) Supplier Management b) Service Level Management c) Service Portfolio Management d) IT Service Continuity Management .Question and Answer  3.

“ Which process is responsible for determining the required disk and memory space required for applications running in the combined IT infrastructure?      a) Application Management b) Capacity Management c) Computer Operations Management d) Release Management . along with the IT infrastructures of both companies will be combined.“A steel company merges with a competitor.Question and Answer  4. The IT departments.

“Availability Management is responsible for availability of?      a) Services and Resources b) Services and Business Processes c) Resources and Business Processes d) Services.Question and Answer  5. Resources and Business Processes .

decision support and re-use of processes. their utility & warranties Establishing a formal policy and common framework for implementation of all required changes  Supporting knowledge transfer. systems and other elements Anticipating and managing ‘course corrections’ Ensuring involvement of Service transition requirements throughout the service lifecycle and Service   transition .S e rvi Tra n si o n Pro ce sse s ce ti  Focuses on the implementation of the output of the service design activities and the creation of a production service or modification of an existing service.   Understanding all services.

S e rvi Tra n si o n Pro ce sse s ce ti Transitioning Planning & Support Release and Deployment Management Service Validation & Testing Change Management Service Asset & Configuration Management Evaluation Knowledge Management           .

time and quality estimates § Plan and co-ordinate the resource to establish successfully a new or changed service into production within predicted cost.  § Provide clear and comprehensive plans that enable the customer and business change projects to align their activities with the service transition plans.   § Adopt common framework of standards. . quality and time estimates. re-usable processes & supporting systems.Tra n si o n P l n n i g a n d ti a n S u p p o rt  Transition Planning and Support: To plan and coordinate the resources to deploy a major Release within the predicted cost.

Inputs Authorized RFC Service Design package Release Package definition and design specification Service Acceptance Criteria (SAC) Transition Planning & Support – Outputs Transition Strategy Integrated set of Service Transition plans 60 .Transition Planning and Support Inputs & Outputs Transi Transi tion tion Planni Planni ng ng & & suppor suppor t t activi activi ties ties Transition Planning & Support .

C o n fi u ra ti n . C h a n g e a n d g o R e l a se M a n a g e m e n t e 61 .

§ To ensure all changes are assessed. § To ensure that changes are recorded and evaluated.C hange M anagem ent  Change Management: To ensure standardized procedures are used for efficient and prompt handling of changes. § All changes to service assets and configuration items are recorded in the configuration management. . approved. implemented and reviewed in a controlled manner.

decisions.Release Activities Rejected and approved RFCs Changes to services and CIs Updated change schedule & Projected service outage (PSO) Change plans.Change Management Inputs Outputs Change policy and strategy RFCs Change proposals Service management plans Assets and configuration items Existing change management documents  Change Schedule  Projected Service Outage (PSO) . actions and records Test plan and back-out plan Management reports .Change Review .Change Initiation -Filtering -Analysis & Scheduling .Change Implementation .

including versions. record. their attributes.  § To maintain information about Configuration Items required to deliver an IT service. baselines. and relationships. including their relationships § Establish and maintain a configuration Management System § As a part of an overall Service Knowledge Management system § To identify configuration items (CIs) & their relationships and . audit and verify service assets and configuration items. constituent components. control. report.S e rvi A sse t a n d ce C o n fi u ra ti n M a n a g e m e n t g o  Service Asset and Configuration Management: Identify.

Service Asset and Configuration PLANNING IDENTIFICATI ON Identify Configuration Item Determine CM Tool and establish library structure Define attributes to CI such as owner.g. •Changes & •Addition of New items Manage & Control CM Environment Exercise physical control STATUS ACCOUNTING Ensure that every status change a CI goes through is recorded Manage information for the CI before and after each status change.: •Ordered •Received •Under test •Under repair •Withdrawn •For disposal Record and communicate CI changes to users Record and Report •Current data •Historical data VERIFICATION & AUDIT Ensures that information in the CMDB is accurate Conduct periodic reviews and audits Analyze and define •Strategy •Scope •Objectives •Roles and responsibilities for CM Define Configuration Management •Activities •Procedure Define CMDB structure and their relationships Identify the Tools and other resources required . status etc Define the interrelationships between CI and CI structures Record all the information into CMDB EXECUTION & CONTROL Ensure change management process is followed before changes are entered into CMDB Ensure that appropriate document accompanies the CI in the CMDB Control the information pertaining to •Access. e. version.

installed.  § § § § §   .R e l a se a n d D e p l ym e n t e o M anagem ent  Release and Deployment Management: Define and agree release and deployment plans with customers and stakeholders § To ensure clear and comprehensive Release and Deployment plans that enable the customer and business projects to align their activities with these plans. To protect the live environment by using right procedures & checks. tested and deployed. Release packages can be built. Skills and knowledge transfer to enable. To ensure that releases have back-out plans. To validate delivery of services is maintained consistently between application and live environments.

CONFIGURE & TEST Design and build the release package Test the release package in line with requirements Baseline tested version of release package in DML RELEASE POLICY RELEASE PLANNING CUSTOMER ACCEPTANCE Involve relevant groups during acceptance testing Business performs key functionality user acceptance tests as per requirements Conduct pilot testing in the production environment (if required) Evaluate acceptance testing results UAT sign off D e fi e ro l s a n d n e re sp o n si i i e s b l ti D e fi e Le ve l o f n s A u th o ri ty R e l a se Fre q u e n cy a n d e Typ e A p p ro a ch to g ro u p i g n ch a n g e s i to a re l a se n e Develop Release Management Plan Identifying scope and content of approved changes Prioritizing. and scheduling release activities Perform a risk assessment for the release Prepare communication and roll back plans Define roles and responsibilities . planning.Release and Deployment Management BUILD .

& TRAINING Communicate changes to all stakeholders and affected groups Publish the release mechanism Training to release team. end users and support team DISTRIBUTION & INSTALLATION Move the release package to the target locations Deploy release package into production environment .Release and Deployment Management ROLLOUT PLANNING Develop Rollout strategy for the release mentioning: • Success criteria • Locations of deployment • Effort and Schedule • Installation / Implementati on process Publish Roll Out plan COMMUN .

  . § Assure a service is ‘fit for use’.Service Validation and Testing  Service Validation and Testing: Provide Confidence that a release will create a new or changed services or service offerings that delivers the expected outcomes and value for the customers within the projected costs. § Validate that a service is ‘fit for purpose’. § Confirm that the customer and stakeholders requirements for the new or changed service are correctly defined. capacity and constrains.

) Test Incidents. Design & Interface specification) Release and deployment Plans Acceptance Criteria Request for Change (RFCs) Service Service validati validati on on & & Testing Testing Activiti Activiti es es Outputs Configuration Baseline (Testing Environment) Testing carried out & Test Results Analysis of Results (comparison of Actual Vs Expected Results. Capacity/resource model & Plans.TCU]. Test error records Reports delivered to service evaluation and inputs to CSI 70 . Financial/economic/cost models [with TCO. Risks identified during test activities etc.Service Validation and Testing Inputs Service Package Service Level Packages (SLPs) Service Provider’s Interface Definition Service Design Package (Operation Models. service management model. Test problems.

§ Assess the actual performance of a changes against its predicted performance and manage the deviations between actual and predicted performance. § Evaluate the intended effects of a service change and as much of the unintended effects as is reasonably practical given capacity. .Evaluation  Evaluation: To provide a consistent and standardized means of determining the performance of a service change in the context of existing and proposed services and IT Infrastructure. resource and organizational constraints.

Evaluation Inputs Service Package Service Design Package (SDP) & Service Acceptance criteria (SAC) Test Results and report Evalua Evalua tion tion Activi Activi ties ties Outputs Evaluation Report for Change management .

The primary purpose of knowledge management is to improve efficiency by reducing the need to rediscover knowledge.  § Enabling the service provider to be more efficient and improve quality of service.Knowledge Management  Knowledge Management: The purpose of Knowledge management is to ensure that the right information is delivered to the appropriate place or competent person at the right time to enable informed decision. increase satisfaction and reduce the cost of service . § Ensuring staff have a clear and common understanding of the value that their services provide to customers and the ways in which .

Knowledge Management Service Knowledge Management System Decisions Configuration Management system Configuration Management Database .

The goal of Service Asset and Configuration Management is to? § a) Account for all financial assets of the organization b) Provide a logical model of the IT infrastructure.Question and Answer  1. correlating IT services and different IT components needed to deliver the services c) Build service models to justify the ITIL implementations d) Implement ITIL across the organization   .

The objective of the Change Management process is most accurately described as?   a)    Ensuring that all changes are recorded. tested and implemented in a controlled manner b) Ensuring that changes to IT infrastructure are managed efficiently and effectively c) Ensuring that all changes have appropriate backout plans in the event of failure d) Protecting services by not allowing changes to be made   . managed.Question and Answer  2.

“Which of the following statements is CORRECT?  a)    The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB) b) The Service Knowledge Management System (SKMS) is part of the CMS c) The KEDB and the CMS form part of the larger SKMS d) The CMS is part of the Configuration Management Data Base (CMDB) .Question and Answer   3.

Question and Answer

 

4. What is the first activity when implementing a release?
   

a) b) c) d)

Designing and building a release Testing a release Compiling the release schedule Communicating and preparing the release

Question and Answer

5. Which of the following are objectives of the Release and Deployment Management process?

1. To ensure there are clear release and deployment plans 2. To ensure that skills and knowledge are transferred to operations and support staff 3. To ensure there is minimal unpredicted impact on production services 4. To provide cost justifiable IT capacity that is matched to the needs of the business
a) b) c) d) 1, 2 and 3 only 1 and 3 only 1, 3 and 4 only All of the above

Service Operation

Service Operation Process and Function Event Management  Incident Management Request Fulfillment Problem Management Access Management Focuses on the activities required to operate the services and maintain their functionality as defined in the Service Level Agreements with the customers Common activities in addition to processes  Monitoring and Control  Console management / Operations bridge  Management of the Infrastructure  Operational aspects of processes from other lifecycle stages    Key Functions  Service Desk Function  Technical Management Function  Application Management Function  IT Operations Management Function .

The service desk also acts as a first line support to the user. requests. standard changes information   . § To update the Configuration Management (if so agreed) Database with incident. § To contribute to an continuous increase in Overall Customer Satisfaction. § To communication with users and IT staff. § To ensure closure of incidents. Service Requests and some standard categories of change. § To log and categorize Incidents. § To perform the first line investigation and diagnosis. § To act as the single point of contact (SPOC) between users and IT organization.Service Desk Service Desk: To restore ‘normal service’ to the users as quickly as possible.

L2 .IT Service Management – L1.

Types of Service Desks LOCAL SERVICE DESK : To meet local business needs – Desk is co-located within or physically close to the user community it serves Service Desk Technical Management Application Management IT Operations Management 3rd Party Support Request Fulfillment .

Types of Service Desks CENTRALIZED SERVICE DESK: For organizations having multiple locations reduces operational costs and improves usage of available resources Customer Site 1 Customer Site 2 Customer Site 3 Service Desk Second Line Support Technical Management Applicatio n Management IT Operations Management 3rd Party Support Request Fulfillmen t .

Types of Service Desks VIRTUAL SERVICE DESK: For organizations having multi-country locations can be situated and accessed from anywhere in the world due to advances in network performance and telecommunications San Francisco Service Desk Paris Service Desk Beijing Service Desk Virtual Service Desk London Service Desk Service Knowledge Management System Sydney Service Desk .

as no desk has to work more than a single shift. This can give 24 hour coverage generates relatively low cost. shared database of information and culture must be addressed for this approach to proceed . However. tools. the same safeguards of common processes.and well-controlled escalation  .Types of Service Desks  FOLLOW THE SUN  For organizations having multiple locations – Handling the call during the standard working hours of a country and gets transferred to another country to provide a 24 hour follow-the-sun service.

Service Management Functions Technical Management Function Provides technical expertise and overall management of the IT Infrastructure Application Management Function Supports and maintains operational applications and plays an important role in the design. testing and improvement of applications that form part of IT services IT Operations Management Function Function responsible for ongoing management and maintenance of the IT infrastructure to ensure delivery of the agreed level of IT services to the business .

§ To work with occurrences that are specifically generated to be monitored.E ve n t M a n a g e m e n t Event Management: The ability to detect events. and look for conditions that do not generate events. § To monitor occurrences. make sense of them and determine appropriate control action is provided by Event Management. .  § Event management is the basis for operational monitoring and control. § To be focused on generating and detecting meaningful notifications about the status of the IT Infrastructure and service.

Event Management Exception e Event Filte r Warning Information .

Event Management Processes Incident Incident Management Inciden t/ Exception Proble m/ Chang e Problem Problem Management RFC Change Management .

g.R e q u e st Fu l l m e n t fi l   Request Fulfillment: § To provide a channel for users to request and receive standard services for which approval and qualification process exists. licenses and software media). § To source and deliver the components of requested standard services (e. § To provide right information to users and customers about the availability of existing services and the procedure for obtaining them. complaints or comments. . § To assist with general information.

Request Fulfillment Request Fulfillment Telephone Requests E-mail/Voice Video/Fax requests Internet/ Browser Requests Applicati on events Service request resolution Assign request to concern group Obtain formal approval Recording of requests Service Request Coordinate with other support groups RFC Closure and verification Closure Info .

so that the overall occurrence or recurrence of incidents are reduced.I ci e n t M a n a g e m e n t n d  Incident Management: § § To restore the normalcy of service as quickly as possible (definitely with in the SLAs) with minimal effect on business operations. § To provide information for improvement of processes and systems. . § To deal with resolution of incidents consistently.

Problem: Cause of one or more incidents       .I ci e n t M a n a g e m e n t n d C o n ce p ts  Incident: An unplanned interruption to an IT service or reduction in the quality of an IT service. Priority: A category used to identify the relative importance of an incident and is based on Impact and Urgency Known Error: A problem for which the root cause is known and a temporary workaround has been identified. Problem or change has a significant impact on the business. Impact: A measure of the effect of an Incident. Urgency: A measure of how long it will be until an incident. Problem or Change on Business process.

I ci e n t M a n a g e m e n t n d .

I ci e n t M a n a g e m e n t n d .

to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.        . The primary objectives are of Problem Management are to prevents problems and resulting incidents from happening.Pro b l m M a n a g e m e n t e Problem Management: Problem Management is the process responsible for managing the lifecycle of all problems.

Pro b l m M a n a g e m e n t e .

Pro b l m M a n a g e m e n t e .

A cce ss M a n a g e m e n t Access Management: Access Management provides the right for users to be able to use a service or group of services.    1. .To enable users to use a service or group of services while protecting against unauthorized access.

Access Management Access Management RFC’s Requesting Access Verify request for Access Provide Access Rights Assigning User Rights Coordinate with other support groups Service Request Monitoring Identity Status Logging and Tracking Access Security and Data protection policies and tools Removing and Restricting Rights Monitoring Info .

Ensure applicable Quality management methods are used to support continual improvement activities.  Improve cost effectiveness of delivering IT Services without sacrificing customer satisfaction. Service Design. Identify and implement individual activities that will improve IT service quality and improve the efficiency and effectiveness of the enabling IT service management processes.C o n ti u a lS e rvi n ce I p ro ve m e n t m  Review.   Review and analyze Service Level Achievement results.    . Service Transition and Service Operation. analyze and make recommendations on improvement opportunities in each lifecycle phase – Service Strategy.

CSI Model What is the Vision? Where are we Now? How do we Keep the momentum going How do we get there? Did we Get there? Where do we Want to be? Business Vision. Goals & Obj Baseline Assessments Measurable Targets Service and Process improvement Measurement And metrics . Mission.

Define what you can Measure? Continual Service Improvement 7 – Step Continuous Improvement Process 4 . Gathering the data 2 . Define what you should Measure? Identify : – Vision – Strategy – Tactical Goals – Operational Goals . Processing the data 5 . Implementing corrective action 1 . Presenting and using the information 7.3 . Analyzing the data 6 .

I I B e n e fi T L ts  Increased user and Customer satisfaction with IT services.  Improved service availability. leading to increased business profits and revenue.  Improved decision making and risk optimization. improved resource management and usage.  Financial savings from reduced rework. .  Improved time to market for new products and services.

5. 2. Which are the missing Service Operation processes from the following?      1.Question and Answer  1. Incident Management Problem Management Access Management ? ?     a) Event management and Request Fulfillment b) Event Management and Service Desk c) Facilities Management and Event Management . 4. 3.

Question and Answer 2. The BEST definition of an EVENT is?       a) An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted b) An occurrence that is significant for the management of the IT infrastructure or delivery of services c) A known system defect that generates multiple incident reports d) A planned meeting of customers and IT staff to announce a new .

and the user is not aware of any disruption to service d)A user contacts the Service Desk about slow performance of an .Question and Answer   3. An Incident occurs when: a)A user is unable to access a service during service hours b)An authorized IT staff member is unable to access a service during service hours c)A redundant network segment fails.

Which of the above statements is CORRECT?     a) All of the above b) 1 and 4 only c) 2 and 3 only d) None of the above .Question and Answer    4.

ISO 20000 Processes Service delivery processes Capacity management Service continuity & availability management Service-level management Service reporting Security management Budgeting & accounting for IT services Release processes Release management Configuration management Change management Control processes Resolution processes Relationship processes Business relationship management Supplier management Incident management Problem management .

Summary Section 1 Section 2 Section 3 Section 4 Section 5 Setting the Context What is ITIL ? ITIL V2 ITIL V3 ITIL Processes & Functions .

Questions .

Thank You .

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