ITIL Foundations based on Version 3 – Student Guide – R3.

2

Foundations Course for IT Service Management
® (Based on ITIL® V3)

Experts in Busin ess an d IT Alignmen t

Sound Check

Adjust Volume to hear the music

Course Description:
ITIL v3 Foundations is an intensive three-day course. Success in the one hour multiple-choice examination at the end of the course will lead to award of the Foundation Certificate in IT Service Management. This interactive computer based training course is expected to take approximately 20 hours to complete. Objectives: Provides an essential level of knowledge in the following areas: Service Management as a practice Service Lifecycle Key Principles and Models General Concepts and Definitions Selected Processes Selected Roles Selected Functions Technology and Architecture ITIL v3 Qualification scheme Prepares students to pass the ITIL Foundation exam. Helps students leverage ITIL concepts and practices in their daily work. Certification Exam from EXIN or ISEB This document is provided as a printable version of the course to support the students need for distance learning when access to a computer is not convenient.

Published by Dream Catchers, Inc

866-FOR-ITSM Copyright © 2008 Dream Catchers, Inc. All rights reserved.

www.dream-catchers-inc.com

ITIL Foundations based on Version 3 – Student Guide – R3.2

Notes:

Foundations Course for IT Service Management
® (Based on ITIL® V3)
Experts in Busin ess an d IT Alignmen t

Written by: • Susan Davidson (susan.davidson@dream-catchers-inc.com) and • Michael McGaughey (michael.mcgaughey@dream-catchers-inc.com) Published by: Dream Catchers, Inc 7107 Shadow Run San Antonio, TX 78250 www.dream-catchers-inc.com Phone:866-FOR-ITSM 866-367-4876 Support:support@dream-catchers-inc.com Copyright © 2008 Dream Catchers, Inc. All rights reserved.

Sound Check

Adjust Volume to hear the music

ITIL® is a registered trademark of the Office of Government Commerce (OGC). © Crown Copyright material reproduced with the kind permission of OGC and the Controller of Her Majesty’s Stationary Office (HMSO).
Course Introduction

Notes:

Foundations Course for I TSM (ITIL v3)

Learning Concepts that enhance performance Special features in the Main Menu Navigation System and features User Controls for custom look and feel

Published by Dream Catchers, Inc

866-FOR-ITSM Copyright © 2008 Dream Catchers, Inc. All rights reserved.

www.dream-catchers-inc.com

ITIL Foundations based on Version 3 – Student Guide – R3.2
Learning Concepts
For enhanced performance

Notes:
Learning concepts for enhanced performance cover 4 areas. These are Music, User mobility, Feedback and diagnostics, and signposting. Specially selected music is built into the introduction and review of each learning unit. The music is design to enhance memory and comprehension. The Unit Quizzes use a different music selection to enhance relaxation and recall. User mobility is designed to allow the student the freedom to learn in their own way. Our minds do not work linearly and therefore our learning should be flexible and responsive to our curiosity and need for feedback. User mobility includes features such as an easy navigation menu with color coded completion status, the ability to skip around fast and easily, using the search tool students can create their own customized mini course, and students can toggle on and off features for desired look and feel. Feedback is critical to enhancing learning. The learning units provide learning games with positive feedback, and the unit quizzes which provide instant feedback on questions offering correct answers as needed. The most outstanding feature is the ability to diagnose the areas of weakness in a quiz and then get guidance on corrective actions. Finally Signposts are placed on each slide to aid the student in knowing how that content fits into the overall picture. Being able to sort out concepts, terms, roles, functions, and processes across a lifecycle is aided with the Signpost and downloadable process map.

Foundations Course for I TSM (ITIL v3)

Music

User Mobility

Feedback & Diagnostics

Sign Posting & Maps

Special Features Main Menu

Notes:
The course main menu provides several special features. The features are designed to help student collaborate with each other, add convenience to the use of the course and to provide additional content to support the learning experience. Menu Features include: Send a link – helpful to share information in the training with other team members Bookmarking – ability to easily return to favorite sections of the course Course Resume Button – the course remembers where you left off and asks at start up if you want to resume from your last place in the course or start over Attachments – A menu provide additional downloadable documents

Foundations Course for I TSM (ITIL v3)

Published by Dream Catchers, Inc

866-FOR-ITSM Copyright © 2008 Dream Catchers, Inc. All rights reserved.

www.dream-catchers-inc.com

The Search Tab allows for the search of terms or phrases. Search. www.2 ITIL V3 Dictionary ITI V3 Process map Student Guide for this course Implementation templates Exam Prep Guide – a complete guidance module with tips on study and test taking. This information is also provided in the Student Guide which can be downloaded from the Attachments. For each slide the speaker information is provided along with their biography. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. and a support email. This enables students to skip around and continue to track their progress. Foundations Course for I TSM (ITIL v3) Published by Dream Catchers.dream-catchers-inc. This list can serve as a mini course on the topic selected. The Outline. Inc. You may use this email to request support or get answers to questions. The menu text is white for all items that have not been covered and black for items that have been covered. The triangle next to a topic can be toggled to expand or close the list of sub topics. and Notes tabs.ITIL Foundations based on Version 3 – Student Guide – R3. vocabulary and acronyms that must be learned Faqs – list of frequently asked questions and their answers Navigation Notes: The navigation menu provides 3 tabs. In this slide we see information in the notes tab from the Gartner Group which supports the content of the course material. The Outline Tab provides a hierarchical list of topics for the course. Searches can be done on slides or notes within slides. For example the search for Roles which is a signpost symbol on slides related to defining roles will produce the list shown on the screen. The notes tab will display notes of additional information related to the slide content. A list of slides is then presented which match the search term or phrase.com . core concepts. All rights reserved. Above the 3 tabs is the Speaker information.

‘closed book’ exam. The play. This allows users to select their own look and feel for the course. Foundations Course for I TSM (ITIL v3) Learning Objectives To provide a basic understanding of the ITSM framework as described by the IT Infrastructure Library (ITIL) To understand how ITSM can be used to enhance the quality of IT service management within an organization To enable comprehension and / or awareness of key areas of the 5 ITIL core books: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Notes: The exam is a one hour (maximum). forward and back buttons allow for quick and easy movement within the course in addition to the navigation menu. Inc. www.2 Controls Notes: The user controls are placed along the bottom of the screen. The Screen Features control allows the user to toggle on and off the main menu. The slider bar shows the progress of the audio for the slide. Users can easily move backward or forward to review a point that may be relevant to the current slide.dream-catchers-inc. The volume control allows for rising or lowering the volume. including: Exam Paper (questions) Answer sheet Pencils To prepare to sit the ITIL Foundation Exam Format 40 Multiple Choice Questions (26 correct to pass) Notes: ITSM as a Practice Understand the Difference between ITIL and ITSM Business Issues and Drivers for ITSM Value of IT Service Management Key Concepts of IT Service Management Published by Dream Catchers.com . The proctor will provide you everything you need for the exam. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. The exam will be proctored. All rights reserved. It can be moved backward or forward at any time. control bar and the navigation menu. pause.ITIL Foundations based on Version 3 – Student Guide – R3.

real business value Business enterprises require the ability to plan.com .dream-catchers-inc. All rights reserved. competency and confidence for action Incorporates functions and processes across a service lifecycle Notes: (Signpost functions process) Customer Service Service Provider Published by Dream Catchers. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. articulating and controlling business value – top to bottom The Value Equation* Considerations: Increasing regulatory business control and reporting requirements (e.more than half the IT effort spent is on firefighting Up to 75% of calls to the Service Desk are due to failed changes Up to 50% of calls to the Service Desk are repeat incidents Less than 35% of IT organizations produce business focused metrics 50% of IT organizations produce only IT performance metrics Get *for non-MBAs Pay IT’s Key: Managing to Business Value What May be Value (indicators): Quality Risk Management Compliance Market penetration Time to market P&E Ratio Share price Rating Flexibility Security What is NOT Value? Notes: (Signpost roles functions) System Availability Managing Value means: Understanding how the business delivers and manipulates value Linking business value drivers to IT services that deliver value Designing. www.g.2 Market Drivers / Issues for IT Business reliance on IT is growing There is a higher demand for tangible. ITSM transforms resources and capabilities into value-adding services Capabilities represent a service organization’s capacity.ITIL Foundations based on Version 3 – Student Guide – R3. Inc.g. outsourcing) is increasing Notes: (Signpost roles ) Notes regarding IT Performance (from Gartner): 38% .no consistency in the delivery of changes 29% . SOX) Global 24 / 7 operations are a must Perception of IT Service quality = poor or unclear Infrastructure behavior is unpredictable and impact on the business is intangible The valuable use of IT and resources is hard to define Major commercial failures are at risk from IT failures Budgets are being tightly justified Competition (e. operating and optimizing services to ensure the realization of value Project “on budget” “on time” Status Deliverables What is IT Service Management (ITSM)? Service management is a set of specialized organizational capabilities for providing value to customers in the form of services. monitor and manage the value they get from IT IT must help the business define and manage its own business value by providing the framework and mechanisms for measuring.

g.. All rights reserved. It is described not as a Standard or a methodology but as a description of good practice to be adopted by an organization and adapted to meet its specific needs. designed and managed to meet the needs of an organization.ITIL Foundations based on Version 3 – Student Guide – R3. 2006 Published by Dream Catchers. Used as the foundation ISO 20000 Maintained by the itSMF (the IT Service Management Forum) representing IT Service Management professionals worldwide Common language Reasons for Adoption in North America 17% IT Governance / Compliance 3% IT Accountability / Transparency Notes: 35% Improve Quality of IT Services Cost Reduction / Increase Efficiencies 20% 25% IT and Business Alignment Source: CMP Research.e.dream-catchers-inc.com . Inc. www. Terms The UK’s Office of Government Commerce (OGC) has documented a set of processes and procedures for the delivery and support of high quality IT services.Office of Government Commerce owns the copyright Notes: List Concept. e. It’s full title is ITIL Service Management Practices. The original meaning of the words behind the initials is unimportant and not used any longer. more for the same or less cost What is ITIL? A set of books describing accepted world-wide ‘best practice’ for quality IT Service Management Originally developed in the 1980s in the UK with public and private sector contributions OGC . Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. Dependability Timeliness Accuracy of predictions Reduce the long term cost of service provision i.2 IT Service Management Goals Align IT services with the current and future business needs of the customers Also referred to as BITA (Business IT Alignment) Notes: (Signpost roles terms) Improve the quality of IT services – in whatever way the customer expresses ‘quality’.

ITIL Foundations based on Version 3 – Student Guide – R3. or transfer even with the cooperation of the owners. PRINCE2. context. All rights reserved. replicate. Performance potential + – Resources Risks Demand Service Service + + Costs Idle capacity Service potential + – Notes: Definition Definition Customer Capabilities Provider Capabilities Resources enhance the performance of tasks reduce the effect of constraints Published by Dream Catchers.2 Integration of the 5 Core Books Requirements The business/customers Notes: Ob je ctive s fr om R eq u ire me nts Service Str ategy Strategies Policies Resource & constraints Service Design SDPs Solution Designs Service T ransition T ransition Plans Ser vice Operation Standards Arc hit ect ures Service Portfolio Service Catalog Tested solutions SKMS Operational s ervic es Contin ual Service Improvemen t Improvement actions & plans Good Practice Standards Sources (Generate) Industry practices Academic research Training and education Internal experience Notes: Employees Enablers (Aggregate) Customers Suppliers Advisors Technologies List Terms. and purpose Public frameworks and standards (such as ITIL) are attractive when compared with proprietary knowledge deeply embedded in organizations and therefore difficult to adopt. COBIT. developing good practice within their own enterprise – which may feed back into the evolution/improvement of best practice. Good practice results from a combination of effects. Substitutes Drivers (Filter) Regulators Customers Competition Compliance Commitments Scenarios (Filter) Knowledge fit for business objectives. and ISO/IEC 27001 are validated across a diverse set of environments rather than the limited experience of a single organization or person. Functions. What is a ‘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. Best practice often presents a generic view of proven quality practices. CMMI. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. but it is unlikely that every organization can.com .dream-catchers-inc. or will wish to. Inc. Thus organizations adapt and adopt. ISO/IEC 20000. Publicly available frameworks and standards such as ITIL. implement a solution in an identical way. www. Roles KEY: Good practices are in wide industry use because they work. ISO 9000.

g. configuration item or IT service to carry out an activity Capabilities are intangible assets of an organization Service Management Key Concepts (1) Process Process A set of co-ordinated activities combining resources and capabilities to produce an outcome that creates value for the customer Units of organizations specialized to perform certain types of work and responsible for specific outcomes A position. application. knowledge-intensive. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. and knowledge are used to transform resources into valuable services. www. Capability Capability refers to the ability of a service organization.ITIL Foundations based on Version 3 – Student Guide – R3. organization.dream-catchers-inc.com . Inc. process.2 Service Assets Service assets are used to create value in the form of goods and services Resource The term ‘resource’ is a generic term that includes IT Infrastructure. and technologies. person.. and deploy resources to produce value experience-driven. Capabilities represent an organization’s ability to coordinate. Problem Management. All rights reserved. responsibility or duty Notes: Although ITIL recognizes a distinct difference between processes and functions. people. money or anything else that might help to deliver an IT service Resources are considered to be assets of an organization Notes: Capabilities like management. systems. informationbased embedded within an organization’s people. Security Management) Functions • • • provide structure and stability to organizations are self-contained units with their own capabilities and resources rely on processes for cross-functional coordination and control Function Function Role Role Service Management Key Concepts (2) Notes: Customer Customer Someone who buys goods or services the customer is the person or group that defines and agrees the service level targets A person who uses the IT service on a day-to-day basis A company or unit of a company that provides IT services to customers A third party responsible for supplying goods or services that are required to deliver IT services User User Provider Provider Supplier Supplier Published by Dream Catchers. Change Management. control. it is possible in many organizations for a process and a function to have the same name (e. people. processes.

866-FOR-ITSM Copyright © 2008 Dream Catchers. All rights reserved. Inc . Measurable . resources needed to deliver a service • Efficiency = Ratio of inputs to outputs – “bang per buck” • Effectiveness = Cost of outputs from an activity and the conformance of those outputs to the specifications Processes must be audited for quality – when implemented.com Published by Dream Catchers. standards. A process may define policies. Managers will want to measure the cost and quality. and work instructions.ITIL Foundations based on Version 3 – Student Guide – R3. Specific results . Responds to a specific event . it should be traceable to a specific trigger.2 Generic Process Model Process Owner Control Documentation Notes: Process Objectives Process Process Feedback Triggers Process Activities. design / build and implementation follow process design INPUTS Resources Capabilities Enablers Process Characteristics Measurable Performance driven Managers measure cost and quality Practitioners measure duration and productivity Specific Results Individually identifiable and accountable Delivers to Customers (of processes) It must meet their expectations Responds to Specific Events Should be traceable to a specific trigger Notes: All processes must have certain characteristics. regularly and when process failures are discovered People and tools enable processes – tool specification. Metrics. cost and quality Need to balance benefits against risks Process defines what is to be achieved Procedures define how the objectives are to be achieved Measures should help to determine value for money • Economy = Cost of inputs to an activity.The reason a process exists is to deliver a specific result. Improvement OUTPUTS A process is a structured set of activities designed to accomplish a specific objective. This result must be individually identifiable and countable.Every process delivers its primary results to a customer or stakeholder. Inc. Process Has defined information inputs and outputs Consumes resources Subject to management controls over time. Roles Procedures. A process takes inputs and produces defined outputs. They may be internal or external to the organization but the process must meet their expectations.We must be able to measure the process. Customers . The performance of the process is incredibly important. www. People involved operationally with the process are concerned with how long it takes and how easy it is.While a process may be ongoing or iterative. guidelines.dream-catchers-inc.

policy and standards Assist with process design Ensure process documentation is available and current Auditing the process for efficiency. IT and Business Process Manager for each process Notes: Service Owner Initiation. Published by Dream Catchers. All rights reserved. Not responsible for execution of design.com . transition and ongoing maintenance Prime contact for service related issues Ensure service delivery meets customer requirements Identify service improvements and raise the Requests for Change Liaise with Process Owners throughout the Service Management lifecycle Effective reporting and monitoring Accountable to the IT Director for the delivery of the service Notes: Service Owner responsible for specific service. Inc. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.Service Management. transition or operation activities.ITIL Foundations based on Version 3 – Student Guide – R3. www.dream-catchers-inc. Service Owner should represent their service in Change Advisory Board (CAB) meetings.2 Specific Roles ITIL describes several key roles that assist in the provision of quality services: Service Owner providing focus for their Services Process Owner for every Process . effectiveness and compliance Communicate information to ensure awareness Provision of resources and training Provide input to Service Improvement Programs Notes: Process owner not responsible for executing activities within the process. Process Owner Define process strategy.

but the two roles may be separate in larger organizations.g. improvements. It is used to clarify to all involved which activities and roles they are expected to fulfil.com .dream-catchers-inc. Inc. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. as well as identifying any gaps in process delivery and responsibilities. regional Change Managers) The Process Manager role is often assigned to the person who carries out the Process Owner role. IT Service Management Reusable Concepts Business Cases Means of quantitatively supporting action or decision (for services. etc. changes. It is especially helpful in clarifying the associated staffing model. www. etc.) Templates for common activities or structures (for changes. etc.) Complete descriptions and specifications (for services. configurations.) Notes: Models Packages Baselines Published by Dream Catchers. All rights reserved. monitor and report on the process There may be several Process Managers for one process (e. Notes: RACI Model Responsible: The person or people responsible for getting the job done Accountable: Only 1 person can be accountable for each task Consulted: Involved through input of knowledge and information Informed: Receiving information about process execution and quality Notes: The RACI matrix documents the roles and relationships of stakeholders in a process or activity. configurations.) Descriptions of a state at a particular point in time (for services.2 Process Manager Responsible for the operational management of a Process Responsibilities include planning and coordinating all activities required to carry out. releases. designs. process performance.ITIL Foundations based on Version 3 – Student Guide – R3. etc.

Methods and assumptions Defines the boundaries of the business case. oversees the management of and compliance to the process. Inc. and IT Strategist. Improved Business Value 2. Conceptually. whether positive opportunity or negative threat business operations demand risk ITSM management Define Framework Embed & Review Gain Assurance Implement Responses analysis Notes: Identify Risks Identify Owners Evaluate Risks Set Risk Levels Identify Responses customer assets service assets service operations supply risk Questions: 1. Recommendations Specific actions recommended Business Cases are used heavily in both Service Strategy and Continual Service Improvement. whose costs and whose benefits C. Introduction The business objectives addressed by the service B.2 The Business Case Business Case A decision support and planning tool that projects the likely consequences of a business action Notes: Dimensions Qualitative Quantitative A. Risks and contingencies The probability that alternative results will emerge E.dream-catchers-inc. 1) True 2) False (Correct) 3. Reduction in Cost of delivering IT Services (Correct) 2) Reduction in Cost of delivering IT Services. Higher Availability. Business impacts The financial and non-financial business case results D.com . The roles defined in ITSM include Process Owner. Improved Quality of Service. Select the correct role from the options below: "Accountable for the overall quality of a process. The three objectives of Service Management can be summarized by which statement: 1) Alignment of IT and the Business. The following defines one of the three roles defined in ITIL. www. All rights reserved. Service Owner." 1) Process Owner (Correct) 2) Service Owner 3) Process Manager Published by Dream Catchers. business cases are considered in all phases of the lifecycle of a service – for example: • As justification for a requested changes • As a component of a Capacity Plan • As a component of an Availability Plan • As a consideration in implementing a structural problem resolution Managing Risk Risk An uncertainty of outcome. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. such as time period.ITIL Foundations based on Version 3 – Student Guide – R3.

The Primary reason for Adoption of ITIL in North America is Improvement in Quality of Service. Answer: RACI Model 5. The major characteristics of a Process include: Specific Results. A model which documents the roles and relationships of stakeholders in a process or activity. Inc. Answer: Business Case 2. etc. Means of quantitatively supporting action or decision for services. Delivers primary results to a customer. Answer: Process Owner 3.2 4.dream-catchers-inc. policy and standards. Answer: Risk 4. Responds to a specific event and is____________ Answer: measurable Notes: PROPERTIES Allow user to leave interaction: Show ‘Next Slide’ Button: Completion Button Label: Anytime Show always Proceed to the Quiz Published by Dream Catchers. changes. whether positive opportunity or negative threat. A uncertainty of outcome. The Following is the definition of IT Service Management: "Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services" 1) True (Correct) 2) False Questions: 1.ITIL Foundations based on Version 3 – Student Guide – R3.com . 1) True (Correct) 2) False 5. All rights reserved. This person defines process strategy. improvements. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. www.

ITIL Foundations based on Version 3 – Student Guide – R3. The Lifecycle Approach STRATEGY IMPROVEMENT Business need Optimization Operation Deployment OPERATION Retirement Business need Notes: DESIGN Requirements definition Design Evaluation Develop. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.2 Notes: Unit Quiz Notes: The Service Lifecycle The Integrated Service Lifecycle Objectives of each of the Service Lifecycle Phases Value of each of the Service Lifecycle Phases The Service Lifecycle Notes: Foundations Course for I TSM (ITIL v3) Business Need Definition of Service Value Creation Service Requirements Detail Designs Ensure Feedback Loops exist with all Lifecycle Phases Intended Business Value is Realized Services Built & Tested Transition to Prod. All rights reserved. www.dream-catchers-inc. Inc. build and test Procurement TRANSITION Published by Dream Catchers.com .

implemented and transitioned according to the specifications in the Service Design Package ST Published by Dream Catchers.Overview Notes: Purpose Purpose A holistic approach to all aspects of the design of new or changed service for introduction into the live environment The 5 Aspects Aspects Service solutions ITSM systems and tools Technology architecture & management systems Processes (I TSM) Metrics and methods Processes Processes Service Catalog Management Service Level Management Capacity Management Availability Management Service Continuity Management Information Security Management Supplier Management Primary deliverable: Service Design Package SD The key message from Service Design is that new or changed services. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. Inc. processes.com .Overview How to design. www. and implement service management not only as an organizational capability but as a strategic asset Activities Define the market Develop the offerings Develop strategic assets Prepare for execution Notes: Setting policies and objectives is a primary concern of Service Strategy. Purpose Purpose Processes Financial Management Service Portfolio Management (including methods) Demand Management Primary deliverable: chartered service with business case SS Service Design . technology such as monitoring systems should not be implemented in isolation. Service Design is required to enable the continuation of all current operational aspects considering the impact of changes on these at the outset and not as an afterthought when the change is about to go live.ITIL Foundations based on Version 3 – Student Guide – R3. All rights reserved.dream-catchers-inc. The classification of significant must be determined by each adopting organization.Overview Purpose Notes: Assist organizations seeking to plan and manage service changes and deploy service releases into the production environment successfully Processes Transition Planning & Support Change Management Service Asset & Configuration Management Release & Deployment Management Service Validation & Testing Evaluation Knowledge Management Primary deliverable: established (changed) service. develop. Service Transition .2 Service Strategy . Service Design relates to significant change rather than everyday (simple) changes.

storage & archive.g.Overview Notes: Continually align and realign IT services to the changing business needs by identifying and implementing improvements to IT Services that support Business Processes Purpose Learning and Improvement is a primary concern of Continual Service Improvement. The primary deliverable "Chartered Service with Business Case" belongs to which Lifecyle Phase? Answer: Service Strategy 4. server mgt.com . Technical Management. The following statement describes the primary deliverable for which Lifecycle Phase. Operations Control. What is the Primary Deliverable for the Continual Service Improvement Lifecycle Phase? Answer: Business Justified Improvement Published by Dream Catchers. "Established (changed) service. Service Desk. database admin. implemented and transitioned according to the specifications in the Service Design Package. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. The primary deliverable for the Service Design Phase is: Answer: Service Design Package 3.Overview Coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers (including the ongoing management of technology to deliver and support services) Notes: Purpose Operation functions – e. directory services mgt Primary deliverable: intended business outcomes Processes Event Management Incident Management Request Fulfillment Problem Management Access Management SO Continual Service Improvement . Facilities Mgt Common Service Operations Activities – e. network mgt.2 Service Operation . objectives and are measurable Primary deliverable: business justified improvement CSI Questions: 1.g. What is the Primary Deliverable for the Service Operation Lifecycle Phase? Answer: Intended Business Outcomes 5. Inc." Answer: Service Transition 2.dream-catchers-inc. www.ITIL Foundations based on Version 3 – Student Guide – R3. Consider processes throughout the Service Lifecycle Improve effectiveness and efficiency of existing processes Understand cost implications Ensure all processes contain goals. All rights reserved.

Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. www. All rights reserved. guidelines and processes The development of Markets (internal and external) Service assets Implementation strategy Setting objectives and expectations of performance towards serving customers and market spaces Identifying. develop. Inc.ITIL Foundations based on Version 3 – Student Guide – R3. and implement service management not only as an organizational capability but as a strategic asset Notes: Foundations Course for I TSM (ITIL v3) Principles useful for developing policies.dream-catchers-inc.2 Notes: PROPERTIES Allow user to leave interaction: Show ‘Next Slide’ Button: Completion Button Label: Anytime Show always Proceed to Quiz Notes: Unit Quiz Notes: Service Strategy Activities of Service Strategy Key concepts Objectives of Service Strategy processes Goals.com . Purpose & Scope of Service Strategy Purpose How to design. selecting and prioritizing opportunities Scope Value creation Service Assets Service Provider Types Service Structures Principles for strategy Key activities SS Published by Dream Catchers.

Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. www.ITIL Foundations based on Version 3 – Student Guide – R3.a promise or guarantee that a product or service will meet its agreed requirements (expressed in a formal agreement e. Inc. Service Level Agreement or Contract (Fitness for Use) Performance supported? Constraints removed? Available enough? Capacity enough? Continuous enough? Secure enough? Notes: Some of the key concepts in Service Strategy are about value creation. Let’s look at some of these concepts.g. the business value of a service is created by the combination of two elements: Utility . expansion and growth SS Notes: Develop the Offerings Develop the Assets Prepare for Execution Utility & Warranty From the customer’s perspective. OR Fit for purpose? AND Value-created Fit for use? AND SS Service Portfolio Management To govern investments in service management dynamically across the enterprise and manage them in the provision of value Notes: Header slide Foundations Course for I TSM (ITIL v3) Goal Understand the customer’s business and defining business services Aligning IT services and business services Linking IT Service Assets to higher-level business services – Business Service Management “The value of a Service Portfolio strategy is demonstrated through the ability to anticipate change while maintaining traceability to strategy and planning.dream-catchers-inc.” SS Published by Dream Catchers.2 The Activities of Service Strategy Define the Market Understand the customer Understand the opportunity Clarify and visualize Understand market space Define outcome-based services Service Portfolio.the functionality offered by a product or service from the customer’s perspective (Fitness for Purpose) Warranty .com . Catalog and Pipeline Customer and service assets Service Management as an asset Enhancing performance and potential Assessment and objectives Prioritizing Potential. All rights reserved.

All rights reserved. following the analysis of the list defined above. Each LOS provides a combination of utility and warranty most preferred by a segment of customers. Each LOS has one or more service offerings. Inc Goal 866-FOR-ITSM Copyright © 2008 Dream Catchers.com . Inc. The Requirements Catalogue should form part of the overall Service Pipeline within the overall Service Portfolio. Definition of a Line of Service: A core or supporting service that has multiple service packages. and all the requirements should be documented here. a Service Portfolio either clarifies or helps to clarify the following strategic questions: • Why should a customer buy these services? • Why should they buy these services from us? • What are the pricing or chargeback models? • What are our strengths and weaknesses.ITIL Foundations based on Version 3 – Student Guide – R3.2 Service Lifecycle within the Service Portfolio Service Knowledge Managem ent System Service Lifecycle Service Status: Requirements Defined Analyzed Approved Chartered Designed Developed Built Test Released Operational Retired Service Portfolio Notes: Services under development.dream-catchers-inc.5. each under the control of a Product Manager. Service Portfolio Management Process Strategy Notes: By acting as the basis of a decision framework. Understand the customer’s business to identify. priorities and risk? • How should our resources and capabilities be allocated? Define Inventories Business Cases Analyze Value Proposition Prioritization Approve Service Portfolio Authorization Charter Communication Resource allocation SS Demand Management Objectives Visualize the customer’s business activity and plans in terms of the demand for required supporting services Notes: Patterns of demand are driven by business activity. Demand Management is most tightly integrated with Capacity Management and seeks to eliminate excess capacity. www. analyze and codify patterns of business activity Reduce the risk of uncertainty in demand Avoid excess capacity that generates cost without creating value SS Published by Dream Catchers. Demand management primary goal is to help ensure ability to supply services (via capacity).1.1 A Service Catalogue is also a collection of Lines of Service (LOS). Customer segments are defined in terms of business outcomes. Each requirement that has been analyzed is documented using a standard template …’ Service Desk § 5. build or test Customer/support team viewable section of the Service Portfolio Service Pipeline Service Catalog Retired Services Services no longer live SS Included in the Service Pipeline is the ‘Requirements Catalog’ ‘The Requirements Catalogue is the central repository of the users’ requirements. Business Relationship Managers help represent the interests of customer segments to Product Managers and vice versa.

What is another phrase which represents Warranty? Answer: Fit for use 4.com . User Profiles. of: the value of IT Services the value of the assets underlying services the qualification of operational forecasting SS Service Strategy . develop. Service Model.dream-catchers-inc. Goal Goal Financial Management provides the business and IT with the quantification. All rights reserved. Concepts discussed in this process include: Patterns of Business Activity. and implement service management not only as an organizational capability but as a strategic asset Notes: Service Assets for Value Creation: Resources – tangible assets Capabilities – intangible assets 4 Main Activities Activities Define the market Develop the offerings Develop strategic assets Prepare for execution Value to Business defined by: Utility .Review Purpose How to design.2 Financial Management Objectives Bring to the enterprise the core capabilities of operational visibility. and Service Provider. Differentiated Offerings. What is another phrase which represents Utility? Answer: Fit for Purpose 3.Fit for Purpose Warranty – Fit for Use Service Portfolio and Service Lifecycle Service Model Service Package Patterns of Business Activity and differentiation Processes Financial Mgt Service Portfolio Mgt Demand Mgt SS Questions: 1. From the customers perspective. Differentiated Service Levels Answer: Demand Management Published by Dream Catchers. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. www. Inc. Hint: Some Key Concepts are Service Portfolio. Within the Service Knowledge Management System what section of the Service Portfolio is viewable to customers and support teams? Answer: Service Catalog 5. Answer: Utility and Warranty 2. in financial terms.ITIL Foundations based on Version 3 – Student Guide – R3. insight and superior decision making Notes: Patterns of demand generated by the customer's business are driven by patterns of business activity. the business value of a service is created by the combination of Utility and Warranty. Name one Key Concept involved in Service Strategy.

2 Notes: PROPERTIES Allow user to leave interaction: Show ‘Next Slide’ Button: Completion Button Label: Anytime Show always Proceed to Quiz Notes: Unit Quiz Notes: Service Design Objectives & Scope The 4 P’s of Service Design Sourcing strategies 5 major aspects of design In depth look at Service Level Management Objectives. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. Inc. www.com .dream-catchers-inc. concepts and roles for other Service Design Processes Service Design Highlights A holistic approach to all aspects of the design of new or changed service for introduction into the live environment Purpose Processes Processes Service Catalog Mgt Service Level Mgt Capacity Mgt Availability Mgt Service Continuity Mgt Information Security Mgt Supplier Mgt Notes: Goals Value to the Business 4 P’s of Service Design Design constraints Technology related activities – requirements. Designing measurement systems and metrics The Service Design Package Sourcing options & considerations The 5 Aspects Service solutions ITSM systems and tools Technology architecture & management systems Processes (ITSM) Metrics and methods SD Published by Dream Catchers. etc. All rights reserved.ITIL Foundations based on Version 3 – Student Guide – R3. architectures.

especially the Service Portfolio. Design for security. resilience. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.dream-catchers-inc. including the Service Catalog Technology architecture and management systems The processes required Measurement methods and metrics Strategy Transition Operation Improvement Service Level Service Catalog Availability Capacity Architecture Notes: Continuity Supplier Security SKMS Service Catalog Measures SD Published by Dream Catchers. documents. www.2 Service Design – Goals Design services to satisfy the business objectives Design for efficient development / enhancement Design effective Service Lifecycle processes Identify and manage risks Define measures for design effectiveness Produce and maintain plans. Inc. frameworks. Assist in efforts to develop standards and policies Develop IT skills and capability Contribute to improvement efforts Notes: SD Service Design . etc.com .ITIL Foundations based on Version 3 – Student Guide – R3. etc.Value to the Business Reduced Total Cost of Ownership (TCO) Improved quality and consistency of service Easier implementation of new/ changed services Alignment and effective performance of services Improved governance and decision making Effective IT and Service Management processes Notes: SD Service Design Scope New or changed services (requirements extracted from the Service Portfolio) Service Management systems and tools. All rights reserved. policies. architectures.

Inc.Service Sourcing Decisions Considerations: IT and business processes Are complex Require specialist expertise Notes: Sourcing service delivery often involves third parties Sourcing decisions should be based on Risk Internal expertise Cost/benefit Permutations of actual service provision can be very complex On-shore versus off-shore Effects of mergers and acquisitions De-mergers and sell offs Effective and efficient solutions should be found SD Service Delivery / Provisioning Models In-sourcing Outsourcing Co Sourcing Partnership/ Multi-sourcing Business process outsourcing (BPO) Application outsourcing Knowledge Process outsourcing (KPO) Internal resources for all aspects Use of external resources for well defined areas Mixture of internal and external resources Two or more organizations share provision of services over the complete lifecycle Business processes outsourced to organizations to provide Payroll. www.com .2 The 4 P’s of Service Design Objectives Inputs / Outputs Ownership Activities Measurements Staffing levels Skill sets Training Communication Notes: The 4 P’s represent the four major areas that need to be considered in the design of effective service management.ITIL Foundations based on Version 3 – Student Guide – R3.dream-catchers-inc. All rights reserved. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. accounts. People People Processes Products/ Products/ Technology Partners/ Suppliers Suppliers Specialist suppliers Appropriate & documented agreements Communication channels Tools to assist in service generation Technology that increase efficiency SD Service Design . Published by Dream Catchers. etc. ASP shared computer based services via network (On demand software) Extension to BPO with the addition of business expertise SD Notes: ITIL believes that Knowledge Process Outsourcing is the newest form of outsourcing.

methods and metrics for the services. the architectures and their constituent components and the processes Notes: ‘The main problem today is that organizations often only focus on the functional requirements. It is initially created for each new service and then updated associated with major changes and at the retirement of the service. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.2 5 Key Aspects of Service Design 1. Management and technology architectures and tools 4.especially the Service Portfolio 3. Designing Service Solutions including all of the functional requirements.dream-catchers-inc. Inc. A design or architecture by definition needs to consider all design aspects. Service management system and tools . Processes needed to design. operate and improve the services 5. Measurement systems. resources and capabilities needed and agreed 2. retirement 1 Notes: This is a key document which enables all the various design activities to be recorded and progressed through the life of the service.com . All rights reserved. Service Transition Plan Service Operational Acceptance Plan Service Acceptance Criteria SD Published by Dream Catchers.ITIL Foundations based on Version 3 – Student Guide – R3. transition. www.’ SD Designing Service Solutions Approach Create a repeatable process Ensure cost. major change. quality and functionality Iterative and incremental Assisted by Project Management sample approach Pilot SAC SAC Design SLR SDP SDP Transition SLA SLR = Service Level Requirements SDP = Service Design Requirements S AC = Service Acceptance Criteria SLA = Servic e Level Agreement SAC SAC Operation Live ASPECT 1 Notes: Slide acronyms: • Reqs – requirements for the service • SDP – Service Design Package • SAC – Service Acceptance Criteria • SLR – Service Level Requirements • SLA – Service Level Agreement • SLM – Service Level Management SD ASPECT The Service Design Package (SDP) Defines all aspects of IT service throughout lifecycle Created for new services. Service Requirements include: • Business Requirements • Service Applicability • Service contacts Service Design includes: • Service Functional Requirements • Service Level Requirements • Service and Operational Management Requirements • Service Design and Topology Contents: Service Requirements Service Design Organizational readiness assessment Service Lifecycle Plan Service Program.

dream-catchers-inc.g. by creating.2 The Service Portfolio and Contents Captures details for all services Access to information controlled ASPECT 2 Notes: Service Portfolio Require men ts Defined Analyzed Approved Charte red Designe d Develo ped Built Te st Rele as ed Operational Retired Service Pipeline Service Catalog Requirements are recorded considered and prioritized forming the Service Pipeline Services with status between chartered and operational (different status while undergoing changes ?) SD Retired Services Architectural Relationships Business Architecture ASPECT 3 Notes: Architectural design activities within IT provide overall strategic ‘blueprints’ for the development and deployment of the IT infrastructures. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. Roles & Activities Processes & Procedures Management Tools Technology Integrated end-to. All rights reserved.’ SD Technology Architecture Technology needed to provide the service (e. www.ITIL Foundations based on Version 3 – Student Guide – R3. invoicing Service) Technology to support the service (e. communicating and improving key principles and models that describe the enterprise’s future states and enable its evolution. Enterprise architecture should be integrated with the business architecture and should include architectures for: • Applications • Data/information • IT infrastructure • Environments Service Architecture Delivery Feedback & Monitoring Service Portfolio Enterprise Architecture defined by Gartner Supported by Application Architecture Using Infrastructure Architecture Service Knowledge Mgt System Data Architecture ‘… translating business vision and strategy into effective enterprise change.end end-toImplement bottom up Design top down ASPECT 3 Notes: SD Published by Dream Catchers.com .g. Inc. end-to-end transaction timing monitors) Business Requirements People.

how can you manage it?’ Measurement should: Encourage that business objectives are met Assist in behavioral change Perspectives:* Customer Business Innovative Financial * From the Balanced Scorecard Notes: Measurement Systems and Metrics Design should include measures for: • Progress – milestones achieved • Compliance – process conformance • Effectiveness – results against objectives • Efficiency – process productivity and resource utilization Measure for: Knowing what is happening Identification of excellence Need for improvement SD Measurement Design Criteria Metric: Something measured and reported on to help manage a process. www. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. All rights reserved. Methods and Metrics ASPECT 5 ‘If you cannot measure it.dream-catchers-inc.com . ASPECT 5 Notes: Guidelines: Fit for purpose Not over or under engineered Require minimal reengineering Effective and efficient solutions Align to current level of capability Stick to Key Performance Indicators (KPIs) Business Business IT IT Overall Service Service Specific Specific Metrics Metrics Process Process Component SD Published by Dream Catchers. Inc. activity.2 Process Design Process Models Improve understanding Articulate key features ASPECT 4 Notes: Process Controls Defined and documented Enables consistent approach Allows measurement Proves effectiveness and efficiency SD Measurement Systems. service. etc.ITIL Foundations based on Version 3 – Student Guide – R3.

Inc. measure report and review the level of IT service provision for all services Promote and build good relationships with the business and customers Monitor and improve levels of customer satisfaction Provide specific and measurable targets Define levels of service clearly and unambiguously Proactively improve service levels where cost justifiable SD Notes: Service Level Management .ITIL Foundations based on Version 3 – Student Guide – R3.Objectives Define. document. All rights reserved.com . Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.2 Service Design Processes Notes: Service Level Management Service Catalog Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management SD Service Level Management .dream-catchers-inc.Scope Provide key interface between the business and IT service provider Negotiate and agree on Service Level Agreements for current services in conjunction with Operational Level Agreements and Contracts Capture Service Level Requirements for future business needs and changes Investigate and eradicate poor service Create and manage Service Improvement Plans Notes: SD Published by Dream Catchers. www. agree. monitor.

OLAs & UCs Service Catalog Support Team UCs OLAs Supplier SD Published by Dream Catchers.ITIL Foundations based on Version 3 – Student Guide – R3.“ Operational Operational Level Level Agreement Agreement (OLA) Underpinning Contract (UC) Service Level Management . Inc. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.dream-catchers-inc.Structure Notes: Customer Customer Customer Customer Service Level Agreement Service A Service B IT Infrastructure Service C Operational Level Agreements Internal Organization Underpinning Contracts External Organization SD Service Level Management Process Notes: Customer Service SLRs Standards & Templates SLAs Reports Determine. All rights reserved. documents service level targets. it should not be documented. Document & Agree Agree Monitor & Report Review & Improve Assist with with Service Catalog Develop Develop Contacts & Relationship Improve Customer Satisfaction Review SLAs. and specifies the responsibilities of the IT service provider and the customer Underpinning agreement between an IT service provider and another part of the same organization that assists with provision of services Legally binding agreement between an IT service provider and a third party (supplier) SD Notes: A rule of thumb for SLAs .com .2 Service Level Management – Key Documents Service Level Service Level Agreement Agreement (SLA) A written agreement between the customers and the IT service provider that quantitatively details the IT Service."If something cannot be measured. www.

Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.Activities Determine SLA structure Produce Service Level Requirements Report on SLAs Conduct customer satisfaction surveys Revise SLAs. Service Catalog Instigates and drives Service Improvement Plans (via SIPs through Continual Service Improvement) SD Notes: Published by Dream Catchers. All rights reserved. customer and business perspective and should cover both subjective and objective measurements.2 Service Level Management . Inc.’ Notes: KPIs should cover: Success of SLM How many services have agreements Time to create agreements % of review meetings held on scheduled date Success of services delivered % reduction in SLA breaches Breaches caused by OLA issues Breaches caused by contract issues SD Service Level Manager Creates the process and procedures to support the key activities Produces standards for documentation Conducts agreement negotiation and ensures monitoring and reporting in place Responsible for resolving complaints and monitoring customer satisfaction Assists in production of the Service Portfolio.ITIL Foundations based on Version 3 – Student Guide – R3.dream-catchers-inc. OLAs and contracts Log and manage complaints and compliments Provide service reporting Conduct Service Reviews Initiate improvements (via Service Improvement Plans) Conduct annual SLA reviews (including revisiting OLAs and contracts) Maintain business and customer relationships Notes: SD Service Level Management .KPIs ‘Key Performance Indicators (KPIs) and metrics … should be developed from the service.com . www.

2 Service Level Management . including relationships to the supporting services. in the live environment. RFCs. etc. and to ensure that it is accurate and reflects the current details.com . Inc. problems. Published by Dream Catchers. www. Services are entered into the catalog once they at chartered status.Key Challenges Notes: Identifying the correct customer No prior experience of Service Level Management Drafting SLAs Gathering initial baseline information Ensuring agreement is signed Gaining Service Desk and support groups ‘buy in’ Advertising SLAs SD Service Catalog Management . Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. status. Each Service should be held as a Configuration Item to ensure the effective recording of incidents.Basic Concepts Notes: Business Process Business Process Business Process Business Service Catalog Service A Service B services delivered to the customer.ITIL Foundations based on Version 3 – Student Guide – R3. Define the service within the Service Catalog Produce and maintain the Service Catalog Ensure interfaces. The business may not require a view into the technical details that support the service and the technicians may not necessarily require a view into the business information. The Service Catalog is subject to Change Management. or being prepared to run. interfaces and dependencies of all services that are being run.dream-catchers-inc. including relationships to the business units and the business process Technical Service Catalog SW HW App Data services delivered to the customer. against services.Objectives Notes: Manage the information contained within the Service Catalog. shared services. and supporting components and items SD Service Catalog Management . dependencies and consistency between the Service Catalog and the Service Portfolio all services and supporting services all services. components and items SD The Service Catalog can contain more than one view. All rights reserved.

All rights reserved.com . www.Basic Concepts Business Capacity Management (BCM) Aligning IT to business plans and strategy Modeling BCM Review Current Current Improve Improve Agree & & Document Document Plan Plan Reports Notes: Service Capacity Management (SCM) Ensuring capacity underpins service Managing demand Tuning SCM SCM CMIS* CMIS* Component Capacity Management (CCM) Understanding technical components Analyzing future technologies Tuning CCM CCM Tools Plan Forecast *Capacity Manageme nt In formation Sys tem SD Published by Dream Catchers. The way this is implemented will depend on the requirements of the organization. SD Capacity Management .Objectives Create the Capacity Plan Provide advice and guidance to IT and the business regarding performance and capacity issues Ensure performance meets or exceeds targets Assist Incident and Problem Management on capacity related issues Assist in Change Management assessment of impact on capacity and performance Proactively look for cost effective solutions to enhance performance Notes: SD Capacity Management .ITIL Foundations based on Version 3 – Student Guide – R3.dream-catchers-inc. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. Inc.2 Service Catalog Manager Notes: Producing and maintaining the Service Catalog Ensuring that all operational services and all services being prepared for operation are recorded within the Service Catalog Ensuring that all the information within the Service Catalog is Accurate and up-to-date Consistent with the information within the Service Portfolio Adequately protected and backed up The role of the Service Catalog Manager fits effectively with the Service Owner or even Service Level Manager.

SD Availability Management . All rights reserved. operation and improvement Assist with availability related incidents and problems Assess the impact of changes Produce cost effective proactive measures Measure and monitor SD Alternative statement of objective: “The main objective of Availability Management is to ensure that service availability matches or exceeds the agreed needs of the business” Published by Dream Catchers.ITIL Foundations based on Version 3 – Student Guide – R3.dream-catchers-inc. www. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. Inc. and thus are implemented through Change Management SD Responsibilities of the Capacity Manager Application sizing Growth forecasting Production of Capacity Plan Iterative activities Enable sufficient capacity at all times Understanding current utilization of services and existing limits Assessments of new technologies Production of management reports Selection of capacity tools Raising capacity related incidents and problems Focal point for all capacity and performance issues Notes: Application Sizing refers to a set of techniques used to determine the resource requirements for supporting an application.com .Objectives Notes: Create and maintain the Availability Plan Provide advice and guidance for service design.2 Capacity Management .Activities Notes: Tuning Tuning 1 Implementation Analysis Analysis Monitoring Resource Resource Utilization Utilization Thresholds Thresholds SLM SLM Thresholds Thresholds CMIS SLM SLM Exceptions Exceptions Resource Resource Utilization Utilization Exceptions 1 Changes to capacity are changes. transition.

All rights reserved. component or configuration item to perform its required function when required Managing Availability means …. Analyze.com .ITIL Foundations based on Version 3 – Student Guide – R3.e. Availability Management – Terms Reliability Reliability Fault Tolerance Tolerance Maintainability Serviceability How long a service or component performs without interruption The ability of a service to mask (component) failure How quickly a component can be restored to an operational state Ability of a third-party to meet their contract terms Notes: Actual Down Time (ADT) does not include planned downtime (i. pre-determined and agreed to outages for maintenance periods. Measure. Intentionally defining ‘availability’ based on business value and requirements Looking at all aspects of ‘availability’ Monitoring ‘availability’ Driving capability and improvement into ‘availability’ Service Availability Availability Availability Availability Component Availability Component SD Notes: Service availability is sometimes referred to as ‘end to end’ availability.2 Availability Management – Concepts Availability = the ability of an IT Service. www. Review Analyze Failures & Remediation AMIS* Manage Risk Implement CounterMeasures Plan & Design Review & Test *Availability Man agemen t Informatio n System Proactive Activities SD Published by Dream Catchers.dream-catchers-inc.) Calculating Availability Agreed Service Time (AST) Actual Down Time (DT) x 100 Agreed Service Time (AST) SD Availability Management Process Notes: Reactive Activities Monitor. Inc. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. etc. Report.

www. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.dream-catchers-inc.ITIL Foundations based on Version 3 – Student Guide – R3. Inc.Objectives Notes: Maintain IT service continuity and recovery plans Conduct Business Impact Analysis (BIA) Conduct Risk Assessments Provide advice and guidance on recovery issues Support the business with appropriate recovery mechanisms SD Published by Dream Catchers.2 The Expanded Incident Lifecycle Notes: MTBSI MTBF MTRS detect incident diagnose repair recover restore MTRS MTRS MTBF MTBSI MTBSI Mean time to restore service (‘downtime’) Mean time between failures (‘uptime’) Mean time between system incidents SD Responsibilities of the Availability Manager Notes: Create and maintain the Availability Plan Monitor and report Proactively improve Acquire and support tools Conduct Risk Assessments Conduct Business Impact Analysis Assist Incident and Problem Management SD IT Service Continuity Management . All rights reserved.com .

com .Objectives Align with business security objectives and processes Protect information. awareness and Training Review and audit Testing Change Management Plans Implementation Invocation On Going Operation SD Responsibilities of the ITSC Manager Perform Business Impact Assessment (BIA) with the business Align ITSCM with requirements of Business Continuity Management Conduct Risk Assessment Manage Communication and awareness Manage and maintain strategy and plans Manage Invocation activities Conduct plan reviews and testing Participate in contract negotiations related to recovery options Notes: SD Information Security Management . Inc. integrity and availability Notes: Framework for Managing Information Security Maintain Control Evaluate I Plan Implement SD Published by Dream Catchers.ITIL Foundations based on Version 3 – Student Guide – R3.Concepts Notes: Business Continuity Management Initiation Policy setting Scope Initiate a proje ct Strategy Requirements & Strategy Business Impact Analysis Risk Assessment IT Service Continuity Strategy Develop IT Service Continuity Plans Develop IT plans. All rights reserved. www.2 IT Service Continuity Management . recovery plans and procedures Organizatio n Planning Testing strategy Education. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. including Business transactions Exchanges of information between organizations Ensure confidentiality.dream-catchers-inc.

ITIL Foundations based on Version 3 – Student Guide – R3.2
Information Security Management - Concepts

Notes:
Information Security Policy Strategy Organizational Structure Security Controls Management of Risks Process Management Communications Training and Awareness
Security Policy Enforce Risk & Vulnerability Monitor & Manage Report & Review Report Control & Mitigate

The Information Security Policy should be widely available to all customers and users, and their compliance should be referred to in all SLRs, SLAs, contracts and agreements.

Information Security Management System (ISMS)

SD

Information Security Manager - Role
Produce and maintain the Information Security Policy Communicate and enforce policies Define the level of control and protection for components Conduct BIA and Risk Assessment Develop and document controls and procedures Monitor security issues Manage security testing Execute remedial action for breaches
SD

Notes:

Supplier Management - Objectives
Manage supplier relationships and performance to ensure value for money Negotiate and monitor contract performance Create Supplier Policy Create and maintain Supplier and Contract Database (SCD)
Contracts Manager

Notes:
The process should be set up to facilitate the monitoring and control of the suppliers as well as formal processes for engaging new supplier organizations. There should be guidelines set up and adhered to for contractor negotiations so that the process can be as transparent as possible.

Supplier Mgt Process Owner

Purchasing

Supplier Manager

Legal Legal
Supplier Manager

Supplier Supplier Supplier

Supplier SD

Published by Dream Catchers, Inc

866-FOR-ITSM Copyright © 2008 Dream Catchers, Inc. All rights reserved.

www.dream-catchers-inc.com

ITIL Foundations based on Version 3 – Student Guide – R3.2
Supplier Management - Basic Concepts

Notes:
Supplier Strategy Supplier Strategy & Policy & Policy Evaluate

Supplier & Supplier Contract Contract Database

Categorize & Categorize Maintain

Establish

All Supplier Management process activity should be driven by a supplier strategy and policy from Service Strategy. In order to achieve consistency and effectiveness in the implementation of the policy a Supplier and Contracts Database (SCD) should be established, together with clearly defined roles and responsibilities.

Manage Manage

Renew / Terminate Terminate

SD

Responsibilities of the Supplier Manager

Notes:
Maintain Supplier and Contract Database Assist in creation of SLAs and contract negotiation aligning with business need Perform review and Risk Assessment Document interfaces between suppliers Conduct regular review of suppliers

SD

Summary of Service Design Processes

Notes:
New Requirements SDP Strategy

Analyze Requirements

Design Solution

Evaluate Solution

Prepare Solution

Develop Solution

Architectures Pipeline Catalog

Measurement Methods

Service Design
ITSCM SEC SEC SUPP

SLM SLM

CAP CAP

AVAIL

SD

Published by Dream Catchers, Inc

866-FOR-ITSM Copyright © 2008 Dream Catchers, Inc. All rights reserved.

www.dream-catchers-inc.com

ITIL Foundations based on Version 3 – Student Guide – R3.2
Service Design - Review
Purpose Purpose
A holistic approach to all aspects of the design of new or changed service for introduction into the live environment

Processes
Service Level Mgt Service Catalog Mgt Capacity Mgt Availability Mgt IT Service Continuity Mgt Information Security Mgt Supplier Mgt

Notes:

Goals Value to the Business
Design constraints

Technology related activities – requirements, architectures, etc.
Designing measurement systems and metrics Sourcing options & considerations 4 P’s of People, Process, Products & Partners Service Design Package

The 5 Major Aspects The Aspects
Service Solutions Design Service Mgt system & tools Technology & Architecture Design Process Design Measurement Design
SD

Notes:

PROPERTIES Allow user to leave interaction: Show ‘Next Slide’ Button: Completion Button Label:

Anytime Show always Proceed to Quiz

Notes:
Unit Quiz

Notes:
Service Transition
Key terminology and concepts Change Management (in depth) Objectives, basic concepts and roles for
Service Asset and Configuration Management (SACM) Release and Deployment Management Knowledge Management

Highlight other processes

Published by Dream Catchers, Inc

866-FOR-ITSM Copyright © 2008 Dream Catchers, Inc. All rights reserved.

www.dream-catchers-inc.com

systems and functions to package. test and deploy a release into production. build. and establish the service specified in the customer and stakeholder requirements ST Scope of Service Transition Change Management Asset Service Asset and Configuration Management Transition Planning & Support Service or Change Evaluation Service Strategy S ervice D es ign Plan and pr epare release Service Testing and Pilots P lan and Prepare for Deployment Transfer Deploy Retire Notes: Bu ild and Test Review & Close Service O peration Release and Deployment Management Release Deployment Service Validation and Testing Knowledge Management Management ITIL process that supports whole service lifecycle Focus of activity related to service transition ITIL process in other core publicatio n ST Service Transition Goals and Objectives Goals Set customer expectations Enable integration Reduce performance variation Reduce known errors and minimize risk Ensure proper use of services Notes: More details regarding goals: Set customer expectations on how the performance and use of the new or changed service can be used to enable business change Enable the business change project or customer to integrate a release into their business processes and services Reduce variations in the predicted and actual performance of the transitioned services Reduce the known errors and minimize the risks from transitioning the new or changed services into production Ensure that the service can be used in accordance with the requirements and constraints specified within the service requirements. All rights reserved.ITIL Foundations based on Version 3 – Student Guide – R3.2 Service Transition Purpose Provide guidance on the development and improvement of capabilities for transitioning new and changed services into operations Notes: Service Transition provides guidance on • moving new and changed services into production • testing • the transfer of services to or from an external service provider Scope Management and coordination of the processes. www. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.com . Objectives Provide clear and comprehensive plans Plan and manage the resources Increase satisfaction Increase use of services ST Published by Dream Catchers.dream-catchers-inc. Inc.

www. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. service outage. acquisitions.2 Service Transition Value to the Business Enables the service provider to: Handle high volumes of change and releases across its customer base Align the new or changed service with the customer’s business requirements and business operations Ensure that customers and users can use the new or changed service in a way that maximizes value to the business operations Notes: Additional points of value: • Competitive edge – Ability to adapt quickly to new requirements and market developments • Management of mergers.ITIL Foundations based on Version 3 – Student Guide – R3. transition and ongoing maintenance and support of a particular service “These owner roles are not necessarily a person dedicated for each process or service. Inc. disruption and re-work ST Service Transition Processes & Roles Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management Process Owner responsible for ensuring that all activities defined within the process are undertaken Notes: Service Owner responsible to the customer for the initiation. transfer of services • Success rate of changes and releases for the business • Predictions of service levels and warranties for new / changed services • Confidence in the degree of compliance with business and governance requirements during change • Variation of actual against estimated and approved resource plans and budgets • Productivity of business and customer staff because of better planning and use of new and changed services • Timely cancellation or changes to maintenance contracts for hardware and software when components are disposed or de-commissioned • Understanding of the level of risk during and after change.com .” ST Published by Dream Catchers. de-mergers.dream-catchers-inc.g. All rights reserved. e.

com . Configuration Item categories: Notes: Organization CIs include strategy and internal policies Internal CIs include tangible and intangible assets such as software for individual projects External CIs include external customer agreements. www. logical. knowledge Service resource assets .people. SDP Service CIs Service capability assets . or will be.plans. facilities. service component or other item which is.2 Service Asset & Configuration Mgt Objectives define and control the components of services and infrastructure and maintain accurate configuration information on the historical.ITIL Foundations based on Version 3 – Student Guide – R3. data. capital Organization CIs – business strategies and policies Internal CIs External CIs Interface CIs ST Published by Dream Catchers. All rights reserved. business case.dream-catchers-inc. under the control of configuration management. releases for suppliers or sub-contractors Service lifecycle CIs . Inc. planned and current state of the services and infrastructure Purpose Notes: The purpose of SACM is to: • Protect the integrity of service assets and configuration items (CI) • Place IT assets and designated CIs under configuration management • Ensure the integrity of assets and configurations by maintaining a complete Configuration Management System (CMS) • Support processes through accurate information • Provide a logical model of the IT infrastructure correlating IT services and IT components (physical.systems. etc) needed to deliver these services Configuration Management enables Compliance with corporate governance Control of asset base Cost optimization Effective change and release management Faster incident and problem resolution ST Key Concepts for SACM Service Asset & Configuration Mgt Policies Configuration Model Configuration Items (CIs) Attributes Configuration Management System (CMS) Configuration Management Database (CMDB) Configuration Baselines Snapshot ST Notes: Configuration Items A Configuration Item (CI) is an asset. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.

2 Configuration Model Notes: Banking Core Service Serviced by Supported by Application Hosting Service Application Hosted Messaging Web services Availability Uses User experience Business logic Technical Infrastructure Service Network topology Authentication Network service Data services E -banking S upport Servic e ST Understanding the relationships between the components will enable other processes to access valuable information that will enable: • Assessing the impact of proposed changes • Assessing the impact and cause of incidents and problems • Planning and designing new or changed services • Planning technology refreshes and software upgrades • Planning release packages and migrating services • Optimizing utilization of assets SACM . Inc.ITIL Foundations based on Version 3 – Student Guide – R3. The status links to the use that can be made of the item at that point in time. Published by Dream Catchers. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. Configuration control ensures that there are adequate control mechanisms so that information is kept accurate and up-to-date. All rights reserved.dream-catchers-inc. Verification and audit ensures that regular reviews are performed to ensure conformity between the documented baselines and the actual environment. www. It is particularly important to ensure that the logical and physical information matches. Each CI can posses a number of different states through which in can pass.com .Activity Model Notes: Management and planning Configuration identification Configuration control Status reporting Verification and audit ST Configuration Management System Configuration identification covers all aspects of naming and labelling assets. defining classes and types of assets and how they are to be grouped and classified. together within ownership of the CI at different stages of the Lifecycle.

Configuration Analyst – create processes & procedures.dream-catchers-inc. www. provide training Configuration Administrator/Librarian – control receipt. prioritized. All rights reserved. that would give rise to RFCs that relate to services. customer and user activity analysis New service Updates to existing portfolio Sourcing model Technology innovation ST Service Change The addition.ITIL Foundations based on Version 3 – Student Guide – R3.design & maintain Knowledge Management strategy. etc. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. identification & storage of CIs and master software copies CMS / Tools Administrator – evaluate.2 Service Asset & Configuration Mgt Roles Service Asset Manager – design & maintain asset management systems and implement service asset management policies & standards Configuration Manager – design and maintain CMS – agree scope. tested. Or they may include operational changes. documented and reviewed in a controlled manner Sources of Change Legal/regulatory Organizational policy and standards Business. may be deemed outside the scope. implemented. modification or removal of any authorized. authorized. customize. planned or supported service or service component and its associated documentation Some changes may be defined to lie outside the scope of Change Management. Change Management Concepts The Truths of Change Notes: Change is an everyday part of life. These may be wider organizational and/or business changes. such as printer repairs. planned. Inc. administer and monitor tools to meet the business requirements for Service Asset & Configuration Management Service Knowledge Manager (associated) . identify naming conventions. process & procedures ST Notes: Change Management – Scope & Objective Purpose Notes: To ensure that changes are recorded. The only constant in life is change! Change = Risk Changes should be managed to: Optimize risk exposure (supporting the risk profile required by the business) Minimize the severity of any impact and disruption Be successful at the first attempt ST Published by Dream Catchers.com . evaluated.

www.dream-catchers-inc. documented and proven Authority is effectively given in advance Budgetary approval pre-ordained or within control of requestor Risk – usually low. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.ITIL Foundations based on Version 3 – Student Guide – R3.2 Change Types Normal Change Requires full assessment and authorization Notes: Standard Change A change for which the approach is pre-authorized and has an accepted and established procedure to provide a specific change requirement Approval granted by the delegated authority Emergency Change Changes intended to repair an error in an IT service that is negatively impacting the business to a high degree May have different authorization and may be documented retrospectively Should be kept to an absolute minimum ST Normal Change Process RFC Record & Review RFC Assess and Evaluate Change Notes: Configuration Management System ST Authorize Change * Includes Build & Test Plan Updates Coordinate Implementation * Evaluation Report Review and close change record Standard Changes Elements Notes: Create RFC requested Assign for Work implemented Review and close change record closed Defined trigger Tasks are well-known. always well understood ST Published by Dream Catchers. Inc. All rights reserved.com .

All rights reserved. Inc.dream-catchers-inc.g. www. test and implement path is accelerated (full testing may be foregone as necessary) Some documentation may be completed after the change is implemented ST Notes: The 7 “Rs” of Change Management Who raised the change? (requested it) What is the reason for it? What is return required? What are the risks involved? What resources are required to deliver it? Who is responsible for build. Problem) Office services staff Contractors or 3rd parties ECAB ECAB A smaller organization with authority to make emergency decisions Meets as needed ST Published by Dream Catchers.ITIL Foundations based on Version 3 – Student Guide – R3.com . Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. test and implementation? What is the relationship with other changes? ST Notes: Change Advisory Board (CAB) A body that exists to support the authorization of changes and to assist Change Management in the assessment and prioritization of changes Notes: CAB CAB Change Manager Customers User managers / reps Service Operations Application Development IT technical staff Process Managers (e.2 Emergency Changes Response to errors causing significant negative business impact Goal: as few emergency changes as possible Differences in approach: Authorization must be clearly defined and documented (ECAB advises) Build.

processes or other components required to implement one or more approved changes to IT services ST Published by Dream Catchers.2 Change Management Roles Change Authority May be a role. et al. www. test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders’ requirements and deliver the intended objectives Key Outcomes Services / changes established into production Effective use of services Realization of business value by customer Satisfied customers. via the service desk Coordinate change building. the manner in which changes are authorized Notes: Change Manager Receives. responsiveness Balancing control and bureaucracy Culture Using the right measurements ST Release and Deployment Management To build. testing and implementation Updates the change log with all progress Reviews all implemented changes Analyzes change records to determine any trends ST Change Management Metrics & Challenges Metrics Number of successful changes Number of failed changes Service disruptions caused by poor change Unplanned changes Change request backlog and why Notes: Challenges The distribution of stakeholders. logs and allocates a priority to all RFCs Chairs and facilitates CAB meetings Authorizes acceptable changes Issues change schedules. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.ITIL Foundations based on Version 3 – Student Guide – R3.com . software. Balancing risk and need Stability vs. All rights reserved. participants. to a large extent. users and staff Effective and efficient service operations Purpose Notes: Release A collection of hardware. Inc. person or a group of people The culture of the organization dictates. documentation.dream-catchers-inc.

com . manual ST Release and Deployment . pull Automation vs.2 Release and Deployment . www.ITIL Foundations based on Version 3 – Student Guide – R3. warranty and service levels Ensure knowledge transfer enabling full utilization by the consumer Ensure knowledge and skills transfer to support staff enabling full delivery and support of the service Minimize unpredicted impact Satisfy customers and users Notes: ST Release and Deployment . Big-bang – to all users at once Phased – partial then scheduled roll-out Incremental changes to all users Unit by unit Element by element Combinations of these Push vs. retire Review and close Early Life Support ST Published by Dream Catchers.dream-catchers-inc.Concepts Release Unit Notes: A portion of a service or infrastructure that is normally released together. tested and deployed efficiently Ensure new or changed services meet the utility. Inc. installed. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. All rights reserved. Release Package Release Options A single Release Unit or a structured set of release units.Objectives Provide clear and comprehensive plans enabling change projects to align their activities Ensure release packages can be built.Basic Process Notes: Plan and prepare release Build and test Service testing and pilots Plan and prepare deployment Transfer. deploy.

It provides an example of a model that can be used to represent the different configuration levels to be built and tested to deliver a service capability. Inc. there is direct involvement by the equivalent party on the right-hand side. Information about CIs is in the CMDB. Release and Deployment Roles Release & Deployment Manager Responsible for the planning. build. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. configuration and testing of all software and hardware to create release packages Notes: Release Packaging & Build Manager Establishes the final release configuration. Release Record CMDB build new release test new release distribute new release implement new release CIs are stored in the DML.com . design.ITIL Foundations based on Version 3 – Student Guide – R3. At each stage on the left-hand side. All rights reserved. builds and tests the final release delivery Deployment Staff Physical delivery of the service implementation Coordinate release documentation and communication Plans deployment in conjunction with Change. The left side represents the specification of the service requirements down to the detailed Service Design.2 Platform for Release & Deployment Notes: Definitive Media Library and CMDB DML Electronic CIs Physical CIS Business application data would not be stored in the Definitive Media Library (DML). ST The ‘V model’ for Configuration Levels & Testing Notes: 1a Define Business Requirements 2a Define Service Requirements 3a Design Servic e Solution 4a Design Service Release 5a Develop Service Solution Build & Test service review criteria Validate Service Packages/Offerings Service Acceptance Test Service Readiness Test Service Release Package Test 4b 3b 2b 1b service acceptance criteria service operational criteria service release test criteria Component & Assembly Test 5b ST The V model represents the levels of configuration and testing required to deliver a service capability. The right side focuses on the validation and test activities that are performed against the specifications defined on the left-hand side. It shows that service validation and acceptance test planning should start with the definition of the service requirements. www.dream-catchers-inc. Knowledge Management and SACM Provide feedback on the effectiveness of the release ST Published by Dream Catchers.

e-mail. Wisdom gives the ultimate discernment of the material www. reuse and learn from experiences so that mistakes are not repeated and work is not duplicated.2 Knowledge Management Notes: Purpose Ensure that the right information is delivered to the appropriate place or competent person at the right time to enable informed decision Enable the service provider to be more efficient. All rights reserved. as well as from the analysis of information (and data). The use of these terms is set out below. ideas.com Wisdom Context Knowledge Why? Information How? Data Who. Data is a set of discrete facts about events. synthesize. Most organizations capture significant amounts of data in highly structured databases such as service management and configuration management tools/systems and databases. Inc. Knowledge is composed of the tacit experiences. Through the synthesis of these elements. awareness of recent and anticipated changes and other areas that experienced staff will have been unconsciously collecting for some time. find. . quality and continued relevance of the underpinning data and inform ation.” Notes: The Data–Information–Knowledge–Wisdom structure Knowledge management is typically displayed within the Data–Information–Knowledge–Wisdom (DIKW) structure. values and judgements of individuals. Knowledge puts information into an ‘ease of use’ form.dream-catchers-inc. at a given time and location. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. What. The key knowledge management activities around data are the ability to: Capture accurate data Analyze. increase satisfaction and reduce the cost of service Ensure staff have a clear and common understanding of the value that their services provide to customers and the ways in which benefits are realized from the use of those services Ensure that. query. and multimedia. which can facilitate decision making. When. but is gathered from experience of previous transitions. service provider staff have adequate information ST DIKW Model “The quality and relevance of knowledge rests on the accessibility. Where? Understanding ST Published by Dream Catchers.ITIL Foundations based on Version 3 – Student Guide – R3. new knowledge is created. Knowledge is dynamic and context based. People gain knowledge both from their own and from their peers’ expertise. and then transform the data into information Identify relevant data and concentrate resources on its capture. Information comes from providing context to data. In Service Transition this knowledge is not solely based on the transition in progress. insights. Information is typically stored in semi-structured content such as documents. improve quality of service. The key knowledge management activity around information is managing the content in a way that makes it easy to capture.

ITIL Foundations based on Version 3 – Student Guide – R3.dream-catchers-inc.2 and having the application and contextual awareness to provide a strong common sense judgement. S ubscribe. Publish. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. number of Incidents Information – derives additional facts by processing data e. S tore . Perf ormanc e management. Browse . number of priority 1 Incidents occurring after year end processing Knowledge – uses information but includes an extra dimension from experience Wisdom – making correct decisions and judgements Managing Knowledge through the SKMS Service Knowledge Management System (SKMS) Presentation Layer (S earch. re porting. Update. M odelling.g. Data – quantitative collection of details e. Retrieve. www. Inc. Mo nito ri ng) Notes: Configuration Management System (CMS) Information Integration Layer Service Management K now ledge Base Integrated Asset and Configuration Information Data and Information sources Change data Release data Documents Application data DML1 DML2 CMDB1 CMDB2 ST Additional Service Transition Processes Transition Planning & Support Plan and coordinate the resources to ensure that the requirements in the service design are effectively realized Identify.g.com . Collaborate ) Knowledge Processing Layer (Query and analysis. All rights reserved. manage and control the risks of failure and disruption across transition activities Notes: Service Validation & Testing Ensure that a release will deliver the expected outcomes Validate that a service is fit for purpose and fit for use Confirm that the customer and stakeholder requirements for the new or changed service are correctly defined and remedy any errors or variances Evaluation 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 ST Published by Dream Catchers.

DML. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. Inc.dream-catchers-inc.com . basic concepts & roles Event Management Request Fulfilment Problem Management Access Management Service Desk function Role.ITIL Foundations based on Version 3 – Student Guide – R3. CMDB.2 Service Transition – Review Purpose Assist organizations seeking to plan and manage service changes and deploy service releases into the production environment successfully Notes: Key Concepts Goals & objectives Value to the business 7 R’s of change The V Model Types of changes Release options CI types Technologies – CMS. www. SKMS Processes Processes Change Management Service Asset & Configuration Management Release & Deployment Management Transition Planning & Support Service Validation & Testing Evaluation Knowledge Management ST Notes: PROPERTIES Allow user to leave interaction: Show ‘Next Slide’ Button: Completion Button Label: Anytime Show always Proceed to Quiz Notes: Unit Quiz Notes: Service Operation Key terminology and concepts Incident Management Objectives. All rights reserved. objectives and overlaps: Technical Management Application Management IT Operations Management Published by Dream Catchers.

2 Service Operation . Responsiveness may tend to overspend on change Cost in danger of losing service quality due to cost cutting v. www. Service Services run within budget and ROI targets Design flaws fixed and unforeseen requirements satisfied Efficiency gains achieved Services optimized SO Achieving Balance Internal in danger of not meeting business requirements v. External tends to under-deliver on promises to the business Notes: Stability in danger of ignoring business requirements v. and increase levels of change SO Published by Dream Catchers. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. Inc.ITIL Foundations based on Version 3 – Student Guide – R3. Quality may overspend on higher than necessary levels of service Reactive not able to effectively support the business strategy v.Value to the Business Notes: ‘Service Operation is where the value is seen’ A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Proactive may fix services not broken.dream-catchers-inc. All rights reserved.com .Principles & Purpose Service Operation concerns Managing day-to-day activities and technology Executing processes to optimize cost and quality Enabling the business to meet its objectives Effective functioning of components Coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers Also responsible for ongoing management of the technology Notes: Purpose Purpose SO Service Operation .

All rights reserved. Must have an intended purpose or action 2.ITIL Foundations based on Version 3 – Student Guide – R3. www.Processes Notes: Event Management Incident Management Problem Management Access Management Request Fulfillment SO Event Management To detect Events. Audience should be involved in determining need Notes: Good communication is essential for successful Service Operation.2 Communication Not a Process. just as it is for any other phase of the lifecycle. Inc Purpose 866-FOR-ITSM Copyright © 2008 Dream Catchers. Considerations Routine operational communication Communication between shifts Performance reporting Communication in projects Communications related to changes Communications related to exceptions or to emergencies Training for new or customized processes and service designs Communication of strategy and design to operational teams SO Service Operation . Inc.dream-catchers-inc. and determine appropriate control action To act as a basis for automating routine Operations Management activities Notes There is no definitive rule about delineation Each relies on the sending and receipt of a message Notes: Types of Events Informational Warning Exception Key Roles Service Desk Technical and Application Management IT Operations SO Published by Dream Catchers. but is required for effective Service Operation 1.com . make sense of them.

questions or queries reported by users (via Service Desk).” Failure of a Configuration Item that has not yet impacted service is also an incident.Overview Notes: Incident “An unplanned interruption to an IT service or reduction in the quality of an IT service. something has changed. Inc. For example failure of one disk from a mirror set. Alert A warning that a threshold has been reached.ITIL Foundations based on Version 3 – Student Guide – R3. www. or a failure has occurred SO Incident Management . by technical staff or automatically detected and reported by event monitoring tools.2 Event Management – Key Terms Event Notes: any detectable or discernible occurrence (including a change of state) that has significance for the management of a configuration item or service. All rights reserved.dream-catchers-inc. thus ensuring that the best possible levels of service quality and availability are maintained Notes Not all events are incidents Service requests are not Incidents Objective Scope Any event which disrupts or could disrupt a service – including user reported ones Incidents can also be reported/logged by technical staff “Normal service operation” means within agreed service levels (in SLAs) SO Published by Dream Catchers. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.com .Scope & Objectives Notes: Concept Foundations Course for I TSM (ITIL v3) To restore normal service operation as quickly as possible and minimize the adverse impact upon business operations. Incident Management The process of dealing with all incidents including failures. SO Incident Management .

All rights reserved.ITIL Foundations based on Version 3 – Student Guide – R3.dream-catchers-inc.Process (2) Notes: A Major Incident? No Ye s Major Incident Procedure Initial Diagnosis Escalation* Y es Escalation*? No Investigation & Diagnosis * Functional or Hierarchic Resolution & Recovery Close SO Incident Management . Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.Prioritization Priority = Impact + Urgency Impact = effect of the Incident on the business Urgency = A measure of how long it will be until the business experiences significant impact Sample model Notes: Impact Priority Resolution time High Medium Low High Urgency 1 < 1 hour 2 < 8 hours 3 < 24 hours Medium Medium Low 2 < 8 hours 3 < 24 hours 4 < 48 hours < 24 hours 3 < 48 hours 4 Planned SO 5 Published by Dream Catchers. www.com . Inc.2 Incident Management – Process (1) Notes: Web Event User Call Staff Logging Identification Categorization Service Request? No Ye s Request Fulfillment Prioritization A SO Incident Management .

reduce or eliminate the impact Timescales . Timescales must be agreed for all incident handling stages – based upon agreed response times and resolution targets documented in SLAs.2 Incident Management . Each organization defines what constitutes a major incident. www. Tools can be used to manage the process and ensure that a consistent approach is always followed.highest category of impact for an incident SO A workaround is a way of reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.agreed for all incident handling stages Incident models . Special procedures need to be followed to ensure that all resources are available to deal with the incident speedily. Major incidents represent the highest category of impact for an incident. Inc. Incident models define the specific steps to be taken associated with recurring incidents that have standard responses defined. All rights reserved.com . All support groups must be aware of these timescales and tools may be used to automate escalation.standard responses formulated to deal with common incidents Major incidents .Metrics Number of incidents Breakdown by stage Incident backlog Number and percentage of major incidents Mean time to resolve by impact code Percentage handled within SLA Number and percentage of incidents handled per SD agent Number and percentage handled remotely Number of incidents per incident model Incident occurrence by time of day Notes: January February March SO Incident Management .ITIL Foundations based on Version 3 – Student Guide – R3.Other Concepts Notes: Workarounds . A major incident results in significant disruption to the business. Incident Management . These must be reflected as targets within OLAs and underpinning Contracts.dream-catchers-inc.Roles Incident Manager First line (Service Desk) Second line Third line Notes: An Incident Manager has responsibility for • Driving the efficiency and effectiveness of the process • Producing management information • Managing the work of support staff • Monitoring the effectiveness of the process and recommending improvements • Developing and maintaining systems • Managing Major Incidents • Developing and maintaining the process and procedures Since the process is typically executed by the service SO Published by Dream Catchers.

Incident Management – Challenges Notes: Early detection ability Need for logging and use of self-help Availability of problem and known error information (and relevant knowledge) Integration into Configuration Management System Integration into Service Level Management process SO Problem Management Notes: To prevent problems and resulting incidents from happening Eliminate recurring incidents To minimize the impact of incidents that cannot be prevented Objective It is important to understand the distinction between incidents and problems. Inc.2 desk. Clearly this is dependent upon the organization. • First-line staff are typically service desk analysts • Second line staff may be closely aligned with the Service Desk. No matter where the authority for the process lies. from proactive trend analysis. Problem The unknown cause of one or more incidents SO Published by Dream Catchers.dream-catchers-inc. It is important to understand that not all incidents become problems. this role is often assigned to the Service Desk supervisor.com . Problem records may be generated as a result of analysis of events or incidents. • Third line staff are usually specialists working in internal or external support teams. www. but normally have greater skills and time to analyze as opposed to call-handling. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. or simply be reported from a variety of sources. the Incident Manager must have the correct authority to be able to manage incidents through all levels.ITIL Foundations based on Version 3 – Student Guide – R3. All rights reserved.

Roles Problem Manager Coordinate with all resolving groups to ensure speedy resolution within SLA targets Own the Known Error Database (protection.Process Activities Notes: Detection Logging Categorization & Prioritization Investigation & Diagnosis Identification of Workaround Create Known Error Record Initiate Change Management Resolution (via Change Management) Closure Major Problem Review SO Problem Management . leading to closure of incidents Resolution – removes the root cause of a problem and involves change.dream-catchers-inc. www.com . All rights reserved.ITIL Foundations based on Version 3 – Student Guide – R3. known error inclusion. Inc.A problem that has a documented root cause and a workaround (or permanent solution) identified Known Error Database (KEDB) – Stores known errors Workaround – Allows restoration of service. release and deployment processes Notes: SO Problem Management .2 Problem Management – Key Concepts Known Errors . search algorithms) Formally close problem records Coordinate with suppliers and 3rd parties Handle major problems Problem Solving Groups Specialist teams with in-depth knowledge and skills SO Notes: Published by Dream Catchers. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.

www. low cost. Inc. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. password reset. SO Request Objectives Provide a regular channel for users to request and receive standard services Provide information to users about service availability and access requests Source and deliver components of standard services Assist with general information.g. as appropriate Facilities Management. etc (e. frequently occurring.Overview A request from a user for information.g. e. Service Requests are usually handled by a Service Desk.dream-catchers-inc. complaints or comments related to service requests Request Fulfillment Roles Notes: Foundations Course for I TSM (ITIL v3) Initial handling undertaken by the Service Desk and Incident Management staff Eventual fulfillment undertaken by the appropriate Service Operation team(s).ITIL Foundations based on Version 3 – Student Guide – R3. Changes of core service functionality are not service requests.2 Request Fulfilment . software installation on a single PC) – or information requests. and do not require an RFC to be submitted. while preventing access to nonauthorized users Sometimes called Rights Management or Identity Management SO Published by Dream Catchers. Procurement and other business areas may aid in the fulfillment of the Service Request SO Access Management – Objectives & Roles Notes: Execute the policies and actions defined in Security and Availability Management Provide the right for users to be able to use a service or group of services Roles Service Desk Technical and Application Management IT Operations Management Objective Access Management Process of granting authorized users the right to use a service. Many are actually small changes – low risk. All rights reserved. or departments and/or by external suppliers. for a standard change or for access to an IT service. to reset a password or to provide standard IT services for a new user Notes: The term service request describes requests for standard services by users. advice.com .

Functions Logical functions to perform specific activities and processes – not necessarily mapping on to organizational structures or individuals Notes: Operations Control refers to overseeing the execution and monitoring of IT operational events and activities.ITIL Foundations based on Version 3 – Student Guide – R3. execute. SO Published by Dream Catchers. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. change. Facilities Management refers to the management of the physical IT environment such as a data center. www. write.Concepts Access: the level and extent of a service’s functionality or data that a user is entitled to use Identity: the information about them that distinguishes them as an individual and verifies their status within the organization Rights (privileges): settings whereby a user is provided access – read. delete Service groups: aggregation of a set of users accessing a common set of services Directory services: a specific type of tool used to manage access and rights SO Notes: Access Management .dream-catchers-inc.com .2 Access Management . All rights reserved. Inc.Process Activities Notes: Requesting access Verification Providing rights Monitoring identity status Logging and tracking access Removing or restricting rights SO Service Operation .

information Updating Configuration Management System as agreed and authorized SO Service Desk – Types & Staffing Types of Service Desks Local Centralized Virtual Follow-the-sun Specialized Notes: Staffing Considerations Staffing levels Skill levels Training Staff retention Super users SO Service Desk . www.2 Service Desk – Objectives & Responsibilities The primary aim of the Service Desk is to restore the ‘normal service’ to users as quickly as possible (in the widest possible sense) Fixing a technical fault.ITIL Foundations based on Version 3 – Student Guide – R3.com . Inc. All rights reserved. allocating categorization and prioritization codes First line investigation and diagnosis Resolving incidents/service requests Escalation as necessary Closing all resolved incidents and requests Conducting customer satisfaction surveys Communication with users . Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. it could equally involve fulfilling a service request or answering a query Notes: As the single point of contact for an IT service provider.Metrics Notes: Customer/user satisfaction First-line resolution rate against target Average time to resolve an incident against target Average time to escalate an incident against target Average cost of handling an incident against target Percentage of updates performed within target Average time to review and close a resolved call Number of calls by day/time SO Published by Dream Catchers. Objective Objective Logging all incidents/service requests.progress.dream-catchers-inc. the Service Desk provides a single consistent way to communicate with an organization or business unit.

ITIL Foundations based on Version 3 – Student Guide – R3. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. cost-effective technical topology The use of adequate technical skills to maintain the infrastructure in optimum condition The swift use of technical skills to diagnose and resolve any technical failures Role Custodian of technical knowledge and expertise related to managing the IT Infrastructure Provides the resources to support the IT management lifecycle SO Notes: Application Management .Objectives & Role Objectives To support the organization’s business processes by helping to identify functional and manageability requirements for application software To assist in the design and deployment of applications To assist in the ongoing support and improvement of applications Role Contributes to the decision on whether to buy an application or build it Custodian of technical knowledge and expertise relating to the management of applications Provides resources to support the Service Management Lifecycle SO Notes: NOTE: Application Management is NOT responsible for developing functionality. Operations Management – Objectives & Role Objectives To maintain the ‘status quo’ to achieve stability of the organization’s day-to-day processes and activities To regularly scrutinize and improve service at reduced cost.dream-catchers-inc. www. Inc. implement and maintain a stable technical infrastructure to support the organization’s business processes through: A well designed and highly resilient. while maintaining stability To swiftly apply operational skills to diagnose and resolve any IT operations failures that occur Role Executes the ongoing activities and procedures required to manage and maintain the IT infrastructure to deliver and support IT services at the agreed service levels Continually adapts to business requirements and demand SO Notes: Published by Dream Catchers.com .Objectives & Role Objectives Help plan.2 Technical Management . All rights reserved.

2 Service Operation .ITIL Foundations based on Version 3 – Student Guide – R3. Inc. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. All rights reserved. testing and improvement of CIs Tech Mgt App Mgt Notes: IT Operations Management Technical Management Application Management SO Common Service Operation Activities Security Management & Service Operation Facilities and Data Center Management Internet / Web Management Middleware Management Desktop Support Directory Services Management Database Administration Storage and Archive Network Management Server Management & Support Mainframe Management IT Operations Improvement of Operational Activities SO Notes: Service Operation – Review Coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers (including the ongoing management of technology to deliver and support services) Purpose Purpose Notes: Purpose & value Achieving balance Communication Realization of service value Functions Service Desk Technical Mgt Applications Mgt IT Operations Mgt .com . www.dream-catchers-inc.Function Overlaps Ops Mgt management of IT infrastructure application maintenance & support design.IT Operations Control & Facilities Mgt Processes Incident Management Event Management Request Fulfillment Problem Management Access Management SO Published by Dream Catchers.

Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.dream-catchers-inc. All rights reserved. www.2 Notes: PROPERTIES Allow user to leave interaction: Show ‘Next Slide’ Button: Completion Button Label: Anytime Show always Proceed to Quiz Notes: Unit Quiz Notes: Continual Service Improvement Importance of Continual Service Improvement is Continual Service Improvement Model and Deming Cycle The value of measurement Baselines Types of metrics The 7 step improvement process CSI and the ITIL Core Notes: CSI CSI Published by Dream Catchers.ITIL Foundations based on Version 3 – Student Guide – R3.com . Inc.

www. process & technology CSI CSI Published by Dream Catchers.com .” Investment Cost money an organization pays to improve services and service management processes Benefit Notes: ROI what an organization can gain in a return VOI the business value that service improvement brings (beyond financial) Business Case ‘As-is’ & ‘to-be’ states Clearly defined success criteria Balanced focus – people. objectives and are measurable CSI CSI Return on Investment for CSI “The Business Case should articulate the reason for undertaking a service or process improvement initiative.2 CSI Objectives & Scope Notes: Objectives To ensure that Service Management processes continue to support the business To monitor Service Level achievements and where necessary enhance processes The health of the ITSM discipline is maintained The Service Portfolio is aligned to current and future business needs The continual maturing of IT service processes CSI CSI Scope Purpose of Continual Service Improvement Validate services delivered remain in line with ever changing business needs Align and realign IT with the business Identification and implementation of improvements Notes: CSI provides guidance on • how to improve process efficiency and effectiveness • how to improve services • the improvement of all phases of the service lifecycle • the measurement of processes and services Consider processes throughout the Service Lifecycle Improve effectiveness and efficiency of existing processes Understand cost implications Ensure all processes contain goals. Inc.ITIL Foundations based on Version 3 – Student Guide – R3.dream-catchers-inc. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. All rights reserved.

this cycle is called "Define. PDCA will help define the ideal goal. as well as help get us there. key information is unknown. in terms of a well-defined unit Metrics a system of methods for quantitatively assessing a process that is to be measured. This approach is based on the understanding that our knowledge and skills are always limited.” In Six Sigma programs. i.dream-catchers-inc. in upward spirals that converge on the ultimate goal. Over time and with better knowledge and skills. Improve. evaluate and report the outcome outcome for necessary improvement Continuous improvement over time Continuous Improvement Notes: Dr. deliver results in accordance with the specifications Act Apply actions to the Act Repeatable Allows for periods of consolidation and stabilization Supports identification and implementation of improvements Relies on a process led approach CSI CSI CSI Measurement Metric Notes: Basic building block of Continual Service Improvement An objective view is required Measurement enables Current status assessment Identification of effective improvements Quantification of enhancements made a scale of measurement defined in terms of a standard. each cycle closer than the previous.e. Inc. or unknowable. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. W. All rights reserved. along with the processes to carry out such measurement CSI CSI Needs must be understood and planned Published by Dream Catchers. Control" (DMAIC).2 Continual Service Improvement Model What is the vision? Where are we now? Where do we want to be? How do we get there? How do we know we’ve arrived? Vision and business objectives Assessments Measurable Targets Process Improvement Metrics & Measurements CSI CSI Notes: The Deming Cycle Plan Establish objectives and processes necessary to Plan Do Implement the processes Check Monitor. Rather than enter "analysis paralysis" to get it perfect the first time.ITIL Foundations based on Version 3 – Student Guide – R3. www. Analyze.com . as quickly as possible.com: PDCA should be repeatedly implemented. Measure. Often. but improving as we go. Edwards Deming is considered the father of modern quality control From Wikipedia. it is better to be approximately right than exactly wrong.

that a course of action is required “The metrics are clear.2 Continual Service Improvement Metrics Notes: Technology Technology Metrics Metrics Process Process Metrics Metrics Service Service Metrics Metrics metrics often associated with components and applications – e.com . Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. performance. availability. performance.ITIL Foundations based on Version 3 – Student Guide – R3. www. KPIs and activity metrics for the service management processes * the results of the end-to-end service (component metrics are used to compute service metrics) * key questions that KPIs can help answer: quality. Inc. etc captured in the form of CSFs. with factual evidence or proof.dream-catchers-inc. All rights reserved. we must …“ “According to the numbers collected.Why Do We Measure? Notes: Validate Strategy Vision Direct Targets & Metrics Measurement Framework Validate Monitoring and measuring to validate previous decisions “The metrics tell us that we were we right to …” “Our numbers show we are realizing value from …” Direct Monitoring and measuring to set direction for activities in order to meet set targets The most prevalent reason for monitoring and measuring “The metrics reveal that we are meeting our targets …” “The numbers show that we are not adequately …” Justify Monitoring and measuring to justify.g. value and compliance CSI CSI CSI . our best option is to …” “The numbers suggest that we should …” Justify Factual Evidence Intervene Changes & Corrective Actions CSI CSI Published by Dream Catchers. we should …” Intervene Monitoring and measuring to identify a point of intervention including subsequent changes and corrective actions “Based on the metrics.

Baselines Notes: A baseline provides: A clear starting point for later comparison An initial data point to determine if a service or process needs to be improved Baselines need to be documented Baselines should be establish at all levels Strategic goals and objectives Tactical process maturity Operational metrics and KPIs CSI CSI CSI .ITIL Foundations based on Version 3 – Student Guide – R3. Strategy & Goals 1 Define what you should measure 7 2 Implement corrective action Define what you can measure The 7 Step Improvement Process can most accurately be described as a process for defining what is to be measured.Governance “Governance is back with a vengeance. Inc. All rights reserved. processing the data and using it to take corrective action.2 CSI . transparency and accountability IT Governance the leadership.dream-catchers-inc. www. gathering the data. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.” Enterprise Governance a framework that covers both the corporate governance and the business management aspects of the organization Notes: Corporate Governance promoting corporate fairness.Vision.com . organizational structures and processes that ensure that IT sustains and extends the organization’s strategies and objectives CSI CSI The 7 Step Improvement Process Notes: Identify . 6 Goals Present and use the information 3 Gather the data 5 Analyze the data 4 Process the data CSI CSI Published by Dream Catchers.

com . mentor. metrics & measurements Lead.Review Purpose Purpose Continually align and realign IT services to the changing business needs by identifying and implementing improvements to IT Services that support Business Processes The 7 Step 7 Improvement Process Improvement Define What You Should Measure Define What You Can Measure Gathering the Data Processing the Data Analyzing the Data Presenting and Using the Information Implementing Corrective Action CSI CSI Notes: Purpose & Scope Business Case for improvement Deming Cycle Used to control and manage quality Plan. All rights reserved. Check. and influence CSI CSI Continual Service Improvement . Process & Service Roles for CSI Published by Dream Catchers.2 The Knowledge Spiral BITA St ep 1 Step 2 G oals Notes: Step 3 Operational Management Step 7 Step 6 St ep 5 Step 4 BITA Step 7 Goa ls Step 1 Step 2 Step 3 Step 6 Step 5 St ep 4 BITA Step 7 G oals Step 1 Step 2 Step 3 Tactical Management Step 6 Step 5 Step 4 Strategic Management CSI CSI Key Roles for Continual Service Improvement Service Manager Understand business and commercial strategy Manage the full lifecycle of products and services Manage customer relationships Recognize new opportunities Notes: Continual Service Improvement Manager Responsible for all improvement initiatives Communicate CSI vision Provide resources Coordinate with Service Owners Prioritize required improvements Ensure service requirements are defined.dream-catchers-inc. Do.ITIL Foundations based on Version 3 – Student Guide – R3. Inc. www. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. Act CSI Model Measurement: Baselines Types of Metrics – Technology. and supported by service improvement plans.

Inc. All rights reserved. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.dream-catchers-inc.com .2 Notes: PROPERTIES Allow user to leave interaction: Show ‘Next Slide’ Button: Completion Button Label: Anytime Show always Proceed to Quiz Notes: Unit Quiz Notes: Technology & Architecture Tool Selection process Requirements for Integrated ITSM technologies Benefits of Service Automation Tools to Support the Lifecycle Header slide Tool Requirements & Selection Process Notes: Define Requirements Identify Products Define Selection Criteria Evaluate Products Short Listing Scoring Consider the use of MoSCoW analysis M – MUST have this S – SHOULD have this if at all possible C – COULD have this if it does not affect anything else W – WON’T have this time but WOULD like in the future Rank the Products Select Products Published by Dream Catchers. www.ITIL Foundations based on Version 3 – Student Guide – R3.

www.ITIL Foundations based on Version 3 – Student Guide – R3. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. Published by Dream Catchers. All rights reserved.com . Using Service Design tools also help ensure that standards and conventions are followed.dream-catchers-inc. prioritization & routing Detection & monitoring Optimization Service Design Tools Notes: Hardware and Software Design Environmental Design Process Design Data Design Service Lifecycle Management Service design tools can provide a significant aid for all 5 aspects of design. Inc.2 Requirements for Integrated ITSM Technologies Notes: Foundations Course for I TSM (ITIL v3) Self-Help Workflow Integrated CMS Discovery / deployment / licensing Remote control Diagnostic utilities Reporting Dashboards Integration with Business Service Management Benefits of Automation Notes: Foundations Course for I TSM (ITIL v3) Managing capacity Demand Management Eliminate human factor Computing power Managing knowledge Design & modeling Service Catalog Analysis Classification.

com . Inc.ITIL Foundations based on Version 3 – Student Guide – R3.2 Service Transition Tools Notes: Application Management Tools Service Dashboards and Reporting Tools Data Mining Tools Measurement and Reporting Systems Test Management and Testing Tools Deployment and Logistics Systems Service Operation Tools Notes: Self Help Functionality Workflow/Process Control Engine Integrated and Verified CMS Control of User ‘Desktop’ Diagnostic Scripting Reporting and Dashboard Capability Continual Service Improvement Tools Notes: Systems and Network Management Event Management Incident/Problem Management Service Request and Fulfilment Knowledge Management Performance Management Security Management Financial Management Published by Dream Catchers. www.dream-catchers-inc. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. All rights reserved.

Overview Multiple levels of certification Foundation Intermediate Lifecycles Capabilities Notes: Managing through the Lifecycle ITIL Expert Advanced Level Credit based scheme Credits gained from previous Version 2 awards Orientated to support individual career paths Provides for on-demand examinations Version 2 to Version 3 bridging courses available Published by Dream Catchers. All rights reserved. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers.dream-catchers-inc. www. Inc.com .ITIL Foundations based on Version 3 – Student Guide – R3.2 Notes: PROPERTIES Allow user to leave interaction: Show ‘Next Slide’ Button: Completion Button Label: Anytime Show always Proceed to Quiz Notes: Unit Quiz Notes: ITIL Qualification ITIL Certification ITIL Certification Model Migration upgrade from Migration / upgrade from ITIL Version 2 Version Rapid advancement to ITIL to ITIL Expert Expert ITIL Version 3 Certification Scheme .

ITIL Foundations based on Version 3 – Student Guide – R3. 3 SS 3 SD 3 ST 3 3 SO CSI 4 4 4 4 PPO SOA RCV OSA Capability Modules Lifecycle Modules 2 ITIL V3 Foundation Certificate in IT Service Management V3 Foundations Bridge .5 Capability Modules: • Planning.com . Control and Validation • Operational Support and Analysis Managing Across the Lifecycle focuses on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices and includes: • Introduction to IT Service Management Business & Managerial Issues • Managing the Planning and Implementation of IT Service Management • Management of Strategic Change • Risk Management • Managerial Functions • Understanding Organizational Challenges • Lifecycle Project Assessment • Understanding Complementary Industry Guidance Notes: PROPERTIES Allow user to leave interaction: Show ‘Next Slide’ Button: Completion Button Label: Anytime Show always Proceed to Mock Exam Notes: ITIL Mock Exam Published by Dream Catchers.dream-catchers-inc. All rights reserved.5 V2 Foundations 1. Inc.2 Training Certification Model for ITIL V3 Notes: Advanced 5 V3 Managers Bridge ITIL Expert 5 Managing Across the Lifecycle 17 V2 Se rvice Manager 12 V2 Pract. www. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. Protection and Optimization • Service Offerings and Agreements • Release.

com Consulting Services Assessments Quick Starts Advisory Services Dream Catchers Provides Services for: • All levels of ITIL Certification • Project Management • PM Essentials for ITIL • Workshops • Simulation • Consulting and Advisory Services • ITSM Book Shop Published by Dream Catchers.ITIL Foundations based on Version 3 – Student Guide – R3.com www. Inc 866-FOR-ITSM Copyright © 2008 Dream Catchers. www.2 Notes: Congratulations! You have successfully completed the course Foundations of IT Service Management (Based on ITIL® V3) Dream Catchers.itsm-portal.itil-books.dream-catchers-inc.com . Inc. For More Information … Notes: Books and Pocket Guides ITSM Training ITIL Books for V2 and V3 ITIL Certification Courses Computer Based Training Project Management for ITIL ITSM Workshops ITSM Simulation Web sites www. All rights reserved. Inc.

Sign up to vote on this title
UsefulNot useful