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Introduction to ITIL ® Foundation Course

Unit 1Introduction to Service Management Lifecycle

Introduction to ITIL Foundation Course Unit 1 — Introduction to Service Management Lifecycle Based on AXELOS
Introduction to ITIL Foundation Course Unit 1 — Introduction to Service Management Lifecycle Based on AXELOS
Introduction to ITIL Foundation Course Unit 1 — Introduction to Service Management Lifecycle Based on AXELOS
Introduction to ITIL Foundation Course Unit 1 — Introduction to Service Management Lifecycle Based on AXELOS

Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS.

Introduction to ITIL Foundation Course Unit 1 — Introduction to Service Management Lifecycle Based on AXELOS
Introduction to ITIL Foundation Course Unit 1 — Introduction to Service Management Lifecycle Based on AXELOS

ITIL ® is a registered trade mark of AXELOS Limited IT Infrastructure Library is a registered trade mark of AXELOS Limited AXELOS ® is a registered trade mark of AXELOS Limited

Introduction to Service Management Lifecycle Lesson 1 — Principles of IT Service Management
Introduction to Service Management Lifecycle Lesson 1 — Principles of IT Service Management
Introduction to Service Management Lifecycle Lesson 1 — Principles of IT Service Management

Introduction to Service Management Lifecycle

Lesson 1Principles of IT Service Management

Objectives

After completing

this lesson, you will be able to:

After completing this lesson, you will be able to:

Identify best practices in IT Service Management

Identify the stakeholders in service management

Describe roles and responsibilities in service management

Explain the types of service providers

Objectives After completing this lesson, you will be able to: ● Identify best practices in IT

IT Service ManagementBest Practices

IT Service Management — Best Practices IT Service Management is the implementation and management of quality

IT Service Management is the implementation and management of quality IT services that meet the needs of a business. The sources for best practices include the following:

Existing public standards published by the International

Organization for Standardization or ISO

Industry practices shared among industry practitioners

Academic research

Internal experiences or an organisation’s past experiences in

providing similar services

IT Service Management — Best Practices IT Service Management is the implementation and management of quality

Public and Proprietary Practices

Public and Proprietary Practices The table provides a comparison between public and proprietary practices: Public practices

The table provides a comparison between public and proprietary practices:

Public practices

Proprietary practices

Widely distributed through public training and certification

Deeply embedded in organisations

Applied across various technologies and

Highly customised to serve specific business

businesses

needs

Available for free

Owners expect compensation

Organisations can easily hire people with the knowledge of such practices

The evolution of such practices depends on the owner and cannot be guaranteed

ServiceIntroduction

Service — Introduction Service is a means of delivering value to customers by facilitating outcomes the

Service is a means of delivering value to customers by facilitating outcomes the customers want to achieve, without the ownership of specific costs or risks.

CustomerOnline bookstore

Data Storage
Data Storage

Transfers the

responsibility to

manage risks and costs of Data storage

Service — Introduction Service is a means of delivering value to customers by facilitating outcomes the
Service — Introduction Service is a means of delivering value to customers by facilitating outcomes the
Service — Introduction Service is a means of delivering value to customers by facilitating outcomes the
 

Value added by Service Provider

Performs tasks

Manages risks and constraints

Optimises costs

Service — Introduction Service is a means of delivering value to customers by facilitating outcomes the
Service — Introduction Service is a means of delivering value to customers by facilitating outcomes the

Service providerDatabase solutions

Challenges in Service Management

The challenges in service management are as follows:

The nature of output is intangible.

The output is hard to control, measure and validate.

Demand is associated with customer assets.

There is only a small buffer between the creation of a

service and its consumption. Service capacity and output are perishable by nature.

Challenges in Service Management The challenges in service management are as follows: ● The nature of
Challenges in Service Management The challenges in service management are as follows: ● The nature of

Benefits of IT Service Management

The benefits of IT Service Management are as follows:

Benefits of IT Service Management The benefits of IT Service Management are as follows: Service delivery
Service delivery is of high quality. Service quality is cost-effective. The service satisfies the customer, user
Service delivery is of high quality.
Service quality is cost-effective.
The service satisfies the customer, user and business demands
The processes are centralised and integrated.

Stakeholders in Service Management

Stakeholders in Service Management Stakeholders are entities interested in the outcome of a service or a

Stakeholders are entities interested in the outcome of a service or a project. Stakeholders can be the following:

Organisation

Organisation

Internal stakeholders

Internal stakeholders

External stakeholders

External stakeholders

Stakeholders in Service Management Stakeholders are entities interested in the outcome of a service or a

Organisation refers to a legal entity, a company or an institution comprised of resources, people and budgets.

Internal and External Customers

Internal and External Customers There are two types of customers for any organisation, they are: Internal

There are two types of customers for any organisation, they are:

 

Internal customers

 

They work in the same organisation.

Example: The marketing department in an IT company is its internal customer because payment made for IT services

used is considered as an internal

transaction in the company’s accounting system.

 

External customers

 

They purchase services from the service provider under a legal contract, and are not employed by the organisation.

Example: An online book seller receiving IT

services from an IT service provider is an external customer.

Internal and External Services

Internal and external services are defined below:

Services delivered to business units within the same organisation are termed internal

services.

Services delivered to an external organisation are called external services.

Internal service: The sales department is an internal customer using the CRM services provided by the
Internal service: The sales
department is an internal customer
using the CRM services provided by
the IT department.
Internal and External Services Internal and external services are defined below: ● Services delivered to business
Internal and External Services Internal and external services are defined below: ● Services delivered to business

Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS.

Process and its Characteristics

Process and its Characteristics A process is a set of activities designed to accomplish a specific

A process is a set of activities designed to accomplish a specific objective. It takes defined inputs and turns them into defined outputs. It may include roles, responsibilities, tools and management controls required to deliver the outputs.

  • A process can be measured.

  • A process leads to a specific result for stakeholders and customers.

  • A process responds to triggers or events.

Functions Related to Service Management

Functions Related to Service Management Functions consist of a team of people and the tools required

Functions consist of a team of people and the tools required to carry out processes or activities.

The image on the right lists the

functions related to service

management.

Functions Related to Service Management Functions consist of a team of people and the tools required

Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS.

Functions Related to Service Management (contd.)

Functions defined by ITIL ® 2011 are:

Functions Related to Service Management (contd.) Functions defined by ITIL 2011 are: Service Desk Single point
Service Desk
Service Desk

Single point of

contact where a

business sends operational requests such as, requests for relocations or installation orders

Technical

IT Operations

Management

Management

Functions Related to Service Management (contd.) Functions defined by ITIL 2011 are: Service Desk Single point

Aims at designing cost-effective technological

infrastructures

that can support business processes

Includes continuous activities related to IT service delivery

and has two roles:

operations control and facility

management

Application Management
Application
Management

Helps to manage applications for their entire lifecycle and plays a key role in designing, testing and improving applications

Roles in Service Management

Roles in Service Management Two key roles in Service Management are Service Owner and Process Owner.

Two key roles in Service Management are Service Owner and Process Owner.

Service Owner Service Owner is the person who is accountable for the delivery of a specific
Service Owner
Service Owner is the person
who is accountable for the
delivery of a specific IT service
and also for continual
improvement and management
of change affecting services
under their care.
Process Owner The Process Owner is responsible for ensuring that a process is being performed as
Process Owner
The Process Owner is
responsible for ensuring that a
process is being performed as
agreed and documented.

Service OwnerResponsibilities

Responsibilities of the service owner are as follows:

Service Owner — Responsibilities Responsibilities of the service owner are as follows: ● Handles service enquiries

Handles service enquiries and issues

Identifies opportunities for service requirements

Maintains the link with the process owners

Solicits the reports, statistics and other data required for analysis

Ensures effective service monitoring and performance

Process OwnerResponsibilities

The process owner performs the following tasks:

Process Owner — Responsibilities The process owner performs the following tasks: ● Documents and publishes the

Documents and publishes the process

Defines the key performance indicators or KPIs

Participates in process design and takes responsibility for it

Reviews any proposed enhancement to the process

Addresses any issue related to the way the process runs

Ensures that the staff has the required training in the process and are aware of their roles in it

Ensures that processes, roles, responsibilities and documents are regularly reviewed and audited

Interfaces with the line management and ensures that the process has the required number of people

!
!

The process owner may also have to perform the role of Process Manager. The responsibilities of the

process manager include planning and co-ordination of all activities required to carry out, monitor and report on the process.

There may be several process managers for one process. In larger organisations, the roles of Process

Manager and Process Owner may be separate.

RACI Model

RACI Model The RACI model is used to identify the following roles and responsibilities in a

The RACI model is used to identify the following roles and responsibilities in a process:

People or person responsible for carrying out various tasks Responsible Accountable Individual taking ownership and being
People or person responsible for carrying out various tasks
Responsible
Accountable
Individual taking ownership and being accountable for various
activities
Consulted People whose opinions are sought after designing, implementing or improving an activity People who are
Consulted
People whose opinions are sought after designing, implementing
or improving an activity
People who are informed while executing or improving an activity
Informed

RACI Model (contd.)

RACI Model (contd.) The table shows the RACI model based on the roles and responsibilities related

The table shows the RACI model based on the roles and responsibilities related to activities in a process.

Activities

Service

Process

Security

IT

Chief

Process

Owner

Owner

Manager

Head

Architect

Manager

Create a framework for defining IT services

C

C

C

A/R

C

I

Build an IT service catalogue

C

A/R

I

C

I

I

Define SLA for critical IT services

A

R

C

R

C

I

Monitor and report SL performance

I

A/R

I

I

I

R

Review SLAs, OLAs and UCs

A

R

C

R

I

R

Review and update IT service catalogue

C

A/R

I

C

I

C

Create a service improvement plan

I

A/R

I

C

C

R

Types of Service Providers

Types of Service Providers According to ITIL , an IT service provider is an organisation supplying

According to ITIL ® , an IT service provider is an organisation supplying IT services to one or more internal or external customers. ITIL ® defines three types of service providers:

Type I or Internal Service

 

Type II or Shared Service

 

Type III or External Service

 

Provider

 

Provider

 

Provider

Refers to a service provider embedded

Refers to an internal service provider that

Refers to an external service provider that

within a business unit

offers shared IT services

offers IT services to

Example: An IT organisation within each

to multiple business units

external customers Example: An IT service

business unit

Example: A telecom

provider in India,

 

company’s IT services

offering outsourcing

team offering services to

services to a global bank

the mobile and landline phone units of the same company

 

Supplier and Contracts

Supplier and Contracts Three key terms associated with IT Service Management are given below: Supplier This

Three key terms associated with IT Service Management are given below:

Supplier This is the third party responsible for supplying goods or services required to deliver IT
Supplier
This is the third party responsible for supplying goods or services required to
deliver IT services.
Underpinning It is a legal agreement between the service provider and the supplier. contract (UC)
Underpinning
It is a legal agreement between the service provider and the supplier.
contract (UC)
Service Level Agreement (SLA) The agreement between the business organisation and the IT service provider is
Service Level
Agreement (SLA)
The agreement between the business organisation and the IT service provider
is called SLA.

Summary

Summary Here is a quick recap of what we have learnt in this lesson: ● Best

Here is a quick

recap of what we have learnt in this lesson:

Here is a quick recap of what we have learnt in this lesson:

Best practices are successful innovations that have been accepted and

followed by organisations. Service management helps to transform IT resources into valuable IT

services. Stakeholders are interested in the target, resources, activities and outcome

of a service or a project.

The service owner is responsible for providing a specific service within an organisation. The process owner ensures that a process is performed as

decided and documented.