1921573252managementb PDF

The ITIL® V3 Service Management
Awareness Pocket Guide:
The ITIL V3 Pocket Toolbook – A Quick Reference Guide to all

the Processes and Activities for Improving Quality and Speed
Michael Wedemeyer and Ivanka Menken

The ITIL® V3 Awareness Pocket Guide | 2
Copyright © The Art of Service
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3 | The ITIL® V3 Awareness Pocket Guide
TABLE OF CONTENTS
Quick Overview........................................................................................................ 6
What Exactly is ITIL? ................................................................................................. 7
ITIL Version 3 ............................................................................................................. 7
ITIL & Best Practices .................................................................................................. 8
Parties Involved ......................................................................................................... 8
ITIL Popularity ........................................................................................................... 9
Training & Certification .......................................................................................... 10
ITIL Essentials / Foundation Program ..................................................................... 11
ITIL Intermediate Programs .................................................................................... 11

Lifecycle Programs .............................................................................................. 11
Capability Programs ............................................................................................ 12
Managing Across the Lifecycle Programs ........................................................... 12
Advanced Programs ............................................................................................ 13
What is ITSM? ........................................................................................................ 14
Extra Definitions for Adopting a Common Language.............................................. 14
Objective Tree: Illustrating Business and IT Alignment ........................................... 16
Process .................................................................................................................... 17
ITIL V3 Service Lifecycle ......................................................................................... 20
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Service Strategy ..................................................................................................... 22
Goals ....................................................................................................................... 22
Objectives ................................................................................................................ 22
Processes ................................................................................................................. 23
Financial Management for IT Services ................................................................ 23
Service Portfolio Management ........................................................................... 24
Demand Management ........................................................................................ 26
Service Design Phase.............................................................................................. 28
Goals ....................................................................................................................... 28
Processes ................................................................................................................. 28
5 Major Aspects of Service Design...................................................................... 29
Service Design Package....................................................................................... 30
Service Level Management................................................................................. 32
Capacity Management........................................................................................ 35
Availability Management .................................................................................... 38
IT Service Continuity Management .................................................................... 39
Information Security Management .................................................................... 42
Supplier Management ........................................................................................ 44
Service Catalogue Management ......................................................................... 47
Service Transition Phase ........................................................................................ 48
Goals ....................................................................................................................... 48
Processes ................................................................................................................. 48
Knowledge Management ................................................................................... 49
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Service Asset & Configuration Mgt ..................................................................... 52

Change Management ......................................................................................... 54
Release & Deployment Management................................................................. 56
Service Operation Phase ........................................................................................ 58
Goals ....................................................................................................................... 58
Functions & Processes ............................................................................................. 58

Service Desk Function ......................................................................................... 60
Technical Management Function ....................................................................... 63
IT Operations Management Function................................................................. 65
Applications Management Function .................................................................. 66
Incident Management Process ........................................................................... 67
Request Fulfilment Process ................................................................................ 68
Problem Management Process .......................................................................... 69
Event Management Process ............................................................................... 70
Access Management Process ............................................................................. 71
Continual Service Improvement Phase .................................................................. 72
Goals ....................................................................................................................... 72
Processes ................................................................................................................. 72
Service Measurement & Reporting .................................................................... 73
7 Steps to Continual Service Improvement ........................................................ 75
CSI & the Service Lifecycle in Action ................................................................... 76
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QUICK OVERVIEW
The ITIL Service Management Awareness Pocket Guide is for

those people who wish to gain a concise, fundamental understanding
of the IT Infrastructure Library (ITIL). ITIL is globally recognized as the
de-facto world’s best practice in IT Service Management. This program
is available online, so you can take this course anywhere in the world,
in your own time. Or you can be led by our certified professionals with
real-world IT management experience on your premises, or at ours.
This pocket guide will provide you with:
• Insight into the best practices for IT Service Management

(ITSM);
• Highlight the ITIL v3 framework, the theory and the concepts;
• Brief overview of each process and function; and
• Highlight the importance of ITIL in IT Organizations to support

business processes.
V3 ITIL has undergone some intensive changes. Notably, the

title of the framework itself has been changed. Once called the IT
Infrastructure Library, ITIL is now known as ITIL Service Management
Practices. So, what’s in a name?
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The name change is a reflection of ITIL’s evolution, from an

operationally focused set of processes to a mature service
management set of practice guidance. Just the new name itself implies
a broader scope for ITIL and this is definitely the case for Version 3.
What Exactly is ITIL?
The IT Infrastructure Library® (ITIL) is the most widely

accepted approach to IT service management in the world. ITIL is a
cohesive best practice framework, drawn from the public and private
sectors internationally.
ITIL is supported by a comprehensive qualifications scheme,

accredited training organizations, and implementation and assessment
tools.
ITIL Version 3
ITIL Version 3 was released on the 30th of June 2007, replacing

Version 2 which had been in operation since 2000. In order to continue
to reflect current “best practices” a refresh was needed to respond to
the evolution and continued maturity of the IT industry.
ITIL Version 3 continues to provide a wealth of knowledge

describing internationally recognized best practices for IT Service
Management.
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ITIL & Best Practices
Generally, best practices are those formalized as a result of

being successful in wide-industry use. There are several sources for
best practices including:
• Public frameworks;
• Standards; and
• The proprietary knowledge of organizations and individuals.
Parties Involved
• OGC: Office of Government Commerce (the trademark owners

of ITIL);
• APMG: In 2006 APMG won the tender to own the rights for
accreditation and certification of the ITIL courses. EXIN and
ISEB used to be independent bodies, but now sublicense
through APMG;
• EXIN: Stichting EXameninstituut voor INformatica – translates

as ‘Foundation for EXamination INformation Systems’;
• ISEB: Information Systems Examination Board – this

certification is recognized worldwide;
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• TSO: The Stationery Office;
• Tool Vendors: (HP, Infra, Remedy, HEAT, etc.) Provide

technical solutions for customers trying to implement ITIL/IT
service management;
• ITSMF: (IT Service Management Forum) The only

internationally recognized and independent organization
dedicated to ITSM; and
• Accredited Vendors (e.g. The Art of Service): Only accredited

vendors can provide ITIL training.
ITIL Popularity
ITIL is very popular around the world.
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TRAINING & CERTIFICATION
Since the launch of ITIL v3 in July 2007, a new certification path

was also released. This new path encompasses all the new v3
Programs, ending in the possible attainment of “Expert Status”. The
figure below demonstrates the possible pathways that you could take
to achieve the Expert status.
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ITIL Essentials / Foundation Program
• 3 Day Program;
• Overview of ITIL;
• 1 Hour MC Exam; and
• Foundation Certification (EXIN/APMG).
ITIL Intermediate Programs
Lifecycle Programs
• 4 Day Programs;
• ITIL Book Focused;
• 90 Minute MC Exam; and
• Intermediate Level Certification.
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Capability Programs
• 5 Day Programs;
• “Practitioner” Based Level;
Managing Across the Lifecycle Programs
• 5 Day Program;
To achieve Expert status, you are required to gain a minimum

of 22 points by completing various ITIL® v3 programs:
• You must complete the V3 Foundation Program (2 points);
• You must complete the Managing Across the Lifecycle Program

(5 points); and
• The remaining 15 points must come from the Intermediate

Stream (Capability and Lifecycle Programs).
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Advanced Programs
It is yet to be finalized how the ‘Advanced’ Level can be

achieved, but is expected to be based on demonstration of practical
experience in ITIL and IT Service Management.
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WHAT IS ITSM?
• ITSM: IT Service Management is a set of specialized

organizational capabilities for providing value to customers in
the form of services; and
• Capabilities: Take on the form of functions and processes for

managing services – the ITSM set of organizational capabilities
aims to enable the effective and efficient delivery of services
to customers.
Extra Definitions for Adopting a Common

Language
• RESOURCES: A generic term that includes IT Infrastructure,

people, money or anything else that might help to deliver an IT
service. Resources are also considered to be tangible assets of
an organization; and
• CAPABILITY: The ability of an organization, person, process,

application, CI or IT service to carry out an activity. Capabilities
are intangible assets of an organization – the ITSM set of
organizational capabilities aims to enable the effective and
efficient delivery of services to customers.
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Objective Tree: Illustrating Business and IT

Alignment
What are some of your Organizational Objectives or strategic

goals? What Business Processes aid in achieving those objectives?
What IT Service Provisions do these processes use / are these
processes dependent on?
IT Service Management enables the IT group to provide

effective and efficient Information Systems to meet the requirements
of the business processes, irrespective of the way these services are
delivered to the external customers!!! This in turn enables the
organization to meet its Business Objectives. ITSM may also be critical
in providing the business with a source of competitive advantage in the
market place.
There are four perspectives (‘4Ps’) or attributes to explain the

concept of ITSM:
1. Partners /Suppliers Perspective: Involved with alignment of

the vision, strategy, goals of the day to day activities in IT;
2. People Perspective: Concerned with the “soft” side: IT staff,

customers, & effective management of external suppliers;
3. Products/Technology Perspective: Takes into account

hardware & software, budgets, tools; and
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4. Process Perspective: Relates the end to end delivery of

service based on process flows.
Process
Every process has a goal, inputs, outputs, and activities. We

use norms and measures to measure the effectiveness and efficiency
of the process
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Example Process
What is the Goal? To bake a cake
Inputs? The ingredients (eggs, milk, flour, sugar,

butter, chocolate) plus equipment (pans,
mixers, etc.)
Activities? Mix, pre-heat oven, bake, cool, decorate,

etc.
Measures? Volume of ingredients, time to bake,

temperature setting, etc.
Norms? The recipe
Outputs? Cake!
As we can see, the basis of ITIL’s approach to Service

Management is on the interrelated activities:
• Unlike a project, a process is never ending
• In this example, baking a specific cake (e.g. a birthday cake for

Jane) is a project;
• The goals, activities, inputs, outputs, goals, measures and

norms defined make up the process for baking cakes; and
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• The process owner (e.g. head chef in the kitchen) is

responsible for the output of the process, e.g. the cake itself.
Processes are mapped onto the Existing IT Organization. The

introduction of processes does not mean you have to change your
organizational structure. It is possible that you may not even be
creating new functions.
It is the same with ITIL, which describes how most processes

are employed by some or all IT functions or teams. For example:
Incident and Problem MGT are enacted by the Service Desk, Incident
and Problem Managers and various technical support groups.
When mapping processes you need to clearly define:
A. Who is the Process Owner?
B. What are the IT staff roles and responsibilities?
C. What are the Process activities in relation to the IT functional

areas?
A process is a logically related series of activities for the

benefit of a defined objective. This slide illustrates cross functional
process flows.
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ITIL V3 SERVICE LIFECYCLE
To help demonstrate how the ITIL V3 processes contribute to providing

quality IT Service Management, we shall use the example of
implementing a new video conferencing service which has instant
messaging capabilities and VOIP capabilities), a.k.a. ‘Hype’.
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• The Service Lifecycle phases (and ITIL books) are shown

through the purple arrows;
• The concepts in blue / light shading are the V2 ITIL concepts;
• The concepts not shaded are the new ITIL V3 concepts; and
• The concepts in grey / dark shading are Functions.
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SERVICE STRATEGY
Goals
• Design, develop and implement service management, as a

strategic asset;
• Organizations in a position to handle costs and risks associated

with their service portfolios; and
• Key Role: Stop and think about WHY something has to be

done, before thinking HOW.
Objectives
• Design, develop and implement service management as a

strategic asset and assisting growth of the organization; and
• Define the strategic objectives of the IT organization.
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Processes
• Financial Management;
• Service Portfolio Management; and
• Demand Management.
Financial Management for IT Services
• To provide cost effective stewardship of the IT assets and the

financial resources used in providing IT services;
• The process of budgeting, accounting and charging for IT

Services;
• To be able to account fully for the spend on IT Services and to

attribute these costs to the services delivered to the
organization’s customers; and
• Using FMIT to provide services with cost transparency (e.g. via

service catalogue) clearly understood by the business and then
rolled into the planning process for demand modeling and
funding is a powerful benefit.
Before we consider developing ANY new service, we need to have

clear understanding of budgets and cost of ‘Hype’.
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Service Portfolio Management
• 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, priorities and risks?
• How are resources and capabilities to be allocated?
By acting as a basis to the decision-making framework, Service

Portfolio Management clarifies or helps to clarify these strategic
questions.
A Service Portfolio describes a provider’s services in terms of

business value. It articulates business needs and the provider’s
response to those needs through a range of services. The Service
Strategy book definition states that:
“Service Portfolio Management is a dynamic method for

governing investments in service management across the enterprise
and managing them for value.”
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Service Portfolios have a much larger scope than Service

Catalogues, and are used to manage the lifecycle of all services in
order to maximize the value of IT Service Management to the
business. Included in the Service Portfolio are the Service Pipeline,
Service Catalogue and Retired Services.
Service Strategy (SS) defines the strategic objectives of the IT

organization for the provision of services to customers. These strategic
objectives provide fundamental direction to the other Service Lifecycle
phases.
Service Portfolio Management Methods: Refreshing the Portfolio
As conditions, regulations and markets change, some services

may no longer be required. CIO must monitor, measure, reassess and
make changes as the business needs change. By organizing an
efficient portfolio with optimal levels of Return on Investment (ROI) and
risk, the organization maximizes the value realization on its resources
and capabilities.
External events occur that have significant impact such as

mergers and Acquisitions, new public legislation or redeployed
missions.
As soon as ‘Hype’ is ’born’ it will be listed in the Service Pipeline.
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Demand Management
Demand Management is responsible for understanding and

strategically responding to business demands for services by:
• Analyzing patterns of business activity and user profiles; and
• Influencing demand in line with the strategic objectives.
Demand Management is a critical aspect of service

management. Poorly managed demand is a source of risk for service
providers because of uncertainty in demand.
Demand Management was previously an activity found within

Capacity Management, and now within Version 3 of ITIL it has been
made a separate process found within the Service Strategy phase. The
reasoning behind this was that, before we decide how to design for
capacity, decisions must be made regarding why demand should be
managed in a particular way. Such questions asked here include:
• Why does the business need this capacity?
• Does the benefit of providing the required capacity outweigh the

costs?
• Why should the demand for services be managed to align with

the IT strategic objectives?
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Business processes are the primary source of demand for

services. Patterns of business activity (PBA) influence the demand
patterns seen by the service providers.
It is very important to study the customer’s business to identify,

analyze and codify such patterns to provide sufficient basis for capacity
management.
Analyzing and tracking the activity patterns of the business

process make it possible to predict demand for services in the
catalogue that support the process. Every additional unit of demand
generated by business activity is allocated to a unit of service capacity.
Activity-based DM can link the demand patterns to ensure that

the customers’ business plans are synchronized with the service
management plans of the service provider.
Demand Management (or Workload & Demand Management):
• Involves balancing workloads, i.e. the use of services by the

users; and
• This can be used this to influence user behavior.
Demand Mgt will be used to analyze business use of current phone

and emails used to quickly communicate. This will later help to manage
the demand of the new ‘Hype’ service.
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SERVICE DESIGN PHASE
Goals
• To convert strategic objectives into service assets and service

portfolios.
Processes
• Service Level Management;
• Capacity Management;
• Availability Management;
• IT Service Continuity MGT;
• Information Security MGT;
• Supplier Management; and
• Service Catalogue Management.
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5 Major Aspects of Service Design
• Service Solutions;
• Service Management Systems & Tools;
• Technology Architectures;
• Processes; and
• Measurement Systems and Metrics.
All of the above are to ensure that standards and conventions are
followed.
An overall, integrated approach should be adopted for the design

activities and should cover the design of:
• Service Solutions: Including all of the functional requirements,

resources and capabilities needed and agreed;
• Service Management Systems and Tools: Especially the

Service Portfolio for the management and control of services
through their lifecycle;
• Technology Architectures: Technology architectures and

management architectures and tools required to provide the
service;
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• Processes: Processes needed to design, transition, operate

and improve the service; and
• Measurement Systems: Measurement systems, methods and

metrics for the services, the architectures and their constituent
components and the processes.
The key aspect in the design of new or changed services is to

meet changing business needs. Every time a new service solution is
produced, it needs to be checked against each of the other aspects to
ensure that it will integrate and interface with all of the other services in
existence.
Service Design Package
Service Design Package defines all aspects of an IT Service

and its requirements through each stage of its Lifecycle. A Service
Design Package is produced for each new IT Service, major Change,
or IT Service Retirement.
The information contained within a Service Design Package,

including all aspects of the service and its requirements, is used to
provide guidance and structure through all of the subsequent stages of
its lifecycle.
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Examples of Service Design Package contents:
• Business Requirements;
• Service Applicability;
• Service Contacts;
• Service Functional Requirements;
• Service Level Requirements;
• Service Program;
• Service Transition Plan;
• Service Operational Plan;
• Service Acceptance Criteria;
• Service Design & Topology; and
• Organizational Readiness Assessment.
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Service Level Management
Goal
• To ensure that the levels of IT service delivery are achieved,

both for existing services and new services in accordance with
the agreed targets.
The success of Service Level Management (SLM) is very

dependent on the quality of the Service Portfolio and Service
Catalogue and their contents, because they provide the necessary
information on the services to be managed within the SLM process.
Service Level Management (SLM) is a process that is found

within two Service Lifecycle phases. Within Service Design,
Service Level Management is concerned with:
• Designing and planning the SLM process and Service Level

Agreement (SLA) Structure;
• Determining the requirements of customers groups to produce
Service Level Requirements (SLRs);
• Negotiating and Agreeing upon the relevant Service Level
targets with customers to produce Service Level Agreements;
and
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• Negotiating and Agreeing upon the support elements required

by the internal IT groups and External Suppliers to produce
Operational Level Agreements (internal) and Underpinning
Contracts (external).
Within Continual Service Improvement, Service Level

Management is concerned with improving services and processes
through constant:
• Monitoring;
• Reporting;
• Evaluating; and
• Improving.
SLM Objective
• Maintaining and gradually improving business aligned IT

service quality, through a constant cycle of agreeing,
monitoring, reporting and reviewing IT service achievements
and through instigating actions to eradicate unacceptable levels
of service.
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The success of SLM is highly dependent on the quality of the

Service Portfolio and Service Catalogue and their contents, because
they provide the necessary information on the services to be managed
within the SLM process.
Typical Contents of SLAs
• Introduction
• Service description
• Mutual responsibilities
• Scope
• Service hours / service availability
• Reliability
• Customer support
• Contact points & escalation
• Service performance
• Batch turnaround times
• Security
• Charging
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Information contained within an SLA must be measurable. The

language used should always be clear and concise in order to aid
understanding. SLAs are not used as legal documents for imposing
penalties, which would be in conflict with the goal of improving
relationships between customers and the IT Service provider.
SLM will identify all service level requirements for new ‘Hype’ service,
sign off on SLA and hand over to Service Design Manager.
Capacity Management
Capacity Management is the process that manages:
 the right capacity,
 at the right location,
 at the right moment,
 for the right customer,
 against the right costs,
All of the above in order to meet the current and future capacity and
performance demands of the customer regarding IT service provision.
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Capacity Management needs to:
• Understand the business requirements (the required Service

Delivery);
• Understand the organization’s operations (the current Service

Delivery);
• Understand the IT Infrastructure components (the means of

Service Delivery); and
• Ensure that all the current and future Capacity and performance
aspects of the business requirements are provided cost-
effectively.
Essentially it is a balancing act of cost against capacity

(ensuring cost effective purchases for business capacity needs).
Capacity Management naturally sits predominantly in the Service
Design phase, but also plays an important role in the other phases too.
Capacity Management is initially supported by the Service

Strategies phase, via Demand Management and the development
of Service Level Packages.
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Capacity Management consists of these main activities:
• Performance Monitoring: Measuring, monitoring, and tuning

the performance of IT Infrastructure components;
• Demand Management: Aims to influence the demand on

capacity. This is the application of the policy laid out in the
Service Strategy phase;
• Application Sizing: Determining the hardware or network

capacity to support new or modified applications and the
predicted workload;
• Modeling: Used to forecast the behavior of the infrastructure

and identify areas that could be better utilized;
• Tuning: Modifications made for better utilizations of current

infrastructure;
• Storage of Capacity Management Data;
• Capacity Planning; and
• Reporting.
Capacity Management will need to consider the capacity requirements

of current desktops - video cards, RAM, as well as Bandwidth and
storage of all data for new ‘Hype’ service.
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Availability Management
• Optimizing the capability of the IT infrastructure and supporting

the organization to deliver a cost effective and sustained level
of availability that enables the business to satisfy its objectives.
Other Availability Management objectives are:
• Reduction in the frequency and duration of Availability related

incidents; and
• To maintain a forward looking Availability plan.
Proactive and Reactive Elements
• Proactive Activities: Involve the proactive planning, design

and improvement of availability. These activities are principally
involved within design and planning roles (Service Design
Phase).
• Reactive Activities: Involve the monitoring, measuring,

analysis and management of all events, incidents and
problems regarding availability (Service Operation Phase).
Availability Management will need to consider the availability

requirements to make sure ‘Hype’ is available as per agreement – and
to maintain and service systems to keep them running.
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IT Service Continuity Management
• To support the overall Business Continuity Management by

ensuring that the required IT infrastructure and the IT service
provision can be recovered within required and agreed
business time scales.
• IT Disaster: The unavailability for a longer period of time of IT

service provision, which makes it necessary to switch to an
alternative system and for which the actions to be taken are
not part of daily routine.
What constitutes a disaster is determined by the SLA, and based on

BCM, decided by ISC Manager.
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Overall BCM Model with 4 main Stages:
Stage 1: Define scope of BCM

INITIATION
Stage 2: Business Impact Anaylsis;

REQUIREMENTS &
Risk Assessment;
STRATEGY
Business Continuity Strategy
Stage 3: Organization & Implementation Planning;
Stand-By Arrangements & Risk-Reduction

Measures;
Recovery Plans & Procedures;
Initial Testing
Stage 4: Education & Awareness;

OPERATIONAL
Review & Audit;
MANAGEMENT
Testing;
Change Management
BOTTOM LINE: Assurance
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A Business Impact Analysis (BIA) would identify:
• Critical business processes & Vital Business Functions;
• Potential damage or loss caused by disruption;
• Possible escalations caused by damage or loss;
• Necessary resources required to enable continuity of critical

business processes
• Time constraints for minimum recovery of facilities and

services; and
• Time constraints for complete recovery of facilities and

services.
Decisions will have to be made as to what to do if ‘Hype’ encounters a

disaster, like the ISP going down, and choose an appropriate
countermeasure (e.g. use phone).
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Information Security Management
• The process that ensures the confidentiality, integrity and

availability of an organization’s assets, information, data and
IT services.
Information Security Management aligns IT security with

business security and ensures that information security is effectively
managed in all service and Service Management activities.
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Basic Concepts: Security Measures
There are various security threats to our infrastructure and we

want to prevent or reduce the damage of these as much as possible.
• In the case that they do pass our prevention mechanisms, we

need to have detection techniques to identify when and where
they occurred;
• Once a security incident has occurred, we want to repress or

minimize the damage associated with this incident;
• We then want to correct any damage caused and recover our

infrastructure to normal levels; and
• After this process we need to review how and why the breach
occurred and how successful were we in responding to the
breach.
Information Security will develop a policy to ensure that all users use a
different user name and password for ‘Hype’, as well as ensuring the
secure connections for VOIP and video conferencing.
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Supplier Management
• To manage suppliers and the services they supply, to provide

seamless quality of IT service to the business and ensure that
value for money is obtained.
The process responsible for ensuring that all contracts with

suppliers support the needs of the business and that all contractual
commitments are met.
Basic Concepts & Terminology
• SSIP: Supplier service improvement plans – used to record all

improvement actions and plans agreed between suppliers and
service providers;
• Supplier Survey Reports: Feedback gathered from all

individuals that deal directly with suppliers throughout their day
to day role. Results are collated and reviewed by Supplier
Management, to ensure consistency in quality of service
provided by suppliers in all areas;
• Shared risk & reward: e.g. agreeing how investment costs and
resultant efficiency benefits are shared, or how risks and
rewards from fluctuations in material costs are shared; and
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• Supplier & Contract performance reports: used as input for

the Supplier & Contract review meetings to manage the quality
of the service provided by suppliers and partners. This should
include information on shared risk, when appropriate.
Arrangements with Suppliers
• Co-Sourcing;
• Partnership or Multi-Sourcing;
• Business Process Outsourcing (BPO);
• Knowledge Process Outsourcing; and
• Application Service Provision.
Main Objectives of Supplier Management
• Obtain value for money from Suppliers and Contracts;
• Work with Service Level Mgt to ensure Underpinning Contracts

(UC’s) support and are aligned with business needs, SL
Requirements and SL Agreements;
• Negotiate and agree UC’s and manage through their lifecycle,

including renewal or termination;
• Manage supplier relationships and performance;
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• Maintain a supplier policy and a Supplier and Contract

Database (SCD);
• Supplier Management is involved in all stages of Service

Lifecycle, from Strategy to design, through transition and
operation, to improvement; and
• Supplier Management constantly monitors to ensure that

suppliers perform to the targets contained within their UC’s,
while conforming to all terms and conditions.
Supplier Management will source the Webcams, and negotiate with

ISP for new ‘Hype’ service.
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Service Catalogue Management
• The process that ensures that a Service Catalogue is produced,

maintained and contains accurate information on all
operational services and those ready for deployment. Provides
a widely available, single source of consistent information on all
agreed services for authorized users.
The Service Catalogue
Once the ‘Hype’ service is live, it will be detailed in the Service

Catalogue.
The Art of Service

SERVICE TRANSITION PHASE
• The development and improvement of capabilities for

transitioning new and changed services into operation.
Goals
• Development and improvement of capabilities for transitioning

new and changed services into operation; and
• Manage complexities of changes related to services and

service management processes, Controls risks of failure and
disruption.
Processes
• Knowledge Management;
• Service Asset & Configuration Management;
• Change Management;
• Release & Deployment Management; and
• Validation and Testing.
The Art of Service

Service Transition (ST) is concerned with transitioning services

and releases into operation and managing change to the IT
infrastructure (including services, hardware, software etc).
Knowledge Management
• Responsible for gathering, analyzing, storing and sharing

knowledge and information within the organization. The
primary purpose is to improve efficiency by reducing the need
to rediscover knowledge.
Knowledge Management System
• Experience of staff;
• Records of peripherals matters;
• Supplier and partner requirements and abilities; and
• Typical and anticipated user skill level.
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Benefits
Of a successful KMS to the business and IT organization:
• We can stop having to continually reinvent the wheel;
• More efficient use of resources (including people); and
• Enables the organization to continually mature and develop.
Challenges
In implementing and operating a SKMS:
• Getting staff to use the systems;
• Having the extra time required to record relevant information

and knowledge; and
• Managing information and knowledge that is no longer correct

or relevant for the organization.
The Art of Service

Terms
• SKMS – Service Knowledge Management System: The

complete set of tools and databases that are used to manage
knowledge and information. The SKMS includes the CMS as
well as other tools and databases. The SKMS stores, manages,
updates and presents all information that an IT service provider
needs to manage the full lifecycle of it services.
• CMS – Configuration Management System: A set of tools

and databases that are used to manage an IT service
provider’s configuration data. The CMS also includes
information about incidents, problems, known errors, changes
and releases; and may contain data about employees,
suppliers’ locations, business units, customers and users.
Maintained by Configuration Management and is used by all IT
service management processes.
• CMDB – Configuration Management Database
• KEDB – Known Error Database: This database is created by

Problem Management and used by Incident and Problem
Management. The KEDB is part of the Service Knowledge.
Knowledge Management will help by identifying skills and staffing from

an established SKMS for the building of ‘Hype’.
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Service Asset & Configuration Mgt
• Supports the agreed IT service provision by managing, storing

and providing information about Configuration Items (CI’s)
throughout their life cycle.
No organization can be fully effective unless it manages its

assets, services and IT components well, particularly those that are
vital to the running of the customer’s or organization’s business.
This process manages the service assets and Configuration

Items in order to support the other Service Management processes.
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IT Infrastructure
SACM may cover non-IT assets, work products used to develop

the services and configuration items required to support the service
that are not formally classified as assets.
The scope covers interfaces to internal and external service

providers where there are assets and configuration items that need to
be controlled e.g. shared assets.
SACM will record all new Webcams and servers used to provide ‘Hype’
service, and can be used by Service Desk if there is an incident with
‘Hype’ service.
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Change Management
• To ensure that standardized methods and procedures are

used for efficient and prompt handling of all Changes, in order
to minimize the impact of Change-related Incidents upon
service quality, and consequently to improve the day-to-day
operations of the organization.
REMEMBER: Not every change is an improvement, but every

improvement is a change.
The 7 R’s of Change Management
1. Who RAISED the change?
2. What is the REASON for the change?
3. What is the RETURN required from the change?
4. What are the RISKS involved in the change?
5. What RESOURCES are required to deliver the change?
6. Who is RESPONSIBLE for the build, test and implementation of

the change?
7. What is the RELATIONSHIP between this change and other

changes?
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These questions must be answered for all changes. Without

this information the impact assessment cannot be completed, and the
balance of risk and benefit to the live service will not be understood.
This could result in the change not delivering all the possible or
expected business benefits or even of it having a detrimental,
unexpected effect on the live service.
Change Management & Project Management
How does Change Management work with Project

Management? Change Management authorizes, controls, coordinates
- does not plan, build, test or implement. Change Management is
concerned with Remediation Planning to ensure that each RFC has a
fallback / backout plan.
Key Points
• Change Management coordinates, assesses and approves

process; and
• Change Management performs Post Implementation Review

(PIR).
Change Management must approve the ‘Hype’ service BEFORE it is

built – will check to see that there is an RFC to upgrade ISP bandwidth.
The Art of Service

Release & Deployment Management
• Aims to build, test and deliver the capability to provide the

services specified by SERVICE DESIGN.
• This includes the processes, systems and functions to package,

build, test and deploy a release into production and prepare for
SERVICE OPERATION.
Difference between Change Mgt and Release & Deployment Mgt?
• Change Management assesses, authorizes and coordinates

Changes; and
• Release & Deployment Management actually do the build, test

and deploy and manage the overall release process.
Release Identification Examples
Major Release – Banking_System v1, v2, v3 etc.: Major Roll-Out of

new hardware and/or software.
Minor Release – Banking_System v1.1, v1.2, v1.3 etc.: A few minor

improvements and fixes to Known Errors.
Emergency Fix – Banking_System v1.1.1, v1.1.2 etc.: A temporary or

permanent Quick Fix for a Problem or Known Error.
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Key Points
 Change driven by customer demand
 Version control of Release through lifecycle
 Close relationship with Change Management
Why keep old versions in DML/DS?
For rollback/integrity purposes, in case something goes wrong

deploying the release.
Release and Deployment will build and test the ‘Hype’ service.
The Art of Service

SERVICE OPERATION PHASE
Goals
 Management of SO;
 Achieving effectiveness and efficiency in delivery and support;
 Stability in SO – allowing for changes in design, scale, scope

and service levels; and
 Key Role: Reactive and Proactive.
The management of IT Services that ensures effectiveness and

efficiency in delivery and support – Service Operation (SO) is
concerned with the effective and efficient delivery and support of IT
Services.
Functions & Processes
What is the difference between functions and processes? A

Process is a set of coordinated activities combining and implementing
resources and capabilities in order to produce an outcome and provide
value to customers or stakeholders. Functions are teams or groups of
people and the tools they use to carry out one or more Processes or
Activities.
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Below are the 4 Service Operation Functions and 5 SO Processes:
Functions
 Service Desk;
 Technical Management;
 IT Operations Management; and
 Applications Management.
Processes
 Incident Management.
 Request Fulfillment Management;
 Problem Management;
 Event Management; and
 Access Management;
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Service Desk Function
 Supports the agreed IT service provision by ensuring the

accessibility and availability of the IT-organization and by
performing various supporting activities.
The diagram demonstrates how much responsibility the Service

Desk and the Technical Support Groups have in the Service Operation
Processes.
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Local Service Desk
Centralized Service Desk
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Virtual Service Desk
Follow the Sun
Asia
USA
Service Desk &
Support Groups set up
in different time zones
to provide 24/7 service
Service Desk
Australia
Knowledgebase
London
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Technical Management Function
TM is not normally provided by a single department or group.

One or more technical support teams or departments will be needed to
provide TM and support for the IT Infrastructure
In all but the smallest organizations where a single combined

team or department may suffice, separate teams or departments will
be needed for each type of infrastructure being used. In many
organizations the TM departments are also responsible for the daily
operation of a subset of the IT Infrastructure.
TM will provide guidance to IT Ops about how best to carry out

the ongoing operational management of technology. This will partly be
carried out during the SD process but will be an everyday
communication with IT Ops as they seek to achieve stability and
optimum performance.
Specialist Technical Architects & Designers (Primarily involved

in SD) + Specialist Maintenance & Support Staff (Primarily involved in
SO) = Technical Management.
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Other examples of typical TM teams or departments:
 Storage team or dept, responsible for the management of all

data storage devices and media;
 Network Support team or dept, looking after the organizations

internal WAN/LAN’s and managing any network external
network suppliers; or
 Database team or dept, responsible for the creation,

maintenance and support of the organizations databases.
Service Desk will provide ongoing support for ‘Hype’ service.
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IT Operations Management Function
In some organizations this is a single, centralized department.

In others, some activities and staff are centralized and some are
provided by distributed and specialized departments.
IT Operations Management: SO Function:
 Maintenance of the ‘status quo’ to achieve stability of the

organizations day to day processes and activities;
 Regular scrutiny and improvements to achieve improved

service at reduce costs, whilst maintaining stability; and
 Swift application of operational skills to diagnose and resolve

any IT operations failures that occur.
IT Operations will be responsible for doing the backups of all data

related to the ‘Hype’ service.
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Applications Management Function
Application Management is usually divided

into departments based on the application portfolio
of the organization, allowing easier specialization
and more focused support.
 Responsible for managing Applications

throughout their lifecycle;
 Supports and maintains operational applications, and plays an

important role in design, testing and improvement of
applications that form part of IT Services;
 Support the organization’s business processes by helping to

identify functional and manageability requirements for
application software;
 Assist in the design and deployment of those Applications; and
 Provide ongoing support and improvement of those

applications.
Application Management may assist with writing the ‘Hype’ application,

if they choose not to buy an off-the-shelf product.
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Incident Management Process
 To restore normal service operation as quickly as possible and

minimize the adverse impact on business operations, thus
ensuring that the best possible levels of service quality and
availability are maintained.
Terms
 Incident: An unplanned interruption to an IT service or

reduction in the quality of an IT service. Failure of a CI that has
not yet affected service is also an incident.
 Service Request: A request by a user for information, advice

or for a standard change or for access to an IT service, e.g.
reset a password, or to provide a standard IT service for a new
user. Service Requests are usually handled by a Service Desk,
and do not require a RFC to be submitted.
Incident Management will help to restore the ‘Hype’ service if a user is

experiencing a loss of service.
The Art of Service

Request Fulfilment Process
 Manages the entire lifecycle of all customer or user.
Terms
• Service Request: Provides a channel for users to make

requests and receive standard Services; a channel for
information to users and customers regarding the availability of
Services.
A Service Request is:
• A request for information or advice;
• A request for a standard change; and / or
• A request for access to an IT Service.
• Standard Change: For example, a user asking for a password

reset or for the provision of standard IT services. These are
usually handled by the Service Desk and do not require a RFC
for Change Management.
Request Fulfilment – a user may request a copy of a previous

conversation.
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Problem Management Process
• To minimize the adverse impact of Incidents and Problems

on the business that are caused by errors within the IT
infrastructure, and to prevent the recurrence of Incidents related
to these errors.
Defined as two major processes:
• Reactive Problem Management; and
• Proactive Problem Management (initiated in Service Operation

but generally driven as part of Continual Service Improvement).
Problem Management will help to find out why users’ Webcams keep
crashing, and hopefully find a permamant solution.
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Event Management Process
• The process that monitors all events that occur through the IT
infrastructure to allow for normal service operation and to detect
and escalate exceptions.
An Event can be defined as a change of state that has

significance for the management of a Configuration Item (including IT
Services). This can be detected by technical staff or be automated
alerts or notifications created by CI monitoring tools.
Diagram of Event Management: Activities
Event Management will create events to let IT Support know that the
backups of all ‘Hype’ data occurred successfully or failed.
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Access Management Process
• The process for granting authorized users the right to use a

Service while preventing access to non-authorized users.
Access Management helps to protect the confidentiality,

integrity and availability (CIA) of assets; therefore it is the execution of
policies and actions defined in Security and Availability Management.
Access Management: C.I.A.
• Confidentiality: Protecting information against unauthorized
use;
• Integrity: Accuracy and completeness of information; and
• Availability: Information is available at any moment within the
agreed timeframe.
Access Management will assist with providing rights to use ‘Hype’

service.
The Art of Service

CONTINUAL SERVICE IMPROVEMENT PHASE
This phase is responsible for managing improvements to IT Service

Management Processes and IT Services.
Goals
• Creating and maintaining value for customer;
• Combining principle, practices and methods;
• Linking improvement efforts and outcomes with SS, SD and ST;
• Based on the ‘Plan, Do, Check, Act’ model; and
• Using a ‘closed-loop feedback system’.
Processes
• Service Level Management (addressed in Service Design);
• Service Measurement; and
• CSI Improvement Process.
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Service Measurement & Reporting
• Responsible for defining how to measure and report IT Service

Management and IT Service improvements and coordinate the
data collection for measurements from the other processes and
functions.
There are four main reasons to monitor and measure:
1. To Validate: Are we supporting the strategy and vision?
2. To Direct: Based on factual data, people can be guided to

change behavior.
3. To Justify: Do we have the right targets and metrics?
4. To Intervene: Take corrective actions such as identifying

improvement opportunities.
Measurement and reporting will be used to collect and collate user

data on usage, time, etc so improvements can be made to ‘Hype’
Service.
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Metrics and Measurement
There are 3 types of metrics that an organization will need to collect in

order to support CSI activities as well as other process activities:
• Technology Metrics: Often associated with component and

application-based metrics such as performance, availability,
etc.;
• Process Metrics: Captured in the form of KPIs and activity

metrics for the service management processes, these help to
determine the overall health of a process. Four key questions
KPIs can help answer are centered on Quality, Performance,
Value and Compliance. CSI uses these metrics to identify
improvement opportunities for each process; and
• Service Metrics: The results of the end-to-end service.

Component metrics are used to calculate the service metrics.
The Art of Service

7 Steps to Continual Service Improvement
This brings us back full circle to CSI and the phases begin again.
This process will be used to find ways to continually improve the ‘Hype’
service for the customer.
The Art of Service

CSI & the Service Lifecycle in Action
Although there are 5 phases throughout the Lifecycle, they are

not separate, nor are the phases necessarily carried out in a particular
order. The whole ethos of the Service Lifecycle approach is that each
phase will affect the other, creating a continuous cycle. For this to work
successfully, the Continual Service Improvement (CSI) phase is
incorporated throughout all of the other phases.
The Art of Service


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The ITIL® V3 Service Management

Awareness Pocket Guide:

The ITIL V3 Pocket Toolbook – A Quick Reference Guide to all

Michael Wedemeyer and Ivanka Menken

Copyright © The Art of Service

All rights reserved. No part of this book may be reproduced or transmitted in

Many of the designations used by manufacturers and sellers to distinguish

The Art of Service

What Exactly is ITIL? ................................................................................................. 7

ITIL Version 3 ............................................................................................................. 7

ITIL & Best Practices .................................................................................................. 8

Parties Involved ......................................................................................................... 8

ITIL Popularity ........................................................................................................... 9

Training & Certification .......................................................................................... 10

ITIL Essentials / Foundation Program ..................................................................... 11

ITIL Intermediate Programs .................................................................................... 11

What is ITSM? ........................................................................................................ 14

Extra Definitions for Adopting a Common Language.............................................. 14

Objective Tree: Illustrating Business and IT Alignment ........................................... 16

ITIL V3 Service Lifecycle ......................................................................................... 20

The Art of Service

Service Strategy ..................................................................................................... 22

Service Design Phase.............................................................................................. 28

Service Transition Phase ........................................................................................ 48

The Art of Service

Service Asset & Configuration Mgt ..................................................................... 52

Service Operation Phase ........................................................................................ 58

Functions & Processes ............................................................................................. 58

Continual Service Improvement Phase .................................................................. 72

The Art of Service

The ITIL Service Management Awareness Pocket Guide is for

This pocket guide will provide you with:

• Insight into the best practices for IT Service Management

• Highlight the ITIL v3 framework, the theory and the concepts;

• Brief overview of each process and function; and

• Highlight the importance of ITIL in IT Organizations to support

V3 ITIL has undergone some intensive changes. Notably, the

The Art of Service

The name change is a reflection of ITIL’s evolution, from an

What Exactly is ITIL?

The IT Infrastructure Library® (ITIL) is the most widely

ITIL is supported by a comprehensive qualifications scheme,

ITIL Version 3 was released on the 30th of June 2007, replacing

ITIL Version 3 continues to provide a wealth of knowledge

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ITIL & Best Practices

Generally, best practices are those formalized as a result of

• The proprietary knowledge of organizations and individuals.

• OGC: Office of Government Commerce (the trademark owners

• EXIN: Stichting EXameninstituut voor INformatica – translates

• ISEB: Information Systems Examination Board – this

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• TSO: The Stationery Office;

• Tool Vendors: (HP, Infra, Remedy, HEAT, etc.) Provide

• ITSMF: (IT Service Management Forum) The only

• Accredited Vendors (e.g. The Art of Service): Only accredited

ITIL is very popular around the world.

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TRAINING & CERTIFICATION

Since the launch of ITIL v3 in July 2007, a new certification path

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ITIL Essentials / Foundation Program

• 1 Hour MC Exam; and