ITIL4 Course Slides PDF

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The swirl logo™ is a trademark of AXELOS Ltd

Course introduction
Course administration
Start and finish Course style
Coffee and breaks Lunch
M00 - Course introduction 2/13 | 2/370

Course introduction
Course objectives
 Getting to know the ITIL and it’s processes

and functions of the model
 Understanding terminology and scope
 Introduction to service management
 Understanding the ITIL process model
Main goal
 Attempt Foundation exam with confidence
 Communicate freely within ITIL,
understanding its principles and philosophy
Secondary goal
 Benefits and value of service management
and ITIL

Course introduction
Let’s Get to Know Each Other
 Please share with the class:

 Your name and surname
 Your organization
 Your profession
 Title, function, job responsibilities
 Your background in IT
 Your familiarity with the ITIL
 Your familiarity with the IT service
management
 Your experience with ITIL/YASM/USMBoK
 Your personal session expectations

Course introduction
Course agenda - Day 1
Total Time
Module Subject Start End
(in hours)
01 Defining service management and ITIL 09:00 10:00 01:00
02 IT Service Management practice 10:00 11:00 01:00
03 The ITIL Service Lifecycle 11:15 11:30 00:15

Day 1
04 Service Strategy (SS) 11:30 13:00 01:30
Lunch 13:00 13:30 00:30
05 Service Design (SD) 13:30 16:30 03:00
Recap Day 1 16:30 17:00 00:30
Total Training Time 08:00

Course introduction
Total Time
(in hours)
Review Day 1 09:00 09:15 00:15
Service Design (SD) ctn. 09:15 11:00 01:45
07 Service Transition (ST)

Day 2
11:00 13:00 02:00
Lunch 13:00 13:30 00:30
Service Transition (ST) ctn. 13:30 16:30 03:00
Recap Day 2 16:30 17:00 00:30

Course introduction
Total Time
(in hours)
Review Day 1 09:00 09:15 00:15
11 Service Operation (SO) 09:15 11:00 01:45

Day 3
12 Continual Service Improvement (CSI) 11:00 13:00 02:00
Lunch 13:00 13:30 00:30
Foundation exam 13:30 14:30

Course introduction
ITIL Foundation certification
 Foundation Exam:
 Paper based and closed book exam
 Only pencil and eraser are allowed
 Simple multiple (ABCD) choice exam
 Only one answer is correct
 40 questions, pass mark is 26 (65%)
 1 hour exam
 No negative points, no “Tricky Questions”
 No pre-requisite for Foundation exam
 Sample, one (official) mock exam is
provided to you
Candidates completing an examination in a language that

is not their mother tongue, will receive additional time
M00 - Course introduction ITILFND09 8/13 | 8/370
Course introduction
ITIL Qualification Scheme / ITIL Certification Roadmap
M00 - Course introduction ITILFND09 9/13 | 9/370

Course introduction
ITIL official handbooks and examination syllabus
ITIL syllabus section code and title

ITILFND01 Service management as a practice
ITILFND02 The ITIL service lifecycle
ITILFND03 Generic concepts and definitions
ITILFND04 Key principles and models
ITILFND05 Processes
ITILFND06 Functions
ITILFND07 Roles
ITILFND08 Technology and architecture
ITILFND09 Competence and training
ITILFND10 Mock exam
Module slide number / total module slides
ITIL syllabus ITIL Slide number /

section code handbook page total slides
Module number
and name
M00 - Course introduction Syllabus Handbook Page 10/13 | 10/370
Course introduction
ITIL interactive study guide mind map
See Appendix #2 for more mind maps from AXELOS Global Best Practice
Course introduction
ITIL interactive glossary
quizlet.com/42710414/

About course author - Mirosław Dąbrowski
Mirosław Dąbrowski linkedin.com/in/miroslawdabrowski

google.com/+miroslawdabrowski
Agile Coach, Trainer, Consultant twitter.com/mirodabrowski
(former JEE/PHP developer, UX/UI designer, BA/SA) miroslaw_dabrowski
Creator Writer / Translator Trainer / Coach

• Creator of 50+ mind maps from PPM and related • Product Owner of biggest Polish project • English speaking, international, independent
topics (2mln views): miroslawdabrowski.com management portal: 4PM: 4pm.pl (15.000+ views trainer and coach from multiple domains.
• Lead author of more than 50+ accredited materials each month) • Master Lead Trainer
from PRINCE2, PRINCE2 Agile, MSP, MoP, P3O, ITIL, • Editorial Board Member of Official PMI Poland • 11+ years in training and coaching / 15.000+ hours
M_o_R, MoV, PMP, Scrum, AgilePM, DSDM, CISSP, Chapter magazine: “Strefa PMI”: strefapmi.pl • 100+ certifications
CISA, CISM, CRISC, CGEIT, TOGAF, COBIT5 etc. • Official PRINCE2 Agile, AgilePM, ASL2, BiSL methods • 5000+ people trained and coached
• Creator of 50+ interactive mind maps from PPM translator for Polish language • 25+ trainers trained and coached
topics: mindmeister.com/users/channel/2757050 linkedin.com/in/miroslawdabrowski
Agile Coach / Scrum Master PM / IT architect Notable clients

• 8+ years of experience with Agile projects as a • Dozens of mobile and ecommerce projects ABB, AGH, Aiton Caldwell, Asseco, Capgemini, Deutsche Bank,
Scrum Master, Product Owner and Agile Coach • IT architect experienced in IT projects with budget Descom, Ericsson, Ericpol, Euler Hermes, General Electric,
• Coached 25+ teams from Agile and Scrum above 10mln PLN and timeline of 3+ years Glencore, HP Global Business Center, Ideo, Infovide-Matrix,
Interia, Kemira, Lufthansa Systems, Media-Satrun Group,
• Agile Coach coaching C-level executives • Experienced with (“traditional”) projects under high
Ministry of Defense (Poland), Ministry of Justice (Poland),
• Scrum Master facilitating multiple teams security, audit and compliance requirements based
Nokia Siemens Networks, Oracle, Orange, Polish Air Force,
experienced with UX/UI + Dev teams on ISO/EIC 27001 Proama, Roche, Sabre Holdings, Samsung Electronics, Sescom,
• Experience multiple Agile methods • 25+ web portal design and development and Scania, Sopra Steria, Sun Microsystems, Tauron Polish Energy,
• Author of AgilePM/DSDM Project Health Check mobile application projects with iterative, Tieto, University of Wroclaw, UBS Service Centre, Volvo IT…
Questionnaire (PHCQ) audit tool incremental and adaptive approach miroslawdabrowski.com/about-me/clients-and-references/
Accreditations/certifications (selected): CISA, CISM, CRISC, CASP, Security+, Project+, Network+, Server+, Approved Trainer:
(MoP, MSP, PRINCE2, PRINCE2 Agile, M_o_R, MoV, P3O, ITIL Expert, RESILIA), ASL2, BiSL, Change Management,
Facilitation, Managing Benefits, COBIT5, TOGAF 8/9L2, OBASHI, CAPM, PSM I, SDC, SMC, ESMC, SPOC, AEC, DSDM Atern,
DSDM Agile Professional, DSDM Agile Trainer-Coach, AgilePM, OCUP Advanced, SCWCD, SCBCD, SCDJWS, SCMAD, ZCE 5.0,
ZCE 5.3, MCT, MCP, MCITP, MCSE-S, MCSA-S, MCS, MCSA, ISTQB, IQBBA, REQB, CIW Web Design / Web Development /
Web Security Professional, Playing Lean Facilitator, DISC D3 Consultant, SDI Facilitator, Certified Trainer Apollo 13 ITSM
Simulation …
www.miroslawdabrowski.com
Defining service management and ITIL
Agenda
1. Defining service management and ITIL

2. IT Service Management practice
3. The ITIL Service Lifecycle
4. Service Strategy (SS)
5. Service Design (SD)
6. Service Transition (ST)
7. Service Operation (SO)
8. Continual Service Improvement (CSI)
M01 - Defining service management and ITIL 2/34 | 15/370

Obstacles prevent effective engagement between business and IT
Overwhelming Demand:
• Unstructured capture of requests and ideas
• No formal process for prioritization and trade-offs
• Reactive vs. proactive
IT and Business divide:

 Business thinks in IT servies
 IT delivers in technology terms
IT Seen as Black Box:

 Business lacks visibility
 Poor customer satisfaction

Disparate solutions/systems reduce efficiency
No Single System of Record for

Decision Making
Relevant Metrics Hard

to Obtain
Disparate Systems Costly to

Maintain and Upgrade

IT Governance Landscape

Governance
 Governance - ensures that policies and strategy are actually

implemented, and that required processes are correctly followed
 Governance includes defining roles and responsibilities, measuring and
reporting, and taking actions to resolve any issues identified
 Early Governance
 In the form of controls
 Everyday operations of the mainframe controlled
 Early 90s
 Distributed processing introduced in IT
 Distributed processing
 n-tier processing, the Internet, and increasing virtualization make governance
and controls less prevalent
M01 - Defining service management and ITIL ITILFND03 SS, 25 6/34 | 19/370
IT Governance
 IT Governance - provides leadership, defines organizational

structures, defines processes
“IT governance is the responsibility of the board of

directors and executive management. It is an integral part
of enterprise governance and consists of the leadership,
organizational structures and processes that ensure that
the organization’s IT sustains and extends the
organization’s strategies and objectives.”
IT Governance Institute (2003). Board Briefing on IT Governance, 2nd edition
Standards and best practices a.k.a. “forest of methodologies”
ITIL
PMBOK DSDM
COBIT PRINCE2
ISO/EIC
AgilePM
27001
ISO/IEC
AgilePgM
20000
ISO 31000 OPBOK
BiSL TOGAF
ASL M_o_R
MSP MoP
COSO MoV
M01 - Defining service management and ITIL ITILFND01 8/34 | 21/370

ITIL
“The 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. It describes the
organisation of IT resources to deliver business value,
and documents processes, functions and roles in IT
Service Management (ITSM).”

Basic information about ITIL
 ITIL is a registered trademark of AXELOS Ltd.

 ITIL is the basis of the worldwide standard for quality IT Service
Management, ISO 20000
 ITIL is in the public domain
 ITIL is vendor-neutral
 ITIL is used by the largest companies leveraging IT
 ITIL is non-prescriptive
Quite often organisations see their
 ITIL is process based hardware/software assets as value.
 adopt and adapt principle Does you and your organisation sees
processes as a valuable asset?
 ITIL is a set of best practices
 ITIL is no longer an acronym for Information Technology
Infrastructure Library

Relationship with other AXELOS Global Best Practices and Models
AXELOS common glossary
Models Best practice guides
The Portfolio, PRINCE2 ITIL Management Management Portfolio, ITIL

Programme, Maturity Maturity of Risk of Value Programme
and Project Model Model (M_o_R) (MoV) and Project
Management (P2MM) (IMM) Offices
Maturity (P3O)
Model RESILIA
(P3M3)
(MoP) Portfolio
Management of Portfolios Office
(MSP) Programme
Managing Successful Programmes Office
(PRINCE2) Project
PRojects IN Controlled Environments Office

ITIL Maturity Model

ITIL History
Significant upgrade to version 3

ITIL V1 ITIL V2
• include all items that describe the life cycle of
• first publication - • process approach
services
HelpDesk (1998) • Service Delivery
• summary of updates in the position: „ITIL
• 34 volumes • Service Support
2011 – Summary of Updates”
ITIL V3 (30 may 2007) AXELOS Limited

• ITIL Refresh project (11.2004 – • AXELOS has a majority
05.2007) stake in the products Best
• ITIL Refresh Development Practice Management
Programme Board • Rebranding the entire Best
• Extensive cooperation on a global Management Practice to
scale: itSMF, EXIN, ISEB, APMG, AXELOS Global Best
ISO, TSO, Jim Clinch, Sharon Practice
Taylor (ITIL Lead Architect)
• Model the life cycle of services
described in 5 publications
1989 – 2000 –
1980s 2007 2011 2014
1996 2001

Selected benefits of using ITIL
 Improving cooperation of IT – Business/Customer

 Greater involvement of IT
 IT as a partner, not the supplier
 Improve resource utilization
 Decrease rework
 Improve upon project deliverables and time
 Improve availability, reliability and security of
mission critical IT services
 Provide services that meet business, customer,
and user demands
 Integrate central processes
 Document and communicate roles and
responsibilities in service provision
Real World Benefits of using ITIL
 Procter & Gamble

 Started using ITIL in 1999 and has realized a 6% to 8% cut in
operating costs. Another ITIL project has reduced help desk calls
by 10%. In four years, the company reported overall savings of
about $500 million.
 Caterpillar
 Embarked on a series of ITIL projects in 2000. After applying ITIL
principles, the rate of achieving the target response time for
incident management on Web-related services jumped from
60% to more than 90%.
 Nationwide Insurance
 Implementing key ITIL processes in 2001 led to a 40% reduction
of its systems outages. The company estimates a $4.3 million
ROI over the next three years.
 Capital One Source: Pink Elephant
– “The Benefits of
 An ITIL program that began in 2001 resulted in a 30% reduction ITIL® White Paper”,
in systems crashes and software-distribution errors, and a 92% March 2006
reduction in “business-critical” incidents by 2003.
Service, Outcome
 Service - means of delivering value to customers by facilitating the

outcomes customers want to achieve without the ownership of
specific costs and risks
 Internal Services
 External Services
 Outcome - the result of carrying
out an activity, following a process,
or delivering an IT service
 The term is used to refer to
intended results as well as
to actual results
M01 - Defining service management and ITIL ITILFND01, ITILFND03 SS, 13, 35 17/34 | 30/370
Anatomy of a Service (technical view)
SAP
PSFT
Siebel
Load
Network Firewall Portal
Balancer Mainframe
Router Switch Database

Web Servers Applications
Web Services
Identity Manager Databases
3rd Party
Applications

Internal, External Business services
External External External External External External

customer customer customer customer customer customer
The business
Business Units (internal customers)
© AXELOS Ltd. 2013. Material is reproduced under licence from AXELOS.

IT department
Resources Capabilities
Business services Internal services External services
M01 - Defining service management and ITIL ITILFND01 SS, 13, 35 19/34 | 32/370
Classification of services
 Services can be discussed in terms of how they relate to one another

and their customers
 Core Service - a service that delivers the basic outcomes desired by one or more
customers
 Enhancing Service - a service that is added to a core service to make it more
attractive to the customer
 Enhancing services are not essential to the delivery of a core service but are used to
encourage customers to use the core services or to differentiate the service provider
from its competitors
 Enabling Service - a service that is needed in order to deliver a core service
 Enabling services may or may not be visible to the customer, but they are not offered
to customers in their own right
 Supporting Service - service that is not directly used by business
organization, but is required by the provider of services for the
delivery of services aimed at the consumer

Stakeholders
 Stakeholders - any person, group of people or organization affected

by a process or associated with the process
 Stakeholders may include customers, partners, employees, owners, users etc. …

Stakeholders - Internal, External Customer
 Customer - someone who buys goods or services

 The customer of an IT service provider is the person or group who defines and
agrees the service level targets
 Internal Customer - a customer who works for the same business as the IT
service provider
 Provider and internal customers are parts of the same organisation
 External Customer - a customer who works for a different business from the IT
service provider
 Provider and external customer are separate units that belong to separate
organizations
 Both types must be provided with the agreed level of service and the
same levels of customer service
 Services are often designed, transitioned, delivered and improved in
different ways
M01 - Defining service management and ITIL ITILFND01, ITILFND03 SS, 17 22/34 | 35/370
Stakeholders - User
 User - a person who uses the IT service on a day-to-day basis

 Users are distinct from customers, as some customers do not use the IT service
directly
Stakeholders - Supplier
 IT Service Provider - a service provider that provides IT services to

internal or external customers
 Both internal IT department or an independent company
 Supplier - a third party responsible for supplying goods or services
that are required to deliver IT services like network and telecom
services, hardware maintenance, datacentre services, hosting,
collocation etc.
Process
 Process - a structured set of activities designed to accomplish

a specific objective
 A process is measurable and performance driven
 It may include any of the roles, responsibilities, tools and management controls
required to reliably deliver the outputs
 A process may define policies, standards, guidelines, activities and work
instructions if they are needed
 A process takes one or more defined inputs and turns them into defined outputs
 A process exists to deliver a specific, identifiable and countable result
 A process must meet expectations of all internal and external customers
M01 - Defining service management and ITIL ITILFND01 SS, 22 - 23 25/34 | 38/370
Process model

Process components
Process control
Process policy
Process owner Process objectives
Triggers Process
Process feedback
documentation
Process

Process metrics
Process activities Process roles
Process Process Process Process

inputs procedures improvements outputs
Process work
Including process
instructions
Reports and
reviews
Process enables
Process
Process resources
capabilities
Characteristics of a process
 Performance driven
Measurable  Cost, quality, duration, productivity …
 Delivery of a specific output/result

Specific results  Individually identifiable and countable
 Delivery of result to a customer or stakeholder

Stakeholders  Meeting customers' expectations
 Could be internal or external
Originating from a  Traceable to a specific trigger

certain event  Responds to a specific event or is triggered at certain dates

Activity, Function, Role
 Function - a team or group of  Activity - a set of actions

people and the tools or other designed to achieve a
resources they use to carry out particular result. Activities are
one or more processes or usually defined as part of
activities - for example, the processes or plans, and are
service desk documented in procedures
 Role - a set of responsibilities,
activities and authorities
assigned to a person or team
 A role is defined in a process or
function
 One person or team may have
multiple roles
M01 - Defining service management and ITIL ITILFND01 SS, 22 - 23 29/34 | 42/370
Process Roles
 Process owner
 Ensures a process is fit for purpose
 Accountable for process being performed to agreed standard
 Process manager
 Accountable for operational management of a process
 May be several (e.g. regional) process managers per process
 Possible to combine with process owner role
 Process practitioner
 Responsible for carrying out one or more process activities
 Possible to combine with process manager role

Service components
Business Process Business Business Business

management process 1 process 2 process N
Requirements / Needs
UTILITY
Policy / Strategy
WARRANTY
Governance /
Compliance
Resources and Service
capabilities SLA / SLR
Costs / Price

Infrastructure Environment Data Applications
Service
OLAs Supporting
management
contracts services
processes
Support teams Suppliers

Module review and summary
 Basic information about ITIL  Definitions

 ITIL History  Governance
 Definitions  IT Governance
 Service
 Outcome
 Internal, External Business services
 Customer
 User
 Supplier
 Process
 Function
 Activity
 Role

Q&A

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Endorsements on
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PRINCE2®, P3O®, MSP®, MoP®, M_o_R®, MoV®, ITIL®, P3M3® are registered trademarks of AXELOS Ltd.

The swirl logo™ is a trademark of AXELOS Ltd

Start and finish Course style

Coffee and breaks Lunch

M00 - Course introduction 2/13 | 2/370

 Getting to know the ITIL and it’s processes

M00 - Course introduction 3/13 | 3/370

Let’s Get to Know Each Other

 Please share with the class:

M00 - Course introduction 4/13 | 4/370

Course agenda - Day 1

01 Defining service management and ITIL 09:00 10:00 01:00

02 IT Service Management practice 10:00 11:00 01:00

03 The ITIL Service Lifecycle 11:15 11:30 00:15

04 Service Strategy (SS) 11:30 13:00 01:30

Lunch 13:00 13:30 00:30

05 Service Design (SD) 13:30 16:30 03:00

Recap Day 1 16:30 17:00 00:30

Total Training Time 08:00

M00 - Course introduction 5/13 | 5/370

Course agenda - Day 2

Review Day 1 09:00 09:15 00:15

Service Design (SD) ctn. 09:15 11:00 01:45

07 Service Transition (ST)

11:00 13:00 02:00

Lunch 13:00 13:30 00:30

Service Transition (ST) ctn. 13:30 16:30 03:00

Recap Day 2 16:30 17:00 00:30

Total Training Time 08:00

M00 - Course introduction 6/13 | 6/370

Course agenda - Day 3

Review Day 1 09:00 09:15 00:15

11 Service Operation (SO) 09:15 11:00 01:45

12 Continual Service Improvement (CSI) 11:00 13:00 02:00

Lunch 13:00 13:30 00:30

Foundation exam 13:30 14:30

Total Training Time 04:30

M00 - Course introduction 7/13 | 7/370

ITIL Foundation certification

Candidates completing an examination in a language that

ITIL Qualification Scheme / ITIL Certification Roadmap

M00 - Course introduction ITILFND09 9/13 | 9/370

ITIL official handbooks and examination syllabus

ITIL syllabus section code and title

Module slide number / total module slides

ITIL syllabus ITIL Slide number /

ITIL interactive study guide mind map

ITIL interactive glossary

M00 - Course introduction 12/13 | 12/370

Mirosław Dąbrowski linkedin.com/in/miroslawdabrowski

Creator Writer / Translator Trainer / Coach

Agile Coach / Scrum Master PM / IT architect Notable clients

1. Defining service management and ITIL

M01 - Defining service management and ITIL 2/34 | 15/370

Obstacles prevent effective engagement between business and IT

IT and Business divide:

IT Seen as Black Box:

M01 - Defining service management and ITIL 3/34 | 16/370

Disparate solutions/systems reduce efficiency

No Single System of Record for

Relevant Metrics Hard

Disparate Systems Costly to

M01 - Defining service management and ITIL 4/34 | 17/370