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ITIL V3 Foundation Course Ebook PDF
ITIL V3 Foundation Course Ebook PDF
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Ver. 1.0
ITIL® V3 Foundation Course Objectives
2
Introduction
To Service
Management
Lifecycle
Lesson 1.0: What is ITIL ?
5
What is ITIL® ?
A set of publications for good practices in IT service
Management.
Why ITIL ?
• Focuses on descriptive guidance on IT Service Management that’s
easily adapted.
• Emphasizes Quality Management approach, standards
ITIL® goals
• Consistent, comprehensive, hygienic set of Best-Practice guidance
• Platform independent discussion of processes
• Common Language, Standardized vocabulary
• Flexible framework, adaptable to different IT environments.
De-Facto Industry Standard
Lesson 1.1: ITIL V3 Components
6
Lesson 1.2: ITIL Core Publications
7
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement
Lesson 1.3: ITIL V3 Qualification Scheme:
8
Credits System
Lifecycle Modules
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Capability Modules
Operational Support and Analysis (OSA)
Planning Protection & Optimization (PPO)
Release Control and Validation (RCV)
Service Offerings & Agreements (SOA)
http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp
Lesson 1.4: ITIL V3 Foundation Exam Format
9
Type Online, Multiple choice, 40 questions. The questions are selected from
the full ITIL Foundation in IT Service Management examination
question bank.
Duration Maximum 60 minutes. Candidates sitting the examination in a language
other than their native language have a maximum of 75 minutes
Supervised Yes
Open Book No
Pass Score 65% (26 out of 40)
Where ? Prometric Centers, visit www.prometric.com, Exam Code: EX0-101
Lesson 2.0: Principles of IT Service
10
Management
Lesson objectives
At the end of this lesson, you should be able to:
Good Practices are generally commoditized, generally accepted, proven effective ways of
doing things which were previously considered best practices of the pioneering
organizations.
Business Outcomes
Value
Customer Assets
Performance
Service Management
Services
Capabilities Resources
Service Assets A5 Management Financial Capital
A4 Organization Infrastructure
A3 Processes Applications
Capabilities Resources
A2 Knowledge Information
A1 People
Lesson 2.5: Process, Functions and Roles
15
Process
- A set of activities designed to accomplish a specific
objective. A process takes defined inputs and turns them
into defined outputs. A process may include roles,
responsibilities, tools and management controls required
to deliver the outputs
Lesson 2.6: A Basic Process
16
Data, Information
and Knowledge
Desired
Process Outcome
Suppliers
Activity 1
Activity 2 Customer
Activity 3
• It is measurable
Function
- A team or group of people and the tools they use to carry out
one or more processes or activities
Lesson 2.9: Processes across the organization
19
CIO
Project
Operations Development Architecture
Management
Website Enterprise
Service desk Project 1
Architecture
HR
Mainframe Applications Project 2
Finance
Application Applications
Project 3
Networks
Lesson 2.10: Service Management Roles :
Service Owner
20
Service Owner :
The person who is accountable for the delivery of a specific IT Service. They
are responsible for continual improvement and management of change
affecting Services under their care. Example: The owner of the Payroll Service
Responsibilities:
To act as prime Customer contact for all Service related enquiries and issues
To ensure that the ongoing Service delivery and support meet agreed Customer
requirements
To identify opportunities for Service Improvements, discuss with the customer
and to initiate changes for improvements if appropriate.
To liaise with the appropriate Process Owners throughout the Service
Management lifecycle
To solicit required data, statistics and reports for analysis and to facilitate effective
Service monitoring and performance
Lesson 2.11: Service Management Roles :
Process Owner
21
Process Owner :
The person responsible for ensuring that the process is fit for the desired
purpose and is accountable for the outputs of that process. Example: The
owner for the Availability Management Process
Responsibilities:
Assisting with process design
Service Provider :
An Organization supplying Services to one or more Internal Customers or
External Customers. Service provider is often used as an short form for IT
Service provider.
There are three types of business models service
providers:
Supplier:
A Third party responsible for supplying goods or Services that
are required to deliver IT services. Examples of suppliers
include commodity hardware and software vendors, network
and telecom providers, and outsourcing Organizations.
Business
Contract:
A legally binding agreement between two or more Service Provider
parties to supply goods or services
Supplier
Facilities Mgmt
IT Operations Mgmt
Strategy Generation Availability Management Validation & Testing Management Problem Management
Service Portfolio Mgmt Service Catalog Mgmt Change Management Request Fulfillment
Demand Management Service level Management Transition Planning & Support Event Management
Service level Management Service Improvement Service Reporting Service Measurement & Analysis
Lesson 3.2: The Lifecycle Interactions
27
Resources &
Service Strategy
(SKMS) Including the Service Portfolio &
Policies Constraints
Strategy
SDP’s
Service Design Standards
Service Catalog
Architectures
Solution
Design
SKMS Updated
Service Transition Tested Solutions
Transition plans
Operational
Service Operation Services
Operations Plan
Continual Service
Improvement Improvement
Plans & Actions
Lesson 3.3: Relationship between
Governance and ITSM
28
IT Governance
Establishes, enables and executes the IT
Corporate Compliance strategy. Establishes Operations to assure
high-quality, compliant IT service
provisioning. Ensures effective key result
Assures adherence to Legal, Industrial and regulatory Areas.
requirements.
Covered so far…
What it ITIL
Process, Function, Technology
Life Cycle of Service i.e. SS,
SD, ST, SO and CSI
We are covering hereon…
Lifecycle Phases
Processes and Functions
Tools used for ITSM
But before that a quiz !
30
Module 1: Quiz
Sample question 1:
a) Service Operation
b) Service Transition
c) Service Derivation
d) Service Strategy
31
Module 1: Quiz
Sample question 2:
What is the RACI model used for?
d) Recommending improvements
33
Module 1: Quiz
Sample question 4:
b) 1 only
c) 2 only
a) 1, 2 and 3 only
b) 1, 2 and 4 only
c) All of the above
d) None of the above
35
Module 1: Quiz
Sample question 6:
Which off the following is a characteristic of every process?
1. It is measurable
2. It is timely
3. It delivers a specific result
4. It responds to a specific event
5. It delivers its primary result to a customer or stakeholder
a) 1, 2, 3 and 4 only
b) 1, 2, 4 and 5 only
c) 1, 3, 4 and 5 only
d) All of the above
36 End of Module 1
Module 2
37
Service
Strategy
38
Lesson 1: Service Strategy
Lesson objectives
At the end of this lesson, you should be able to:
• Understand the Goals and Objectives of Service
Strategy
Lesson 1.1: Service Strategy Objectives
39
KEY ROLE: To stop and think about WHY something has to be done, before
thinking HOW.
Lesson 1.2: Key Strategy Questions
40
• Demand management
• Service portfolio Management, and
• Financial management
41
Lesson 2.0: Key concepts of service strategy
Lesson objectives
At the end of this lesson, you should be able to:
Performance Supported ?
Fit for Purpose ?
OR
Constraints removed ?
Utility
Value
Available enough ?
Capacity enough ?
AND Fit for Use ?
Continuous enough ?
Secure Enough ?
Warranty
Lesson 2.2: Service Value creation: Utility & Warranty
43
Utility Warranty
Functionality offered by Promise that the product/service will meet agreed requirements
product /service as the
customer views it
What the customer gets How it is delivered
Fitness for purpose Fitness for use
Three Characteristics of warranty
>Provided in terms of availability/capacity of services
>Ensures customer assets continue to receive utility, even if
degraded, through major disruptions
> Ensures Security for value-creating potential of customer
assets
Increases performance Reduces performance variation
average
Lesson 2.3: Basics of Value Creation: Service Assets
44
Risk
• Risk is defined as uncertainty of outcome, whether positive opportunity
or negative threat.
• There are two distinct phases. Risk Analysis and Risk Management.
• Risk analysis is concerned with gathering information about exposure to
risk so that the organization can make appropriate decisions and
manage risk appropriately.
• Risk management supports critical decision making process, in terms of
evaluating and selecting controls.
• Management of risk covers a wide range of topics, including business
continuity management (BCM), security, program/Project risk
management and operational service management.
Lesson 2.7: What is a Service Portfolio?
48
Service Portfolio
Service
Improve-
ment
The Service Portfolio Customer Plan Market
3 Space 1
represents the
commitments and
investments made by a
service provider across
all customers and market Customer Service Market
2 Portfolio Space 2
spaces.
Continual service
Market Improvement Third
Spaces
Party
Catalog
Customers Service
Design Return on Assets
earned during Service
Operations Resources
Resources Released
Engaged
Optimization.
Lesson 2.9: Service management
52
Technology & Automation
9 Financial Management.
Lesson 3.1: Demand Management:
55
Objectives
Demand Pattern
Service
Process Capacity
Management
Plan
Service Belt
Patterns of
Business Activity Delivery Schedule
Demand
Management
57
Lesson 3.3: PBA and UP
User Profile
Pattern of user demand for IT services
Each user profile includes one or more PBAs
Lesson 3.4: Financial Management: Goals
58
and Objectives
Business
Opportunities
Business
Technology
Financial
Capabilities
Management
IT
Lesson 3.5: Financial Management: Activities
59
Activities
Predicting the expected future requirements for
Budgeting funds to deliver the agreed upon services and
monitoring adherence to the defined budgets.
Benefits
• Enhanced decision making.
Question 1:
Which ITIL® process is responsible for drawing up a charging
system ?
a) Availability Management
b) Capacity Management
Question 2:
A Service Level Package is best described as?
Question 3:
The utility of a service is best described as:
Question 4:
The contents of a service package include:
Question 5:
Setting policies and objectives is the primary concern of which of
the following elements of the Service Lifecycle?
a) Service Strategy
Question 6:
Which of the following questions does guidance in Service Strategy help
answer?
1: What services should we offer and to whom?
2: How do we differentiate ourselves from competing alternatives?
3: How do we truly create value for our customers?
a) 1 only
b) 2 only
c) 3 only
d) All of the above
Module 3
68
Service
Design
69 Lesson 1.0 Service Design
Lesson objectives
At the end of this lesson, you should be able to:
• Skills • Services
• Organisation • Technology
• Experience • Tools
IT Service Management
• Suppliers • Activities
• Manufacturers • RACI
• Vendor
Processes • Dependencies
Lesson 2.2: Major Aspects of Service
74
Design
Processes design
Service Acceptance
Business requirements
Criteria
Contents of a Service Operational
Service Applicability
Service Design Acceptance Plan
Business Service Catalog Details of all the IT services delivered to the customer,
together with relationships to the business units and the
business process that rely on the IT services. This is the
customer view of the Service Catalogue.
Technical Service Catalog Contains the details of all the IT services delivered to
the customer, together with relationships to the
supporting services, shared services, components and
CIs necessary to support the provision of the service to
the business.
Lesson 3.3: Service Level Management:
79
Objectives
Conduct Service
SLA review and
Improvement Instigate Service
Improvement
Lesson 3.5: Service Level Management:
81
Terminology
Supplier Management
To ensure the UC’s are aligned with
SLR’s and SLA’s by managing
relationships with Supplier.
Service Level Supplier
Management Management
Service Level Underpinning External
Agreements (SLA) Contracts (UC’s) Suppliers
Lesson 3.12: Capacity Management:
88
Objectives
Supply
• Resources
Capacity • Components
Demand
• Performance
Cost
Lesson 3.14: Capacity Management:
90
Process Activities
Capacity
performance reports Improve Current service
& data and component capacity
Forecasts
Uptime
Downtime
Uptime
Incident 2
Recovered
Incident 1
Diagnose
Repaired
Restored
Record
Detect
Mean Time
Time to Time to Time to Time to Time to Time to Between
detect Record Diagnose Repair Recover Restore Failures
(MTBF)
Mean Time to Restore Service (MTRS)
Initiation
Business Continuity
Strategy
Requirements
On Going & Strategy
Invocation Operations
Implementation
Business Continuity
Plans
Lesson 3.24: Information Security
100
Management: Objectives
Information
Information Security Management System
Security
Strategy
Information
Security Policy Information Security Processes
Information > Communications Strategy
Security Information Management of Security Risks > Training & Awareness
Organisation Security Controls Strategy
Lesson 3.27: Information Security
103
Management: Security Policy
Maintain Evaluate
• Learn • Internal audit
• Improve • External audit
• Plan • Self assessments
• Implement • Security Incidents
105 End of Module 3
106 Service Design :Quiz
107
Module 3 : Quiz
Question 1:
Which of the following is NOT one of the five individual aspects of
Service Design?
A. The design of the Service Portfolio, including the Service
Catalogue
Question 2:
Which of the following is MOST concerned with the design of new
or changed services?
A. Change Management
B. Service Transition
C. Service Strategy
D. Service Design
109
Module 3 : Quiz
Question 3:
Implementation of ITIL Service Management requires preparing
and planning the effective and efficient use of:
Question 4:
What is the MAIN goal of Availability Management?
Question 5 :
The Information Security Policy should be available to which
groups of people?
Question 6 :
Which of the following are activities that would be carried out by
Supplier Management?
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
Module 4
113
Service
Transition
114 Lesson 1.0: Service Transition
Lesson objectives
At the end of this lesson, you should be able to:
KEY ROLE: To move Services from Design to Operations, without impacting the ongoing
Services
Lesson 1.2: Service Transition Objectives
116
Lesson objectives
At the end of this lesson, you should be able to:
• State the Goals, Objectives and basic
concepts of Change Management
Lesson 3.2: Change Management : Goals
124
and Objectives
Scope
Including
Strategic, Tactical and Operational changes
Excluding
Business strategy and process
Anything documented as out of scope
Lesson 3.4: Change Management :
126
Change Types
Change Types
Normal changes
Types are specific to the organization
Type determines what assessment is required
Standard changes
Pre-authorized with an established procedure
Tasks are well known, documented and low risk (usually)
E.g replacement of faulty printer, upgrade PC etc.
Emergency changes
Business criticality means there is insufficient time for normal handling
Should use normal process but speeded up
Impact can be high, more prone to failure, Should be kept to minimum
Remediation planning
Backout Plans
Lesson 3.5: Change Management :
127
Change Flow
Lesson 3.6: Change Management : 7 R’s
128
of Change Management
Who is RESPONSIBLE for the build, test and implementation of the change?
Change Manager
Process owner
Ensures that process is followed
Usually authorizes minor changes
Coordinates and runs CAB meetings
Produces change schedule
Coordinates change/built/test/implementation
Reviews/Closes Changes
Lesson 3.8: Change Management :
130
Change Advisory Board (CAB)
9Vendor/Contract Compliance
Basic Concepts
What is a Configuration Item (CI) ?
9Anything that needs to be managed in order to deliver an IT Service
Basic Concepts
Configuration baseline
Configuration details captured at a specific point in time.
This captures both the structure and details of a
configuration Item.
It is used as a reference point for future Builds, Releases
and Changes. (e.g. After major changes, disaster recovery
etc).
Typically managed through the Change Management
process.
Lesson 3.13: Service Asset and Configuration
Management: Basic Concepts: Contd..
137
Basic Concepts
What is a Configuration Management System (CMS) ?
•Information about all Configuration Items
•CI may be an entire service, or any component
•Stored in 1 or more databases (CMDBs)
•CMS stores attributes
•Any information about the CI that might be needed
•CMS stores relationships
•Between CIs
•With incident, problem, change records etc.
•CMS has multiple layers
•Data sources and tools, information integration, knowledge processing (scorecards,
dashboards etc.), presentation
Lesson 3.13: Service Asset and Configuration
Management: Basic Concepts: Contd..
138
Basic Concepts
What is a Definitive Media Library (DML) ?
9The only source for build and distribution
9Master copies of all software assets
In house, external software houses
Scripts as well as code
Management tools as well as applications
Including licenses
9Quality checked
Complete, correct, virus scanned ..
Lesson 3.14: Service Asset and Configuration
Management: Basic Concepts: CMDB & DML
139
Basic Concepts
DML and CMDB
Lesson 3.15: Service Asset and Configuration
Management: Basic Concepts: Logical Model
140
Services
E - Banking E - Sales
Application Application
Infrastructure Infrastructure
Data Center
Network
Messaging Data Web Web Data Messaging
services services services services
Network Name
Topology service
Authentication
Lesson 3.16: Service Asset and Configuration Management:
Basic Concepts: Relationship between CMDB, CMS and SKMS
141
CMS
CMDB
142 Lesson 3.17: Release and Deployment
Management
Lesson objectives
At the end of this lesson, you should be able to:
• State the goals, objectives and basic concepts of
Release and Deployment Management
Lesson 3.18: Release and Deployment
Management: Goals
143
Release Policy: The overarching strategy for Releases and was derived
from the Service Design phase of the Service Lifecycle and typically
includes:
• Release Description with the unique identification, numbering and naming
conventions.
• The roles and responsibilities at each stage in process.
• The expected frequency for each type of release
• The approach for accepting and grouping changes into a release.
• The mechanism to automate the build, installation and release distribution
processes to improve re-use, repeatability and efficiency
• How the configuration baseline for the release is captured and verified against
the actual release contents, e.g. hardware, software, documentation and
knowledge
• Exit and entry criteria and authority for acceptance of the release into each
Service Transition stage and into the controlled test, training, disaster recovery
and production environments
• Criteria and authorization to exit early life support and handover to Service
Operations.
Lesson 3.20: Release and Deployment
Management: Basic Concepts: Release Unit
146
Release unit
- Cls that are normally released together
- Typically includes sufficient components to perform a useful function. For
example - Fully configured desktop PC, payroll applications
Release package
- Single release or many related releases
- Can include hardware, software, utility, warranty, documentation,
training …
Lesson 3.21: Release and Deployment
Management: Basic Concepts: Release Types
147
Release Types
Major Release:
Containing large proportions of new functionalities. Also known as a
Major Upgrade, generally supersedes all preceding minor upgrades.
Minor Release:
Contains small enhancements and fixes. A Minor Upgrade or release
generally supersedes previous emergency fixes.
Emergency Release:
Normally linked to an Emergency change.
Lesson 3.22: Release and Deployment Management:
Basic Concepts: Release and Deployment Approaches
148
Question 1:
Which of the following statements about a standard change is
INCORECT ?
Question 2:
Which statement is the CORRECT statement about the relationship
between CMS and SKMS ?
Question 3:
Whish of the following is an activity of SACM ?
Question 4:
Which of the following does Service Transition provide guidance on:
1. Moving New and Changed Services to production
2. Testing and Validation
3. Transfer of services to and from external service provider
c) Only 1 and 2
d) Only 1
161
Module 4: Quiz
Question 5:
Which of the following is an INCORRECT Release and
Deployment approach?
Question 6:
Which of the following would be stored in the DML?
1. Copies of Purchased software
2. Copies of Internally developed software
3. Relevant License documentation
4. The Change schedule
Service
Operations
164 Lesson 1.0: Service Operations
Lesson objectives
At the end of this lesson, you should be able to:
Alert Incident
A warning that a threshold has been An unplanned interruption to an IT
reached, something has changed, or service.
a Failure has occurred. A reduction in the quality of an IT
Alerts are often created and service.
managed by System Management Failure of an IT component that has
tools. not yet affected service, but could
Alerts are managed by the Event likely disrupt service if left
Management Process. unchecked. This can be raised by IT
Objective is to notify the concerned support teams.
Stakeholders Example: Failure of a server in a
clustered mode.
Service Request
A generic description for many varying types of demands that are placed upon the
IT Department by the users.
Many of these requests are actually small changes – low risk, frequently occurring,
low cost, etc.
Their scale and frequency, low-risk nature means that they are better handled by a
separate process, rather than being allowed to congest and obstruct the normal
Incident and Change Management processes.
Examples:
A request to change a password,
A request to install an additional software application onto a particular PC,
A request to relocate some items of desktop equipment
171
Lesson 1.7: Problem & Workaround
Problem Workaround
Definition
The process responsible for monitoring Events throughout their
Lifecycle.
Objectives
To detect events, make sense of them and determine the appropriate control
action.
Can be used as a basis for automating many routine Operations
Management activities,
For example
- executing scripts on remote devices, or
- submitting jobs for processing
It provides a way of comparing actual performance and behavior against
design standards and SLAs.
Provide the basis for Operational Monitoring and Control
Lesson 2.2: Event Management: Process
176
Activities
Process Activities
Event occurs
Event correlation.
Event Response
Definition
The process for dealing with all incidents; this can include failures, questions or
queries reported by the users (usually via a telephone call to the Service Desk),
by technical staff, or automatically detected and reported by event monitoring
tools.
Objectives
To restore normal service operation as quickly as possible and minimize the
adverse impact on business operations
To ensure that the best possible levels of service quality and availability are
maintained, i.e. restore service within SLA’s
Lesson 2.7: Incident Management: Scope
181
and Value to Business
Time Scales • Timescales must be agreed for all incident handling stages.
- Depending on Priority & SLA’s
- Documented in OLA’s & UC’s
• All support groups should be made fully aware of these
timescales.
Incident Models An Incident model is predefined steps to handle a particular
Incident.
The incident model should include:
• The steps that should be taken to handle the incident
• The order in which these steps should be taken in.
• Responsibilities; who should do what
Major Incident An Incident Model to handle Incidents of Major Impacts and great
Urgency.
Lesson 2.9: Incident Management:
183
Process Flow & Activities
Lesson 2.10: Incident Management:
184
Process Interfaces
Definition
The process responsible for managing the lifecycle of all problems.
Problem Management seeks to identify and remove the root-cause of Incidents
in the IT Infrastructure.
Objectives
To prevent problems and resulting incidents from happening and to
eliminate recurring incidents
To minimize the impact of incidents that cannot be prevented.
Lesson 2.12: Problem Management:
Scope and Value to Business
186
Errors from
Major Problem
Development /
Reviews
Suppliers
Lesson 2.15: Problem Management: Process
Flow: Interfaces with Other Processes
189
Availability Management
Change Management • Is involved with determining how to
• ensures that all resolutions or reduce downtime and increase uptime
workarounds that require a change to through proactive problem
a CI are submitted through Change management techniques
Management through an RFC.
Capacity Management
Configuration Management
• Capacity Management helps in
• uses the CMS to identify faulty CIs and problem investigation and
also to determine the impact of resolution
problems and resolutions.
Problem
Management IT Service Continuity Management
Release & Deployment Management
• When a significant problem is not
• assists in ensuring that the associated
resolved before it starts to have a major
known errors are transferred from the
impact on the business, it interfaces with
development Known Error Database
ITSCM
into the live Known Error Database.
Financial Management
Service Level Management
• contributes to improvements in service
• Problem Management provides
levels, and its management information
management information about the cost
is used as the basis of some of the SLA
of resolving and preventing problems
review components.
Lesson 2.16: Request Fulfillment
190
Process
Definition
The processes of dealing with Service Requests from the users.
Objectives
To provide pre-defined pre-approved standard services to users.
To provide users with information on available services and procedures for
obtaining them.
Deliver requested standard services.
Assist IT users with general information, comments and complaints
Basic Concepts
Request models – Specific procedures for handling certain types of requests
For example; IMACS, Password resets, etc.
Lesson 2.17: Access Management:
191
Objectives
Definition
The process of granting authorized users the right to use a service, while
preventing access to non-authorized users.
• Also referred to as Rights Management or Identity Management.
• In practice, Access Management is the operational enforcement of the
policies defined by Information Security Management.
Objectives
To grant authorized users the right to use a Service and deny access to
unauthorized users
To Execute policies and actions defined in Security and Availability
Management
Lesson 2.18: Access Management: Basic
192
Concepts
Basic Concepts
Access • Access refers to the level and extent of a service’s functionality
or data that a user is entitled to use.
Identity • The information about the user that distinguishes them as an
individual, and which verifies their status within the
organization.
• By definition, the identity of a user is unique to that user.
Rights • Also called privileges, refer to the actual settings whereby a
user is provided access to a service or group of services.
• Typical rights or levels of access include read, write, execute,
change, delete.
Service/ Service • Granting users/User groups access to similar set of services
Groups
193 Lesson 3.0: Service Operations: Functions
Lesson objectives
At the end of this lesson, you should be able to:
Definition
A Service Desk is a functional unit made up of a dedicated number of staff
responsible for dealing with a variety of service events, often made via
telephone calls, web interface, or automatically reported infrastructure events.
Acts as daily Single point of contact for IT users
Objectives
To restore the ‘normal service’ to the users as quickly as possible.
Operate as Level 1 for Incident Management and Request Fulfillment i.e.
Log calls, do initial diagnosis and investigation and if possible resolve and
close.
Manage Incidents throughout its lifecycle, which also includes user
communication and Technical & hierarchical escalations.
Conducting customer/user satisfaction survey.
195
Lesson 3.1: Purpose of Service Desk
Type Description
1. Local Located physically close to the user community it serves.
2. Centralized Service desk is deployed at one central physical location.
3. Virtual Impression of single, centralized Service desk, through the
use of technology and tools to create a virtual Service
desk.
4. Follow-The-Sun Multiple Service desks across time zones to provide 24x7
service.
5. Specialized ‘specialist groups’ within the overall Service Desk structure,
so that incidents relating to a particular IT service can be
routed directly (normally via telephony selection or IVR or
a web-based interface) to the specialist group.
Lesson 3.3: Service Desk Function:
197
Organization Structures- Local
Local
Aids communication and gives a
clearly visible presence
Local Users
Can often be inefficient and
expensive to resource due to low call
Service Desk volumes
(local)
Reasons for a Local service desk…
• Language and cultural or
political differences
• Different time zones
• Specialized groups of users
• VIP/criticality status of users.
Third Party Application Infrastructure
Support Support Support
Lesson 3.4: Service Desk Function:
198
Organization Structures- Centralized
Centralized
Customer Customer Customer
Site 1 Site 2 Site 3
Local Service Desks merged into one
or few locations.
Service Desk
(centralized) more efficient and cost-effective,
allowing fewer overall staff to deal
with a higher volume of calls.
Second-Line Support
‘local presence’ to handle physical
support requirements, but controlled
Third party Application Infrastructure
Support Support Support and deployed from the central desk.
Lesson 3.5: Service Desk Function:
199
Organization Structures- Virtual
Virtual
Minimum qualifications
• Interpersonal skills, Business and underlying IT understanding
• Skill sets
Customer and Technical emphasis, Expert
Typing skills
Lesson 3.7: Service Desk: Service Desk
201
Metrics
Objectives
To help plan, implement and maintain a stable technical infrastructure to
support the organization’s business Processes
-Well designed and highly resilient, cost-effective infrastructure configuration
- Use of adequate technical skills to maintain the technical infrastructure and to
speedily diagnose and resolve any technical failures that do occur.
203
Lesson 3.9: Application Management
Role of Application Management Function
Responsible for managing applications throughout their lifecycle.
• Custodian of technical Knowledge and expertise related to managing
application, whether purchased or developed in-house.
• It provides the actual resources to support the ITSM Lifecycle
• Providing guidance to IT Operations about how best to carry out the
ongoing operational management of applications.
• The integration of the Application Management Lifecycle into the ITSM
Lifecycle
Objectives
To helping to identify functional and manageability requirements for
application software so as to support the organization’s business Processes.
Assist in design and deployment of applications.
Assist in ongoing support/maintenance/improvement of applications.
Lesson 3.10: IT Operations Management
204
Function
Objectives
Question 1:
Major Incidents require:
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
208
Service Operations : Quiz
Question 2:
Which of the following should be done when closing an Incident?
1: Check the Incident categorization and correct it if necessary
2: Decide whether a Problem needs to be logged
A. 1 only
C. 2 only
Question 3:
Which of the following is NOT a valid objective of Request
Fulfillment?
Question 4:
Which Functions are included in IT Operations Management?
Question 5:
What is the BEST description of the purpose of Service
Operation?
Continual
Service
Improvement
215
Lesson 1.0: Continual Service
Improvement
Scope of CSI:
9Overall health of ITSM. It takes care of entire ITSM as well as all
dependent services.
9Alignment of the service portfolio with business needs
9After implementing and operating processes, CSI help Maturing the
processes.
Organization need to:
•Review management information and trends of service delivery
•Ensure outputs of enabling ITSM are achieving results
•Conduct audits to access maturity of process, compliance of processes.
•Conduct customer satisfaction surveys.
219
Lesson 2.0: CSI – Key Principles and
Models
At the end of this lesson, you should be able to:
Steps Quotes
1 Creating Sense of • 50% of transformations fail in this stage.
urgency
• Without motivation, people won’t help and efforts goes nowhere
• 76% of company’s management should be convinced of the need
2 Forming a guiding • Understand difficulties and producing change.
coalition
• Lack of effective, Strong leadership
• Not a powerful coalition. Opposition eventually stops the change initiatives.
3 Creating a Vision • Without a sensible vision transformation effort can easily dissolve into a list
of confusing, incompatible projects.
• An explanation of 5 minutes should obtain reaction of “understanding” and
“Interest”.
4 Communicating Vision • Without credible communication, and lot of it, the hearts and minds of the
troops are never captured.
• Make use of all communication channels.
Steps Quotes
5 Empowering others to • Structures to underpin the vision.. And removal of barriers to change.
act on vision
• More people involved, the better the outcome.
• Reward initiatives.
6 Planning for and • Real transformation takes time. Without quick wins too many people give up
creating quick wins or join the ranks of those opposing change.
• Actively look for performance improvements and establish clear goals.
• Communicate success.
7 Consolidating • Until changes sink deeply into the culture new approaches are fragile and
improvements and subject to regressions.
producing more
change • In many cases worker revert to old practices.
• Use credibility of quick wins to tackle even bigger problems.
8 Institutionalize the • Show how new approaches, behavior and attitude have helped improve
change performance. Ensure selection and promotion criteria underpin the new
approach.
PROCESS THE
DATA
DO
IMPLEMENT
CORRECTIVE
ACTION
GATHER THE
DATA – WHO,
HOW, WHEN
ACT
Lesson 2.8: Continual Service Improvement
228
Model
229 Module 6 : Quiz
230
Module 6: Quiz
Question 1:
Which of the following does CSI provide guidance on?
1. How to improve process efficiency and effectiveness
2. How to improve services
3. Improvement of all phases of service lifecycle
4. Measurement of processes and services
a) 1 and 2 only
c) 2 only
d) 1, 3 and 4 only
231
Module 6: Quiz
Question 2:
Which is the first activity of the CSI model?
Question 3:
Which of the following is NOT a metric described in CSI?
a) Process Metric
b) Personnel Metric
c) Service Metrics
d) Technology Metrics
233
Module 6: Quiz
Question 4:
Which of the following are objectives of CSI?
1. To improve process efficiency and effectiveness
2. To improve services
3. To improve all phases of service lifecycle except Strategy
4. To improve International standard such as ISO 20000
a) 1 and 2 only
b) 2 and 4 only
c) 1, 2 and 3 only
Question 5:
Learning and Improvement is the PRIMARY concern of which of
the following phases of service lifecycle?
• At this level of exam the obvious answer is often the correct answer (if
you have read the question carefully!)
• If you think there should be another choice that would be the right
answer, then you have to choose the “most right”
d) 1 and 3 only
240 Module 6 : Summary
Thank You