Version 3.

ITIL – IT Service Management

An overview program for

IT Service Management
good practices
 Version 3.3

ITIL Practices for Service Management

ITSM/ITIL
What is ITSM & what’s the Value?

ITSM is a set of specialized organizational

capabilities for providing value to
customers in the form of services.

ITSM is business-aligned and maintains a

holistic Service Lifecycle approach.
Good Practice
Organizations can benchmark themselves against peers and seek
to close gaps in capabilites by adopting ‘good practices’ in wide
industry use.

There are several sources for good practices including:

• Public frameworks
• Standards
• Proprietary knowledge of organizations and individuals.
Business and IT Alignment

Quality
Flexibility
Cost Management

How / What ?
Why!

effective
organization

efficient

effective
IT service provision ITIL
efficient Framework

Source: the Art of Service

 Version 3.3

Continual
Service
Improvement Service

The Service
Transition

Lifecycle
Service
Strategy

Service
Service Operation
Design
ITIL Model – V3
 V3 Qualification Scheme Structure

Advanced
Level

ITIL Expert

Managing Across the Lifecycle

OGC ‘s Official Accreditor- The APMG Group Limited 2007

SS SD ST SO CSI OSA PPO RCV SOA

Lifecycle Modules Capability Modules

ITIL v3 Foundation Certificate in IT Service Management

 V2-V3 Bridging Options

Advanced
Level
V3
Managers ITIL Expert
Bridge
Managing Across the Lifecycle

ITIL v2 ITIL v2
SS SD ST SO CSI OSA PPO RCV SOA
Managers Practitioner
OGC ‘s Official Accreditor- The APMG Group Limited 2007

Certificate Certificate Lifecycle Modules Capability Modules

ITIL v3 Foundation Certificate in IT Service Management

V3 Foundation Bridge

ITIL v2 Foundation Certificate

Service Lifecycle Objective
The focus is on taking a holistic view of IT Service Management
through the use of the Service Lifecycle approach.

This end-to-end view of how IT should be integrated with business

strategy is at the heart of ITIL’s five core volumes
Service Lifecycle, Processes & Functions
Service Desk
Function
Continual Phases
Service
Improvement IT Operations Mgt
Service
Transition Function Processes

Application Mgt Functions

Supplier Mgt
Service Function
Strategy
Technical Mgt
Service Information Security Mgt
Service
Design
Operation Function

Service Catalogue Mgt Event Mgt

Request Fulfillment
Service Level Mgt Knowledge Mgt
Mgt

Release & Deployment

IT Service Continuity Mgt Access Mgt
Mgt

Service Asset &

Demand Mgt Availability Mgt Problem Mgt
Configuration Mgt

Financial Mgt IT Capacity Mgt Change Mgt Incident Mgt

Service Strategy Service Design Service Transition Service Operation

Continual Service Improvement

Service Measurement & Reporting

How does the Service Lifecycle work?
• IT Budgets
• Patterns of Business Activity
Service Strategy • Service Portfolio information

• New and changed service assets

• Service Catalogue, SLAs, OLAs, UCs
Service Design • Testing and Validation Criteria

• Known Errors from Development

Service Transition • Testing and validation results

• Change Authorization

• Incidents & Problems, Events, Service Requests

Service Operation • Request for Changes
• Information collected from infrastructure monitoring

Continual Service
Service and Process Improvements
Improvement
 Version 3.3

ITIL Practices for Service Management

Essentials
What are services?
Service: means of delivering value to customers, by facilitating
outcomes customers want to achieve, without the ownership of
specific costs and risks.
What Are 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.
Generic Process

Measurable

Specific
Trigger Activities Customer
Result

Measurable
Functions
A team or group of people and the tools they use to carry out one or
more Processes or Activities.
Functions provide units of organization responsible for specific
outcomes.
Process Owner vs. Service Owner
A process owner is responsible for ensuring that the process is fit for
the desired purpose and is accountable for the outputs of that
process.
A service owner is accountable for the delivery of a specific IT
service and responsible for continual improvement and management
of change affecting services under their care.
RACI Model

Service Human IT Security System User

Desk Resources Manager Administrator

Log service RACI - - I RC

request
Classification RACI C - I CI
of request

Verification of RI C AC C C
access levels

Provide RI I A R I
access rights
to user(s)

Example process: Managing a service request to modify user access levels

Service Provider Types

Type 2
Type 1 Shared Service Type 3
Internal Service Unit External Service
Provider Provider