ITIL v3

ITIL - IT Service Management

Presented By: Prasanta Kumar Sahu

Service Management
 ITIL v3

Agenda
• Service & IT Service Management & Objectives
• Key elements
• ITIL Service Lifecycle
• Key Concepts to understand
• CORE ITSM Components
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Benefits of These Core Components
• Change Management Process explained in ITIL
• Helpdesk Management Process explained in ITIL
• Benefits of ITSM
• Conclusions and Recommendations

Service Management
 ITIL v3
SERVICE

“ A service is a means of delivering value to customers by

facilitating the outcomes that customers want to achieve
without the ownership of specific costs and risks.”

What is an IT Service?
An "IT Service" is a set of IT-related functions (HW & SW)

User Web Server Application Server Database Server

Service Management
 ITIL v3

What is IT Service Management?

IT Service Management is the totality of IT Service Provision, including the management of the
infrastructure and the environment

Good IT Service Management ensures that Customer requirements and expectations are met with
consistency.

INFRASTRUCTURE ENVIRONMENT

IT Service IT Service IT Service IT Service

Service Management
 ITIL v3

IT Service Management Objectives

•To align IT Services with the current and future needs of the
Business and its Customers
•To improve the quality of the IT services delivered
•To reduce the long term cost of service provision

Needs

Cost Quality
Service Management
 Key Elements
ITIL v3

Customer / End Users Service Manager / Team

PEOPLE Production Acceptance

Executive Sponsor Team

Change Control Hardware

Problem Management
Software

PROCESS PRODUCTS
Capacity Planning Tools / Technology
Configuration
Management
PARTNERS
Project Manager / Team Suppliers / Outsourcers

Service Management
 ITIL v3

ITIL : Information Technology Infrastructure Library

• Developed in late 1980s in the UK in response to growing dependence on IT

• Now a public body of knowledge for Service Management best practices
• Helps organizations improve service levels and reduce the cost of IT
operations
• ITIL is the most widely accepted approach to IT service management in the
world. ITIL can help individuals and organizations use IT to realize business
change, transformation and growth.
• A framework, defining ten interlocking processes for service support and
service delivery
• Also provides guidance on IT
security, business
management

Service Management
 ITIL v3

ITIL Service Lifecycle

Continual Service
Improvement –
managing
improvements to IT
Services and ITSM
Processes

Service Design –
Service Strategy
establish
– establishes an
solutions to meet
overall strategy
requirements
for IT Services &
ITSM

Service Operation Service Transition

– day-to-day –managing the
management
Slide 8 of IT transition through
Services the lifecycle
Service Management
 ITIL v3

Phases and Respective Processes

Availability mgmt Knowledge mgmt

Service cont mgmt Evaluation

Supplier mgmt Validation & Testing Access mgmt

Release & Deploy

Financial mgmt Info security mgmt Problem mgmt
mgmt

Demand mgmt Capacity mgmt Asset & Config mgmt Request Fulfillment Service measurement

Service portfolio
Service level mgmt Change mgmt Incident mgmt Service reporting
mgmt
Service catalogue
Strategy Generation Transition Pl & Sup Event mgmt 7-Steps improvement
mgmt
Continual
Service Service Service Service
Service
strategy design transition operation
Improvement

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Service Management
 ITIL v3
Key Concepts
• Configuration Management System (CMS)
 Tools and databases to manage IT service provider’s configuration data
 Contains Configuration Management Database (CMDB)
 Records hardware, software, documentation and anything else important to IT
provision
• Release Management
 Collection of hardware, software, documentation, processes or other things require to implement
one or more approved changes to IT Services
• Incident: Unplanned interruption to an IT service or an unplanned reduction in its quality
• Work-around: Reducing or eliminating the impact of an incident without resolving it
• Problem: Unknown underlying cause of one or more incidents
• Processes(s): are structured sets of activities designed to achieve a specific objective.
• Function(s): are self-contained subsets of an organization intended to accomplish specific
tasks. They usually take the form of a team or group of people and the tools they use.

• “Processes help organizations accomplish specific objectives often across multiple

functional groups” whereas “Functions add structure and stability to organization”

Service Management
 ITIL v3
Key Roles
• Roles: are defined collections of specific responsibilities and privileges. Roles may be held by individuals
or teams. Individuals and teams may hold more than one role. ITIL® emphasizes a number of standard
roles include, most importantly:
• Service Owner: Accountable for the overall design, performance,
• integration, improvement, and management of a single service.
• Process Owner: Accountable for the overall design, performance, integration, improvement, and
management of a single process.
• Service Manager: Accountable for the development, performance,
• and improvement of all services in the environment.
• Product Manager: Accountable for development, performance, and improvement of a group of related
services.

Service Management
ITIL v3

Service Management
COREITILITSM
v3
COMPONENTS
Incident
Management

Problem
Management

Service Desk

Release
Service Support Management

Configuration
Management
Service Management
Change
Management

Service Level

Management

Service Delivery Capacity

Management

Availability
Management

Service
Continuity
Management

Financial
Service Management Management
ITIL v3

Service Management
ITIL v3

Service Management
SERVICE ITIL v3

STRATEGY
 What are we going to provide?
 Can we afford it?
 Can we provide enough of it?
 How do we gain competitive advantage?
 Perspective
 Vision, mission and strategic goals
 Position
 Plan
 Pattern
 Must fit organisational culture

Service Management
 ITIL v3

Processes

Availability mgmt Knowledge mgmt

Service cont mgmt Evaluation

Supplier mgmt Validation & Testing Access mgmt

Release & Deploy

Financial mgmt Info security mgmt Problem mgmt
mgmt

Demand mgmt Capacity mgmt Asset & Config mgmt Request Fulfillment Service measurement

Service portfolio
Service level mgmt Change mgmt Incident mgmt Service reporting
mgmt
Service catalogue
Strategy Generation Transition Pl & Sup Event mgmt 7-Steps improvement
mgmt

Continual
Service Service Service Service Service
strategy design transition operation Improvement

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Service Management
 ITIL v3

SERVICE STRATEGY HAS FOUR

ACTIVITIES
Define the Market

Develop the Offerings

Develop Strategic

Assets Prepare for

Service Management
 ITIL v3

SERVICE ASSETS

 Resources
 Things you buy or pay for
 IT Infrastructure, people, money
 Tangible Assets
 Capabilities
 Things you grow
 Ability to carry out an activity
 Intangible assets
 Transform resources into Services

Service Management
SERVICE PORTFOLIO
ITIL v3

MANAGEMENT

 Prioritises and manages investments and

resource allocation
 Proposed services are properly assessed
 Business Case
 Existing Services Assessed. Outcomes:
 Replace
 Rationalise
 Renew
 Retire

Service Management
 ITIL v3
Service
Design
• How are we going to provide
it?
• How are we going to build it?
• How are we going to test it?
• How are we going to deploy it?

Holistic approach to determine the impact of

change introduction on the existing services
and management processes

Service Management
 ITIL v3

Service Design Processes

Availability mgmt Knowledge mgmt

Service cont mgmt Evaluation

Supplier mgmt Validation & Testing Access mgmt

Release & Deploy

Financial mgmt Info security mgmt Problem mgmt
mgmt

Demand mgmt Capacity mgmt Asset & Config mgmt Request Fulfillment Service measurement

Service portfolio
Service level mgmt Change mgmt Incident mgmt Service reporting
mgmt
Service catalogue
Strategy Generation Transition Pl & Sup Event mgmt 7-Steps improvement
mgmt

Continual
Service Service Service Service
Service
strategy design transition operation Improvement

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Service Management
 ITIL v3

Service level management (SLM) Goal & Key Terms

• Service Level Management (SLM) negotiates, agrees and documents appropriate IT
service targets with representatives of the business, and then monitors and produces
reports on the service provider’s ability to deliver the agreed level of service.
• The goal of the Service Level Management process is to ensure that an agreed level of
IT service is provided for all current IT services, and that future services are delivered to
agreed achievable targets.
• Service Level Requirements (SLR) - A document that contains customer requirements
regarding the IT services they want
• Service Specification - The translation of the customer requirements into "how" the IT
organization is going to provide these services
• Service Level Agreement (SLA) - A document that defines agreed service levels
between the customer and provider
• Underpinning Contract (UC) - A document that defines agreed service levels between
the internal IT organization and an external provider
• Operational Level Agreement (OLA) - A document that defines agreed service levels
between the internal IT organization and another internal provider
• Service Quality Plan (SQP) - The plan contains information about performance indicators
for the IT organization to measure the Services

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Service Management
 ITIL v3

Service Level Management:

Relationships between documents and involved parties

Business

SLR SLA

IT Organization

OLA UC

Internal Partner External Partner/Supplier

UC

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Service Management
 ITIL v3

Capacity management
• Capacity Management provides a point of focus and management for all capacity and
performance - related issues, relating to both services and resources.
• The goal of the Capacity Management process is to ensure that cost-justifiable IT capacity in
all areas of IT always exists and is matched to the current and future agreed needs of the
business, in a timely manner.
• Capacity Plan
 documents the current levels of resource utilization and service performance
 forecasts the future requirements
• Capacity Database (CMIS - Capacity Management Information System)
 Capacity plan
 Capacity performance data
 Business forecasts
• Sub-processes:
 Business Capacity Management – translates business needs and plans into
requirements for service and IT infrastructure
 Service Capacity Management – manages, controls and predicts the performance and
capacity of the IT services
 Component Capacity Management – manages, controls and predicts the performance,
utilization and capacity of IT components
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Service Management
Information Security
ITIL v3

Management
• Confidentiality
– Making sure only those authorised can see data
• Integrity
– Making sure the data is accurate and
not corrupted
• Availability
– Making sure data is supplied when it is
requested

Service Management
 ITIL v3

Supplier Management – Goal

• The goal of the Supplier Management process is to manage suppliers and the
services they supply, to provide seamless quality of IT service to the business,
ensuring value for money is obtained

• It is essential that Supplier Management processes and planning are involved in all
stages of the Service Lifecycle, from strategy and design, through transition and
operation, to improvement.
• Supplier service improvement plans (SSIP) - records improvement plans with the
supplier
• Supplier survey reports - feedback gathered from individuals that deal with supplier
• Supplier & Contract performance report – input for the review meetings to manage the
quality

• Types of supplier agreements:

 Co-sourcing – An informal combination of insourcing and outsourcing
 Partnership (multi-sourcing) – formal agreement between two or more
organizations to work together
 Business process outsourcing – formal agreement provides and manages the
business process
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Service Management
 ITIL v3

Availability Management
Goal: To ensure that the level of service availability delivered in all
services is matched to or exceeds the current and future agreed needs of the business in a
cost-effective manner.

Concerned with availability of services and components – NOT PEOPLE.

(Availability Management and the incident lifecycle)

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Service Management
 ITIL v3

Availability Management and the incident lifecycle

System Incident System Incident

MTBSI (Reliability)

MTRS (Maintainability) MTBF (Availability)

Down Time Up Time

Normal
Detect Diagnose Repair Recover
Service

MTRS – Mean Time to Restore Service (depends on MTTR – Mean Time To Repair individual IT components)
MTBF – Mean Time Between Failures – Failure free period
MTBSI – Mean Time Between System Incidents – The mean period of time between two system incidents

Service Management
 ITIL v3

Availability Management
 Availability: the ability of a service, component or CI to perform its agreed function when
required. It is often measured and reported as a percentage:
(Agreed Service Time
(AST) – downtime)
Availability (%) = ———————————- X 100 %
Agreed Service Time (AST)
 Note: Downtime should only be included in the above calculation when it occurs within the
Agreed Service Time (AST). However, total downtime should also be recorded and
reported.
 Reliability: a measure of how long a service, component or CI can perform its agreed
function without interruption. The reliability of the service can be improved by increasing the
reliability of individual components or by increasing the resilience of the service to individual
component failure. It is often measured and reported as Mean Time Between Service
Incidents (MTBSI) or Mean Time Between Failures (MTBF):

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Service Management
 ITIL v3

Processes
• Deliver services that are required by the business into operational use
• Implement all aspects of the service
• Application and adaptation of service design, including arranging for modification
of the design, where the need is detected during transition
• Support knowledge transfer, decision support and re-use of processes, systems
and other elements

Availability mgmt Knowledge mgmt

Service cont mgmt Evaluation

Supplier mgmt Validation & Testing Access mgmt

Release & Deploy

Financial mgmt Info security mgmt Problem mgmt
mgmt

Demand mgmt Capacity mgmt Asset & Config mgmt Request Fulfillment Service measurement

Service portfolio
Service level mgmt Change mgmt Incident mgmt Service reporting
mgmt
Service catalogue
Strategy Generation Transition Pl & Sup Event mgmt 7-Steps improvement
mgmt

Continual
Service Service Service Service
Service
strategy design transition operation Improvement

33
Service Management
 ITIL v3

Good service transition

 Set customer expectations
 Enable release integration
 Reduce performance variation
 Document and reduce known errors
 Minimise risk
 Ensure proper use of services
 Some things excluded
 Swapping failed device
 Adding new user
 Installing standard software

Service Management
 ITIL v3
Knowledge management
• Vital to enabling the right information to be provided at the right place and the right
time to the right person to enable informed decision
• Stops data being locked away with individuals
• Obvious organisational advantage

Data Information Knowledg e Wisdom

- who, what , where? - How? - Why?

Data-Information- Knowledge-Wisdom

Wisdom cannot be assisted by technology

– it only comes with experience!

Service Knowledge Information Management System is crucial to retaining this extremely

valuable information

Service Management
 ITIL v3

Service Asset and Configuration

 Managing these properly is key
 Provides Logical Model of Infrastructure and
Accurate Configuration information
 Controls assets
 Minimised costs
 Enables proper change and release management
 Speeds incident and problem resolution

Service Management
 ITIL v3

Configuration Management System

Service Asset and

Management Configuration Change Data
KB Info

Application
Release Data Document
Data

Configuration
Definitive
Management
Media Library DB

Service Management
 ITIL v3

Change Management –or what we all get

wrong!
 Respond to customers changing business requirements
 Respond to business and IT requests for change that will
align the services with the business needs
 Roles
 Change Manager
 Change Authority
 Change Advisory Board (CAB)
 Emergency CAB (ECAB)
 80% of service interruption is caused by operator error
or poor change control (Gartner)

Service Management
 ITIL v3 Change
Types
 Normal
 Non-urgent, requires approval
 Standard
 Non-urgent, follows established path, no approval needed
 Emergency
 Requires approval but too urgent for normal procedure

Service Management
 Change Advisory
ITIL v3

Board
 Change Manager (VITAL)
 One or more of
 Customer/User
 User Manager
 Developer/Maintainer
 Expert/Consultant
 Contractor
 CAB considers the 7 R’s
 Who RAISED?, REASON, RETURN, RISKS, RESOURCES,
RESPONSIBLE, RELATIONSHIPS to other changes

Service Management
 Release
ITIL v3

Management
 Release is a collection of authorised and tested changes
ready for deployment
 A rollout introduces a release into the live environment
 Full Release
 e.g. R54
 Delta (partial) release
 e.g. R54.1, R54.2
 Package
 e.g. Windows Service Pack

Service Management
 ITIL v3
Service
Operation
• Maintenance
• Management
• Realises Strategic Objectives and is where
the Value is seen

Service Management
 ITIL v3

Processes and Functions Application mgmt

IT Operation mgmt
Functions
Technical mgmt

Service Desk

Availability mgmt Knowledge mgmt

Service cont mgmt Evaluation

Supplier mgmt Validation & Testing Access mgmt

Release & Deploy

Financial mgmt Info security mgmt Problem mgmt
mgmt

Demand mgmt Capacity mgmt Asset & Config. mgmt Request Fulfillment Service measurement

Service portfolio
Service level mgmt Change mgmt Incident mgmt Service reporting
mgmt
Service catalogue
Strategy Generation Transition Pl & Sup Event mgmt 7-Steps improvement
mgmt

Continual
Service Service Service Service
Service
strategy design transition operation Improvement

43
Service Management
 ITIL v3

Service Operation – Goals

 To coordinate and to carry out the activities and processes required to deliver and
to manage services at agreed upon levels to business users and customers.
 To enable effectiveness and efficiency in delivery and support of IT Services.
 Responsible for the ongoing management of the technology
 Includes the implementation and carrying out of all ongoing activities required to
deliver and support services.
Realizing the value customers wants

Service in Prod.
Service Service operated
environment
Operation processes with agreed level

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Service Management
 ITIL v3

Event Management – Key Terms

Event:
- any detectable or discernable occurrence that has significance for the management
of the IT infrastructure
- 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 an IT Service, Configuration Item(CI) or monitoring tool.
Event - informational - This refers to an event that does not require any action
and does not represent an exception – Ex: A user logs onto an application.
Event - warning - event that is generated when a service or device is approaching
a threshold
Event - exception - a service or device is currently operating abnormally (however
that has been defined).
Alert: A warning that a threshold has been reached or something has been changed.
(An event has occurred)
Trigger: An indication that some action or response to an Event may be needed.

45
Service Management
 ITIL v3

Incident Management – Goals

 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.
 Incidents can be reported by anyone who detects a disruption or potential
disruption to normal service. This includes technical staff
 Incident Management is 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.
 Known Error Record and the Incident Model are used for managing
incidents

46
Service Management
 ITIL v3

Incident Management – Activities (contd..)

Incident Classification
 Categorization
Application, Hardware, Service Request, Security Incident
WHY? To establish trends for use in Problem Management and other IT Service
Management (ITSM) activities
Prioritizing
Impact : extent of the deviation from the normal service level; aspects
are the number of users and the service concerned
Urgency : To what extent the solution of an incident can be postponed

Priority = Impact X Urgency

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Service Management
 ITIL v3

Problem Management - Goals

 Minimize the adverse impact of Incidents and Problems on the business

that are caused by errors within the IT Infrastructure,
 Seek to identify a permanent resolution to a number or reoccurring
incidents
 Prevent recurrence of Incidents related to errors. In order to achieve this
goal, Problem Management seeks to get to the root cause of Incidents
and then initiate actions to improve or correct the situation
 Problem Management differs from Incident Management in that its
main goal is the detection of the underlying causes of an Incident and
their subsequent resolution and prevention. The goal of Incident
management is to restore the service to the Customer as quickly as
possible.

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Service Management
 ITIL v3
Problem Management – Key Terms
 Problem - The unknown underlying cause of one or more Incidents
 Proactive Problem Management:
 Identifies areas of potential weakness
 Identifies workarounds
 Reactive Problem Management
 Identifies underlying causes of incidents
 Identifies changes to prevent recurrence

 Work-around - A temporary fix to recover a disrupted service after an incident. Are

documented into problem records
 Known Error - A Problem that is successfully diagnosed and for which
a Work-around is known
 Known Error Database (KEDB) - Repository of known errors for the
benefit and utilization of Incident Management
 RFC - A Request For Change to any component of an IT Infrastructure
or to any aspect of IT services

Relationship between Incidents, Problems, Known Errors and RFCs

49
Service Management
 ITIL v3
Request
Fulfilment
• Information, advice or a standard change
• Should not be classed as Incidents or
Changes
• Can we give more examples?

Service Management
 ITIL v3
Access
Management
• Right things for right users at right
time
• Concepts
– Access
– Identity (Authentication, AuthN)
– Rights (Authorisation, AuthZ)
– Service Group
– Directory

Service Management
 ITIL v3
Service
Desk
• Local, Central or Virtual
• Examples?
• Single point of contact
• Skills for operators
– Customer Focus
– Articulate
– Interpersonal Skills (patient!)
– Understand Business
– Methodical/Analytical
– Technical knowledge
– Multi-lingual
• Service desk often seen as the bottom of the pile
– Bust most visible to customers so important to get
right!

Service Management
 ITIL v3

Continual Service Improvement - Processes

Availability mgmt Knowledge mgmt

Service cont mgmt Evaluation

Supplier mgmt Validation & Testing Access mgmt

Release & Deploy

Financial mgmt Info security mgmt Problem mgmt
mgmt

Demand mgmt Capacity mgmt Asset & Config mgmt Request Fulfillment 7-Steps improvement

Service portfolio
Service level mgmt Change mgmt Incident mgmt Service reporting
mgmt
Service catalogue
Strategy Generation Transition Pl & Sup Event mgmt Service measurement
mgmt

Continual
Service Service Service Service
Service
strategy design transition operation Improvement

53
Service Management
 ITIL v3
Continual Service Improvement
Purpose
• Aims to continually align IT services to changing business needs by identifying
and implementing improvements
• Continually looking for ways to improve process efficiency and effectiveness as
well as cost effectiveness

• Focus on Process owners and Service Owners

• Ensures that service management processes continue to support the business
• Monitor and enhance Service Level Achievements
• Plan – do –check – act (Deming)

Service Management
 Service
ITIL v3 Measurement - Metrics

 Metrics:
 define what is to be measured
 are a system of parameters or ways of quantitative assessment
 Include the way of how the measurement is carried out
 Types of metrics:
 Technology metrics
(e.g.. Application performance, component serviceability, components, MTBF etc.)
 Process metrics
(e.g. efficiency, compliance, KPIs-Critical Success Factors, etc.)
 Service metrics
(e.g. availability, quality, Customer Satisfaction, etc.)
 Why?
 Validation – Soundness of decisions
 Direction – of future activities
 Justify – provide factual evidence
 Intervene – when changes or corrections are needed

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Service Management
 ITIL v3

The RACI matrix.

56
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The 7-Step Improvement Process

57
Service Management
 Service
ITIL v3 Reporting - Objectives

 Identify the purpose, the target audience and what the report will be used for.
 Build a business-focused Service Reporting Framework.
 Define and agree the policy and rules with the Business and Service Design
about how reporting will be implemented and managed.
 Agreement on what to measure and what to report on
 Agreed definitions of all terms and boundaries
 Basis of all calculations
 Reporting schedules
 Access to reports and medium to be used
 Meetings scheduled to review and discuss reports.

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Benefits of ITIL Service

Strategy
 Alignment of new & changing services
to organizational strategy
 Supports business cases for investment
 Resolves conflicting demands for
services
 Improves service quality by strategic
planning
 Ensures that organizations can manage the
costs and risks associated with their Service
Portfolios
Service Management
 ITIL v3

Benefits of ITIL Service

Design
 Agreeing service level agreements with
internal departments and external
third party suppliers
 Measuring IT quality in business terms
 Reduced total cost of ownership
 Improved quality/consistency of service
 Improved IT governance
 More effective Service Management

Service Management
 ITIL v3

Benefits of ITIL Service

Transition
 Align the new or changed service with
the Organization’s requirements &
business operations
 Ability to adapt quickly to new
service requirements
 Improved success rate of changes
 Improved organisational agility and
flexibility
 Provides a consistent & rigorous framework for
evaluating the service capability & risk before a
new or changed service is released
Service Management
 ITIL v3
Benefits of ITIL Service
Operation
• Delivering & managing services at agreed
levels to Organizational customers &
users
• Management & monitoring of the
technology that is used to deliver &
support services
• Management of Incidents, including
Major Incidents, & ensuring recovery of
service
• Ensuring the appropriate IT organisation is
in place to support the overall service
requirements of the Organization
• Cost-effective
Service Management
Service Delivery
 ITIL v3
Benefits of ITIL
Continual Service
Improvement
 Commitment to ongoing service quality
 Ongoing improvements to service &
supporting processes
 Review & implementation of
appropriate business-focused service
measures
 ROI (Return on Investment)
 VOI (Value on Investment)
 Continual improvement becomes part
of “Business as Usual”
Service Management
The Benefits of
ITIL v3

ITSM
Cut IT costs
•Streamline IT support through automation of processes
•Optimize resource usage through better visibility and planning
•Measure, monitor and reduce cost of service provision
Maximize productivity and customer retention through
better services and support
•External IT support is more responsive and consistent, increasing customer
satisfaction and
retention
•Internal IT support is more effective, keeping business users productive and
increasing capacity to generate revenue
Gain a competitive edge through increased agility
•Become more responsive to the needs of the business
•Streamline IT support and drive a transformation from reactive to proactive IT
•Take new lines of business to market quicker through faster delivery of supporting IT
services
Mitigate risk and ensure business continuity
•Plan changes and assess impact
•Escalate decision-making to management
Service Management
 ITIL v3

Conclusions and
recommendations
 ITIL is an enabler for process
improvement
 A combination of
processes/people/tools is required
 Always measure your progress by
measuring before andafter process
improvements
  IT process planning tool — other
departments may already have a tool to
plan/measure business processes
Service Management
ITIL v3

ITIL v3 Certification Roadmap

Service Management