.

ITIL FOUNDATION TRAINING

Topics for the day
 Role of IT, ITSM & ITIL
 Purpose of ITIL and how it will benefit you?
 Terminologies used in ITIL
 5 books in ITIL
 The ITIL processes and Functions.
.

Introduction to IT, ITSM and ITIL

Intended Audience
 IT Staff,
 System and Network Administrators,
 Managers and Executives,
 Anyone and everyone who is responsible for the delivery of IT services in
an organization.
Purpose of ITIL/ITSM
Organizational Benefits to ITIL
 Improved customer satisfaction through a more professional approach to service delivery
 Improved IT services through the use of proven best practice processes
 Improved ROI of  IT
 Improved delivery of third party services through the specification of ITIL
 Improved morale of service delivery and recipient staff
 Increased competence, capability and productivity of IT staff
 Increased staff retention
 Reduced cost of training
 Improved systems/ applications availability
 Reduced cost/ incident
 Reduced hidden costs that traditionally increases substantially the TCO
 Better asset utilization
 A clear business differentiator from competitors
 Closely aligned to commercial business services and products
 Greater visibility of IT costs
 Greater visibility of IT assets
 A benchmark to measure performance against in IT projects or services
 Reduced cost of recruitment and training - hiring ITIL qualified people is easier
Why Should I have ITIL\ITSM awareness or be an
ITIL certified?
 Becoming ITIL certified will make you a valuable resource
 ITIL knowledge will allow you to understand the common language of
ITIL, understood by IT professionals worldwide, and will increase your
standing within the IT community.
 ITIL gives you an adaptive and flexible framework for managing IT
services and encourages you to use common sense rather than follow a
rigid set of rules.
 ITIL will create a common understanding between your IT staff, suppliers,
contractors and users within the business by creating a common approach
and language towards IT services.
 ITIL can deliver huge cost savings for an organization by promoting the
optimum use of people, process and technology. Pro-active management
and continuous service improvement will help to increase quality while
reducing overall costs.
What is IT?
Business is looking to IT for Service Delivery rather than just product
delivery.
 This should be achieved in an environment of tight budgets hence the need
arises to reduce and control the IT cost
 IT must be viewed as an intrical part of the business
 This helps increase IT’s real and perceived value to the business
Business Challenges
 What is a Service?
“Service is a means of providing value to the customer by providing the
outcome that the customer needs without the ownership of specific cost and
risk.”

 Who are the Customers?

 Who are the Users?

WARRANTY
UTILITY
“Fit for purpose” + “Fit for use”
= VALUE
Utility and Warranty
What does ITSM do?
 What is IT Service Management
(ITSM)?
Service is an approach that IT organizations can utilize to
design, build, integrate, manage and evolve quality IT services.

“ Service Management is a set of specialized organizational

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

It helps in alignment of four attributes People, Process, Products

and Partners
The Benefits of ITSM are :
 Reduced costs
 Improved agility(flexibility)
 Increased customer satisfaction
 Strong business partnerships
 Built-in and measurable quality improvements
 The History of ITIL
1980’s
British Government determined that the level of IT service quality that they received
was not sufficient. The Central Computer and Telecommunication Agency (CCTA) now
called as Office of Governance Commerce(OGC) was assigned to develop a framework
for efficient and financially responsible use of IT resource. This was joint effort between
government and private sector.
1989
GITIM(Government Information Technology Infrastructure Management) later called
as ITIL Version 1 was release which consisted of 40 books
2001
ITIL Version 2 was released which consisted of 7 books.
2007
ITIL Version 3 was released which consisted of 5 books
Why is ITIL V3 referred to as a Good
Practice?

Good practice is a management plan which asserts that there

is a method, technique, activity, process, reward or incentive
that is more effective at delivering a particular outcome than
any other technique, method, process, etc.
What is ITIL?
 The IT Infrastructure Library is the most widely accepted
approach to IT service management.
 It is a library of books which talks about the good practices in
IT service management.
 ITIL is a Framework
 ITIL defines the organizational structure and skill
requirements of an IT organization and a set of standard
operational management procedures to allow the organization
to manage an IT operation and associated IT infrastructure.
Difference between a Framework and
Standard
.

FRAMEWORK STANDARD
Customizable Not customizable
Good Practice Best Practice
Individual gets certified An organization gets certified

Example of framework : ITIL, COBIT Example of Standard : ISO 20000,

ISO27001
.

Common Terminologies
Resources and Capabilities
 Resources and Capabilities are types of assets.
 Organizations use them to create value for the customers.
 Resources are those that are readily available or those assets
that the company can easily acquire. They are tangible.
 Capabilities are intangible assets of an organization and
cannot be purchased. It is Developed and Matures over time.
Example of Resources and
Capabilities
Process and Function
PROCESS
Process is a set of coordinated activities combining and implementing
resources and capabilities in order to produce an outcome which, directly
or indirectly, creates value for an external customers or the stakeholders.
Characteristics of a Process
- They are measurable
- They deliver specific results
- They Deliver outcome to customer or stakeholder.
- They Respond to a specific Event.
 .

FUNCTIONS
Units of organization specialized to perform certain type of work and
responsible for specific outcomes.
 RACI Matrix
 The RACI Model (RACI Matrix) is a simple tool that is useful for
highlighting roles and responsibilities during a project, program, or
indeed any organizational change.
 RACI is an acronym for Responsible, Accountable, Consulted, and Informed.
Rules of RACI Matrix
 Only have one Accountable person per activity.
 There should be at least one Accountable and one
Responsible
 Different Service Provider

• Type I (Internal service provider):

Exists within an organization solely to deliver service to
one specific business unit.

• Type II (Shared service provider):

Services multiple business units in the same organization

• Type III (External service provider):

Operates as an external service provider serving multiple
external customers.
About ITIL V3
ITIL V3 consists of five core books
 Service Strategy,
 Service Design,
 Service Transition,
 Service Operation and
 Continual Service Improvement
Service Life Cycle
Service Life Cycle
.
.

Service Strategy
 Processes in Service Strategy:

 Service Portfolio Management

 Demand Management
 Financial Management
Why have a Service Strategy

Strategy, in the context of Service

Management, helps answer questions like :

 Why the business customer would buy IT

services?
 What IT services would customers need?
 How to differentiate from the competitors?
 How to create value for customer?
 How much should be charged for IT services?
 What is the ROI (Return on Investment) ?
Objectives of this Phase
Objectives of this phase is to help answer key
strategic questions about services:

 Which service are most distinctive?

 Which services are most profitable?
 Which activity in our chain or value network are most
different and effective?
 Which is the Market Space?
Concepts and Models
 Business Case
A Business Case is a structured and documented justification
for investment in something expected to deliver value in
return.

 Return on Investment (ROI)/Value on Investment

(VOI)
Warranty & Utility
WARRANTY + UTILITY = VALUE CREATED

Warranty (Fitness for use)

It is the assurance that enough service is available, it has
enough capacity. Is secured and recoverable

Utility (Fitness for purpose)

 The positive effect on performance of tasks as perceived by

the customer.
 The removal of constraints would be perceived as a positive

effect.
Four P’s of Service Strategy

.
 SERVICE LEVEL PACKAGE
A Service Package provides a detailed description of package of bundled
services available to be delivered to customers. The contents of a Service
Package includes:
 The core services provided
 Any supporting services provided
 The Service Level Package.
Service Level Packages are effective in developing service packages with
levels of utility and warranty appropriate to the customer’s needs and in a
cost-effective way.
 Availability and Capacity Levels
 Continuity Measures
 Security Levels
 Support arrangements (e.g. hours of support).
.

PROCESSES
Service Portfolio Management
GOAL
Look at the market space and the customer to analyze which area will
provide the most value for business.

OBJECTIVES
 Consider your own capabilities and resources, as well as those of suppliers
to help determine whether to Run the Business or Grow the business.
 Evaluate the Market Space and utilize the opportunity
 Decide on the Pricing or Charge back models
 Schematic Representation on Service Portfolio
Management

.
Demand Management
GOAL
Assist the IT service provider in understanding and
influencing customer demand for services, and the provision of
capacity to meet these demands.

OBJECTIVES
 Identification and analysis of Patterns of Business Activity (PBA)
and user profiles that generate demand.
 Utilizing techniques to influence and manage demand in such a way
that excess capacity is reduced but the business and customer
requirements are still satisfied.
 Financial Management

GOAL
Financial Management gives insight into the costs of the IT organization
and options to charge the costs - making it possible to run IT as a business

OBJECTIVES
 ITIL-aligned IT Financial Management policies, processes and procedures
 Effective IT budget and planning practices
 Accurate and efficient IT charging and cost recovery for IT services
 Accurate accounting of IT expenditures and revenues
 Reporting on the state and health of IT costs and revenues on a regular
basis
 Periodic audits of IT financial information to ensure accuracy
 Requirement of Financial
Management
 Financial Management is carried out in all phases of the service lifecycle
 Enables expenditure forecasts (made within Service Strategy and Service
Design) to be compared with actual expenditure incurred (within Service
transition and Service Operation)
 IT service providers must have the ability to fund (budget) and account for
all forms of expenditure throughout the service lifecycle
 Financial management may also include deciding the most appropriate
charge-back method
.

SERVICE DESIGN
Processes in Service Design

 Service catalogue Management

 Service Level management
 Supplier Management
 Availability Management
 Capacity Management
 IT Service Continuity Management
 Information Security Management
Objectives of Service Design
 Responsible for the design of new or changed service going
into live environment.
 Ensure that the Design are consistent, compatible and capable.
 Metrics definition, selection and evaluation of measurement
capabilities
 Evaluation and Establishment of policies\procedures for new
or changed services.
 The output from Service Design helps to meet changing
requirements of business.
Why Service Design?
 If all aspects of service, process and technology are
designed properly then the service providers will
have a profit.
 Improved quality of service.
 Improved consistency of service.
 Easier implementation of new or changed service.
 Improved IT Governance.
4 P’s of Service Design
 Service Design Package
Service Design package (SDP) should be produced during
the Service design phase for:

• New service
• Major change to an existing service
• Removal of a service
.

PROCESS
Service Catalogue Management
GOAL
The goal of Service Catalog Management is to define and manage the
active or ‘Live’ services offered to the end users of an organization.

OBJECTIVES
 To provide a single source of consistent information on all of the agreed
services
 To ensure that the Service Catalogue is available to those approved to access it
 The Service Catalogue should contain accurate information about all
operational services, and services that are being transitioned into operations.
Basic Understanding on Service
Catalogue

• Service Catalogue is a component of the Service Portfolio

• Service catalogue defines the dependencies and interfaces

between the services and supporting components

• Two important aspect are:

Business Service Catalogue – Customer View
Technical Service catalogue – Underpins Business Service
Catalogue
 .

.
Service Level Management
GOAL
To ensure that an agreed level of IT service is provided for all current IT
services and that future services are delivered to agreed and achievable
targets.

OBJECTIVES
• Define, document, agree, monitor, measure, report, and review the level of
services provided
• Provide and improve the relationship and communication with the business
and customers
• Ensure that specific, measurable and realistic targets are developed and that
the customers have a clear and unambiguous expectation of the level of
service delivered
• Ensure that proactive measure to improve services are implemented where
cost is justified
• Monitor and improve customer satisfaction with the quality of service
delivered
Basic Concepts for Service Level
Management
• Service Level agreement (SLA)
An agreement between an IT service Provider and a customer
It defines the key service targets and responsibilities

• Operational Level Agreement (OLA)

An agreement between an IT service Provider and an internal
support group. It supports the IT service Provider’s delivery of IT
Services to customer.

• Underpinning Contract (UC)

An agreement between an IT service Provider and a third party
supplier. It defines targets and responsibilities that are required
to meet SLA target.
.

.
 Supplier Management
GOAL
The goal of Supplier Management is to ensure the reliability and cost-
effectiveness of outside suppliers. The supplier management team negotiates
contracts with external suppliers, and regularly reviews these contracts to
ensure that they are being met.

OBJECTIVES
• Negotiate and agree contracts with suppliers and manage them through their
lifecycle
• In conjunction with Service Level Management, ensure that agreements
with suppliers are aligned to business needs and support agreed SLA targets
• Ensure value for money is obtained from suppliers and contracts
• Maintain a supplier policy and supporting Supplier and Contract Database
(SCDB)
 Availability Management
GOAL
Ensure that all the IT services are available and are functioning correctly
whenever customers and users want to make use of them in the framework
of the SLAs in force.

OBJECTIVES
 To produce and maintain the Availability Plan and assess the impact of the
changes on the plan
 To provide advice and guidance on all availability achievements meet or
exceed all of their agreed target
 To seek pro-active ways of improving availability
5 Key Factors
 Fault Tolerance
 Availability
 Reliability
 Maintainability
 Serviceability
 Capacity Management
GOAL
Make the available IT resources that customers, users and the IT
department need to carry out their work efficiently, and to do so in a cost
effective way.

OBJECTIVES
 Stay up-to-date with the current state of the technology and expected future
developments.
 Know about the company's business plans and service level agreements in
order to forecast the necessary capacity.
 To proactively manage capacity.
Capacity Management
Sub-processes
 IT Service Continuity Management
GOAL
Goal of IT Service Continuity Management (ITSCM) may be summarized as:
 Guaranteeing the rapid recovery of (critical) IT services after a disaster.

 Establishing policies and procedures that avoid, as far as possible, the harmful
consequences of a disaster or instance of force majeure(superior force).

OBJECTIVES
• To maintain IT continuity and recovery plans that support Business Continuity
Plans
• To conduct regular Business Impact analysis (BIA) exercises
• To conduct regular Risk Analysis and management exercise
• To implement the appropriate recovery mechanisms
• Assess the impact of all changes on the IT Service continuity Plans and IT recovery
plans
• In conjunction with Supplier management, negotiate and agree contracts with
suppliers for the provision of recovery capabilities
Business Impact Analysis (BIA)
Business Impact Analysis (BIA) answers the
following question:
 Evaluating the impact over time of a disruption to an
organization's ability to operate.
 Risk Assessment to estimate the likelihood and impact on
specific functions from known threats.
 How long before the business was unable to operate?
 When and how should service be recovered (based on cost /
benefit analysis) ?
Risk Assessment
• Risk is defined as uncertainty of outcome
• It can be positive opportunity or negative threat to service
assets
• Two measurable components:
Impact (Threats)
Probability (Vulnerability)
• Two distinct phases:
Risk Analysis
Risk Management
• All organizations need to understand and asses the balance
between cost of managing risks and the benefits of taking
the risks
 Information Security Management
GOAL
The main Goals of Security Management may be summarized as:
 Designing a security policy (in collaboration with customer and suppliers)
that is aligned with the needs of the business.
 Ensuring compliance with the agreed security standards.

 Minimizing the security risks threatening continuity of service.

OBJECTIVES
• To be responsible for production, maintenance, and enforcement of
Information security Policy (ISP)
• To protect the interests on those relying on information from failures
relating to lack of availability, integrity, and confidentiality
• To ensure that information exchanges between various parties can be trusted
• To ensure that the ISP is in line with the strategic goals of the
organization(Corporate Governance Framework) in relation to protection
and effective use of information resources
.

Service Transition
Processes in Service Transition

 Change Management
 Service Asset and Configuration Management
 Release and Deployment Management
 Knowledge Management
Objectives of this Phase
• To plan and manage the resources to successfully establish
a new or changed service into production within the
predicted cost, quality, and time estimates
• To ensure there is minimal unpredicted impact on the
production services, operations and support organization
• To increase satisfaction with the service transition practices
• To increase proper use of the services and underlying
application and technology solutions
• To provide clear and comprehensive plans that enable the
customer and business change projects to align their
activities with the service transition plans
 Why Service Transition?
Effective Service transition can help in:
• Faster response to new requirements and market

changes.
• Increased business success from change and release.

• Align the new or changed service with the

customers’ business requirements and business

operations
• Ensure that customers and users can use the new or

changed services in a way that maximize value to

the business operations
.

PROCESS
 Service Asset and Configuration
Management
GOAL
Managing, storing and providing information about Configuration
items(CIs) throughout the lifecycle.

OBJECTIVES
 Identification of Configuration Items and the naming convention to be
used.
 Determine the information to be recorded(Which CIs, attributes,
relationships etc)
 Reporting on all current and historical data about the CI
 Basic Terminologies
 Configuration Item (CI): Both the components of IT services and the
services these provide are configuration items. For example:
- Hardware devices such as PCs, printers, routers, monitors, etc. and
their components: NICs, keyboards, CD drives, etc.
- Software: operating systems, applications, network protocols, etc.
- Documentation: manuals, service level agreements, etc.

 Attributes : Specific information about a CI

 Configuration Management System (CMS): This database must

include:
- Detailed information about each configuration item.
- Interrelations between the different configuration items, such as
 .

 Configuration Management Database (CMDB) : A collection of CMS

CHANGE MANAGEMENT
GOAL
The main goal of Change Management is for all the changes that need to be made to IT
infrastructure and services to be performed and implemented correctly by ensuring
standard procedures are followed.
It Talks about a controlled mechanism for IT changes

OBJECTIVES
Change Management must work to ensure that changes:
 Are justified.
 Are carried out without jeopardizing IT service quality.
 Are properly recorded, classified and documented.
 Have been carefully tested in a test environment.
 Are recorded in the CMDB.
 Can be undone by running back-out plans if the system functions incorrectly after
implementation.
Change Advisory Board (CAB)
A body that exists to:
 Prompt and efficient handling of all changes.
 Helps in formal review and authorization of changes.
 Assist change management to assess, evaluate and prioritize changes

Emergency changes are disruptive and error-prone, so it should be kept to the

absolute minimum. For emergency change usually Emergency CAB (ECAB)
may be called to assist the Change Manager to evaluate and approve
emergency changes
 Release and Deployment Management
GOAL
To deploy releases into production and establish effective use of the
service in order to deliver value to the customer and be able to handover to
service operations.

OBJECTIVES
To ensure that Release and Deployment plans are in place, that align with
customer and business change projects
 Release packages can be built, installed, tested, and deployed successfully
and on schedule
 New or changed services are capable of meeting agreed service levels
 There is minimal unpredicted impact on production services, operations
and support
 Knowledge Management
GOAL
To enable organizations to improve the quality of management decision
making by ensuring that reliable and secure information and data is
available throughout the lifecycle.

OBJECTIVES
 Enabling the service provider to be more efficient, improve quality and
satisfaction and reduce cost
 Ensure staff have a clear and common understanding of value that their
services provide to the customers
 Staff have adequate information on:
Who is currently using services?
Current level of consumption of the service
Difficulties faced by customer
Service Knowledge Management
System
 .

SERVICE OPERATIONS
PROCESSES AND FUNCTIONS
Objectives of this Phase

 To enable effectiveness and efficiency in delivery

and support of IT services
.

PROCESS
Event Management

GOAL
Enable stability by monitoring all events that occur throughout the IT
infrastructure to allow for normal service operations and detect and
escalate exceptions.

OBJECTIVES
• To provide the ability to detect events, make sense of them and refer it to
the correct resolver team.
• To act as the basis and entry point for the automation and execution of
routine operational activities
• To provide the ability to compare actual performance against design
standards and SLAs
INCIDENT MANAGEMENT
GOAL
 Restore normal service operations ASAP.
 Minimize the adverse impact on business operations.
Categorization of Incident
Priority = Impact + Urgency
Types of Escalations
.
Major Incident
The highest category or impact for an incident. A major incident results in
significant disruption to Business.

 An incident requiring shorter resolution timescales and greater urgency

 May require a major incident team under the leadership of the Incident
Manager
 Problem Management

GOAL
Primary Objectives included:
 Identify the Root cause of one or more incidence.
 Minimize the adverse impact of incident and problem on the business that
are caused by errors within the IT infrastructure.
 Eliminating recurring incidents

A problem is the cause of one or more incidents (Here the cause may not be
known when the problem record is created)
 Incident workarounds are documented in Incident Records
 Problem workarounds are documented in Known Error Records
Basic Concepts
.
Types of Problem Management
.
Proactive Activities
.
 Request Fulfillment

It is the process of dealing with Service Requests

OBJECTIVES
 To provide a channel for users to request and receive standard pre-defined
and approved services
 To provide information to users relating to the availability of standard
services
 To source components required to deliver standard services
 To assist with general information, queries and complaints
Access Management

It is a process which can be initiated by a Service Request.

Goal and Objectives:

 AM is the process of granting authorized users the right
to use a service while preventing access to un-authorized
users

 To execute the policies and actions defined in

Information Security and Availability Management
(Service Design)
.

FUNCTIONS
SERVICE DESK
Role of The Service Desk

 A single point of contact between users and the IT organization.

 Responsible for the efficient handling of all incidents, Service Requests,

Change Request etc

 Capture and reports on meaningful management information

Basic Concepts
.
Types of Service Desk
 Local Service Desk

 Central Service Desk

 Virtual Service Desk

 Follow the Sun

Local Service Desk
.
 Centralized Service Desk
.
Virtual Service Desk
.
Technical Management
It refers to the groups, department, and teams that provide technical
expertise and management of IT infrastructure

Role of Technical Management:

 To be custodian of technical expertise and provide the actual resources
necessary to design, build, transition and operate technology throughout
the IT Service Management Lifecycle
 To provide guidance to IT Operations on operational activities related to
technology
Technical Management Function
.
Application Management
This refers to the groups, departments, and teams that are involved in
managing and supporting operational applications.

Roles of Application Management:


To be custodian of expertise and provide the actual resources necessary to
manage applications throughout the IT Service Management Lifecycle

 To provide guidance to IT Operations on operational activities related to

applications
 IT Operations Management

Operations Control:
 Oversees the execution and monitoring of operational activities and event
 May use Operations Bridge or Network Operations Centre

Facilities Management:
 The management of the physical environment including data centre's,
recovery sites and the associated power and cooling equipment
 If this aspect is outsourced, Facilities Management refers to the
management of contract
.

Continual Service Improvement

(CSI)
Objectives of this Phase
Objectives:

• Review, analyze and make recommendation on

improvement opportunities in each lifecycle phase
• Review and analyze Service Level achievements
• Identify and implement individual activities to improve IT
Service quality and improve the efficiency and
effectiveness of enabling ITSM processes
• Improve cost effectiveness of delivering IT Service without
sacrificing customer satisfaction
• Ensure applicable quality management methods that are
used to support continual improvement activities
 The Continual Service Improvement
Model
.
The Deming Cycle
.
.

QUESTIONS ??