Introduction to ITIL v3 Foundation exam

1. Introduction to ITIL v3 Foundation exam Prepared by Kadimil

2. ITIL v3 Certification SchemeOverviewTerminologyITIL Lifecycle phasesService Strategy Service Design Service Transition Service Operation Continual Service Improvements

3. ITIL v3 Certification Scheme This presentation is on ITIL v3 Foundation Certificate

4. Overview • Your purpose – Certification vs. Learning • Certification track • 2 hours introduction • 6 hours self-study and mock tests • http://taruu.com/Documents/ITIL%20v3%20Foundation%20Study%20Guide%20v4.2.2.5.pdf • The Art of Service – ITIL v3 Foundation Complete Certification Kit (book and online course) • Mock tests • http://www.itskeptic.org/itil-version-3-certification-eight-sources-free-it • http://www.accelerated-ideas.com/exams/practice-exam.aspx?group=ITIL&fq=1&qmax=15

5. Overview • Learning track • 2 hours introduction • 15 hours self-study and mock tests • SkillPort - Course Curricula/English - US/IT Professional Certifications/IT Infrastructure Library (ITIL)/ITIL V3/IT Infrastructure Library (ITIL) v3 Foundation Syllabus v4.2 exam • Exam registration • http://pearsonvue.com/exin/ or http://www.register.prometric.com/Centers.asp • Fees - $174; 1 hour exam; 40 questions; 26 out of 40 to pass (65%)

6. Overview • Office of Govt Commerce in the UK owns trademark of ITIL as the ITIL framework evolved from their efforts to document how successful organizations approached service management. • ITIL describes good practices and best practices, including those documented by Public frameworks, Standards, wide-industry best practices etc

7. Terminology • ITSM – A set of specialized organizational capabilities for providing value to customers in the form of services • Service – A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. E.g. Pizza delivery service, Payroll service • Service owner – The person who is accountable for the delivery of a specific service.

8. Terminology • Process – A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders. E.g. Availability management process • 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. • Functions – A team or group of people and the tools they use to carry out one or more processes or activities. E.g. Service Desk, IT Operations management

9. Terminology • RACI chart – Connecting processes and functions by the way of defining clear roles and responsibilities

10. ITIL Lifecycle Phases

11. Service Strategy • Define strategic objectives of the IT organization • Stop and think WHY something has to be done, before thinking HOW • Service Package • Core Service Package • Supporting Services Package • Service Level Package

12. Service Strategy • Creating Value

13. Service Strategy - Processes • Service Portfolio Management • It contains 3 service groups – Service Pipeline, Service Catalogue, Retired Services • Balancing Service Portfolio – Run the Business, Grow the Business, Transform the Business

14. Service Strategy - Processes • Financial Management • It manages conflicting perspectives of IT and Business in terms of IT capabilities and Business opportunities • Three fundamental activities – Funding/Budget, Accounting, Charging/Chargeback

15. Service Strategy - Processes • Demand Management • Objective: Identification and analysis of Patterns of Business Activity and user profiles; And maintaining business and customer satisfaction while reducing excess capacity • Two ways to influence or manage Demand • Physical/Technical constraints – e.g. restrict number of connections, users etc • Financial chargeback – e.g. extra charges for over capacity quotas

16. Service Design • Concerned primarily with the design of IT services • Designs to convert strategic objectives into Services

17. Service Design - Processes • Service Level Management (Design phase) • Primary goal 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 Agreement vs Operational Level Agreement • Three types of SLAs – Customer based SLA, Service based SLA, Multi-level SLA(Corporate level, Customer level, Service level)

18. Service Design - Processes • Supplier Management • Primary goal is to manage suppliers and services they supply, to provide seamless quality of IT service to the business and ensure that value for money is obtained. • Types of Supplier Agreements – Co-sourcing, Multi-sourcing, Business Process Outsourcing, Knowledge Process Outsourcing etc • Supplier and contract information is stored in Supplier and Contract Database (SCD).

19. Service Design - Processes • Service Catalogue Management • Primary goal is to ensure that a Service Catalogue is produced, maintained and always contains accurate information. • Two Types • Business Service Catalogue - e.g. various Business Processes • Technical Service Catalogue – e.g. Hardware, Software, DB, etc • They two interact to provide services to customers

20. Service Design - Processes • Capacity Management • Primary goal is to ensure that the current and future capacity and performance demands of customers regarding IT service provision are delivered. • Main activities • Performance monitoring • Application sizing • Tuning • Capacity planning • Reporting, etc

21. Service Design - Processes • Availability Management • Primary goal is 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. • Incident life cycle

22. Service Design - Processes • IT Service Continuity Management • Primary goal is to support the overall Business Continuity Management by ensuring that the required IT infrastructure and the IT service provision can be recovered within required and agreed time scales.

23. Service Design - Processes • Information Security Management • Primary goal is to align IT security with Business security and ensure that information security is effectively managed in all services and IT Service Management activities. • Three major aspects • Confidentiality • Integrity • Availability

24. Service Transition • It focuses on the vulnerable transition from Design phase to Operation phase of a new/enhanced service. • It is critical as technical/functional errors NOT found during this phase will result in significantly higher impact levels to the business and/or IT infrastructure and will usually cost much more to fix once the Service is in operation.

25. Service Transition - Processes • Knowledge Management • The primary purpose is to improve efficiency by reducing the need to rediscover knowledge. This requires accessible, quality and relevant data and information available to staff. • Moving from data to wisdom • Data • Information (Who, what, when, where?) • Knowledge (How?) • Wisdom (Why?)

26. Service Transition - Processes • Service Asset and Configuration Management • The goal is to support the agreed IT service provision by managing, storing and providing information about Configuration Items and Service Assets throughout their life cycle. • This assists in providing logical model of the infrastructure, including the relevant relationships and dependencies that exist.

27. Service Transition - Processes • Change Management • The goal is to ensure that standardized methods and procedures are used for controlled, efficient and prompt handling of all changes. • Various types of changes • Normal change – A change that follows all steps of change process • Standard change – A pre-approved change that is low risk and relatively common, e.g. password reset request. Usually logged as Service Request. • Emergency change – A change that must be introduced as soon as possible.

28. Service Transition - Processes • Change Advisory Board(CAB) – A group that provides expert advice to the Change Manager.

29. Service Transition - Processes • Release and Deployment Management • Goal is to deploy new releases into production, provide transition support to service operation, and enable its effective use in order to deliver value to the customer. • Various options for deployment of releases • Big bang • Phased approach • Push approach • Pull approach • Automated • Manual

30. Service Transition - Processes • Service Validation and Testing • Main goal is to assure fitness for purpose and fitness for use

31. Service Operation • Primary objective is to enable effectiveness and efficiency in delivery and support of IT services. • Strategic objectives are ultimately realized through Service Operations, therefore making it critical phase. • Terminology: Incident vs Problem vs Error • Incident is any occurrence which may cause interruption or degradation to an IT service • Problem is the unknown underlying cause of one or more incidents • Error is the known underlying cause of one or more incidents

32. Service Operation - Functions • Service Desk Function • Service desk types • Call centre – Handling/logging large volumes of calls. Low first-time resolution rate for calls and requests. • Help desk – Manage and coordinate incidents • Service desk – Wide variety of services offered. High first-time resolution rate for calls and requests. • Service desk structures: Local, Central, Follow-the-sun

33. Service Operation - Functions • Technical Management • Goal is to plan, implement and maintain a stable technical infrastructure to support the organization’s business processes • Examples of functions – Mainframe, Server, Network, Storage, Database, etc

34. Service Operation - Functions • IT Operations Management • Goal is to perform daily operational activities needed to manage the IT infrastructure • Two types • IT Operations control • Console management • Job scheduling • Backup and restore • Facilities management • Data centers • Recovery sites

35. Service Operation - Functions • Application Management • Goal is to help design, implement and maintain stable applications to support the organization’s business processes, e.g. HR apps, Business apps, etc

36. Service Operation - Processes • Event Management • Goal is to provide the capability to detect events, make sense of them and determine the appropriate control action. • Different types events: Events that signify • Regular operation • Warning • Exception

37. Service Operation - Processes • Incident Management • Goal is to restore normal service operation as quickly as possible and minimize adverse impact on business operations. • Setting priority of an incident • Impact + Urgency = Priority • Escalation • Functional/Horizontal escalation • Hierarchical/Vertical escalation

38. Service Operation - Processes • Problem Management • Main goal is to eliminate recurring incidents, and prevent problems/incidents from happening • Difference from Incident management: • Incident management only addresses the symptoms, while Problem management addresses the root-cause of the symptom so that incident doesn’t recur.

39. Service Operation - Processes • Request Fulfillment • Goal is to fulfill requests from end users using consistent and repeatable methods • It is related to fulfilling standard changes which are pre-approved for implementation, e.g. password reset request

40. Service Operation - Processes • Access Management • Goal is to provide capabilities for the granting of authorized users the right to use a service while preventing access to non-authorized users.

41. Continual Service Improvement • Goal is to ensure continual improvements to IT Service Management Processes and IT Services • The Continual Service Improvement Model

42. Continual Service Improvement - Processes • Service Level Management • It proactively seeks and implements improvements to the level of service delivered to customers and users

43. Continual Service Improvement - Processes • Service Measurement and Reporting • Goal is to coordinate the design of metrics, data collection and reporting activities from other processes and functions • Three types of metrics • Technology metrics • Process metrics • Service metrics

44. Continual Service Improvement - Processes • CSI (7 step) Improvement Process • Goal is to coordinate a structured approach for improvements to IT services and ITSM processes • The Deming Cycle is used as foundation for continual improvement • Plan(design)  Do(pilot)  Check(results)  Act(rollout) • 7 step improvement process • Define what you should measure • Define what you can measure • Gather the data • Process the data (Frequency? Format? etc) • Analyze the data relationships/trends/targets met etc • Present and use the information, assessment, action plans etc • Implement corrective action