ITIL v3 Foundation Certification

1. ITIL v3 Foundation Certification Service Lifecycle

2. What is Service • Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. • Example : • A company provides data storage • Service for customer needs to • Identity the following concepts.

3. What is Service Management • Service management is a set of specialized organizational capabilities for providing value to customers in the form of services. • Service management is different from other service like manufacturing, mining and agriculture in terms of • Intangible : Difficult to measure, control and prove. • Demand : Demand is tightly coupled with customer assets. • Perishable : The service quality and output may change. • Contact : There is high-level of contact between customers. • Service management is also a professional practice supported by extensive body of knowledge, experience and skill. • The origin of Service Management are traditional in service industry like airlines, banks, hotel, etc.

4. Principle of Service Management • Service Management has set of principle to be used for analysis, interface, and action in various situation involving services. • Specialization and Control : The aim of Service Management is to make available capabilities and resources useful to the customer at acceptable level of quality, cost and risk. There should be high-level of relationship between customer and service management. • Agency Principle : Principal employs or hire agents on their behalf to active specific objective, resources, etc.. Written contract is made between both principal and agent. Employment contact, service agreement, etc are part of this. • Encapsulation : Encapsulation hides what is not customers concern and expose as a service what is useful and usable for them. Encapsulation follows 3 separate closed related concepts :

5. Continue.. • They are • Separation of Concern : Complex issues or problem can be resolved or separated into different parts or concern so that management can focus on each concern. This improves focus and allow optimization of systems and process. • Modularity : Modularity is the structural used of management complexity in a system. It contributes to efficiency and economy by reducing duplication, administrative overheads, complexity and cost of change. • Loosecoupling : Separation of concern and modularity facilitate loose coupling between resources and their users. With loose coupling, it is easier to make changes internal to the resources with adversely affecting utilization. It also avoids forcing changes on the customer rise. Loose coupling also allows to use same set of resources to be used for different uses. Loose coupling requires good design knowledge

6. Service Lifecycle

7. Service Lifecycle • The service lifecycle includes 5 core phases. The entire ITIL core library consist of 5 volumes representing each of the phases of service lifecycle. The 4 phases are as under. • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement

8. Briefing of Service Lifecycle • Service Strategy : Service Strategy is about the selection of services a Service Provider will offer to customers. • Service Design : The Service Design lifecycle phase is about the design of services and all supporting elements for introduction into the live environment. • Service Transition : Service Transition is concerned with management of change and, more specifically, with the introduction of new and changed services into the live environment. • Service Operation : The Service Operation phase of the Service Lifecycle is concerned with ensuring that services operate within agreed parameters. • Continual Service Improvement : Continual Service Improvement is about the alignment and re-alignment of services, processes, functions, etc. with changing business needs.

9. Values and Process • Values consist of two primary elements • Utility : It is what the customer gets. • Warranty : It is how to be delivered. • A 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 customer or stakeholder.

10. Values and Process

11. Process • Process are structure set of activities designed to achieve specific objectives. • Characteristic of processes • Processes are measurable : Management can measure the quality, cost and other variables of process. • They have specific result : The reason a process exist is to deliver a specific result. • Processes have customers : Every process delivers its result to customer or stakeholder. • They respond to specific event : A process is dependent on some or other specific events.

12. Process 3 layer model

13. Process 3 layer model • Process Control : The process control includes the process policies, documentation, process ownership, feedback, review program, etc. • Process : (The process itself) It includes steps, procedure, work instructions, roles, triggers, metrics, input and output. • Process Enabler : It includes the resources and capabilities required to run or support the process.

14. Functions • Functions are units of organization specialized to perform certain type of work and are responsible for specific outcome. • They are self-contained with capabilities and resources necessary for the performance and outcomes. • Function typically defines roles and associates authority and responsibilities. • Co-ordination between functions are necessary. • Function tends to optimize the work model and can focus on assigned outcome.

15. Functions and Process

16. ITIL Functions • Service Desk • Technical Management • Application Management • IT Operation Management • Facility Management

17. 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. • Types of roles • 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.

18. Roles hierarchy

19. Service Level Agreement • Service Level Agreement : An agreement between a service provider and a customer's company, guaranteeing a certain level of service. • SLA is sometimes used to refer to the contracted delivery time (of the service) or performance. • SLAs have been used since late 1980s by fixed line telecom operators as part of their contracts with their corporate customers • Internal departments (such as IT, HR, and Real Estate) in larger organization have adopted the idea of using SLA with their internal infrastructure. • Service-level agreements can contain numerous service performance metrics with corresponding service level objectives. A common case in IT Service Management is a call center or service desk

20. SLA Metrics • ABA (Abandonment Rate): Percentage of calls abandoned while waiting to be answered. • ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk. • TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds. • FCR (First Call Resolution): Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case. • TAT (Turn Around Time): Time taken to complete a certain task. • Uptime Agreement : To make a service up within a specfic time duration

21. Operation Level Agreement (OLA) • An Operational Level Agreement (OLA) defines the interdependent relationships among the internal support groups of an organization working to support a service level agreement (SLA). • The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services. • The objective of the OLA is to present a clear, concise and measurable description of the service provider's internal support relationships. • OLA is sometimes expanded to other phrases but they all have the same meaning: • Organizational level agreement • Operating level agreement • Operations level agreement

22. Service Level Target (SLT) There is no industry standard for a "service level" target. However, the target is extremely important to the company due to the cost variance with different service levels. Higher "service levels" result in lower agent productivity (occupancy). Service Level Definition of "service level": X% of incoming calls answered in Y seconds (i.e. 80% answered in 20 seconds). Factors to consider when setting target : Pooling principle : A pool must contains large number of service support engineer to that service level target can be achieved efficiently. Customer : Number of customers, type of customers, etc. Employee : Number of employees, experience level, skills, etc. Revenue : Income to organization, etc. Cost : Cost to company, etc.