ITIL® Version 3 Foundation

1. ITIL® Version 3 Foundation New Horizons CLC of South Florida Glen Victor ITIL, MCITP (SA), MCTS, MCDBA, MCSE, MCSA, CCISP

2. Module 1:Review of ITSM & ITIL • Course Agenda • Course Design • Introductions • Review of ITIL • ITIL Review • ITIL V2 Books Review • Why ITIL for Service Management • Complementary Guidance • Qualification Scheme • Exin Accredited • More Complementary Material

3. Course Agenda • Introductions • Review of IT Service Management (ITSM) and IT Infrastructure Library (ITIL) • ITIL v3, a look at the Lifecycle • Service Lifecycle Approach • Service Strategy • Service Design • Service Transition • Service Operations • Continual Service Improvement

4. Introductions • Where do you work? • What is your Title and Key Responsibilities? • What is your IT experience? • What is your Service Management experience? • What expectations do you have for this class?

5. Course Design • Coverage of Service Lifecycle strategy within ITIL v3 • Lecture • Simulation Case Study • Practice Exams • Foundations Certification Exam (Optional)

6. Review of ITIL • Conceived in Mid 1980’s • Centralized  distributed computing • Geographically distributed resources • Led to inconsistent process delivery & support • OGC: UK Office of Government Commerce • CCTA (Central Computer and Telecommunications Agency) • Evolution • V1: 30 Titles • V2: 7  9 Titles • SM broke into Service Support & Service Delivery • V3: 5 titles • Standard for Service Management • Best Practice across many industries • itSMF (IT Service Management Forum)

7. ITIL v2 Books Review

8. Why ITIL for Service Management? • Best Practices • Non-Proprietary/Non-Prescriptive • Guidance, not regulations • Innovative Examples: Just In Time Delivery Automatic Updates Blogging/SEO/SEM Software Web Design UN Best Practices Can you name any? Good Practices Lead to Best Practices Best Practices Lead to Good Practices

9. Complementary Guidance • COBIT • ISO/IEC 20000 • ISO/IEC 15504 • ISO/IEC 19770:2006 • Management of Risk • MOF • Project Management • CMMI • 6 Sigma • Other ITSM Publications • ITIL Live Commonly known frameworks and standards that have synergy with ITIL:

10. This Course is EXIN accredited: • Independent exams in IT, based on standards and best practices • Worldwide recognition, in over 125 countries • 40 years of experience, involving experts • High quality, web-based technology • Partner with The APM Group Limited (APMG) who won the rights to administer the ITIL accreditation, certification and examination needs for the OGC • International certification for IT Standards • ITIL® • ISO/IEC 20000:SQM • MOF • ASL • BiSL • Tmap®

11. More Complementary Material • Pocket Guides • itSMF (updated May 2009) • Foundation Handbook • Standards Alignment with ISO • Knowledge and Skills • information on the experience and knowledge needed to exploit (and gained through) ITIL • Case Studies • Scalability • How to scale service management implementation for specific organizations, such as very small or very large businesses update service: a web-based service providing regular updates • Quick Wins • Details of potential quick wins and benefits that can be obtained from the adoption of ITIL practices • Qualifications • A set of qualifications based around the core publications and their use within the industry • Templates • Study Aids • Additional guides that can be used by students studying ITIL, particularly on accredited training courses • Specialty Topics • Specific areas of interest, such as outsourcing

12. Benefits of ITIL • Alignment with business needs. ITIL becomes an asset to the business when IT can proactively recommend solutions as a response to one or more business needs. The IT Strategy Group recommended in Service Strategy and the implementation of Service Portfolio Management gives IT the opportunity to understand the business’ current and future needs and develop service offerings that can address them. • Negotiated achievable service levels. Business and IT become true partners when they can agree upon realistic service levels that deliver the necessary value at an acceptable cost. • Predictable, consistent processes. Customer expectations can beset and are easier to meet with through the use of predictable processes that are consistently used. As well, good practice processes are foundational and can assist in laying the groundwork to meet regulatory compliance requirements. • Efficiency in service delivery. Well-defined processes with clearly documented accountability for each activity as recommended through the use of a RACI matrix can significantly increase the efficiency of processes. In conjunction with the evaluation of efficiency metrics that indicate the time required to perform each activity, service delivery tasks can be optimized. • Measurable, improvable services and processes. The adage that you can’t manage what you cannot measure rings true here. Consistent, repeatable processes can be measured and therefore can be better tuned for accurate delivery and overall effectiveness. For example, presume that a critical success factor for incident management is to reduce the time to restore service. When predictable, consistent processes are used key performance indicators such as Mean Time To Restore Service can be captured to determine whether this KPI is trending in a positive or negative direction so that the appropriate adjustments can be made. Additionally, under ITIL guidelines, services are designed to be measurable. With the proper metrics and monitoring in place, IT organizations can monitor SLAs and make improvements as necessary. • A common language – terms are defined.

13. Module 2: Lifecycle • Overview of ITIL Key Concepts • Five Core Books • Lifecycle: Terms of Interest • Capabilities and Resources • Value Creation • Lifecycle: Five Phases • Benefits of ITIL to the IT Provider • Benefits of ITIL to the Customer • RACI and Organizational Structure • Governance • Continual Service Improvement • Process Model • The 4 P’s of Design • Review Questions

14. Overview of ITIL Key Concepts • ITIL (IT Infrastructure Library) provides a framework of Best Practice guidance for IT Service Management and since its creation, ITIL has grown to become the most widely accepted approach to IT Service Management in the world. • A Framework for IT governance

15. 5 Core BooksService Management Lifecycle Phases • Service Strategy • Understanding who the IT customers are • The service offerings that are required to meet the customers’ needs • The IT capabilities and resource that are required to develop these offerings • The requirements for executing successfully • Cost of delivery is consistent with the value delivered. • Service Design • Assures new and change services are designed effectively • Technology and architecture • Processes required to manage services • Service management systems and tools • Monitor and support • Measuring service levels • Service Transition • The design is built, tested and moved into production • Manage changes • Control assets and configuration items • Service validation and testing • Transition planning (Release  Production) • Users • Support personnel • Production environment • Service Operation • Delivers the service • Overall day-to-day health • Manage disruptions • Rapid restoration • Determine the root cause • Detect trends • Handle daily routine end user requests • Manage service access • Continual Service Improvement • Measure and improve efficiency & effectiveness • Service levels • Technology • Processes

16. LifecycleTerms of Interest • Service Management • Service • Service Owner • Process • Process Owner • Function • Capability • Resource • Service Asset

17. Continual Service Improvement

18. Business Service Examples • Telecommunications • Telephone • Pager • Voice mail • Intranet paging • Resource Scheduling • Conference rooms • Equipment • Training rooms • Finance/Accounting • General ledger • Accounting functions • Decision support • Reporting • Budgeting • Revenue • Travel • Meeting Requests • Expense Reports • Procurement/Supply Chain Management • Requisitioning • Purchase orders • Warehouse • Inventory control • Reporting • Dispensing? • Human Resources • Payroll • Job Postings • Benefits • Professional Development/Education • Time & Attendance • Staff Scheduling • Performance Management • System Access (Security) • Grant, Request, biometric • IT Training • Desktop • System • Service Desk • Shrink wrapped • Incidents & Service Requests • Remote Access • VPN • Remote Desktop • Tokens • End User Tech • Install Hw/Sw • Move Hw • Change Sw • Network Access (Physical) • Mobile devices • Disposal • Lifecycle

19. Technology Service Examples • Network • Data transport – Network equipment: switches/routers • Data transport – Network equipment • Data transport – Network equipment • Network monitoring • Network management • Secure access to external and internal resources • Secure access to and from Internet • Data transport - wired network installation • Data transport - wired network maintenance • Data transport - wired network decommissioning • Data transport - wireless network installation • Data transport - wireless network maintenance • Data transport - wireless network decommissioning • Cable Head In - Maintenance and Repair • Cable Head In – Administration • Cable Relocates (Physical) • Cable TV Fiber Setup/Teardown • Database • Database installation • Database tuning • Database backup/restore • Database account management • Database schema changes • Database consulting • Database management • Database monitoring • Research • Server • Account management • Server management • Server monitoring • SAN Enterprise Storage Area management • SAN Enterprise Storage Area configuration • Internet Security and Connection service • Active Directory management • Server provisioning • Infrastructure application maintenance • Applications Development • Application Development (Design, Development, Documentation) • Incident management • Consulting (Internal Software Evaluations) • Implementation coordination • Money Transfers • Report Development (Crystal Reports, batch, etc.) • Web Development and Administration • GIS Development and Administration • Web Content Management • Research • Application Monitoring • Application Management (maintenance, patch management) • Training (early life support) • Access Database Development • Testing • Requirements Gathering • Forms Development

20. Continual Service Improvement

21. Capabilities & Resources

22. Value Creation

23. Lifecycle:5 Phases • Strategy • Working with the business to plan appropriately for both Long and Short term service needs • Design • Planning and architecting services that fall within the business’s strategy • Transition • Moving planned business initiatives to live status • Retiring old services no longer of value to the business • Improving services to keep the business at or above required competitive levels • Operation • Manage the services currently utilized by the business • Continual Service Improvement • Implemented as part of every process

24. Benefits of ITIL to the IT Provider • Service Management Best Practices • Lifecycle Approach • Better management of services • Better Integration among • Business services • IT Services • IT Functions • Focus on Value of Service

25. Benefits of ITIL Whitepaper “ • From a business perspective, the adoption of ITIL practices by IT service providers – whether in-house providers or external suppliers – ensures many benefits, including: • IT services which align better with business priorities and objectives, meaning that the business achieves more in terms of its strategic objectives • Known and manageable IT costs, ensuring the business better plans its finances • Increased business productivity, efficiency and effectiveness, because IT services are more reliable and work better for the business users • Financial savings from improved resource management and reduced rework • More effective change management, enabling the business to keep pace with change and drive business change to its advantage • Improved user and customer satisfaction with IT • Improved end-customer perception and brand image. • Real organizations have benefited from ITIL practices in a number of ways – for example: • A nationwide retail organization made savings in excess of £600,000 per annum by adopting service strategy practices for its financial management. • An organization identified that most of the cost of delivering IT support came from resolving customer issues. By adopting ITIL approaches to knowledge-based information and self-help, it was able to reduce costs of support by over 75% while at the same time increasing user satisfaction with the service, and improving user productivity. • A medium-sized IT service organization invested e2.6m in a two-year program to improve its IT service management. It recouped the investment within the first year, and achieved annual savings of e3.5m mainly through rationalizing unused and under-used resources (people, software licenses, IT hardware etc). It also reduced IT incident resolution times and improved customer satisfaction by over 11%. • A large multinational company made annual savings of £5m by introducing ITIL service design practices to its IT supplier management From whitepaper: “Executive Briefing: The Benefits of ITIL” by Maggie Kneller, Independent Consultant

26. Benefits of ITIL to the Customer • Focus on Business Needs • Services Aligned to Business Activity • Services Designed to Meet Business Requirements

27. RACI and Organizational Structure • RACI Model • Responsible • What needs to be done and by whom • Accountable • Who are the owners of the results • Consult • Who has ability to assist, guide? • Inform • Who needs/desires to know

28. Typical Steps in RACI Process • Identify all Processes • Identify all Roles • Fill in chart, identifying RACI for each Process

29. RACI Example

30. Governance Enterprise Governance Corporate Governance Ie. Conformance Business Governance Ie Performance Accountability Assurance Value Creation Resource Utilization

31. IT Governance IT Governance is the responsibility of the Board of Directors and Executive Management

32. IT Governance

33. IT Governance

34. Process Model • Measureable • Deliver specific Results • Customers/Stakeholdersexpectations must be met • Respond to event or trigger

35. Process Model

36. The 4 P’s of DesignPeople, Process, Products, Partners People Processes Products/ Tech Partners/ Suppliers

37. Process by Lifecycle

38. Process by Lifecycle (SS)

39. Process by Lifecycle (SD)

40. Process by Lifecycle (ST)

41. Process by Lifecycle (SO)

42. Process by Lifecycle (CSI)

43. Service Lifecycle Stages

44. Sample Questions

45. Module 3: Service Strategy • Service Strategy • Service Strategy Key Concepts • Strategy Key Activities • Strategy Terms of Interest • Utility and Warranty = Value • Service Provider Types • Service Strategy Processes • Financial Management • Service Value • Service Justification: Business Case • Service Portfolio Management • Demand Management • Demand and Capacity • Review Questions

46. Service Strategy • ITSM Starting Point • Explore Business Needs, Plans • Align IT Strategies toBusiness Strategies • Focus on Servicesas “Value” to business • Source Appropriately How do you become “not optional”? – William D Green, CEO Accenture

47. Service Strategy Key Concepts • Business Service Management • Who, What, When Where & How • Who are the Stakeholders/Customers • What are the Services, Infrastructure, ROI/VOI • When will they be delivered • Where will they be delivered (Marketspace) • How to implement, operate, feedback to improve

48. Strategy Key Activities • Define the Market • Competition and Marketspace • Develop the Offerings • Service Value (Assets, Networks, Creation & Capture) • Develop Strategic Assets • Technical, Business, Informal/Formal • ITIL • Prepare for Execution • Securing Financial Management • Integrate into Service Portfolio Management

49. Strategy Terms of Interest • Warranty • Usability of a service • Is it user-friendly? • “Fit for Use” • Utility • Functionality of a service • It does what it was designed to do • “Fit for Purpose” • Open-loop Systems • Perform activity regardless of environment conditions, ie Backup scheduled • Closed-loop Systems • Monitor environment and respond to changes, ie load balancing • Trigger • Event that launches a process, ie a call to the Service Desk begins Incident Management Activities • Used for Closed-Loop Systems

50. Open-Looped vs. Closed-Looped Difference: Capacity Management via over/under provisioning vs. Load Balancer detecting congestion/failure and redirecting traffic