ITIL V3 Foundations

ITIL V3 Foundations
Course
Introduction
Perseus Marcelo
Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Course introduction
Personal Introductions
Logistics and Refreshments
Course Objectives
Course Schedule
Before we begin
3 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Personal Introductions
Name
Job Title
Tenure in HP
Exposure to ITIL (practicing, basic, not

familiar)?
Expectations.
Your Name Here
07/20/2015
Logistics and Refreshments
Restrooms
Meals and refreshments
Timing of breaks
Course materials
Use of telephones and laptops
Course Objectives
To provide a thorough understanding
Continual Service
of ITIL best practice, its key concepts Improvement
and associated terminology.
Service
Service
Design
Design
To define what a best practice is, what
a service is and to look at the Service
definitions of each in some detail. Strategy
Service
ITIL
To examine the ITIL library and the Operation
practices in the five core books and to
understand the ITIL lifecycle approach Service
to Service Management. Transition
To provide sufficient information to sit

and pass the Foundation level
certificate in IT Service Management.
Course Schedule
EMEA Day 1 Day 2 Day 3
12:00 01:00 Mock Exam 2

Introduction to ITIL V3 Service Transition
01:00 02:00
02:00 03:00 Activity Mock Exam 3

Service Operation
03:00 04:00 The Service Lifecycle
04:00 05:00
Continual Service
Service Strategy
Improvement
05:00 06:00
06:00 07:00 Lunch Lunch Certification Exam
07:00 08:00 Course Recap

Service Design
08:00 09:00 Mock Exam 1
Before we begin
1. Forget everything you know (for now)
2. Keep an open mind
3. Have fun!
Introduction to ITIL
V3 Foundations
Contents
History of ITIL
IT Service Management
Key Concepts
Learning Check
History of ITIL
What is ITIL?
The Information Technology Infrastructure Library (ITIL)
is a public framework that describes BEST PRACTICE in
IT Service Management, the service wrap, and focuses on
the continual measurement and improvement of the quality of
IT services delivered
Abest practiceis a method or technique that has consistently shown

results superior to those achieved with other means, and that is used as a
benchmark. In addition, a "best" practice can evolve to become better as
improvements are discovered. Best practice is considered to describe the
process of developing and following a standard way of doing things that
multiple organizations can use.
Service Management
ITIL V3
Focus: Business-IT Alignment & Integration
Service Management for Business & Technology
Automated and Integrated Operations
Strategy and Portfolio Governance
Continuous Improvement
Service Management
Strategic Partner
ITIL V2
Focus: Quality and Efficiency of IT Processes
IT is a service provider
IT is separable from business
IT budgets as expenses to control
Service Provider
ITIL V1
Focus: Stability and Control of the Infrastructure
IT are technical experts
IT concerned with minimizing business disruption
IT budgets are driven by external benchmarks
IT Infrastructure Management
Technology Provider
IT Service
Management
Introduction to ITSM
Information is the most
important strategic resource
that any organization has to
manage
IT Services are crucial,

strategic, organizational assets
The challenges of IT Managers

are to coordinate and work in
partnership with the business
to deliver high quality IT
services
What is an IT Service?
Load balancer
Load balancer
(appliance) Application Web client
Windows Application Web client
Windows (appliance) Gateway Web client
client Gateway
Windows
client Firewall Web client
client Firewall
(appliance) Web client
(appliance) Storage Directory Service
Storage (Windows)
Wide area network, LAN, SAN, Message Bus
Database Server DHCP Service

Application Server DHCP Service
Application Server (HP-UX) Web Server (Windows)
(Windows)
Application (Windows)
(Windows) Server Web
(Linux)
Web
Server
Server
(Windows) (Linux)
(Linux) DNS Service
DNS Service
(Windows)
(Windows)
As Seen by IT Process Managers
Load balancer
Load balancer
(appliance) Application Web client
Windows Application Web client
Windows (appliance) Gateway Web client
client Gateway
Windows
client Firewall Web client
client Firewall t
(appliance) Web client
en
(appliance) nt
Storage Directory Service
e m n t eStorage t
g e e m e n (Windows)
a na em ag em
M a g a n g
v el Wideanarea enetwork, M a naLAN, SAN, Message Bus
L e M as M
e i o n l e m
r vic u r at Re
o b le
e n t
il ity
Se
Application figServer a nd Pr
Database
e m
Server
e nt lab DHCP Service
n e n d g i
m WebvaServer DHCP Service
CoApplication
Application
(Windows)
an
g Server a n a
(HP-UX)
ag
e AWeb Server
(Windows)
h
(Windows) e nt
Server
l M a n n d (Linux) (Windows)
C (Windows) id ia a
M ty a t (Linux) Web Server
n c c y i en
I
in an cit n u
i em
(Linux) DNS Service
DNS Service
F p a n t (Windows)
Ca Co nag (Windows)
20
Ma
As seen by Users
eMail
Business
Application
Key Concepts
What are IT Services for?
To create value for the business
To create value for end customers
To reduce costs, or increase
productivity
To facilitate outcomes the
business wants to achieve
To manage costs and risks more
effectively
ITIL Definition of a Service
A service is a means of
delivering value to customers
by facilitating outcomes
customers want to achieve
without the ownership of
specific costs and risks
Value of a Service
Service utility
What does the service do?
Functional requirements
Features, inputs, outputs
Fit for purpose
Service warranty
How well does the service do it?
Non-functional requirements
Availability, Capacity, Continuity, Security
Fit for use
Key Concepts
Service Management
Service Management is a set of specialized organizational
capabilities for providing value to customers in the form of
services
Service Provider IT Service Customer

Management
Assets Service Value

Resources Utility
Capabilities Warranty
Definition
The implementation and management if quality IT services
that meet the needs of the business.
The objective of Service Management is to ensure that the

IT services are aligned to the business needs and actively
support them.
IT services must underpin the business

processes and also act as an agent for
change to facilitate business
transformation
Key Concepts
A RACI model can be used to help define roles and
responsibilities
It identifies the activities that must be performed alongside the

various individuals and roles involved
RACI Definition
Responsible The person or people responsible for getting the job done. There
should be at least 1 person who is responsible to execute each
task.
Accountable Only one person can be accountable for each task
Consulted The people who are consulted and whose opinions are sought
Informed The people who are kept up-to-date on progress
Key Concepts
Service Provider
An organization supplying services to one or more internal
customers or external customers
Service Level Agreement

An agreed level of service between IT and its customer
A document that records the people, processes and technology,
which make up a service
Identifies exactly what will be provided, and how the service
will be measured.
Key Concepts
Function
A team or group of people and the tools they use to carry out one or
more processes or activities
Role
A set of responsibilities, activities and authorities granted to a person
or team
Process
A set of activities designed to accomplish a specific objective
Takes defined inputs and turns them into defined outputs
May include roles, responsibilities, tools and management controls
required to deliver the outputs
Process model
Process Control Process Process
Owner Objectives
Triggers Process Process

Documentation Feedback
Process
Process Process Process
Activities Metrics Roles
Process Inputs Process

Process Process Work Process
Procedures Instructions Improvement Outputs
Including
s
process
reports
and
reviews
Process Enablers Process Process
Resources Capabilities
How to Recognize a Process
It is measurable
It delivers specific results
Primary results are delivered to customers and/or stakeholders
It responds to specific events
Data,
Information
and
Process
Knowledge Desired
Supplier outcome
s Activity Activity Activity Custome

1 2 3 rs
Service control and

Trigge quality
32 r
Process Owner
Responsible for:
Assisting with Process Design
Documenting the process
Making sure the process is
being performed as
documented
Making sure the process meets
its aims
Monitoring and improving the
process over time
Process Manager
Responsible for:
Operational management of a
process
Planning and coordinating
activities to carry out, monitor
and report on the process
Service Owner
The Service Owner is
responsible to the Customer for
a particular service
Initiation and transition
Ongoing maintenance and
support
Monitoring and reporting
Identifying improvement
opportunities
Prime customer contact
Suppliers and Contracts
Supplier
A third party responsible for
supplying goods or services
These are required by the services
provider to enable them to deliver
services
Contract
A legally binding agreement
between two or more parties to
supply goods or services
Learning Check
Learning Check
What is a service?
A service is a means of delivering value to customers by facilitating
outcomes customers want to achieve without the ownership of
specific costs and risks
ITIL is a set of
Best Practices
How can you recognize a process?

It is measurable
It delivers specific results
Primary results are delivered to customers and/or stakeholders
It responds to specific events
Learning Check
Which of the following statements is CORRECT for all processes?
A. They define activities, roles, responsibilities, functions and
metrics
B. They create value for stakeholders
C. They are carried out by a Service Provider in support of a
Customer
D. They are units of organizations responsible for specific
outcomes
Learning Check
Which of the following statements is CORRECT about good
practice?
A. It can be used to drive an organization forward
B. It is something that is in wide industry use
C. It is always documented in international standards
D. It is always based on ITIL
Learning Check
Which of the following statements are CORRECT about
Functions?
1. They provide structure and stability to organizations
2. They are self-contained units with their own capabilities and
resources
3. They rely on processes for cross-functional coordination and
control
4. They are costlier to implement compared to processes
A. 1, 2 and 3 only
B. 1, 2 and 4 only
C. All of the above
D.
41
None of the above
Learning Check
A Process owner is responsible for which of the following?
A. Purchasing tools to support the Process
B. Ensuring that targets specified in an SLA are met
C. Carrying out activities defined in the Process
D. Monitoring and improving the Process
Learning Check
Which of the following definitions best describes ITIL?
A. A methodology for supporting and delivering IT services to
all types of organizations who provide services to a business
B. A quality standard in managing customer relationships
C. A prescriptive process for managing Service Improvement
Projects
D. A documented best practice guidance applicable to all types
of organizations who provide services to a business
Learning Check
The term 'Service Management' is best used to describe?
A. A set of specialized organizational capabilities for providing
value to customers in the form of services
B. A set of specialized organizational capabilities for providing
functions to customers in the form of services
C. The management of functions within an organization to
perform certain activities
D. Units of organizations with roles to perform certain
activities
Questions?

ITIL V3 Foundations - Module 01 - Introduction V2012

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ITIL V3 Foundations - Module 01 - Introduction V2012

Hochgeladen von

Copyright:

Verfügbare Formate

Exposure to ITIL (practicing, basic, not

Meals and refreshments

Use of telephones and laptops

To provide sufficient information to sit

12:00 01:00 Mock Exam 2

02:00 03:00 Activity Mock Exam 3

06:00 07:00 Lunch Lunch Certification Exam

07:00 08:00 Course Recap

2. Keep an open mind

Abest practiceis a method or technique that has consistently shown

IT Services are crucial,

The challenges of IT Managers

Wide area network, LAN, SAN, Message Bus

Database Server DHCP Service

Service Provider IT Service Customer

Assets Service Value

The objective of Service Management is to ensure that the

IT services must underpin the business

It identifies the activities that must be performed alongside the

Service Level Agreement

Triggers Process Process

Process Inputs Process

s Activity Activity Activity Custome

Service control and

How can you recognize a process?

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