ITIL v3 Foundation Course

Service Management IDC Central Europe, Service Management

ITIL V3
Foundation for Service
management
Radovan Citterberg, SM manager Nordic, [email protected]
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
ITIL Class Program
13 weeks
2 hours every Monday (16.00-16.50, 17.00- 17.50)
10 mins break
Stand in Jana Tesarova
350 slides
5 Quizes
Final written test (1 hour, 50 questions)
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Additional materials
www.itil.cz
www.itil.co.uk
other
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
4
Introduction Introduction
ITIL = IT Infrastructure Library
Set of books giving guidance on the provision of quality IT services
Common language
Best practices in delivery of IT services
Not a standard
Should be adopted and adapted
Scalable (organization size and need)
Platform independent
3rd version
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Created in the late 1980s, by the UKs Central Computer and
Telecommunications Agency (CCTA).
Currently is owned by the Office of Government Commerce (OGC)
The aims of the CCTA in developing the IT Infrastructure Library were:
to facilitate the quality management of IT services.
increase the efficiency with which the corporate objectives are met.
to improve efficiency, increase effectiveness, and reduce risks.
to provide codes of practice in support of total quality.
ITIL HISTORY ITIL HISTORY
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
ITIL V2 Books setup ITIL V2 Books setup
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Service
strategy
Service
strategy
Service design Service design
Service
transition
Service
transition
Service
operation
Service
operation
C
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n
tin
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l s
e
r
v
ic
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im
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ITIL V3 Books setup ITIL V3 Books setup
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Service
strategy
Service
strategy
Service
design
Service
design
Service
transition
Service
transition
Service
operation
Service
operation
Continual service
improvement
Continual service
improvement
Demand management Demand management
IT Financial management IT Financial management
Service catalogue mgmt Service catalogue mgmt
Capacity management Capacity management
Service level mgmt Service level mgmt
Availability mgmt Availability mgmt
Service continuity mgmt Service continuity mgmt
Strategy gen Strategy gen
Service portf.mgmt Service portf.mgmt
Information security management Information security management
Supplier management Supplier management
Change management Change management
Service asset and configuration management Service asset and configuration management
Knowledge management Knowledge management
Release and Deployment mgmt Release and Deployment mgmt
Valid & Testing Valid & Testing Operation m. Operation m.
Access m. Access m.
Request ful. Request ful.
Event m. Event m.
Incident management Incident management
Problem management Problem management
Service improv. Service improv.
Service measure Service measure
Service reporting Service reporting
ITIL V3 Books setup ITIL V3 Books setup processes & processes & funct funct. .
Application mgmt
IT Operation mgmt
Technical mgmt
Service Desk
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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ITIL Certification of Individuals Foundation
Content
Entrance level
General awareness of Service lifecycle
> Understanding key elements
> Knowledge of ITIL terminology
> Core principles
> Processes, roles and functions
Target group
> IT professionals
> People who need basic understanding (power users, customers, business service
owners)
Exam
> Multiple choice, 40 questions, 60 minutes, Pass score 65%, Close book
Introduction Introduction
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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ITIL Certification of Individuals - Intermediate
Content
Dual stream modular certification series
> Service lifecycle modules (Service strategy; Service design; Service transition; Service
Operation; and Continual service improvement)
> Service capability modules (Planning, protection and optimization; Service offerings and
agreements; Release, control and validation; and Operational support and analysis
Target group
IT professionals
Individuals who require a deeper understanding (process owners, etc.)
Exam
Complex Multiple choice, multi-part, scenario based questions,
90 minutes, Pass score 65%, Close book, 3/4 credits for each exam within a stream
Expert Level
Master Level
Introduction Introduction
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
http://www.itil-officialsite.com/home/home.asp
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
12
ITIL is not the only best practice
Procedures Process Operation Process Control Process Strategy
ITIL ITIL
CMMI CMMI
COBIT COBIT
Introduction Introduction
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Good Practice vs. Best Practice
Organization capabilities take the form of functions and processes for
managing services over a lifecycle
Best practice provides a set of generic guidelines based on the successful
experiences of a number of organizations
High level practice
Have to be adapted for specific organization
Do not answer questions about how they should be applied
Good practice could be either an application of best practice, or it could be
an input into best practice
Good practice as an application of Best practice
Good practice as an input into best practice
Introduction Introduction
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Service Management Service Management
as a Practice as a Practice
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Service Management Service Management
as a Practice as a Practice
Service management is a set of specialized organizational
capabilities for providing value to customer in the form of service
Service is a means of delivering value to customers by facilitating
outcomes customers want to achieve without the ownership of specific
costs and risks.
what is it? what is it?
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Organizations:
are often highly dependent on the IT services
need IT services not only to support the organization but also to present new options to
achieve the objectives
IT Service:
one or more IT systems which enable a business process
is a product the organization can buy:
Does the service align with my expectations?
Can I expect a similar service the next time?
Is the service provided at a reasonable cost?
Providers of IT Services
Type 1: Internal service provider
Type 2: Shared service provider
Type 3: External service provider
Service Management as a Practice Service Management as a Practice - - Definitions Definitions
ITIL v3 Foundation Course
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IT service is the result of a process implemented by people and supported by
products = 4Ps (Four Attributes of Service Management)
People People
Processes Processes
Products Products
Partners Partners
Service Management as a Practice Service Management as a Practice - - Atributes Atributes
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Functions, Roles and Processes
Function is a team or group of people and tools they use to carry out one or more
processes or activities
Role is a set of responsibilities, activities and authorities granted to a person or team
Process is a set of activities design to accomplish a specific objectives and provide
value to customers or stakeholders. Process is strategic asset when it creates
competitive advantage and market differentiation
Service Management as a Practice Service Management as a Practice - - Terms Terms
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Processes & KPIs
Process characteristics
It is measurable
It delivers specific results
It delivers its primary results to a customer or stakeholder
It responds to specific events
Process Roles
Process Owner - Responsible with documenting the process, defining process Key Performance
Indicators (KPIs), improving the process, ensuring process staff undertake the required training
Process Manager - The Process Managers responsibilities include planning and coordination of all
Activities required to carry out, monitor and report on the Process.
Process Specific Roles - Responsible for specific task within the process
KPIs
Key Performance Indicators (KPIs) are quantifiable measurements, agreed to beforehand, that
reflect the critical success factors of a process.
Service Management as a Practice Service Management as a Practice - - Terms Terms
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Maturity Levels of the process
Level 1 Initial
Level 2 Repeatable
Level 3 Defined
Level 4 - Managed
Level 5 - Optimized
Service Management as a Practice Service Management as a Practice
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Working Instruction
Process Model
Sub-process Map
Process Map
Procedure: a description of logically related activities
and of who carries them out. A procedure may include
stages from different processes. A procedure defines
who does what
Work instruction: defines how one or more activities
in a procedure should be carried out
Service Management as a Practice Service Management as a Practice
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Business and IT Alignment
To ensure that the IT services are aligned with the needs of the Customers is one of
the main objectives of IT SM
Organization Organization
Business
Process
Business
Process
IT service
provision
IT service
provision
Service
support
Service
support
How?/What?
Why?
Service Management as a Practice Service Management as a Practice
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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PDCA("Plan-Do-Check-Act") Cycle is four-step problem-
solving process typically used in quality control. It was made
popular by Dr. W. Edwards Deming. Target is on Continuous
Improvement of service.
PLAN - Establish the objectives and processes necessary to
deliver results in accordance with the specifications.
DO - Implement the processes
CHECK - Monitor and evaluate the processes and results
against objectives and Specifications and report the outcome.
ACT - Apply actions to the outcome for necessary improvement.
This means reviewing all steps (Plan, Do, Check, Act) and
modifying the process to improve it before its next
implementation.
Service Management as a Practice Service Management as a Practice
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Continual Improvement - Demings cycle
Service Management as a Practice Service Management as a Practice
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Continual Improvement - Theory of Constrains (TOC)
Improve only one thing at the time
Improve most constrained part first
Service Management as a Practice Service Management as a Practice
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Service management is a set of specialized organizational capabilities
Service means of delivering value to customers
ITIL is a set of books giving guidance on the provision of quality IT services
Best practice provides a set of generic guidelines
Good practice could be either an application of best practice, or it could be an
input into best practice
Function is a team or group of people
Role is a set of responsibilities, activities and authorities
Process is a set of activities design to accomplish a specific objectives
Process is a strategic asset
Process management is more then just process description
Service Management as a Practice Service Management as a Practice - - Summary Summary
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Service lifecycle Service lifecycle
Continual service
improvement
Business
value
realization
Business
requirements
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Service Strategy Service Strategy
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Service Strategy Service Strategy - - Processes Processes
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Service portfolio
mgmt
Demand mgmt
Financial mgmt
Service catalogue
mgmt
Event mgmt 7-Steps improvement
Info security mgmt
Supplier mgmt
Service cont mgmt
Service level mgmt
Capacity mgmt
Availability mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Transition &
Planning
Change mgmt
Release & Deployment
ITIL v3 Foundation Course
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Shows organizations how to transform Service management
from an organizational capability into a strategic asset and then
to act in a strategic manner
Helps clarify the relationships between services, systems and
processes, and the business models, strategies and objectives
Business
Requirements
Service
level
package
Service
Strategy
processes
Service Strategy Service Strategy - - Purpose Purpose
ITIL v3 Foundation Course
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Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Release & Depl. mgmt
Service portfolio
mgmt
Demand mgmt
Financial mgmt
Service catalogue
mgmt
Event mgmt 7-Steps improvement
Info security mgmt
Supplier mgmt
IT Service cont mgmt
Service level mgmt
Capacity mgmt
Availability mgmt
Asset & Config mgmt
Validation & Testing
Evaluation mgmt
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Strategy
Generation Transition &
Planning
Change mgmt
Service Strategy Processes Service Strategy Processes Strategy Generation Strategy Generation
ITIL v3 Foundation Course
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To define the IT strategy
To differentiate your services from the competition to
make an advantage out of it
Service Strategy Processes Service Strategy Processes Strategy Generation Strategy Generation
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Service Strategy Processes Service Strategy Processes Strategy Generation Strategy Generation
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Define the market:
understand the opportunities
understand the customer
evaluate existing services
classify and visualize
Develop offerings:
formulate services
define utility and warranty
understand the value of the services
Service Strategy Processes Service Strategy Processes Strategy Generation Strategy Generation
ACTIVITIES cont. ACTIVITIES cont.
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Develop strategic assets:
look for opportunities
develop service management
give competitive advantage
Prepare for implemetation:
setting objectives
Define CSF (critical succes factors)
prioritize investments
Service Strategy Processes Service Strategy Processes Strategy Generation Strategy Generation
ACTIVITIES cont. ACTIVITIES cont.
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Service Assets
are any capabilities or resources that organizations use to create
value
Market space
is a set of opportunities to deliver value to the business of a
customer through one or more services. To meet the needs of future
opportunities, Service Management must further invest in assets
such as process, knowledge, people, applications, and
infrastructure.
Service Strategy Processes Service Strategy Processes Strategy Generation Strategy Generation
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Utility & Warranty: define services and work together to create value
Utility - fit for purpose
Functional requirements
What does the service do?
Features, inputs, outputs
Warranty- fit for use
How well the service do it?
Non-functional requirements
Capacity, performance, availability
Service Strategy Processes Service Strategy Processes Strategy Generation Strategy Generation
KEY TERMS cont. KEY TERMS cont.
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Utility
Value
Fit for purpose..?
Fit for use..?
Warranty
Performance supported..?
Constraints removed..?
Availability enough..?
Capacity enough..?
Continuous enough..?
Secure enough..?
B
u
s
i
n
e
s
s
r
e
q
u
ir
e
m
e
n
t
s
Service Strategy Processes Service Strategy Processes Strategy Generation Strategy Generation
KEY TERMS cont. KEY TERMS cont.
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
You know where you are going
You know what you are offering, why and to whom
You are able to measure if you arrive
You are able to justify
You are aligned with the business
Service Strategy Processes Service Strategy Processes Strategy Generation Strategy Generation
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
40
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Strategy Generation
Demand mgmt
Financial mgmt
Service catalogue
mgmt
Event mgmt 7-Steps improvement
Info security mgmt
Supplier mgmt
Service cont mgmt
Service level mgmt
Capacity mgmt
Availability mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Service Port.
Mgmt
Transition &
Planning
Change mgmt
Service Strategy Processes Service Strategy Processes Service Portfolio Service Portfolio
Management Management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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To proactively manage the investment across the
service lifecycle
To provide direction to Service Design
Service Strategy Processes Service Strategy Processes Service Portfolio Service Portfolio Mng Mng
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Define:
inventory services, ensure business cases and validate portfolio data
Analyze:
maximize portfolio value, align and prioritize and balance supply and demand
Approve:
finalize proposed portfolio, authorize services and resources
Charter:
communicate decisions, allocate resources and charter services
Balance service portfolio
Service Strategy Processes Service Strategy Processes Service Portfolio Service Portfolio Mng Mng
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Service Portfolio:
Part of Service Knowledge Management System
The complete set of services that are managed by a Service Provider.
The Service Portfolio is used to manage the entire lifecycle of all services
and includes three categories:
Service pipeline:
Service catalogue:
Retired services:
Business service
IT service
Business service management
Service Strategy Processes Service Strategy Processes Service Portfolio Service Portfolio Mng Mng
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Service portfolio
Service pipeline
Service catalogue
Retired services
Service Strategy Processes Service Strategy Processes Service Portfolio Service Portfolio Mng Mng
KEY TERMS cont. KEY TERMS cont.
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Product manager:
Owns and manages set of related services
Evaluate opportunities and needs
Create business value
Plan development
Business relationship manager:
Identify and document needs
Takes care about demand management as well
Service owner
Service lifecycle of existing service
Service Strategy Processes Service Strategy Processes Service Portfolio Service Portfolio Mng Mng
ROLES ROLES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Clear responsibility
One place to see all the services
Service Strategy Processes Service Strategy Processes Service Portfolio Service Portfolio Mng Mng
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
47
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Strategy Generation
Service Port. Mgmt
Financial mgmt
Service catalogue
mgmt
Event mgmt 7-Steps improvement
Info security mgmt
Supplier mgmt
Service cont mgmt
Service level mgmt
Capacity mgmt
Availability mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Demand
Mgmt
Transition &
Planning
Change mgmt
Service Strategy Processes Service Strategy Processes Demand Management Demand Management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Understand and influence
customer demand for services
and the provision of capacity to
meet these demands
Ensure that the warranty and
utility offered match the
customer needs
Service Strategy Processes Service Strategy Processes Demand Management Demand Management
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Business process demand
Business activity demand
Service request
Capacity plan
There are two ways to influence or manage demand:
Physical/Technical Constraints
Financial Constraints
Service Strategy Processes Service Strategy Processes Demand Management Demand Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
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Business Activity Influencing patterns of demand for services
Service Strategy Processes Service Strategy Processes Demand Management Demand Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Core service - > Core service package:
Outcomes desired by one or more customers
Supporting service:
Enable or enhance core service
Pattern or business activity (PBA):
Workload profile
Different for different business cycle
User profile:
Includes one or more PBA
Based on roles and responsibility
Service Strategy Processes Service Strategy Processes Demand Management Demand Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Business relationship manager
Identify and document needs
Takes care about demand management as well
Documents PBA and user profiles
Identifies correct service level package for the customer
Negotiates with the product manager for creation of a new service
Service Strategy Processes Service Strategy Processes Demand Management Demand Management
ROLES ROLES
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Service Management IDC Central Europe, Service Management
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A poorly managed demand is a risk/source of risk, because of
uncertainty in the demand.
Excess capacity for example generates costs without providing value,
also the customer doesn't agree to pay for idle capacity unless it
provides value.
Insufficient capacity can have an impact on the quality of services that
are delivered and can limit de growth of the service
Service Strategy Processes Service Strategy Processes Demand Management Demand Management
RISKS RISKS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
54
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Strategy Generation
Demand mgmt
Service Port. mgmt
Service catalogue
mgmt
Event mgmt 7-Steps improvement
Info security mgmt
Supplier mgmt
Service cont mgmt
Service level mgmt
Capacity mgmt
Availability mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Financial Mgmt
Transition &
Planning
Change mgmt
Service Strategy Processes Service Strategy Processes - - Financial Management Financial Management
ITIL v3 Foundation Course
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to provide cost-effective stewardship of
the IT assets and resources used in
providing IT Services
The aims for any IT Services organization
should include:
- to be able to account fully for the spend
on IT Services and to attribute these
costs to the services delivered to the
organisation's Customers
- to assist management decisions on IT
investment by providing detailed
business cases for Changes to IT
Services
Service Strategy Processes Service Strategy Processes - - Financial Management Financial Management
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Service Strategy Processes Service Strategy Processes - - Financial Management Financial Management
ACTIVITIES ACTIVITIES
Financial Nanagement for !T Services activities include :
Budgeting
!T Accounting
Charging
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Budgeting
Budgeting enables an organization to :
Predict the money required for a given period
Ensure that actual spending can be compared with predicted spending
Reduce the risk of over-spending
Ensure that revenues are available to cover predicted spending
Budget method
Zero based
!ncremental
Service Strategy Processes Service Strategy Processes - - Financial Management Financial Management
ACTIVITIES cont. ACTIVITIES cont.
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
IT Accounting
!T Accounting enables an organization to:
Account for the money spent
Calculate the cost of providing !T Services to both internal 8 external
services
Perform cost-benefit or return-on-investment analyses
!dentify the cost of Changes
Service Strategy Processes Service Strategy Processes - - Financial Management Financial Management
ACTIVITIES cont. ACTIVITIES cont.
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Charging
Charging enables an organisation to :
Recover the costs of the !T Services from the Customers of the service
Operate the !T Organisation as a business unit ,
if required
!nfluence User and Customer behaviour
Charging options
No charging
Notional Charging
Actualf Real Charging
Service Strategy Processes Service Strategy Processes - - Financial Management Financial Management
ACTIVITIES cont. ACTIVITIES cont.
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Cost classification
Indirect - cannot be allocated
Direct - can be allocated directly to the cost unit
Capital - the expenditure on assets which have certain value
Operational - expenses from day to day business
Fixed - remain more or less constant
Variable - vary according to units
Service Strategy Processes Service Strategy Processes - - Financial Management Financial Management
KEY TERMS KEY TERMS
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IT Financial Manager
To oversee IT financial management implementation
Assists in setting up budget and accounting plans
Provide management reporting
Communicate with appropriate parties in regard to financial issues
Service Strategy Processes Service Strategy Processes - - Financial Management Financial Management
ROLES ROLES
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Business:
Allows comparisons
Higher satisfaction for customers, they know what they are paying for
Reducing risk of spending more money than it is available
IT:
Better utilization of resources
Improve capacity management
Finance:
Improves cost consciousness
Recover IT cost
Investment decisions can be made on accurate information
Raise revenue
Service Strategy Processes Service Strategy Processes - - Financial Management Financial Management
BENEFITS BENEFITS
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Service Management IDC Central Europe, Service Management
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QUIZ QUIZ
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
1. Which of the following is the BEST definition of the term Service
Management?
A. A set of specialized organizational capabilities for providing value to
customers in the form of services
B. A group of interacting, interrelated, or independent components that
form a unified whole, operating together for a common purpose
C. The management of functions within an organization to perform
certain activities
D. Units of organizations with roles to perform certain activities
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
2. Which of the following is NOT a characteristic of a process?
A. It is measurable
B. Delivers specific results
C. Responds to specific events
D. A method of structuring an organization
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
3. Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
A. Both of the above
B. 1 only
C. Neither of the above
D. 2 only
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
4. What are the publications that provide guidance specific to industry
sectors and organization types known as?
A. The Service Strategy and Service Transition books
B. The ITIL Complementary Guidance
C. The Service Support and Service Delivery books
D. Pocket Guides
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
5. Implementation of ITIL Service Management requires preparing and
planning the effective and efficient use of:
A. People, Process, Partners, Suppliers
B. People, Process, Products, Technology
C. People, Process, Products, Partners
D. People, Products, Technology, Partners
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
6. A process owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Ensuring process staff undertake the required training
A. 1, 3 and 4 only
B. All of the above
C. 1, 2 and 3 only
D. 1, 2 and 4 only
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
7. What does a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
8. Which of the following are the two primary elements that create value for
customers?
A. Value on Investment (VOI), Return on Investment (ROI)
B. Customer and User satisfaction
C. Understanding Service Requirements and Warranty
D. Utility and Warranty
ITIL v3 Foundation Course
Service Management - GSDC Brno
72
Service Design Service Design
ITIL v3 Foundation Course
Service Management - GSDC Brno
73
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Service catalogue
mgmt
Event mgmt 7-Steps improvement
Info security mgmt
Supplier mgmt
IT Service cont mgmt
Service level mgmt
Capacity mgmt
Availability mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Transition &
Planning
Change mgmt
Release & Deployment
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Service Design Service Design
ITIL v3 Foundation Course
Service Management - GSDC Brno
74
Design of new or changed services for introduction into the live
environment
Design services to meet business objectives
Design processes to support the service lifecycle
Identify and manage risks
Design measurement methods and metrics
Service
Level
Package
Service
Design
Package
Service
Design
processes
Service Design Service Design - - Purpose Purpose
ITIL v3 Foundation Course
Service Management - GSDC Brno
75
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Strategy Generation
Demand mgmt
Service Port. mgmt
Financial mgmt
Event mgmt 7-Steps improvement
Service Catalog. mgmt
IT Service Cont. mgmt
Capacity mgmt
Availability mgmt
Info Security mgmt
Supplier mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Service Level
Mgmt
Transition &
Planning
Change mgmt
Service Design Service Design - - Processes Processes
ITIL v3 Foundation Course
Service Management - GSDC Brno
76
Negotiates, agrees and documents appropriate IT service targets
with representatives of the business, and then monitors and
produces reports on the service providers ability to deliver the
agreed level of service.
Ensures 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 Design Processes Service Design Processes Service Level Management Service Level Management
GOAL GOAL
ITIL v3 Foundation Course
Service Management - GSDC Brno
77 77
Managing business relationships.
Tracking changing business needs.
Creating the service catalogue.
Defining OLAs.
Defining UCs.
Defining SLAs.
Service Design Processes Service Design Processes Service Level Management Service Level Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management - GSDC Brno
78 78
Service Level Requirements (SLR) - A document that contains customer requirements
regarding the IT services they want
Service Specification - The translation of the customer requirements into "how" the IT
organization is going to provide these services
Service Level Agreement (SLA) - A document that defines agreed service levels
between the customer and provider
Underpinning Contract (UC) - A document that defines agreed service levels between
the internal IT organization and an external provider
Operational Level Agreement (OLA) - A document that defines agreed service levels
between the internal IT organization and another internal provider
Service Quality Plan (SQP) - The plan contains information about performance
indicators for the IT organization to measure the Services
Service Design Processes Service Design Processes Service Level Management Service Level Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
79 79
Business Business
SLA SLA SLR SLR
UC UC
OLA OLA
UC UC
IT Organization IT Organization
Internal Partner Internal Partner External Partner External Partner
Service Design Processes Service Design Processes Service Level Management Service Level Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
SLA structure:
Service based
Customer based
Multi-level based
Corporate
Customer
Service
SLA content:
Service scope and description
Service hours
Measures of availability and reliability
Service Design Processes Service Design Processes Service Level Management Service Level Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
81 81
Service Level Manager:
Oversees service requirements
Oversees service specification
Oversees contracts
Oversees SQP and SIP (Service Improvement Plan)
Identifies customer requirements
Communicates current level
Sets measurable performance targets
Takes action when something is wrong
Ensures IT knows business needs
Service Design Processes Service Design Processes Service Level Management Service Level Management
ROLES ROLES
ITIL v3 Foundation Course
Service Management - GSDC Brno
82 82
To the business:
Clearly defined roles and responsibilities
A better understanding between business units and IT
Provides flexibility for business to react quickly to market conditions
To IT:
Monitoring, measuring specific targets and increased reporting quality
Effort focused on the business key areas
Provides discipline in supporting internal or external sourcing of IT services
To the finance:
Used as basis for charging
Service Design Processes Service Design Processes Service Level Management Service Level Management
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management - GSDC Brno
83 83
Lack of commitment from the business
Absence of tools and resources
The process becomes too bureaucratic
Bypassing the use of the SLM processes
Business and customer measurements are not recorded
Inappropriate business and customer relationships are developed
High customer expectations and low perception
Poor and inappropriate communication is achieved with the business
Service Design Processes Service Design Processes Service Level Management Service Level Management
RISKS RISKS
ITIL v3 Foundation Course
Service Management - GSDC Brno
84
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Strategy Generation
Demand mgmt
Service Port. mgmt
Financial mgmt
Event mgmt 7-Steps improvement Service Level. mgmt
IT Service Cont.
Capacity mgmt
Availability mgmt
Info Security mgmt
Supplier mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Service Catal.
Mgmt
Transition &
Planning
Change mgmt
Service Design Processes Service Design Processes Service Catalogue Service Catalogue Mng Mng. .
ITIL v3 Foundation Course
Service Management - GSDC Brno
85 85
Provides a central source of information on the IT
services delivered to the business by the service
provider.
Ensures that the business can view an accurate
consistent picture of the IT services available, their
details and status.
Service Design Processes Service Design Processes Service Catalogue Service Catalogue Mng Mng. .
GOAL GOAL
ITIL v3 Foundation Course
Service Management - GSDC Brno
Agreeing and documenting a service definition
Interfacing with service portfolio mgmt
Producing and maintaining a service catalogue
Interfacing with the business and IT cont. mgmt
Interfacing with support teams, suppliers and config. mgmt
Service Design Processes Service Design Processes Service Catalogue Service Catalogue Mng Mng. .
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management - GSDC Brno
87 87
Technical Service catalogue Technical Service catalogue
Business Service catalogue Business Service catalogue
Business
Process A
Business
Process A
Business
Process B
Business
Process B
Business
Process C
Business
Process C
Service A Service A Service B Service B Service C Service C Service D Service D Service E Service E
Support Support Data Data Applications Applications Software Software Hardware Hardware
Service Design Processes Service Design Processes Service Catalogue Service Catalogue Mng Mng. .
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
88
Service Catalogue : provides a central source of information on the existing
IT services delivered by the service provider organization.
Business Service Catalogue : contains details of all the IT services
delivered to the customer. This is the customer view of the Service Catalogue.
Technical Service Catalogue: contains details of all the IT services delivered
to the customer. This should underpin the Business Service Catalogue and
not form part of the customer view.
Service Design Processes Service Design Processes Service Catalogue Service Catalogue Mng Mng. .
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
89 89
Service catalogue manager:
Produce and maintain the service catalogue
Ensure that all the operational services are recorded
Ensure that all information inside the SCM is consistent and relevant
Ensure that all information is protected and backed-up
Service Design Processes Service Design Processes Service Catalogue Service Catalogue Mng Mng. .
ROLES ROLES
ITIL v3 Foundation Course
Service Management - GSDC Brno
90 90
BENEFITS
Accurate Service Catalogue
Business users are aware of the services being provided
IT staff awareness of the technology supporting the services.
Service Design Processes Service Design Processes Service Catalogue Service Catalogue Mng Mng. .
BENEFITS & RISKS BENEFITS & RISKS
RISKS
Inaccuracy of the data in the catalogue
Poor acceptance of the Service Catalogue and its usage in all operational
processes.
Inaccuracy of information received from the business, IT and the Service
Portfolio, with regard to service information.
The tools and resources required to maintain the information
Poor access to accurate Change Management information and processes
ITIL v3 Foundation Course
Service Management - GSDC Brno
91
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Strategy Generation
Demand mgmt
Service Port. mgmt
Financial mgmt
Event mgmt 7-Steps improvement Service Level. mgmt
Service Catalog. mgmt.
Capacity mgmt
Availability mgmt
Info Security mgmt
Supplier mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
IT Service
Cont. mgmt
Transition &
Planning
Change mgmt
Service Design Processes Service Design Processes ITSCM ITSCM
ITIL v3 Foundation Course
Service Management - GSDC Brno
92 92
To support the overall Business Continuity
Management process by ensuring that the required IT
technical and service facilities can be resumed within
required, and agreed, business timescales.
Service Design Processes Service Design Processes ITSCM ITSCM
GOAL GOAL
ITIL v3 Foundation Course
Service Management - GSDC Brno
93 93
Initiation
Requirements &
Strategy
Implementation Operation
Service Design Processes Service Design Processes ITSCM ITSCM
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management - GSDC Brno
94 94
Responsibilities:
Business:
Business processes
Facilities
Business staff
Strategy and business continuity
IT:
IT Services
Systems
Technical staff
Strategy for IT continuity
Service Design Processes Service Design Processes ITSCM ITSCM
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
95 95
Recovery Options:
Do nothing!
Manual back-up
Reciprocal agreement
Gradual recovery (cold standby)
Intermediate recovery (warm standby,)
Fast recovery (hot standby, within a 24-hour period.)
Immediate recovery (hot standby)
Possible Risk
Loss of critical support services
Service Design Processes Service Design Processes ITSCM ITSCM
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
96 96
ITSCM Manager:
Develop and manage ITSCM process
Develop and manage ITSCM documentation
Testing
Communication and awareness
Manage IT service delivery during crisis
Service Design Processes Service Design Processes ITSCM ITSCM
ROLES ROLES
ITIL v3 Foundation Course
Service Management - GSDC Brno
To the business:
Reduction of lost time
Minimal interruption of the process
Avoid/Minimize risks to the business
Competitive advantage
To IT:
Ability to recover from disaster
Regulatory requirements
Organizational credibility
Improved relationships between the business and IT
To the finance:
Understanding of the impact following lost of service
Appropriate contingency expenditure
Potential lower insurance premium
Service Design Processes Service Design Processes ITSCM ITSCM
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management - GSDC Brno
98 98
Management commitment
Review and test ITSCM plan
Force business to decide on recovery option
Recovery plan for each service
Lack of resources
Not tested properly
Service Design Processes Service Design Processes ITSCM ITSCM
RISKS RISKS
ITIL v3 Foundation Course
Service Management - GSDC Brno
99
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Strategy Generation
Demand mgmt
Service Port. mgmt
Financial mgmt
Event mgmt 7-Steps improvement Service Level. mgmt
Service Catalog. mgmt.
IT Service Cont. mgmt
Availability mgmt
Info Security mgmt
Supplier mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Capacity mgmt
Transition &
Planning
Change mgmt
Service Design Processes Service Design Processes Capacity Management Capacity Management
ITIL v3 Foundation Course
Service Management - GSDC Brno
100 100
To understand the businesss capacity requirements
To deliver against requirements both in present and the future
Service Design Processes Service Design Processes Capacity Management Capacity Management
GOAL GOAL
ITIL v3 Foundation Course
Service Management - GSDC Brno
101
Business capacity management:
Collect business requirements and make sure that IT Services are planned
according to them
Service Capacity management:
Collect information about service performance, analyse and tune it
Component capacity management:
Collect information about single resources performance, analyse and tune it
HW
SW
Knowledge
HR
Service Design Processes Service Design Processes Capacity Management Capacity Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management - GSDC Brno
102
Monitoring Monitoring
Implementation Implementation Analysis Analysis
Tuning Tuning
Service Design Processes Service Design Processes Capacity Management Capacity Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management - GSDC Brno
103 103
Application sizing
Design the application according to demands in SLA
Modelling
Predict the performance of a specific IT Service
Trend analysis
Simulation modelling
Baseline/ benchmark models
Capacity database
Management reports
Capacity plan
Capacity performance data
Business forecasts
Service Design Processes Service Design Processes Capacity Management Capacity Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
104 104
Capacity Manager:
Develop and maintain Capacity plan
Manage the process
Keep CMIS up to date
Collect and evaluate business demands
Service Design Processes Service Design Processes Capacity Management Capacity Management
ROLES ROLES
ITIL v3 Foundation Course
Service Management - GSDC Brno
105
To the business:
Better service that is in tune with the requirements of the business
Reduced risk
The ability to estimate the impact of new applications or modifications
To IT:
Improved ITSM processes
Increase efficiency
Effective development
An actual overview of the current capacity in place
To the finance:
Confident forecasting
Cost savings
Service Design Processes Service Design Processes Capacity Management Capacity Management
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management - GSDC Brno
106
Lack of commitment from the business
Lack of information from the business on future plans
The processes become too bureaucratic
The processes focuses too much on the IT
Reports provided are too technical
Service Design Processes Service Design Processes Capacity Management Capacity Management
RISKS RISKS
ITIL v3 Foundation Course
Service Management - GSDC Brno
107
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Strategy Generation
Demand mgmt
Service Port. mgmt
Financial mgmt
Event mgmt 7-Steps improvement Service Level. mgmt
Service Catalog. mgmt.
IT Service Cont. mgmt
Capacity mgmt
Info Security mgmt
Supplier mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Availability
mgmt
Transition &
Planning
Change mgmt
Service Design Processes Service Design Processes Availability Management Availability Management
ITIL v3 Foundation Course
Service Management - GSDC Brno
108 108
To ensure the highest availability possible of the IT
services as required by the business to reach its
goals
Service Design Processes Service Design Processes Availability Management Availability Management
GOAL GOAL
ITIL v3 Foundation Course
Service Management - GSDC Brno
Planning:
Determine the availability requirements
Design
Improving:
Developing the availability plan
Measuring and reporting:
Reporting about the availability of each service , the down times and
recovery times
Methods: CFIA, FTA, CRAMM
Service Design Processes Service Design Processes Availability Management Availability Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management - GSDC Brno
110 110
Availability
Reliability
Maintainability
Serviceability
Business Business
SLA SLA SLR SLR
UC UC
OLA OLA
IT Organization IT Organization
Internal Partner Internal Partner External Partner External Partner
UC UC
Service Design Processes Service Design Processes Availability Management Availability Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
111 111
Availability
The availability and flexibility of components of the infrastructure
MTBF = Mean Time Between Failure
Reliability
Freedom from operational failure
MTBSI = Mean Time Between Service Incidents
Maintainability
The capability to maintain or restore a service component of the infrastructure at a certain
level
MTTR = Mean Time To Repair
Serviceability
How is third party companies able to provide services
Security
CIA- Confidentiality, Integrity and Availability
Service Design Processes Service Design Processes Availability Management Availability Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
112 112
Availability: the ability of a service, component or CI to perform its agreed function
when required. It is often measured and reported as a percentage:
Note: Downtime should only be included in the above calculation when it occurs within
the Agreed Service Time (AST). However, total downtime should also be recorded and
reported.
(AST DT)
Availability (%) = - X 100 %
AST
Agreed Service Time (AST); Down Time (DT)
Service Design Processes Service Design Processes Availability Management Availability Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
113 113
(Availability Management and the incident lifecycle)
Service Design Processes Service Design Processes Availability Management Availability Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
114 114
Availability Manager:
- Establish and maintaining process
- Review and audit process
- Determine requirements
- Create availability and recovery design criteria
- Justify the cost
- Establish measures and reporting
- Monitoring availability
- Producing Availability plan
Service Design Processes Service Design Processes Availability Management Availability Management
ROLES ROLES
ITIL v3 Foundation Course
Service Management - GSDC Brno
115
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Strategy Generation
Demand mgmt
Service Port. mgmt
Financial mgmt
Event mgmt 7-Steps improvement Service Level. mgmt
Service Catalog. mgmt.
IT Service Cont. mgmt
Capacity mgmt
Availability mgmt
Supplier mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Info Security
Mgmt
Transition &
Planning
Change mgmt
Service Design Processes Service Design Processes Information Security Information Security Mng Mng. .
ITIL v3 Foundation Course
Service Management - GSDC Brno
116
To protect the interests of those relying on information
To protect systems and communications
Service Design Processes Service Design Processes Information Security Information Security Mng Mng. .
GOAL GOAL
ITIL v3 Foundation Course
Service Management - GSDC Brno
117
Confidentiality:
protecting information against unauthorized access
Integrity:
accuracy, completeness and timeliness of the information
Availability:
accessible at any agreed time
Security baseline:
the security level adopted by the IT organization for its own security
Security incident:
any incident that may interfere with achieving the SLAs security requirements
Service Design Processes Service Design Processes Information Security Information Security Mng Mng. .
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
118
Control Control
Damage Damage
Incident Incident
Threat Threat
Prevention/
Reduction
Evaluation/
Reporting
Direction/
Repression
Correction/
Recovery
Evaluation/R
eporting
Evaluation/R
eporting
Service Design Processes Service Design Processes Information Security Information Security Mng Mng. .
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
119
Information security officer
Manage entire process
Consult with senior management
Security officer
Day to day operational duties
Advise staff on security policy & measures
Service Design Processes Service Design Processes Information Security Information Security Mng Mng. .
ROLES ROLES
ITIL v3 Foundation Course
Service Management - GSDC Brno
120
Lack of commitment from the business
Lack of budget for the ISM process
Too much focus on technology but not on service and business
Actions are conducted outside Availability Management and ITSCM
ISM policies, plans, risks and information become out of-date
Service Design Processes Service Design Processes Information Security Information Security Mng Mng. .
RISKS RISKS
ITIL v3 Foundation Course
Service Management - GSDC Brno
121
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Strategy Generation
Demand mgmt
Service Port. mgmt
Financial mgmt
Event mgmt 7-Steps improvement Service Level. mgmt
Service Catalog. mgmt.
IT Service Cont. mgmt
Capacity mgmt
Availability mgmt
Info Secuirtry mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Supplier
Mgmt
Transition &
Planning
Change mgmt
Service Design Processes Service Design Processes Supplier Management Supplier Management
ITIL v3 Foundation Course
Service Management - GSDC Brno
122
To ensure that supplies and the services they provide
are managed to support
IT Services targets and business expectations
To manage supplier relationship
To negotiate and agree contracts
Service Design Processes Service Design Processes Supplier Management Supplier Management
GOAL GOAL
ITIL v3 Foundation Course
Service Management - GSDC Brno
123
Identification
needs
Evaluation
Establish new
contracts
Categorization
Manage
performance
End of term
Service Design Processes Service Design Processes Supplier Management Supplier Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management - GSDC Brno
124
Supplier service improvement plans (SSIP):
records improvement plans with the supplier
Supplier survey reports:
feedback gathered from individuals that deal with supplier
Supplier & Contract performance report:
input for the review meetings to manage the quality
Types of supplier agreements:
Co Co- -sourcing: sourcing:
An informal combination of in sourcing and outsourcing An informal combination of in sourcing and outsourcing
Partnership (multi Partnership (multi- -sourcing): sourcing):
formal agreement between two or more organizations to work toget formal agreement between two or more organizations to work together her
Business process outsourcing: Business process outsourcing:
formal agreement provides and manages the business process formal agreement provides and manages the business process
Service Design Processes Service Design Processes Supplier Management Supplier Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
125
Supplier and Contract database (SCD):
Part of SKMS ( Service Knowledge Management System )
Contains
Policies
Supplier and contract details
Types of services
Products
Relationships with CIs ( Configuration Item )
Supplier categories:
Strategic
Tactical
Operational
Commodity
Service Design Processes Service Design Processes Supplier Management Supplier Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
126
Operational
Suppliers
Operational
Suppliers
Strategic
Suppliers
Strategic
Suppliers
Tactical
Suppliers
Tactical
Suppliers
Commodity
suppliers
Operational
Suppliers
Operational
Suppliers
Low
High
Medium
Low High Medium
Risk and impact
Service Design Processes Service Design Processes Supplier Management Supplier Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management - GSDC Brno
127
Supplier Manager
providing assistance in the development and review of contracts
Maintaining and reviewing a Supplier and Contracts Database (SCD)
perform supplier reviews
assess changes for impact on suppliers
Service Design Processes Service Design Processes Supplier Management Supplier Management
ROLES ROLES
ITIL v3 Foundation Course
Service Management - GSDC Brno
128
Protected from poor supplier performance
Supporting services align with business needs
Better availability
Clear ownership of supplier and contractual issues.
Service Design Processes Service Design Processes Supplier Management Supplier Management
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management - GSDC Brno
129
Lack of commitment from management
Lack of information on future plans
Suppliers agree to targets impossible to meet
Suppliers are not cooperative
The process becomes too bureaucratic
Poor corporate financial processes
Service Design Processes Service Design Processes Supplier Management Supplier Management
RISKS RISKS
ITIL v3 Foundation Course
Service Management - GSDC Brno
130 130
QUIZ
ITIL v3 Foundation Course
Service Management - GSDC Brno
Quiz
1. Where would you expect incident resolution targets to be documented?
A. A Service Level Agreement(SLA)
B. A Request for Change(RFC)
C. The Service Portfolio
D. A Service Description
ITIL v3 Foundation Course
Service Management - GSDC Brno
Quiz
2. Which is the CORRECT list for the three levels of a multi level Service Level
Agreement (SLA)?
A. Technology, Customer, User
B. Corporate, Customer, Service
C. Corporate, Customer, Technology
D. Service, User, IT
ITIL v3 Foundation Course
Service Management - GSDC Brno
Quiz
3. Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. None of the above
ITIL v3 Foundation Course
Service Management - GSDC Brno
Quiz
4. Which statement about Service Level Agreements(SLAs) is CORRECT?
A. They must contain legal wording because of their importance
B. There should always be a separate SLA for each specific customer
C. The wording must be clear and concise to allow no room for ambiguity
D. Changes to the SLA can only be requested by the customer
ITIL v3 Foundation Course
Service Management - GSDC Brno
Quiz
5. Which of the following is MOST concerned with the design of new or changed services?
A. Change Management
B. Service Transition
C. Service Strategy
D. Service Design
ITIL v3 Foundation Course
Service Management - GSDC Brno
Quiz
6. Which of the following defines the level of protection in Information Security
Management?
A. The IT Executive
B. The ISO27001 Standard
C. The Business
D. The Service Level Manager
ITIL v3 Foundation Course
Service Management - GSDC Brno
Quiz
7. A Service Level Agreement (SLA) is:
A. The part of a contract that specifies responsibilities of each party
B. An agreement between the Service Provider and an internal
organization
C. An agreement between a Service Provider and an external supplier
D. An agreement between the Service Provider and their customer
ITIL v3 Foundation Course
Service Management - GSDC Brno
Quiz
8. Data used to support the capacity management process should be stored in:
A. A configuration management database (CMDB)
B. A capacity database (CDB)
C. A configuration management system (CMS)
D. A capacity management information system (CMIS)
ITIL v3 Foundation Course
Service Management - GSDC Brno
Quiz
9.Reliability is a measure of:
A. The availability of a service or component
B. The level of risk that could impact a service or process
C. How long a service or component can perform its function without failing
D. A measure of how quickly a service or component can be restored to
normal working
ITIL v3 Foundation Course
Service Management - GSDC Brno
Quiz
10. Availability Management is responsible for availability of the:
A. Services and Components
B. Services and Business Processes
C. Components and Business Processes
D. Services, Components and Business Processes
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
141 141
141
Service Service T Transition ransition
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
142
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Transition &
Planning
Event mgmt 7-Steps improvement
Change mgmt
Asset & conf. mgmt
Release & Depl. mgmt
Validation & Testing
Evaluation mgmt
Knowledge mgmt
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Service Transition Service Transition
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
143
Deliver services that are required by the business into
operational use
Implement all aspects of the service
Application and adaptation of service design, including
arranging for modification of the design, where the need is
detected during transition
Support knowledge transfer, decision support and re-use of
processes, systems and other elements
Service
Design
Package
Service in
Production
Environment
Service
Transition
processes
Service Transition Service Transition - - Purpose Purpose
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
144
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Event mgmt 7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Transition &
Planning
Evaluation mgmt
Validation & Testing
Release mgmt
Asset & Conf mgmt
Change mgmt
Knowledge mgmt
Service Transition Processes Service Transition Processes Transition & Planning Transition & Planning
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
145
To plan and coordinate resources to ensure that the requirements of
Service Strategy encoded in Service design are effectively realized in
Service Operations
To identify, manage and control the risks of failure and disruption across
transition activities
Service Transition Processes Service Transition Processes Transition & Planning Transition & Planning
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Strategy Prepare
Planning and
coordinating
Advice Administration
Monitoring and
Reporting
Service Transition Processes Service Transition Processes Transition & Planning Transition & Planning
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
147
Transition Strategy:
Purpose, goal and objectives
Context
Scope
Standard
Stakeholders
Prepare for service transition:
Review and acceptance of inputs from the other service lifecycle stages
Review and check SDP
Identifying, raising and scheduling RFC
Checking configuration baseline
Checking transition readiness
Service Transition Processes Service Transition Processes Transition & Planning Transition & Planning
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
148
Planning and coordinating service transition:
Planning and coordinating service transition
Planning an individual service transition
Adopting program and project management best practices
Review the plans
Advice:
Administration:
Managing of service transition changes and work orders
Managing issues, risks, deviations and waivers
Managing support tools
Communication to stakeholders
Monitoring and reporting:
Service Transition Processes Service Transition Processes Transition & Planning Transition & Planning
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
149
The number of releases implemented that met the customers agreed
requirements in terms of cost, quality, scope, and release schedule
(expressed as a percentage of all releases)
Reduced variation of actual vs predicted scope, quality, cost and time
Increased customer and user satisfaction with plans and communications
that enable the business to align their activities with the Service Transition
plans
Reduction in number of issues, risks and delays caused by inadequate
planning.
Service Transition Processes Service Transition Processes Transition & Planning Transition & Planning
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
150
Service Transition activities require monitoring against the intentions set out
in the transition model and plan.
Only with the Measuring and monitoring the release and deployment Service
Transition processes I will (at the conclusion) establish if the transition is
proceeding according to plan.
Maintaining an oversight of the actual transitions against the integrated
Service Transition plans, release and change schedules is essential.
Management reports on the status of each transition.
In many cases the transition plans will require amendment to bring them into
line with a reality that has changed since design.
Service Transition Processes Service Transition Processes Transition & Planning Transition & Planning
RISKS RISKS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
151
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Event mgmt 7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Change mgmt
Evaluation mgmt
Validation & Testing
Release mgmt
Asset & Conf mgmt
Transition & Planning
Knowledge mgmt
Service Transition Processes Service Transition Processes Change Management Change Management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
152
Use standardized methods and procedures to control
change implementation
Minimize the risks associated with change
Service Transition Processes Service Transition Processes Change Management Change Management
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Registration
and
classification
Approval
Authorization
and
implementation
Evaluation
Change monitoring
Service Transition Processes Service Transition Processes Change Management Change Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
154
Registration and classification:
All requests for change must be legged using RFC form
The change manager briefly filter requests and reject any that are impractical, undesirable or repetitive
The change manager classify the changes
Approval:
Based on the assigned change type the RFC is approved (Minor, Significant, Major)
The approved change is scheduled
Authorization and Implementation:
Prepare and build the change
Test the change
Authorize the change
Implement the change
Document the change
Verify:
Verification that the change was implemented according to the specification
Make the Post implementation review
Service Transition Processes Service Transition Processes Change Management Change Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
156
Change :
The addition, modification or removal of CIs
Request for Change (RFC):
Form used to record details of a request for a change to any CI
Change Advisory Board (CAB):
Group of representative people responsible for assessing all RFC's
CAB Emergency Committee (ECAB):
Consists of one to three key staff Available 24 x 7
Forward Schedule of Changes (FSC):
Schedule that contains details of all changes authorized for implementation
Projected Service Availability (PSA) :
Document used to outline effect of changes on availability levels as defined in
SLA's
Service Transition Processes Service Transition Processes Change Management Change Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
157
Change Categories:
Category 0 : Is executed without prior contact. Used for workarounds/ temporary fixes
Category 1 : Little or no impact. Change Manager authorizes this RFC
Category 2 : Significant impact. CAB discussion needed. Change Manager requests advice on
authorization and planning
Category 3 : Major impact. Considerable resources required. Senior Management need to be a
part of the CAB.
Change Priorities:
Urgent: change is required now, in order to achieve the service levels
High: as soon as possible, otherwise risk to current or future production
Normal: change solves serious mistakes or a lack in functionality
Low: change yields improvements that are not required by contract
Change Types:
Standard ( pre- approved )
Ordinary : Minor, Significant , Major.
Urgent
Service Transition Processes Service Transition Processes Change Management Change Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
158
Change manager :
Receives, logs and allocates priorities of all RFCs
Schedules all non-urgent RFC's for a CAB meeting
Decides on composition of the CAB
Organize and chairs CAB and ECAB
Issues the FSC via Service Desk
Coordinates Change building, testing and implementation
Review all implemented changes
Produce management reports
CAB member :
Review all submitted RFC's
Attend relevant CAB meetings
Be available to consult ECAB
Service Transition Processes Service Transition Processes Change Management Change Management
ROLES ROLES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
To the business:
Reduced business risk of change
Saving time and money
To IT:
Increase visibility of changes
Increased communication of changes
Improved risk assessment
Reduced adverse impact of change on quality of service and SLAs
Fewer changes that have to be backed-out
Improved problem management
Improved availability management
Improved ability to absorb a large number of changes
Service Transition Processes Service Transition Processes Change Management Change Management
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
160
Unauthorized changes (above zero is unacceptable)
Unplanned outages
A low change success rate
A high number of emergency changes
Delayed project implementations.
Service Transition Processes Service Transition Processes Change Management Change Management
RISKS RISKS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
161
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Event mgmt 7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Asset & Conf
mgmt
Evaluation mgmt
Validation & Testing
Release mgmt
Change mgmt
Transition & Planning
Knowledge mgmt
Service Transition Processes Service Transition Processes Asset & Asset & Config.Mng Config.Mng. .
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
162
To identify, record and report of all IT components and
their relationships
Service Transition Processes Service Transition Processes Asset & Asset & Config.Mng Config.Mng. .
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
163
Planning Identification Control
Status
accounting
Verification
and audit
CMDB
Service Transition Processes Service Transition Processes Asset & Asset & Config.Mng Config.Mng. .
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Planning:
Analyze current configurations
Assess the organizational context
Assess the policies
Define the key interfaces
Identify library and database locations
Create the configuration mgmt plan
Identification:
What items need to be recorded ?
What do we need to know about them ?
Physically marking items that are under config mgmt
Service Transition Processes Service Transition Processes Asset & Asset & Config.Mng Config.Mng. .
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Control:
Registering new CIs
New software
Versions of CIs from Release mgmt
License control
Status accounting:
Record and reports on current data
Record and reports on historical data
Verification and audit:
Make sure that CMDB reflects reality
Service Transition Processes Service Transition Processes Asset & Asset & Config.Mng Config.Mng. .
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Configuration Item (CI):
Any component of an IT infrastructure, or an item associated with an IT infrastructure
which is under the control of Configuration management and there fore subject to formal
change control
Needed to deliver service
Uniquely identifiable
Subject to change
Manageable
Configuration Management Database (CMDB):
A database that contains all relevant details of each CI and details of the important
relationships between CIs
One virtual, not physical database (can be more then one)
Service Transition Processes Service Transition Processes Asset & Asset & Config.Mng Config.Mng. .
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Relationships:
Describes the dependency or connectivity between CIs
Different types:
Used by
Part of
Connected to
Resides on
CI Lifecycle:
Shows the planned, current and previous states of CIs
For example: Planned, Ordered, In test, In production, Broken, In maintenance, In repair,
Archived,
Configuration Baseline:
A snapshot of the state of a CI or set of CIs established at a specific point in time, for a particular
purpose
Reference of the original state
Used for the formal control of a configuration
Service Transition Processes Service Transition Processes Asset & Asset & Config.Mng Config.Mng. .
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Structure of the CMDB structure :
Service Transition Processes Service Transition Processes Asset & Asset & Config.Mng Config.Mng. .
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
169
Configuration Manager :
Implement CoM policy and standards
Propose and agrees the scope of CoM
Recruitment and training staff
Create and manages CMP
Propose and agrees CI types
Plan and execute CMDB population
Configuration Librarian:
Control the receipt, identification, storage CI's
Provide information about status
Assists to configuration manager
Create libraries
Service Transition Processes Service Transition Processes Asset & Asset & Config.Mng Config.Mng. .
ROLES ROLES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
170
To the business:
Improved security
Better risk management
Contingency planning
Economical provision of IT services
To IT:
Providing accurate information on CIs and their documentation
Ability to absorb rapid change
Better management of changes
Better management of incidents
Better management of problems
Adherence to legal obligations
Supports effective deployment of assets
To the finance:
Better financial management
Expenditure planning
Better control of valuable IT assets
Service Transition Processes Service Transition Processes Asset & Asset & Config.Mng Config.Mng. .
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
171
Definition of CIs at the wrong level
Implementation of Asset & Config Mgmt without Change Mgmt
Urgent changes without proper documentation
Bypassing the process
Too high expectations
Service Transition Processes Service Transition Processes Asset & Asset & Config.Mng Config.Mng. .
RISKS RISKS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
172
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Service portfolio
mgmt
Demand mgmt
Financial mgmt
Service catalogue
mgmt
Event mgmt 7-Steps improvement
Info security mgmt
Supplier mgmt
Service cont mgmt
Service level mgmt
Capacity mgmt
Availability mgmt
Asset & Config mgmt
Validation & Testing
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Release Mgmt
Transition &
Planning
Change mgmt
Service Transition Processes Service Transition Processes Release management Release management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
173
To plan and oversee the successful rollout of software and related
hardware
Aims to build, test and deliver the capability to provide the
services specified by Service Design and that will accomplish the
stakeholders requirements and deliver the intended objectives.
Service Transition Processes Service Transition Processes Release management Release management
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
174
Release policy:
Document how the organization will approach the release of new hardware and software.
Define the frequency of release
Define how to issue emergency releases
Testing & subsequent release into production
Release planning:
Usage of formal project mgmt methodology
Content of the release
Schedule
Resource requirements
Design release:
Identify what components (HW + SW) are involved
Get appropriate components (buy HW, develop SW, etc.)
Service Transition Processes Service Transition Processes Release management Release management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
175
Built release:
Put together all involved components
Create back-out plan
Test release:
Implement release in testing environment
Test release
Acceptance:
According to test results accept or refuse the release
Roll-out planning:
Create a task list and assign resources
Create an action plan for every site
Identify stakeholders to communicate.
Service Transition Processes Service Transition Processes Release management Release management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
176
Release policy Release policy Release planning Release planning
Design and get
SW/HW
Design and get
SW/HW
Built release Built release Testing Testing Acceptance Acceptance Communication Communication
Development Environment Development Environment
Controlled Test Environment Controlled Test Environment
Live Environment Live Environment
Distribution and
installation
Roll-out
planning
Service Transition Processes Service Transition Processes Release management Release management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
177
Communication:
Communicate with all the parties involved in order to increase the acceptance and success of
the release
The service desk is a key area that must be performed about the release
Distribution and Installation:
Distribute release to all sites
Install all components of the release
Service Transition Processes Service Transition Processes Release management Release management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
178
Release unit:
The portion of the IT infrastructure that is normally released together
Type of release:
Full release
Delta release
Package release
Emergency release
DML : ( definitive media library)
A secure compound in which the definitive authorized of all software CIs are stored and
protected
DS: (definitive spares)
Spare components and assemblies that are maintained at the same level as the comparative
systems within live environment
Service Transition Processes Service Transition Processes Release management Release management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
179
Service Transition Processes Service Transition Processes Release management Release management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
180
Back-out plan:
Document of the actions to be taken to restore the service should the rollout of a Release fail,
either or totally.
Escrow Agreement:
Software code owned by external company is stored on secure place to be available in case of
owner bankruptcy
Service Transition Processes Service Transition Processes Release management Release management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
181
Release Manager:
Defining and maintaining the definition of the release policy
Controlling the activities within the process
Combination of the Release Manager, Change Manager and Configuration Manager
processes is realistic
Defining and maintaining release plan
Service Transition Processes Service Transition Processes Release management Release management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
182
Business:
More controlled
Less disruptive
Reduction of viruses
IT:
Better planning
Consistent quality of the release
More effective operational planning
Finance:
HW and SW assets are more controlled
Better financial planning
Less time and resources are spent on rework
Service Transition Processes Service Transition Processes Release management Release management
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
183
Lack of commitment
Testing environment
Urgent fixes
Bypassing the process
No DML & DS
No back-out plans
Non-synchronized releases
Service Transition Processes Service Transition Processes Release management Release management
RISKS RISKS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
184
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Service portfolio
mgmt
Demand mgmt
Financial mgmt
Service catalogue
mgmt
Event mgmt 7-Steps improvement
Info security mgmt
Supplier mgmt
Service cont mgmt
Service level mgmt
Capacity mgmt
Availability mgmt
Asset & Config mgmt
Release & Depl. mgmt
Evaluation
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Validation &
Testing
Transition &
Planning
Change mgmt
Service Transition Processes Service Transition Processes Validation & Testing Validation & Testing
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
185
To provide objective evidence that the new / changed
service supports the business requirement ,
including the agreed SLAs.
Service Transition Processes Service Transition Processes Validation & Testing Validation & Testing
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
186
Planning the test resources
Prioritizing and scheduling testing
Management of incident, problems, etc.
Checking known error information
Monitoring test progress
Analysis of test metrics
Consequential changes
Configuration baselines
Service Transition Processes Service Transition Processes Validation & Testing Validation & Testing
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
187
Policies:
Service quality policies
Level of excellence
Value for money
Risk policy
Service transition policy
Release policy
Test models:
Service contract test model
Service requirement test model
Service level test model
Service test model
Operations test model
Deployment release test model
Service Transition Processes Service Transition Processes Validation & Testing Validation & Testing
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
188
Business requirements Business requirements
Service requirements Service requirements
Design service solution Design service solution
Develop service solution Develop service solution
Develop service solution Develop service solution
Component build & test Component build & test
Component test Component test
Release package test Release package test
Service op. test Service op. test
Service accept. test Service accept. test
Validate service Validate service
Criteria/Plan Criteria/Plan
Service Transition Processes Service Transition Processes Validation & Testing Validation & Testing
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
189
Matching test environment with production
Insufficient staff, skills
Project overrunning
Developing standard measurement
Service Transition Processes Service Transition Processes Validation & Testing Validation & Testing
RISKS RISKS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
190
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Service portfolio
mgmt
Demand mgmt
Financial mgmt
Service catalogue
mgmt
Event mgmt 7-Steps improvement
Info security mgmt
Supplier mgmt
Service cont mgmt
Service level mgmt
Capacity mgmt
Availability mgmt
Asset & Config mgmt
Release & Depl. mgmt
Validation & Testing
Knowledge mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Evaluation
Transition &
Planning
Change mgmt
Service Transition Processes Service Transition Processes Evaluation Evaluation Mng Mng. .
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
191
Establish appropriate metrics and measurement techniques
Set stakeholder expectations correctly
Provide effective and accurate information to Change Management to make
sure changes that could affect service capability and introduce risk are
checked before transitioned.
Service Transition Processes Service Transition Processes Evaluation Evaluation Mng Mng. .
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
192
Evaluation Plan:
Understanding of the intended effect of a change
Understanding of the unintended effect of a change
Factors for considering the effect of a service change
Evaluation of predicted performance:
Risk assessment ( Risk management consists of risk assessment e.g. analyzing threats
and risk mitigation e.g. eliminating threats)
If there is finding for risk-> temporary report -> inform Change Mgmt
Evaluation of actual performance:
Evaluation report:
Service Transition Processes Service Transition Processes Evaluation Evaluation Mng Mng. .
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
193
Performance & Performance Model
Predicted performance vs Actual performance = Deviation report
Risk : A function of the likelihood and negative impact of a service not performing as
expected
Countermeasures
Test plan and results
Residual risk
Service capability & Capacity
Constraint
Resource
Evaluation plan & Evaluation Report
Service Transition Processes Service Transition Processes Evaluation Evaluation Mng Mng. .
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
194
Provide good quality outputs from the evaluation process so that
Change Management can take an effective decision about whether a service
change is to be approved or not.
Evaluation can be a useful source for Continual Service Improvement to
analyze future improvements to the change process and the predictions and
measurements of service change performance.
Service Transition Processes Service Transition Processes Evaluation Evaluation Mng Mng. .
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
195
Unintended effects of a change: most often not recognized until pilot phase
Developing standard performance measures
Projects and suppliers inaccurate estimates
Understanding stakeholder perspective
Understanding the balance between managing risk and taking risk as it affects overall
strategy
Taking pragmatic and measured approach to risk
Communication
Share information
Service Transition Processes Service Transition Processes Evaluation Evaluation Mng Mng. .
RISKS RISKS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
196
Service
strategy
Service
design
Service
transition
Service
operation
Continual
service
improvement
Strategy Generation
Service portfolio
mgmt
Demand mgmt
Financial mgmt
Service catalogue
mgmt
Event mgmt 7-Steps improvement
Info security mgmt
Supplier mgmt
Service cont mgmt
Service level mgmt
Capacity mgmt
Availability mgmt
Asset & Config mgmt
Release & Depl. mgmt
Validation & Testing
Evaluation mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service reporting
Service measurement
Knowledge
mgmt
Transition &
Planning
Change mgmt
Service Transition Processes Service Transition Processes Knowledge Knowledge Mng Mng. .
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
197
Ensure that the right information is delivered to
the appropriate place or competent person at
the right time to enable informed decision.
Enable the service provider to be more
efficient, to improve quality of service and to
reduce costs of service.
Service Transition Processes Service Transition Processes Knowledge Knowledge Mng Mng. .
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
198
Knowledge management strategy
Identify and plan capture of knowledge
Governance model
Knowledge management transfer
Activity by which one group, department is affected by the experience of another
Example: service desk efficiency will raise in case they have information on known errors
going into production which will not stop the release (provided by release mgmt)
Data &Information management
Data gathering & maintaining. Data should be gathered only when needed.
Data protection
Access to data
Use of common content and format
Service Transition Processes Service Transition Processes Knowledge Knowledge Mng Mng. .
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
199
SKMS
Configuration Mgmt DB
Configuration Mgmt System
Service
Knowledge
Mgmt
DB
D
E
S
C
I
S
I
O
N
S
Service Transition Processes Service Transition Processes Knowledge Knowledge Mng Mng. .
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
200
Data:
a set of independent to each other facts about events
Information:
result of providing context to data
Knowledge:
composed of experience, ideas, judgments of individuals and insights.
Wisdom:
Strong common sense judgment
Service Transition Processes Service Transition Processes Knowledge Knowledge Mng Mng. .
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
201
Knowledge mgmt Process Owner:
Build the system
Manage the system
Check quality of information within the system
Service Transition Processes Service Transition Processes Knowledge Knowledge Mng Mng. .
ROLES ROLES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
202
Benefits:
Powerful asset for all people in all roles across all stages of the service lifecycle
Relevant and appropriate knowledge is one of the key service elements during ST
Agent efficiency
Self service
Improve the quality of decision making by ensuring reliable information is available
throughout the service lifecycle.
Risk:
Getting start to use the system
Having time to record
Managing information and knowledge
Design the system in the right scale
Commitment
Service Transition Processes Service Transition Processes Knowledge Knowledge Mng Mng. .
BENEFITS & RISKS BENEFITS & RISKS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
203 203
Quiz
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
204
1. Which of the following statements is CORRECT?
A. The Configuration Management System is part of the Known Error Data Base
B. The Service Knowledge Management System is part of the Configuration
Management System
C. The Configuration Management System is part of the Service Knowledge
Management system
D. The Configuration Management System is part of the Configuration Management
Database
Quiz
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
205
2.Which of the following options is a hierarchy that is used in Knowledge Management?
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
Quiz
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
206
3. Which of the following should be available to the Service Desk?
1. Known Error Data
2. Change Schedules
3. Service Knowledge Management System
4. The output from monitoring tools
A. 1, 2 and 3 only
B. 1, 2 and 4 only
C. 2, 3 and 4 only
D. All of the above
Quiz
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
207
4.Which of the following CANNOT be provided by a tool?
A. Knowledge
B. Information
C. Wisdom
D. Data
Quiz
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
5. Which is the BEST definition of a Configuration Item (CI)?
A. An item of hardware or software registered in the asset database
B. A collection of information used to describe a hardware or software item
C. An asset, service component or other item that is, or will be, under the
control of Configuration Management
D. Information recorded by the Service Desk when an Incident is reported
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
6. Which of the following is the CORRECT definition of a Release Unit?
A. A measurement of cost
B. A function described within Service Transition
C. The team of people responsible for implementing a release
D. The portion of a service or IT infrastructure that is normally released
together
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
7. Which of the following statements is CORRECT?
A. The Configuration Management System is part of the Known Error Data
Base
B. The Service Knowledge Management System is part of the Configuration
Management System
C. The Configuration Management System is part of the Service
Knowledge Management system
D. The Configuration Management System is part of the Configuration
Management Database
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
8 . Within Service Design, what is the key output handed over to Service Transition?
A. Measurement, methods and metrics
B. Service Design Package
C. Service Portfolio Design
D. Process definitions
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
9. Which of the following statements BEST describes a Definitive Media Library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure library where definitive authorised versions of all media
Configuration Items (CIs) are stored and protected
C. A database that contains definitions of all media CIs
D. A secure library where definitive authorised versions of all software and
back-ups are stored and protected
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
10. Which of the following BEST describes a Change Authority?
A. The Change Advisory Board
B. A person that provides formal authorization for a particular type of change.
C. A role, person or a group of people that provides formal authorisation
for a particular type of change.
D. The Change Manager who provides formal authorisation for each change
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
11. Which of the following statements BEST describes the aims of Release and
Deployment Management?
A. To build, test and deliver the capability to provide the services
specified by Service Design and that will accomplish the
stakeholders requirements and deliver the intended objectives
B. To ensure that each Release package specified by Service Design
consists of a set of related assets and service components that are
compatible with each other
C. To ensure that all Release and Deployment packages can be
tracked, installed, tested, verified and/or uninstalled or backed out
if appropriate
D. To record and manage deviations, risks and issues related to
the new or changed service
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
12. Which of these is the BEST description of a release unit?
A. The portion of a service or IT infrastructure that is normally released
together
B. The smallest part of a service or IT infrastructure that can be
independently changed
C. The portion of a service or IT infrastructure that is changed by a particular
release
D. A metric for measuring the effectiveness of the Release and
Deployment Management process
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
216 216
216
Service Operation Service Operation
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
217
Service
strategy
Service
design
Service
operation
Service
transition
Continual
service
improvement
Request fulfillment
7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Transition & Planning
Change mgmt
Asset & conf mgmt
Release & Depl mgmt
Validation & testing
Evaluation mgmt
Knowledge mgmt
Incident mgmt
Event mgmt
Problem mgmt
Access mgmt
Application mgmt
Functions
IT Operation mgmt
Technical mgmt
Service Desk
Service Operation Service Operation
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
218
Coordinate and carry out day-to-day activities to deliver services at
agreed levels
Ongoing management of technology that is used to deliver services
Realizing the value customers wants
Service in
Prod.
Environment
Service
operated within
agreed level
Service
Operation
processes
Service Operation Service Operation - - Purpose Purpose
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
219 219
Good communication is needed:
With other IT teams and departments
With users and internal customers
Between the Service Operation teams and departments themselves
An important principle is that all communication must have an intended purpose or a
resultant action.
Information should not be communicated unless there is a clear audience. In addition,
that audience should have been actively involved in determining the need for that
communication and what they will do with the information.
Service Operation Service Operation
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
220 220
Types of communication:
Routine operational communication
Communication between (Data Center ) shifts
Performance reporting
Communication in projects
Communication related to changes
Communication related to exceptions
Communication related to emergencies
Training on new or customized processes and service designs
Communication of strategy and design to Service Operation teams
Service Operation Service Operation
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
221 221
Benefits:
The Service Operation is where plans, designs, and optimizations are implemented and
measured.
From a customer viewpoint, Service Operation is where actual value is seen
Strategic objectives are ultimately realized through Service Operations
Risks:
Service loss
Inadequate funding and resources
Loss of momentum
Loss of key personnel
Resistance to change
Lack of management support
Differing customer expectations
Service Operation Service Operation Benefits & Risks Benefits & Risks
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
222
Service
strategy
Service
design
Service
operation
Service
transition
Continual
service
improvement
7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Transition & Planning
Change mgmt
Asset & conf mgmt
Release & Depl mgmt
Validation & testing
Evaluation mgmt
Knowledge mgmt
Application mgmt
Functions
IT Operation mgmt
Technical mgmt
Service Desk
Event mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service Operation Processes Service Operation Processes Event Management Event Management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
223 223
To detect events, make sense of them and determine the appropriate
control action
To provide entry point for the execution of many SO processes and
activities
To be used as a basis for automating many routines
Operations Management activities
Responsible for monitoring an IT Service and detecting when the
performance drops below acceptable limits
Service Operation Processes Service Operation Processes Event Management Event Management
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
224 224
Event occurs
Event notification
Event detection
Event filtering
Significance of events
Event correlation
Trigger
Response selection
Review actions
Close event
Service Operation Processes Service Operation Processes Event Management Event Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Event:
A change of state that has significance for the management of a Configuration
item
Can be detected by the technical staff
Can be detected by the automated tools
Alert:
A warning that threshold has been reached or something has been changed
Trigger:
An indication that some action or response to an Event may be needed
Service Operation Processes Service Operation Processes Event Management Event Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
226 226
Problem Management Problem Management Change Management Change Management
Availability Management Availability Management
Event Management Event Management
Capacity Management Capacity Management
Configuration Management Configuration Management
Asset Management Asset Management
Service Operation Processes Service Operation Processes Event Management Event Management
INTERFACES INTERFACES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
227 227
There is no dedicated stuff
Filled by people from the functions as follows
Service desk
Technical mgmt
Application mgmt
IT operations mgmt
Service Operation Processes Service Operation Processes Event Management Event Management
ROLES ROLES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
228 228
Event Managements value to the business is generally indirect; however, it is
possible to determine the basis for its value as follows:
early detection of incidents before any actual service outage occurs
provide basis for automated operations
signal status changes or exceptions
Service Operation Processes Service Operation Processes Event Management Event Management
BENEFITS & RISKS BENEFITS & RISKS
RISKS
Initial funding for the necessary tools and effort needed to install and exploit the
benefits of the tools.
Setting correct level of filtering
Rolling out of the necessary monitoring agents across the entire IT
infrastructure
Acquiring the necessary skills
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
229
Service
strategy
Service
design
Service
operation
Service
transition
Continual
service
improvement
7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Transition & Planning
Change mgmt
Asset & conf mgmt
Release & Depl mgmt
Validation & testing
Evaluation mgmt
Knowledge mgmt
Application mgmt
Functions
IT Operation mgmt
Technical mgmt
Service Desk
Incident mgmt
Event mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service Operation Processes Service Operation Processes Incident Management Incident Management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
230 230
Restore the service as soon as possible while minimizing
any negative effect on business processes.
Service Operation Processes Service Operation Processes Incident Management Incident Management
GOALS GOALS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
231 231
Incident:
Any event that is not part of the standard operation of a service
Problem:
The unknown underlying cause of one or more incidents
Known Error:
An incident or problem for which the root cause is known
Workaround:
Method/temporary solution of avoiding an incident, so that the normal
operation can continue
Major incident - incident which has a high priority or high impact on the
business. A separate procedure, with shorter timescales and greater
urgency, must be used for major incidents.
Service Operation Processes Service Operation Processes Incident Management Incident Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Incident
detections
and
recording
Classification
and Initial
support
Investigation
and diagnosis
Resolution
and recovery
Incident
closure
Ownership, monitoring, tracking and communication
Service Operation Processes Service Operation Processes Incident Management Incident Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Incident detection and recording:
Identifying that an incident is taking place (from user or automatic detection tools)
Classification and initial support:
Assigning a type of incident (important for escalation and potential problem analysis)
Investigation and diagnosis:
Review Incidents against Known Errors, problems, solutions, planned changes or knowledge base
Assigning priority (impact x urgency) => defined by SLA !!!
Identifying resolution/workaround
Resolution and recovery:
Applying resolution/workaround
Bringing affected CIs back to operational status
Service request proceeding:
Interface to pre-approved changes
Incident closure:
Closing the incident (from the user point of view, not only IT point of view)
Service Operation Processes Service Operation Processes Incident Management Incident Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Impact:
Affect on the business
Defined in the SLA
Urgency:
Speed needed to resolve incident
Priority:
Impact x Urgency
For example: Urgent, High, Medium, Low
Not assigned by the user !!!
Priority = Impact X Urgency Priority = Impact X Urgency
Service Operation Processes Service Operation Processes Incident Management Incident Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Classification/Categorization:
Used for searching in the knowledge base to find workaround
Used for incident reporting
Should be the same in the Problem, Change and Release mgmt
Status:
Define incident lifecycle
For example: New, Accepted, Scheduled, Assigned, In progress, On hold,
Resolved, Closed,
Waiting for user
Service Operation Processes Service Operation Processes Incident Management Incident Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
236 236
Incident - event that:
Does not belong to standard IT
service operations and
Potentially or effectively cause an
outage or degradation of the agreed
service quality
Service Operation Processes Service Operation Processes Incident Management Incident Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
237 237
Incident Manager:
Drive and monitor the efficiency and effectiveness of the Incident mgmt process
Recommend and implement improvements
Develop and maintain the Incident mgmt support tools
Schedule and manage the work of Incident support staff
SD Analyst (1st level):
Incident registration
Initial support and classification
Resolution and recovery of incident if possible
Escalation of incidents
Ownership, monitoring, tracking and communication
Review and closure of incidents
Service Operation Processes Service Operation Processes Incident Management Incident Management
ROLES ROLES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
2nd level support staff
Handling escalated incidents and service requests
Incident investigation and diagnosis
The resolution and recovery of assigned incidents
Further escalation if needed
Detection of possible Problems
Service Operation Processes Service Operation Processes Incident Management Incident Management
ROLES ROLES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
239 239 239
2
nd
Line
Support Team
3rd Line
Support Team
Service Desk
Manager
Service Desk
Support Team
3
rd
Line
Manager
2
nd
Line
Manager
IT Service
Manager
H
i
e
r
a
r
c
h
i
c
a
l

(
a
u
t
h
o
r
i
t
y
)
Functional escalation
Service Operation Processes Service Operation Processes Incident Management Incident Management
ESCALATIONS ESCALATIONS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
240 240
Problem Management Problem Management Change Management Change Management
Availability Management Availability Management
Incident Management Incident Management
Capacity Management Capacity Management
Configuration Management Configuration Management
SLM SLM
Service Operation Processes Service Operation Processes Incident Management Incident Management
PROCESS INTERFACES PROCESS INTERFACES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
241 241
To the business:
Reduce downtime and lower business impact
The proactive identification of beneficial system enhancement and amendments
The availability of business-focused management information related to SLAs
To IT:
improved monitoring
Monitoring against SLAs
Management information in aspects of service quality
Better staff utilization
Elimination of lost incidents
Ongoing audit of CMDB
Improved user and customer satisfaction
Control efficiency
Less surprises:
241
Service Operation Processes Service Operation Processes Incident Management Incident Management
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
242 242
Being inundated with incidents that cannot be handled within acceptable
timescales due to a lack of available or properly trained resources
Incidents being bogged down and not progressed as intended because
of inadequate support tools to raise alerts and prompt progress
Lack of adequate and/or timely information sources because of
inadequate tools or lack of integration
Mismatches in objectives or actions because of poorly aligned or non-
existent OLAs and/or UCs.
Service Operation Processes Service Operation Processes Incident Management Incident Management
RISKS RISKS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
243
Service
strategy
Service
design
Service
operation
Service
transition
Continual
service
improvement
7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Transition & Planning
Change mgmt
Asset & conf mgmt
Release & Depl mgmt
Validation & testing
Evaluation mgmt
Knowledge mgmt
Application mgmt
Functions
IT Operation mgmt
Technical mgmt
Service Desk
Request
Fulfillment
Event mgmt
Incident mgmt
Problem mgmt
Access mgmt
Service Operation Processes Service Operation Processes Request Request Fulfilment Fulfilment
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
244 244
To provide a channel for users to request and receive standard
services
To provide information to users and customers about availability of
services
To assist with general information
Service Operation Processes Service Operation Processes Request Request Fulfilment Fulfilment
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
245
Service Request:
A request for information or advice
A request for Standard change
A request for access to an IT Service
Not related to a loss of service (ie incident)
Not a normal change
Standard change:
A pre-approved, no risk change
Request model:
A predefined model fo handling frequently occuring requests
Service Operation Processes Service Operation Processes Request Request Fulfilment Fulfilment
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
246
Carried out by the Service Desk Function function, desktop support or other
groups as required.
Service Operation Processes Service Operation Processes Request Request Fulfilment Fulfilment
ROLES ROLES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
247 247
Service Desk Service Desk Incident Management Incident Management
Request Fulfillment Request Fulfillment
Release Management Release Management
Configuration Management Configuration Management
Asset Management Asset Management
Service Operation Processes Service Operation Processes Request Request Fulfilment Fulfilment
PROCESS INTERFACES PROCESS INTERFACES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
248 248
BENEFITS
To provide quick and effective access to standard services which business staff can use to improve their
productivity or the quality of business services and products.
Reduces the bureaucracy involved in requesting and receiving access to existing or new services, thus also
reducing the cost of providing these services.
Increases the level of control over these services. This in turn can help reduce costs through centralized
negotiation with suppliers, and can also help to reduce the cost of support.
RISKS
Poorly defined scope, where people are unclear about exactly what the process is expected to handle
Poorly designed or implemented user interfaces so that users have difficulty raising the requests that they
need
Badly designed or operated back-end fulfillment processes that are incapable of dealing with the volume or
nature of the requests being made
Inadequate monitoring capabilities
Service Operation Processes Service Operation Processes Request Request Fulfilment Fulfilment
BENEFITS & RISKS BENEFITS & RISKS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
249
Service
strategy
Service
design
Service
operation
Service
transition
Continual
service
improvement
7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Transition & Planning
Change mgmt
Asset & conf mgmt
Release & Depl mgmt
Validation & testing
Evaluation mgmt
Knowledge mgmt
Application mgmt
Functions
IT Operation mgmt
Technical mgmt
Service Desk
Problem
mgmt
Event mgmt
Incident mgmt
Request Fulfillmment
Access mgmt
Service Operation Processes Service Operation Processes Problem Management Problem Management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
250 250
Minimize the adverse impact of Incidents and Problems on the business that
are caused by errors within the IT Infrastructure,
Seek to identify a permanent resolution to a number or reoccurring incidents
Prevent recurrence of Incidents related to errors. In order to achieve this goal,
Problem Management seeks to get to the root cause of Incidents and then
initiate actions to improve or correct the situation
Problem Management differs from Incident Management in that its main goal
is the detection of the underlying causes of an Incident and their subsequent
resolution and prevention. The goal of Incident management is to restore the
service to the Customer as quickly as possible.
Service Operation Processes Service Operation Processes Problem Management Problem Management
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
251 251
Problem control
Error control
The proactive prevention of Problems
Identifying trends
Obtaining management information from Problem Management data
The completion of major Problem reviews. A Major Problem Review examine:
1. Things that were done correctly
2. Those things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
Service Operation Processes Service Operation Processes Problem Management Problem Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
252 252
Problem:
The unknown underlying cause of one or more Incidents
Work-around:
A temporary fix to recover a disrupted service after an incident. Are documented into problem
records
Known Error:
A Problem that is successfully diagnosed and for which a Work-around is known
Known Error Database (KEDB):
Repository of known errors for the benefit and utilization of Incident Management
RFC:
A Request For Change to any component of an IT Infrastructure or to any aspect of IT services
Relationship between Incidents, Problems, Known Errors and RFCs
Service Operation Processes Service Operation Processes Problem Management Problem Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
253 253
Service Operation Processes Service Operation Processes Problem Management Problem Management
FUNNEL EFFECT FUNNEL EFFECT
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
254 254
Reactive Problem Management major activities:
- Problem Control
- Error Control
X
Proactive Problem Management major activities:
- identifying trends
- proactive prevention of problems
Service Operation Processes Service Operation Processes Problem Management Problem Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
255 255
Service Operation Processes Service Operation Processes Problem Management Problem Management
PROCESS FLOW PROCESS FLOW
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
256 256
Change
Management
Change
Management
Incident Mgmt Incident Mgmt
Problem Management Problem Management
Release
and Deployment
Management
Release
and Deployment
Management
Capacity Management Capacity Management Availability Management Availability Management
Configuration
Management
Configuration
Management
IT Service Continuity IT Service Continuity
Service Level
Management
Service Level
Management
Financial
Management
Financial
Management
Service Transition
Service Design
Continual Service
Improvement
Financial Mgmt Financial Mgmt
Service Operation Processes Service Operation Processes Problem Management Problem Management
PROCESS INTERFACES PROCESS INTERFACES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
257 257
Problem Manager:
Developing and managing Problem Management process
Handling major incident/problems
Make recommendations for improvement
Manage the problem mng. support stuff
Supporting stuff:
Identifying and investigating problems
Raising RFCs
Identifying trends
Monitoring progress
Service Operation Processes Service Operation Processes Problem Management Problem Management
ROLES ROLES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
258 258
BENEFITS
Improved IT service quality
Incident volume reduction
Permanent solutions
Improved organizational learning
Better first-time fix rate at the Service Desk
Effective and proactive support organisation
RISKS
linking Incident and Problem Management tools
the ability to relate Incident and Problem Records
absence of a good Incident control process
failure to link Incident records with Problem/error records
lack of management commitment
the undermining of the Service Desk role
inability to determine accurately the business impact of Incidents and Problems
knowledge base not built or maintained correctly due to lack of time and (or) resources
Service Operation Processes Service Operation Processes Problem Management Problem Management
BENEFITS & RISKS BENEFITS & RISKS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
259
Service
strategy
Service
design
Service
operation
Service
transition
Continual
service
improvement
7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Transition & Planning
Change mgmt
Asset & conf mgmt
Release & Depl mgmt
Validation & testing
Evaluation mgmt
Knowledge mgmt
Application mgmt
Functions
IT Operation mgmt
Technical mgmt
Service Desk
Access mgmt
Event mgmt
Incident mgmt
Request Fulfillmment
Problem mgmt
Service Operation Processes Service Operation Processes Access Management Access Management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
260 260
Provides the rights for users to be able to use a service or group of services
Preventing access to non-authorized users
It is therefore the execution of policies and actions defined in Security and Availability
Management.
Close related with Information Security Management and Availability Management
processes
Is NOT providing accesses to computer rooms or other locations
Is NOT providing security staff for Data Centers and other buildings
Service Operation Processes Service Operation Processes Access Management Access Management
GOAL GOAL
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
261 261
Requesting access
Verification
Providing Rights
Monitoring
Logging and Tracking access
Removing or Restricting Rights
Self-services
Automated
Job changes (promotions, transfer,
resignation, retirement)
If used properly
Under special circumstances (death,
resignation, dismissal, role changed and
others)
The owner of the information/system
should verify the request
Service Operation Processes Service Operation Processes Access Management Access Management
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
262 262
Access
Identity
Rights
Services or service groups
Directory Services
Service Operation Processes Service Operation Processes Access Management Access Management
KEY TERMS KEY TERMS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
263 263
RFC
Request from Human Resources
Request from Management personnel
Service Request Request for a
user(s) to
access a
service(s)
Access
Service Operation Processes Service Operation Processes Access Management Access Management
TRIGERS TRIGERS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
264 264
Information Security
Management
Information Security
Management
Human Resources Human Resources
Configuration Management Configuration Management
Request Fulfillment Request Fulfillment
Change Management Change Management
Service Level Management Service Level Management
Access Management Access Management
Service Operation Processes Service Operation Processes Access Management Access Management
PROCESS INTERFACES PROCESS INTERFACES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
265 265
No roles specified (not dedicated stuff).
Part of
Execution of availability and information security management
Service desk staff
Technical management stuff
Aplication management stuff
IT operations stuff
Service Operation Processes Service Operation Processes Access Management Access Management
ROLES ROLES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
266
Service
strategy
Service
design
Service
operation
Service
transition
Continual
service
improvement
7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Transition & Planning
Change mgmt
Asset & conf mgmt
Release & Depl mgmt
Validation & testing
Evaluation mgmt
Knowledge mgmt
Application mgmt
Functions
IT Operation mgmt
Technical mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Event mgmt
Service Desk
Service Operation Functions Service Operation Functions Service Desk Service Desk
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
267 267
Service Desk acts as the Single Point of Contact (SPOC) between the users and the IT
Services Organization
ITIL defines customers and users :
Customers : People (generally senior managers) who commission, pay for and own
the IT Services, sometimes referred to as "the business"
Users : People who use the services on a day-to-day basis
267
Service Operation Functions Service Operation Functions Service Desk Service Desk
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
268 268
The Service Desk function can be
structured as:
Local Service Desk
Centralized Service Desk
(There is a single desk in one location serving the
whole organization )
Virtual Service Desk
Follow the Sun
268
Service Operation Functions Service Operation Functions Service Desk Service Desk
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
269 269
Service Operation Functions Service Operation Functions Service Desk Local Service Desk Local
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
270 270
Service Operation Functions Service Operation Functions Service Desk Centralized Service Desk Centralized
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
271 271
Service Operation Functions Service Operation Functions Service Desk Virtual Service Desk Virtual
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
272 272
Call Centre
Main emphasis on professionally handling large call volumes of telephone based
transactions
Help Desk
Manage, co-ordinate and resolve incidents as quickly as possible
Service Desk
Not only handles incidents, problems and questions but also provides an
interface for other activities such as change requests, maintenance contracts,
software licenses, Service Level Management, Configuration Management,
Availability Management, Financial Management and IT Services Continuity
Management
272
Service Operation Functions Service Operation Functions Service Desk Service Desk
TYPES TYPES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
273 273
Receiving calls and first-line customer liaison
Recording and tracking incidents and complaints
Keeping customers informed on request status and progress
Making an initial assessment of requests, attempting to resolve them or refer them to
someone who can, based on agreed service levels
Managing the request life-cycle, including closure and verification
Communicating planned and short-term changes of service levels to customers
Coordinating second-line and third party support groups
Providing management information and suggestions for service improvement
Identifying or contributing to problem identification
Highlighting Customer training and education needs
Closing incidents after confirmation with the Customer
273
Service Operation Functions Service Operation Functions Service Desk Service Desk
ACTIVITIES ACTIVITIES
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
274 274
A Service Desk benefits an organization by :
improved customer service, perception and satisfaction
increased accessibility through a single point of contact, communication, and
information.
better quality and speedier turnaround of customer requests
improved teamwork and communication
enhanced focus and a proactive approach to service provision
reduced negative business impact
better managed infrastructure and improved control
improved usage of IT support resources and increased productivity of business
personnel
more meaningful management information for decision support
274
Service Operation Functions Service Operation Functions Service Desk Service Desk
BENEFITS BENEFITS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
275 275
User/Customer service not considered as priority
Users do not call Service Desk, but try to go around it to the person know,
the one who helped them so well last time
Lack of awareness and understanding of the needs of the business and/or
users
Over reliance on technology (products)
Insufficient or inadequate skill levels (Service Desk staff)
275
Service Operation Functions Service Operation Functions Service Desk Service Desk
RISKS RISKS
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
276
Functions
Service
strategy
Service
design
Service
operation
Service
transition
Continual
service
improvement
7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Transition & Planning
Change mgmt
Asset & conf mgmt
Release & Depl mgmt
Validation & testing
Evaluation mgmt
Knowledge mgmt
Application mgmt
Functions
IT Operation mgmt
Service Desk
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Event mgmt
Technical
mgmt
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
277 277
Technical Management - Goals
Technical Management refers to the groups, departments or teams that
provide technical expertise and overall management of the IT Infrastructure.
It provides the actual resources to support the ITSM Lifecycle. Technical
Management ensures that resources are effectively trained and deployed to
design, build, transition, operate and improve the technology required to
deliver and support IT services.
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
278 278
Technical Management - Activities
Generic to the Technical Management function
Identifying the knowledge and expertise required to manage and operate the IT Infrastructure.
Documentation of the skills that exist, as well as those skills that need to be developed.
Initiating training programs to develop and refine the skills.
Design and delivery of training for users, the Service Desk and other groups.
Recruiting or contracting resources.
Definition of standards used in the design of the IT infrastructure.
Research and development of solutions.
Involvement in the design and building of new services.
Involvement in projects.
Managing vendors.
Definition and management of Event Management standards and tools.
Support individual processes.
Set of discrete activities which are preformed by all three functions
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
279 279
Technical Management - Organization
Mainframe team or department.
Server team or department.
Storage team or department.
Network Support team or department.
Desktop team or department.
Database team or department.
Middleware team or department.
Directory Services team or department.
Internet or Web team or department.
Messaging team or department.
IP-based Telephony team or department
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
280 280
Technical Management -Metrics
Measurement of agreed outputs.
Process metrics.
Technology performance.
Mean Time Between Failures of specified equipment.
Measurement of maintenance activity.
Training and skills development.
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
281 281
Technical Management -Documentation
Technical documentation
Technical manuals
Management and administration manuals
User manuals for Configuration Items (CIs)
Maintenance Schedules
Skills Inventory
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
282
Functions
Service
strategy
Service
design
Service
operation
Service
transition
Continual
service
improvement
7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Transition & Planning
Change mgmt
Asset & conf mgmt
Release & Depl mgmt
Validation & testing
Evaluation mgmt
Knowledge mgmt
Application mgmt
Functions
Technical mgmt
Service Desk
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Event mgmt
IT Operation
mgmt
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
283 283
IT Operations Management - Goals
Responsible for monitoring activities and events in IT infrastructure
The department, group or team of people responsible for performing the
organizations day-to-day operational activities.
Function responsible for the ongoing management and maintenance of an
organizations IT Infrastructure to ensure delivery of the agreed level of IT
services to the business.
TIP: Not responsible for - first line Incident investigation and diagnosis logged by users
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
284 284
IT Operations Management Activities
IT Operations Control - oversees the execution and monitoring of the operational
activities and events in the IT Infrastructure
Console Management,
Job Scheduling,
Backup and Restore,
Print and Output management,
Maintenance activities
Facilities Management - refers to the management of the physical IT environment,
typically a Data Centre or computer rooms and recovery sites together with all the power
and cooling equipment
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
285 285
IT Operations Management Metrics
Successful completion of scheduled jobs
Number of exceptions to scheduled activities and jobs
Number of data or system restores required
Equipment installation statistics
Process metrics. IT Operations Management execute many Service
Management process activities. Their ability to do so will be measured as part
of the process metrics where appropriate
Maintenance metrics
Facility metrics
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
286 286
IT Operations Management Documentation
Standard Operating Procedures
Operations Logs
Shift Schedules and Reports
Major events
Any exceptions
Uncompleted activities
Operations Schedule
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
287
Functions
Service
strategy
Service
design
Service
operation
Service
transition
Continual
service
improvement
7-Steps improvement
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Service reporting
Service measurement
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Transition & Planning
Change mgmt
Asset & conf mgmt
Release & Depl mgmt
Validation & testing
Evaluation mgmt
Knowledge mgmt
IT Operation mgmt Functions
Technical mgmt
Service Desk
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Event mgmt
Application
mgmt
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
288 288
Application Management - Goals
Responsible for managing applications throughout their lifecycle.
The Application Management function is performed by any department, group
or team involved in managing and supporting operational applications.
Application Management also plays an important role in the design, testing
and improvement of applications that form part of IT services.
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
289 289
Application Management Application lifecycle
Requirements
Optimize
Operate
Deploy
Build
Design
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
290 290
Application Management - Activities
Identifying the knowledge and expertise required
Initiating training programmes
Recruiting or contracting resources
Design and delivery of end-user training.
Definition of standards
Research and Development of solutions
Involvement in the design and building of new services.
Involvement in projects.
Designing and performing tests
Managing vendors
Involvement in definition of Event Management
Provide resoures to the processes
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
291 291
Application Management - Organization
Organization based on:
The purpose of the application.
The functionality of the application.
The platform on which the application runs.
The type or brand of technology used
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
292 292
Application Management - Roles
Applications Managers/Team-leaders
Overall responsibility for leadership
Provide technical knowledge
Ensure necessary training
Ongoing communication
Report to senior management
Preform line management
Applications Analyst/Architect
Working with users, sponsors, other stakeholders
Working with technical management
Preforming cost/benefit analysis
Developing operational models
Developing standards
Creating test requirements
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
293 293
Application Management - Metrics
Measurement of agreed outputs
Process metrics
Application performance
Measurement of maintenance activity
Training development
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
294 294
Application Management - Documentation
Application Portfolio
Application Requirements
Use and Change Cases
Design documentation
Manuals
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
295 295
QUIZ
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
296
1. Which of the following BEST describes a Service Request?
A. A request from a User for information, advice or for a Standard Change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a Self-Help web-based
interface
D. Any Request for Change (RFC) that is low risk and can be approved by the
Change Manager without a Change Advisory Board (CAB) meeting
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
297
2. Which of the following is NOT a valid objective of Request Fulfillment?
A. To provide information to users about what services are available and
how to request them
B. To update the Service Catalogue with services that may be requested
through the Service Desk
C. To provide a channel for users to request and receive standard
services
D. To source and deliver the components of standard services that have
been requested
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
298
3. What are Request Models used for?
A. Capacity Management
B. Modeling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk
approaches such as local or remote
D. Identifying frequently received user requests and defining how they should be
handled
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
299
4. Which process is responsible for monitoring an IT Service and
detecting when the performance drops below acceptable limits?
A. Service Asset and Configuration Management
B. Event Management
C. Service Level Management
D. Performance Management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
300
5. What are the categories of event described in the ITIL Service
Operation book?
A. Informational, Scheduled, Normal
B. Scheduled, Unscheduled, Emergency
C. Informational, Warning, Exception
D. Warning, Reactive, Proactive
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
301
6. The BEST definition of an Incident is:
A. An unplanned disruption of service unless there is a backup to that
service
B. An unplanned interruption or reduction in the quality of an IT Service
C. Any disruption to service whether planned or unplanned
D. Any disruption to service that is reported to the Service Desk,
regardless of whether the service is impacted or not
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
302
7. Which of the following statements about Incident reporting and
logging is CORRECT?
A. Incidents can only be reported by users, since they are the only people
who know when a service has been disrupted
B. Incidents can be reported by anyone who detects a disruption or
potential disruption to normal service. This includes technical staff
C. All calls to the Service Desk must be logged as Incidents to assist in
reporting Service Desk activity
D. Incidents reported by technical staff must be logged as Problems
because technical staff manage infrastructure devices not services
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
303
8. Which of the following is NOT a valid objective of Problem Management?
A. To prevent Problems and their resultant Incidents
B. To manage Problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring Incidents
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
304
9. In which of the following situations should a Problem Record be created?
A. An event indicates that a redundant network segment has failed but it has not
impacted any users
B. An Incident is passed to second-level support
C. A Technical Management team identifies a permanent resolution to a number
of recurring Incidents
D. Incident Management has found a workaround but needs some assistance in
implementing it
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
305 305
10. What is the objective of Access Management?
A. To provide security staff for Data Centers and other buildings
B. To manage access to computer rooms and other secure locations
C. To manage access to the Service Desk
D. To manage the right to use a service or group of services
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
306 306
11. Which of the following BEST describes the goal of Access Management?
A. To provide a channel for users to request and receive standard services
B. Provides the rights for users to be able to use a service or group of services
C. To prevent Problems and resulting Incidents from happening
D. To detect security events and make sense of them
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
307 307
12. Access Management is closely related to which other processes?
A. Availability Management only
B. Information Security Management and 3rd line support
C. Information Security Management and Availability Management
D. Information Security Management only
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
308
13. Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the Service Desk for service requests
B. Web front-end
C. Menu-driven range of self help and service requests
D. A direct interface into the back-end process-handling software
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
309
14. Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
310 310
15. Which of the following BEST describes Technical Management?
A. A Function responsible for Facilities Management and building control
systems
B. A Function that provides hardware repair services for technology involved in
the delivery of service to customers
C. Senior managers responsible for all staff within the technical support Function
D. A Function that includes the groups, departments or teams that provide
technical expertise and overall management of the IT Infrastructure
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
311 311
16. Which of the following functions would be responsible for management of a
data centre?
A. Technical Management
B. Service Desk
C. IT Operations Control
D. Facilities Management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
312 312
17. Which Functions are included in IT Operations Management?
A. Network Management and Application Management
B. Technical Management and Change Management
C. IT Operations Control and Facilities Management
D. Facilities Management and Release Management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
313 313
18. Which role or function is responsible for monitoring activities and events in the
IT Infrastructure?
A. Service Level Management
B. IT Operations Management
C. Capacity Management
D. Incident Management
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
314 314
19. Which of the following is NOT a responsibility of Application
Management?
A. Ensuring that the correct infrastructure management skills are
available
B. Assisting in the design of the application
C. Providing guidance to IT Operations about how best to manage the
application
D. Contributing to the decision on whether to buy or build an application
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
315
Continual Service Improvement
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
316
Processes
Service
strategy
Service
design
Service
operation
Continual
service
improvement
Event mgmt
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
7-Steps
Improvement
Service Reporting
Service
Measurement
Service
transition
Transition & Planning
Change mgmt
Asset & Conf mgmt
Release & Depl. mgmt
Validation & Testing
Knowledge mgmt
Evaulation mgmt
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
317
Continual Service Improvement
Purpose
Aims to continually align IT services to changing business needs
by identifying and implementing improvements
Continually looking for ways to improve process efficiency and
effectiveness as well as cost effectiveness
Existing
services and
processes
Improved
services and
processes
Continual
Service
Improvement
Processes
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
318
Baselines are:
markers or starting points for later comparison.
used to establish an initial data point to determine if a service or
process needs to be improved.
documented, recognized and accepted throughout the
organization.
Baselines must be established at each level:
strategic goals and objectives,
tactical process maturity,
operational metrics,
Key Performance Indicators.
Service Measurement Key Terms
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
319
Continual Service Improvement values Key Terms
Improvements expressed by measurable increase in a desirable metric or decrease
in an undesirable metric.
Benefits - The gain achieved implemented of improvements.
Value on Investments (VOI) - The extra value created by establishment of benefits
that include non-monetary or long-term outcomes.
Return on Investment (ROI) - The added monetary value as a percentage. ROI is a
subcomponent of VOI.
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
320
Processes
Service
strategy
Service
design
Service
operation
Continual
service
improvement
Event mgmt
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Service
transition
Transition & Planning
Change mgmt
Asset & Conf mgmt
Release & Depl. mgmt
Validation & Testing
Knowledge mgmt
Evaulation mgmt
7-Steps
Improvement
Service measurement
Service Reporting
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Continual Service Improvement Goal
To continually improve services provided by IT Service
provider
To continually improve service assets
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
322
The 7-Step Improvement Process
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
323
Based on Business vision, strategy, goals:
1. Define what you should measure
2. Define what you can measure
3. Gather the data
4. Process the data
5. Analyze the data
6. Present and use the Information
7. Implement corrective action
The 7-Step Improvement Process - - Activities
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
324
Processes
Service
strategy
Service
design
Service
operation
Continual
service
improvement
Event mgmt
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Service
transition
Transition & Planning
Change mgmt
Asset & Conf mgmt
Release & Depl. mgmt
Validation & Testing
Knowledge mgmt
Evaulation mgmt
Service
Reporting
Service measurement
7-Steps improvement
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
325
Identify the purpose, the target audience and content
for the reporting
Right content to the right audience
Service Reporting - Goals
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
326
Service Reporting Key terms
Reporting policies & rules:
Define targeted audience
Agreement on what to measure
Agreement on definition of all terms and boundaries
Basis of all calculations
Access to report
Meetings schedule
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
327
Processes
Service
strategy
Service
design
Service
operation
Continual
service
improvement
Event mgmt
Service catal. mgmt
Availability mgmt
Info & Security mgmt
Supplier mgmt
Incident mgmt
Request Fulfillment
Problem mgmt
Access mgmt
Service level mgmt
Capacity mgmt
IT service cont.mgmt
Strategy Generation
Service Port. mgmt
Demand mgmt
Financial mgmt
Service
transition
Transition & Planning
Change mgmt
Asset & Conf mgmt
Release & Depl. mgmt
Validation & Testing
Knowledge mgmt
Evaulation mgmt
Service
Measurement
Service reporting
7-Steps improvement
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
328
Create the Service Measurement Framework
(SMF)
Ensure SMF adds value to reporting in terms
of Availability of the service, Reliability of the
service and Performance of the service.
Service Measurement - Goal
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Service Measurement - Activities
Understand the business process
Decide what needs to be measured
Services
Components
Processes
Activities
Outputs
Define target values
Building the framework
Defining the procedures and policies
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
330
Metrics:
define what is to be measured
are a system of parameters or ways of quantitative assessment
Include the way of how the measurement is carried out
Types of metrics:
Technology metrics
Process metrics
Service metrics
Service Measurement Key Terms
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
331
Define critical success factors of the service (CSF)
Define Key performance Indicators (KPI)
Choose relevant metrics
Establish Measurements
Service Measurement Establishing measurements
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
332
Continual Service Improvement - Models
Deming Cycle
CSI Model
RACI Matrix
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
333
Continual Service Improvement- Deming cycle
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
334
The Continual Service Improvement cycle
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Raci matrix
R- responsible
Role responsible to execute the work
One per line
Can be delegated
A- accountable
Role accountable that the work will be done
One per line
Can not be delegated
C- communicated
Role which must be consulted before the work is done
Can be more per line
I- informed
Role which must be informed when work is done
Can be more per line
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
336
Continual Service Improvement - Roles
Service manager
Service owner
Process owner
CSI manager
Reporting analyst
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
337
Continual Service Improvement - Risks
Being over-ambitious dont try to improve everything at once
Implementing CSI with no resources people must be dedicated to success
Skipping steps in 7-Step Improvement Process
Lack of making strategic, tactical and operational decisions
Lack of meeting with the business to understand new business requirements
Not involving the right people at all levels to plan, build, test and implement the
improvement
Removing testing before any implementation
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
338
Continual Service Improvement - Summary
CSI is a overarching phase of the Service Lifecycle; provides feedback and control for all
the other phases for better quality and value to the business
Main inputs of CSI are existing services and processes and the main outputs are
improved services and processes
Key processes: The 7-Step Improvement Process, Service Reporting, Service
Measurement
Baselines are used to determine if services or processes need to be improved
Qualitative and quantitative KPI`s are used to monitor processes (less are more)
CSI can be supported by different models; Deming Cycle, CSI Model, Service gap model,
RACI Matrix
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
339 339
Quiz
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
340
Quiz
1.What are the three types of metrics that an organization should collect to support Continual
Service Improvement?
A. Return On Investment (ROI), Value On Investment (VOI), quality
B. Strategic, tactical and operational
C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
D. Technology, process and service
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
341
Quiz
2.In the Continual Service Improvement model, the stage 'How do we get there?' is
underpinned by which set of activities?
A. Baseline assessments
B. Service and process improvements
C. Taking measurements and recording metrics
D. Setting measurement targets
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
342
Quiz
3.Which stage of the Continuous Service Improvement (CSI) model stages is BEST
described as 'Understand and agree on the priorities for improvement based on a deeper
development of the principles defined in the vision'?
A. Where are we now?
B. Where do we want to be?
C. How do we get there?
D. Did we get there?
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
343
Quiz
4.Undertaking a gap analysis is a key activity within which part of the Deming Cycle for
improving services and service management processes?
A. Plan
B. Do
C. Check
D. Act
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
5. A Process Owner has been identified with an "I" in a RACI matrix.
Which of the following would be expected of them?
A. Tell others about the progress of an activity
B. Perform an activity
C. Be kept up to date on the progress of an activity
D. Manage an activity
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
Quiz
6. What guidance does ITIL give on the frequency of production of service reporting?
A. Service reporting intervals must be defined and agreed with the
customers
B. Reporting intervals should be set by the Service Provider
C. Reports should be produced weekly
D. Service reporting intervals must be the same for all services
ITIL v3 Foundation Course
Service Management IDC Central Europe, Service Management
believe or not, that`s it:o)))