Information Technology Infrastructure Library (ITIL)-Introduction

Why IT Service Management is Needed?

 Higher IT service quality is always required while fewer resources are available
o Users are not interested in the processes / technology, rather they just
need to utilize the service to achieve business goals
o As users are usually not directly responsible for the costs of IT services,
they would endlessly request more and more IT services with higher and
higher standards / quality
 Changes to business and technology happen continually that would affect IT
systems and processes
o Nowadays, IT services are increasingly provided as business services to
the external customers (e.g. in the past, bank customers would need to go
to a local bank to request a transaction with the bank teller who would
make use of the IT system to retrieve the account and record the
transaction; nowadays, customers would directly make transaction online
or in ATMs where the IT services are directly used by the customers)
 The need to balance IT services request and quality with available resources to
deliver the maximum value to the business -> IT service management

What is IT Service Management?

IT Service

 [definition] A service is a means of delivering value to customers by facilitating

outcomes customers want to achieve without the ownership of specific costs
and risks
o e.g. Email service: business users just make use of email service for
communication needs, the management, cost and risks (e.g. security,
hardware, virus, etc.) are not their concerns
o outcome is the result of carrying out an activity, including intended and
actual results
o two types of customers: internal (within the same organization) and
external (outside the organization)
o external services provide a more direct and visible contribution to the
business outcome than internal services
 Information Technology Infrastructure Library (ITIL)-Introduction

 [definition] IT Service – A service provided by an IT service provider. An IT

service is made up of a combination of information technology, people and
processes. A customer-facing IT service directly supports the business
processes of one or more customers and its service level targets should be
defined in a service level agreement. Other IT services, called supporting
services, are not directly used by the business but are required by the service
provider to deliver customer-facing services.
 IT Services consist of taking care the design, implementation and maintenance
of all the components that are required to fulfill a business objective for the users
(i.e. IT and business integration, not just IT and business alignment)
 Values of IT services
o Create values for the business by supporting business processes
o Create values for end customers
o Reduce costs / increase productivity (enhance performance)
o Manage costs / risks / issues more effectively
o Reduce / remove constraints (e.g. not enough bandwidth)
o Facilitate achievement of outcomes (e.g. students registering for a class)
 Customer Satisfaction is at the core of judgment of the quality of the services.
Service costs (total cost of ownership (TOC), return on investment (ROI) or
overall cost) will be a major factor to be considered by the customers.
 Types of services – according to the value for customers
o Core Services: required directly by customers to deliver an intended
outcome
o Enabling Services: needed to ensure core services can be delivered
successfully, not visible to customers
o Enhancing Services: created to add features / values to the customers,
not essential
 Types of IT services – according to the customer types
o Supporting Services (infrastructure services): not directly visible to
customers, managed with operation level agreements
o Internal Customerfacing Services: enable internal customers to carry
out its business process, managed with service level agreements
o External Customerfacing Services: used by the external customers, can
be the business process itself, managed with contracts
 Information Technology Infrastructure Library (ITIL)-Introduction

 A service package is a collection of two or more [generic] services that have

been combined to offer a solution to a specific type of customer need or to
underpin specific business outcomes. A service package may consists of any
types of services. The generic services used in this way can achieve economy of
scale.
 In case if there is a need for giving options on warranty and/or utility for
components of a service package, different service level packages can be
offered as service options.

Stakeholders

 [definition] Stakeholders are individuals or groups that have an interest in an

organization, service, or project and are potentially interested or engaged in the
activities, resources, targets, or deliverables from service management.
o Internal stakeholders: within the service provider organization
o External stakeholders: outside customers, users, suppliers (vendors,
network providers)
 [definition] Service providers are organizations supplying services to one or
more internal or external customers.

IT Service Management

 [definition] Service Management is a set of specialized organizational

capabilities for providing value to customers in the form of services.
o Capabilities: functions and processes for managing services over a
lifecycle
o Specialized: in strategy, design, transition, operation, and continual
improvement
o The capabilities represent a service organization’s capacity, competency,
and confidence for action. The act of transforming resources into
valuable services is at the core of service management. Without these
capabilities, a service organization is merely a bundle of resources that by
itself has relatively low intrinsic value for customers.
 [definition] IT Service Management: The implementation and management of
quality IT services that meet the needs of the business. IT service management
 Information Technology Infrastructure Library (ITIL)-Introduction

is performed by IT service providers (to internal or external customers) through

an appropriate mix of people, process and information technology.
o Make use of best practices (a set of generic (high level) guidelines based
on the successful experiences of a number of organizations) in service
management, adapt and apply for the business to save cost and improve
quality
o [definition] Good practice could be either an application of best practice, or
an input into best practice
 Types of IT Service Providers
o Type I: Internal Service Provider – service providers located within the
business unit, maybe several internal service providers within an
organization
o Type II: Shared Services Unit – supports several business units, e.g.
centralized IT department
o Type III: External Service Provider – delivers services to external
customers
 Suppliers vs Providers
o suppliers only provide an element of the service which is not visible to the
customer

Process

 A process is a set of activities designed to turn input(s) into output(s) to

accomplish a specific objective (need to be measurable, expressing in terms
business benefits for business goals), often including feedback (report,
measurements (metrics)) from the output to be used for process improvements
 Processes may include roles, responsibilities, tools and management controls
(actions, dependencies, and sequence) and are supported by the enablers
(resources and capabilities).
 The process is considered effective if all the objectives of the output are met.
 Each process is owned by a process owner responsible for the process and
improvement, ensuring the process meets the defined objectives
 Once defined, processes need to be documented and controlled (repeatable
and manageable)
 Information Technology Infrastructure Library (ITIL)-Introduction

 Process Characteristics:
o Measurable (performance based e.g. cost, quality, productivity, duration)
o Deliver specific identifiable and countable results
o Meet the expectations of the customers / stakeholders
o Respond to specific events (called triggers)

Business Process, IT Process and IT Service

 IT teams provide the service to enable the business process to be automated.

 IT team will need to take reference to the ITIL® best practice of IT
processes to deal with a particular business process
 Benefits of Process Automation with IT Service:
o Capacity Management – Improve quality, i.e. can respond to variation in
demand, less time restrictions
o Optimization – handle complex tasks better
o Measurement – for improvement as human factor is ruled out
o Reduce costs (users can self-serve) and risks (human errors)
o Knowledge Capture – reduce variations as the process is well studied and
documented
 The tasks should be well studied and only “simple” and routine tasks with
recognizable patterns can be automated
 Areas of service management ideal for automation:
o design and modeling (for project and forecasting)
o service catalog (capture demand for services)
o pattern recognition and analysis
o classification, prioritizing and routing
o detection and monitoring
o routine service requests

Functions and Roles

 [definition] Function: A team or group of people and the tools they use
(resources) to carry out one or more processes or activities
o Functions are self-contained units responsible to carry out the tasks to
create specific outcomes
 Information Technology Infrastructure Library (ITIL)-Introduction

o provide structure and stability to the organization

o have their own body of knowledge accumulated through experience
o e.g. technical management, application management, operations
management functions, service desk
 [definition] Role: A set of responsibilities, activities and authorities granted to a
person or team
o triggers to play the role are determined by processes (by the line-
manager)
o one person/team can take up several roles in different context
o e.g. change management role, capacity management role
 Defined roles in ITIL®:
o Group – a number of people performing similar activities, not formal
structure
o Team – a more formal structure for people working together with a
common objective
o Department – a formal organizational structure with a hierarchical
structure
o Division – a number of departments forming a self-contained unit

What is Information Technology Infrastructure Library (ITIL®)?

 ITIL® stands for Information Technology Infrastructure Library, it is a collection of

best practice in IT service management. The core component of ITIL® consists of
five books featuring service strategy, service design, service transition, service
operation and continual service improvement. The ITIL® forms the framework for
IT governance within the organizations.
 ITIL® has been widely adopted by the public and private sectors around the
world, reaping benefits of improved quality, cost saving and better governance.

Why Information Technology Infrastructure Library (ITIL®)?

ITIL® is recognized as a world-wide best-practice approach for delivering IT services

and IT service management by focusing on the processes, functions, and
capabilities required to support IT services in businesses. It helps organizations to
gain competitive advantage by ensuring they are utilizing the best-practice
 Information Technology Infrastructure Library (ITIL)-Introduction

approaches to IT available – helping IT services to meet the needs of the customers

within the budget in an cost-effective way. There are different sources of the best
practices: proprietary knowledge / internal experience, standards / industry practice
and training and education / academic research.

ITIL® is considered one of the standards containing the body of knowledge in best
practice and is being adapted by organizations worldwide to establish and improve
capabilities in service management.

 It works – as ITIL® embraces a practical approach with a common framework

 Vendor-neutral – not tied to any technology, platform or industry, owned by the
UK Government
 Non-prescriptive – designed for all types of organizations, advocates “adopt and
adapt”, doesn’t specify how the best practices are to be structured or carried out
 Best practice – accumulated through experiences by service providers
worldwide

ITIL® enables organizations to deliver benefits, values and return on investment on a

sustainable approach. It allows a cultural shift by the adoption of standard approach
to service management across the entire organization.

ITIL® standardizes the strategic approach to the management of services, the

performing organizations just need to make minor adjustments to meet their
business needs. This is the core of ITIL®’s approach to service management.

The ITIL® Service Lifecycle

 ITIL® consists of the following components:

o The ITIL® Core: a set of five publications containing the best practice
guidance applicable to all organizations providing services
o The ITIL® Complementary Guidance: a auxiliary set of publications
(online or printed) detailing the application of ITIL® to specific industries,
organization and technology platform
 Organizations practicing ITIL® may get certified under ISO/IEC 20000

The ITIL Foundation Certificate

 Information Technology Infrastructure Library (ITIL)-Introduction

The ITIL® v3 Foundation Certification is the entry level certification of the ITIL®
qualification scheme. It aims at certifying that the holder of certificate has gained
knowledge of the terminology, structure and basic concepts of the ITIL® framework
and has an understanding of the core principles of ITIL® service management. One
can get training and exam online through accredited education for the ITIL®
Foundation Exam

Why getting ITIL® v3 Foundation 2011 Certification?

(Note: ITIL® v3 Foundation 2011 Certification is the most current version of the
exam.)

 You are working in a company practicing ITIL® IT Service Management

methodology
 You want to apply for jobs to companies practicing ITIL®
 You want to have an understanding of ITIL®
 You want to earn PDU for your PMP® Certification renewal
 You want to advance in your career in IT
 You want to become a know-it-all IT developer (that’s me, I want to know all
the best practices in IT so that I can apply these in my work)

About ITIL® Foundation Examination

 No work experience required – anyone wishing to get the ITIL® foundation

certificate can apply to sit for the exam with self-study, however, most of the
exam vouchers for ITIL® foundation must be purchased in a bundle with
exam prep materials
 A must for people intending to get ITIL® Intermediate Certification or above
 Is a close book examination
 Can be taken online (in a proctored environment) or in paper
 Answer 40 multiple choice questions (only 1 correct answer) within an hour (if
your mother tongue is not English, you will get an extra 15 minutes) –
according to most ITIL® foundation exam takers, an hour is way more than
enough
 The passing mark is 65% (i.e. 26 correct answers out of 40)
 Information Technology Infrastructure Library (ITIL)-Introduction

ITIL® Foundation Examination Syllabus

Candidates will be tested on the following components of the ITIL® framework.

Important topics appear in bold. (The words in the brackets indicate the depth of the
of the knowledge required for that component, comprehension means a high level
understanding of what it is and how it works while awareness means knowing its
existence and functions.)

 Service management as a practice

 The ITIL® service lifecycle
 Generic concepts and definitions
 Key principles and models
 Selected processes
 Selected functions
 Selected roles
 Technology and architecture (awareness)
 Competence and training (awareness)

For the ITIL® service lifecycle, there are 5 stages and a total of 26 process and 4
functions

Service Life Cycle Stage Processes and Functions

Service Strategy  Strategy Management For IT
Services, Service Portfolio
 Guidance for organizations on
Management
o how to think and act in a
 Business Relationship
strategic manner
Management
o how to turn service
 Financial Management For IT
management into strategic
Services
assets for strategic growth
 Demand Management
by understanding the cost
and value of the services
o how to clarify relationships
between various services,
systems, or processes and
 Information Technology Infrastructure Library (ITIL)-Introduction

the business models,

strategies, or objectives

Service Design  Design Coordination

 Service Catalog Management
 Guidance for organizations on
 Service Level Management
o how to design and develop
 Availability Management
services / service
 Capacity Management
management processes
 IT Service Continuity Management
o how to convert strategic
 Information Security Management
objectives into portfolios of
 Supplier Management
services and service assets
 applicable for existing services
requiring changes / improvements
 integrate people, process,
products and partners

Service Transition  Transition Planning and Support

 Change Management
 Guidance for organizations on
 Service Asset & Configuration
o how to build and test the
Management
services
 Release & Deployment
o how to transit new /
Management
improved services into
 Service Validation and Testing
operation (live
 Change Evaluation
environment)
 Knowledge Management
o how to effectively realize
the Service Strategy as
planned in Service Design
in Service Operation and
control risks
o how to manage changes of
services / service
management
 Information Technology Infrastructure Library (ITIL)-Introduction

 combine release management,

program management and risk
management in the context of
service management
 from testing to live; from one
organization to another

Service Operation  Event Management

 Incident Management
 Guidance for organizations on
 Request Fulfillment
o how to coordinate daily
 Problem Management
operation and deploy the
 Access Management
services to operation
 Functions: IT Operations,
o how to deliver value with
Technical Management,
quality, efficiency and
Application Management, Service
effectiveness by service
Desk
operation and support
o how to maintain stability
while allowing for changes
o how to exercise reactive
and proactive control
o how to support operation
through new models and
architectures (e.g. web
services, mobile e-
commerce, cloud
computing, etc.)
 Execute the plans and measure
the results
 A critical capability as strategic
objectives are realized in
operation

Continuous Service Improvement Seven-Step Improvement Process

 Information Technology Infrastructure Library (ITIL)-Introduction

 Guidance for organizations on

o measurement, reporting
and improvement on
services, processes and
technology for every stage
in the lifecycle
o how to continually monitor,
maintain and create value
to users through better
design, transition and
operation
o how to link improvement
efforts and outcomes with
service strategy, design,
and transition through the
closed-loop PDCA (plan,
do, check, act) model
o how to continually align to
changing business needs
 Combine quality management,
change management and
capability improvement

The ITIL® Qualification Scheme

There are currently six levels for the ITIL® Qualification Scheme (ITIL®v3
Certification):

 ITIL® Foundation Level

 ITIL® Practitioner (newly added in 2016)
 ITIL® Intermediate Level (Lifecycle Stream / Capability Stream)
 Information Technology Infrastructure Library (ITIL)-Introduction

 ITIL® Managing Across the Lifecycle

 ITIL® Expert
 ITIL® Master

ITIL® Foundation Certification

The ITIL® Foundation Certification aims at raising the awareness of IT service

practitioners about Service Management. It tests candidates’ overall understanding
of the ITIL® framework as well as the elements, concepts and terminology as
outlined in the ITIL® Service Lifecycle.

The ITIL® Foundation Certification is a close book examination which can be taken
online or in paper-based format. Candidates need to answer 40 multiple choice
questions within 1 hour. The passing mark is 65% (i.e. minimum 26 correct answers
out of 40 questions).

There are no pre-requisites of the ITIL® Foundation Certification. Anyone

interested in knowing the ITIL® framework can apply to take the exam and they can
either take courses to prepare for the exam.Candidate wishing to earn the ITIL®
Intermediate or above levels should pass the Foundation Certification first.

Assessment Test

1. What is Information Technology Infrastructure Library (ITIL)?

A. Rules for achieving recognized IT standards

B. Good advice about how to manage IT services

C. Advice on managing projects

D. Advice on the technical requirements for infrastructure

2. What is an IT service provider?

A. An internal IT department

B. An external outsourced IT department

 Information Technology Infrastructure Library (ITIL)-Introduction

C. Either an internal IT department or an external IT department

D. A business unit

3. Who “owns” ITIL?

A. The U.S. government

B. Microsoft

C. The U.K. government

D. The Open Group

4. Which of these is not a stage in the ITIL service lifecycle?

A. Service design

B. Service implementation

C. Continual service improvement

D. Service operation

5. Which of the following is the main goal of the Incident Management process?
A. Restoring normal service as quickly as possible
B. Collecting all information relating to an Incident
C. Communicating with all interested parties
D. Ensuring that all Incidents are logged