Module

1 Introduction
ITIL® Foundation with Case Study

Module 1
Introduction

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 1
Module
1 Introduction
ITIL® Foundation with Case Study

Welcome and Logistics

!  Introductions vice
Ser ent
!  Goals and objectives for the l em

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!  Schedule overview Se tio

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 2
Module
1 Introduction
ITIL® Foundation with Case Study

Goals and Objectives for the Course

!  The purpose of this course is to build a fundamental understanding of IT
Service Management (ITSM) and ITIL® as approached in the latest 2011
edition set of books.

By the conclusion of this class, you will:

!  Understand the purpose of the service Life Cycle and ITIL® processes and the
relationships and associated roles and responsibilities of each.
!  Learn the importance of using a standardized vocabulary to describe Service
Management concepts.
!  Gain an understanding of the relevance of Service Management to your own
organization
!  Upon completion of the course, you will be fully prepared to take the examination
for the ITIL® 2011 Edition Foundation Certificate in IT Service Management.

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 3
Module
1 Introduction
ITIL® Foundation with Case Study

Schedule Overview
Day Day Day
Time
1 2 3
Recap Day 1 Recap Day 1 & 2
Welcome &
Introduction Service Design 2 Continual Service
Service Transition 1 Improvement 1
Morning
Break Break Break
Continual Service
Service Strategy 1 Service Transition 2
Improvement 2
Lunch Lunch Lunch

Service Strategy 2 Service Operation 1 Sample Exam

Break Break Break

Afternoon Evaluation and Closure
Service Operation 2
Exam
Service Design 1
Discussions, Homework and
Course Administration
Revision prep

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 4
Module
1 Introduction
ITIL® Foundation with Case Study

Foundation exam

!  40 multiple choice questions

!  65% score to pass (26 correct to pass)
!  1 hour
!  Closed book

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 5
Module
1 Introduction
ITIL® Foundation with Case Study

What is ITIL®?

!  ITIL® is an acronym for the IT Infrastructure Library

!  Set of best practice publications for IT service management
!  Describes the IT Service Life Cycle in 5 books
!  Provides a baseline for planning, implementation and measurement

ITIL ® Continual Service Improvement ITIL ® Service Operation ITIL ® Service Transition

ANAGE ANAGE ANAGE

TM TM TM
ME

ME
BES

BES
2011 edition 2011 edition

ME
BES
2011 edition
NT PRAC

NT PRAC

NT PRAC
T

T
UC

UC

UC
TIC TIC
E PROD E PROD TIC
E PROD

ITIL ® Service Design

ANAGE
TM
ME
BES

2011 edition
NT PRAC
T
UC

TIC
E PROD

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 6
Module
1 Introduction
ITIL® Foundation with Case Study

History

!  Emerged in the 1980s

!  ITIL v2 in 2001 

!  ITIL v3 in 2007

!  ITIL 2011 edition in 2011

!  ITIL is non-proprietary

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 7
Module
1 Introduction
ITIL® Foundation with Case Study

Overview of ITIL® Key Lifecycle Phases and Outputs

Requirements The Business / Customers

Change Proposals
Service Strategy Resource and and Service
Charters
Management System (SKMS)

Policies Constraints
Strategies
Service Knowledge

Service Design
Service Design Packages
Standards
Architectures
Solution Designs

Implementation of
Service Transition Transition Plans
SKMS Updates
Tested Solutions
New / Changed /
Retired Services

Service Operational / Live

Portfolio Achievements Services
Service Operation Business Value
Against Targets

Service
Catalog
Continual Service
Improvement CSI Register, Improvement Actions
and Plans

Integration Across the Service Lifecycle

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 8
Module
1 Introduction
ITIL® Foundation with Case Study

So what is ITIL®?

!  ITIL® Core
!  ITIL® Complementary Guidance m entary Public
ple at
io
!  ITIL® Live (Web-support services) om ice
v
er ent

ns
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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 9
Module
1 Introduction
ITIL® Foundation with Case Study

!  ITIL® Certification Scheme

!  Under the ITIL® Certification Program, different levels of certification are

available
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 10
Module
1 Introduction
ITIL® Foundation with Case Study

Why is ITIL® successful?

!  Best practice
Common framework m entary Public
ple
!  at
m io
!  Non-prescriptive o ice
v
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ns
C
S
!  Vendor-neutral l em

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!  Non-proprietary rvice ransiti

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p p o rt S e r vi

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 11
Module
1 Introduction
ITIL® Foundation with Case Study

Key Benefits of ITIL®

!  Reduced costs
!  Improved IT services through leveraging best-practice processes
!  Improved customer satisfaction
!  Balanced and flexible approach to service provision
!  Well-designed services that meet current and future customer needs
!  Ability to quickly adapt to evolving business needs and maturity
!  Improved internal and external communication
!  Improved metrics to understand the quality and value of the services provided

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 12
Module
1 Introduction
ITIL® Foundation with Case Study

Service Management Best Practice

Sources of Best Practice Enablers

!  Standards !  Employees !  Consultants
!  Industry Practices (ITIL®) !  Customers !  Technologies
!  Academic Research !  Suppliers
!  Training & Education
!  Internal experience
Adapt Your ITSM approach to
the Organization

Drivers Scenarios
!  Substitutes !  Competition
!  Regulators !  Compliance
!  Customer !  Commitments

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 13
Module
1 Introduction
ITIL® Foundation with Case Study

Best Practice in the Public Domain

Standards and Frameworks Proprietary Knowledge

!  Validated across diverse !  Deeply embedded in organizations

environments and situations !  Customized for local context
!  Easier to acquire !  Poorly documented
!  Knowledge distributed through !  Difficult to adopt
training and certification !  Available through purchase or
!  ISO/IEC 20000, ISO/IEC 27001, license
ITIL®, COBIT®, LEAN, Six Sigma

Adopt and Adapt

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 14
Module
1 Introduction
ITIL® Foundation with Case Study

Value of Service Management Best Practice

Quality and Consistency of services provided

Cost and Risk associated with service provision

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 15
Module
1 Introduction
ITIL® Foundation with Case Study

What is a Service?

Services
Services are a means of delivering value to customers by facilitating the outcomes
customers want to achieve without the ownership of specific costs and risks.

Service Provider
A Service Provider is an Organization supplying Services to one or more Internal or
External Customers.

“People want a quarter-inch hole, not a quarter-inch drill.”

- Professor Theodore Levitt, Harvard Business School

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 16
Module
1 Introduction
ITIL® Foundation with Case Study

Types of Services

Services

Internal External
Delivered between business units or Delivered to external customers
departments in the same organization

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 17
Module
1 Introduction
ITIL® Foundation with Case Study

What is an IT Service?

Customer
Outcome

Customer
Process Claims Business Process supported by
(Business Unit Application Service
Claims Department)

IT Service IT Service e.g. Case Management

Application Service

IT Assets Technical IT Operations Application Service

(managed by functions) Management Management Management Desk

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 18
Module
1 Introduction
ITIL® Foundation with Case Study

Types of Services

Services can be further classified in terms of how they relate to one another and to
customers

Customer

Core Services Enhancing

Services

Enabling Services Enabling Services

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 19
Module
1 Introduction
ITIL® Foundation with Case Study

Service Management

Service Management
A set of specialized organizational capabilities for providing value to
customers in the form of services.

IT Service Management (ITSM)

The implementation and management of quality IT services that meet
the needs of the business.
IT service management is performed by IT service providers through
an appropriate mix of people, process and information technology.

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 20
Module
1 Introduction
ITIL® Foundation with Case Study

Service Management

!  Challenges of Service Management Capabilities

!  Intangible nature of output and products
!  Demand tightly coupled with customer’s assets
!  High level of contact for producers and customers
!  Perishable nature of service output and capacity

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 21
Module
1 Introduction
ITIL® Foundation with Case Study

Three Types of Service Providers

Corporation

Business Business Shared

Unit 1 Unit 2 Service Unit

Internal Internal
Service Service
Provider A Provider B

External Service Provider

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 22
Module
1 Introduction
ITIL® Foundation with Case Study

Stakeholders in Service Management

Customers Buy goods or services

Users Consume and request services

Suppliers Supply goods or services needed to deliver IT services.

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 23
Module
1 Introduction
ITIL® Foundation with Case Study

Types of Customers

Customers

Internal External
Customers working for the same Customers working for a different
business as the Service Provider business from the Service Provider

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 24
Module
1 Introduction
ITIL® Foundation with Case Study

What are Service Assets?

Management

Organization

Capabilities Process

Knowledge

Assets Capabilities coordinate, People

control, and deploy
Resources People

Financial Capital

Resources Infrastructure

Applications

Information

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 25
Module
1 Introduction
ITIL® Foundation with Case Study

Governance

!  Governance is the single overarching area that ties IT and the business
together
!  policies and strategies are implemented
!  process correctly followed
!  roles and responsibilities defined
Corporate
!  measuring and reporting Governance
!  complemented by Management Systems

IT Finance
Governance Governance

Other
Governance

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 26
Module
1 Introduction
ITIL® Foundation with Case Study

Processes
A structured set of activities designed to accomplish a specific objective.
A process takes one or more defined inputs and turns them into outputs.

Inputs Processes Outputs

Processes define actions, dependencies and sequence. Well-defined

processes improve productivity within and across organizations and
functions.

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 27
Module
1 Introduction
ITIL® Foundation with Case Study

Process Model
Process Control

Process Policy
Process Owner Process Objectives
Triggers
Process
Documentation Process Feedback

Process

Process Metrics
Process Activities Process Roles
Process Process
Inputs Process Process Outputs
Procedures Improvements
Process Work
Including process
Instructions
reports and reviews
Process Enablers

Process
Process Resources
Capabilities

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 28
Module
1 Introduction
ITIL® Foundation with Case Study

Process Characteristics

!  Measurable
!  Specific results
!  Customers
!  Responsiveness to specific triggers

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 29
Module
1 Introduction
ITIL® Foundation with Case Study

Roles in Service Management

A role is a set of responsibilities, activities and authorities granted to a person or team.

!  Key roles in ITIL® include:

Service Process Process Process

Owner Owner Manager Practitioner

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 30
Module
1 Introduction
ITIL® Foundation with Case Study

Assigning Roles & Responsibilities (RACI)

!  Used to define roles and responsibilities in relation to processes

and activities INC INC Tier I Tier II
Management Management Service Desk, Support Group,
!  Responsible Process Owner Process INC INC
Manager Practitioner Practitioner
!  Accountable
3
2
6 1
5
4

!  Consulted Process Design

A R I I
!  Informed
Staff Training
A R I I

Incident Identification
A R I

Record & Categorize

A R I

Classify &
Initial Support A R/I I

Investigate &
Diagnose A R C/I

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 31
Module
1 Introduction
ITIL® Foundation with Case Study

Functions in Service Management

A team or group of people and the tools or other resources they use to carry out
one or more processes or activities

!  Service desk
!  Technical Management
!  Application Management
!  IT Operations Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 32
Module
1 Introduction
ITIL® Foundation with Case Study

Risk Management
A risk is “uncertainty of outcome”

Risk management is the process of identifying, assessing and controlling risks.

!  Risk Assessment
Risk of firewall intrusion?

?
!  Risk identification
!  Quantification of Impact & Probably
!  Mitigation strategies definition
!  Risk Management
!  Monitor risks 2 3
1
5 6
4

!  Identification, selection and

adoption of countermeasures
Risk of capacity related
outage due to lack of
monitoring capabilities?

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 33
Module
1 Introduction
ITIL® Foundation with Case Study

The ITIL® Service Life Cycle

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 34
Module
1 Introduction
ITIL® Foundation with Case Study

Service Life Cycles

Service Demand /
Value

Build Operate Decommission

Period of initial investment and Period that the perceived value of the Threshold under which a Service no
building of the Service. Build cost will service justifies the investment longer adds enough value to justify
be recovered in operations phase the cost of operation. It should be
improved to extend it’s economic Life
Cycle or be decommissioned

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 35
Module
1 Introduction
ITIL® Foundation with Case Study

The Service Life Cycle is divided into 5 Phases

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 36
Module
1 Introduction
ITIL® Foundation with Case Study

Introduction to the Service Life Cycle Stages

!  Align IT Strategy !  Design services !  Transition the !  Demonstrate

to Business and their Service into value by
Strategy and supporting operation operating the
define how you systems aligned according to service to
are going to with those customer customer
help the outcomes requirements requirements
business and realize the
achieve their business case
outcomes

Strategy Design Transition Operation

Continual Service Improvement

!  Continuously improve services and service management practices throughout all

life cycles to improve customer value

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 37
Module
1 Introduction
ITIL® Foundation with Case Study

Challenge

!  Sample Exam Questions vice

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 38
Q
Module
1 Introduction
ITIL® Foundation with Case Study

1. What is the term for customers of IT services who

work in the same organization as the service
provider?

Answer

Question A.  Strategic customers

B.  External customers
C.  Valued customers
D.  Internal customers

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 39
Q
Module
1 Introduction
ITIL® Foundation with Case Study

2. Which of the following are sources of best practice?

1.  Academic research
2.  Internal experience
3.  Industry practices

Question Answer
A.  All of the above
B.  1 and 3 only
C.  1 and 2 only
D.  2 and 3 only

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 40
Q
Module
1 Introduction
ITIL® Foundation with Case Study

3. Which one of the following is NOT a characteristic of

a process?

Answer
A.  It is measureable
Question B.  It delivers specific results
C.  It responds to specific events
D.  It is a structure within an organization

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 41
Q
Module
1 Introduction
ITIL® Foundation with Case Study

4. In which of the following areas would ITIL®

complementary guidance provide assistance?
1.  Adapting best practice for specific industry
sectors
2.  Integrating ITIL® with other operating models

Question Answer
A.  Both of the above
B.  Neither of the above
C.  Option 1 only
D.  Option 2 only

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 42
Q
Module
1 Introduction
ITIL® Foundation with Case Study

5. Which of the following is NOT a source of best

practice?

Answer
A.  Standards
Question B.  Technology
C.  Academic research
D.  Internal experience

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 43
Q
Module
1 Introduction
ITIL® Foundation with Case Study

6. What is the term for a service delivered between two

business units in the same organization?

Answer
A.  Strategic service
Question B.  Delivered service
C.  Internal service
D.  External service

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 44
Q
Module
1 Introduction
ITIL® Foundation with Case Study

7. From the perspective of the service provider, who is

the person or group that agrees their service targets?

Answer
A.  The user
Question B.  The customer
C.  The supplier
D.  The administrator

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 45
Module
1 Introduction
ITIL® Foundation with Case Study

Introduction

!  Thank you for your attention vice

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 46
Module
2 Service Strategy
ITIL® Foundation with Case Study

Module 2
Service Strategy

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 1
Module
2 Service Strategy
ITIL® Foundation with Case Study

Introducing the Service Life Cycle Service Desk

Design
Coordination IT Operations
Management = Not in scope of training
Transition
Service Level Planning & = Process in scope of training
Application
Management Support = Function in scope of training
Management

Capacity Change Technical

Management Management Management

Strategy Service
Availability Event
Management for Validation &
Management Management
IT Services Testing
Business IT Service Release & Incident
Relationship Continuity Deployment Management
Management Management Management

Demand Info Security Change Request

Management Management Evaluation Fulfilment

Service Portfolio Supplier Service Asset & Access

Management Management Configuration Management
Management

Financial Service Catalog Knowledge Problem

Management Management Management Management

Strategy Design Transition Operation

Continual Service Improvement

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 2
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Strategy – Main purpose

!  First answer the WHY then the HOW question

Why have a Service Strategy?

Creating a vision aligning to the Customer will ensure
Long term survival

How can a Service Provider be successful in a market

which has alternatives?

How can a Service Provider demonstrate value to the

business?

How can a Service Provider create Service Assets that

support business outcomes?

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 3
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Strategy – Objectives

Understanding what strategy is

Clear identification of services and their customers

Ability to define how value is created and delivered

Identification of opportunities to provide services

A clear service provision model

Understanding the organizational capability required to deliver the strategy

Understanding how service assets are used to deliver services

Processes that define the strategy of the organization and support delivering
that strategy
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 4
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Strategy – Scope

Service strategy scoping consists of two aspects:

!  Defining a strategy whereby a service provider will deliver
services to meet a customer’s business outcomes
!  Defining a strategy for how to manage those services

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 5
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Strategy – Value to Business (1/2)

!  Supports linking activities to outcomes that are critical to customers

!  Enables accurate understanding of the types & levels of service which will
please the customers
!  Enables quicker & effective response to changes in the business
environment (this contributes to establishing competitive advantages)
!  Supports creating & maintaining a portfolio of quantified services which
produce positive ROI

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 6
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Strategy – Value to Business (2/2)

!  Facilitates functional & transparent communication with the customer

!  Provides improved efficiency and organization

Customer Outcomes (examples)

5% Higher
Productivity of
personnel 95% of 20.000
Insurance claims
15% reduction processed within 2
in production business days
cost of electric
guitars

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 7
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Value Definition

!  Definition of value Service Value = Utility + Warranty

Performance supported? Fit for purpose?

OR Utility
Constraints removed?

Value
Available enough?

Capacity enough?
AND Warranty
Continuous enough? Fit for use?

Secure enough?

Perception is also an important factor in determining value

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 8
Module
2 Service Strategy
ITIL® Foundation with Case Study

Value Creation through Services

!  Service Assets improve IT Services, which improve customer Assets needed to
achieve customer outcomes

IT Service IT Service Customer Customer

Outcomes
Assets (examples) Assets (examples)
!  IT resources "  Insurance Claims !  Customer "  95% of 20.000
!  Financial application resources Insurance claims
capital !  Financial
Services with high processed within 2
!  Infrastructure capital
availability !  Infrastructure business days
!  Applications
!  Information "  Production !  Applications "  15% reduction in
!  People Automation IT !  Information production cost of
!  IT capabilities Services !  People electric guitars
!  Management !  Customer
Corporate capabilities 5% Higher
Organization
"  " 
! 
!  Processes Messaging !  Management Productivity of
!  Knowledge Services !  Organization personnel
!  People !  Business
Processes
!  Knowledge
!  People
Improve Improve Improve
performance performance performance

Question: can you deliver an IT Service efficiently without knowing Customer Outcomes?
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 9
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Value – Conclusion

Calculating the economic value of a service can sometimes
be straightforward in financial terms

Value is not defined strictly in terms of the customer’s

business outcomes; it is also highly dependent on
customer’s perceptions

Perceptions of value are influenced by expectations

IT organizations must shift their emphasis from

efficient utilization of resources to the effective
realization of customer outcomes

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 10
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Portfolio Management

Purpose vice
! 
Ser ent
!  Objectives l em

pr a
Im tinu
ov

Co Imp
Scope
! 
rv ice Transi

nti rove
Se tio

Con
!  The Service Portfolio

nua ment
e Stra

n
vic

l Service
S e r vi c e D e

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Ser

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ITIL®

pe
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O
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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 11
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Portfolio Management – Purpose

!  To ensure that the service provider has the right mix of

services to balance the investment in IT with the ability to
meet business outcomes
!  The Service Portfolio represents the commitments and investments
made by a service provider across all customers and marketplaces
The Business (Customers)

Business Business
unit 1 unit 3
Corporate HR

Business
unit 2
Sales

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 12
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Portfolio Management – Objective (1/2)

To determine which services to provide based on potential return &
acceptable risk

To maintain the definitive portfolio of services provided

To evaluate how services achieve their strategy, and to respond to changes

To control which services are offered, under what conditions and at what
level of investment

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 13
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Portfolio Management – Objective (2/2)

To track the investment in services throughout their lifecycle

To analyze which services are no longer viable and when they should be
retired

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 14
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Portfolio Management – Scope

Service Portfolio
Service description and Chartering of
Service Pipeline Service based on expected Value on
Investment of the business case
Future service offerings

Continual evaluation of Value on

Service Catalog Investment (VOI) against the business case
Present service offerings
Keep track of retired services and their
Retired Service original customer requirements for future
re-use and knowledge management
Past service offerings

Example of possible Service statuses as services progress through the Service life-cycle and are
Service Portfolio tracked and managed within the Service Portfolio. In this example the status “Production” means
that the Service is visible to customers in the “Service Catalog” (see Service Design)

Define Analyze Approve Charter Design Test Production Retired

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 15
Module
2 Service Strategy
ITIL® Foundation with Case Study

Financial Management

Purpose vice
! 
Ser ent
!  Objectives l em

pr a
Im tinu
ov

Co Imp
Scope
! 
rv ice Transi

nti rove
Se tio

Con
!  The Business Case

nua ment
e Stra

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S e r vi c e D e

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Ser

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ITIL®

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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 16
Module
2 Service Strategy
ITIL® Foundation with Case Study

Financial Management – Purpose and Scope

Purpose Process Scope

"  Secure the appropriate level of funding to

design, develop and deliver services that Budgeting
meet the strategy of the organization
"  Act as a gatekeeper that ensures that the
service provider does not commit to Accounting
services that they are not able to provide
"  Identifying the balance between the cost
and quality of service and maintains the Charging
balance of supply and demand between
the service provider and their customers

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 17
Module
2 Service Strategy
ITIL® Foundation with Case Study

Financial Management – Objectives

Define & maintain a cost framework

Evaluate financial impact

Secure funding

Facilitate good stewardship

Understand relationship between expenses and income

Managing expenditure

Execute financial policies

Accounting

Forecasting

Recovering costs
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 18
Module
2 Service Strategy
ITIL® Foundation with Case Study

Financial Management – Business Case

A Business Case is a
decision support and
A financial analysis, for
planning tool and
example, is frequently
model that projects
central to a sound
the likely
Consequences/ Business Case
consequences of a
business action benefits can take on
qualitative and
quantitative
dimensions

“you are free to make your choices but you are not
free to choose the consequences”
-  Stephen R. Covey

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 19
Module
2 Service Strategy
ITIL® Foundation with Case Study

Business Relationship Management

!  Purpose vice
Ser ent
!  Objectives l em

pr a
Im tinu
ov

Co Imp
!  Scope
rv ice Transi

nti rove
Se tio

Con

nua ment
e Stra

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vic

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S e r vi c e D e

teg
Ser

r a ti o n
ITIL®

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O
s e
S e r vic

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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 20
Module
2 Service Strategy
ITIL® Foundation with Case Study

Business Relationship Management – Purpose

!  The purpose of the business relationship management process is two-fold:

!  To establish and maintain a business relationship

between the service provider and the customer
based on understanding the customer and its
business needs

!  To identify customer needs and ensure that the

service provider is able to meet those needs as
business needs change over time

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 21
Module
2 Service Strategy
ITIL® Foundation with Case Study

Business Relationship Management – Objectives (1/2)

Ensure high levels of customer satisfaction, indicating that the service
provider is meeting the customer’s requirements

Establish and maintain a constructive relationship between the service

provider and the customer based on understanding the customer and
their business drivers

Identify changes to the customer environment that could potentially

impact the type, level or utilization of services provided

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 22
Module
2 Service Strategy
ITIL® Foundation with Case Study

Business Relationship Management – Objectives (2/2)

Establish and articulate business requirements for new services or
changes to existing services

Work with customers to ensure that services and service levels are able to
deliver value

Mediate in cases where there are conflicting requirements for services

from different business units

Establish formal complaints and escalation processes for the customer

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 23
Module
2 Service Strategy
ITIL® Foundation with Case Study

Business Relationship Management – Scope

Business outcomes that the customer wants to achieve

Services that are currently offered to the customer, and

the way in which they are used by the customer

Technology trends that could impact current services and the

customer, and the nature of the potential impact

Reviewing, measuring and improving performance of

Service Design activities

Levels of customer satisfaction, and what action plans have been put in
place to deal with the causes of dissatisfaction

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 24
Module
2 Service Strategy
ITIL® Foundation with Case Study

Business Relationship Management – Scope

How to optimize services for the future

How the service provider is represented to the customer. This at

times means raising concerns around commitments that the business
made to IT but is not meeting

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 25
Module
2 Service Strategy
ITIL® Foundation with Case Study

Challenge

!  Sample Exam Questions vice

Ser ent
l em

pr a
Im tinu
ov

Co Imp
rv ice Transi

nti rove
Se tio

Con

nua ment
e Stra

n
vic

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S e r vi c e D e

teg
Ser

r a ti o n
ITIL®

pe
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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 26
Q
Module
2 Service Strategy
ITIL® Foundation with Case Study

1. Which of the following can be found in the Service

Portfolio?
1.  Service Assets
2.  Service Pipeline
3.  Retired Services
Question 4.  Service Catalog

Answer
A.  1 and 4 only
B.  1, 2 and 3 only
C.  2, 3 and 4 only
D.  All of the above

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 27
Q
Module
2 Service Strategy
ITIL® Foundation with Case Study

2. Which of the following types of service should be

included in the scope of service portfolio
management?
1.  Those planned to be delivered
2.  Those being delivered

Question 3.  Those that have been withdrawn from service

Answer
A.  1 and 3 only
B.  All of the above
C.  1 and 2 only
D.  2 and 3 only

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 28
Q
Module
2 Service Strategy
ITIL® Foundation with Case Study

3. What do customer perceptions and business

outcomes help to define?

Answer
A.  The value of a service
Question B.  Governance
C.  Total cost of ownership (TCO)
D.  Key performance indicators (KPIs)

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 29
Q
Module
2 Service Strategy
ITIL® Foundation with Case Study

4. What should a service always deliver to customers?

Answer
A.  Applications
B.  Infrastructure
Question C.  Value
D.  Resources

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 30
Q
Module
2 Service Strategy
ITIL® Foundation with Case Study

5. Which of the following provide value to the business

from service strategy?
1.  Enabling the service provider to have a clear
understanding of what levels of service will make
their customers successful

Question 2.  Enabling the service provider to respond quickly

and effectively to changes in the business
environment
3.  Reduction in the duration and frequency of
service outages

Answer
A.  All of the above
B.  1 and 3 only
C.  1 and 2 only
D.  2 and 3 only

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 31
Q
Module
2 Service Strategy
ITIL® Foundation with Case Study

6. Which of the following identify the purpose of

business relationship management?
1.  To establish and maintain a business
relationship between service provider and
customer

Question 2.  To identify customer needs and ensure that the

service provider is able to meet these needs

Answer
A.  Both of the above
B.  1 only
C.  2 only
D.  Neither of the above

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 32
Q
Module
2 Service Strategy
ITIL® Foundation with Case Study

7. Which of the following is the correct definition of an

outcome?

Answer
A.  The results specific to the clauses in a service level
Question agreement (SLA)
B.  The result of carrying out an activity, following a
process or delivering an IT service
C.  All the accumulated knowledge of the service
provider
D.  All incidents reported to the service desk

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 33
Q
Module
2 Service Strategy
ITIL® Foundation with Case Study

8. Which of the following provide value to the business

from service strategy?
1.  Enabling the service provider to have a clear
understanding of what levels of service will make
their customers successful

Question 2.  Enabling the service provider to respond quickly

and effectively to changes in the business
environment
3.  Supporting the creation of a portfolio of
quantified services

Answer
A.  All of the above
B.  1 and 3 only
C.  1 and 2 only
D.  2 and 3 only

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 34
Q
Module
2 Service Strategy
ITIL® Foundation with Case Study

9. What is the primary focus of Business Relationship

Management?

Answer
A.  Management, control and prediction of the
Question performance, utilization and capacity of individual
elements of IT technology
B.  Review of all capacity supplier agreements and
underpinning contracts with supplier management
C.  Management, control and prediction of the end-to-
end performance and capacity of the live,
operational IT services
D.  The service provider used an established business
relationship with the customer to identify customer
needs

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 35
Module
2 Service Strategy
ITIL® Foundation with Case Study

Service Strategy

!  Thanks for your attention vice

Ser ent
l em

pr a
Im tinu
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Co Imp
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Se tio

Con

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S e r vi c e D e

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ITIL®

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Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 36
Module
3 Service Design
ITIL® Foundation with Case Study

Module 3
Service Design

e
rvic t
e n
pr a l Seme
Im tinu
ov

Co Imp
T
rvice ransiti

nti rove
e
Con

S o

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S e r vi c e D e

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ITIL®
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Continual Se

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 1
Module
3 Service Design
ITIL® Foundation with Case Study

Introducing the Service Life Cycle Service Desk

Design
Coordination IT Operations
Management = Not in scope of training
Transition
Service Level Planning & = Process in scope of training
Application
Management Support = Function in scope of training
Management

Capacity Change Technical

Management Management Management

Strategy Service
Availability Event
Management for Validation &
Management Management
IT Services Testing
Business IT Service Release & Incident
Relationship Continuity Deployment Management
Management Management Management

Demand Info Security Change Request

Management Management Evaluation Fulfilment

Service Portfolio Supplier Service Asset & Access

Management Management Configuration Management
Management

Financial Service Catalog Knowledge Problem

Management Management Management Management

Strategy Design Transition Operation

Continual Service Improvement

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 2
Module
3 Service Design
ITIL® Foundation with Case Study

Service Design – Main Purpose

!  First answer the WHY then the HOW question

Why do we spend time on Service Design?

To deliver high-quality, cost effective services and to
ensure that the business objectives are being met!

How can the service provider ensure a holistic results-

driven approach to design?

How can the service provider ensure functional as well

as management and operational elements are addressed?

How can the service provider adopt and implement

standardized approaches to service design?

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 3
Module
3 Service Design
ITIL® Foundation with Case Study

Service Design – Objectives

Design services that satisfy business objectives

Minimize overall costs of service provision

Design secure and resilient IT infrastructures

Design measurement methods and metrics for assessing design processes

and their deliverables

Produce and maintain IT plans, processes, policies, architectures, frameworks

and documents

Contribute to improvement of quality of IT services by reducing need

for rework

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 4
Module
3 Service Design
ITIL® Foundation with Case Study

Service Design – Value to Business

!  Reduced Total Cost of Ownership (TCO)

!  Improved alignment, quality and consistency of service
!  Easier implementation of new or changed services
!  More effective service performance
!  Improved IT governance
!  More effective Service Management and IT processes

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 5
Module
3 Service Design
ITIL® Foundation with Case Study

Implementing Service Management as a Practice

!  The scope of Service Design covers four P’s
!  Implementing ITSM as a practice is about preparing and planning the effective
and efficient use of the four P’s

PROCESS PRODUCT PARTNER PEOPLE

ITSM Efficient Suppliers Motivated

processes service integrated professionals
covering the management with our who enable
service tooling processes the IT
lifecycle and enables and aligned strategy to
aligned to efficient to business achieve it's
business process goals objectives
objectives execution

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 6
Module
3 Service Design
ITIL® Foundation with Case Study

Holistic Service Design

!  An integrated, holistic approach to design

should cover the 5 aspects of service
design
Service solutions
!  If any one aspect is changed, it must be for new or
checked against each other aspect to changed services
ensure integration and consistency

Management
Required information
processes systems and
tools
5 Aspects of
Service
Design

Technology
Measurement architectures and
methods and management
metrics architectures

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 7
Module
3 Service Design
ITIL® Foundation with Case Study

Service Design Package

A document or set of documents defining all aspects of an IT

service and its requirements through each stage of its lifecycle

!  Produced during the design phase

!  An SDP is produced for each new IT service, major change, removal of a service
or change to the SDP itself
!  Passed to Service Transition
!  Includes requirements, service design, organizational readiness assessment,
service lifecycle plan

Improve Improve Improve

performance performance performance

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 8
Module
3 Service Design
ITIL® Foundation with Case Study

Design Coordination

vice
Ser ent
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Co Imp
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Se tio

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S e r vi c e D e

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ITIL®

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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 9
Module
3 Service Design
ITIL® Foundation with Case Study

Design Coordination – Purpose

!  Ensure the goals and objectives of the service design stage are met by providing and
maintaining a single point of coordination and control for all activities and processes
within this stage of the service lifecycle

Aspects of SD Processes
Service Design
Service catalog
Service solutions for new or Management
changed services
Service Level
Management
Management information
systems and tools Capacity Management

Availability
Technology architectures and Design Coordination Management
management architectures
IT Service Continuity
Management
Measurement methods
and metrics Info Security
Management

Required processes Supplier Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 10
Module
3 Service Design
ITIL® Foundation with Case Study

Design Coordination – Objectives

Ensure consistent design of services, tools, architectures, metrics and
processes

Coordinate all design activities across projects; mitigate conflicts

where required

Plan and coordinate resources and capability

Produce Service Design Packages

Ensure service models and solution designs conform to strategic

requirements

Improve the effectiveness and efficiency of service design activities

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 11
Module
3 Service Design
ITIL® Foundation with Case Study

Design Coordination – Scope

Assisting and supporting each project or other change

through all Service Design activities

Maintaining policies, guidelines, standards, and budgets

for Service Design activities

Coordinating, prioritizing and scheduling

Service Design resources

Reviewing, measuring and improving performance of

Service Design activities

Ensuring the production of SDPs and their

handover to Service Transition

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 12
Module
3 Service Design
ITIL® Foundation with Case Study

Design Coordination Recap

!  In short Design Coordination ensures that the Service Design Package is
completed on time within budget and against customer requirements

Requests
Requirements Process

Budget

SDP

Time

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 13
 Module
3 Service Design
ITIL® Foundation with Case Study

Intro to Service Catalog and the Service Level Management

Hello, what Services and Service Hi, I would like to order the
Levels from the Service Catalog can I Corporate “ABC” Application
sign you up for? SERVICE LEVEL Service with “Bronze” (95%
CUSTOMER
MANAGER
availability) Service Level for my
Sure I’ll sign you up for those Service 100 claims people and my 20
Levels finance people need the
“Gold” (99.5% availability)
We might be able to offer that higher Service Level Option
Service level, If our current OLA’s and
UC’s with our internal and external
service providers support that. I’ll get Great! Oh, before I forget,
back to you on that shortly actually my finance people
really need a (99.95%) service
We don’t offer web enabled level, is that possible?
applications at this time, as they are
not a standard on the Service Catalog. Customer Service Also is it possible to get the
However I’ll check if the requirement Requirements Catalog
application Web enabled so we
is already captured in the Service can access it from anywhere?
Portfolio Management Pipeline. I can
introduce you to the BRM who does
the intake for these new Service
requirements. If the Business case is
good and Service Design signs off, I Ok, I now know what to do.
don’t see why not we can not add this I’d also like to state that your new SLM Policy, which automatically invokes a
to the portfolio.
Service Improvement Program (SIP) when Service Levels are not met is
Be aware that It will take a while to greatly appreciated by my people.
build that Service though.
And thank the CSI manager who helped us bring about the improvement too
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 14
Module
3 Service Design
ITIL® Foundation with Case Study

Service Catalog Management

vice
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ITIL®

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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 15
Module
3 Service Design
ITIL® Foundation with Case Study

Service Catalog Management – Purpose

!  Provide and maintain a single source of consistent information on all
operational services and those being prepared to be run operationally

Service Portfolio

Service Pipeline
Future service offerings

Service Catalog

Present service offerings

Retired Service

Past service offerings

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 16
Module
3 Service Design
ITIL® Foundation with Case Study

Service Catalog Management – Objectives

Agree and document a service definition

Interface with Service Portfolio Management

Produce and maintain a Service Catalog

Interface with the business and IT Service Continuity Management

Interface with support teams, suppliers and Configuration Management

Interface with Business Relationship Management and Service Level

Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 17
Module
3 Service Design
ITIL® Foundation with Case Study

Service Catalog Management – Scope

Contribute to the definition of services and service packages

Produce and maintain an accurate service catalog

Maintain interfaces, dependencies and consistency between service

catalog and the service portfolio

Maintain interfaces and dependencies between

services and supporting services

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 18
Module
3 Service Design
ITIL® Foundation with Case Study

Examples of Service Catalog Structures

!  Three view structure
The Service Catalog
Wholesale Retail
Service Wholesale Wholesale Retail Retail Service
Catalog Customer 1 Customer 2 Customer 1 Customer 2 Catalog
View View

Service A Service B Service C Service D Service E

Service 1 Service 2 Service 3 Service 4 Service 5 Service 6

Supporting Service Catalog View

Links to Related
Information

Service Assets/Configuration Records

Key = Customer-Facing Services = Supporting Services

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 19
Module
3 Service Design
ITIL® Foundation with Case Study

Service Level Management

vice
Ser ent
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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 20
Module
3 Service Design
ITIL® Foundation with Case Study

Service Level Management – Purpose

!  Ensure all current and planned IT services are delivered to agreed upon achievable
targets
!  This is achieved through:

Negotiating

A constant cycle of
negotiating, agreeing, Agreeing
monitoring, reporting and Reviewing
reviewing IT service targets
and achievements

Reporting Monitoring

Instigation of actions to
correct or improve the level Costs
of service delivered

Profits

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 21
Module
3 Service Design
ITIL® Foundation with Case Study

Service Level Management – Objectives

Define, document, agree, monitor, measure, report and review the level of IT
services provided

Provide and improve relationship with business and customers

Ensure that specific and measurable targets are developed

for all services

Monitor and improve customer satisfaction

Ensure that IT and customers have unambiguous expectations

of service levels

Ensure improvement in levels of service delivered wherever it is

cost justifiable

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 22
Module
3 Service Design
ITIL® Foundation with Case Study

Service Level Management – Scope

Cooperation with the BRM process to develop relationships

Negotiation and agreement of current and future service

level requirements (SLR) and Service Level Agreements (SLA)

Development and management of appropriate Operational

Level Agreements (OLA) to ensure alignment with SLA targets

Reporting and management of service level

achievements and breaches

Periodic review, renewal or revision of SLAs,

service scope and OLAs

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 23
Module
3 Service Design
ITIL® Foundation with Case Study

Service Level Management Activities

Define,
document Monitor and
Negotiate, measure
Designing and agree Producing Conduct
document service
SLA requirements service service
and agree performance
frameworks and produce reports reviews
SLAs against SLAs
SLRs

D N A M M R R

Define Negotiate Agree Monitor Measure Report Review

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 24
Module
3 Service Design
ITIL® Foundation with Case Study

SLM Activity: Define SLA Framework

!  SLM must design the most appropriate SLA structure to ensure that all services
and customers are covered in a manner best suited to the organization’s needs
!  Potential options include:

Customer A Customer B Customer C Customer A Customer B Customer C

Service A Service B Service C Service A Service B Service C

Service-Based SLA Customer-Based SLA

Customer A Customer B Customer C Customer D

Service A Service B Service C Service D

Corporate-Level SLA
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 25
Module
3 Service Design
ITIL® Foundation with Case Study

Define, Document and Agree Requirements and Produce

SLRS
!  Service Level Requirement (SLR)
!  A customer requirement for an aspect of an IT service.
!  Service level requirements are based on business objectives and used to negotiate
agreed service level targets

SERVICE LEVEL
MANAGER
CUSTOMER
Here are my Service Level
Requirements. I would like to order
the Corporate “ABC” Application
Service with “Bronze” (95%
availability) Service Level for my 100
claims people and my 20 finance
people need the “Gold” (99.5%
availability) Service Level Option

Customer Service
Requirements Catalog

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 26
 Module
3 Service Design
ITIL® Foundation with Case Study

Negotiate, Document and Agree SLAS

Actually my finance people really need a
We might be able to offer that higher (99.95%) service level, is that possible?
Service level, If our current OLA’s and
UC’s with our internal and external
service providers support that. I’ll get
back to you on that shortly
SERVICE LEVEL CUSTOMER
MANAGER

Also is it possible to get the

We don’t offer web enabled
applications at this time, as they are application Web enabled so we
not a standard on the Service Catalog. can access it from anywhere?
However I’ll write down your
requirement and check if the
requirement is already captured in the
Service Portfolio Management
Pipeline. Never mind, I know our BRM
I can introduce you to the BRM who well, I’ll walk over to his office
does the intake for these new Service after this meeting
requirements. If the Business case is
good and Service Design signs off, I SLR Service
don’t see why not we can not add this Catalog
to the portfolio.
Yes I will gladly sign
Be aware that It will take a while to once I have made
build that Service though. my final review

I will document your SLR’s and draft

the SLA, for you to review, Once I get
the green light we can sign maybe as
early as 12 days from now

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 27
Module
3 Service Design
ITIL® Foundation with Case Study

Monitoring and measure Service Performance & produce

Service Level Reports Messaging (e-mail) January February March April

Realized Availability (Target is 99.5%) 99.8% 100% 99.45% 99.45%

!  A Service Level Agreement
Number of incidents per category January February March April
Monitoring (SLAM) Chart is Priority 1 0 0 1 0
used to help monitor and Priority 2 12 16 14 12
report achievements. A Priority 3 100 120 267 115

SLAM is typically color Priority 4 250 245 290 244

coded to show whether Service Request 90% delivered

January February March April
<48Hours
each agreed Service Level Add Mailbox 100% 100% 90% 94%
Target has been met, Remove Mailbox 82% 100% 92% 100%

missed, or nearly missed Add/modify/delete public

100% 90% 92% 100%
distribution list
during each of the Add/modify/delete public folders 100% 90% 91% 100%
previous time periods Add/modify/delete disclaimer users 100% 100% 80% 91%
93% 95% 94% 97%

#Service Requests January February March April

Add Mailbox 60 55 70 72

Remove Mailbox 45 60 45 50

Add/modify/delete public
10 0 12 9
distribution list

Add/modify/delete public folders 10 0 12 9

Add/modify/delete disclaimer users 2 4 6 8

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 28
Module
3 Service Design
ITIL® Foundation with Case Study

Conduct Service Review

!  Regularly scheduled meetings between customer and service provider to

review service achievements for the last period
!  Assign actions to customer and provider as appropriate to improve
weak area
!  Focus on service breaches to determine root cause and define what will be
done to prevent recurrence
!  Discussions may result in establishment of formal plans to implement
improvements to a process or IT service known as Service Improvement
Plans (SIP)

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 29
Module
3 Service Design
ITIL® Foundation with Case Study

Relationship between BRM and SLM

Business Relationship Management Service Level Management

Purpose Establish and maintain a business Negotiate SLAs (warranty terms)

relationship between the service with customers and ensure all
provider and customer based on service management processes,
understanding the customer and their OLAs and contracts are
business needs appropriate for the agreed
service level targets
Identify customer needs (utility and
warranty) and ensure the service
provider is able to meet those needs

Focus Strategic and tactical – focus is on Tactical and operational – focus

business needs and services provided is on agreeing service level
to meet those needs targets and monitoring whether
service provider was able to
meet those targets

Primary Measure Customer satisfaction Achieving agreed levels of

service

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 30
Module
3 Service Design
ITIL® Foundation with Case Study

Service Level Management – Agreements

SLR Service Level Requirement SLA Service Level Agreement
A customer requirement for an aspect An agreement between an IT service
of an IT service. Service level provider and a customer. A service level
requirements are based on business agreement describes the IT service,
objectives and used to negotiate documents service level targets, and
agreed service level targets. specifies the responsibilities of the IT
service provider and the customer. A
single agreement may cover multiple IT
services or multiple customers.

OLA Operational Level Agreement Contract Underpinning Contract

An agreement between an IT service A contract between an IT service
provider and another part of the same provider and a third party. The third
Agreement
organization. It supports the IT service party provides goods or services that
provider’s delivery of IT services to support delivery of an IT service to a
customers and defines the services to be customer. The underpinning contract
provided and the responsibilities of both defines targets and responsibilities that
parties. For example, are required to meet agreed service
!  Between the IT service provider and a level targets in one or more service level
procurement department to obtain agreements.
hardware in agreed times
!  Between the service desk and a
support group for incident response

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 31
Module
3 Service Design
ITIL® Foundation with Case Study

Warranty Processes

!  Capacity Management vice

Ser ent
!  Availability Management l em

pr a
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Co Imp
!  IT Service Continuity
rv ice Transi

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Management Se tio

Con

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!  Information Security e Stra

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Management

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 32
Module
3 Service Design
ITIL® Foundation with Case Study

Capacity Management

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 33
Module
3 Service Design
ITIL® Foundation with Case Study

Capacity Management – Purpose

!  To ensure the current and future capacity and performance demands of

the customer regarding IT service provision are delivered against
justifiable costs
!  Capacity Management ensures that cost justifiable IT capacity in all
areas of IT always exists and is matched to the current and future
agreed upon needs of the business, in a timely manner

Manages:

The right
At the right At the right For the right Against the
amount of
location time customer right cost
capacity

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 34
Module
3 Service Design
ITIL® Foundation with Case Study

Capacity Management – Objectives

Produce and maintain a Capacity Plan that reflects the current and future
needs of the business

Provide advice and guidance on capacity- and performance-related issues

Ensure service performance achievements meet or exceed all agreed

performance targets

Assist with diagnosis and resolution of performance- and capacity-related

Incidents and Problems

Assess the impact of changes to performance and capacity of all services

and resources

Ensure improvements to capacity where cost justifiable

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 35
Module
3 Service Design
ITIL® Foundation with Case Study

Capacity Management – Scope

Focal point for all IT performance and capacity issues

Encompass all areas of technology, including facilities space

and environmental capacity

Human resources where a lack may result in a breach

of an SLA

Monitoring and tuning

Understanding and influencing demand

Capacity Planning

Identify technological trends

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 36
Module
3 Service Design
ITIL® Foundation with Case Study

Capacity Management – Capacity Plan

!  The capacity plan documents current levels of resource utilization and forecasts
future requirements for resources needed to support IT services that underpin
business activities
!  Capacity Management sub-processes:
!  Business Capacity Management – translates business needs and plans into
requirements for service and IT infrastructure
!  Service Capacity Management – focuses on end-to-end performance and
capacity of operational service usage and workloads
!  Component Capacity Management – focuses on prediction of
performance, utilization and capacity of individual IT technology components

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 37
Module
3 Service Design
ITIL® Foundation with Case Study

Availability Management

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 38
Module
3 Service Design
ITIL® Foundation with Case Study

Availability Management – Purpose

!  Ensure the level of availability

delivered in all IT services meets
the agreed availability needs of
the business in a cost-effective
and timely manner

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 39
Module
3 Service Design
ITIL® Foundation with Case Study

Availability Management – Objectives

Produce and maintain an Availability Plan that reflects the current
and future needs of the business

Provide advice and guidance to business and IT on all availability-

related issues

Ensure service availability achievements meet or exceed agreed

targets

Assist with diagnosis and resolution of availability-related Incidents

and Problems

Assess impact of changes on the performance and availability of

services and resources

Ensure improvement to availability of services when cost justifiable

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 40
Module
3 Service Design
ITIL® Foundation with Case Study

Availability Management – Scope

Monitoring all aspects of availability, reliability and

maintainability of IT services and supporting components

Maintaining set of methods, techniques and calculations for

availability measurements, metrics and reporting

Actively participating in risk assessment

and management activities

Producing an availability plan

Influencing design of services and components to

align with business availability needs

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 41
Module
3 Service Design
ITIL® Foundation with Case Study

Availability Management – Concepts

!  Availability: The ability of a service, component or Configuration Item (CI)

to perform its function as required
!  Reliability: Measure of how long a service, component or CI can perform
its agreed function without interruption
!  MTBSI – Meantime between service incidents
!  MTBF – Meantime between failures
!  Maintainability: Measure of how quickly and effectively a service, component
or CI can be restored to normal working after a failure
!  MTRS – Meantime to restore service
!  Serviceability: Ability of a third-party supplier to meet the terms of its
contract

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 42
Module
3 Service Design
ITIL® Foundation with Case Study

Availability Management – Concepts

!  The ability of a service, component or CI to perform its function as required

Agreed service time (AST) — downtime

Availability (%) = ----------------------------------------------- X 100
AST

!  Service availability – involves all aspects of service availability and unavailability

!  Component availability – involves all aspect of component availability and
unavailability

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 43
Module
3 Service Design
ITIL® Foundation with Case Study

Availability Management – Vital business function

!  Vital Business Function (VBF): Reflects the business critical elements of the
business process supported by an IT service.
!  For example, the VBF for an ATM is to dispense cash (for the user) and to credit the
account (for the bank)
!  Providing a receipt, while useful, may be considered a non-critical business element
!  This distinction is important and should influence availability design and
associated costs

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 44
Module
3 Service Design
ITIL® Foundation with Case Study

IT Service Continuity Management (ITSCM)

vice
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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 45
Module
3 Service Design
ITIL® Foundation with Case Study

IT Service Continuity Management – Purpose

!  Through management of the critical risks which could

affect IT services, IT Service Continuity Management
supports the overall business continuity management
(BCM) process by ensuring the IT service provider can
always provide minimum agreed upon business continuity
related service levels

Accept Avoid

Risk
Reduce Transfer

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 46
Module
3 Service Design
ITIL® Foundation with Case Study

IT Service Continuity Management – Objectives

Develop and maintain Continuity Plans and IT recovery plans that support
the overall Business Continuity Plans (BCPs)

Complete regular Business Impact Analysis (BIA) exercises

Conduct regular risk assessment and management exercises

Provide advice and guidance on all continuity and recovery-related issues

Ensure appropriate continuity and recovery mechanisms are in place to

meet or exceed agreed business continuity targets

To assess the impact of all changes on the IT Service Continuity Plans and IT
recovery plans

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 47
Module
3 Service Design
ITIL® Foundation with Case Study

Scope of IT Service Continuity Management (ITSCM)

Align with Business Continuity Management (BCM)

Focus on business ‘Disaster’ events

IT Service Continuity Management supports the

IT Service requirements

Set critical requirements for survival

IT Service Continuity Management strategy and plans

Business Impact Analysis (BIA) helps define ‘Disaster’

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 48
Module
3 Service Design
ITIL® Foundation with Case Study

Business Impact Analysis (BIA)

!  The purpose of a BIA is to quantify the impact to the business of loss
of service
!  This impact could be a ‘hard’ impact that can be precisely identified – such as
financial loss – or ‘soft’ impact – such as public relations, moral, health and safety
or loss of competitive advantage
!  The BIA will identify the most important services to the organization and will
therefore be a key input to the business continuity strategy

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 49
Module
3 Service Design
ITIL® Foundation with Case Study

Risk Assessments
Second driver in determining IT Service Continuity
Management requirements is the likelihood that a disaster
or other serious service disruption will actually occur

This is an assessment of the level of threat and the extent to

which an organization is vulnerable to that threat

Risk assessment can also be used in assessing and reducing

the chance of normal operational incidents and is a
technique used by availability management to ensure the
required availability and reliability levels can be maintained

Risk assessment is also a key aspect of information

security management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 50
Module
3 Service Design
ITIL® Foundation with Case Study

Information Security Management

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 51
Module
3 Service Design
ITIL® Foundation with Case Study

Information Security Management – Purpose

!  To align IT security with business security and ensure that

the confidentiality, integrity and availability of an
organization’s assets, information, data and IT services
matches the agreed needs of the business

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 52
Module
3 Service Design
ITIL® Foundation with Case Study

Information Security Management – Objectives

Confidentiality: Information is disclosed to only those who have a right to
know

Integrity: Information is complete, accurate and protected against

unauthorized modification

Availability: Information is available and usable when required

Authenticity and Non-repudiation: Business transactions and information

exchanges can be trusted

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 53
Module
3 Service Design
ITIL® Foundation with Case Study

Information Security Management – Scope

Focal point for all IT security issues

Produce, maintain, enforce a security policy

Understand the business security environment (Business security,

future plans, legislature, risks and risk management)

Prioritization of confidentiality, integrity and availability

Implement and document controls

Manage supplier contracts regarding security

Manage security breaches

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 54
Module
3 Service Design
ITIL® Foundation with Case Study

Information Security Policy

!  The policy that governs to organization’s approach to Information Security
Management. The Security Policy should cover:
!  Use and misuse of IT assets policy
!  An access control policy
!  A password control policy
!  An email, Internet and anti-virus policy
!  An information classification policy
!  A document classification policy
!  A remote access policy
!  A policy with regard to supplier access of
IT service, information and components
!  An asset disposal policy

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 55
Module
3 Service Design
ITIL® Foundation with Case Study

Supplier Management

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 56
Module
3 Service Design
ITIL® Foundation with Case Study

Supplier Management – Purpose

!  To obtain value for money from suppliers

!  Suppliers are third-party entities responsible for supplying
goods and services required to deliver IT services
!  Supplier management ensures suppliers and the services
they provide are managed to support IT service targets and
business exceptions
Customers Users Suppliers

Those (making Those using Third party responsible for

decisions on) services on a day- supplying goods or services
buying goods to-day basis required to deliver IT Services

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 57
Module
3 Service Design
ITIL® Foundation with Case Study

Supplier Management – Objectives

Obtain value for money from supplier and contracts

Ensure that underpinning contracts and agreements with suppliers are

aligned to business needs

Support and align with agreed upon targets in SLRs and SLAs, in conjunction
with SLM

Manage relationships with suppliers

Manage supplier performance

Negotiate and agree upon contracts with suppliers and manage them
through their lifecycle

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 58
Module
3 Service Design
ITIL® Foundation with Case Study

Supplier Management – Scope

Management of all suppliers and contracts needed for the IT services

Provide insight in the impact of contracts on services

Understand how groups of individual contracts can contribute

to value creation

Prioritize how attention is divided across suppliers and contracts

Maintenance and reviews of contracts

Supplier Improvement plans

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 59
Module
3 Service Design
ITIL® Foundation with Case Study

Supplier Categorization
!  The supplier management process should be adaptive and managers should
spend more time and effort managing suppliers based on their importance to
your organization

High Strategic
suppliers
Value and importance

Operational
suppliers

Medium Tactical
suppliers

Low Commodity Operational

supplier suppliers

Low Medium High

Risk and impact
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 60
Module
3 Service Design
ITIL® Foundation with Case Study

Challenge

!  Sample Exam Questions vice

Ser ent
l em

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 61
Q
Module
3 Service Design
ITIL® Foundation with Case Study

1. The five aspects of service design include which of the

following:
1.  Service solution for new or changed services
2.  People, process, partners and products
3.  Technology architectures and management
Question architectures
4.  Measurement methods and metrics

Answer
A.  All of the above
B.  1, 3 and 4
C.  3 and 4 only
D.  1 only

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 62
Q
Module
3 Service Design
ITIL® Foundation with Case Study

2. The lifecycle stage that starts with a set of new or

changed business requirements and ends with the
development of a service solution designed to meet
the documented needs of the business is:

Question Answer
A.  Service Operation
B.  Service Portfolio Management
C.  Service Design Package
D.  Service Design

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 63
Q
Module
3 Service Design
ITIL® Foundation with Case Study

3. People, process, products and partners are BEST

known as:

Answer
A.  A holistic approach to Service Design
Question B.  Service Design Package
C.  Aspects of Design
D.  The four P’s of Service Design

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 64
Q
Module
3 Service Design
ITIL® Foundation with Case Study

4. The availability aspect of maintainability is a measure

of:

Answer
A.  How long a service, component or CI can perform its
Question agreed function without interruption
B.  How quickly and effectively a service, component or
CI can be restored to normal working after a failure
C.  The ability of a third-party supplier to meet the
terms of its contract
D.  The ability of a service, component or CI to perform
its agreed function when required

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 65
Q
Module
3 Service Design
ITIL® Foundation with Case Study

5. Capacity Management has the following

sub-processes:

Answer
A.  Business Capacity Management
Question B.  Component Capacity Management
C.  Service Capacity Management
D.  All of the above

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 66
Q
Module
3 Service Design
ITIL® Foundation with Case Study

6. The objectives of Service Catalog Management is

BEST described as:

Answer
A.  Manage the information contained in the Service
Question Catalog
B.  Ensure the Service Catalog is made available to
those approved to access it
C.  Ensure the service catalog supports the evolving
needs of all service management processes for
service catalog information
D.  All of the above are objectives of Service Catalog
Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 67
Q
Module
3 Service Design
ITIL® Foundation with Case Study

7. The Service Design process of _______________ produces

the Service Design Package for handoff to Transition
Planning and Support

Answer

Question A. 
B. 
Service Level Management
IT Service Continuity Management
C.  Design Coordination
D.  Vital Business Function

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 68
Q
Module
3 Service Design
ITIL® Foundation with Case Study

8. Service Level Management is focused on agreeing

________ and _______ while Supplier Management is
focused on maintaining _________

Answer

Question A. 
B. 
SLA, contracts, OLA
SLA, OLA, contracts
C.  Processes, measurements, partners
D.  SLR, measurements, shipments

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 69
Module
3 Service Design
ITIL® Foundation with Case Study

Service Design

!  Thank you for your attention vice

Ser ent
l em

pr a
Im tinu
ov

Co Imp
rv ice Transi

nti rove
Se tio

Con

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e Stra

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S e r vi c e D e

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ITIL®

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Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 70
Module
4 Service Transition
ITIL® Foundation with Case Study

Module 4
Service Transition

e
rvic t
e n
pr a l Seme
Im tinu
ov

Co Imp
T
rvice ransiti

nti rove
e
Con

S o

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e Stra

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S e r vi c e D e

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ITIL®
y

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S e r vic
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Impro v rvi
Continual Se

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 1
Module
4 Service Transition
ITIL® Foundation with Case Study

Introducing the Service Life Cycle Service Desk

Design
Coordination IT Operations
Management = Not in scope of training
Transition
Service Level Planning & = Process in scope of training
Application
Management Support = Function in scope of training
Management

Capacity Change Technical

Management Management Management

Strategy Service
Availability Event
Management for Validation &
Management Management
IT Services Testing
Business IT Service Release & Incident
Relationship Continuity Deployment Management
Management Management Management

Demand Info Security Change Request

Management Management Evaluation Fulfilment

Service Portfolio Supplier Service Asset & Access

Management Management Configuration Management
Management

Financial Service Catalog Knowledge Problem

Management Management Management Management

Strategy Design Transition Operation

Continual Service Improvement

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 2
Module
4 Service Transition
ITIL® Foundation with Case Study

Service Transition Within The Life Cycle

!  Build, test, deploy and
early life support
!  Ensures that the transition
is done within the time,
quality and budget
requirements

ce
ervi nt
l Seme
pr a
Im tinu
ov

Co Imp
T
rvice ransiti

nti rove
e
Con

S o

nua ment
e Stra

n
vic

l Service
S e r vi c e D e

teg
Ser

!  The Service Design !  The Service is

r a ti o n
ITIL®
Package is the “blue y operational and has
print” of all pieces of no missing pieces
the puzzle ig pe
!  The service effectively
O
n e
s

!  Virtual model of the S e r vic supports the

service covering all nt e
customer outcome
4 P’s m e
Improve ervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 3
Module
4 Service Transition
ITIL® Foundation with Case Study

Service Transition - Main Purpose

!  Build, test and deploy new or changed services

Ensure that new, modified or retired services meet the

expectations of the business as documented in the
service strategy and service design stages of the
lifecycle

How can a Service Provider ensure service changes

create the expected business value?

How can a Service Provider reduce risk attributed to change?

How can a Service Provider successfully deploy services
into production?

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 4
Module
4 Service Transition
ITIL® Foundation with Case Study

Service Transition - Objectives

Plan and manage service changes efficiently and effectively

Manage risk related to new, changed or retired services

Successfully deploy services

Manage expectations on performance and use of new or changed services

Ensure service changes produce the expected business value

Provide quality knowledge and information for use across the organization

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 5
Module
4 Service Transition
ITIL® Foundation with Case Study

Service Transition - Scope

Guidance for development and improvement of capabilities for

transitioning new or changed services into supported
environments
Ensures that requirements from Service Strategy, developed
during Service Design, are effectively realized in Service Operation
while controlling risks of failure and disruption

Includes release planning, testing, evaluation and deployment

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 6
Module
4 Service Transition
ITIL® Foundation with Case Study

Service Transition - Value to Business

!  Improve control of service assets
!  Activities result in higher volumes of successful change
!  Reduce delays from unexpected clashes and dependencies
!  Improve management of expectations for all stakeholders
!  Increase confidence that the new or changed service can be delivered to
specification without adverse impact on other services or stakeholders
!  Ensure new or changed services will be maintainable and cost-effective

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 7
Module
4 Service Transition
ITIL® Foundation with Case Study

Service Asset and Configuration Management

!  Purpose vice
Ser ent
!  Objectives l em

pr a
Im tinu
ov

Co Imp
!  Scope
rv ice Transi

nti rove
Se tio

Con

nua ment
e Stra

n
vic

l Service
S e r vi c e D e

teg
Ser

r a ti o n
ITIL®

pe
ig
n

O
e
s S e r vic

ent e
Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 8
Module
4 Service Transition
ITIL® Foundation with Case Study

Service Asset and Configuration Management - Purpose

!  Ensure that the assets required to deliver services are properly controlled and
that accurate and reliable information about those assets is available when and
where it is needed

“When you have a clock in your house, you know the

time – once you get two clocks, you are no longer certain”
~ Danish Proverb

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 9
Module
4 Service Transition
ITIL® Foundation with Case Study

Service Asset and Configuration Management - Objectives

Identify, control, record, report, audit and verify services and other CIs

Maintain accurate configuration information

Establish and maintain an accurate and complete CMS

Support efficient and effective service management processes by providing

accurate configuration information

Work with Change Management to ensure only authorized components are used and
only authorized changes are made

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 10
Module
4 Service Transition
ITIL® Foundation with Case Study

Service Asset and Configuration Management - Scope

Ensures CIs are identified, baselined, maintained and
that changes to them are controlled

Includes the complete lifecycle of every CI:

!  Management and planning for SACM
!  Configuration identification
!  Configuration control
!  Status accounting and reporting
!  Verification and audit

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 11
Module
4 Service Transition
ITIL® Foundation with Case Study

Vocabulary
Service Asset any resource or capability that could contribute to the
delivery of a service

a service asset that needs to be managed in order to

Configuration Item
delivery an IT service

Configuration Management one or more databases used to store configuration

Database records throughout their lifecycle

Configuration Management a set of tools, data and information used to support

System SACM

Service Knowledge a set of tools and databases used to manage

Management System knowledge, information and data

Definitive Media Library one or more locations in which the definitive and
authorized version of all software CIs are securely
stored

Configuration Baseline the configuration of a service, product or infrastructure

that has been formally reviewed and agreed

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 12
Module
4 Service Transition
ITIL® Foundation with Case Study

Configuration Management System

SKMS

Some CIs (such as

The CMS is SLAs or release
part of the plans) are in the
SKMS CMS SKMS

Each configuration
record points to
Configuration and describes a CI
records are
stored in
CMDBs in the
CMS

1 2 3
4 5 6

Other CIs (such as

users and servers)
are outside the
SKMS

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 13
Module
4 Service Transition
ITIL® Foundation with Case Study

Definitive Media Library

DML CMS

CMDB
CMDB
Physical CIs

Build New Release

Information
About CIs

Electronic
CIs
Test New Release

Deploy New Release

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 14
Module
4 Service Transition
ITIL® Foundation with Case Study

Transition Planning and Support

!  Purpose vice
Ser ent
!  Objectives l em

pr a
Im tinu
ov

Co Imp
!  Scope
rv ice Transi

nti rove
Se tio

Con

nua ment
e Stra

n
vic

l Service
S e r vi c e D e

teg
Ser

r a ti o n
ITIL®

pe
ig
n

O
e
s S e r vic

ent e
Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 15
Module
4 Service Transition
ITIL® Foundation with Case Study

Transition Planning and Support - Purpose

!  Provide overall planning for service transitions and coordinate required resources

Transition Planning Coordination and Support

WHERE

WHY WHEN

WHO
? HOW
WHAT

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 16
Module
4 Service Transition
ITIL® Foundation with Case Study

Transition Planning and Support - Objectives

Coordinate activities across projects, suppliers and service teams

Manage costs, quality and time estimates

Establish new or modified services, tools, processes, measurement methods

Ensure reusable processes and supporting systems

Identify, manage and control risks

Monitor and improve performance of the Service Transition lifecycle stage

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 17
Module
4 Service Transition
ITIL® Foundation with Case Study

Transition Planning and Support - Scope

Maintaining policies, standards and models for Service Transition
activities and processes

Planning budget and resources needed for future Service

Transition requirements

Understand the business security environment (Business security,

future plans, legislature, risks and risk management)

Coordinating efforts to enable multiple transitions to be managed

at the same time

Prioritizing conflicting requirements for Service Transition resources

Ensuring Service Transition is coordinated with program and

project management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 18
Module
4 Service Transition
ITIL® Foundation with Case Study

Change Management

Purpose vice
! 
Ser ent
!  Objectives l em

pr a
Im tinu
ov

Co Imp
Scope
! 
rv ice Transi

nti rove
Se tio

Con
!  Concepts

nua ment
!  Activities e Stra

n
vic

l Service
!  Interfaces

S e r vi c e D e

teg
Ser

r a ti o n
ITIL®

pe
ig
n

O
e
s S e r vic

ent e
Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 19
Module
4 Service Transition
ITIL® Foundation with Case Study

Change Management - Purpose

!  Control the lifecycle of all changes, enabling beneficial changes to be made with
minimum disruption to IT services
!  Change is the addition, modification or removal of anything that could have an
effect on IT services

Change Stability

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 20
Module
4 Service Transition
ITIL® Foundation with Case Study

Change Management - Objectives

Respond to business and IT requests for change that will align services with
business needs

Ensure changes are recorded, evaluated and prioritized

Ensure all changes to CIs are recorded in the CMDB

Optimize overall business risk

Respond to customer’s changing business requirements while

maximizing value and reducing incidents, disruption and rework

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 21
Module
4 Service Transition
ITIL® Foundation with Case Study

Change Management - Scope

Covers changes to all CIs across the entire lifecycle:

!  Service solutions for new or changed services including all
functional requirements
!  Management information systems and tools, especially the
service portfolio

!  Technology architectures and management architectures

required to provide the services
!  Processes needed to design, transition, operate and
improve services
!  Measurement systems, methods and metrics for the
services, architectures, components and processes

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 22
Module
4 Service Transition
ITIL® Foundation with Case Study

Change Management - Value to Business

!  Protecting the business and other services while making required changes
!  Implementing changes that meet the customers’ agreed service
requirements while optimizing costs
!  Reducing failed changes, reducing number of unauthorized changes
!  Assessing risks associated with transition of services
!  Improving productivity of staff by minimizing disruption caused by high
levels of unplanned ‘emergency’ changes

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 23
Module
4 Service Transition
ITIL® Foundation with Case Study

Change Management – Basic Concepts

Policies

!  Creating a culture where there is zero tolerance for unauthorized change

!  Aligning Change Management process with business, project and
stakeholder processes
!  Ensuring changes create business value
!  Integration with other service management processes to establish
traceability of change and identify change-related incidents

Design and Planning

!  Change Management should be planned in conjunction with release and

deployment management and service asset and configuration management
to ensure synergies

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 24
Module
4 Service Transition
ITIL® Foundation with Case Study

Change Management – Types of Changes

Emergency Change
!  Must be implemented as soon as possible
!  High risk
!  Normally follow a streamlined procedure

Standard Change
!  Preauthorized
!  Low risk
!  Relatively common
!  Follows procedure or work instruction

Normal Change !  Any change that is not standard or emergency

!  Unique
!  Risk must be evaluated
!  Follows steps of defined Change Management process

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 25
Module
4 Service Transition
ITIL® Foundation with Case Study

Change Models

Repeatable way of dealing with a particular category of change

Used for:
!  Standard changes
!  Changes that require specialized handling
"  Emergency changes
"  Changes that require specific sequences of testing and implementation

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 26
Module
4 Service Transition
ITIL® Foundation with Case Study

Remediation Planning

!  Actions taken to recover after failed change or release

!  Could be pre-requisite to authorization
!  Might include:
!  Back out procedure

!  Invocation of service continuity plans

!  Milestones and triggers for remediation

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 27
Module
4 Service Transition
ITIL® Foundation with Case Study

Change Management – Vocabulary

Request For Change (RFC)
A formal proposal for a change to be made. Includes details of the proposed
change, and may be recorded on paper or electronically

Change Proposal
!  High level description of change
!  Business case
!  Tentative implementation schedule
!  Created by Service Portfolio Management
!  Authorized by Change Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 28
Module
4 Service Transition
ITIL® Foundation with Case Study

Normal Change Lifecycle

Create and record request for change

Review RFC

Assess and evaluate change

Authorize change build and test

Coordinate change build and test

Authorize change deployment

Coordinate change deployment

Review and close change record

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 29
Module
4 Service Transition
ITIL® Foundation with Case Study

Normal Change Lifecycle Activities

Create and
Review RFC
record RFC

!  Change is raised by a request from the initiator

!  All RFCs received should be logged and given a unique identification number
!  Change Management will ensure all required information has been provided
and filter out any requests that are:
!  Totally impractical
!  Repeats of earlier RFCs
!  Incomplete

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 30
Module
4 Service Transition
ITIL® Foundation with Case Study

Normal Change Lifecycle Activities

Assess and
evaluate
change

!  Significant changes should be formally evaluated

!  Evaluation may include:
!  Impact of change on customer business operation
!  Associated change proposals
!  Impact on other services
!  Effect of not implementing the change
!  Current change schedule and projected service outage
!  Additional ongoing resources required to implement
!  Assessment of risk profile

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 31
Module
4 Service Transition
ITIL® Foundation with Case Study

Normal Change Lifecycle Activities

Authorize Coordinate Authorize Coordinate

change to change build change change
build and test and test deployment deployment

!  Formal authorization obtained from change authority

!  Authorization level judged by type, size, risk, business impact
!  Oversight role to ensure testing
!  Oversight role to ensure timely deployment

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 32
Module
4 Service Transition
ITIL® Foundation with Case Study

Normal Change Lifecycle Activities

Review and
close change
record

!  Evaluation to ensure acceptability

!  PIR (Post Implementation review)
!  Formal closure

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 33
Module
4 Service Transition
ITIL® Foundation with Case Study

Change Authority Model

COMMUNICATIONS CHANGE AUTHORITY LEVEL OF RISK/IMPACT ESCALATION

Communications, Business High cost/risk change

escalation for RFCs, Executive
risks, issues – requires decision
Board from executives
Level
IT management Change impacts
board or IT multiple services or
steering group organizational divisions
Level
Change which
E(CAB) only affects local
or service group
Level

Change Manager Low-risk change

Level

Communications, Local Authorization Standard change

decisions and
actions Level
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 34
Module
4 Service Transition
ITIL® Foundation with Case Study

Change Advisory Board (CAB) and Emergency CAB (ECAB)

To support change assessment, authorization, prioritization

and scheduling

ECAB for emergency situations

ECAB could be subset of CAB

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 35
Module
4 Service Transition
ITIL® Foundation with Case Study

CAB Attendees
!  CAB will be composed of different stakeholder based on changes being
considered
!  Membership may vary even across a single meeting
!  Should reflect both users’ and customers’ views
!  Should involve suppliers when appropriate
!  Likely to include the Problem Manager, Service Level Manager and Customer
Relations staff

!  CAB Membership
!  Customers
!  User groups
!  Business Relationship Managers
!  Service Owners
!  Application developers
!  Specialists or technical consultants
!  Services and operations staff
!  Contractors or third party representatives
!  Other parties as applicable

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 36
Module
4 Service Transition
ITIL® Foundation with Case Study

Standard CAB Agenda

!  Change proposals from Service Portfolio Management

!  RFCs to be assessed

!  Change reviews

!  Outstanding changes and changes in progress

!  Failed, unauthorized and backed out changes

CHANGE
!  Change Management accomplishments AHEAD

!  Change Management process, including proposed

changes to the process

!  Advance notice of RFCs expected for review at the next CAB

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 37
Module
4 Service Transition
ITIL® Foundation with Case Study

Change Management Interfaces

Service Asset and Problem Management IT Service Continuity
Configuration Management
Management

Remedial Change
Updates after changes Impact Analysis Impact on Contingency Plans

Change Management

Impact on Policies Impact on Plans Updated Service Definitions

Information Security Capacity and Demand Service Portfolio

Management Management Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 38
Module
4 Service Transition
ITIL® Foundation with Case Study

Release and Deployment Management

!  Purpose vice
Ser ent
!  Objectives l em

pr a
Im tinu
ov

Co Imp
!  Scope
rv ice Transi

nti rove
Se tio

Con

nua ment
e Stra

n
vic

l Service
S e r vi c e D e

teg
Ser

r a ti o n
ITIL®

pe
ig
n

O
e
s S e r vic

ent e
Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 39
Module
4 Service Transition
ITIL® Foundation with Case Study

Release and Deployment Management - Purpose

!  Plan, schedule and control the build, test and deployment of releases and
delivery of new functionality required by the business while protecting the
integrity of existing services

Release and Deployment Management policies should

be in place to help the organization achieve the correct
balance between cost, service stability and agility

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 40
Module
4 Service Transition
ITIL® Foundation with Case Study

Release and Deployment Management - Objectives

Define and agree release and deployment policy and plans with customers
and stakeholders

Create and test release packages

Ensure integrity of a release package and its constituent components

Ensure all release packages can be tracked, installed, tested, verified and backed
out if appropriate

Ensure knowledge transfer to enable stakeholders to optimize use of the service

Ensure skill and knowledge transfer to service operation functions to enable

effectively delivery and support

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 41
Module
4 Service Transition
ITIL® Foundation with Case Study

Release and Deployment Management - Scope

Includes the processes, systems and functions required to package, build,
test and deploy a release into the live environment, establish the service
specified in the SDP and formally hand the service over to Service
Operation

Includes all configuration items required to implement a release:

!  Physical assets such as a server or network
!  Virtual assets such as a virtual server or storage
!  Applications and software
!  Training for users and IT staff
!  Services, including all related contracts and agreements

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 42
Module
4 Service Transition
ITIL® Foundation with Case Study

Four Phases Of Release and Deployment Management

!  Release and deployment planning
!  Release build and test
!  Deployment
!  Review and close
Change Management
Auth Auth Auth Auth

Authorize Authorize Authorize Authorize Post-

Release Build and Check-in to Deployment / Implementation
Planning Release DML Transfer / Review
Retirement

Release and Deployment

Release Build Review and
Deployment
and Test Close
Planning
Deployment

Transfer
Auth = Change Management Authorization
Retirement
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 43
Module
4 Service Transition
ITIL® Foundation with Case Study

Knowledge Management

Purpose vice
! 
Ser ent
!  Objectives l em

pr a
Im tinu
ov

Co Imp
Scope
! 
rv ice Transi

nti rove
Se tio

Con
!  DIKW Structure

nua ment
e Stra

n
vic

l Service
S e r vi c e D e

teg
Ser

r a ti o n
ITIL®

pe
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n

O
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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 44
Module
4 Service Transition
ITIL® Foundation with Case Study

Knowledge Management - Purpose

!  Share perspectives, ideas, experience and information to ensure that these are
available in the right place at the right time to enable informed decisions
and to improve efficiency by reducing the need to rediscover knowledge

KNOWLEDGE

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 45
Module
4 Service Transition
ITIL® Foundation with Case Study

Knowledge Management - Objectives

Increase satisfaction and reduce need to rediscover knowledge

Ensure staff have a clear and common understanding of the value their services
provide to customers

Maintain an SKMS that provides controlled access to knowledge, information and data

Gather, analyze, store, share, use and maintain knowledge, information and data

Improve quality of management decision making by ensuring availability of reliable and

secure knowledge, information and data

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 46
Module
4 Service Transition
ITIL® Foundation with Case Study

Knowledge Management - Scope

Full lifecycle process that is relevant to all lifecycle stages and

underpins many ITIL® processes

Includes oversight of the management of knowledge and

the information and data from which that knowledge is drawn

Especially relevant to Service Transition as appropriate knowledge is

one of the key service elements being transitioned

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 47
Module
4 Service Transition
ITIL® Foundation with Case Study

Data, Information, Knowledge and Wisdom Structure (DIKW)

CONTEXT

WISDOM
Why?

KNOWLEDGE
How?

INFORMATION
Who, what,
when, where?

DATA

UNDERSTANDING
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 48
Module
4 Service Transition
ITIL® Foundation with Case Study

Relationship between CMDB, CMS and SKMS

Support for decisions

SERVICE KNOWLEDGE
MANAGEMENT SYSTEM
Support for delivery of services

CONFIGURATION
MANAGEMENT SYSTEM

CONFIGURATION
MANAGEMENT
DATABASES

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 49
Module
4 Service Transition
ITIL® Foundation with Case Study

Challenge

!  Sample Exam Questions vice

Ser ent
l em

pr a
Im tinu
ov

Co Imp
rv ice Transi

nti rove
Se tio

Con

nua ment
e Stra

n
vic

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S e r vi c e D e

teg
Ser

r a ti o n
ITIL®

pe
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s S e r vic

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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 50
Q
Module
4 Service Transition
ITIL® Foundation with Case Study

1. The objective of __________ is to share perspectives,

ideas, experience and information to ensure these
are available at the right place and time to enable
informed decisions

Question Answer
A.  Service Transition
B.  Release and Deployment Management
C.  Change Management
D.  Knowledge Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 51
Q
Module
4 Service Transition
ITIL® Foundation with Case Study

2. A ____________ is a pre-authorized change that is low

risk, relatively common and follows a procedure or
work instruction

Answer

Question A.  Unique Change

B.  Standard Change
C.  Change Model
D.  Emergency CAB

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 52
Q
Module
4 Service Transition
ITIL® Foundation with Case Study

3. Which lifecycle stage ensures that new, modified or

retired services meet the expectations of the
business as documented in the service strategy and
service design stages of the lifecycle?

Question Answer
A.  Service Transition
B.  Service Operation
C.  Service Level Management
D.  Change Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 53
Q
Module
4 Service Transition
ITIL® Foundation with Case Study

4. Which Service Transition process provides overall

planning for service transitions and coordinates the
resources they require?

Answer

Question A.  Change Management

B.  Transition Planning and Support
C.  Technical Management
D.  Release and Deployment Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 54
Q
Module
4 Service Transition
ITIL® Foundation with Case Study

5. Which body is charged with considering and

recommending the adoption or rejection of
emergency changes?

Answer

Question A.  Release and Deployment Management

B.  Change Advisory Board
C.  Emergency Change Advisory Board
D.  Transition Planning and Support

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 55
Q
Module
4 Service Transition
ITIL® Foundation with Case Study

6. Which level in the Knowledge Management concept

of DIKW CANNOT be automated?

Answer
A.  Data
Question B.  Information
C.  Wisdom
D.  Knowledge

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 56
Q
Module
4 Service Transition
ITIL® Foundation with Case Study

7. Which of the following are processes within Service

Transition?
1.  Change Management
2.  Knowledge Management and Release and
Deployment Management

Question 3.  Transition Planning and Support, Incident

Management and Service Asset and Configuration
Management

Answer
A.  All of the above
B.  1 and 3 only
C.  1 and 2 only
D.  2 and 3 only

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 57
Q
Module
4 Service Transition
ITIL® Foundation with Case Study

8. What is the correct order for the activities in the

process flow for a normal change

Answer
A.  Create and record RFC, Review RFC, Assess and
Question evaluate change, Authorize change build and test,
Coordinate change build and test, Authorize change
deployment, Coordinate change deployment, Review
and close change record
B.  Create and record RFC, Assess and evaluate change,
Authorize change build and test, Coordinate change
build and test, Review RFC, Review and close
change record
C.  Create and record RFC, Review RFC, Authorize change
build and test, Authorize change deployment, Assess
and evaluate change, Review and close change record
D.  None of the above

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 58
Q
Module
4 Service Transition
ITIL® Foundation with Case Study

9. Change Proposals are normally initiated through

which process:

Answer
A.  The business case
Question B.  Problem Management
C.  Service Level Management
D.  Service Portfolio Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 59
Q
Module
4 Service Transition
ITIL® Foundation with Case Study

10. What is the major input in the Service Transition

lifecycle stage?

Answer
A.  New or changed services ready to move

Question into production

B.  Vision, Mission and Goals
C.  Knowledge Management
D.  The Service Design Package

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 60
Q
Module
4 Service Transition
ITIL® Foundation with Case Study

11. Which of the following is NOT an objective of Release

and Deployment Management?

Answer
A.  Ensure skills and knowledge are transferred to
Question service operation functions to enable effectively
delivery , support and maintenance of warranties
and service levels
B.  Create and test release packages
C.  Determine the root cause of one or
more incidents
D.  Ensure integrity of a release package and its
constituent components

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 61
Module
4 Service Transition
ITIL® Foundation with Case Study

Service Transition

!  Thanks for your attention vice

Ser ent
l em

pr a
Im tinu
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Co Imp
rv ice Transi

nti rove
Se tio

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S e r vi c e D e

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ITIL®

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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 62
Module
5 Service Operation
ITIL® Foundation with Case Study

Module 5
Service Operation

e
rvic t
e n
pr a l Seme
Im tinu
ov

Co Imp
T
rvice ransiti

nti rove
e
Con

S o

nua ment
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S e r vi c e D e

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Ser

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ITIL®
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s

S e r vic
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Improv rv i
Continual Se

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 1
Module
5 Service Operation
ITIL® Foundation with Case Study

Introducing the Service Life Cycle Service Desk

Design
Coordination IT Operations
Management = Not in scope of training
Transition
Service Level Planning & = Process in scope of training
Application
Management Support = Function in scope of training
Management

Capacity Change Technical

Management Management Management

Strategy Service
Availability Event
Management for Validation &
Management Management
IT Services Testing
Business IT Service Release & Incident
Relationship Continuity Deployment Management
Management Management Management

Demand Info Security Change Request

Management Management Evaluation Fulfilment

Service Portfolio Supplier Service Asset & Access

Management Management Configuration Management
Management

Financial Service Catalog Knowledge Problem

Management Management Management Management

Strategy Design Transition Operation

Continual Service Improvement

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 2
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Operation – Main purpose

!  Day to day operation

Coordinate and carry out the activities and processes

required to deliver and manage services at agreed
levels to business users and customers

How can a Service Provider maintain customer

satisfaction?

How can a Service Provider ensure stability of service

provision?

How can a Service Provider minimize the impact of

service outages?

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 3
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Operation - Objectives

Maintain business satisfaction and confidence in IT

Ensure effective and efficient delivery and support of agreed IT services

Minimize impact of service outages on day-to-day business activities

Ensure that access to agreed IT services is provided to those authorized to

receive those services

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 4
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Operation – Scope

Describes the processes, functions, organization and tools

required to deliver and support services

Includes guidance on:

!  Services
!  Processes
!  Technology
!  People

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 5
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Operation – Value to Business

!  Reduce unplanned labor and costs for both the business and IT
!  Reduce the duration and frequency of service outages
!  Provide operational results and data used to define improvement
opportunities and provide justification for investment in ongoing
improvement activities
!  Meet the goals and objects of the organization's security policy
!  Provide quick and effective access to standard services
!  Provide a basis for automated operations

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 6
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Operation Terminology

Detectable occurrence End user wants IT to

in the IT Infrastructure? IT Staff detect failure do something for them

Break fix is needed YES

EVENT Break fix needed?

No

ALERT INCIDENT SERVICE REQUEST

A threshold has been Deals with restoring Deals with getting

exceeded that which is not something
working correctly done for the user

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 7
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Operation Terminology

Incident Problem Management
Management
The underlying root cause A problem with a root
of one or more incidents cause and a workaround
Incidents
Known Error =
Problem Root Cause +
Re-occurring Workaround
incidents
A temporary method for
reducing or eliminating
the impact of an incident A database containing
or problem all known error records

Known Error
Work Around Database

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 8
Module
5 Service Operation
ITIL® Foundation with Case Study

Communication in Service Operation

As part of the overall business, Service Operation is responsible for delivering services
efficiently and as agreed and for maintaining customer satisfaction

Effective communication is a vital component that enables these objectives

Typical types of communication: Effective communication considers:

!  Routine operational communication !  Intended purpose
!  Communication between shifts !  Clear audience
!  Performance reporting !  Audience actively involved in determining
!  Communication in projects need, use and format
!  Communication related to changes !  Ongoing communication review
exceptions or emergencies
!  Training on new or customized processes
!  Communication of strategy, design and
transition to service operations teams

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 9
Module
5 Service Operation
ITIL® Foundation with Case Study

Event Management
e
!  Purpose rvic t
e n
l Seme
!  Objectives

pr a
Im tinu
ov

Co Imp
!  Scope
rv ice Transi

nti rove
Se tio

Con

nua ment
e Stra

n
vic

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S e r vi c e D e

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ITIL®

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S e r vic

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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 10
Module
5 Service Operation
ITIL® Foundation with Case Study

Event Management - Purpose

!  Manage events throughout their lifecycle

1. Detect Events 2. Make Sense 3. Determine

of Events appropriate
control action

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 11
Module
5 Service Operation
ITIL® Foundation with Case Study

Event Management - Objectives

Detect significant changes of state

Determine appropriate control actions

Provide the entry point for other processes and activities

Provide means to compare actual performance against design standards and SLAs

Provide basis for service assurance, reporting and improvement

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 12
Module
5 Service Operation
ITIL® Foundation with Case Study

Event Management - Scope

Event Management can be applied to any aspect of service

management that needs to be controlled and can be automated:
!  Configuration Items (CI)
!  Environmental conditions
!  Software license monitoring
!  Security (e.g. intrusion detection)

!  Normal activity
!  Measurement systems, methods and metrics for the services,
architectures, components and processes

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 13
Module
5 Service Operation
ITIL® Foundation with Case Study

Incident Management
e
Purpose rvic t
!  e n
l Seme
!  Objectives

pr a
Im tinu
ov

Co Imp
!  Scope
rv ice Transi

nti rove
Se tio

Con
!  Concepts

nua ment
e Stra

n
!  Activities
vic

l Service
Interfaces

S e r vi c e D e
! 

teg
Ser

r a ti o n
ITIL®

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S e r vic

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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 14
Module
5 Service Operation
ITIL® Foundation with Case Study

Incident Management - Purpose

!  The purpose of Incident Management is to restore normal service operation
as quickly as possible to minimize the adverse impact on business operations
!  “Normal service operation” is defined as a state where services and CIs are
performing within their agreed service and operational levels

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 15
Module
5 Service Operation
ITIL® Foundation with Case Study

Incident Management - Objectives

Increase visibility and communication of incidents

Enhance business perception of IT by quickly resolving and communicating incidents

when they occur

Align incident management activities and priorities with those of the business

Maintain user satisfaction

Ensure standardized methods are used for efficient and prompt management
of incidents

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 16
Module
5 Service Operation
ITIL® Foundation with Case Study

Incident Management - Scope

Triggers for Incident Management:

!  Any event that disrupts or could disrupt a service
!  Communicated by a user
!  Reported by technical staff

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 17
Module
5 Service Operation
ITIL® Foundation with Case Study

Incident Management – Basic Concepts

Timescales Major Incidents Status Tracking

"  Overall incident "  Use a separate "  Incidents should

response and procedure with be tracked
resolution targets shorter throughout their
captured within timescales and lifecycle to support
SLA, OLA or greater urgency proper handling
contracts for major and reporting
incidents

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 18
Module
5 Service Operation
ITIL® Foundation with Case Study

Incident Models

!  Many incidents involve dealing with something that has happened before and
may happen again
!  Many organizations develop predefined ‘standard’ incident models
!  Automate where possible using incident support tools
!  Store models in the SKMS
!  Incident models include:
!  Steps to be taken
!  Chronological order of steps
!  Roles and responsibilities
!  Timescales and thresholds
!  Escalation procedures
!  Evidence-preservation activities

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 19
Module
5 Service Operation
ITIL® Foundation with Case Study

Incident Management Process Flow

Event management Web interface Phone call Email

Incident identification

To request fulfillment
Is this really No (if this is a service
an incident? request) or service
Yes portfolio management
(if this is a change
Incident logging proposal)

Incident categorization

Incident prioritization

Yes
Major incident
procedure Major incident?

Initial diagnosis

Functional Yes Functional Yes

escalation Escalation
escalation?

No No
Yes No
Management Hierarchic Investigation No
escalation escalation? and diagnosis

Resolution
identified?
Yes

Resolution and recovery

Incident closure

End
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 20
Module
5 Service Operation
ITIL® Foundation with Case Study

Incident Management Activities

Identification Logging Categorization

"  Key components "  All incidents "  Multi-level

should be logged and date / categorization
monitored to time stamped, Agreeing
supported by
Reviewing
detect failures regardless of most incident
as early as origin management
possible tools

Reporting Monitoring

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 21
Module
5 Service Operation
ITIL® Foundation with Case Study

Incident Management Activities

Prioritization Priority = Impact and Urgency

"  Priority is a category used

to identify the relative Impact
importance of an Incident, Agreeing
a Problem, or a Change. High Medium Low
Priority is based on Impact
and Urgency and is used to High 1 2 3
identify the required time
for actions to be taken. Urgency
Medium 2 3 4
"  Impact is a measure of the
effect of an Incident, a
Problem, or a Change on Low 3 4 5
business processes.
"  Urgency is a measure of
how long it will be until an
Incident, a Problem, or a
Change has a significant
impact on the business.

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 22
Module
5 Service Operation
ITIL® Foundation with Case Study

Incident Management Activities

Investigation
Initial Diagnosis Escalation
and Diagnosis

"  Carry out initial !  Escalation "  Deeper level of

diagnosis to !  Functional escalation: investigation
discover full deeper technical Agreeing
knowledge Reviewing
symptoms,
!  Hierarchic escalation:
determine what managerial notification
has gone wrong,
and how to
correct it Reporting

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 23
Module
5 Service Operation
ITIL® Foundation with Case Study

Incident Management Activities

Resolution and Incident Closure

Recovery

"  Undertake "  Confirm final closure categorization

actions to "  Conduct user satisfaction survey
recover and Complete incident documentation Agreeing
" 
Reviewing
resolve incident "  Determine (with problem
management) if a problem should be
raised
"  Formal incident closure
Reporting Monitoring

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 24
Module
5 Service Operation
ITIL® Foundation with Case Study

Incident Management Interfaces

!  Service Level Management

!  Information Security Management
!  Capacity Management
!  Availability Management
!  Service Asset and Configuration Management
!  Change Management
!  Problem Management
!  Access Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 25
Module
5 Service Operation
ITIL® Foundation with Case Study

Request Fulfillment
e
!  Purpose rvic t
e n
l Seme
!  Objectives

pr a
Im tinu
ov

Co Imp
!  Scope
rv ice Transi

nti rove
Se tio

Con

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 26
Module
5 Service Operation
ITIL® Foundation with Case Study

Request Fulfillment - Purpose

!  Process responsible for managing the lifecycle of all service requests from users

A service request is a formal request from a user for

something to be provided

Request for information or advice

Request for password reset

Request to install a workstation for a new user

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 27
Module
5 Service Operation
ITIL® Foundation with Case Study

Request Fulfillment - Objectives

Maintain customer satisfaction by efficient and professional handling of service requests

Provide channel for users to request and receive standard services

Provide information about availability of services

Source and deliver components of standard services

Assist with general information, complaints or comments

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 28
Module
5 Service Operation
ITIL® Foundation with Case Study

Request Fulfillment - Scope

The process needed to fulfill a request will vary based on what
is being requested

Request Fulfillment may be handled through the Incident

Management process

Each organization must decide and document which service

requests will be handled through the Request Fulfillment
process and which will go through other processes such as
Business Relationship Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 29
Module
5 Service Operation
ITIL® Foundation with Case Study

Access Management
e
!  Purpose rvic t
e n
l Seme
!  Objectives

pr a
Im tinu
ov

Co Imp
!  Scope
rv ice Transi

nti rove
Se tio

Con

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e Stra

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S e r vi c e D e

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ITIL®

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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 30
Module
5 Service Operation
ITIL® Foundation with Case Study

Access Management - Purpose

!  Access Management provides the right for users to be able to use a service or a
group of services

!  Activities are guided by policies and controls

defined in the information security policy
!  Responsible for monitoring the use of services
!  Maintains history of who has accessed or tried to
access services

!  Carries out procedures for communicating

security events
!  Responsible for removing access when it is no
longer required

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 31
Module
5 Service Operation
ITIL® Foundation with Case Study

Access Management - Objectives

Manage access to services based on policies and actions defined in Information
Security Management

Respond to requests for granting, changing, and removing access rights

Oversee access to services and ensure rights being provided are not improperly used

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 32
Module
5 Service Operation
ITIL® Foundation with Case Study

Access Management - Scope

Executes policies set forth in information security management

Enables the organization to manage the confidentiality,

availability and integrity of data and intellectual property

Ensures users are given the right to use a service, but does
not ensure that this access is available at agreed times

Usually initiated through a single point of coordination -

the service desk or IT operations

May be initiated by a service request

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 33
Module
5 Service Operation
ITIL® Foundation with Case Study

Change Incident Service

Request
A user wants to know how to configure a piece of software

Customer wants an ad-hoc report

A user’s WiFi connection does not work

User wants to know how to change a pivot table in Excel

A computer is hacked, no one knows who did it

A Password of a server needs to be reset

A user wants a new PC to be installed

An IP address on a server needs to be reassigned

A customer wants to be put through to the networking

department
Monitoring created a message that hard disk failure will occur
within 72 hours
A tablet delivered turns out to be broken and is replaced by
one from stock
A user requests administrator rights for their laptop

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 34
Module
5 Service Operation
ITIL® Foundation with Case Study

Problem Management
e
Purpose rvic t
!  e n
l Seme
!  Objectives

pr a
Im tinu
ov

Co Imp
!  Scope
rv ice Transi

nti rove
Se tio

Con
!  Concepts

nua ment
e Stra

n
!  Activities
vic

l Service
Interfaces

S e r vi c e D e
! 

teg
Ser

r a ti o n
ITIL®

pe
ig
n

O
e
s
S e r vic

ent e
Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 35
Module
5 Service Operation
ITIL® Foundation with Case Study

Problem Management - Purpose

!  Problem Management seeks to minimize the adverse impact of incidents and
problems on the business by identifying the underlying root cause and initiating
actions to implement a permanent fix

A problem is the underlying cause of one or more

incidents

Fire Fighting Fire Prevention

• INCIDENT • PROBLEM
Management Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 36
Module
5 Service Operation
ITIL® Foundation with Case Study

Problem Management - Objectives

Prevent problems and resulting incidents from happening

Eliminate recurring incidents

Minimize the impact of incidents that cannot be prevented

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 37
Module
5 Service Operation
ITIL® Foundation with Case Study

Problem Management - Scope

Activities to diagnose the root cause of incidents and

determine resolution

Ensuring that resolution is implemented with appropriate

control procedures

Maintain information about problems, workarounds

and resolutions

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 38
Module
5 Service Operation
ITIL® Foundation with Case Study

Problem Management is Both Reactive and Proactive

The difference between reactive and proactive Problem Management
lies in how the problem was triggered

Reactive Problem
Management is concerned with
solving problems in response to
one or more incidents

Conducted within scope of

service operation
Proactive Problem
Management is concerned with
identifying and solving problems
and known errors before further Analysi s
incidents can occur

Conducted as part of continual

service improvement

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 39
Module
5 Service Operation
ITIL® Foundation with Case Study

Problem Management – Basic Concepts and Policies

Problems should be tracked separately from incidents

All problems should be stored in a single

management system

All problems should use a standard classification schema

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 40
Module
5 Service Operation
ITIL® Foundation with Case Study

Problem Models

!  Many problems are unique – but some incidents may reoccur

!  dormant
!  underlying problems
!  Using problem models ensures quicker diagnosis
!  Store problem models in the SKMS
!  Problem models include:
!  Steps to be taken
!  Chronological order of steps
!  Roles and responsibilities
!  Timescales and thresholds
!  Escalation procedures
!  Evidence-preservation activities

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 41
Module
5 Service Operation
ITIL® Foundation with Case Study

Problem Management Activity Flow

Service desk Event mgmt. Incident mgmt. Proactive problem Supplier or
mgmt. contractor

Problem detection

Problem logging

Problem
categorization

Problem
prioritization

Problem investigation
CMS
and diagnosis
Yes
Incident Implement
Workaround needed?
management workaround
No
No Known
Known error error
record (if required) database
Yes
Change
RFC Change needed?
management
No
Problem
resolution
No
Resolved?

Yes

Problem closure Service knowledge

mgmt. system
Yes Major problem
Major problem? review
No Continual service
improvement
End
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 42
Module
5 Service Operation
ITIL® Foundation with Case Study

Problem Management Activities

Detection Logging Categorization Prioritization

Negotiating

"  Problem "  All relevant "  Problems "  Priority is based
detection may details of the should be on Impact and
be reactive or problem must categorized and Urgency
proactive be recorded prioritized in the
same way and
use the same
coding system
as Incidents

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 43
Module
5 Service Operation
ITIL® Foundation with Case Study

Problem Management Activities

Investigation Workarounds Problem

and Diagnosis and known errors resolution Problem closure

"  Attempt to "  Known error "  Use controlling "  Ensure all
diagnose root records should processes like documentation
cause be raised as Change is complete and
"  Speed and soon as it Management close problem
nature of becomes useful and Release and
investigation to do so Deployment
depends on management to
impact, severity implement
and urgency of resolution
the problem

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 44
Module
5 Service Operation
ITIL® Foundation with Case Study

Major Problem Review

!  Conduct a review after each major problem to determine:

What was done correctly

What was done wrong

What could be done better in the future

How to prevent recurrence

Whether follow-up actions are needed

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 45
Module
5 Service Operation
ITIL® Foundation with Case Study

Problem Management Interfaces

!  Financial Management for IT Services

!  Capacity Management
!  Availability Management
!  IT Service Continuity Management
!  Service Level Management
!  Change Management
!  Service Asset and Configuration Management
!  Release and Deployment Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 46
Module
5 Service Operation
ITIL® Foundation with Case Study

Functions
e
Service Desk rvic t
!  e n
l Seme
!  Technical Management

pr a
Im tinu
ov

Co Imp
!  Application Management
rv ice Transi

nti rove
Se tio

Con
!  IT Operations Management

nua ment
e Stra

n
vic

l Service
S e r vi c e D e

teg
Ser

r a ti o n
ITIL®

pe
ig
n

O
e
s
S e r vic

ent e
Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 47
Module
5 Service Operation
ITIL® Foundation with Case Study

Functions
A team or group of people and the tools or other resources they
use to carry out one or more processes or activities

Service Desk Technical IT Operations Application

Management Management Management
Mainframe Financial Applications
IT Operations
Server
Controls
HR Applications
Console Management
Job Scheduling
Network Business Applications
Backup & Restore
Print & Output
Storage

Database
Facilities
Directory Service Management
Data Centers
Desktop Recovery Sites
Consolidation
Middleware Contracts

Internet/ Web

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 48
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Desk - Roles and Objectives

Single point of contact between the customer and IT

!  Logs incidents and service requests

!  Provides first-line investigation and diagnosis
!  Resolves incidents whenever possible
!  Escalates incidents that cannot be resolved within agreed timeframe
!  Closes all resolved incidents
!  Conducts user satisfaction surveys
!  Communication with user
!  Updates CMS under the direction of SACM

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 49
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Desk Organizational Structures

Local Service Desk

Service desk co-located within or physically close to the user community

!  Often inefficient and expensive to operate

!  May be valid reasons for maintaining
!  Language or culture
!  Different time zones
!  Specialized groups of users
!  Critical status of users

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 50
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Desk Organizational Structures

Centralized Service Desk

Service desk staff merged into a single location

!  More efficient and cost-effective

!  Fewer staff deal with higher volume of calls
!  Leads to higher skill levels
!  May be necessary to maintain local
presence to handle physical support

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 51
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Desk Organizational Structures

Virtual Service Desk

Technology gives impression of single, centralized service desk

!  Staff located in any number

of physical locations
!  Option for working from San Francisco
home Service Desk

!  Safeguards needed to Paris

Service Desk
Rio de Janeiro
Service Desk
ensure consistency and
uniformity of service quality
Service
Desk

Sydney
Beijing
Service Desk
Service Desk

Service
London Knowledge
Service Desk
Management
System

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 52
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Desk Organizational Structures

Follow the Sun

Two or more geographically dispersed services desks provide 24-hour service

!  No desk works more than a single shift

!  Requires common processes, tools, shared
databases
!  Well controlled escalation and handover
processes are essential

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 53
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Desk Organizational Structures

Specialized Service Desk Groups

Incidents related to a particular IT service routed directly to specialist groups

!  Allows faster resolution of incidents through

greater familiarity and specialist training
!  Should be considered for a small number of
key services where call rates justify need for
specialist group

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 54
Module
5 Service Operation
ITIL® Foundation with Case Study

Technical Management Function – Role and Objectives

Custodian of technical knowledge and expertise related to
managing the IT infrastructure

!  Plan, implement, and maintain a stable technical infrastructure to support the

organization’s business processes by:
!  Well designed, highly resilient and cost-effective technical topology
!  Use of adequate technical skills to maintain the technical infrastructure in optimum
condition
!  Use of technical skills to diagnose and resolve technical failures that occur

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 55
Module
5 Service Operation
ITIL® Foundation with Case Study

Application Management Function – Role and Objectives

Custodian of technical knowledge and expertise related to
managing applications

!  Support the organization’s business processes by identifying functional and

manageability requirements for application software, assist in the design and
deployment of applications and provide ongoing support for those applications:
!  Applications that are well designed, resilient and cost-effective
!  Ensuring that required functionality is available to achieve business outcomes
!  Provide adequate skills to maintain operational applications in optimal condition and
respond to application incidents and problems

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 56
Module
5 Service Operation
ITIL® Foundation with Case Study

Application Development compared to Application

Management Function
Application Development Application Management
Function
One-time set of activities to design and Ongoing set of activities to manage applications
construct application solutions throughout their lifecycle

Performed mostly for applications developed in Performed for all applications whether
house developed in house or purchased

Utility focus Both utility and warranty focus

Most work done in projects Most work done as part of repeatable, ongoing
processes

Staff typically rewarded for creativity Staff typically rewarded for consistency

Development costs easy to quantify Ongoing maintenance costs often mixed with
other costs

Staff focused on software development lifecycles Staff typically focused on only one or two stages:
operation and improvement

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 57
Module
5 Service Operation
ITIL® Foundation with Case Study

IT Operations Management Function – Role and Objectives

Execute the ongoing activities and procedures required to
deliver and support IT services at the agreed levels

!  Maintain stability of the organization’s

IT Operations Control day to day processes and activities
!  Identify improvements to achieve
Console Management reduced costs while maintaining quality
Job Scheduling
!  Apply operational skills to diagnose and
Backup and Restore
resolve any IT operation failures
Print and Output

Facilities Management

Data Centers
Recovery Sites
Consolidations
Contracts

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 58
Module
5 Service Operation
ITIL® Foundation with Case Study

Challenge
e
!  Sample Exam Questions rvic t
e n
l Seme

pr a
Im tinu
ov

Co Imp
rv ice Transi

nti rove
Se tio

Con

nua ment
e Stra

n
vic

l Service
S e r vi c e D e

teg
Ser

r a ti o n
ITIL®

pe
ig
n

O
e
s
S e r vic

ent e
Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 59
Q
Module
5 Service Operation
ITIL® Foundation with Case Study

1. The objective of __________ is to detect events, analyze

them and determine management action

Answer
A.  Service Operation
Question B.  Incident Management
C.  Event Management
D.  Service Catalog

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 60
Q
Module
5 Service Operation
ITIL® Foundation with Case Study

2. A ____________ is an unplanned interruption to an IT

service, while a (an) ___________ is a random
occurrence that is important to management

Answer

Question A.  Technical fault, management fault

B.  Incident, event
C.  Quantitative issue, qualitative issue
D.  Event, incident

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 61
Q
Module
5 Service Operation
ITIL® Foundation with Case Study

3. A known error includes which two components?

Answer
A.  An identified root cause and a workaround
B.  A problem and a resolution
Question C.  A workaround and an incident record
D.  An incident and a problem

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 62
Q
Module
5 Service Operation
ITIL® Foundation with Case Study

4. In which lifecycle stage does the customer see value

being created?

Answer
A.  Service Transition
Question B.  Service Operation
C.  Technical Management
D.  Service Strategy

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 63
Q
Module
5 Service Operation
ITIL® Foundation with Case Study

5. Which of the following is NOT a service desk

organizational structure?

Answer
A.  Multi-level
Question B.  Follow the sun
C.  Local
D.  Virtual

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 64
Q
Module
5 Service Operation
ITIL® Foundation with Case Study

6. Which Service Operation process’ purpose is to

provide the right for users to use a service or group
of services?

Answer

Question A.  Event Management

B.  Service Level Management
C.  Access Management
D.  Incident Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 65
Q
Module
5 Service Operation
ITIL® Foundation with Case Study

7. Which of the following provide value to the business

from Service Operation?
1.  Enabling the service provider to have a clear
understanding of what levels of service will make
their customer's successful
2.  Controlling the introduction of new or changed
Question services into the operating environment
3.  Reduction in the duration and frequency of
service outages

Answer
A.  All of the above
B.  1 and 3
C.  3 only
D.  2 only

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 66
Q
Module
5 Service Operation
ITIL® Foundation with Case Study

8. What are the sub functions within IT Operations

Management?
1.  Network Operations Center
2.  Facilities Management
3.  IT Operations Control
Question 4.  Backup and Recovery

Answer
A.  2 and 3
B.  1 only
C.  1 and 4
D.  None of the above

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 67
Q
Module
5 Service Operation
ITIL® Foundation with Case Study

9. An incident occurs when:

Answer
A.  A portion of a network has failed, however it is not
noticeable to users because of built in redundancy
Question B.  An employee calls the service desk to report the
system for entering time is very slow
C.  A customer representative can’t access a needed
application
D.  All of these are correct

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 68
Q
Module
5 Service Operation
ITIL® Foundation with Case Study

10. Initial diagnosis, escalation and investigation and

diagnosis are activities in which process?

Answer
A.  Event Management
Question B.  Problem Management
C.  Access Management
D.  Incident Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 69
Q
Module
5 Service Operation
ITIL® Foundation with Case Study

11. A team of DBAs is troubleshooting an outage on the

main finance database. The outage was reported by
a branch office that was unable to access the data.
The investigation of the underlying cause of the
outage is known by what term?

Question Answer
A.  Incident Management
B.  Problem Management
C.  Incident Reporting
D.  Outage Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 70
Module
5 Service Operation
ITIL® Foundation with Case Study

Service Operation
e
!  Thanks for your attention rvic t
e n
l Seme

pr a
Im tinu
ov

Co Imp
rv ice Transi

nti rove
Se tio

Con

nua ment
e Stra

n
vic

l Service
S e r vi c e D e

teg
Ser

r a ti o n
ITIL®

pe
ig
n

O
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s
S e r vic

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Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 71
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Module 6
Continual Service Improvement

e
rvic t
e n
pr a l Seme
Im tinu
ov

Co Imp
T
rvice ransiti

nti rove
e
Con

S o

nua ment
e Stra

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vic

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S e r vi c e D e

teg
Ser

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ITIL®
y

pe
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n O e
s

S e r vic
t
e m en ce
Impro v rvi
Continual Se

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 1
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Continual Service Improvement

Purpose vice
! 
Ser ent
!  Objectives l em

pr a
Im tinu
ov

Co Imp
Scope
! 
rv ice Transi

nti rove
Se tio

Con
!  Value to the Business

nua ment
!  The CSI Register e Stra

n
vic

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S e r vi c e D e

teg
Ser

r a ti o n
ITIL®

pe
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O
e
s S e r vic

ent e
Improvemervic
Continual S

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 2
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Introducing the Service Life Cycle Service Desk

Design
Coordination IT Operations
Management = Not in scope of training
Transition
Service Level Planning & = Process in scope of training
Application
Management Support = Function in scope of training
Management

Capacity Change Technical

Management Management Management

Strategy Service
Availability Event
Management for Validation &
Management Management
IT Services Testing
Business IT Service Release & Incident
Relationship Continuity Deployment Management
Management Management Management

Demand Info Security Change Request

Management Management Evaluation Fulfilment

Service Portfolio Supplier Service Asset & Access

Management Management Configuration Management
Management

Financial Service Catalog Knowledge Problem

Management Management Management Management

Strategy Design Transition Operation

Continual Service Improvement

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 3
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Blockbuster files for Bankruptcy After Online Rivals Gain

!  Blockbuster Inc., the world’s biggest movie-rental company, filed for bankruptcy
after failing to adapt its storefront model to online technology pioneered by rivals
such as Netflix Inc.

!  Sales at Dallas-based Blockbuster, with about 3,000 stores in the U.S., shrank in
recent years while Netflix grew by renting movies online and through the mail, and
Coinstar Inc. put Redbox DVD vending machines in supermarkets and drugstores.

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 4
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Why is CSI Important?

!  Product life-cycles are getting shorter, technological innovation is speeding up,
customers are becoming more demanding and less loyal. This forces Service
Providers to re-think how they provide value to customers.

“If it ain’t broke, don’t fix it”

- American saying

“If it ain’t broke, improve it”

!  In this environment, waiting for something to break before fixing it invites risk.
If the Service Provider does not become pro-active, there are other Service
Providers eager to serve your customer who do not have a legacy of “that’s the
way we have always done it”.
!  It is a strategic decision for Service Providers to develop strategic assets that
will increase capability for self improvement, or face the risk of becoming
obsolete.

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 5
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Continual Service Improvement – Main Purpose

The purpose of Continual Service Improvement is to align

and realign IT services to the changing business needs by
identifying and implementing improvements to the IT
services that support the business processes

How does the service provider know what to improve?

How can a Service Provider prioritize improvement
opportunities?

How can a Service Provider ensure the services they

provide support changing business needs?
How can a Service Provider measure and analyze
service level achievements ?

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 6
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Prioritizing CSI Improvements

Voice of the
customer

Could I have a glass

NO! WE NEED
of water, please? SHARPER KNIVES!!

WE NEED A
BETTER OVEN!!

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 7
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Why is Measurement Important?

You can not manage what you can not control

You can not control what you can not measure

You can not measure what you can not define

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 8
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

CSI Spans the Entire Service Lifecycle

All processes, lifecycle
phases, functions, Service Desk
people, etc. are Design
Coordination
IT Operations
measurable, therefore, Service Level
Transition
Management = Process in scope of training
= Not in scope of training
Planning &
all Service Lifecycle Management Support
Application
Management = Function

phases provide valuable Capacity

Management
Change
Management
Technical
Management
inputs for CSI Strategy Service
Availability Validation & Event
Management
Management Testing Management
for IT Services

Business IT Service Release & Incident

Relationship Continuity Deployment Management
After determining what Management Management Management

is valuable to the
Demand Info Security Change Request
Management Management Evaluation Fulfilment

customer, one of the Service Portfolio Supplier Service Asset &

Configuration
Access

initial steps when

Management Management Management
Management

implementing is to
Service Catalog
Financial Knowledge Problem
Management
Management Management Management

develop reporting
Strategy Design Transition Operation
capabilities that can
capture the data
Continual Service Improvement
required to track
improvement

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 9
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Continual Service Improvement – Scope

The overall health of ITSM as a discipline

The maturity and capability of the organization, management,

processes and people used by the services

Continual improvement of all aspects of the IT service and service

assets that support them

The continual alignment of the service portfolio with

the current and future business needs

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 10
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Continual Service Improvement – Objectives

Make recommendations for improvements in all lifecycle phases

Review and analyze SLA results

Identify and implement activities to improved IT services and processes

Improve cost effectiveness without sacrificing customer satisfaction

Choose and employ quality management methods to maintain quality levels

Ensure processes have clearly defined objectives and that progress toward
achievement can be measured

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 11
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Continual Service Improvement – Value to Business

!  Leads to a gradual and continued improvement in service quality, where
justified
!  Ensure IT services remain continually aligned with business requirements
!  Results in a gradual improvement in cost effectiveness through reduction in
cost or increase in capability to handle more work at the same cost
!  Use monitoring and reporting to identify opportunities for improvement in all
lifecycle stages and processes
!  Identify opportunities for improvement in organizational structures, resourcing
capabilities, partners, technology, staff skills and training, and communications

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 12
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

The CSI Register

!  A CSI Register is established to track potential improvement opportunities
and categorize and prioritize them appropriately
!  A database or structured document used to record and manage improvement
opportunities throughout their lifecycle
!  Part of the Service Knowledge Management System
!  Introduces structure and viability to CSI by ensuring all initiatives are captured,
recorded and benefits realized
!  Provides coordinated, consistent view of numerous improvement opportunities
!  Developed and maintained by the CSI Manager

Priority KPI metric Justification

2 % reduction in SLA breaches Avoid negative effect on business operations

Quality of delivery too low. Disruption to Operations is

1 % reduction failed changes
unacceptable

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 13
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Continual Service Improvement

!  Models in CSI vice

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 14
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

The Deming Cycle (PDCA)

!  The Plan-Do-Check-Act cycle is a four phase cycle for implementing CSI
improvements. Repetition of the PDCA cycle results in incremental
improvements that enable increased ITSM maturity
!  Continual !  Plan for
Improvement improvements
!  How will you !  What to do?
improve further?
!  How to do it?

ACT PLAN

CHECK DO

!  Monitor, measure
and review
!  Implement initiatives
!  Did you achieve what
you set out to achieve? !  Do what was planned
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 15
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

The Plan-Do-check-Act Cycle in Context

PLAN = Project Plan
Business IT
Continuous DO = Project
ACT PLAN Alignment
Improvement CHECK = Audit
CHECK DO ACT = New Actions

Standard
QUALITY IMPROVEMENT

Effective Quality Improvement

ACT PLAN

CHECK DO

Standard Consolidation
Through Consolidation of the level reached
Standardization
i.e. baseline

TIME
There is no finish line!
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 16
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

The CSI Approach

The CSI approach is a structured approach for implementing Service Management
and any other CSI improvements

What is the vision? Business vision,

mission, goals and
objectives

Where are Baseline

we now? assessments

How do we keep the Where do we Measurable targets

momentum going? want to be?

How do we Service & process

get there? improvement

Did we get Measurements

there? & metrics

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 17
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

The 7-step Improvement Process

!  The propose of the 7-Step Improvement process is to define and manage the steps needed to
identify, define, gather, process, analyze, present and implement improvements

WISDOM 1.  Identify the

strategy for
2.  Define what you
will measure
DATA
improvement

7.  Implement 3.  Gather the data

improvement

ACT PLAN

6.  Present and use CHECK DO

the information

5.  Analyze the 4.  Process the data

information
and data
KNOWLEDGE INFORMATION
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 18
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

7-step Improvement Process – Objectives

Identify opportunities for improvement

Reduce cost and ensure alignment with required business outcomes

Identify actions to establish improvement

Understand what and why to measure

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 19
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

7-step Improvement Process – Scope

Analysis of performance and capabilities

Continual alignment of the portfolio of IT services with

business needs

Best use of technology

Organizational structure, personnel, functions, roles, skills

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 20
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Metrics and Measures

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 21
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

CSI Measurement System

The trail from vision to measurement and all the way back ensures that
measurements can be directly tied back to strategic value, enable
dashboards and greatly facilitate benchmarking
Vision Critical Success Factors (CSF)
Critical Success Factors (CSF) are
Mission something that must happen for an
IT service, process, plan, project or
Goals
other activity to succeed

Objects Key Perform Indicators (KPI)

Key Perform Indicators (KPI) are
CSF key metrics used to measure the
achievement of CSF
KPI

Metrics
Baseline
A baseline is a snapshot taken at a
point in time and used for later
Measurements comparison

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 22
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Types of Metrics

Service Metrics
Indicate the result of an end-to-end service

Technology Metrics
Component and application based

Process Metrics
CSF’s and KPI’s that indicate the health of a process

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 23
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Technology and Architecture

!  Service Automation vice

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 24
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Technology Considerations

!  Improvements in design and

engineering of activities, tasks and
interfaces can sometimes
compensate for limitations of
people
!  Improvements in knowledge and
skills can partly make up for
poorly designed processes,
applications and infrastructures
!  Automation of routine processes
can reduce variation
!  Productivity tools can increase
efficient use of human resources
!  Analytical modeling and
simulation tools are useful in
analyzing the impact of strategies,
tactics and operations
ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 25
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Service Automation

Automation of service processes: Automation may benefit:

!  Improves quality of service !  Design and modeling

!  Reduces costs !  Service catalog
!  Reduces risk by reducing !  Pattern recognition and analysis
complexity and uncertainty !  Classification, prioritization
!  Efficiently resolving trade-offs and routing
!  Detection and monitoring
!  Optimization

Best Practice:
1. Don’t implement a tool if you do not know your own process well
2. Simplify your process before automating it

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 26
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Competence And Training

!  Competence and skills vice

Ser ent
!  Training l em

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 27
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

ITSM Competence, Skills and Motivation

Successful ITSM depends on People involved in service management having the

appropriate education, training, skills and experience.

Competence and skills The Skills Framework for the

frameworks Information Age (SFIA)

Standardizing job titles, Is an example of a common

functions, roles and reference model for the
responsibilities can simplify identification of the skills needed
service management and to develop effective IT services,
human resource management information systems and
technology

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 28
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Other Best Practice Training

!  Lean IT
!  Is the extension of lean manufacturing and lean services principles to the
development and management of information technology (IT) products and
services. Its central concern, applied in the context of IT, is the elimination of waste,
where waste is work that adds no value to a product or service.
!  COBIT® 5
!  COBIT® 5 helps enterprises create optimal value from IT by maintaining a balance
between realizing benefits and optimizing risk levels and resource use.
!  ISO/IEC 20000 – International standard for service management
!  Sourcing Governance Framework
!  PRINCE2® – Project management methodology

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 29
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Challenge

!  Sample Exam Questions vice

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 30
Q
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

1. In the CSI Approach, “Where do we want to be?”

corresponds to which activity?

Answer
A.  Baseline measurement
Question B.  Service improvement
C.  Setting measureable targets
D.  Process improvements

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 31
Q
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6 Continual Service Improvement
ITIL® Foundation with Case Study

2. True or False? The CSI Approach steps in sequence

are:
1.  What is the vision?
2.  Where are we now?
3.  How do we get there?
Question 4.  Where do we want to be?
5.  Did we get there?
6.  How do we keep the momentum going?

Answer
A.  True
B.  False

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 32
Q
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

3. Which stage of the Service Lifecycle is MOST

concerned with learning and improvement as its
objectives?

Answer

Question A.  Service Design

B.  Service Transition
C.  Continual Service Improvement
D.  Service Management

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 33
Q
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

4. Looking for ways to improve process efficiency and

cost effectiveness is the purpose of which stage of
the Service Lifecycle?

Answer

Question A.  Service Design

B.  Continual Service Improvement
C.  Service Operation
D.  Service Transitions

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 34
Q
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

5. Match the following activities with the Deming Cycle

stages:
1.  Monitor, Measure and Review
2.  Continual Improvement
3.  Implement Initiatives
Question 4.  Plan for improvement

Answer
A.  1-Plan, 2-Do, 3-Check, 4-Act
B.  3-Plan, 2-Do, 4-Check, 1-Act
C.  4-Plan, 3-Do, 1-Check, 2-Act
D.  2-Plan, 3-Do, 4-Check, 1-Act

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 35
Q
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

6. Which service lifecycle process is concerned with

defining and managing the steps needed to identify,
define, gather, process, analyze, present and
implement improvements?

Question Answer
A.  Incident Management
B.  Release and Deployment Management
C.  Continual Service Improvement
D.  The 7-Step Improvement Process

ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 36
Module
6 Continual Service Improvement
ITIL® Foundation with Case Study

Any Questions?

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ITIL-213_8.03_ENG _QA_ITILFO Copyright © Quint Wellington Redwood and AXELOS Limited 2011. All rights reserved. Slide 37