INTRODUCTION TO

ITIL
Iqbal Santosa, S.Si, MTI, ITILF, CSXF, COBIT5F,
PRINCE2F
ITIL Foundation Certification
▪ Foundation Exam:
▪ Paper based and closed book
exam
▪ Only pencil and eraser are
allowed
▪ Simple multiple (ABCD) choice
exam
▪ Only one answer is correct
▪ 40 questions, pass mark is 26
(65%)
▪ 1 hour exam
▪ No negative points, no “Tricky
Questions”
▪ No pre-requisite for Foundation
exam
ITIL Qualification Scheme / ITIL
Certification Roadmap
Service Management Best Practice
Standards Employees
Industry practices Customers
Sources Academic research Enablers
Suppliers
(generate) (aggregate)
Training and education Advisers
Internal experience Technologies

Substitutes Competition
Drivers Scenarios
Regulators Compliance
(filter) (filter)
Customers Commitments

Knowledge fit for business

Objectives, context and purpose
What is ITIL?
ITIL is the most widely accepted approach to IT service
management in the world. Providing a cohesive set of
best practice guidance drawn from the public and
private sectors across the world.
▪ ITIL is developed by the United Kingdom’s Office of Government
Commerce (OGC) and has become a world-wide de facto standard in
Service Management.
▪ The Guidance, documented in a set of five books, describes an
integrated, process based, best practice framework for managing IT
services.
▪ Currently these books are the only comprehensive, non-proprietary,
publicly available guidance for IT Service Management.
Basic information about ITIL
▪ ITIL is a registered trademark of AXELOS Ltd.
▪ ITIL is the basis of the worldwide standard for quality IT Service
Management, ISO 20000
▪ ITIL is in the public domain
▪ ITIL is vendor-neutral
▪ ITIL is used by the largest companies leveraging IT
▪ ITIL is non-prescriptive
▪ ITIL is process based
▪ adopt and adapt principle
▪ ITIL is a set of best practices
▪ ITIL is no longer an acronym for Information Technology Infrastructure
Library
ITIL History
Introduction to Service
Management
 Services, Functions, Processes and
Roles
The ITIL Framework focuses on the following key areas to assist in proper
management of the Service Lifecycle:
Services Processes Roles Functions

A means of delivering A structured set of A set of A team or group of

value to customers by activities designed to responsibilities, people and the tools
facilitating outcomes accomplish a defined activities and they use to carry out
customers want to objective. authorities granted to one or more processes
achieve without the ▪ It may include any of roles, a person or team. or activities.
ownership of costs and responsibilities, tools and ▪ A role is defined in a process
management controls to or function.
risks. reliably deliver the outputs
▪ One person or team may
▪ A process may define have multiple roles (e.g. the
policies, standards, roles of configuration
guidelines, activities and manager and change
work instructions if needed manager may be carried out
▪ A process takes one or more by a single person).
defined inputs and turns
them into defined outputs

Incident Incident Service

Email
Management Manager Desk
Customers and Stakeholders
•Customer is someone who buys goods or services
▪ Internal Customer – a customer who works for the same business as
the IT service provider
▪ External Customer – a customer who works for a different business
from the IT service provider

•Stakeholders is any person, group of people or

organization affected by a process or associated with
the process
▪ Stakeholders may include customers, partners, employees, owners,
users etc.
Some of Stakeholders
▪ User – person who uses the IT service on a day-to-day basis
▪ Users are distinct from customers, as some customers do not use the IT
service directly

▪ IT Service Provider – a service provider that provides IT services to

one or more internal or external customers
▪ Both internal IT department or an independent company

▪ Supplier – a third party responsible for supplying goods or services

that are required to deliver IT services
▪ e.g. network and telecom services, hardware maintenance, datacentre
services, hosting, collocation etc.
Process Model

▪ Activity – A set of actions designed to achieve a particular result

▪ Activities are usually defined as part of processes or plans, and are
documented in procedures
▪ Outcome – The result of carrying out an activity, following a process, or
delivering an IT service
Process Components
 Characteristics of a Process
▪ Performance driven
Measurable
▪ Cost, quality, duration, productivity ...

▪ Deliver a specific result

Specific Results
▪ Individually identifiable and countable

▪ Deliver result to customer or stakeholder

Stakeholders ▪ Meet customers expectations
▪ Could be internal or external

Originating from a
▪ Traceable to a specific trigger
certain event
Process Roles
•Process owner
▪ Ensures a process is fit for purpose
▪ Accountable for process being performed to agreed standard
•Process manager
▪ Accountable for operational management of a process
▪ May be several (e.g. regional) process managers per process
▪ Possible to combine with process owner role
•Process practitioner
▪ Responsible for carrying out one or more process activities
▪ Possible to combine with process manager role
Process, Project, Program, and
Portfolio
▪ Process – A structured set of activities designed to accomplish a
defined objective.
▪ Project – A temporary organization, with people and other assets
required to achieve an objective.
▪ Program – Consists of a number of projects and activities that are
planned and managed together to achieve an overall set of related
objectives.
▪ Portfolio – A set of projects and/or programs, which are not
necessarily related, brought together for the sake of control,
coordination and optimization of the portfolio in its totality.
IT Services
Service Management is a set of specialized
organizational capabilities for providing value to
customers in the form of services.
▪ A service is a means of delivering value to customers by facilitating
outcomes customers want to achieve without the ownership of specific
costs and risks.
▪ From a customer’s perspective, value consists of two primary
elements: utility (fit for purpose), and warranty (fit for use).
▪ Services are part of the IT Service Portfolio, and are communicated to
customers via the Service Catalog.
Type of Services
▪ Core Service – Deliver the basic outcomes desired by one or more
customers
▪ Enabling Service – Services that are needed in order to deliver a core
service
▪ Enabling services may or may not be visible to the customer, but they are
not offered to customers in their own right
▪ Enhancing Service – A service that are added to a core service to make
it more attractive to the customer
▪ Enhancing services are not essential to the delivery of a core service but
are used to encourage customers to use the core services or to
differentiate the service provider from its competitors
 Core, Enabling & Enhancing Services
Core Service Enabling Service Enhancing Service

IT services (office Word processing Download and Document publication to

automation) installation of updates professional printer for
high-quality brochure

IT services (benefits Employees of a A portal that provides a Customers can create

tracking) company can monitor user-friendly front-end and manage a fitness or
the status of their access to the benefits weight-loss programme.
benefits (such as health tracking service. Customers who show
insurance and progress in their
retirement accounts) programme are awarded
a discount on their
premiums

© Crown copyright 2011. Reproduced under licence from AXELOS

(Reference: Table 3.5 Examples of Core, Enabling & Enhancing Services, Service Strategy:
page 53 ITIL® 2011 Edition)
ITIL and Service
Lifecycle
 Lifecycle Phases
The ITIL framework is focused on the lifecycle of an
IT Service. There are five phases of this lifecycle.
Continual
Service Service Service Service
Service
Strategy Design Transition Operation
Improvement
As a point of Provides guidance Describes the This is where Aligning and
origin for the on the design of delivery of services are realigning IT
phases, Service IT Services, services required actually delivered Services to
Strategy provides processes and by a business into and supported in changing business
guidance on other aspects of live or the in the needs by
clarifying and the effort by operational use, business identifying and
prioritizing addressing how a and often environment implementing
investments in planned service encompasses based on service
services. solution interacts many project previously improvements
with the business delivery aspects. designed service that support
and technical levels. business
environments. processes.
Processes
Each phase of the lifecycle has processes defined that
support each phase. Below is a sample of these processes:
Service
Strategy

Service Design Service Transition Service Operation

Continual
Service Improvement